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Call number: LD2668 .T4 1979 C525 / Master of Science

With the rapid growth in the hospitality industry, its owners and managers are also facing serious challenges. The industry is becoming more and more competitive. Managers are pressed to find the balance between cutting cost to increase profit and improving the quality of the service/product to increase the value their customers’ experience. Customers are nowadays more aware of the quality of the service or the product provided to them and more than ever before, hospitality owners and managers need to focus on improving their quality. The main objective of the research was to establish whether the implementation of selected Six Sigma principles would result in a measurable improvement in the quality of a hospitality establishment. An analysis was done based on three different feedback systems, some Sig Sigma-inspired changes were made and a post-measurement was done to establish the effect of the changes. The study concluded that the implementation of selective Six Sigma principles, can improve the quality of services and products in hospitality establishments, as well as reducing their process waste in such establishments. / MBA, North-West University, Potchefstroom Campus, 2015

With the rapid growth in the hospitality industry, its owners and managers are also facing serious challenges. The industry is becoming more and more competitive. Managers are pressed to find the balance between cutting cost to increase profit and improving the quality of the service/product to increase the value their customers’ experience. Customers are nowadays more aware of the quality of the service or the product provided to them and more than ever before, hospitality owners and managers need to focus on improving their quality. The main objective of the research was to establish whether the implementation of selected Six Sigma principles would result in a measurable improvement in the quality of a hospitality establishment. An analysis was done based on three different feedback systems, some Sig Sigma-inspired changes were made and a post-measurement was done to establish the effect of the changes. The study concluded that the implementation of selective Six Sigma principles, can improve the quality of services and products in hospitality establishments, as well as reducing their process waste in such establishments. / MBA, North-West University, Potchefstroom Campus, 2015

The research project explores the effect of empowerment to schools. All stakeholders should be empowered for improvement of quality education and school effectiveness. Two groups of schools were identified, that is, low performing and high performing schools. The aim of this research is to investigate why some schools performed better than others. The purpose of research is to prove that effective schooling can take place through empowerment and that school management can be successful where there is high commitment. The qualitative research method was employed. It refers to research that elicits participant's account and meaning, experience or perceptions. It also produces descriptive data in the participant's own written or spoken words. To gather empirical data, the following research methods were employed; literature study and focus group interview. The following categories emerged: -  Discipline  Lack of commitment and motivation in the learning environment  Management leadership styles applied in schools  Lack of support / Educational Studies / M.Ed. (Education Management)

Submitted in fulfilment of the requirements of the Degree Doctor of Technology: Quality, Durban University of Technology, 2011. / Quality management remains one of the top ranking strategic issues in all major organisations. However, at present, there is a sentiment that business priorities and quality management priorities have become non-aligned over the last two decades. It is believed that quality management is still predominately understood and practiced using the framework and direction provided historically by quality leaders such as Deming, Juran, Crosby and others. Thus, this study motivated that quality is at a crossroads and in order for it to be aligned with business priorities, once again it needs to evolve its role. This study commenced with the review on related literature on the history of quality management. From this review, it was evident that the various evolutions of quality management were directed to meet the changing business challenges and market needs that were linked to prevailing demand and supply, customer focus, competitive advantage and profitable growth outputs. The literature review thereafter demonstrated the potential opportunities wherein quality management could be utilised to re-establish its previous relevance by supporting organisations in the management of emerging trends. This study identified globalisation, customer power and sophistication, social responsibility and environmental sustainability consciousness as emerging trends that could be the most leveraged with the use of quality management concepts, techniques and tools. Furthermore, the topics of stewardship, leadership, change management and strategy were discussed as enablers to the proposed new evolution of quality management, which should become known as “quality stewardship”. As a guideline to the “quality stewardship” strategy, a Quality Stewardship and Leadership (QSAL) framework was developed in this study. The QSAL framework incorporated Total Quality Management (TQM), systems thinking and business excellence as the underlying theoretical grounding. This framework, displaying a process approach, encapsulated the following components: inputs (risk, revenue and reputation), processes (productivity Key Performance Indicators (KPIs), technical governance, and environmental and social sustainability) and outputs (maximise value) for the proposed new scope for quality management. Abstract iii The primary source of information used in this study was obtained from qualitative and quantitative research methodologies. The research instruments in this study included surveys in the form of questionnaires and an organisational assessment which was undertaken by utilising a Viable Systems Model (VSM). The organisational assessment that was part of the preliminary study was undertaken in two beverage multi-national organisations in South Africa. The pilot and principal studies consisted of surveys in the form of questionnaires. The objective of the survey was to gain an understanding of current quality management practices, current quality management thinking and acceptability of the proposed QSAL framework across selected manufacturing organisations in South Africa. Both the preliminary and principal studies displayed variable levels of responses in quality management practices and a high level of agreement or awareness to the questions on the current thinking of quality management and acceptability of the proposed QSAL framework in the quantitative studies. Thus, based on the review of related literature and empirical studies, the motivation for this research, that quality management was ready for the next evolution in order to support current business challenges and market demands, was validated.

Research Purpose: This study aims to build a new model of quality for education based on a Saudi-British consensus regarding the major factors contributing to education quality and after considering other models (such as EFQM) and other authors’ perspectives. Research Methodology: The research relies on realism philosophy and as a multiple case study with 15 cases, it utilises a mainly qualitative research design that employs semi-structured interview as its research instruments. This study has adopted an ‘Inductive’ approach to build a new model. Primary data in this study was collected by interviewing 33 Saudi and 30 British academics and higher education authorities from six Saudi and nine British universities. Content Analysis was used for analysis. Research Findings: While the degree of agreement with each of the 11 propositions was varied (a range from totally agree to totally disagree), all of the Saudi and British participants believe that eleven pillars/criteria of quality education are: Leadership and Strategic Management; Students, Academics and Staff Recruitment; Syllabus/ Curriculum; Research/Teaching; Pedagogy; Learning & research support; Knowledge management; Academics’ achievements; Students’ progress, success & satisfaction; Universities/Schools’ achievements; and Innovation and Change Management. Recommendations: Decision makers in education sector are recommended to consider all eleven identified factors and their connection to each other while developing policies for quality of education. Universities and other educational institutes should plan and allocate required budgets for implementation and maintenance of all aspects of quality in education. Research Contributions: The main contribution of this research is developing the 'Education Quality Model’. Although there has been some research regarding the quality of education, seemingly they have not led to the development of a research-based customised model such as the Education Quality Model. Another contribution is preparing a new and broad ‘Taxonomy of Quality’. In previous taxonomies, either the only focus is on education or in contrast, education is missing in these taxonomies. Furthermore, possibly for the first time, perspectives of Saudi academics are presented alongside their British counterparts regarding quality of education.

Eight natural waters from throughout the United States were subjected to different degrees of alum coagulation and activated carbon adsorption treatment (not in series). The concentration of trihalomethanes (THMs) formed by the reaction between the natural aquatic organics and doses of free chlorine were determined by gas chromatography at ten discrete time intervals over a total of 168 hours of reaction time. Since bromide ion concentration and temperature were held constant, and the chlorine dose was based on the final nonvolatile total organic carbon (NVTOC) concentration, THM formation was modeled with the independent variables: reaction time, pH, and a surrogate parameter for organic precursor. Several surrogate parameters were investigated to quantify the THM formation potential. A multiplicative surrogate (UV*TOC) representing the product of the NVTOC concentration and the UV adsorbance at 254 nm was found to be the best surrogate for activated carbon treated waters and was found to be approximately equivalent to NVTOC for alum treated waters. The THM formation was found to fit a two stage reaction with respect to reaction time; relatively rapid formation in the first eight hours followed by a slower formation from 24 to 168 hours. The data base was analyzed with a statistical software package that performs multiple linear regression analysis. Three types of models were developed: a linear model, a nonlinear model and a logarithm transform model. The models were checked for predictive accuracy by a number of methods including the examination of statistics from the regression analyses, scatterplots of predicted versus observed THM values, and the number of predicted values within 20% of the observed value. The logarithm transform model was found to be the best overall model, although other models were more accurate for specific applications as to reaction time or water type. Gel permeation chromatography (GPC) was employed to examine the molecular weight distribution of the aquatic organics in three of the eight waters and to determine the effects of alum coagulation and activated carbon adsorption on these distributions. In general, alum coagulation preferentially removed high molecular weight organics while activated carbon removed a broad spectrum of molecular weight organics.

I samband med införandet av ett nytt kvalitetssäkringssystem, som är under utveckling 2016, kommer svenska universitet och högskolor få ett utökat ansvar för att själva utvärdera sitt kvalitetsarbete. Då det samtidigt finns studier som visar på att en del utexaminerade ekonomistudenter inte anser sig ha nytta av utbildningen i arbetslivet, vilket är en viktig kvalitetsaspekt, syftar studien till att kartlägga kvalitetsarbetet på dessa utbildningar. Utgångspunkten för studien är teorin Total Quality Management och dess bakomliggande värderingar som tas upp i Hörnstensmodellen, vilken beskriver ett av flera sätt att se på framgångsrik kvalitetsutveckling. Uppsatsen utgår från en kvalitativ fallstudie och är baserad på semistrukturerade intervjuer med ansvariga för ekonomiutbildningar på åtta svenska universitet och högskolor. De empiriska resultaten visar att samtliga universitet och högskolor har de värderingar studien utgått från, men att det saknas tydliga definitioner av vad kvalitet för ekonomiutbildningar innebär. Även konflikten kring innebörden av studenternas anställningsbarhet påverkar kvalitetsarbetet.

published_or_final_version / Industrial and Manufacturing Systems Engineering / Doctoral / Doctor of Philosophy