Σκοπός της διπλωματικής είναι η ανασκόπηση της βιβλιογραφίας και η ανεύρεση των κυριότερων θεωρητικών – εννοιολογικών μοντέλων σχετικά με τη πολιτική ποιότητας 6σ. Ωστόσο ο σημαντικότερος σκοπός ήταν η κατασκευή ενός πλήρους και τεκμηριωμένου ερωτηματολογίου που να ανταποκρίνεται στο περιβάλλον που λειτουργούν οι ελληνικές επιχειρήσεις. Μεθοδολογία: ανασκόπηση της βιβλιογραφίας και πιο συγκεκριμένα των διεθνών ακαδημαϊκών βιβλιοθηκών (emerald) όπου έγινε αναζήτηση άρθρων χρησιμοποιώντας ως λέξεις κλειδιά: 6 σίγμα, κρίσιμοι παράγοντες 6σ, οφέλη του έξι σίγμα, εμπόδια και δυσκολίες του έξι σίγμα, το έξι σίγμα στη παροχή υπηρεσιών, λόγοι εφαρμογής – λόγοι μη εφαρμογής, η απόδοση του έξι σίγμα, εργαλεία και τεχνικές που χρησιμοποιούνται στη πρωτοβουλία έξι σίγμα, το έξι σίγα και η σύνδεσή του με άλλες προσεγγίσεις ποιότητας (TQM, BE, ISO) και lean έξι σίγμα. Αποτελέσματα: η παρούσα εργασία παρουσιάζει τα κυριότερα εννοιολογικά μοντέλα πάνω στη πολιτική ποιότητας 6σ. Επίσης εξετάζει τα μοντέλα αυτά από την πλευρά των επιχειρήσεων παροχής υπηρεσιών και το πώς αυτά εφαρμόζονται επιτυχώς από αυτές. Το τελικό αποτέλεσμα της εργασίας είναι ένα τεκμηριωμένο ερωτηματολόγιο το οποίο προορίζεται για τις επιχειρήσεις παροχής υπηρεσιών και εξετάζει το κατά πόσο η πρωτοβουλία έξι σίγμα είναι γνωστή στα ελληνικά δεδομένα. Περιορισμοί: η εργασία παρέχει μόνο μία ανασκόπηση της βιβλιογραφίας και όχι ερευνητικά αποτελέσματα. Πρακτικές εφαρμογές: η εργασία παρέχει μία πλήρης εικόνα πάνω στα θεωρητικά - εννοιολογικά μοντέλα για την πολιτική ποιότητας έξι σίγμα στις επιχειρήσεις παροχής υπηρεσιών και μπορεί να χρησιμοποιηθεί ως βάση για μελλοντικές εργασίες. Καλύπτει το κενό που υπάρχει στην κατασκευή ενός πλήρους και καλά τεκμηριωμένου ερωτηματολογίου Πρωτοτυπία – αξία: η εργασία αυτή καλύπτει σημαντικά το κενό που υπάρχει στην ελληνική βιβλιογραφία σχετικά με τη πολιτική ποιότητας έξι σίγμα. Συμβάλλει στη παροχή ενός εννοιολογικού πλαισίου για τη πολιτική ποιότητας έξι σίγμα από την πλευρά των επιχειρήσεων παροχής υπηρεσιών. / The purpose of the current thesis is to review the literature and finding the main theoretical - conceptual models on the quality policy 6s. However the most important goal was to build a complete and documented questionnaire to respond to the environment that Greek companies operate. Methodology : literature review and in particular searching at international academic libraries (emerald) of articles using keywords such as: six sigma critical success factors, six sigma benefits, obstacles and difficulties of six sigma, six sigma in the service sector, implementation reasons – reasons for no implementation, the performance of six sigma, tools and techniques used in the six sigma initiative, the six sigma’s connection with other quality approaches (TQM, BE, ISO) and lean six sigma. Results: This paper presents the main conceptual models on the quality policy 6s. Also considers these models from the perspective of service providers and how they apply them successfully. The final outcome of this study is a well documented questionnaire intended for service firms, which examines whether the six sigma initiative is known in Greek service sector. Limitations: The paper provides only an overview of the literature rather than research results. Practical applications: this study provides a complete overview on the theoretical - conceptual models for the quality system of Six Sigma in the service sector and can be used as a basis for future studies. It covers the gap that exists in providing a complete and well- documented questionnaire. Originality - value: this study covers the major gap in Greek literature on Six Sigma quality policy. It provides a conceptual framework for six sigma quality policy on the part of the service providers.

Made available in DSpace on 2014-12-17T15:51:31Z (GMT). No. of bitstreams: 1 ElizangelaJO_DISSERT.pdf: 4772496 bytes, checksum: c1636791586f438993c8ebef82b27aae (MD5) Previous issue date: 2013-06-28 / The research here undertaken analyzes the process of urbanization on the coast of Panamirim - RN and N?sia Floresta - RN, arising from leisure, the main leisure expression was considered the second residence and coastal tourism. The leisure promoted the growth of businesses and public and private services to meet consumer demand in that area, which initially occurred with users of second home, and which also gradually begin to occupy the coastline of these municipalities in 1980 and more recently with the development of tourism in the 1990s until now. To undertake such an analysis, we did the georeferencing about the trade and also public and private services of that coast, characterizing them; evaluated the extent to which services deployed in this area meets the demands of tourists and users of second residence; it was also identified how the centrality of Natal interferes in the expansion of services in these locations. The spatial area of research includes the coastal municipalities of Parnamirim and N?sia Floresta, considering the limits of the census of the Instituto Brasileiro de Geografia e Estat?stica- IBGE, and about the time frame, it was considered the 1990s to the present day. The methodology consists of: 1. survey and reading of the literature related to the researched topic, serving as the theoretical analysis in the construction of the object studied; 2. collection and organization of secondary data by the IBGE and tourism sectors of the State of Rio Grande do Norte, Natal and main municipalities of the research; 3. Questionnaires and / or interviews with the traders, service providers, tourists, users of second homes, local residents, and government. The analysis of such data collected allowed the preparation of graphs, maps and tables that illustrate the results obtained in the research field, basing so the study. The relevance of the study is shown by the extensive survey data involving agents of the research, including tourists, users of second homes and, above all, the data for the service sector that did not exist in the analyzed area. The study results identified in the area analyzed the emergence of three new centers, arising from the urbanization process from leisure, one of them located in the municipality of N?sia Foresta Beach in Barra de Tabatinga, and two in Parnamirim, more specifically in locality Pium and Beach Pirangi do Norte. It was further observed that, being located in tourist areas, the main feature of these new centers is seasonality / A pesquisa aqui empreendida analisa o processo de urbaniza??o no litoral de Parnamirim - RN e N?sia Floresta - RN, decorrente do lazer, tendo como principais express?es de lazer a segunda resid?ncia e o turismo no litoral. O lazer promoveu o crescimento de com?rcios e servi?os p?blicos e privados para atender ? demanda consumidora emergente naquela ?rea, que inicialmente ocorreu com os usu?rios de segunda resid?ncia, que come?aram paulatinamente a ocupar o litoral desses munic?pios por volta de 1980 e, mais recentemente, com o desenvolvimento do turismo da d?cada de 1990 at? ent?o. Para empreendermos tal an?lise, georreferenciamos os com?rcios e servi?os p?blicos e privados do referido litoral, caracterizando-os; avaliamos em que medida os servi?os implantados nessa ?rea v?m atendendo ?s demandas de turistas e usu?rios de segunda resid?ncia; procuramos ainda identificar de que maneira a centralidade de Natal interfere na expans?o dos servi?os nessas localidades. O recorte espacial da pesquisa compreende o litoral dos munic?pios de Parnamirim e N?sia Floresta, considerando-se os limites dos Setores Censit?rios do Instituto Brasileiro de Geografia e Estat?stica IBGE. Quanto ao recorte temporal, foi considerada a d?cada de 1990 at? os dias atuais. A metodologia consiste em: 1. levantamento e leitura da produ??o bibliogr?fica relacionada ao tema pesquisado, servindo de aporte te?rico na constru??o da an?lise do objeto estudado; 2. coleta e organiza??o de dados secund?rios junto ao IBGE e secretarias de turismo do Estado do Rio Grande do Norte, de Natal e dos munic?pios-focos da pesquisa; 3. aplica??o de question?rios e/ou entrevistas junto aos comerciantes, prestadores de servi?os, turistas, usu?rios de Segunda Resid?ncia, moradores locais e o Poder P?blico; a analise de tais dados coletados possibilitou a elabora??o de gr?ficos, mapas e tabelas que ilustram os resultados obtidos na pesquisa de campo, embasando assim o estudo. A relev?ncia do estudo se mostra pelo amplo levantamento de dados, envolvendo os agentes da pesquisa, entre eles: turistas, usu?rios de segunda resid?ncia e, sobretudo, os dados referentes ao Setor de Servi?os at? ent?o inexistentes na ?rea analisada. Os resultados do estudo identificou na ?rea analisada a emerg?ncia de tr?s novas centralidades, decorrentes do processo de urbaniza??o a partir do lazer, estando uma delas localizada no munic?pio de N?sia Floresta, na Praia de Barra de Tabatinga e outras duas em Parnamirim, mais especificamente na localidade de Pium e na Praia de Pirangi do Norte. Constatou-se ainda que, por estarem situadas em ?reas tur?sticas, a principal caracter?stica dessas novas centralidades ? a sazonalidade

This research presents a realization of two contemporary apartments of high standard (over 300m²) in Maceió-AL in the focus of the current configuration of the service area, including kitchen, laundry, bedroom and maid's bathroom. From the APO tool - Post Job Analysis, evaluated the use and daily life of two families who live two copies recently built in the city, and has the distinction of gourmet cuisine. Based on the concepts of power and status defined by Pierre Bourdieu and studies on power and gender; the dissertation sought to identify the real function of gourmet cuisine in these enterprises, if it has constituted a part of the service area that opens to the social or it is no real function status just as well if this "new" area Service is composed of old habits historically built in Alagoas or in fact reflects a new style of contemporary living. What we have in these two cases, despite the changing times, is a repeat of the Great House, with well-defined service sector including differential access, still dominated by the female figure (be it wife, employed or both), while the kitchen gourmet seems to be just a fad denomination for a comfortable social sector, dominated, so the male figure. The results were prepared behavioral maps, analyzed the territoriality of each gender, desires that have regarding the study rooms. Social relationships domestically still reflect characteristics with colonial heritage, the man continues in the role of maintainer while the woman has the function of managing the functioning of the housing. Although the study was specific to the perception of two apartments and the daily lives of its residents, it can be said that the gourmet spaces, which can be found in some apartments more often these days, function as symbols of power and status social. / Coordenação de Aperfeiçoamento de Pessoal de Nível Superior / Este trabalho apresenta uma percepção de dois apartamentos contemporâneos de alto padrão (acima de 300m²) em Maceió-AL sob o foco da atual configuração da área de serviço, incluindo cozinha, lavanderia, quarto e banheiro de empregada. A partir da ferramenta de APO – Análise Pós Ocupação, avaliou o uso e cotidiano de duas famílias que habitam dois exemplares construídos recentemente na cidade, e que tem como diferencial a cozinha gourmet. Tomando por base os conceitos de poder e status definidos por Pierre Bourdieu e de estudos sobre poder e gênero; a dissertação buscou identificar a função real da cozinha gourmet nesses empreendimentos, se ela vem se constituindo numa parte de área de serviço que se abre para a social ou trata-se apenas de status sem função real, bem como se esta “nova” área de serviço se constitui de velhos hábitos historicamente construídos em Alagoas ou de fato reflete um novo estilo de morar contemporâneo. O que se vêm nestes dois casos, apesar dos novos tempos, é a repetição da casa-grande, com setor de serviços bem definido inclusive com acesso diferenciado, ainda dominado pela figura feminina (seja ela esposa, empregada ou ambas), enquanto a cozinha gourmet parece ser apenas uma denominação de modismo para um cômodo do setor social, dominado, portanto, pela figura masculina. Como resultados foram elaborados mapas comportamentais, analisados as territorialidades de cada gênero, os desejos que se possuem com relação aos cômodos estudados. As relações sociais no âmbito doméstico ainda refletem características com herança colonial, o homem continua no papel de mantenedor enquanto a mulher tem a função de gerenciar o funcionamento da habitação. Apesar de o estudo ter sido específico à percepção de dois apartamentos e do cotidiano de seus moradores, pode-se afirmar que os espaços gourmet, que podem ser encontrados em alguns apartamentos com maior frequência nos dias de hoje, funcionam como símbolos de poder e status social.

A inovação no setor de serviços vem sendo estudada de modo mais intenso no meio acadêmico nas últimas décadas. Mas, a pesquisa sobre a inovação em micro e pequenas empresas de serviços ainda é baixa, embora esse grupo de empresas seja relevante em termos numéricos e por sua capacidade de gerar empregos. O presente estudo tem como objetivo verificar a percepção dos proprietários de lavanderias domésticas sobre a influência da adoção da inovação na competitividade e produtividade de seus negócios. As práticas que conduzem à inovação nessas empresas, os tipos de inovação adotados e como a inovação impacta na melhora da competitividade e produtividade, são analisadas. As inovações de processo (com foco em sustentabilidade e tecnologia), de marketing e organizacional (com foco em modelos de negócios e linhas de frente e retaguarda), foram estudadas. A pesquisa também foi direcionada à análise do inter-relacionamento entre os diversos tipos de inovação adotados, a competitividade e a produtividade nas empresas. A metodologia escolhida usou a pesquisa bibliográfica teórico-documental, a pesquisa de campo qualitativa (por meio de entrevistas semiestruturadas com especialistas do segmento de lavanderias) e a pesquisa quantitativa (por meio de um questionário de campo com amostra das lavanderias da cidade de São Paulo, com perguntas fechadas e a escala Likert). As hipóteses formuladas foram oriundas da teoria, comparadas com os resultados quantitativos de campo e analisadas as relações entre a adoção dos diversos tipos de inovação, a competitividade e a produtividade. As entrevistas semiestruturadas, assim como a pesquisa quantitativa, foram organizadas para indicarem o inter-relacionamento entre os tipos de inovação e as variáveis competitividade e produtividade. As tipologias da inovação escolhidas da teoria foram aderentes às práticas de inovação das lavanderias domésticas. Os resultados indicaram que existem relações positivas entre todos os tipos de inovação estudados, a competitividade e a produtividade das empresas. Assim como permitiram constatar que a adoção de mais de um tipo de inovação e o inter-relacionamento entre os diversos tipos têm uma relação positiva com o desempenho das empresas, expresso na melhora da competitividade e produtividade. Uma estrutura conceitual básica (framework) que inter-relaciona os diferentes tipos de inovação e estes com as variáveis competitividade e produtividade, foi desenvolvida. / The innovation in the service sector has been studied in a more intense way in the academic environment in the last few decades. However, the research about the innovation in micro and small services is still low, although this group of enterprises may be relevant in numeric terms and by its capacity of generating jobs. The purpose of this study is to verify the perception of the owners of commercial laundries over the influence in the adoption of competitiveness innovation and productivity of its business. The practices that lead to the innovation of process (with focus on sustainability and technology), of marketing and organizational (with focus on business models and front and back lines were studied. The research was also guided towards the analysis of the interrelationship among the many types of innovation adopted, the competiveness and the productivity in companies. The methodology chosen used the theoretical - documental bibliographic research, the qualitative field research (by demi-structured interviews with experts in the laundry area) and the quantitative research (by use of a field inquire with laundry samples in the city of São Paulo, with closed questions and the Likert scale). The hypothesis that were raised were originated from the theory, compared to the quantitative field results and analyzed the relationship between the adoption of several innovation types, the competiveness and productivity. The demi-structured interviews, thus as the quantitative research were organized as to show there are positive relations among these types of innovation studied, the competiveness and the productivity of the companies. Thus as allowed to infer that the adoption of one more type of innovation and the inter-relationship among its several types has a positive relation with the development of companies, expressed in the improvement of competiveness and productivity. A basic conceptual structure (framework) was developed that inter-relates the different types of innovation and these with the variants, competiveness and productivity

The study’s primary research interest is in the area of leadership and creativity. Investigating the literature indicates that there is a gap in knowledge regarding the effect of the Full Range of Leadership styles, especially the influence of transformational leadership on employees’ creative performance. Examining this relationship in different sectors (for example: public government sector); in different cultures (for example: Arab Islamic culture); and from multi-perspectives (for example: leaders and employees) is strongly encouraged by research. The Omani civil service sector was used as a case study, thus the aim of the study was to investigate the degree to which Omani civil service managers practised the Full Range of Leadership styles to influence employees’ creative performance. The study set six objectives which provided the foundation for the structure of the study and the way its research questions were formulated. Accordingly, the study methodology was designed in a way that points towards the achievement of the study objectives. The study adopted a mixed-methods research approach by combining survey questionnaires with semi-structured interviews. This triangulation technique was utilized to enable more accurate investigation and allow in-depth coverage of the issues examined. The probability sampling method as represented by the random sampling technique was adopted for this study and applied to the two groups of managers and employees. The total size of the managers’ sample was 269 participants, while the employees’ sample was 371 participants. In addition, 15 semi-structured interviews were conducted to supplement the quantitative results. The results of this study show that the Omani managers are performing both transformational and transactional leadership styles. Examining the relationship, the study confirms that there is an overall statistically significant relationship between managers’ use of transformational and transactional leadership styles and employees’ creative performance from both managers’ and employees’ perspectives. The results also reveal that Omani managers are infrequently practicing passive/avoidant leadership style and that this style does not contribute to the employees’ creative performance. Further, the study demonstrate that Omani managers’ personal characteristics have a slight effect on managers’ perceptions towards transformational leadership styles and do not have any impact on their perceptions toward employees’ creative performance. Finally, this study contributed to knowledge in several areas where scholars who are interested in investigating the relationship between leadership and creativity will find it valuable.

Competitive Intelligence (CI) has become increasingly important for organisations in the private sector, or profit-making organisations, because the level and intensity of competition has increased in recent years. This increase in the level and intensity of competition has also affected the public sector, or non-profit-making organisations, such as Public Service departments. In South Africa, the Public Service departments have undergone significant changes, in order to rectify the injustices of the past. Despite much progress, it is noticed that government does not have sufficient capacity to deliver and sustain a quality service to its citizens. It is further noted that improved service delivery cannot be implemented by issuing of circulars only, and it is not just an administrative activity, instead it is a dynamic process and to do this, Public Service managers require new management tools. The Department of Home Affairs (DHA) was chosen as the case study Public Service department for this study. The purpose of this study was to ascertain how competitive intelligence tools and techniques could be implemented in Public Service departments in South Africa to enhance the delivery of services. This aim was established during this study by addressing the following issues: • Identifying how CI tools and techniques could contribute to the functioning of the Public Service sector. The study outlined the benefits of CI for public service organisations and focussed on several tools and techniques that could be used. Most of these tools and techniques were not used in DHA. • Assessing the current state of Public Service delivery in South Africa. It became evident from the study that the Public Service sector and in particular DHA was experiencing several problems in terms of achieving its service delivery mandate. The Department lacked structured and formal frameworks, policies and strategies for conducting its operations. The organisation was viewed to have many unskilled and de-motivated staff. The current state of service delivery in South Africa also revealed disturbing findings of corruption, fraud, nepotism, and extreme despair in staff that had to work in these conditions. • Identifying gaps in the Public Service current strategies for service delivery. It was established that DHA does not use reliable techniques and methods when conducting its strategic planning. Furthermore, staff lacked the competencies, skills and experience to assist in strategic planning. The existing strategic plan for DHA does not address the future desires of the organisation and can be regarded as a plan to address the immediate issues of the organisation only. • Identifying the forms of competition that impact service delivery in Public Service departments in South Africa. Several forms of competition were encountered at DHA. These forms of competition can be divided into three different areas namely internal competition in DHA, external competition and left field competition. The information about these forms of competition was not readily available to managers and decision makers therefore appropriate actions could not be taken to counteract the impact of the competition on service delivery. • Identifying initiatives adopted by Public Service departments to improve service delivery. It was evident from the study that while the new initiatives being implemented by DHA to improve service delivery would be able to, and in some cases, have already had a positive impact on the operating and service delivery environment, several concerns were also identified. • Designing a new CI related framework for gathering and analysing information that can be used in all Public Service departments in South Africa to improve service delivery. From the empirical investigations it became evident that no single CI tool or technique would have been able to address the situation at DHA, therefore, a combination of tools was necessary. These tools were depicted in a CI framework that DHA could use to gather and analyse information for decision making and service delivery. • Suggesting proposed solutions and recommendations that can assist Public Service departments in South Africa in improving its service delivery. It was evident that CI can contribute towards the enhancement of decision making and service delivery not only in DHA but also in all other Public Service departments in South Africa. / Thesis (DPhil)--University of Pretoria, 2009. / Information Science / unrestricted

The objectives of this study were to (1) establish whether a relationship exists between individuals’ perception of organisational culture, measured by the South African Cultural Instrument (2005) and lifelong learning, measured by the Dimensions of the Learning Organisation Questionnaire (2003); and (2) determine whether the participants differed with regard to these variables in terms of sociodemographic contextual factors such as age, race, gender, education, years of service, disability status and job level. A quantitative study, using primary data, was conducted on a convenient sample (N=257) of full-time public service officials in a South African public service organisation. Correlational and inferential statistical analyses revealed statistically significant positive relationships between individuals’ perception of organisational culture and lifelong learning. Significant differences were found in the perception of these variables for individuals with different years of service and for individuals of different age groups. The findings should contribute valuable knowledge to the field of organisational behaviour, which could be used to promote a lifelong learning culture in public service organisations. The study concludes with recommendations for future practice / Industrial and Organisational Psychology / M. Com. (Industrial and Organisational Psychology)

No description available.

None of the company, including small businesses, if they want to survive in the current dynamic environment and growth, can not remain static, so some level of adjustment, improvement or change becomes an essential part of operating a business. In order for organizations to grow and survive in the current environment, they must respond to external and internal stimuli and develop systematically. Over time, organizations have developed a strong and persistent pattern of behavior. The aim of the dissertation thesis is to identify and explain the development approaches of small enterprises from the chosen service sector in the Czech Republic through strategic and other internally realized organizational changes and capturing the overall patterns of behavior in the form of the interactive effect of the attributes of the development of these enterprises. The thesis is based on the literature on corporate behavior in organizational theory and the subcategory of organizational changes due to the focus on aspects of decision making in organizations in a changing environment that deals with issues related to the different nature, context and process of change and their proactive or reactive character. The thesis is based on the researcher's pragmatic attitude in the form of a mixed research strategy implemented by a combination of quantitative and qualitative research on a sample of small firms falling under the category of knowledge intensive services. Based on the triangulation of the empirical data obtained from the questionnaire survey and the outputs in the form of a comparative case study on the two most represented in this category representatives (IT services and architectural activities), the results are presented with a view to answering the research questions and objectives stated in this work . The outputs of the dissertation identify specific developmental approaches in the behavior of the Czech population of knowledge intensive services as subsets of SMEs and also reveal the content of the context between the individual attributes of the development of these companies. The results of the research bring practical and theoretical benefits, which are discussed in the conclusion of this work.

Tourism is one of the largest industries in the world. Since the 1980s the role of tourism as a means of achieving the objectives of economic development has received prominence within the sustainable development paradigm. This dissertation examines the role of international tourism in achieving the objectives of economic development in terms of its impact on key social and economic variables, such as the balance of payments, inflation, employment and the social fabric of host communities. It also examines the constraints facing international tourism, such as the effect of perceptions on tourism flows and the powerful position of multinationals in influencing the tourist decision-making process. The success of the international tourism industry in selected countries is assessed and the relative position of the South African tourist offering is highlighted in an attempt to draw lessons for the future development of the industry in South Africa. / Economics / M. A. (Economics)