Thesis (MTech (Public Relations Management))--Cape Peninsula University of Technology, 2011. / This research investigates the application of the quality management systems at a computer contact centre in Cape Town. It examines the issues around brand switching from the products supported by the computer customer contact centre to those manufactured by competitors. Its main interest is to interrogate the reasons customers give to call centre agents when they decide to switch brands. It also hopes to find out whether call agents understand the interrelation between quality management, brand loyalty and customer satisfaction. Furthermore, the project uses employee responses to ascertain whether the concept of quality management is synonymous with customer satisfaction and whether employee fulfilment leads to innovation and customer satisfaction. To address the main concerns of this project, Deming's model of quality management is used as the main conceptual framework. The key concepts underlying this model are visionary leadership, internal and external cooperation, learning/training, process management, continuous improvement, employee fulfilment and customer satisfaction. To find out the reasons that customers give to call centre agents when they decide to switch brands and also to respond to sub research questions, a quantitative research method was selected. A questionnaire was administered to 100 employees out of a 300 population. Although the customers' voices would have added value to the research project, the researcher decided to concentrate on employees because of the following reasons: 1) the interaction with customer begins and ends with agents, therefore agents are always aware of the reasons why customers switch brands; 2) the customers are in excess of 100,000,000 and selecting a representative sample for a mini thesis was not very feasible, given that the thesis is constrained by time and volume.

Thesis (MTech (Construction Management))--Cape Peninsula University of Technology, 2018. / The standards of maintenance management of building facilities at many educational institutions, including tertiary institutions, need improvement. TQM has been proven to be effective in the improvement of quality in the maintenance of school building facilities, although many tertiary institutions are still grappling to implement TQM in the maintenance of their buildings. This particular research project investigates the extent of TQM practices; determines challenges experienced; determines success factors and establishes a framework that will ensure the effective implementation of Total Quality Management in the maintenance of tertiary institution buildings in South Africa. A quantitative research design was adopted, where a questionnaire with closed-ended questions was distributed to purposively-sampled maintenance workers in a tertiary institution. A total of 54 respondents participated in the study. The study adopted a case study approach. Five CPUT campuses were selected as the cases for the research study. Descriptive and inferential statistics were used to analyse the data. Data analysis was carried out by means of ranking; ANOVA test and Kruskal-Wallis test of association. The findings obtained indicate that all the TQM practices were implemented. Respondents perceived non-involvement of maintenance workers in decision-making as the most frequently experienced challenge during their building maintenance activities. A statistically significant different existed in the perception of workers’ affiliated campuses on TQM success factors. Findings revealed that TQM success factors were extensively practiced with respect to training and education of maintenance workers, use of statistical methods, and commitment to satisfaction to school stakeholders, as well as commitment from top management. To improve the maintenance management standard of buildings in tertiary institutions and ensure effective TQM implementation during maintenance activities, the study suggests a framework that provides interventions in situations where significant differences were found. It also suggests nine factors to the CPUT Maintenance Department to ensure effective implementation or actualisation in the maintenance of its buildings. A further study to identify new trends in the application of TQM in the maintenance of school buildings by conducting continuous studies from time to time is highly recommended.

O hábito alimentar do brasileiro sofreu uma notável mudança a partir de meados da década de 90. Esse fato se deu em virtude da queda do preço do leite e de seus derivados. Assim, estrategicamente, indústrias de grande porte nacionais e multinacionais investiram na produção de lácteos, bem como as indústrias de pequeno porte almejando uma retenção de parte da fatia deste mercado em ascensão. O Estado do Paraná vem se destacando nos últimos anos no cenário nacional, tanto na produção leiteira como na produção industrial. Segundo dados do IBGE o Estado produz 3,3 bilhões de litros de leite/ano, ocupando a terceira colocação no ranking nacional de produção de leite, sendo que desse total são processados 2,1 bilhões de litros de leite/ano, ou seja, 67% da produção do estado. Dados de uma pesquisa realizada pelo Instituto Paranaense de Desenvolvimento Econômico e Social (IPARDES) revelaram que da população de indústrias de laticínios presentes no estado do Paraná, 28% são representadas por indústrias de laticínios de micro porte e 55% são representadas por indústrias de laticínios de pequeno porte, totalizando um percentual de 83% dos laticínios pesquisados em todo o estado. Todavia, os pequenos laticínios nacionais são organizações carentes de estratégias de competitividade em relação ao mercado e à qualidade dos produtos. Atentos a essas informações e devido à importância que a qualidade exerce sobre as indústrias de alimentos o presente trabalho tem como objetivo identificar em qual etapa da “Eras” da qualidade descritas por Garvin (2002), as indústrias de laticínios de micro e pequeno porte dos Campos Gerais no Paraná estão posicionadas. Para o alcance deste objetivo esta pesquisa analisou a relação entre indicadores e a utilização das ferramentas da qualidade. Foi possível pesquisar 10 de 13 empresas da população de laticínios possuidoras do selo de certificação do Serviço de Inspeção Paranaense (SIP) e do Serviço de Inspeção Federal (SIF) na região dos Campos Gerais - PR. A metodologia utilizada foi baseada em uma pesquisa qualitativa descritiva, onde se empregou como instrumento de pesquisa as visitas in loco e a aplicação de um questionário semi-estruturado contendo questões abertas e fechadas. Foi identificado que os laticínios pesquisados cumprem a legislação vigente, utilizando as ferramentas que propiciam a qualidade do produto, livre de contaminações. A pesquisa também conseguiu caracterizar o cenário da qualidade no que tange ao contexto evolutivo das “Eras” da qualidade (Inspeção, Controle Estatístico da Qualidade, Garantia da Qualidade e Gestão Estratégica da Qualidade), sendo que tais laticínios estão direcionados para uma gestão voltada para a garantia da qualidade dos produtos. No entanto, tais laticínios são deficientes de ações estratégicas, bem como não utilizam as ferramentas ao seu alcance. / The eating habits of the Brazilian people suffered a remarkable change from the mid 90’s. This fact was due to the falling price of milk and its derivatives. So, strategically large -sized national and multinational industries invested in dairy, as well as small industries targeting a retention of part of the share of this growing market. The State of Paraná in Brazil has stood out in recent years on the national scene in both milk production and in industrial production. According to the Brazilian Institute of Geography and Statistics (IBGE) the state produces 3.3 billion liters of milk / year, ranking third in the national ranking of milk production, and of this total are processed 2.1 billion liters of milk/year, 67% of production in the state. Data from a survey conducted by the Paraná Institute of Economic and Social Development (IPARDES), revealed that the present population of dairy industries in the state of Paraná, 2 8% are represented by dairy micro scale industries and 55% are represented by industries dairy small, totaling a percentage of 83% of dairy surveyed statewide. However, the small national dairy organizations are lacking of competitiveness strategies in relation to market and product quality. Aware of this information and because of the importance that quality has on the food industry this paper aims to identify which stage of the "Ages" of the quality described by Garvin (2002), the micro and small dairies of Campos Gerais region in Paraná State are positioned. To achieve this objective this research examined the relationship between indicators and the use of quality tools. Unable to search 10 of 13 companies of the population of dairy owners seal Certification Inspection Service of Paraná (SIP) and the Federal Inspection Service (SIF) in the Campos Gerais region of Paraná state. The methodology used was based on a descriptive qualitative research which was used as a research tool on-site visits and application of a semi structured questionnaire with open and closed questions. It was identified that dairy industries surveyed comply with current legislation using the tools that provide the product quality free from contamination. The present study was also able to characterize the setting of quality with respect to the evolving context of "Eras quality” (Inspection, Statistical Quality Control, Quality Assurance and Strategic Quality Management), and such dairy industries are targeted for management aimed at ensuring product quality. Nevertheless, the dairies have no strategic actions and not use the tools to your fingertips.

O hábito alimentar do brasileiro sofreu uma notável mudança a partir de meados da década de 90. Esse fato se deu em virtude da queda do preço do leite e de seus derivados. Assim, estrategicamente, indústrias de grande porte nacionais e multinacionais investiram na produção de lácteos, bem como as indústrias de pequeno porte almejando uma retenção de parte da fatia deste mercado em ascensão. O Estado do Paraná vem se destacando nos últimos anos no cenário nacional, tanto na produção leiteira como na produção industrial. Segundo dados do IBGE o Estado produz 3,3 bilhões de litros de leite/ano, ocupando a terceira colocação no ranking nacional de produção de leite, sendo que desse total são processados 2,1 bilhões de litros de leite/ano, ou seja, 67% da produção do estado. Dados de uma pesquisa realizada pelo Instituto Paranaense de Desenvolvimento Econômico e Social (IPARDES) revelaram que da população de indústrias de laticínios presentes no estado do Paraná, 28% são representadas por indústrias de laticínios de micro porte e 55% são representadas por indústrias de laticínios de pequeno porte, totalizando um percentual de 83% dos laticínios pesquisados em todo o estado. Todavia, os pequenos laticínios nacionais são organizações carentes de estratégias de competitividade em relação ao mercado e à qualidade dos produtos. Atentos a essas informações e devido à importância que a qualidade exerce sobre as indústrias de alimentos o presente trabalho tem como objetivo identificar em qual etapa da “Eras” da qualidade descritas por Garvin (2002), as indústrias de laticínios de micro e pequeno porte dos Campos Gerais no Paraná estão posicionadas. Para o alcance deste objetivo esta pesquisa analisou a relação entre indicadores e a utilização das ferramentas da qualidade. Foi possível pesquisar 10 de 13 empresas da população de laticínios possuidoras do selo de certificação do Serviço de Inspeção Paranaense (SIP) e do Serviço de Inspeção Federal (SIF) na região dos Campos Gerais - PR. A metodologia utilizada foi baseada em uma pesquisa qualitativa descritiva, onde se empregou como instrumento de pesquisa as visitas in loco e a aplicação de um questionário semi-estruturado contendo questões abertas e fechadas. Foi identificado que os laticínios pesquisados cumprem a legislação vigente, utilizando as ferramentas que propiciam a qualidade do produto, livre de contaminações. A pesquisa também conseguiu caracterizar o cenário da qualidade no que tange ao contexto evolutivo das “Eras” da qualidade (Inspeção, Controle Estatístico da Qualidade, Garantia da Qualidade e Gestão Estratégica da Qualidade), sendo que tais laticínios estão direcionados para uma gestão voltada para a garantia da qualidade dos produtos. No entanto, tais laticínios são deficientes de ações estratégicas, bem como não utilizam as ferramentas ao seu alcance. / The eating habits of the Brazilian people suffered a remarkable change from the mid 90’s. This fact was due to the falling price of milk and its derivatives. So, strategically large -sized national and multinational industries invested in dairy, as well as small industries targeting a retention of part of the share of this growing market. The State of Paraná in Brazil has stood out in recent years on the national scene in both milk production and in industrial production. According to the Brazilian Institute of Geography and Statistics (IBGE) the state produces 3.3 billion liters of milk / year, ranking third in the national ranking of milk production, and of this total are processed 2.1 billion liters of milk/year, 67% of production in the state. Data from a survey conducted by the Paraná Institute of Economic and Social Development (IPARDES), revealed that the present population of dairy industries in the state of Paraná, 2 8% are represented by dairy micro scale industries and 55% are represented by industries dairy small, totaling a percentage of 83% of dairy surveyed statewide. However, the small national dairy organizations are lacking of competitiveness strategies in relation to market and product quality. Aware of this information and because of the importance that quality has on the food industry this paper aims to identify which stage of the "Ages" of the quality described by Garvin (2002), the micro and small dairies of Campos Gerais region in Paraná State are positioned. To achieve this objective this research examined the relationship between indicators and the use of quality tools. Unable to search 10 of 13 companies of the population of dairy owners seal Certification Inspection Service of Paraná (SIP) and the Federal Inspection Service (SIF) in the Campos Gerais region of Paraná state. The methodology used was based on a descriptive qualitative research which was used as a research tool on-site visits and application of a semi structured questionnaire with open and closed questions. It was identified that dairy industries surveyed comply with current legislation using the tools that provide the product quality free from contamination. The present study was also able to characterize the setting of quality with respect to the evolving context of "Eras quality” (Inspection, Statistical Quality Control, Quality Assurance and Strategic Quality Management), and such dairy industries are targeted for management aimed at ensuring product quality. Nevertheless, the dairies have no strategic actions and not use the tools to your fingertips.

The topic of this thesis is quality management system in Berta`s Spa Třeboň. Products and services quality control are basic activities of all companies. Quality control must be global system. The most frequented way of quality securing in Czech Republic is quality control by ISO 9001:2000.

Language is a natural psychological phenomenon, indispensable to all humans in society. This article presents the theoretical foundations on communication in process quality management, bringing studies dealing with communication and ISO 9001:2000 management, aiming at investigating how these variables have been perceived in organizations. The importance of the steps that should permeate the communication process is highlighted through published research, concluding on the need for studies that demonstrate the importance of subjectivity in the communication process, a present phenomenon in any interpersonal relationship. / El lenguaje es un fenómeno psicológico natural e indispensable para la sociedad humana. Esta investigación presenta los fundamentos teóricos para el informe de gestión de la calidad por procesos. Para ello, fueron rescatados estudios relacionados con el tema de la comunicación y la gestión por la norma ISO 9001:2000, con el objetivo de investigar cómo estas variables se han percibido en las organizaciones. Se busca poner de relieve la importancia de las medidas que deberían estar presentes en el proceso de comunicación a través de la investigación publicada y se concluye en la necesidad de estudios que demuestren la importancia de la subjetividad en el proceso de comunicación, fenómeno presente en toda relación interpersonal.

CoordenaÃÃo de AperfeiÃoamento de NÃvel Superior / Esse trabalho foi realizado no municÃpio de Fortaleza, localizado na zona litorÃnea da porÃÃo nordeste do Estado do CearÃ, RegiÃo Nordeste do Brasil, abrangendo 314,8 km e com 2.452,18 habitantes, objetivando analisar a situaÃÃo qualitativa das Ãguas subterrÃneas de Fortaleza, Cearà â Brasil como subsÃdio à GestÃo dos Recursos HÃdricos. Foram coletadas 120 amostras de Ãgua subterrÃnea para anÃlises fÃsico-quÃmicas, complementadas com 171 anÃlises realizadas entre 2001 a 2009 (Arquivo de dados do LaboratÃrio de Hidrogeologia/UFC). Os dados foram tratados com anÃlise estatÃstica, correlaÃÃo, identificaÃÃo do ambiente de deposiÃÃo, relaÃÃes iÃnicas, classificaÃÃo iÃnica e o enquadramento das Ãguas na Portaria N 2914/2011 do MinistÃrio da SaÃde. Com estes dados conclui-se que Ãrea à caracterizada por um ambiente redutor e Ãcido/bÃsico, com Eh no intervalo de -0,1 V e 0,2 V e de pH entre 4 e 9; as relaÃÃes iÃnicas rMg+2/rCa+2 e rK+/rNa+, estÃo associadas à silicatos magnesianos e a fixaÃÃo de K+ nos argilominerais, respectivamente. Predominam Ãguas Cloretadas (86% e 81%) e SÃdicas (67% e 77%). Das 87 anÃlises bacteriolÃgicas, 77% dessas mostraram a presenÃa de coliformes totais e/ou fecais. A classe das Ãguas para a irrigaÃÃo que predomina à C2 - S1 (49 e 73,5%), indicando um mÃdio risco de salinidade e baixo risco de sÃdio, podendo ser utilizadas para irrigaÃÃo em grande parte dos solos e plantas com tolerÃncia salina. As potenciais fontes de poluiÃÃo identificadas na Ãrea foram a construÃÃo de poÃos tubulares sem adotar-se as normas tÃcnicas da ABNT, cemitÃrios, lixÃes inativos, posto de combustÃveis, infiltraÃÃo de Ãguas superficiais contaminadas e ausÃncia de saneamento bÃsico em bairros de Fortaleza. As inundaÃÃes em Fortaleza resultam da alteraÃÃo do uso do solo e ocupaÃÃo dos ambientes fluviais e lacustres, que aliado Ãs chuvas mais intensas e concentradas da quadra chuvosa, bem como ao nÃo acompanhamento do crescimento de infraestruturas e equipamentos de drenagem no mesmo ritmo do crescimento da cidade, gera problemas desta natureza. Para a inserÃÃo formal dos aspectos qualitativos das Ãguas subterrÃneas no vetor gestÃo dos recursos hÃdricos, deve se ter como base os fundamentos de LegislaÃÃo EspecÃfica, Programa de EducaÃÃo Ambiental, CaracterizaÃÃo das Bacias HidrogrÃficas, Cadastramento e diagnÃstico dos poÃos e por fim o gerenciamento das Ãguas. / This work was conducted in the city of Fortaleza, located in the coastal zone of the northeastern portion of the state of CearÃ, northeastern Brazil, covering 314,8 km and 2.452,18 inhabitants, aimed to analyze the qualitative groundwater in Fortaleza, Cearà - Brazil as a subsidy to Water Resources Management. We collected 120 groundwater samples for physico-chemical analyzes, supplemented with 171 analyzes conducted between 2001-2009 (Data File Hydrogeology Laboratory / UFC). The data were processed with statistical analysis, correlation, identification of depositional environment, ionic relations, classification and framing of ionic water in Ordinance No. 2914/2011 of the Ministry of Health With these data it is concluded that the area is characterized by a reducing environment and acidic / basic with Eh in the range of -0,1 V to 0,2 V and pH between 4 and 9, the relationships ionic rMg+2/rCa+2 and rK+/rNa+, are associated with magnesia silicates and fixation K+ in clay, respectively. Chlorinated water predominate (86% and 81%) and Sodic (67% and 77%). Bacteriological analyzes of 87, 77% of these showed the presence of total coliform and / or fecal. The class of waters for irrigation is predominant C2 - S1 (49 and 73,5%), indicating salinity medium risk and low risk sodium, may be used largely for irrigation of soil and plants salt tolerance. The potential pollution sources identified in the area were building wells without taking up the technical standards of ABNT, cemeteries, inactive dumps, gas station, infiltration of contaminated surface water and lack of basic sanitation in neighborhoods of Fortaleza. Floods in Fortaleza result of the change of land use and occupation of fluvial and lacustrine environments, which coupled with the heaviest rains of the rainy season and concentrated, and not follow the growth of infrastructure and equipment drain at the same rate of growth of city, creates problems of this nature. For the formal insertion of the qualitative aspects of groundwater in vector management of water resources should be based on the fundamentals of Specific Legislation, Environmental Education Program, Watershed Characterization, Registration and diagnosis of wells and finally the management of water .

Orientador: Olívio Novaski / Dissertação (mestrado) - Universidade Estadual de Campinas, Faculdade de Engenharia Mecânica / Made available in DSpace on 2018-08-16T23:24:32Z (GMT). No. of bitstreams: 1 Cirilo_Fernando_M.pdf: 1863938 bytes, checksum: 65a0364c278870841d17b3237f834812 (MD5) Previous issue date: 2010 / Resumo:O presente trabalho propõe um procedimento para ampliar a maturidade em gerenciamento de projetos rumo à excelência, através da utilização das melhores práticas em gerenciamento. O procedimento proposto é composto por uma série de passos, sendo que o passo inicial é o da escolha do modelo de avaliação do grau de maturidade de uma organização. Este modelo utiliza a forma de questionário dicotômico para a sua realização. Os passos subseqüentes tratam da execução da avaliação propriamente dita, do planejamento de melhorias, da implementação de melhorias e repetição do processo de avaliação.O conjunto de respostas do questionário de avaliação permite identificar as melhores práticas em gerenciamento que a organização faz uso, bem como aquelas as quais a organização ainda não faz uso, mas que são necessárias para aprimorar o seu grau de maturidade. A aplicação do procedimento proposto foi feita em uma organização que trabalha basicamente com projetos. Os resultados obtidos mostraram que se trata de um procedimento simples, de fácil entendimento, com pouca utilização do tempo e que sugere de maneira objetiva o caminho para o aumento do grau de maturidade em gerenciamento de projetos / Abstract: This work suggests a procedure to extend the management project maturity toward excellence, through the use of best practices in project management. The suggested procedure is composed of a series of steps, and the initial step is the organization evaluation maturity model choice. This model uses the form of a questionnaire dichotomous for its implementation. The subsequent steps deal with the implementation of assessment, the improvements planning, the improvements implementation and self-evaluation process repetition. The assessment questionnaire replies allows to identify the best practices in management that the organization makes use, as well those which the organization has not makes use yet, but which are necessary to improve the maturity degree. The suggested procedure application was made in an organization working basically with projects. The results showed that this is a simple procedure, of easy understanding, with a little use of time and suggests objectively the increase in the project management maturity degree / Mestrado / Materiais e Processos de Fabricação / Mestre em Engenharia Mecânica

Orientador: Olivio Novaski / Dissertação (mestrado profissional) - Universidade Estadual de Campinas, Faculdade de Engenharia Mecanica / Made available in DSpace on 2018-08-03T22:42:16Z (GMT). No. of bitstreams: 1 Paula_MagdaRodriguesde_M.pdf: 908434 bytes, checksum: dab866318e5ad0bc9073424ecde60e28 (MD5) Previous issue date: 2004 / Mestrado / Gestão da Qualidade Total / Mestre Profissional em Engenharia Mecanica

M.Sc. / The Vaal River Barrage reservoir (VRBR) was constructed by Rand Water in 1923 for the purpose of ensuring an adequate raw water supply to meet the potable water requirements of the Pretoria, Witwatersrand and Vaal Triangle regions, and today this is still the main purpose of this body of water. Due to the strategic importance of the Vaal River Barrage catchment and the impact of activities in the catchment on water resources, it is seen as of the utmost importance for the authorities to make a joint effort and co-ordinate action to solve problems in the catchment. A number of different acts have reference to the management of the Barrage reservoir. These, together with Rand Water’s internal policies, are collated and described to provide a reference manual for the integrated management of the Vaal River Barrage reservoir. For completeness, all relevant policies are attached as appendices to the document.