<p>Nonetheless IT sector is considered as highly competitive Belarus is listed in the top five, while also be-ing in the transitional stage. Thus, this thesis examined the tendencies of the quality management in Bel-arus IT industry. TQM, commonly used control system – ISO, and Business Excellence Models – Mal-colm Baldrige National Quality Award (MNBQA) and European Foundation for Quality Management (EFQM) were used as the basis for our research. The main premise for the research is that it is not nec-essary to excel in all concepts of TQM, where ISO was used as the primary step towards total quality.</p><p>Hence it was deduced that quality in the collected sample differs among the concepts. Even though the main concept of customer satisfaction is acknowledged, the human factor is still undervalued. This might also be the flaw hinged by ISO. However, further research could be done, covering bigger sample and observing the shift of these tendencies.</p><p>Key words: Total Quality Management (TQM), Interantional Organisation for Standardisation (ISO), Business Excellence Model (BEM), IT, Belarus, transitional economy, tendencies, Leadership, Strategy, Human Resources, Culture, Infrastructure</p><p>iii</p>

Kvalitetsstyrning av skolan, vad innebär det? Ja, det är inte så alldeles enkelt att svara på. Kvalitet är ett begrepp med många och skiftande betydelser och vilken aspekt som fokuseras avgörs nog, tror jag, av den ideologiska kontexten. Syftet med denna uppsats har varit att studera hur skolans olika ansvars- och intressenivåer förhåller sig till kvalitetsbegreppet. Har staten och kommunerna samma syn på kvalitet i skolan? Kommun och individ? Kommun och kommun? Skolan är en del av välfärdsinstitutionen och som sådan indragen i en ideologisk strid om hur samhällsutvecklingen bäst främjas. Hur skolans framtid blir avgörs sannolikt av åt vilket håll det allmänna ideologiska klimatet förändras, eller inte förändras. Vad vill man med skolan och vad vill man med medborgaren? Att utbilda alla till arbetskraft i en tid då allt färre behövs i produktionen, är inte längre självklart en förnuftig idé. I varje fall inte ur ett effektivitetsperspektiv. Men oavsett vad man vill och beslutar om på politisk och rättslig nivå lever gamla institutioner i stora stycken sitt eget liv, åtminstone ser det så ut. Det går trögt att lägga om institutionella roder och medan arbetet med det pågår hinner tidsandan med sin bärande ideologiska övertygelse kanske ändras igen. Det är inte lätt att sia om framtiden, och kanske är den institutionella trögheten en av förklaringarna till det.

Nonetheless IT sector is considered as highly competitive Belarus is listed in the top five, while also be-ing in the transitional stage. Thus, this thesis examined the tendencies of the quality management in Bel-arus IT industry. TQM, commonly used control system – ISO, and Business Excellence Models – Mal-colm Baldrige National Quality Award (MNBQA) and European Foundation for Quality Management (EFQM) were used as the basis for our research. The main premise for the research is that it is not nec-essary to excel in all concepts of TQM, where ISO was used as the primary step towards total quality. Hence it was deduced that quality in the collected sample differs among the concepts. Even though the main concept of customer satisfaction is acknowledged, the human factor is still undervalued. This might also be the flaw hinged by ISO. However, further research could be done, covering bigger sample and observing the shift of these tendencies. Key words: Total Quality Management (TQM), Interantional Organisation for Standardisation (ISO), Business Excellence Model (BEM), IT, Belarus, transitional economy, tendencies, Leadership, Strategy, Human Resources, Culture, Infrastructure iii

軟體產業向來都是腦力密集產業，面對全球化的趨勢，其競爭層次早已不再侷限於國內，而是提升至跨國與跨區域的領域。因此唯有強化競爭力才得以屹立於產業中。 卡內基美隆大學的軟體工學院(Software Engineer Institute, SEI)制定之能力成熟度整合模型(Capability Maturity Model Integration, CMMI)，已成為國際軟體工程中廣泛認同的標準。行政院制定的六年國家展計畫(2002–2008)，其中數位台灣(e–Taiwan)專案中政府更擬定推動民間業者CMMI的計畫,以提升國內軟體開發的素質與強化國際競爭力。 CMMI的導入，無疑是希望從組織面、成本面、品質面等面向全面提升軟體的品質。然而在眾多的導入案例中，學術界對於台灣的軟體企業導入CMMI產生之影響所進行的研究論文相對匱乏。而且國內的資訊軟體業者普遍為中小型機構，是否可以獲得預期的效益也未可知，然在導入的過程卻必須先面臨接踵而來的衝擊。 本文針對已經有成功導入經驗的業者進行研究，藉由研究執行CMMI所衍生的負面衝擊並釐清這些衝擊產生的原因，以協助企業在開始執行之前便能了解其影響，以及相關衝擊產生之原因。讓企業經營階層在執行導入CMMI決策時有更為完整的參考依據，以降低導入CMMI時所衍生出的負面衝擊，進而提升效益。

The purpose of this study is to revise the Department of Water Affairs and Forestry's (DWAF's) current Integrated Environmental Management (IEM) procedure and to develop an Environmental Management Framework (EMF), so as to ensure that the environment is considered in a structured, formal manner at each decision-making stage of the projects development business process. The proposed EMF provides process diagrams that align the IBM principles, the environmental assessment and management tools, and the engineering business process with the project life cycle approach for DWAF's water sector functional areas. Key decision-making points are introduced to the business process to ensure that all the specific requirements have been met before continuing to the next engineering stage of the business life cycle. Auditing nodes were identified within the life cycle approach and complement the decision-making points and strengthen the evaluation of environmental compliance and performance. These process diagrams is designed to prompt development planners and implementers to consider the environment at all stages of the business life cycle and practice sound environmental management. The EMF is based on international best practice and follows the Deming model philosophy as well as principles and elements of an environmental management system. The EMF must be an integral part in the way the department conduct its business and not seen as an ad hoc function and the duties of the environmental officer. To conclude, the EMF is the building block and interim management plan for an appropriate environmental management system in the future and the first step towards business excellence for the Department of Water Affairs and Forestry. / Thesis (M.Sc. (Geography and Environmental Studies))--North-West University, Potchefstroom Campus, 2005.

The purpose of this study is to revise the Department of Water Affairs and Forestry's (DWAF's) current Integrated Environmental Management (IEM) procedure and to develop an Environmental Management Framework (EMF), so as to ensure that the environment is considered in a structured, formal manner at each decision-making stage of the projects development business process. The proposed EMF provides process diagrams that align the IBM principles, the environmental assessment and management tools, and the engineering business process with the project life cycle approach for DWAF's water sector functional areas. Key decision-making points are introduced to the business process to ensure that all the specific requirements have been met before continuing to the next engineering stage of the business life cycle. Auditing nodes were identified within the life cycle approach and complement the decision-making points and strengthen the evaluation of environmental compliance and performance. These process diagrams is designed to prompt development planners and implementers to consider the environment at all stages of the business life cycle and practice sound environmental management. The EMF is based on international best practice and follows the Deming model philosophy as well as principles and elements of an environmental management system. The EMF must be an integral part in the way the department conduct its business and not seen as an ad hoc function and the duties of the environmental officer. To conclude, the EMF is the building block and interim management plan for an appropriate environmental management system in the future and the first step towards business excellence for the Department of Water Affairs and Forestry. / Thesis (M.Sc. (Geography and Environmental Studies))--North-West University, Potchefstroom Campus, 2005.

The aim of the study was to establish the possible causes of poor Grade 12 results in physical science in South Africa and to apply a total quality management (TQM) approach to suggest a solution. The literature study indicates that resources, preparation or subject knowledge, commitment and support affect the quality of performance. The research was done in one school district (cluster). Following the literature study a questionnaire was distributed to 150 science teachers from 31 schools and the response rate was 73% (113 responses). The questionnaire tested the respondents' perception on the availability of resources and the support received by them, the support given to learners and their level of preparation and subject knowledge. From this, as well as from the biographical information from the questionnaire, certain conclusions were made about the reasons for poor performance of learners in science examinations. It could be concluded from the analysis of the results that limited support to teachers and support to learners are important factors contributing to a poor Grade 12 pass rate. The pass rate also correlates positively with experience levels of teachers. Although 39% of teachers are unqualified or under-qualified, no significant correlation could be found between pass rate and level of qualification. Analysis of the effect of commitment on pass rate was inconclusive. / Thesis (M.B.A.)--North-West University, Potchefstroom Campus, 2011.

The aim of the study was to establish the possible causes of poor Grade 12 results in physical science in South Africa and to apply a total quality management (TQM) approach to suggest a solution. The literature study indicates that resources, preparation or subject knowledge, commitment and support affect the quality of performance. The research was done in one school district (cluster). Following the literature study a questionnaire was distributed to 150 science teachers from 31 schools and the response rate was 73% (113 responses). The questionnaire tested the respondents' perception on the availability of resources and the support received by them, the support given to learners and their level of preparation and subject knowledge. From this, as well as from the biographical information from the questionnaire, certain conclusions were made about the reasons for poor performance of learners in science examinations. It could be concluded from the analysis of the results that limited support to teachers and support to learners are important factors contributing to a poor Grade 12 pass rate. The pass rate also correlates positively with experience levels of teachers. Although 39% of teachers are unqualified or under-qualified, no significant correlation could be found between pass rate and level of qualification. Analysis of the effect of commitment on pass rate was inconclusive. / Thesis (M.B.A.)--North-West University, Potchefstroom Campus, 2011.

The purpose of this report is to identify a generic toolbox for a Swedish municipality's quality work. To do so, the report examines two things. First of all, how a generic toolbox can be designed for a municipality's quality work, and, secondly, how a municipality can strengthen its work with quality. An abductive method has formed the basis for the gathering of theory and empirical evidence. Pragmatism has furthermore been at the heart of convergence, crystallizing a need for tools, in some cases pragmatically tailor made from theory and practice. The toolbox is proposed to consist of a PDSA wheel extending over a year’s period. The tools will be executed in conjunction since they are based on the previous tool’s results. A test that was carried out indicates that the proposed toolbox in fact has a generic cross-function even if knowledge about the use along with leadership values seem to be needed. In order to strengthen the overall quality work the municipality is proposed to compare results from all operations during the year, measurements of results could be used in order to create digital Annual Quality Reports. Also, the top management is encouraged to show interest for daily operations by, for example, site visits. Finally, the municipality should ensure that the quality work carried out by the Quality Management Team is given greater bearing. As an example this can be done by providing citizens with an overview of the inspection’s protocol. / En kommun innefattande ett hundratal verksamheter är i tagen att utveckla sin nuvarande kvalitetsledingsmodell. Kommunen har ett par verktyg för verksamheters kvalitetsarbete men välkomnar fler som är anpassade för användas inom ramarna för den utvecklade kvalitetsledningsmodellen. Syftet med den här rapporten är att identifiera och föreslå en generisk verktygslåda för en kommuns kvalitetsarbete. För att göra detta undersöker rapporten två saker. För det första hur en generisk verktygslåda kan utformas för en kommuns kvalitetsarbete, och för det andra hur en kommun kan stärka sitt arbete med kvalitet. En abduktiv metod har utgjort grund för såväl insamlande av teori men även empiri. Teorin varvas med giganter inom offensiv kvalitetsutveckling och strategisk verksamhetsutveckling till att innefatta nyare rön och synsätt. Undersökning och kartläggning av kommunens granskningsrapporter har ringat in nuvarande utvecklingsområden. I intervju med kommunens kvalitetschef, granskare samt en verksamhetsansvarig har bilden bekräftats och broderats ut. Konvergens i teori, empiri och kommunens nya kvalitetsledningsmodell har fått utgöra grund för varje föreslaget verktyg. Pragmatism har vidare fått stå i centrum då konvergens pekat på ett så pass utkristalliserat behov att verktyg i vissa fall har skräddarsytts utifrån teoretiska områden. Utifrån detta föreslås verktygslådan för det första bestå av ett PDSA-hjul som sträcker sig över ett år. Verktygen ska utföras i följdordning eftersom de bygger på föregående resultat. Test av verktygslådan pekar på att den har en generisk bäring men även att kunskap om tillämpning och bakomliggande värderingar behövs vid användning. I Plan-fasen föreslås en nulägesanalys samt ett 5 varför?. I Do-fasen föreslås en Balanced Scorecard där utrymme för definierade nyckeltalsenheter och framtida utvecklingsområden att innefattas. Vidare föreslås en kanbantavla som inte enbart består av ett traditionellt dragande system utan som även är grund för information. En checklista som verkytg föreslås för att bygga in systematik. I Study-fasen föreslås en ny nulägesanalys som vidare får ligga till grund för kommunens redan väletablerade analysverktyg Analystrappan. I Act-fasen föreslås en Spånskiva som underlag för en ny Balanced Scorecard som avslutar PDSA-cykeln. För att stärka sina verksamheter och få ut så mycket som möjligt av den generiska verktygslådan föreslås kommunen att i Plan-fasen göra sammanställningar av verksamheters resultat som grund för jämförelse och för att basera beslut på fakta. I Do-fasen uppmuntras till högsta ledningens visade intresse genom till exempel platsbesök. I Study-fasen kan kommunen fortsatt arbeta med att utveckla brukarundersökningen. I Act-fasen föreslås att varje verksamhet kvalitetsårsredovisar baserat på den rapportering som gjorts under året. Slutligen borde kommunen se till att det kvalitetsarbete som bedrivs i form av granskningar får större bäring i verksamheter. Detta kan till exempel göras genom att granskningsmarkörer får utgöra jämförelsegrund för brukare och medborgare.

The objective of the study was to quantify the evolving scope of quality management as practiced in a sample of companies in South Afiica, and to correlate this with corporate profitability. The empirical data in this study suggests that a more extensive scope of application and practice of quality management and related management practices is related to better organisational profitability. The significant correlations which were demonstrated are: • A focus on results by companies is inversely correlated with Operating Profit Margin. • Quality training, employee communications and internal coordination correlates positively with Net Profit Margin. • The rigorous use of quality standards correlates positively with Net Profit Margin. • Quality control and monitoring correlates positively with Return on Equity. Recommendations flowing from this study include that a broader paradigm of quality management is required, expressed as an integrated model for innovation and change which is holistic rather than fragmented. / Economics / M. Com. (Business Economics)