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The motivation for this study is that Health Resource Centres of the Eastern Cape ought to provide access to high quality, relevant and appropriate information that is evidence-based and responsive to the needs of health professionals thereby assisting health professionals accomplish their tasks. In order to provide access to quality information, the Health Resource Centres are expected to provide information services within an acceptable framework of service standards. This study seeks to explore the implementation of standards in the Health Resource Centres of the Eastern Cape. The study was carried out in two phases namely a literature review and a survey. The study used the quantitative method of collecting data by means of a cross-sectional survey. A self administered questionnaire was used to collect data. The questionnaire was piloted in the Queenstown Health Resource Centre, after which appropriate changes were made before the commencement of data collection. The study was conducted in the three other Health Resource Centres of the Eastern Cape, namely Umtata Health Resource Centre, East London Health Resource Centre and Port Elizabeth Health Resource Centre. Health Resource Centre managers completed the questionnaires. The overall findings of this study show that the three Health Resource Centres uphold service standards. The results show that the Health Resource Centres were compliant with the service standards relating to both services and management areas. The Health Resource Centres were more compliant with standards relating to service areas than they were to standards relating to management areas. The results of the study furthermore demonstrate that the Umtata Health Resource Centre was most compliant regarding service areas (86,20%) compared to the East London Health Resource Centre (82,75%) and the Port Elizabeth Health Resource Centre (72,41%). In regard to management areas, the results show that the Umtata Health Resource Centre and East London Health Resource were more compliant than the Port Elizabeth Health Resource Centre. However certain aspects of their service such as availability of space, health and safety, staff performance and development, quality leadership and design and financial management need further attention. The study suggests that further research is required to objectively verify implementation of standards, to solicit health professionals’ opinions and experiences about the services provided by these Health Resource Centres and to find out if there is any connection between the quality of services provided and the quality of patient care.

El objetivo principal de esta investigación es analizar de forma académica dos características principales de hoteles boutique que obtuvieron reconocimiento internacional, enfocándose en el estudio de la infraestructura y los estándares de servicio. Los hoteles boutique cuentan con un estándar de servicio personalizado para sus clientes, con pocas habitaciones y con una infraestructura de un estilo y carácter propio. Esta investigación sirve como fuente confiable a cualquier estudio con fines académicos, que aporte al rubro de hoteles boutique. La metodología utilizada fue la revisión bibliográfica descriptiva y sistemática. Adicional a ello, se recopilaron diversas fuentes de información publicadas en los últimos 8 años relacionadas al sector hotelero en diversas partes del mundo en donde fueron aplicadas y evaluadas las variables de estudio. Adicional a ello, se realizó un análisis de los 6 criterios que evalúa la “Boutique Hotel Awards” en comparación con las reseñas de huéspedes que se exponen online en plataformas intermediarias de hospedaje. Los resultados se obtuvieron siguiendo la rúbrica de dicho certamen antes mencionado y demostraron que el hotel que mejor cumple con las variables de servicio e infraestructura y que es más valorado por los clientes es el hotel Riad Kheirredine, Marrakech ubicado en Marruecos. Finalmente, la conclusión principal es que para que un hotel boutique logre un reconocimiento internacional tiene que poner énfasis en cumplir los caracteres analizados de infraestructura y servicio, ya que ambos factores son apreciados por los clientes y logran posicionar óptimamente a los hoteles boutique. / The main objective of this research is to conduct an academic analyze academically of two main characteristics of the boutique hotels that they presented to be internationally recognized, focusing on the study of infrastructure and service standards. Boutique hotels have a personalized service standard for their clients, they have few rooms and each of these hotels has an infrastructure with its own style and character. This research serves as a reliable source for any study for academic purposes that contributes to the category of boutique hotels. The methodology used was the descriptive and systematic bibliographic review. In addition, various sources of information published in the last 7 years related to the hotel sector were collected in various parts of the world where the study variables were applied and evaluated. Furthermore, an analysis of the 6 criteria that the “Boutique Hotel Awards” evaluates in comparison with the guest reviews that are exposed online in intermediary hosting platforms was carried out. The results obtained were obtained following the rubric of the aforementioned event and were able to demonstrate that the hotel that best meets the service and infrastructure variables and that is most valued by customers is the Riad Kheirredine hotel, Marrakech located in Morocco. Finally, the main conclusion is that in order for a boutique hotel to achieve international recognition, it must place emphasis on meeting the analyzed characteristics of infrastructure and service, since both factors are appreciated by customers and manage to optimally position boutique hotels. / Trabajo de investigación

M.Tech. / The South African Post Office or SAPO is the national postal service of South Africa and is owned by South African government. It employs 17000 people and operates more than 2400 postal outlets throughout the country. The history of SAPO can be tracked back to over 500 years. In 1994 South Africa was readmitted to the universal union following the end of apartheid. SAPO currently operates under a 25 year license granted by the Independent Communication Authority of South Africa (ICASA) and in terms of this must provide a universal service to all citizens of the country. The monthly service delivery performance target as set out by the postal regulator (ICASA) is 98%. With the current pressures of having to deliver services according to the license agreement with the regulator, it becomes imperative that SAPO has to improve its business process in order to enable it to meet and exceed set delivery standards with the aim of satisfying its customer’s needs. Throughout the 1990’s the South African Post Office (SAPO) has been offering communication system that was used even before cell phones were introduced and it is still one of the communications channels (SAPO history). As a result there has been increased interest in the application of total quality management (TQM) principles. The emergence of the revised ISO 9000 standard (9001:2008) now permits the South African Post Office gain advantages to improve their performance in a manner that can be measured and monitored precisely.

Thesis on the topic of the possibilities and limits of using the method of mystery shopping in the measurement of the public services quality is intended to introduce the method of mystery shopping and to evaluate the possibility of its use in the public services quality measurement through its application. Quality is a broad term which is associated with many definitions. Public services have many specifics compared to the private ones, dominated by the lack of profit and focus on meeting the public interest. Even the definition of quality and performance standards in the public sector differs from those in the private sector. Mystery shopping, which is heavily used in measuring the level of service quality in the private sector occurs rarely in the common practice of public services. The public sector is declaratively for several decades focused on the quality of its services. We can identify a clear commitment to achieving quality perceived from the perspective of actual customer which is represented by the approach of good governance, promoted by the UN, to the National Quality Policy and Strategy of national policy to quality strategy Smart administration. Strategy and objectives are accompanied by a number of methods to standardize, manage and measure the quality of public services, which are...

La presente investigación aborda el efecto del uso de estándares en procesos de servicio y de logística en restaurantes, partiendo de un análisis de las diferentes fuentes académicas disponibles a la fecha. Se trata de una investigación documental. En cuanto a la metodología, se realizó una investigación bibliográfica de artículos científicos, tesis y libros académicos, teniendo en cuenta las publicaciones más recientes, centrándose en el análisis de fuentes publicadas entre el 2015 y 2019. Los principales resultados son, en primer lugar, que los procesos de servicio incluyen toda atención directa con el comensal, mientras que los procesos de logística abarcan los procesos internos del restaurante. Existen diferentes estándares y certificaciones internacionales, por ejemplo, dentro de los procesos de servicio se encuentra la certificación ISO 9001 y SERVQUAL, además de un Manual de Estándares en procesos de Servicio, la tasa de productividad del personal; y dentro de los procesos logística se encuentran la ISO 22000, HACCP (Análisis de Peligros y Puntos Críticos de Control), Codex Alimentarius y metodologías de evaluación de inventarios como PEPS (Primero en Entrar, Primero en Salir). En el Perú, la Norma Sanitaria para Restaurantes y Servicios afines es considerada de carácter obligatorio, en la cual se incluyen programas de higiene y saneamiento, y un programa que incluye las Buenas Prácticas de Manufactura. La principal conclusión del estudio es que existen argumentos académicos que indican que el uso de estándares en los procesos de servicio de un restaurante trae efectos positivos, entre los cuales se puede mencionar, la mayor satisfacción de los comensales, optimización de tiempos y el aumento de ventas. Del mismo modo, los procesos de logística y la implementación de sus estándares en restaurantes genera un mejor manejo del stock de insumos, la reducción de mermas y un mayor control de las buenas prácticas de manipulación de los alimentos. / This research addresses the effects of the implementation of service and logistics process standards in restaurants based on an analysis of different academic sources available to date. This is a documentary study. Regarding the methodology, a bibliographic analysis of scientific articles, thesis and academic books was conducted, taking into consideration the most recent publications and focusing on the analysis of published sources between 2015 and 2019. The main finding is that the service processes include direct attention with the diner, while the logistics processes are about the internal processes of the restaurant. There are different international standards and certifications: ISO 9001, SERVQUAL, the Manual of Good Manufacturing Practices and the productivity rate of the personnel (for service); and ISO 22000, HACCP, Codex Alimentarius and FIFO (First In First Out) (for logistics). In Peru, The Sanitary Standard for Restaurants and Related Services is considered mandatory, which includes hygiene and sanitation programs, and a scheme that includes Good Manufacturing Practices. This study concludes that there are many academic articles that confirm that the use of standards within the service processes in a restaurant brings positive effects, such as greater customer satisfaction, time optimization and increased sales; while within the logistics processes, its implementation generates a better management of input stock, reduction of waste and greater control of good manufacturing practices. / Trabajo de investigación

Recently much research effort has been devoted to the discovery of relevant Web services. It is widely recognized that adding semantics to service description is the solution to this challenge. Web services with explicit semantic annotation are called Semantic Web Services (SWS). This research proposes an indexation and discovery architecture for SWS, together with a prototype application in the area of bioinformatics. In this approach, a SWS repository is created and maintained by crawling both ontology-oriented UDDI registries and Web sites that hosting SWS. For a given service request, the proposed system invokes the matching algorithm and a candidate set is returned with different degree of matching considered. This approach can add more flexibility to the current industry standards by offering more choices to both the service requesters and publishers. Also, the prototype developed in this research shows the value can be added by using SWS in application areas such as bioinformatics.

Bakalauro baigiamajame darbe analizuojamas įmonės APB „Apranga“ darbuotojų požiūris į klientų aptarnavimo kokybę kaip į paslaugos kokybės įvertinimo būdą. Teorinėje darbo dalyje pateikiama paslaugos samprata bei paslaugų kokybės vertinimo modeliai, paremti Ch.Gronroos (1990) požiūriu, kad paslaugų kokybė gali būti vertinama dviem aspektais - techniniu bei funkciniu kokybės patyrimu. Pateikiama klientų aptarnavimo samprata bei trumpai pristatomas klientų aptarnavimo standartas kaip priemonė aptarnavimo kokybei valdyti ir darbuotojų profesionalumui vertinti. Empirinėje darbo dalyje remiantis įmonės APB „Apranga“ Šiauliuose darbuotojų įsivertinimu atlikta požiūrio į klientų aptarnavimo kokybę analizė, leidžianti identifikuoti klientų aptarnavimo problemas ir pateikti rekomendacijas įmonei klientų aptarnavimui gerinti. / The final bachelor thesis covers the analysis of APB „Apranga“employees‘opinion towards the quality of customer service as an evaluation method of service quality. The theoretical part presents the conception of service and available methods for service quality evaluation based on Ch.Gronroos (1990) position, which states that service quality might be evaluated in terms of two aspects – technical and functional quality experience. The work introduces the conception of customer service as well as a customer service standard as a tool to manage the service quality and evaluate the employees’ competence. The analysis regarding the opinion towards the quality of customer service was performed in the empirical part of thesis in accordance to the employees’ self-evaluation in APB „Apranga”, city of Šiauliai. This analysis enables to identify the problems of customer service and provide the recommendations on purpose to increase the quality of customer service in APB „Apranga”, city of Šiauliai.

El brote de la COVID-19 supuso la paralización de actividades económicas alrededor del mundo, significando una pérdida de millones de empleos. A inicios del año 2020 se estimó una pérdida de 100,8 millones de empleos para el mercado mundial de viajes y turismo; las regiones más afectadas fueron las de Asia Pacífico con 63,4 millones y Europa con 13 millones. Tras lograr que la curva de contagiados descienda, estas regiones retomaron sus actividades bajo el cumplimiento de medidas sanitarias emitidas por los gobiernos y/o por organismos de salud. Estas también fueron implementadas en los restaurantes, con el fin de reducir la propagación del virus. En mayo de 2020 en Perú, se retomó la operación de restaurantes bajo la modalidad de delivery y en agosto del mismo año, el gobierno peruano emitió los protocolos de seguridad para el reinicio de las actividades de los restaurantes. A fin de sistematizar el conocimiento sobre los diversos protocolos y medidas de seguridad implementadas en restaurantes de Asia y Europa, se realizó una investigación bibliográfica apoyada en el uso de fuentes académicas, comparándolos con lo aplicado en la realidad peruana. Se concluye que tanto España, China y Perú implementaron medidas parecidas en la adecuación de los servicios brindados en los restaurantes y en la infraestructura de los salones. Estas medidas conllevan la limpieza y desinfección frecuente de los establecimientos y utensilios a emplear, toma de temperatura y desinfección de manos de los clientes, asegurar el distanciamiento entre mesas, reducción del aforo y una ventilación adecuada. / The COVID-19 outbreak led the global economy to a standstill, causing substantial job losses. At the beginning of 2020, a loss of 100.8 million jobs was estimated for the global travel and tourism market; the most affected regions were Asia Pacific with 63.4 million and Europe with 13 million. After lowering the infected curve, these regions resumed their activities in compliance with health measures, issued by governments and/or health organizations. These were also implemented in restaurants in order to reduce the spread of the virus. In May 2020 in Peru, the operation of restaurants was resumed under the delivery modality, and in August of the same year, the Peruvian government issued security protocols so that restaurants that comply with these could restart their activities in their facilities, modifying the service provided and infrastructure. This research systematizes the knowledge on the adequacy of service and infrastructure standards in restaurants in response to COVID-19 in Asia, Europe and Peru. For this, a bibliographic research supported by the use of academic sources was carried out in order to know the various protocols and security measures implemented in restaurants in Asia and Europe, and compare them with the protocols applied in the Peruvian reality. It can be concluded that Spain, China and Peru implemented similar measures in the adaptation of the services provided in the restaurants and in their infrastructure. These measures entail frequent cleaning and disinfection of the establishments and utensils to be used, taking the temperature and disinfecting the customers' hands, ensuring the distance between tables, reducing the restaurants' capacity and adequate ventilation. / Trabajo de investigación

El presente proyecto de investigación fue desarrollado tomando como modelo a una empresa estatal, dedicada al apoyo a agricultores de zonas rurales. Se realizó un análisis exhaustivo de los servicios brindados por la unidad de tecnologías de la información (UTI) o área de sistemas, para luego; tomando como base la norma ISO/IEC 20000-1:2018, las buenas practicas de ITIL 4 y COBIT 2019 y metodologías agiles como SCRUM; plantear un diseño de sistema de gestión de servicios (SGS-TI) que ayude a mejorar la administración, calidad y elevar el nivel de satisfacción de los usuarios con respecto a los servicios de tecnologías de la información brindados. Se identifico las amenazas que ayudaron a evidenciar los riesgos, los cuales fueron agrupados en administrativos, técnicos y operativos, con esto se pudo elaborar las matrices de riesgo y conocer los niveles de riesgos críticos y muy críticos. Se elaboro el análisis de brechas (GAP) tomando como base los 7 capítulos de desarrollo de la norma ISO 20000-1:2018 y sus 312 controles, ITIL 4 y COBIT 2019, para conocer la brecha existente con respecto al cumplimiento de la norma. Se elaboró el plan de acción, en el corto, mediano y largo plazo, los perfiles profesionales, el presupuesto y el cronograma de implementación. Con los resultados obtenidos se procedió a la elaboración del prototipo del Software Integrado de Servicios TI (SIS-TI) v1 Finalmente se procedió con la validación de resultados utilizando el método DELPHI, el ciclo de DEMING y el Product backlog de Scrum. / This research project was developed taking as a model a state company, dedicated to supporting farmers in rural areas. An exhaustive analysis of the services provided by the information technology unit (UTI) or systems area was carried out, for later; based on the ISO / IEC 20000-1: 2018 standard, the good practices of ITIL 4 and COBIT 2019 and agile methodologies such as SCRUM; propose a service management system design (SGS-IT) that helps improve administration, quality and raise the level of user satisfaction with the information technology services provided. The threats that helped to show the risks were identified, which were grouped into administrative, technical and operational, with this it was possible to elaborate the risk matrices and know the levels of critical and very critical risks. The gap analysis (GAP) was developed based on the 7 development chapters of the ISO 20000-1: 2018 standard and its 312 controls, ITIL 4 and COBIT 2019, to know the existing gap with respect to compliance with the standard. The action plan, in the short, medium and long term, the professional profiles, the budget and the implementation schedule were prepared. With the results obtained, the prototype of the Integrated IT Services Software (SIS-IT) v1 was developed Finally, the results were validated using the DELPHI method, the DEMING cycle and the Scrum Product backlog. / Tesis