歐樹軍. / Thesis (Ph.D.)--Chinese University of Hong Kong, 2009. / Includes bibliographical references (leaves 238-253) / Electronic reproduction. Hong Kong : Chinese University of Hong Kong, [2012] System requirements: Adobe Acrobat Reader. Available via World Wide Web. / Abstracts in Chinese and English. / Ou Shujun.

Thesis (MTech (Business Administration))--Cape Technikon, 2003. / This research report is based on a case study. It follows up on the research of a previous study by Muregerera (1996). His thesis was compiled in order to develop a model for a world-class manufacturing organization. For his case study, he chose Omnigraphics. Although his focus was on world class manufacturing principles, he did address Omnigraphics prior to the organization receiving ISO 9000 certification through the SASS. This research report therefore looks at the transformation that Omnigraphics went through, from an organization without a formal quality management system, to one with a functional quality management system. Chapter one defines quality management systems and the benefits of a formal quality management system. Current research is discussed in chapter two together with the benefits and requirements of the ISO system. Chapter three addresses the challenges, which Omnigraphics faced prior to ISO 9000 implementation and the changes that occurred once this organization was certified to ISO 9001. A comprehensive survey was done to identify the actual benefits that suppliers and customers see in dealing with an ISO 9000 listed organization. Chapter four looks at the participants of the survey as well as the questions posed. Chapter five gives the results of the survey in a graphical format as well as an interpretation of the results. The research report also focuses on the new revision of the ISO 9000 series and this is addressed in chapter six. The report closes by reviewing the research and looking at the future of the ISO 9000 series.

by Chun-pong Kwok. / Thesis (M.Phil.)--Chinese University of Hong Kong, 1996. / Includes bibliographical references (leaves [144]-[151]). / ACKNOWLEDGEMENTS / ABSTRACT / Chapter CHAPTER 1. --- Introduction --- p.1 / Chapter 1.1 --- ISO 9000 as an isomorphic process in Hong Kong industries --- p.2 / Chapter 1.2 --- Theoretical and Empirical Background --- p.3 / Chapter 1.3 --- Methods --- p.6 / Chapter 1.4 --- Internal Organization of each chapter --- p.8 / Chapter CHAPTER 2. --- ISO 9000 As An Isomorphic Process In Hongkong industries / Chapter 2.1 --- Origin of ISO9000 --- p.11 / Chapter 2.2 --- ISO's Popularity in Global and Local Markets --- p.12 / Chapter 2.3 --- Some Characteristics of ISO9000 --- p.13 / Chapter 2.4 --- ISO 9000 as an Isomorphic Process in the Organizational Field --- p.17 / Chapter 2.5 --- The Current Models Explaining the Popularity of ISO9000 / Chapter 2.51 --- ISO as a Trade Restriction --- p.18 / Chapter 2.52 --- The Market Driven Thesis --- p.20 / Chapter 2.53 --- ISO as a Product Promoted by Professional Groups --- p.23 / Chapter 2.54 --- ISO as a Result of Rational Choice --- p.25 / Chapter 2.6 --- Recapitulation --- p.27 / Chapter CHAPTER 3. --- Institutional Theories of Organizations and the Sensemaking Perspective / Chapter 3.1 --- What is An Institution? --- p.30 / Chapter 3.2 --- Institutional Theory of Organizations: From Old to New --- p.32 / Chapter 3.21 --- The Old Institutional Theory of Organizations --- p.32 / Chapter 3.22 --- Contributions of The Old Institutional School --- p.35 / Chapter 3.23 --- The Neo-Institutionalism In Organizational Analysis --- p.36 / Chapter 3.23 --- a Isomorphic Processes and Mechanisms --- p.39 / Chapter 3.23 --- b An Alternative Model Defined by Richard Scott --- p.40 / Chapter 3.24 --- The Weaknesses of The Neo-Institutional Approach To Organizational Analysis --- p.44 / Chapter 3.3 --- What is Sensemaking? --- p.47 / Chapter 3.31 --- Sensemaking In Organizations --- p.47 / Chapter 3.32 --- The Powerfulness of Sensemaking --- p.49 / Chapter 3.33a --- Sources of A Good Sense --- p.51 / Chapter 3.33b --- The Fragility of Sensemaking and Its Maintenance --- p.52 / Chapter 3.4 --- Conclusion --- p.54 / Chapter CHAPTER 4. --- A Closer Examination Of The Institutional Isomorphism / Chapter 4.1 --- Different Organizations are all in the same field --- p.55 / Chapter 4.2 --- How Cocecive/ Regulative Institution Works --- p.59 / Chapter 4.3 --- How Cognitive Institution Works --- p.61 / Chapter 4.4 --- How Normative Institution Works --- p.65 / Chapter 4.5 --- The Mutual Reinforcement of Institutional Pressures in the Environment --- p.69 / Chapter 4.6 --- Recapitulation --- p.71 / Chapter 5. --- Institutional Sources of Sensemaking and Its Strategies --- p.72 / Chapter 5.1 --- The Nature of Sensemaking --- p.73 / Chapter 5.2 --- Extraorganizational Sources of Sensemaking --- p.76 / Chapter 5.21 --- Market Signaling --- p.77 / Chapter 5.22 --- Reduction Of Responsibility ----Measure To Cope With Inevitable Risk --- p.84 / Chapter 5.3 --- Intraorganizational Sources of Sensemaking --- p.86 / Chapter 5.31 --- ISO 9000 as a Conflict Resolution Device --- p.87 / Chapter 5.3 la --- Misunderstandings --- p.87 / Chapter 5.31b --- Fault Aversion --- p.88 / Chapter 5.32 --- Labour Control and Deskilling Device --- p.89 / Chapter 5.4 --- Sensemaking Strategies --- p.92 / Chapter 5.5 --- Conclusion --- p.94 / Chapter 6. --- The Management Of Misfits And Dissonance --- p.96 / Chapter 6.1 --- The Dissonance and The Failure of Prophecy --- p.96 / Chapter 6.2 --- The Puzzle of Quality and Efficiency Improvement --- p.98 / Chapter 6.21 --- The Shortcomings of The System --- p.98 / Chapter 6.22 --- The Shortcomings of The Certified Companies --- p.100 / Chapter 6.23 --- The Shortcomings of The Certifying Bodies --- p.102 / Chapter 6.3 --- Strategies used to resolve the dissonance --- p.102 / Chapter 6.31 --- The Postponement Of Realizing Of The Promise --- p.103 / Chapter 6.32 --- Dissociation From The Unqualified Certifying Bodies --- p.103 / Chapter 6.33 --- Redefining The Goals Of Adopting ISO9000 --- p.104 / Chapter 6.4 --- The Transformation From Ambiguity To Flexibility --- p.105 / Chapter 6.5 --- Labour Resistance --- p.108 / Chapter 6.6 --- Conclusion --- p.111 / Chapter 7. --- Recapitulation: A Theory of Social Action In Insitutional Analysis --- p.113 / Chapter 7.1 --- "A Theory of Constraint: Institutions, Institutional Environment And Institutionalism In the Organizational Field" --- p.114 / Chapter 7.2 --- Theory of Action --- p.118 / Chapter 7.3 --- Implications of the Study --- p.120 / Chapter 7.31 --- The Eclipse of The Actor's Motivations Under Institutions --- p.120 / Chapter 7.32 --- The Extension of Conception of The Organizational Field --- p.122 / Chapter 7.33 --- Overinvestment in ISO 9000 --- p.122 / Chapter 7.4 --- A Possible Research Agenda --- p.124 / APPENDIX I --- p.125 / APPENDIX II --- p.141 / APPENDIX III --- p.143 / BIBLIOGRAPHY

Software implementation projects struggle with the delicate balance of low cost, on-time delivery and quality. The methodologies and processes used to create and maintain a quality software system are expensive to deploy and result in long development cycle-time. However, without their deployment into the software implementation life-cycle, a software system will be undependable, unsuccessful. The purpose of this research is to identify a succinct set of software implementation success criteria and assess the key independent constructs, activities, carried out to ensure a successful implementation project. The research will assess the success of a software implementation project as the dependent construct of interest and use the software process model (methodology) as the independent construct. This field research involved three phases: (1) criteria development, (2) data collection, and (3) testing of hypotheses and discriminant analysis. The first phase resulted in the development of the measurement instruments for the independent and dependent constructs. The measurement instrument for the independent construct was representative of the criteria from highly regarded software implementation process models and methodologies, e.g., ISO9000, Software Engineering Institute's Capability Maturity Model (SEI CMM). The dependent construct was developed from the categories and criteria from the Delone and McLean (1992) MIS List of Success Measures. The data collection and assessment phase employed a field survey research strategy to 80 companies involved in internal software implementation. Both successful and unsuccessful software implementation projects (identified by the Delone/McLean model) participated. Results from 165 projects were collected, 28 unsuccessful and 137 successful. The third phase used ANOVA to test the first 11 hypotheses and employed discriminant analysis for the 12th hypothesis to identify the "best set" of variables, criteria, that discriminate between successful and unsuccessful software implementation projects. Twelve discriminating variables out of 67 were identified and supported as significant discriminators between successful and unsuccessful projects. Three of the 11 constructs were found not to be significant investments for the successful projects.

Thesis (MTech (Quality))--Cape Peninsula University of Technology, 2016. / The study has been carried out on impact of implementing ISO standards on SMEs to seek general evaluation of its benefits. The purpose of this paper is to outline the benefits of ISO implementation on South African small- and medium-sized enterprises (SMEs). The SME sector is the backbone of developed economies, which is regarded as the engine of growth for economies all over the world. For developing countries, SMEs often offer the only realistic prospects for increases in employment since they employ the largest percentage of the workforce population. With the trend towards global market orientation and trade liberalisation, SMEs are moving towards implementing quality systems. The empirical study aims to explore current implementation of quality management tools and advanced improvement techniques in the Western Cape SMEs, in order to understand what factors impact on how quality control is managed. Two main categories are analysed, namely tangible and intangible. This study will assist other SMEs in developing countries on ISO 9000 implementation. This study is restricted to small and medium-sized companies in South Africa implementing ISO system and other quality tools or techniques. Data collection of this study is done based on a combination of survey questionnaires and interviews with managers, supervisors and general staff.

Submitted in fulfilment of the requirements of the degree of Master of Technology: Quality, Durban University of Technology, 2010. / Over the years, organisations have been criticised for implementing the ISO 9000 Quality Management Standards purely as a marketing strategy without any commitment to improving quality and customer satisfaction. This study aimed to investigate the effectiveness of the ISO 9001:2000 quality management standard on performance and customer satisfaction. The objectives of the study included determining the level of effectiveness of the ISO 9001:2000 quality management with respect to enhanced leadership, continuous improvement and customer satisfaction; ascertaining the extent to which ISO 9004 and other business improvement approaches that were used to improve the performance of the organisation and determining the level of customer complaints before and after ISO 9001:2000 certification. This research investigation involved the case study approach which utilised both the qualitative and quantitative methodologies. The latter involved the analysis of the organisation’s production and customer complaints data pre- and post ISO 9001:2000 certification as well as the responses to the closed-ended questions in the questionnaire, while the former entailed an analysis of the responses to the open-ended questions in the questionnaire and a search of the literature to corroborate the findings of this study. Thirty-one of the fiftytwo employees of the organisation completed and returned the questionnaire that was administered. This represented a 60% response rate. The responses to the questionnaire were influenced by the employees’ level of training, knowledge and experience of the ISO 9001 quality management standard. Thus, the results cannot be generalised to other ISO 9001 certified organisations. The pre- and post study revealed that the level of customer complaints decreased following ISO 9001:2000 certification. Analysis of the responses to the questionnaire indicated that the ISO 9001:2000 quality management standard was, in most instances, perceived to be effective in ensuring customer satisfaction, leadership and continuous improvement. For future research, it is recommended that researchers investigate the impact of continuous improvement teams and the introduction of appropriate business improvement approaches on organisational performance and customer satisfaction in ISO 9001 certified organisations.

Thesis (MTech (Information Technology))--Cape Peninsula University of Technology, 2017. / In Information Technology (IT) service management, the Information Technology Infrastructure Library (ITIL) has been established as a standard and framework for managing IT services within private and public sector. However, in South African public sector, the value of this framework including the capacity management process has not been determined. The aim of the study was to assess the capacity management process within the service design stage of the ITIL framework in managing IT services at a selected public organisation in South Africa. Assessing capacity management in the context of this research was to judge whether it adds value to the organisation. Main questions asked were: to what extent has ITIL been implemented in the public sector in South Africa?, what benefits have been achieved through the implementation of ITIL in the public sector in South Africa? and how effective is the capacity management process of ITIL in the South African public sector? The study adopts a qualitative approach based on primary and secondary data. A purposive sampling method was used to collect data through interviews of ICT officials in Pretoria and Western Cape regions. It is evident in terms of the findings that capacity management within the organisation is practiced, but the organisation still has challenges in managing the process. Findings reveal challenges around user account management, ICT skills shortage and capacity constraints, information, network monitoring tools, and ITIL implementation. DeLone and McLean theoretical framework was used to analyse the capacity management process to explain the findings. A lack of clear ICT planning among the leadership is a contributing factor. Lack of adhering to standards, procedures and processes make it almost impossible to manage capacity. Efforts to address the technical and organisational challenges such as technical skills and stakeholders immediately reporting the users that need to be terminated on systems prohibit the success of capacity management process. Drawing the conclusion, it is recommended that efforts to address challenges should move beyond just ICT, into a comprehensive action by all stakeholders in respective of inter departmental units and executive who make decisions. Solutions should be embedded with ICT being able to manage technology, auditing of processes, and capacity to ensure excellence through reduced risk, increased efficiency, confident forecasts, and cost effectiveness is essential.

M.Tech. (Operations Management) / It has become a trend for organisations to implement and certify quality systems. The most common quality system that organisations currently implement is ISO 9001. Certification to ISO 9001 has in recent times been used as a marketing tool to enter new markets. Nowadays, customers expect their suppliers and potential suppliers to be certified to ISO 9001. It has become a primary requirement for doing business, and customers now demand it. There have been various studies conducted to establish the advantages of ISO 9001 and its impact on organisational performance. Laboratories are no exception to this developing trend. They are implementing laboratory quality standards like ISO 17025 and the Organisation for Economic Cooperation and Development Good Laboratory Practice (OECD GLP). Some laboratories are now applying for certification of compliance to laboratory standards. Implementing and certifying laboratory systems is an exercise that comes at a cost. The exercise is demanding in terms of human resources, time and capital. There has not been a study conducted to evaluate the impact of these systems on the operational performance of laboratories. This is the reason that resulted in identification of the need to conduct the study. A qualitative research approach was pursued in conducting the study, where the researcher investigated the impact of laboratory quality standards on the operational performance of commercial and non-commercial laboratories. Operational performance in this study is defined as health and safety; supplier selection and performance; human resources; customer satisfaction and profitability. Data was collected through interviews, and was then summarised, and analysed in order to address the research problem. Based on the data collected, it was concluded there is no notable difference in the performance of laboratories with or without quality assurance systems such as ISO 17025 and OECD GLP.

M.Ing. / This dissertation provides a study of ISO 9001:2000 based quality management in the consulting engineering environment. The motivation for carrying out this study was to assess why an ISO 9001:2000 based quality management system was not operating effectively in a particular consulting engineering company. A brief literature study of the topic of Quality Management is given, as well as an overview of the ISO 9001:2000 standard. A case study is made of the particular consulting engineering company (called ABC Projects as a pseudonym for the sake of confidentiality). The case study presents the results of two questionnaires, one circulated among the employees of the consulting engineering company, and the other circulated among the directors of the Group that owns the company. The case study also contains an assessment of the company’s quality management system at the hand of the ISO 9001:2000 standard. The assessment highlights various aspects of the company’s quality management system that needed to be improved. The case study concludes with a 6-point plan aimed at improving the operational procedures of the company, as well the quality management system used by the company.

Tourism has been an important economic activity in the Western Cape as it creates employment for local citizens and generates income for the province. In order for tourism to be a constant income generator, services that are offered at various accommodation establishments, attractions, restaurants and visitor information bureaus should be outstanding, as service excellence and effective word-of-mouth advertising will generate repeat business.