Local governments are under tremendous pressure to control their costs and improve their services. Managing quality at local government level implies an enormous upheaval in organisational culture. The changing environment calls for new approaches to meeting the organisation’s mission. Total quality management is one of the tools, which government organisations are embracing to meet the growing demand of a changing environment. This paper will discuss the quest for service excellence and continuous improvement and the role of employees in total quality management and how this can be maximized by managers. It will also focus on cultural transformation principles that are useful in promoting quality processes and output and consequently service excellence in an organisation. The main objective of this research study is to investigate how a total quality management organisational culture can be developed at Eden District Municipality. To realize it, the current organisational culture at Eden District Municipality was analysed to determine what should be done. A literature review was conducted to determine the components of a total quality management organisational culture. All this information was used to formulate an approach for the development of a total quality management organisational culture. The empirical study involved a questionnaire, a sample and statistical analysis adapted to solve the main and sub-problems of the study. The research data indicated that Eden District Municipality does not support a total quality management organisational culture.

The aim of this thesis is to analyze and assess the quality management system in a chosen firm and to propose measures that would lead to the improvement of its functioning. The theoretical part deals with quality management in manufacturing companies, describes the individual approaches to quality management, tools and methods. The practical part describes the quality management system in the company Robert Bosch, spol. s r.o., České Budějovice and its assessment is performed based on an analysis of documents relating to quality management, interviews with managers and employees of the quality department and observing the functioning of the quality management system. Thesis is then focused on several areas with potential for improvement. One of them is documenting of product audit, with lack of evaluation of the records of the tests. Proposed measure is electronic archiving of records and statistical processing of data from tests on these records listed. Another area is related to the archiving of samples. Set of measures to improve the samples archiving system is applied, together with cost saving measures.

This thesis deals with the application of quality management in the unconventional field of logistics that are increasingly becoming inseparable parts. The aim of the thesis is to find out logistics provider's attitude and opinion about various aspects of the quality, their interest in quality management and especially its usefulness in the real world. Secondary aim is to analyze the concept of quality management, methods being used and matter of connection with logistics. The theoretical part of the thesis focus on historical development and definition of the quality. There are methods being used to improve the quality, strategic importance of quality management and different types of quality awards in Czech Republic and around the world. In the next chapter are the most frequently discussed approaches to quality management as ISO 9000 standards and Total quality management. Following section is devoted to logistics and logistics providers. Last chapter deals with customer satisfaction in 21st century and customer expectations. Practical part is centered on creation of the survey, evaluation of the obtained data and the final result.

The aim of this thesis is to analyze Long-Term Care in the Czech Republic, to design a Quality Management System for Long-Term Care, and to demonstrate its practical application in Gerontological Centre. A Quality Management Handbook for Long-Term Care represents an additional aim of this thesis; it is designed for Health and Social organizations having a similar spectrum of activities. This work relies on document analysis - available scientific studies on long-term care, and literature focused on quality management. A significant part of the text is supported by our own practical experience and is reinforced by consultations with experts in senior care. ISO systems, TQM approaches, Standards of social services, and National accreditation standards for subsequent and long-term care SAK ČR (United Accreditation Commission of Czech Republic) have been used as a starting point for the proposed Quality Management System. The proposed system has a broad scope, including resources, processes and outputs. The systems used in practice have some common parts; therefore the proposed model may be easily modified to accommodate the specific requirements of individual certification authorities.

Managing water quality aspects requires the use of integrative tools that allow a holistic approach to this problem. Water quality models coupled to hydrodynamic models are these tools. This study presents the application of the water quality model WASP coupled to the hydrodynamic model DYNHYD for two distinct reservoirs: Lake Texoma and Tocoma Reservoir. Modeling the former included simulations of water velocities, water level, and four chemical and physical compounds: chlorides, dissolved oxygen (DO), biochemical oxygen demand (BOD), and total suspended solids (TSS); and validation of the results by comparing with observed values during March - May, 1997. The latter is still under project status and the simulation was performed in a prospective way. The analysis included simulations of water velocities under current and for expected conditions, DO and BOD. Both models, DYNHYD and WASP, fitted pretty well to observed conditions for Lake Texoma and for where Tocoma Reservoir has been planned. Considering management and decision support purposes, the role of boundary and loading conditions also was tested. For Lake Texoma, controlling boundary conditions for chlorides is a determinant factor for water quality of the system. However, DO and TSS in the reservoir are governed by additional process besides the condition of the boundary. Estimated loadings for this system did not provided significant effects, even though the allocation of a load for chlorides resulted in significant changes in the trend for expected chloride concentrations at the Washita River Arm of Lake Texoma. For Tocoma Reservoir, the expected concentration of DO all over the reservoir is going to driven by boundary conditions, as well as by the management of autochthonous BOD loadings provided by vegetation decomposition. These two factors will be determinant for the resulting water quality of the future reservoir.

Bibliografický záznam WINZBERGEROVÁ, Alžběta. 2015. Odborný a osobnostní profil manažerů kvality fakultních nemocnic v České republice. Praha: Univerzita Karlova, Fakulta humanitních studií, Katedra řízení a supervize v sociálních a zdravotnických organizacích. 85 stran. Vedoucí diplomové práce Mgr. Petr Vrzáček. Abstract The thesis is focused on the quality management in the healthcare organizations. Quality management is perceived as a process or a set of processes, which are coordinated by a responsible person - a quality manager. The thesis summarizes the expert theoretical knowledge about the historical development of the quality requirements, about the quality management systems in healthcare and it introduces the institutional framework of quality and safety in healthcare organizations in the Czech Republic. The emphasis is especially given to the profile and job description of quality managers. The objective of this thesis is to create a professional and personal profile of quality managers working at the Czech university hospitals. The method of data collection used is semi structured interview. The results from the analysis show that quality managers were educated in different fields, but still they have similar personal characteristics. They perceive their job as exhausting, but they keep being...

El presente trabajo de investigación dota de un análisis aplicativo que se fundamenta en el Sistema de Gestión de Calidad (SGC) orientado al desarrollo y ejecución de los proyectos de construcción en el mercado de Lima Metropolitana. La Curva de Liberación versión simplificada como complemento de la “Curva S” se desarrolló con el fin de sincerar la situación real de avance y estimación de la terminación de los entregables de un proyecto. En efecto, las empresas constructoras deben mejorar y desarrollar productos de calidad que satisfacen las expectativas del cliente, y con ello, ganar posicionamiento e imagen, el cumplimiento del total de requerimientos del cliente se denomina calidad. Probablemente, la primera inquietud relacionada a la calidad en la industria de la construcción es la recepción del proyecto concluido por parte del cliente. Ello tiene implicancia en el cumplimiento del alcance del Proyecto de manera real y de los requisitos acordados con el cliente. Sin embargo, al momento de tratar los plazos de recepción de la obra en la construcción también es de completo interés tomar en cuenta el costo que esta representa y aspectos como la calidad de la obra. Dado que uno de los propósitos de amplia importancia es maximizar la rentabilidad del proyecto, los costos que se relacionan con la gestión de calidad deben ser considerados. A medida de la imperiosa necesidad de incrementar la capacidad de atención en la Institución Educativa, el nuevo Centro Tecnológico de SENATI, acordó poner en marcha la obra “Adecuación de Infraestructura de la Escuela Superior de Tecnología – SENATI de Villa El Salvador (VES)”. El trabajo de investigación desarrolló la curva de liberación versión simplificada para evitar el Síndrome del 90%, determinando su impacto en el proyecto de estudio. El objetivo general propuso una metodología que permita una mejora en la dirección de la construcción del proyecto. Se determinó como costo directo de adecuación en obra la suma de S/. 248,990.85 soles y un plazo de ejecución de 75 días calendarios, obteniéndose mediante el análisis de las cinco (05) valorizaciones, el retraso injustificado y partiendo de allí se desarrolló la matriz de restricciones con la finalidad de plantear las acciones correctivas. En efecto, se demuestra en la investigación que el nivel de confiabilidad del desarrollo de los pasos de la obra impacta de manera positiva en su culminación. Por lo tanto, se debe tomar en cuenta la gestión de los costos de calidad, por ello, los costos de los recursos para el aseguramiento y control de la calidad del proyecto (costos controlables) deben ser gestionados, asimismo, los costos que se relacionan al cumplimiento de ellos (costos no controlables). Si hay una mala gestión, se compromete parte de la utilidad del proyecto. Frente a ello es indispensable aplicar herramientas relacionadas con el control de avance real de la obra frente al cronograma planteado, para ello se aplicó la curva de liberación versión simplificada para evitar el Síndrome del 90%. Finalmente, el estudio sirve como un marco referencial para los directores de proyectos; como guía en sus actuales y futuras obras, adaptándolo a su realidad. / This research work provides an application analysis that is based on the Quality Management System (QMS) oriented to the development and execution of construction projects in the Lima Metropolitan market. The Release Curve simplified version as a complement to the “Curve S” was developed in order to ascertain the real situation of progress and estimate of the completion of the deliverables of a project. Indeed, construction companies must improve and develop quality products that meet customer expectations, and thereby gain positioning and image, meeting the total customer requirements is called quality. Probably the first concern related to quality in the construction industry is the reception of the completed project by the client. This has implications in the fulfillment of the scope of the Project in a real way and of the requirements agreed with the client. However, when dealing with the deadlines for receiving the work in construction, it is also of complete interest to take into account the cost it represents and aspects such as the quality of the work. Since one of the most important purposes is to maximize the profitability of the project, the costs that relate to quality management must be considered. As the urgent need to increase the capacity of attention in the Educational Institution, the new Technological Center of SENATI, agreed to launch the work “Adaptation of Infrastructure of the Higher School of Technology - SENATI of Villa El Salvador (VES)”. The research work developed the simplified version release curve to avoid the 90% Syndrome, determining its impact on the study project. The general objective proposed a methodology that allows an improvement in the direction of the construction of the project. The sum of S/. 248,990.85 soles and an execution period of 75 calendar days, obtained by analyzing the five (05) valuations, the unjustified delay and starting from there the restriction matrix was developed in order to propose corrective actions. Indeed, it is demonstrated in the investigation that the level of reliability of the development of the steps of the work has a positive impact on its completion. Therefore, the management of quality costs must be taken into account, therefore, the costs of resources for the assurance and quality control of the project (controllable costs) must be managed, as well as the costs that are related compliance with them (uncontrollable costs). If there is mismanagement, part of the utility of the project is compromised. In view of this, it is essential to apply tools related to the control of the real progress of the work against the proposed schedule, for this, the simplified version release curve was applied to avoid the 90% Syndrome. Finally, the study serves as a frame of reference for project managers; as a guide in his current and future works, adapting it to his reality. / Trabajo de investigación

Syftet med detta examensarbete är att bidra med kunskap om hur kundfokus enligt Total Quality Management kan förstärkas i socialtjänstens uppföljning av insatsen vård-och omsorgsboende. Genom kvalitativ metod har dokumentanalys och kartläggning av dokument från socialstyrelsen och tre olika kommuner genomförts för att undersöka vilka verktyg för kvalitetssäkring som används av socialtjänsten idag. Verktygen som inhämtades var identiska i form av kvantitativa uppföljningsfrågor. De bedömdes inte vara tillräckligt kundorienterade ur TQM perspektiv och därför modifierades dessa till en ny intervjumall med öppna frågor. Den modifierade intervjumallen testades på fyra informanter som bor på vård-och omsorgsboende för att undersöka på vilket sätt kundperspektivet i uppföljningsprocessen kan bidra till högre kvalitet på insatsen. Slutsatsen är att uppföljningar med öppna frågor var ett steg närmare kundperspektivet, men dock inte tillräckligt då uppföljningsfrågorna endast undersökte informanternas basbehov. Förbättringsområden på insatsen vård-och omsorgsboende som identifierats från informanternas utsagor stämmer med vad tidigare forskning definierat som största svårighet med implementering av TQM i offentlig sektor: begränsade ekonomiska resurser samt att tillgodose en stor grupps varierade och individuella behov. Begränsade ekonomiska resurser leder till personalbrist, brist på utbud på aktiviteter och hur ofta de kan genomföras samt mindre varierade måltider och sämre kvalitet på råvaror. / The purpose of this report is to contribute with knowledge of how customer focus from a perspective of Total Quality Management can be strengthened in the social services' follow-up of care and care housing. Qualitative document and survey analysis of documents from the Swedish National Board of Social Affairs and three different municipalities were carried out to investigate which tools for quality assurance are used by the social service today. The tools obtained were identical in the form of quantitative follow-up questions. They were not considered to be sufficiently customer-oriented from TQM's perspective and therefore these were modified to a new interview template with open questions. The modified interview template was tested on four informants who live in nursing homes to investigate how the customer perspective in the follow-up process can contribute to higher quality of the intervention. The conclusion is that follow-ups with open questions were one step closer to the customer perspective, but not enough, since the follow-up questions only examined the informants' basic needs. Areas of improvement in nursing home care services identified from the informants' statements are consistent with what previous research has defined as the greatest difficulty in implementing TQM in the public sector: limited financial resources and meeting a large group's varied and individual needs. Limited financial resources lead to staff shortages, lack of range of activities and how often they can be carried out as well as less varied meals and poor quality of raw materials / <p>2020-06-26</p>

Byggindustrin förknippas ibland med bristande kvalitet. Genom att använda kvalitetsstyrningsverktyg i produktionen ska rätt kvalitet på slutprodukten ges. I rapporten studeras kvalitetsarbetet på ett entreprenadföretag för att undersöka om något kan göras annorlunda för att höja kvaliteten på slutprodukten. Genom att genomföra en kvalitativ intervjustudie med nio produktionschefer på ett och samma företag analyseras vad i arbetssättet som fungerar bra och vad som kan förbättras. Resultatet visar att mycket i det nuvarande kvalitetsarbetet fungerar bra, men att det är flera faktorer som spelar en väsentlig roll för hur kvaliteten på slutprodukten blir. Att använda besiktningsmän i ett tidigt skede underlättar arbetet med att verifiera kravställningen och nå en slutprodukt med hög kvalitet. Det framkommer att kontrollerna av det utförda arbetet kan utförs av yrkesarbetarna, vilket kan höja motivationen till att utföra ett arbete med hög kvalitet. / Construction industry has in some cases been associated with lack of fulfilling the quality requirements. By application of quality control tools in production, quality targets should be more achievable. This report is a study of the quality management system of a construction company, in order to investigate the possibilities of improving the quality of the delivered product. By conducting a qualitative interview study consisting of nine production managers from the same company, an analysis was made on the work process to determine what was working and what could be improved. The result shows that a lot in the current work process is working well. Even so, the study shows that many factors affect the final quality result. The use of inspectors at an early stage makes verification of customer specifications easier and increases the final product quality. Moreover, the controls can be done by the construction workers which in turn increases motivation for quality performance in daily activities.

Lämpar sig alla typer av organisationskultur för kvalitetsinitiativ enligt metoden Total Quality Management(TQM)? Uppsatsen belyserden frågan med utgångspunkt i en fallstudie av en svensk domstol där en ny myndighetschef tillträdde 2021. Syftet med uppsatsen är att undersöka hur den upplevda och önskade organisationskulturen vid en svensk domstol förändrades under det första året sedan en ny myndighetschef tillträtt. Syftet är ocksåattundersöka hur organisationskulturen skiljer sig mellan domstolens olika yrkeskategorier, och om förändringen mellan mättillfällena skiljer sig åt mellan dem. Syftet är -slutligen -att med utgångspunkt i den uppmätta organisationskulturen ta ställning till om organisationskulturen i domstolen lämpar sig för kvalitetsinitiativ enligt TQM eller inte. Syftet preciseras i följande frågeställningar:•Hur förändrades den upplevda och önskade organisationskulturen i domstolen och dess olika yrkeskategorier mellan 2021, då en ny myndighetschef tillträdde, och 2022?•Har domstolen våren 2022 en organisationskultur som lämpar sig för kvalitetsinitiativ enligt TQM?Undersökningen genomfördes genom intervjuer med domstolens ledningsgrupp,genom enkäterriktade till hela personalenoch genom en litteraturstudie. Resultatet visar att organisationskulturen förändrades såtillvida att den interna orienteringen och orienteringen mot stabilitet minskade, liksom genomslaget för den hierarkiska organisationskulturen.Domstolen har 2022 inte en organisationskultur som lämpar sig för kvalitetsinitiativ enligt TQM,eftersom de kulturella dimensionerna i TQM är oförenliga med domstolens organisationskultur. I uppsatsen diskuteras mot den bakgrunden de brister som har uppfattats i teoribildningen inom kvalitetsområdetoch som kan kopplas till organisationskulturen och dess betydelse. / Are all types of organizational culture suitable for quality initiatives according to the Total Quality Management (TQM) method? The essay sheds light on this issue on the basis of a case study ina Swedish court where a new head of authority took office in 2021.The purpose of the thesis is to investigate how the perceived and desired organizational culture in a Swedish court changedduring the first year since a new head of authority took office.The purpose is also to examine how the organizational culture differs between the court's different professional categories, and whether the change between the measurement occasions differs between them. The purpose is -finally -to take a position on the basis of the measured organizational culture on whether the organizational culture in the court is suitable for quality initiatives according to TQM or not.The purpose is specified in the following questions:• How did the perceived and desired organizational culture in the court and its various professional categories change between 2021, when a new head of authority took office, and 2022?• Does the court in the spring of 2022 have an organizational culture that is suitable for quality initiatives according to TQM?The survey wasconducted through interviews with the court's management team, through questionnaires addressed to the entire staff and through a literature study.The results show that the organizational culture changedto the extent that theinternal orientation and the orientation towards stabilitydecreased, as didthe dominance ofthe hierarchical organizational culture. In 2022 the court does not have an organizational culture that is suitable for quality initiatives according to TQM, since the cultural dimensions of TQM are incompatible with the court's organizational culture. In the essay, against this background, the shortcomings that have been perceived in the theory formation within the quality area and that can be linked to the organizational culture and its significance are discussed. / <p>2022-06-05</p>