Since the development of the Internet, the amount of individuals and organisations making use of the World Wide Web (or Web) has grown significantly, and it is likely to continue increasing as the world continues to become intertwined. With the Internet, users are able to conduct various activities online, one being online shopping which has changed the retailing sector. Online shoppers are able to purchase goods and services over the Web in the comfort of their own homes without having to set foot into a physical store. Due to the fact that greater numbers of South African consumers are becoming accustomed to online shopping and the number of online retailers is growing, there is a need to determine which quality factors of websites influence these consumers when shopping online, which is the primary purpose of this study. A broad and in-depth literature review was provided on online shopping as well as the website quality factors influencing online shopping. An empirical study was conducted, where the data were collected from South Africans who met the requirements by means of an Internet-based self-administered questionnaire. The study followed a quantitative approach in order to satisfy the research objectives of the study. Based on the research results, it was found that all system, information and service quality factors influence respondents when shopping online and therefore need to be taken into consideration by online retailers when developing shopping sites. / Business Management / M. Com. (Business Management)

Made available in DSpace on 2016-01-26T18:49:33Z (GMT). No. of bitstreams: 1 IONE_DISSERTACAO_IONE_29_07_2010.pdf: 6710290 bytes, checksum: 69b25d16a859485f06193c82e0cd6863 (MD5) Previous issue date: 2010-04-29 / The purpose of this study was to verify if the process of school municipalization in the Municipality of Martinópolis contributed for the quality improvement of municipal education. To such purpose, this research study tried to identify the policies and actions of the Municipal Secretary of Education of Martinópolis which targeted the quality improvement of education of the Municipality, to analyze the impact of these policies and actions on the activities of the municipal schools according to the perspective of the secretaries of education of two municipal administrations, of school supervisers and coordinators of the Municipality and of the principals of municipal schools, and finally to verify if, along the process of consolidation of school municipalization, the municipalized schools of Martinópolis presented significant improvement in their performance in the external evaluations Prova Brasil and SARESP , having as reference their performance in the previous condition of state school. This research used the case study approach of a predominantly qualitative nature for understanding, in a deeper way, the process of municipalization implemented by the Municipality of Martinópolis. For the qualitative data collection, a guide of semi-structured interview was used. For the analysis of the municipalized schools performance in Portuguese and Mathematics, the results of SARESP in the years 1996, 1997 (at the state administration), in the years 2004, 2005 and 2008 (at the municipal administration) and of the Prova Brasil in the years 2005 and 2007 were utilized. Among the main politics and actions implemented by the municipal government, three were unanimously cited by the interviewees: the continuity of the actions initiated by the previous government, the investment in teacher training and the student learning improvement. The analysis of the results of SARESP, in the years 1996, 1997, 2004, 2005 and 2008 and of the results of Prova Brasil, in the years 2005 and 2007, showed that the performance of the municipal schools of Martinópolis, in Portuguese Language and in Mathematics, displayed an evolution not significant and the municipal schools could not reach the standards established by these evaluation systems for characterizing a quality education. Many actions were implemented by the Municipality of Martinópolis for improving the quality of education, but they were not reflected in the results of the external evaluations. / O propósito desta pesquisa foi verificar se o processo de municipalização do ensino no município de Martinópolis contribuiu para a melhoria da qualidade da educação municipal. Para tal propósito, este pesquisa buscou Identificar as políticas e ações da Secretaria Municipal de Educação de Martinópolis que visaram à melhoria da qualidade da educação do município nas duas últimas gestões do governo municipal, analisar o impacto dessas políticas e ações sobre a atuação das escolas do município de Martinópolis, segundo a perspectiva dos secretários de educação de duas gestões municipais, dos supervisores e coordenadores de ensino do Município e dos gestores das escolas municipais e, finalmente, verificar se, ao longo do processo de consolidação da municipalização do sistema escolar, as escolas municipais de Martinópolis apresentaram melhoria significativa no seu desempenho nas avaliações externas Prova Brasil e SARESP , tendo como referência seu desempenho na condição prévia de escola estadual. Este trabalho foi um estudo de caso de natureza predominantemente qualitativa para entender de forma mais aprofundada o processo de municipalização realizado no Município de Martinópolis. Para a coleta dos dados qualitativos, foi utilizado um roteiro de entrevista semi-estruturada. Para a análise do desempenho das escolas municipalizadas em Português e Matemática, foram selecionados os resultados do SARESP, nos anos de 1996 e 1997 (na gestão estadual), nos anos de 2004, 2005 e 2008 (na gestão municipal) e da Prova Brasil, nos anos de 2005 e 2007. Entre as principais políticas e ações implementadas pela gestão municipal, três foram citadas de modo unânime pelos entrevistados: a continuidade das ações iniciadas pelo governo anterior, o investimento na capacitação dos docentes, e o plano de carreira para os profissionais da educação. Segundo os entrevistados, as políticas de valorização dos profissionais da educação e de melhoria da aprendizagem dos alunos foram as ações de maior impacto, embora seus efeitos ainda não se tenham manifestado nas avaliações externas da escolas. A análise dos resultados do SARESP, nos anos de 1996, 1997, 2004, 2005 e 2008 e dos resultados da Prova Brasil, nos anos de 2005 e 2007, mostrou que o desempenho das escolas do Município de Martinópolis, tanto em Língua Portuguesa como em Matemática, manifestou uma evolução pouco significativa, e as escolas pesquisadas não conseguiram atingir os índices estabelecidos por esses sistemas de avaliação para caracterizar uma educação de qualidade. Várias ações foram realizadas pelo Município de Martinópolis, na busca da melhoria da qualidade da educação, mas essas ações não se refletiram nos resultados das avaliações externas.

Made available in DSpace on 2016-07-18T17:54:09Z (GMT). No. of bitstreams: 1 IONE_DISSERTACAO_IONE_29_07_2010.pdf: 6710290 bytes, checksum: 69b25d16a859485f06193c82e0cd6863 (MD5) Previous issue date: 2010-04-29 / The purpose of this study was to verify if the process of school municipalization in the Municipality of Martinópolis contributed for the quality improvement of municipal education. To such purpose, this research study tried to identify the policies and actions of the Municipal Secretary of Education of Martinópolis which targeted the quality improvement of education of the Municipality, to analyze the impact of these policies and actions on the activities of the municipal schools according to the perspective of the secretaries of education of two municipal administrations, of school supervisers and coordinators of the Municipality and of the principals of municipal schools, and finally to verify if, along the process of consolidation of school municipalization, the municipalized schools of Martinópolis presented significant improvement in their performance in the external evaluations Prova Brasil and SARESP , having as reference their performance in the previous condition of state school. This research used the case study approach of a predominantly qualitative nature for understanding, in a deeper way, the process of municipalization implemented by the Municipality of Martinópolis. For the qualitative data collection, a guide of semi-structured interview was used. For the analysis of the municipalized schools performance in Portuguese and Mathematics, the results of SARESP in the years 1996, 1997 (at the state administration), in the years 2004, 2005 and 2008 (at the municipal administration) and of the Prova Brasil in the years 2005 and 2007 were utilized. Among the main politics and actions implemented by the municipal government, three were unanimously cited by the interviewees: the continuity of the actions initiated by the previous government, the investment in teacher training and the student learning improvement. The analysis of the results of SARESP, in the years 1996, 1997, 2004, 2005 and 2008 and of the results of Prova Brasil, in the years 2005 and 2007, showed that the performance of the municipal schools of Martinópolis, in Portuguese Language and in Mathematics, displayed an evolution not significant and the municipal schools could not reach the standards established by these evaluation systems for characterizing a quality education. Many actions were implemented by the Municipality of Martinópolis for improving the quality of education, but they were not reflected in the results of the external evaluations. / O propósito desta pesquisa foi verificar se o processo de municipalização do ensino no município de Martinópolis contribuiu para a melhoria da qualidade da educação municipal. Para tal propósito, este pesquisa buscou Identificar as políticas e ações da Secretaria Municipal de Educação de Martinópolis que visaram à melhoria da qualidade da educação do município nas duas últimas gestões do governo municipal, analisar o impacto dessas políticas e ações sobre a atuação das escolas do município de Martinópolis, segundo a perspectiva dos secretários de educação de duas gestões municipais, dos supervisores e coordenadores de ensino do Município e dos gestores das escolas municipais e, finalmente, verificar se, ao longo do processo de consolidação da municipalização do sistema escolar, as escolas municipais de Martinópolis apresentaram melhoria significativa no seu desempenho nas avaliações externas Prova Brasil e SARESP , tendo como referência seu desempenho na condição prévia de escola estadual. Este trabalho foi um estudo de caso de natureza predominantemente qualitativa para entender de forma mais aprofundada o processo de municipalização realizado no Município de Martinópolis. Para a coleta dos dados qualitativos, foi utilizado um roteiro de entrevista semi-estruturada. Para a análise do desempenho das escolas municipalizadas em Português e Matemática, foram selecionados os resultados do SARESP, nos anos de 1996 e 1997 (na gestão estadual), nos anos de 2004, 2005 e 2008 (na gestão municipal) e da Prova Brasil, nos anos de 2005 e 2007. Entre as principais políticas e ações implementadas pela gestão municipal, três foram citadas de modo unânime pelos entrevistados: a continuidade das ações iniciadas pelo governo anterior, o investimento na capacitação dos docentes, e o plano de carreira para os profissionais da educação. Segundo os entrevistados, as políticas de valorização dos profissionais da educação e de melhoria da aprendizagem dos alunos foram as ações de maior impacto, embora seus efeitos ainda não se tenham manifestado nas avaliações externas da escolas. A análise dos resultados do SARESP, nos anos de 1996, 1997, 2004, 2005 e 2008 e dos resultados da Prova Brasil, nos anos de 2005 e 2007, mostrou que o desempenho das escolas do Município de Martinópolis, tanto em Língua Portuguesa como em Matemática, manifestou uma evolução pouco significativa, e as escolas pesquisadas não conseguiram atingir os índices estabelecidos por esses sistemas de avaliação para caracterizar uma educação de qualidade. Várias ações foram realizadas pelo Município de Martinópolis, na busca da melhoria da qualidade da educação, mas essas ações não se refletiram nos resultados das avaliações externas.

This thesis deals with a detailed analysis of the systems of quality management in a particular company according to EN ISO 9001:2000. The aim of this work is to analyse the system deeply and then focus on how the system could become more effective. In this case the topic was the system of measurement of the customers´satisfaction. In the theoretical part there is the overall view of quality from the historical point of view up to the present. For better understanding of the problem the principles of ISO standards, maintenance of the systems and improvement instruments are mentioned. In the practical part there is the analysis of the particular system of quality management and the process of application of improvement procedures.

<p>Uvod: Primarna fokalna hiperhidroza (PFH) je poremećaj nepoznate etiologije koji se karakteri&scaron;e prekomernim znojenjem na predilekcionim mestima. Podjednako se javlja kod osoba mu&scaron;kog i ženskog pola tokom dvadesetih i početkom tridesetih godina života, pri čemu se smatra da je učestalos PFH oko 2,8% u ukupnoj populaciji. Nastaje kao posledica hiperaktivnosti simaptičkog nervnog sistema ka znojnim žlezdama. Karakteristično je za PFH da se ne javlja noću, &scaron;to sugeri&scaron;e da emocionalni stimulus igra bitnu ulogu u nastanku ovog poremećaja. Bilateralna torakoskopska simpatektomija (BTS) je minimalno invazivna hirur&scaron;ka procedura koja se danas primenjuje u trajnom lečenju PFH, sa niskom stopom komplikacija i omogućava lečenje kao jednodnevne hirur&scaron;ke procedure. Ciljevi ovog istraživanja su bili: a) da se ispita ukupna efikasnost BTS na trajno smanjenje PFH predilekcionih delova tela - dlanova, pazu&scaron;nih jama, lica i stopala; b) da se ispita efiksanost BTS kod osoba sa PFH u odnosu na različite nivoe transekcije simpatičkog lanca; c) da se ispita uticaj BTS na plućnu i srčanu funkciju kod operisanih osoba sa PFH; d) da se ispita pojava, trajanje i intenzitet kompenzatornog znojenja nakon BTS kod operisanih osoba sa PFH; e) da se ispita pojava, trajanje, lokalizacija i tretman postoperativnog bola nakon BTS kod osoba sa PFH; f) da se utvrde postoperativne komplikacije BTS kod osoba sa PFH; i g) da se ispita uticaj BTS na kvalitet života kod operisanih osoba sa PFH. Radna hipoteza istraživanja je bila da hirur&scaron;ka procedura - minimlano invazivna BTS ima značajan efekat na prekomerno znojenje na predilekcionim mestima kod osoba sa PFH, da je praćena sa minimalnim morbiditetom, bez kliničkog uticaja na plućnu i srčanu funkciju i da značajno pobolj&scaron;ava kvalitet života operisanih osoba. Materijal i metod: Urađena je prospektivna klinička studija koja je uključila 435 osoba sa PFH, koji su operisani bilateralnom torakoskopskom simpatektomijom, na Klinici za grudnu hirurgiju, Instituta za plućne bolesti Vojvodine u Sremskoj Kamenici između 2010 i 2014 godine. Kriterijumi za uključivanje u studiju bili su: a) da su osobe sa utvrđenom i procenjenom PFH pristale da učestvuju u istraživanju ispunjavajući preoperativno i postoperativno upitnike o efektima BTS i kvalitetu života nakon operacije; b) da nisu imali prethodne grudno hirur&scaron;ke intervencije, frakture rebara, masivne pneumonije ili empijem pleure; c) da nisu imali te&scaron;ki poremećaj plućne ili srčane funkcije; d) da ne boluju od sekundarne hiperhidroze. Primarna fokalna hiperhidroza je bila ustanovljena i procenjena anamnestičkim podacima, kliničkom slikom i pregledom koji je bio fokusiran na kvalitativno ispitivanje. Bilateralna torakoskopska simpatektomija izvođena je u op&scaron;toj anesteziji, a transekcija simpatičkog lanca je rađena pomoću ultrazvučno aktiviranog skalpela. Osobe sa izvedenom BTS zbog PFH bile su klasifikovane u tri grupe, u zavisnosti od nivoa transekcije simpatičkog lanca: a) transekcija na nivou drugog do četvrtog torakalnog gangliona (T2-T4); b) transekcija na nivou trećeg do četvrtog torakalnog gangliona (T3-T4); i c) transekcija na nivou drugog do trećeg torakalnog gangliona (T2-T3). Za procenu kompenzatornog znojenja i kvaliteta života kori&scaron;ćene je: Hyperhidrosis Disease Severity Scale (HDSS) za intenzitet kompenzatornog znojenja i kvaliteta života nakon BTS. Rezultati: Od 435 osoba sa PFH kod kojih je urađena BTS, bilo je 142 (32,64%) osobe mu&scaron;kog pola i 293 (67,36%) osoba ženskog pola, prosečne starosti od 29,68&plusmn;7,6 godina. Pozitivan nasledni faktor navelo je 167 osoba (38,62%). Najče&scaron;ća lokalizacija prekomernog znojenja kod osoba u ovom istraživanju je bila kombinacija dlanova, pazu&scaron;nih jama i tabana, koju je imalo 167 osoba (38,39%). Pre operacije, preko 60% ispitivanih osoba je navelo da im je kvalitet života lo&scaron; ili izuzetno lo&scaron;. Kod svih operisanih osoba u ovom istraživanju, operacija je izvedena uspe&scaron;no obostrano. Nije bilo smrtnih ishoda. Od intraoperativnih komplikacija zabeležena je jedna konverzija (0,23%) u minitorakotomiju zbog krvavljenja iz interkostalne vene. Neposredni postoperativni uspeh BTS kod operisanih osoba zbog PFH, a na osnovu prve kontrole posle nedelju dana bio je zabeležen kod svih (99,54%), osim kod dve osobe (0,46%) koje su imale postoperativne komplikacije: pareza n. ulnarisa i Hornerov sindrom kod jedne osobe i Horner sindrom kod druge osobe. Postoperativni morbiditet nakon BTS bio je zabeležen kod 32 osobe (7,35%). Izrazito pobolj&scaron;anje, odnosno značajno smanjenje znojenja kod osoba sa PFH zabeleženo je kod 428 operisanih (98,39%). Osobe sa transekcijom simpatičkog lanca na nivou gangliona T3-T4 imali su najbolji rezultat sa pobolj&scaron;anjem kvaliteta života u 85,03% operisanih. Kompenzatorno znojenje se nakon BTS javilo kod 316 (72,64%) operisanih osoba, a samo 2,53% je navelo da je postoperativno kompenzatorno znojenje izuzetno jakog intenziteta. Postoperativni bol bio je prisutan kod 79,77% operisanih osoba, sa prosečnim trajanjem do dve nedelje. Analgetike je postoperativno koristilo 24,21% anketiranih osoba. Od 287 operisanih osoba u ovom istraživanju, koji su pre operacije naveli da su imali i prekomerno znojenje tabana, nakon 6 meseci 185 osoba (64,46%) je navelo da se prekomerno znojenje tabana smanjilo. Iako postoji statistička značajnost u promeni vitalnog kapaciteta u smislu njegovog povećanja &scaron;est meseci nakon BTS (sa 4,49&plusmn;1,15 L na 4,54&plusmn;1,11 L), ta promena nije bila klinički relevantna. Promene u krvnom pritisku i srčanom pulsu, iako zabeležene, takođe nisu imale klinički značaj. Kvalitet života, pre BTS ocenjen kao lo&scaron; (i izuzetno lo&scaron;) bio je prisutan kod 265 osoba (60, 92%), a 6 meseci posle operacije ocenjen je kao odličan i dobar kod 428 osoba (98,39%). Zaključak: BTS kao minimalno invazivna hirur&scaron;ka procedura kod osoba sa PFH ima minimalni morbiditet, a visoku uspe&scaron;nost u smanjenju prekomernog znojenja na predilekcionim mestima, sa pobolj&scaron;anjem kvaliteta života kod 98,39% operisanih, sa minimalnim promenama plućne i srčane funkcije koje nisu klinički relevantne.</p> / <p>Primary focal hyperhidrosis (PFH) is a disorder of an unknown etiology, characterized by excessive sweating of predilective parts of the body. It affects men and women equally, with a peak incidence in the later second and early third decades of life, with incidence of up to 2,8% of the world population. It is caused by hyperactivity of the sympathetic nervous system to the sweat glands. It has been shown that PFH does not occur during the sleeping times, which suggests that emotional stimuli play an important role in this disorder. Bilateral thoracoscopic sympathectomy (BTS) is minimal invasive surgical procedure, which has evolved into an effective and permanent treatment for severe PFH, with low rate of morbidity and it can be performed as the one day surgical procedure. The aims of this investigation were: a) to examine the overall efficiency of BTS on permanent reduction of PFH of predilective parts of the body-palms, armpits, faces and soles; b) to examine the efficiency of BTS with different levels of transection among the persons with the PFH; c) to examine the influence of BTS on cardio-pulmonary function tests in persons with PFH after the operation; d) to examine the incidence, duration and intensity of compensatory sweating after BTS among persons with PFH; e) to examine the incidence, duration, localization and treatment of postoperative pain after BTS among persons with PFH; f) to determine postoperative complications of BTS among persons with PFH; g) to examine the influence of BTS on quality of life among persons with PFH. The working hypothesis of this investigation is that surgical procedure &ndash; minimal invasive BTS has the permanent effect on excessive sweating of predilective parts of the body among persons with PFH, followed by minimal morbidity, without clinical influence on cardio-pulmonary function and significantly improves the quality of life among persons with PFH. This was a prospective clinical study which included 435 patients with PFH, who have been operated with BTS, at the Clinic for Thoracic surgery, the Institute for pulmonary diseases of Vojvodina, Sremska Kamenica, between 2010 and 2014. The including criteria for the investigation were: a) persons with confirmed and estimated PFH accepted to participate in this investigation, fulfilling pre and postoperatively questionnaire about BTS effects and quality of life after the operation; b) absence of previous thoracic surgical procedures, rib fractures, massive pneumonias or pleural empyema; c) satisfactory cardio-respiratory function; d) absence of secondary hyperhidrosis. Primary focal hyperhidrosis was confirmed and estimated by anamnesis, clinical examination focused on qualitatively examination. Bilateral thoracoscopic sympathectomy was performed with general anesthesia, using harmonic scalpel for transection of sympathetic chain. Persons with PFH who underwent the BTS were classified into three groups, depending the level of transaction of sympathetic chain: a) transection at the level from the second to the forth thoracic sympathetic ganglion (T2-T4); b) transection at the level from the third to the forth thoracic sympathetic ganglion (T3-T4); c) transection at the level from the second to the third thoracic sympathetic ganglion (T2-T3). For the assessment of postoperative pain, compensatory sweating and quality of life next scales have been used: standardized numeric pain rating scale and Hyperhidrosis Disease Severity Scale (HDSS) for intensity of compensatory sweating and quality of life. Among 435 persons with PFH who underwent the BTS in this investigation, 142 (32,64%) were male and 293 (67,36%) female persons, with mean age of 29,68&plusmn;7,6. There was no mortality or serious intraoperative complications that required operative conversio from minimal invasive surgical procedure to thoracotomy. Among 435 persons with PFH who underwent the BTS in this investigation, 142 (32,64%) were male and 293 (67,36%) female persons, with mean age of 29,68&plusmn;7,6. Positive genetic factor has been found in 167 persons (38,62%). The most common localisation of excessive sweating in this investigation was the combination of palms, armpits and soles in 167 persons (38,39%). Before the operation, over 60% of persons estimated their quallity of life as bad or very bad. The operation was successfully performed in all patients bilaterally. There was no mortality in this investigation. There was one intraoperative complication, bleeding from intercostal vein, requiring conversion to minithoracotomy. Immediatelly postoperative success after BTS seven days after the operation was achieved in all persons accepted in two persons (0,46%) due to the postoperative complications: nervous ulnaris paresis and Horner syndrome in one person and Horener syndome in the other person. Postoperative morbidity after the BTS was recoreded in 32 persons (7,35%). Marked improvement, as significant reduction of sweating in persons with PFH was achieved in 428 operated persons (98,39%). Transection of sympathetic chain on level T3-T4 achieved improvement of quality of life in 85,03% operated persons with PFH. Compensatory sweating after the BTS has occurred in 316 (72,64%) operated persons, but only 2,53% operated persons declared compensatory sweating as severe. Postoperative pain was presented in 79,77% operated persons, with average duration of two weeks. Analgetics used only 24,21% of operated persons. There were 287 operated persons in this investigation, who claimed to have plantar hyperhidrosis before the operation and six months after the operation 185 persons (64,46%) claimed to have a reduction of plantar sweating. Although there was a clinical significance in changes of vital capacity after the BTS (from 4,49&plusmn;1,15 L to 4,54&plusmn;1,11 L), ther was no clinical significance. Changes in blood pressure and heart rate, although recoreded, had no clinical significance. Quality of life, before the BTS was recorded as bad or very bad in 265 persons (60,92%), and six months after the operation as excellent or good in 428 persons (98,39%) persons. Conclusion: In patients with PFH, BTS as minimal invasive surgical procedure, has a minimal morbidity and high success in treatment of excessive sweating, with improvemnet of quality of life in 98,39% operated person, with changes in cardio-pulmonary functions that are not clinical relevant.</p>

Submitted by Priscila Nascimento (pnascimento@icict.fiocruz.br) on 2012-11-09T17:20:22Z No. of bitstreams: 1 darcy-akemi-hokama.pdf: 626817 bytes, checksum: 700e602e893be0cfb2141252bf9c68b7 (MD5) / Made available in DSpace on 2012-11-09T17:20:22Z (GMT). No. of bitstreams: 1 darcy-akemi-hokama.pdf: 626817 bytes, checksum: 700e602e893be0cfb2141252bf9c68b7 (MD5) Previous issue date: 2005-09 / Fundação Oswaldo Cruz. Instituto de Tecnologia em Imunobiológicos. Rio de Janeiro, RJ, Brasil / Fundação Oswaldo Cruz. Instituto Oswaldo Cruz. Rio de Janeiro, RJ, Brasil. / O objetivo deste trabalho foi a avaliação das melhorias alcançadas no Sistema de Controle de Qualidade de Vacinas produzidas em Bio-Manguinhos, abrangendo o período de 1999 a 2004. Analisamos que uma transferência de tecnologia bem sucedida, como a da vacina contra Haemophilus influenzae(Hib) produzida pela GlaxoSmith-Kline, Bélgica, proporcionou avanços significativos em qualidade. Vários fatoresestudados, como: melhoria no cumprimento às normas de Boas Práticas de Produção e Controle vigentes; o papel do Controle de Qualidade na absorção de tecnologia; investimento em equipamentos analíticos de última geração; captação, capacitação e treinamento de recursos humanos. Os resultados mostraram os altos índices de reprovação no processo produtivo de vacinas durante o ano de 1997, período em que as perdas chegaram a atingir até 23%. As melhorias implementadas nas áreas produtivas e de controle de qualidade, implicaram no aumento significativo do rendimento na produção das vacinas, evidenciado pelas perdas estimadas em apenas 1-3%, durante o período de 1999 a 2004 (exceto em 2000). Avaliamos também que os incrementos no sistema da qualidade não podem ser sustentados, caso não sejam adotadas outras ações essenciais, como a qualificação de fornecedores, uma dificuldade relacionada à complexidade para se adquirir produtos de qualidade, os quais podem estar envolvidos direta ou indiretamente na produção de vacinas. Desta forma, propomos a implementação de um Programa de Qualificação de Fornecedores para Bio-Manguinhos, com o objetivo de se minimizar um fator intrincado na aquisição de materiais e serviços confiáveis e, sobretudo, que garantam a qualidade no processo de fabricação de seus produtos (Vacinas, Biofármacos e Reativos para Diagnóstico). / The current work aimed to evaluate the improvementsoccurred in the Vaccine Quality Control System produced by Bio-Manguinhos from year1999 to 2004. Succeeded technology transfer against Haemophilus influenzatype B (Hib) from GlaxoSmith-Kline, Belgium, has got many improvements on quality system. Various factors were analyzed such as: improvement to meet current Good Manufacturing Practices and Control following procedures; role of Quality Control in technology absorption; investment in new-generation analytical equipments, upgrade and human resources.Results show that after improvement in the system , lost vaccine production that were as high as 23% in 1997, lowered to a range of 1~3% between 1999~2004 (except in 2000), concomitant to enhancement in production mass, what is a very substantial change. Improvements in Quality Control System were not sustainable without observing, for instance, buyingfrom qualified suppliers, one of the actual problems for obtaining proper quality products thatrelate directly or indirectly to vaccine production. From these analyzes we propose to implement Supplier Qualification Program to minimize a serious problem concerning safety material and services (Vaccines, Biopharmaceuticals and Diagnosis Reactives).

Master's thesis is deals with integrated system. In theoretic part is described quality management system, environmental management system and occupational health and safety management system, main attention paid to quality in supplies. Suggestion of solving consists in proposition of new process purchase - choice of supplier, classification of supplier and index for measuring of process purchase.

近年來，由於網路科技與相關基礎建設的日趨成熟，讓網路廣被接受與使用，也對網路教學產生推波助瀾的效應，使網路教學成為全球一日千里，發展迅速的產業之一。 　　由於網路教學產業發展的前景可期，近年來許多大學院校及私人企業也都紛紛投入開發；但值得我們關心的是，傳統教育與新興的網路教育，到底有何差異？網路教學如何在提供教育的同時，也兼顧到顧客 （學習者）的滿意度呢？ 　　本研究藉由文獻回顧以及與相關人員的深入訪談中找出學員在網路學習上所注重的因素，其中包括網路教學品質（包括：資訊品質、系統品質、服務品質）、教學互動以及品牌形象；除了針對這五個構面的品質表現進行敘述分析，本研究並使用LISREL進行驗證性的研究，瞭解此五構面是否分別和顧客滿意與行為意向有著正向關係，以提供網路教育者設計出更符合顧客需求的課程。 　　未來，網際網路科技將更加地進步，透過網路的學習也勢必更廣為普及，因此如何提供更優質、更具效率的網路學習環境，來吸引顧客，並建立起長期關係，對網路教育提供者將是很值得研究的議題。 / In less than two decades, the expansion of internet technology and relevant infrastructure are getting ripe to yield many positive results, such as the varied way people communicate and the daily information convey by media has shifted from papers to electronic. Moreover, one of the most noticeable outcomes is the development of learning through internet, the so-called E-teaching, which is undoubtedly becoming a rising industry. E-teaching industry now has been mushrooming and there have been plenty of universities, colleges and individual enterprises joining this trend. Therefore, it is also the time to think about some elementary but crucial tasks of E-teaching. What’ the difference between traditional and such state-of-the-art style of learning, for example, and how to take care of customers' (or E-learners') satisfaction with E-service? By interview with relevant personnel and retrospect with historical references, the research attempts to indicate five important factors that E-learners concern most during their learning process, covering from the internet teaching quality (includes: information quality, system quality, service quality), teaching interaction and brand image. In order to provide E-teaching designers with more practical guiding principles, to build up better courses to meet customers' need, the research tries to figure out the relation between these five factors and customer satisfaction and the behavior intention through the narrative analysis and LISREL based on E-College of National ChenChi University case. In the near future, the internet technology will be more universal, while learning through internet will be accepted more extensively. Meanwhile, how to offer higher quality, better benefit, and attractive elements to catch customers’ eyes and keep long-term relationship with E-learners will be the topic worthy for an advanced study.

本研究以針對B2B資訊系統設計之資訊系統成功模型(IS Success Model)作為假設架構，探討使用者滿意度與持續使用意願間的關係，並加入個人創新特質做為影響持續使用意願之假設，在研究架構中，分別探討資訊品質與系統品質與使用者滿意度的關係，以及使用者滿意度與個人創新特質分別對持續使用意願的關係。 本研究透過問卷法抽樣進行資料蒐集，選擇2010台北國際電子產業科技展之參展廠商作為研究對象，在回顧大量文獻與研究架構，並且排除無效問項後，進行問卷調查與分析，總共回收117份有效問卷，以PLS(Partial Least Squares)法進行分析後，得到以下結論： 使用者對於資訊系統的滿意度與系統品質及資訊品質呈現正相關，當資訊品質越高，也就是資訊系統產出的資訊之品質越好時；使用者滿意度會越高；當系統品質越高時，也就是資訊系統本身的特性越好時，使用者滿意度會越高。本研究更進一步發現，資訊系統持續使用意願受到使用者滿意度及個人創新特質影響，使用者滿意度與持續使用意願有正相關，滿意度越高時，持續使用的意願會越高；個人創新特質與持續使用意願也呈現正相關，當使用者之個人創新特質越強烈時，持續使用資訊系統的意願會越高。 / This research, based on the IS Success Model proposed by DeLone and McLean(1992), the B2B information system regarding the relationship between user satisfaction and continuance usage. Personal innovativeness was added to test its relationship with continuance usage. Within the hypothesized framework, the impacts of latent variables in system quality and information quality on user satisfaction are examined and tested, respectively. The research is conducted through sampling by a survey from companies attending the 2010 Taipei International Electronics Show. Of 121 samples collected, 117 are effective. By analyzing the samples with the PLS (Partial Least Squares) method, the research concluded the following: User satisfaction is positively influenced by system quality and information quality, which represents the characteristics of the information system itself and the form of information produced by the information system respectively. User satisfaction, together with personal innovativeness of the users, positively influence the continuance intentions to use the information systems.