The dissertation aims to obtain an integrated and comprehensive perspective on measurement issues that play a strategic role in organisations that aim at continuous quality improvement through TQM. The multidimensional definition of quality is proposed to view quality holistically. The definition is dynamic, thus dimensions are subject to evolution. Measurement of the quality dimensions is investigated. The relationship between quality and cost, productivity and profitability respectively is examined. The product quality dimensions are redefined for processes. Measurement is a strategic component ofTQM. Integration of financial measures with supplier-; customer-; performance- and internal process measurement is essential for synergism. Measurement of quality management is an additional strategic quality dimension. Applicable research was integrated. Quantitative structures used successfully in industry to achieve quality improvement is important, thus the quality management maturity grid, cleanroom software engineering, software factories, quality function deployment, benchmarking and the ISO 9000 standards are briefly described. Software Metrics Programs are considered to be an application of a holistic measurement approach to quality. Two practical approaches are identified. A framework for initiating implementation is proposed. Two strategic software measurement issues are reliability and cost estimation. Software reliability measurement and modelling are introduced. A strategic approach to software cost estimation is suggested. The critical role of data collection is emphasized. Different approaches to implement software cost estimation in organisations are proposed. A total installed cost template as the ultimate goal is envisaged. An overview of selected software cost estimation models is provided. Potential research areas are identified. The linearity/nonlinearity nature of the software production function is analysed. The synergy between software cost estimation models and project management techniques is investigated. The quantification aspects of uncertainty in activity durations, pertaining to project scheduling, are discussed. Statistical distributions for activity durations are reviewed and compared. A structural view of criteria determining activity duration distribution selection is provided. Estimation issues are reviewed. The integration of knowledge from dispersed fields leads to new dimensions of interaction. Research and practical experience regarding software metrics and software metrics programs can be successfully applied to address the measurement of strategic indicators in other industries. / Business Management / D. Phil. (Operations Research)

Thèse numérisée par la Direction des bibliothèques de l'Université de Montréal.

The study investigated the service quality of the Aga Khan University (AKU) library as an example of an academic library in Kenya using SERVQUAL, a user based assessment tool. Total Quality Management (TQM) philosophy formed the basis of the study; a philosophy that is customer oriented and lays great emphasis on enhancing customer satisfaction. The study adopted a survey design and data was collected using a structured selfadministered questionnaire by the name of SERVQUAL. The study sample consisted of nursing and medical faculty; nursing and medical students. A total of 78 (63%) respondents responded to the questionnaire. The data was analysed using Statistical Package for Social Science (SPSS) version 17.0. Descriptive statistics was provided and univariate analysis was applied to examine the characteristics of the 2 main variables; perceptions and expectations. The findings of the study established that the expectations of AKU library users are higher than their perceptions. It is also evident from the findings that there are service quality gaps in a number of library services offered by AKU library. This is demonstrated through the gap analysis between the AKU library users‟ perceptions and the users‟ expectations of AKU library. The study recommends that AKU library as well as other academic libraries in Kenya adopt user based assessment tools such as SERVQUAL in the evaluation of library service quality. The study further recommends that AKU library needs to address gaps between the library users‟ perception and the users‟ expectation in order to enhance customer satisfaction through the provision of quality services. The study also recommends that AKU library needs to address the gaps in service attributes such as those relating to AKU library staff, reliability and efficiency of AKU library service delivery. In line with the findings the study further recommends more training for AKU library staff in areas such as customer service skills as well as the need for AKU library to invest more in its physical facility and equipment. / Information Science / M.A. (Information Science)

Submitted in fulfilment of the requirements of the Degree of Master of Technology: Quality, Durban University of Technology, 2014. / There has been a call from society for both the provision of a quality education and for a quality “student” who can contribute to the economy and citizenry of South Africa. It therefore makes sense for any educational structure to develop and adopt, strategies and systems in order to meet these new calls, and to provide technologically relevant education that will meet the demands of modern society. This has led to a renewed need for consistency, conformity and quality within higher education. Concerns about students’ capabilities have been raised, and have led to questions about the accountability of higher education institutions. A quality management system framework may ensure that these higher education structures are able to deliver a quality education to their external and internal customers. This research investigated the current quality management systems used in dental assisting both locally and world-wide, and then developed a quality management system framework to suit South African conditions. An action research study, using data gathered from a purposive census sample, and data obtained by means of a mixed-method approach, was conducted in two phases. A preliminary study (Part A) was conducted amongst the four South African dental assisting education programme providers and deficiencies in the quality management systems of these programmes were identified. The preliminary work (Part B) in this study consisted of a comparative analysis of the quality management systems of a convenience sample of dental assisting education providers in twenty countries. Both good practices and deficiencies in practices were identified. A further review of the literature identified possible solutions to improve the quality of the dental assisting education programmes, and was used as the foundation for the development of the Dental Assisting Higher Education – Quality Management Framework (DAHE-QMF). The results of the preliminary study - the comparative analysis and the literature review - revealed that the development and implementation of a quality management system framework for dental assisting in South Africa could lead to an improvement of the standards of training, and thus the competence of the student. The framework will be presented to the four programme leaders at the four Universities of Technology that offer dental assisting education for their consideration of partial/total adaptation of the framework.

In Quality Management and Total Quality Management (TQM) customer focus and customer value creation is of importance and in organisations it is of high priority. Quality Management has had an internal focus when it comes to customer value creation but in the 21st century there is a need for an outward orientation and to go beyond the organisational borders. Also an increasing interest in social, societal and environmental issues can be seen, for instance by customers, organisations, quality awards and within the quality area. An area that considers these issues is the societal entrepreneurial sector.   The purpose of this thesis has been to contribute to the knowledge and understanding about customer value creation from a system view. Additionally the purpose has been to contribute to the development of Quality Management. In order to fulfil the purpose, case studies have been performed. Cases within the societal entrepreneurial area have been studied and seven studies have been performed. Data have been collected through interviews, direct observations, participating observations and documents. All data have been collected empirically except in one study where a literature case study was used. The data were analysed through tools such as process mapping, attribute value mapping and rich picture process maps combined with analytical methods for case study research. The research journey started out from TQM and an internal perspective on customer value creation. As the studies went on, the system borders became wider as other areas important to customer value creation were identified: the customer value creating system went from an internal perspective to include an external perspective.    The findings contribute to earlier research findings and give a comprehensive and simplified picture of a complex phenomenon and an opportunity to understand customer value creation from a system view. This thesis provides an overall map of the customer value creating system. Additionally it contributes to the development of Quality Management by expanding the view on customer value creation to include both an internal and an external oriented perspective. It also contributes by suggesting a fifth step in the quality management movement ´System Quality Management´ that considers social, societal and environmental factors through continuous improvement before, during and after value creation for customers. Further it contributes with a developed view on customers and the concept of customer value creation.   The overall map provided includes three areas. Growth and development of societal entrepreneurial initiatives. The result shows important components for the creation of societal value based on the growth and development of societal entrepreneurial initiatives. Included are the processes, input and output important for societal value creation from unidentified needs until societal value can be delivered, management process and support process fields.  Customer value creation in the customer sphere.  Customer value has been found to be created beyond the use or purchase of a product or service. Value has also been found to be created for those that are not in direct contact with an initiative or its product or service. Customer value has been found to spread into society like ripples in a complex system of value creation. And Value Ripple Logic has been developed to describe this phenomenon. Management role in customer value creation. The management’s role in value creation has been found to be of importance in the creation of customer value in an indirect way through interaction with the surroundings and the initiative.  Factors and behaviours have been found which are connected to the leaders and their essential management processes along with their input and output.   The findings presented in this thesis have considerable potential for development. Further studies need to be done within the area concerning how customer value is created and to achieve an even more comprehensive picture of the customer value creating system and the suggested fifth step. The results presented in this thesis are a contribution to the knowledge and understanding about customer value creation from a system view and the development of the Quality Management. / <p>Vid tidpunkten för disputationen var följande delarbeten opublicerade: delarbete 6 accepterat för publicering och delarbete 7 inskickat.</p><p>At the time of the doctoral defence the following papers were unpublished: paper 6 accepted for publication and  paper 7 submitted.</p>

Thesis (MBA (Business Management))--University of Stellenbosch, 2007. / ENGLISH ABSTRACT: Globalisation has changed markets significantly. In order to maintain and improve competitiveness it is generally agreed among executives that the quality of products and services is essential (Omachonu & Ross, 1994: iii). In order to strive for higher quality, organisations have chosen different paths to achieve this goal. Several years ago one of the most discussed topics was the DIN EN 9001 certification. Thousands of organisations have taken this step towards quality management and are certified today. The DIN EN 9001 became the global standard, and there are markets where companies are not able to operate without this certification anymore. Some companies have profited greatly from the introduction of ISO 9000, because for the first time a quality management system (QMS) was introduced. It initiated significant restructuring programs. Consequently, processes were streamlined and organisations became more transparent. But many companies still do not “live” the concept, but instead and only show relevant paperwork to the external certification body in order to obtain the certificate. Even more particularly companies, which live the QMS face the question of which concepts are suitable to not only further improve quality and productivity but also to generate long-term sustainable business success. For these companies Total Quality Management (TQM) can be a very promising concept. Although the concept of TQM already dates back several decades it became very popular recently. TQM is a concept that puts quality in the centre of all aspects. Its principles encompass the involvement of all employees, and it strives for long-term customer satisfaction. TQM is based on continuous improvement and focuses on sustainable achievements. The objectives of this approach are not only long-term business success but also benefits for the individual employees and the society. Therefore TQM can be considered as one of the most far-reaching quality concepts existing today. The Fliess Company is a medium sized production company for welding wires. In 2001 Fliess introduced the IS0 9001: 2000. It has taken the company several years to fully live the QMS, after it mainly introduced it only to satisfy customers’ requirements of the certification. Today the processes are aligned in accordance with ISO 9001: 2000 and the company lives the QMS. But as a producer of very specialised premium products, management realised that it needed continuing on in order to maintain the competitive advantage. Therefore Fliess is busy at present implementing TQM. There are various areas of applying TQM at Fliess. The main focus lies on further improving customer satisfaction through continuous improvement and special attention is paid to the involvement of the individual employee. But TQM needs to be implemented in a very careful way to prevent a failure. Organisational changes must be supervised closely by top management. If top management is not fully committed and does not fully support the implementation in both the short and long term it can be very frustrating for the employees, and the implementation will not only fail but might even have negative effects, too. / AFRIKAANSE OPSOMMING: Globalisasie het markte geweldig verander. Ten einde kompeterendheid te behou en te bevorder is bestuurders dit eens dat hoë kwaliteit van produkte en dienste noodsaaklik is (Omachonu & Ross, 1994: iii). Maatskappye volg verskillende roetes in die strewe na hoë kwaliteit, en hierdie ondersoek fokus op hoofkonsepte rakende kwaliteit en kwaliteitsbestuur. ’n Tydjie terug was die bespreking van “sertifisering” hoog op die agenda van enige kwaliteitsforum. Maatskappye het groot baat gevind met die bekendstelling van ISO 9000, waar daar vir die eerste keer ’n kwaliteitsbestuur program ingestel is. Dit het tot grootskaalse maatskappy verandering en proses herstrukturering gelei, en maatskappye in geheel het meer deursigtig geword. Duisende maatskappye het die stap geneem en is vandag gesertifiseer. Die DIN EN ISO 9000 het die globale standaard geword, en daar is markte waar maatskappye sonder diè sertifisering nie langer besigheid kan beoefen nie. Daar is egter steeds maatskappye wat nie regtig die stelsel “uitleef” nie, maar bloot sertifisering soek omdat kliënte dit vereis – nie omdat hulle self dit wil toepas nie. Selfs maatskappye wat die stelsels ten volle inkorporeer het staan egter voor die uitdaging van hoe hulle kwaliteit verder kan verbeter en op langtermyn ’n suksesvolle onderneming kan verseker. Vir baie van die maatskappye is Totale Kwaliteitbestuur (Total Quality Management - TQM) ’n belowende konsep. Alhoewel TQM konsepte reeds ’n hele aantal jare terug ontwikkel is, geniet dit huidiglik ’n nuwe oplewing. TQM plaas kwaliteit in die middelpunt van aktiwiteite, insluitende die volledige betrekking van werknemers en langtermyn kliënte tevredenheid. TQM is gebaseer op kontinue verbetering en fokus op volhoubaarheid. Die doelwitte sluit nie net langtermyn besigheidsukses in nie, maar ook voordele vir individuele werknemers en die samelewing in geheel. Dus kan TQM gesien word as een van die mees omvattende kwaliteitskonsepte wat huidiglik bestaan. Die ontwikkeling en toepassing van die konsepte soos bo beskryf word in hierdie verslag voorgestel en uitgelig aan die hand van die Fliess Maatskappy, ’n medium grootte vervaardigingsmaatskappy van sweisdrade. In 2001 het Fliess die ISO 9001:2000 standaard begin implementeer. Dit het ’n hele aantal jare geneem voordat die stelsel volledig benut is, nadat dit aanvanklik bloot op grond van kliëntevereistes ingestel is. Vandag kan daar met trots gesê word dat alle prosesse in lyn is met die sertifiseringsvereistes, en die maatskappy “lewe” die ISO 9001:2000 standaard. Bestuur besef egter die noodsaaklikheid om verder te ontwikkel en aan te pas in die hoogs kompeterende omgewing ten einde hulle kompeterende voordeel nie net te behou nie maar uit te bou. Daarom is Fliess besig om TQM beginsels verder uit te brei en in verskillende areas te implementeer om sodoende kliënte tevredenheid te verhoog – dit word gedoen deur veral deurlopende verbetering en die betrokkenheid van elke individuele werknemer.

published_or_final_version / Urban Planning / Master / Master of Science in Urban Planning

published_or_final_version / Urban Planning / Master / Master of Science in Urban Planning

published_or_final_version / abstract / China Development Studies / Master / Master of Arts

O tema central desta tese são as razões para a ocorrência dos gaps de gestão da qualidade de serviço. O objetivo é analisar, com base no modelo estendido de qualidade de serviço, as razões para essa ocorrência. Para tanto, realizou-se um estudo exploratório em duas etapas. Na primeira, foi feita uma revisão da literatura relativa ao tema; na segunda, uma pesquisa de campo para se analisarem as razões para a ocorrência dos gaps de gestão da qualidade de serviço numa organização de transporte metroviário. Os resultados mostram que esta tese contribui para o avanço do estado da arte acerca do tema, tanto pelo fato de somar-se aos poucos trabalhos acadêmicos que lhe têm dado atenção, quanto pela identificação de novos elementos relativos ao tema que não foram discutidos por outros pesquisadores. Como parte das considerações finais, apontam-se novas oportunidades de pesquisas para aqueles que se interessam pela qualidade de serviço e pela análise dos gaps de gestão da qualidade de serviço. / The aim of this thesis are the reasons for the service quality management gaps occurrence. The purpose of this work is to analyze, based on the extended service quality model, the reasons for the occurrence of these gaps. To achieve this purpose, a two-stage exploratory study was conducted. In the first stage, a bibliographic review was made. In the second one, a field research was conducted in order to analyze the reasons for the occurrence of the service quality management gaps in a subway system service provider. The results show that this thesis brings a contribution to the advancement of the literature because it adds to a few academic studies that have given attention to the subject, and identifies new elements pertaining to the subject that have not been discussed by other researchers. As part of the conclusion section, new research opportunities are offered to those who are interested in service quality and in the analysis of the service quality management gaps.