Submitted by Maria Creuza Silva (mariakreuza@yahoo.com.br) on 2015-04-17T11:07:00Z No. of bitstreams: 1 DISS MP Cláudio Medeiros. 2015.pdf: 915597 bytes, checksum: 88f7004fc59d4cbe39fb73ca3fa416b4 (MD5) / Approved for entry into archive by Maria Creuza Silva (mariakreuza@yahoo.com.br) on 2015-04-20T11:00:53Z (GMT) No. of bitstreams: 1 DISS MP Cláudio Medeiros. 2015.pdf: 915597 bytes, checksum: 88f7004fc59d4cbe39fb73ca3fa416b4 (MD5) / Made available in DSpace on 2015-04-20T11:00:53Z (GMT). No. of bitstreams: 1 DISS MP Cláudio Medeiros. 2015.pdf: 915597 bytes, checksum: 88f7004fc59d4cbe39fb73ca3fa416b4 (MD5) / O emprego de tecnologias gerenciais que buscam a melhoria do desempenho com a satisfação do cidadão na Administração Pública brasileira cresceu, sobretudo a partir do movimento de Reforma Gerencial desencadeado na década de 90. Dentre estas tecnologias destaca-se a Gestão da Qualidade, especialmente, os Sistemas de Gestão da Qualidade ISO 9001:2008. Com base em modelos lógicos causais, operacionais e teóricos, este estudo avaliou a implantação do Programa de Gestão da Qualidade IS0 9001:2008 na Coordenação Geral de Sangue e Hemoderivados, do Ministério da Saúde (CGSH/MS), identificando as motivações para implantação, o grau de implantação, os fatores que favoreceram e dificultaram e os efeitos decorrentes, percebidos até o momento. Constatou-se que o Sistema de Gestão da Qualidade (SGQ) encontra-se parcialmente implantado. Em termos de seus componentes, é completa a implantação dos documentos e procedimentos, e são parciais as implantações da capacitação da força de trabalho, do mapeamento e da padronização dos processos, da adequação aos requisitos da ISO 9001, das auditorias internas. Quanto ao componente da certificação externa, a implantação ainda é incipiente. Os motivos que levaram à implantação foram de caráter interno, relacionados à organização e à melhoria do desempenho. A certificação externa foi considerada motivo secundário. O elemento de maior destaque nos fatores que favoreceram a implantação foi a liderança desempenhada pelo Coordenador Geral, seguida e reproduzida pelos responsáveis de áreas junto à suas respectivas equipes de trabalho. As dificuldades identificadas foram relacionadas a aspectos operacionais como limitações de entendimento da norma, falta de sistema de informática e capacitação deficiente. Como efeitos, foram identificadas as melhorias da organização e da rotina com reflexos nos resultados organizacionais. O acréscimo de trabalho sentido pelos técnicos foi considerado um efeito negativo do programa, o que pode vir a ser uma ameaça à sua continuidade.

Coordenação de Aperfeiçoamento de Pessoal de Nível Superior / The use of methodologies such as Quality Control Circle (QCC) involving group activities to identify and solve problems in the workplace results in the improvement of this site and in employee motivation. Thus the employee has the opportunity to make suggestions to improve and to be more involved with the company. This research aims to propose and implement a system of QCC in a small business located in the central region of Rio Grande do Sul. This research is characterized as an action research with qualitative approach of exploratory, descriptive and explanatory character. From the main results obtained, we highlight the importance of this work to the area of Production Engineering before the activities developed, where it was shown that the QCC can be deployed in a small business. It is important to point that a proposal for a systematic of QCC was created and deployed; a training was provided to employees on the methodology and quality tools; projects were developed within established goals for quality, productivity and safety; development of a simplified QCC manual. In addition, the research provided a cultural change within the company, increasing the motivation of QCC members in becoming more involved. The environment of the company became cleaner and more organized with the implemented projects. Finally, we highlight the importance of research for small and medium businesses. / O uso de metodologias como o Círculo de Controle da Qualidade (CCQ) que envolvem atividades em grupo para identificação e solução de problemas no ambiente de trabalho resulta na melhoria deste local e na motivação do colaborador. Pois, esse tem a oportunidade de dar sugestões de melhorias e de ser mais participativo dentro da empresa. Essa pesquisa tem por objetivo propor e implantar uma sistemática de CCQ em uma empresa de pequeno porte, localizada na região central do Rio Grande dos Sul. A pesquisa caracteriza-se como pesquisa-ação, com abordagem qualitativa de caráter exploratório, descritivo e explicativo. Como principais resultados obtidos, destaca-se a importância desta pesquisa para a área de Engenharia de Produção perante as atividades desenvolvidas, onde se comprovou que o CCQ pode ser implantado em uma empresa de pequeno porte. Salienta-se que foi elaborada uma proposta de sistemática de CCQ e implantada; proporcionou-se treinamento aos colaboradores sobre a metodologia e ferramentas da qualidade; desenvolvidos projetos dentro das metas estabelecidas quanto a qualidade, produtividade e segurança; elaboração de um manual de CCQ simplificado. Além disso, a pesquisa proporcionou uma mudança cultural dentro da empresa, aumentando a motivação dos circulistas em tornarem-se mais participativos. A empresa tornou-se um ambiente mais limpo e organizado com os projetos implantados. Por fim, destaca-se a importância da pesquisa para empresas de pequeno e médio porte.

Bakgrund och problem: Studien undersöker en organisatorisk förändring i en av Sveriges storbanker. Organisatoriska förändringar kan förklaras utifrån olika teorier. Författarna undersöker avsikten och tolkningen bakom en organisatorisk förändring utifrån Røviks två perspektiv, verktyg- och symbolperspektivet. Syfte: Studiens syfte är att undersöka ledningens avsikt med den organisatoriska förändringen i en av Sveriges storbanker. Studien undersöker också medarbetarnas tolkning av ledningens avsikt och mottagandet av reformen. Metod: Studien har utförts genom en kvalitativ forskningsmetod och genom en deduktiv ansats. Data har samlats in genom en fallstudie med nio semistrukturerade intervjuer. Denna studie avgränsar sig till att undersöka en organisatorisk förändring i en av Sveriges storbanker på tre kontor i Stockholms Län. Undersökningen innefattar reformens implementering våren 2017 fram till genomförandet av studiens intervjuer våren 2018. Resultat och slutsats: Ledningens avsikt med reformen var att tillfredsställa kunden och att klara av konkurrens på marknaden. Storbanken argumenterade förändringen utifrån ett rationellt verktygsperspektiv. Författarna förklarar reformen som en lösning på de rådande problemdefinitionerna utifrån normer i den institutionella omgivningen. Det fanns olika åsikter bland medarbetarna och cheferna om medarbetarens mottagande av reformen. / Background and Problems: The study examines an organizational change in one of Sweden's major banks. Organizational changes can be explained through different theories. The authors analyzes the intention and interpretation behind an organizational change from Røvik’s two perspectives, the tool and symbol perspective. Purpose: The purpose of the study is to examine the intention of the management with the organizational change in one of Sweden's major banks. The study also analyzes the employees interpretation of the management's intentions. Method: The study has been conducted through a qualitative research method and through a deductive approach. Data has been collected through a case study with nine semistructured interviews at three offices in Stockholm County. This study limits to an organizational change in one of Sweden's major banks from the implementation of the reform in spring 2017 until the execution of the study interviews in spring 2018. Result and conclusion: The management's intention of the reform was to achieve customer satisfaction and to cope with competition in the market. The bank argued the change based on a rational tool perspective. The authors explain the reform as a solution to the current problem definitions, based on norms in the institutional environment. There were different opinions among employees and managers about the employee's acceptance of the reform.

Arbetet har genomförts på ett marknadsledande företag inom måleri-industrin, där rapportens fokus legat på att ta fram underlag för vilka områden som företaget behöver förbättra för att certifiera sig mot ISO 9001:2015. Produktionsavdelningen har i rapporten setts som ett fristående företag i syfte att kunna tillämpa de krav i standarden som faller på högsta ledningen. Rapporten har behandlat de problem som de flesta företag kan uppleva i övergångsprocessen till ISO 9001:2015. Frågeställningar är upplagda för att ge svar på hur väl det studerade företaget uppfyller kraven i nuläget och för att sedan presentera en gap-analys över vad som fattas för att nå de krav som inte uppfyllts. Dessa analyser leder till ett resultat där viktiga förbättringsområden inom företaget presenteras tillsammans med förslag på åtgärder för att uppfylla de krav som ställs i ISO-standarden.  För att göra arbetet så trovärdigt som möjligt har flera olika metoder använts och utvärderats, för att sedan kunna göra en rättvis bedömning över företagets nuläge. Metoderna som presenteras i rapporten involverar bland annat en metod för egenbedömning, där författarna har fått inspiration från tidigare examensarbeten, intervjuer med revisionsbolag och relevant personal på företaget. Det har även genomförts en observation/survey-undersökning på operatörerna i företaget för att få en inblick i deras bild av verksamheten. Rapportens diskussion och slutsats presenterar de områden i verksamheten som företaget brister i och ger förslag på hur företaget bör utveckla dessa. De huvudområden som har identifierats är: ständiga förbättringar, ledarskap, processinriktning och riskbaserat tänkande.  Dessa områden har författarna analyserats som det mest bristfälliga områden som företaget bör vidareutveckla och åtgärdsförslag på hur de kan utveckla dessa områden har presenterats. Åtgärdsförslagen är baserade på författarnas kunskap och erfarenheter, där förslagen utvecklats i samråd med handledare och personal på företaget. Slutsatsen utvärderar även metodernas och verktygens lämplighet vid implementering av ISO 9001:2015 i en organisation / The thesis work has been carried out in a market-leading company in the painting industry, where the main focus of the report focuses on which areas in the company that needs improvement in order to certify itself against ISO 9001:2015. The production department has been reported as an independent company within the company in order to apply the requirements of the standard that fall on management. The report has addressed the problems that most companies have in the transition process to ISO 9001:2015. The issues are formulated to provide answer to how well the studied company meets the requirement at current situation and then present a gap-analysis of what needs to be done to meet the requirements that are not met. These analysis leads to a result where key areas of improvement within the company are presented together with proposals to meet the requirements of the ISO-standard. In order to make the thesis as credible as possible, several different methods have been used and evaluated, to then make a fair assessment of the company’s current situation. The methods presented in the report include, among other things, a method of self-assessment, where the authors have received inspiration from previous thesis works, as well as interviews with an audit firms and relevant staff at the company. An observation/survey has also been conducted on the operators in the company to gain an insight of how they feel about the company’s work with ISO-standards. The report's discussion and conclusion presents the areas in the business that the company is lacking and suggests how the company should develop these areas. The key areas identified are: continuous improvement, leadership, process orientation and risk-based thinking. These areas have been analyzed by the authors as the most deficient areas that the company should further develop and proposals for how to develop these areas have been presented. The action proposals are based on the authors' knowledge and experience, where the proposals were developed in consultation with supervisors and staff at the company. The conclusion also evaluates the suitability of methods and tools for implementing ISO 9001: 2015 in an organization.

Made available in DSpace on 2016-06-02T19:51:59Z (GMT). No. of bitstreams: 1 DissLSL.pdf: 1001454 bytes, checksum: 379f1a5f21d63f323df3f06bc884c6ab (MD5) Previous issue date: 2004-12-02 / Financiadora de Estudos e Projetos / The agents of Brazilian dairy production chain work with critical rates of losses, starting from the dairy rural company that, several times, supply raw material characterized by low quality. This low quality may be justified by problems with planning, execution and control of daily activities in the farm. In this context, the present dissertation proposes a reference model of Quality Management System (QMS) for dairy farms. The model´s aim is establish the quality management requirements and the principles needed to assure the quality and security of milk, as well as needed to the continuous improvement of the process activities. The model contents two modules: Basis Module is shaped by a set of principles and conditions that orient all the system, while Requirements Module is shaped by a set of requirements that execute and manage the system in the practice based on data and facts generating decisions and plans in the daily of dairy farm. Farther on showing the modules details, this work presents a proposal of the QMS documentation structure and also a set of suggestions to the model implementation in the dairy farms. With its implementation, the model may minimize costs with losses and reworks, and generate higher satisfaction to the farm´s customers (industrial establishments) and final consumers of chain. According to the assessment realized with a sample of the target public (farmers and rural extension agents), the model accomplishes its purpose. Although its language had been evaluated as a weakness, the QMS was considered an important mean to the Brazilian dairy farmers get a professional status. / Os agentes da cadeia produtiva leiteira brasileira convivem com índices críticos de perdas, começando pela propriedade rural que, muitas vezes, fornece matéria-prima de baixa qualidade. Baixa qualidade que pode ser justificada por problemas de planejamento, execução e controle das atividades do dia-a-dia da propriedade. Nesse contexto, a presente dissertação propõe um modelo de referência de Sistema de Gestão da Qualidade (SGQ) para propriedades rurais leiteiras. A finalidade do modelo é estabelecer os princípios e requisitos de gestão da qualidade necessários à garantia da qualidade e da segurança do leite, bem como à melhoria contínua das atividades inerentes ao processo de produção leiteira. O modelo é constituído por dois módulos: o Módulo Base do SGQ é formado por um conjunto de princípios e condições que norteiam todo o sistema, enquanto que o Módulo Requisitos do SGQ é formado por um conjunto de requisitos que executam e gerenciam o sistema na prática, com base em dados e fatos gerando decisões e planos no dia-a-dia da propriedade leiteira. Além do detalhamento dos módulos, apresenta-se uma proposta de estrutura de documentação do SGQ bem como um conjunto de recomendações para implantação do modelo em propriedades rurais leiteiras. Uma vez implantado, o modelo contribui para a redução de custos com perdas e retrabalhos, bem como para a geração de maior satisfação ao cliente (laticínios) e aos consumidores finais da cadeia. Segundo a avaliação realizada junto aos representantes de seu público-alvo (produtores e extensionistas rurais), o modelo teórico cumpre a finalidade para a qual foi proposto. Apesar de sua linguagem ter sido avaliada como um ponto fraco, o SGQ foi considerado um importante meio para a profissionalização do produtor rural brasileiro.

The goal of this work is to describe the importance of Quality management system for enterprise management, eveluate the level of launching this quality management in the company, joint stock company, and to suggest possible improvement of quality management in this company.

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.

The thesis investigated the application and implementation of marketing practices in public library services in the UK and Republic of Ireland, using local authority leisure services as a comparator. The empirical research included both qualitative and quantitative methodologies to assess marketing strategy development in public libraries, using a comparison with local authority leisure services to provide a contextual framework. The research covered the period 1991-1999, using a triangulation approach of national questionnaire surveys, case study interviews and document analysis, as well as extensive reference to the relevant literature. The research was conducted during a period of increasing economic, political and social pressure to improve the effectiveness and efficiency of public sector services. The growth of consumerism in the 1980s and 90s had increased pressures on public libraries to provide an even wider range of quality services at a time of financial restraint. The hypotheses for the research were: that marketing principles, which have been modified to meet the needs of not-for-profit services, are essential for the delivery of effective public library services; the successful implementation of such relevant marketing principles and practice in public library services is dependent on a range of organizational, environmental and cultural constraints. The research found the hypotheses to be valid; there were a number of significant constraints on public library marketing, including government legislation, budget reductions, local government reorganization, and a lack of marketing awareness and customer orientation. Recommendations included the fundamental reorientation of library service delivery from a product orientated organization to a customer focused service; further research to investigate the linkages between marketing tools and the principles of total quality management; and research into the marketing training and continuing education needs of senior managers, the marketing awareness of elected members, and the in-house training of all library staff in marketing theory and techniques.

Bakgrund: Tjänsteindustrin har kommit att bli dominerande på världsmarknaden vilket bidragit till ökad konkurrens för tjänsteproducerande företag. Inom hotellindustrin visar sig detta genom nya aktörer som utmanar traditionella hotell på sätt som inte tidigare varit möjligt. Att erbjuda en hög grad av kvalitet är därmed en förutsättning för hotell för att skapa konkurrensfördelar och på så sätt kunna konkurrera med nya aktörer. Arbetet med kvalitetsstyrning är emellertid komplext eftersom tjänstekvalitet inte fullt går att säkerställa innan tjänsten levererats, då kunden oftast är en aktiv deltagare i produktionsprocessen. Vid leveransen bedöms dessutom kvaliteten på tjänsten subjektivt, vilket ytterligare bidrar till kvalitetsstyrningens komplexitet. Tidigare forskning indikerar att studier kring tjänstekvalitet inom hotellbranschen i olika länder behövs. Genom att undersöka begreppet ur såväl ett konsument- som producentperspektiv kan studien bidra med kunskap kring hur tjänstekvalitet bör styras. Syfte: Syftet med denna studie är att undersöka och analysera hur svenska hotell säkerställer en hög grad av kvalitet. Vidare ämnar vi undersöka vilka faktorer som påverkar kunders upplevda tjänstekvalitet för att nå en ökad insikt i hur hotell kan anpassa deras kvalitetsarbete för att möta kunders förväntningar. Genomförande: Studien är av kvalitativ karaktär och har en multipel fallstudiedesign. Det empiriska materialet har samlats in med hjälp av två skilda tillvägagångssätt. Åtta respondenter som representerar fyra fallföretag har intervjuats, vilket kompletterats med granskning av 1 082 gästomdömen från externa bokningssidor för samma fyra fallföretag. Slutsats: Studiens resultat konstaterar att vissa verktyg inom kvalitetsstyrning kan nyttjas av svenska hotell för att säkerställa tjänstekvalitet. Såväl kvalitet som kundnöjdhet kan uppnås genom att hotell tar hänsyn till Total Quality Managements kritiska faktorer samt tillämpar delar av Service blueprint. Vidare konstaterar studiens resultat att åtta faktorer påverkar hotellgästers upplevda tjänstekvalitet i olika utsträckning. Resultatet kan således användas av svenska hotell för att möta hotellgästers förväntningar och på så sätt öka kundnöjdhet samt upplevd kvalitet, vilket slutligen stärker deras rykte på externa bokningssidor. / Background: Service producing companies are experiencing increased competition as a result of the service sectors’ permanent growth. This is demonstrated within the hotel industry where new competitors are challenging traditional hotels in ways that earlier was not possible. Offering high quality services is consequently a necessity for hotels in order to create competitive advantages. However, quality control is a complex matter since service quality cannot fully be assured prior to the service being delivered. The customer is, more often than not, actively participating in the production process and the assessment of perceived service quality is subjective, which further contributes to the complexity of quality control. Previous research suggests that additional studies regarding service quality within the hotel industry are needed. By studying the concept through the eyes of both a consumer as well as a producer this study can provide knowledge regarding how service quality should be managed. Purpose: The purpose of this study is to examine and analyze how Swedish hotels ensure high quality services. Furthermore, the study aims to examine which factors affect customers’ perceived service quality in order to gain increased insight on how hotels can conform quality control, as a way to meet customer expectations. Completion: The study is based on a qualitative approach and has the design of a multiple case study. The study’s empirical data has been collected through two separate approaches. Interviews were conducted with eight respondents representing four case companies. In addition to interviews, we examined 1 082 guest reviews from external booking sites regarding the same four organizations. Conclusion: The study states that certain tools for quality control can be implemented in order for Swedish hotels to ensure service quality. By considering the critical factors of Total Quality Management and applying parts of Service blueprint both service quality and customer satisfaction can be attained. Additionally, the results of this study states that there are nine factors affecting customers’ perceived service quality to various extents. Swedish hotels can thereby use the results in order to meet guest expectations and increase customer satisfaction, which ultimately strengthens their reputation on external bookingsites.

Technology is accepted as one of the key aspects that influence society and business in an unmistakable manner. Current literature is however not singular in its views and methods of technology strategy, its interface with business strategy, and how technology strategy is executed and assessed internally. The text adopts a 3-tiered domain approach at the outset, focusing on the integration of (i) strategy, (ii) measurement and (iii) architecture. The literature assessment was carried out on the hand of the three domains and ultimately resulted in the proposed internal technology strategy assessment framework for the services sector. At the heart of the framework is the merging of the disciplines and current models of (i) technology management (MOT), (ii) business architecture, (iii) strategic performance measurement and (iv) total quality management. The model aims to indicate that specific modelling techniques coupled with an excellence scorecard, can facilitate the mathematical assessment of strategic contribution of individual technology artefacts to a specific business strategy. The proposed model is represented in the text in flowchart form and is supplemented by the derivation of the required research approach, namely case study protocol. Three case studies were conducted, each of which is resident in the services sector, and the tabulated results are presented in the text and its appendixes. The results obtained indicate that strategic artefact differentiation on a procedural level can indeed be obtained. These results are consistent throughout the three case studies and valuable future benefit could be extrapolated for (i) continuing investigation on the hand of the model, as well as (ii) cross-pollination to the disciplines of (a) enterprise modelling and design and (b) project management. / Dissertation (MEng (Technology Management))--University of Pretoria, 2006. / Graduate School of Technology Management (GSTM) / unrestricted