Orientador: Manoel Henrique Salgado / Banca: Daniel Jugend / Banca: Sergio Luis da Silva / Resumo: Em meio às mudanças no ambiente corporativo global, a atenção dada à qualidade vem crescendo e ganhando cada vez mais importância e hoje ela é um pré-requisito para uma gestão eficaz e competitiva e para melhor se ajustar a essa realidade muitas organizações têm desenvolvido a qualidade com assessoria de consultoria. Diante disso, este trabalho tem como objetivo verificar o grau de satisfação de organizações de Estado de São paulo com os serviços de consultoria em certificação de Sistemas de Gestão de Qualidade em ISO 9001, identificando seus aspectos positivos e oportunidades de melhoria. A principal contribuição deste trabalho está no fato de ir a fundo ao desempenho das consultorias em implantação de ISO 9001 segundo o ponto de vista da organização contratante do serviço. Foi feito uso de survey com a elaboração de um questionário por meio do qual foram coletadas informações sobre variáveis como Comprometimento de Alta Direção, Desempenho da Consultoria e Dificuldades na Implementação da ISO 9001, entre outros. Foi evidenciado pelas organizações que as empresas de consultorias externas têm suficiente experiência na execução de suas atividades, desenvolvem seu trabalho dentro de um prazo que atende as necessidades dos clientes a um preço que entendem ser justo. Por outro lado, podem melhorar os serviço customizando-o às necessidades do cliente e definindo melhor a experiência do projeto em seu início. Outra contribuição deste trabalho para o conhecimento sobre Sistemas de Gestão de Qualidade é o fato de revelar estatisticamente que há forte relação entre Melhoria Contínua e Gestão de Fornecedores, mais especificamente sua qualidade / Abstract: Quality has become more and more important in business environment, facing a number of changes that frequently take place. It is a qualifer criteria, not more a order-winner. Therefore, some organizations look for consultant services in order to get a world class quality level. This study aims to identify strengths and improvement opportunities in consulting services for implementation of ISO 9001 Quality Management Systems in companies located in São Paulo, Brazil , in sorted industries. It main contribution takes place in the deeper analysis on the consultant performance from the hiring organization's point of view. The research was performed on a survey with a questionnaire and the findings are that consultants are skilled enough and might have developed the cerification process within a proper time line at a reasonable cost, however some flexibility is still needed from customer's perspective, in addition to more expectation clarification from the beginning . An additional finding out from this study that contributes to the current knowledge about Quality Management is the strong statistical relationship between continuous improvement process and supplier management, within quality aspects in particular / Mestre

A dissertation submitted to the Faculty of Business, Cape Peninsula University of Technology, Cape Town, in partial fulfilment of the requirements for the Degree Magister Technologiae in Business Administration. / The different opinion about customer satisfaction amongst academics and practitioners is useful in gaining broader understanding of the term customer satisfaction. This study anchors its definition of customer satisfaction on three main drivers: (1) product’s knowledge such as emotional or cognitive, (2) consumption experience and (3) the response after consumption. Although, this definition departs from market expectation of companies’ production and marketing orientation, it certainly forms the base for concerns about the need for product quality that now drives companies’ quality and competitive strategy. This study evaluates the usage of quality management to understand management perception of product quality and its relationship with customers’ satisfaction and competitiveness. This evaluation used survey research method to collect empirical data from 110 respondents randomly selected from manufacturing companies based in Cape Town. The data received were analysed using descriptive statistic, presented in tables and charts to understand and describe respondents’ perception of the usage of quality management for improved customer satisfaction. The finding shows that quality, management was used to improve satisfaction of customers.

Dissertation submitted in fulfillment of the requirements for the degree Master Technologiae: Quality in the Faculty of Engineering at the Cape Peninsula University of Technology / Beginning in the United States in December 2007, and with much greater intensity since September 2008, much of the industrialised world is being subjected to an economic downturn, which manifests in unemployment, small-business lending, and in particular, the closing of small business enterprises, etc. Customer satisfaction, quality and retention are global issues that affect all organisations, no matter whether they are large or small, profit or non-profit, global or local. In a globally changing landscape characterised by continuous structural changes and enhanced competitive pressures, the role of small business in society has become even more important as providers of employment opportunities and key players for the well-being of local and regional communities. Under the current global worldwide economic crisis, small business is considered to be a major force behind the South Africa‟s economy. Regarding the implementation of quality, probably the most serious constraints a small firm has is that the manager is almost constantly under time pressure, usually dealing with the urgent staff and operational matters.Especially in very small companies, the manager usually has to cope with to all issues irrespective of their nature, in addition to day to day duties such as record keeper, inventory management and scheduling. Ironically, it is this type of small business that needs quality solutions because quality strategies do not from the basis of the traditional small business enterprises, thus impacting on the successful management of the business environment.

Thesis (MTech (Quality))--Cape Peninsula University of Technology, 2010. / Computacenter SA (CCSA), serves as focus of this study. One of CCSA's clients is Unipart and therefore will be used as the example to mitigate the research problem, serving to demonstrate how Service Levels are structured and how they are monitored. According to the Company policy and agreed Service Level Agreements (SLA's), an acceptance level of 95% should be reached in terms of service delivery. Anything below 95% would be considered a failure, and therefore constitutes a breach of the agreement. The tool used by Computacenter South Africa (CCSA), to measure or monitor the SLA is referred to as Service Flow. Within Service Flow there are mechanisms known as 'pre exception result and a 'post exception result'. These concepts constitute a report, which is compiled on a monthly basis to check and evaluate performance, Should a request from a client not be met and there is a valid reason for the non compliance of the request. It can however bean exception and can therefore be processed as being successfully executed within the context of the SLA. If no valid reasons are, however logged in the request work log, the request constitutes as failed and can therefore lead to the team not achieving their agreed SLA with the customer.

Thesis (MTech (Public Relations Management))--Cape Peninsula University of Technology, 2011. / This research investigates the application of the quality management systems at a computer contact centre in Cape Town. It examines the issues around brand switching from the products supported by the computer customer contact centre to those manufactured by competitors. Its main interest is to interrogate the reasons customers give to call centre agents when they decide to switch brands. It also hopes to find out whether call agents understand the interrelation between quality management, brand loyalty and customer satisfaction. Furthermore, the project uses employee responses to ascertain whether the concept of quality management is synonymous with customer satisfaction and whether employee fulfilment leads to innovation and customer satisfaction. To address the main concerns of this project, Deming's model of quality management is used as the main conceptual framework. The key concepts underlying this model are visionary leadership, internal and external cooperation, learning/training, process management, continuous improvement, employee fulfilment and customer satisfaction. To find out the reasons that customers give to call centre agents when they decide to switch brands and also to respond to sub research questions, a quantitative research method was selected. A questionnaire was administered to 100 employees out of a 300 population. Although the customers' voices would have added value to the research project, the researcher decided to concentrate on employees because of the following reasons: 1) the interaction with customer begins and ends with agents, therefore agents are always aware of the reasons why customers switch brands; 2) the customers are in excess of 100,000,000 and selecting a representative sample for a mini thesis was not very feasible, given that the thesis is constrained by time and volume.

Thesis (MTech (Construction Management))--Cape Peninsula University of Technology, 2018. / The standards of maintenance management of building facilities at many educational institutions, including tertiary institutions, need improvement. TQM has been proven to be effective in the improvement of quality in the maintenance of school building facilities, although many tertiary institutions are still grappling to implement TQM in the maintenance of their buildings. This particular research project investigates the extent of TQM practices; determines challenges experienced; determines success factors and establishes a framework that will ensure the effective implementation of Total Quality Management in the maintenance of tertiary institution buildings in South Africa. A quantitative research design was adopted, where a questionnaire with closed-ended questions was distributed to purposively-sampled maintenance workers in a tertiary institution. A total of 54 respondents participated in the study. The study adopted a case study approach. Five CPUT campuses were selected as the cases for the research study. Descriptive and inferential statistics were used to analyse the data. Data analysis was carried out by means of ranking; ANOVA test and Kruskal-Wallis test of association. The findings obtained indicate that all the TQM practices were implemented. Respondents perceived non-involvement of maintenance workers in decision-making as the most frequently experienced challenge during their building maintenance activities. A statistically significant different existed in the perception of workers’ affiliated campuses on TQM success factors. Findings revealed that TQM success factors were extensively practiced with respect to training and education of maintenance workers, use of statistical methods, and commitment to satisfaction to school stakeholders, as well as commitment from top management. To improve the maintenance management standard of buildings in tertiary institutions and ensure effective TQM implementation during maintenance activities, the study suggests a framework that provides interventions in situations where significant differences were found. It also suggests nine factors to the CPUT Maintenance Department to ensure effective implementation or actualisation in the maintenance of its buildings. A further study to identify new trends in the application of TQM in the maintenance of school buildings by conducting continuous studies from time to time is highly recommended.

O hábito alimentar do brasileiro sofreu uma notável mudança a partir de meados da década de 90. Esse fato se deu em virtude da queda do preço do leite e de seus derivados. Assim, estrategicamente, indústrias de grande porte nacionais e multinacionais investiram na produção de lácteos, bem como as indústrias de pequeno porte almejando uma retenção de parte da fatia deste mercado em ascensão. O Estado do Paraná vem se destacando nos últimos anos no cenário nacional, tanto na produção leiteira como na produção industrial. Segundo dados do IBGE o Estado produz 3,3 bilhões de litros de leite/ano, ocupando a terceira colocação no ranking nacional de produção de leite, sendo que desse total são processados 2,1 bilhões de litros de leite/ano, ou seja, 67% da produção do estado. Dados de uma pesquisa realizada pelo Instituto Paranaense de Desenvolvimento Econômico e Social (IPARDES) revelaram que da população de indústrias de laticínios presentes no estado do Paraná, 28% são representadas por indústrias de laticínios de micro porte e 55% são representadas por indústrias de laticínios de pequeno porte, totalizando um percentual de 83% dos laticínios pesquisados em todo o estado. Todavia, os pequenos laticínios nacionais são organizações carentes de estratégias de competitividade em relação ao mercado e à qualidade dos produtos. Atentos a essas informações e devido à importância que a qualidade exerce sobre as indústrias de alimentos o presente trabalho tem como objetivo identificar em qual etapa da “Eras” da qualidade descritas por Garvin (2002), as indústrias de laticínios de micro e pequeno porte dos Campos Gerais no Paraná estão posicionadas. Para o alcance deste objetivo esta pesquisa analisou a relação entre indicadores e a utilização das ferramentas da qualidade. Foi possível pesquisar 10 de 13 empresas da população de laticínios possuidoras do selo de certificação do Serviço de Inspeção Paranaense (SIP) e do Serviço de Inspeção Federal (SIF) na região dos Campos Gerais - PR. A metodologia utilizada foi baseada em uma pesquisa qualitativa descritiva, onde se empregou como instrumento de pesquisa as visitas in loco e a aplicação de um questionário semi-estruturado contendo questões abertas e fechadas. Foi identificado que os laticínios pesquisados cumprem a legislação vigente, utilizando as ferramentas que propiciam a qualidade do produto, livre de contaminações. A pesquisa também conseguiu caracterizar o cenário da qualidade no que tange ao contexto evolutivo das “Eras” da qualidade (Inspeção, Controle Estatístico da Qualidade, Garantia da Qualidade e Gestão Estratégica da Qualidade), sendo que tais laticínios estão direcionados para uma gestão voltada para a garantia da qualidade dos produtos. No entanto, tais laticínios são deficientes de ações estratégicas, bem como não utilizam as ferramentas ao seu alcance. / The eating habits of the Brazilian people suffered a remarkable change from the mid 90’s. This fact was due to the falling price of milk and its derivatives. So, strategically large -sized national and multinational industries invested in dairy, as well as small industries targeting a retention of part of the share of this growing market. The State of Paraná in Brazil has stood out in recent years on the national scene in both milk production and in industrial production. According to the Brazilian Institute of Geography and Statistics (IBGE) the state produces 3.3 billion liters of milk / year, ranking third in the national ranking of milk production, and of this total are processed 2.1 billion liters of milk/year, 67% of production in the state. Data from a survey conducted by the Paraná Institute of Economic and Social Development (IPARDES), revealed that the present population of dairy industries in the state of Paraná, 2 8% are represented by dairy micro scale industries and 55% are represented by industries dairy small, totaling a percentage of 83% of dairy surveyed statewide. However, the small national dairy organizations are lacking of competitiveness strategies in relation to market and product quality. Aware of this information and because of the importance that quality has on the food industry this paper aims to identify which stage of the "Ages" of the quality described by Garvin (2002), the micro and small dairies of Campos Gerais region in Paraná State are positioned. To achieve this objective this research examined the relationship between indicators and the use of quality tools. Unable to search 10 of 13 companies of the population of dairy owners seal Certification Inspection Service of Paraná (SIP) and the Federal Inspection Service (SIF) in the Campos Gerais region of Paraná state. The methodology used was based on a descriptive qualitative research which was used as a research tool on-site visits and application of a semi structured questionnaire with open and closed questions. It was identified that dairy industries surveyed comply with current legislation using the tools that provide the product quality free from contamination. The present study was also able to characterize the setting of quality with respect to the evolving context of "Eras quality” (Inspection, Statistical Quality Control, Quality Assurance and Strategic Quality Management), and such dairy industries are targeted for management aimed at ensuring product quality. Nevertheless, the dairies have no strategic actions and not use the tools to your fingertips.

O hábito alimentar do brasileiro sofreu uma notável mudança a partir de meados da década de 90. Esse fato se deu em virtude da queda do preço do leite e de seus derivados. Assim, estrategicamente, indústrias de grande porte nacionais e multinacionais investiram na produção de lácteos, bem como as indústrias de pequeno porte almejando uma retenção de parte da fatia deste mercado em ascensão. O Estado do Paraná vem se destacando nos últimos anos no cenário nacional, tanto na produção leiteira como na produção industrial. Segundo dados do IBGE o Estado produz 3,3 bilhões de litros de leite/ano, ocupando a terceira colocação no ranking nacional de produção de leite, sendo que desse total são processados 2,1 bilhões de litros de leite/ano, ou seja, 67% da produção do estado. Dados de uma pesquisa realizada pelo Instituto Paranaense de Desenvolvimento Econômico e Social (IPARDES) revelaram que da população de indústrias de laticínios presentes no estado do Paraná, 28% são representadas por indústrias de laticínios de micro porte e 55% são representadas por indústrias de laticínios de pequeno porte, totalizando um percentual de 83% dos laticínios pesquisados em todo o estado. Todavia, os pequenos laticínios nacionais são organizações carentes de estratégias de competitividade em relação ao mercado e à qualidade dos produtos. Atentos a essas informações e devido à importância que a qualidade exerce sobre as indústrias de alimentos o presente trabalho tem como objetivo identificar em qual etapa da “Eras” da qualidade descritas por Garvin (2002), as indústrias de laticínios de micro e pequeno porte dos Campos Gerais no Paraná estão posicionadas. Para o alcance deste objetivo esta pesquisa analisou a relação entre indicadores e a utilização das ferramentas da qualidade. Foi possível pesquisar 10 de 13 empresas da população de laticínios possuidoras do selo de certificação do Serviço de Inspeção Paranaense (SIP) e do Serviço de Inspeção Federal (SIF) na região dos Campos Gerais - PR. A metodologia utilizada foi baseada em uma pesquisa qualitativa descritiva, onde se empregou como instrumento de pesquisa as visitas in loco e a aplicação de um questionário semi-estruturado contendo questões abertas e fechadas. Foi identificado que os laticínios pesquisados cumprem a legislação vigente, utilizando as ferramentas que propiciam a qualidade do produto, livre de contaminações. A pesquisa também conseguiu caracterizar o cenário da qualidade no que tange ao contexto evolutivo das “Eras” da qualidade (Inspeção, Controle Estatístico da Qualidade, Garantia da Qualidade e Gestão Estratégica da Qualidade), sendo que tais laticínios estão direcionados para uma gestão voltada para a garantia da qualidade dos produtos. No entanto, tais laticínios são deficientes de ações estratégicas, bem como não utilizam as ferramentas ao seu alcance. / The eating habits of the Brazilian people suffered a remarkable change from the mid 90’s. This fact was due to the falling price of milk and its derivatives. So, strategically large -sized national and multinational industries invested in dairy, as well as small industries targeting a retention of part of the share of this growing market. The State of Paraná in Brazil has stood out in recent years on the national scene in both milk production and in industrial production. According to the Brazilian Institute of Geography and Statistics (IBGE) the state produces 3.3 billion liters of milk / year, ranking third in the national ranking of milk production, and of this total are processed 2.1 billion liters of milk/year, 67% of production in the state. Data from a survey conducted by the Paraná Institute of Economic and Social Development (IPARDES), revealed that the present population of dairy industries in the state of Paraná, 2 8% are represented by dairy micro scale industries and 55% are represented by industries dairy small, totaling a percentage of 83% of dairy surveyed statewide. However, the small national dairy organizations are lacking of competitiveness strategies in relation to market and product quality. Aware of this information and because of the importance that quality has on the food industry this paper aims to identify which stage of the "Ages" of the quality described by Garvin (2002), the micro and small dairies of Campos Gerais region in Paraná State are positioned. To achieve this objective this research examined the relationship between indicators and the use of quality tools. Unable to search 10 of 13 companies of the population of dairy owners seal Certification Inspection Service of Paraná (SIP) and the Federal Inspection Service (SIF) in the Campos Gerais region of Paraná state. The methodology used was based on a descriptive qualitative research which was used as a research tool on-site visits and application of a semi structured questionnaire with open and closed questions. It was identified that dairy industries surveyed comply with current legislation using the tools that provide the product quality free from contamination. The present study was also able to characterize the setting of quality with respect to the evolving context of "Eras quality” (Inspection, Statistical Quality Control, Quality Assurance and Strategic Quality Management), and such dairy industries are targeted for management aimed at ensuring product quality. Nevertheless, the dairies have no strategic actions and not use the tools to your fingertips.

Orientador: Olívio Novaski / Dissertação (mestrado) - Universidade Estadual de Campinas, Faculdade de Engenharia Mecânica / Made available in DSpace on 2018-08-16T23:24:32Z (GMT). No. of bitstreams: 1 Cirilo_Fernando_M.pdf: 1863938 bytes, checksum: 65a0364c278870841d17b3237f834812 (MD5) Previous issue date: 2010 / Resumo:O presente trabalho propõe um procedimento para ampliar a maturidade em gerenciamento de projetos rumo à excelência, através da utilização das melhores práticas em gerenciamento. O procedimento proposto é composto por uma série de passos, sendo que o passo inicial é o da escolha do modelo de avaliação do grau de maturidade de uma organização. Este modelo utiliza a forma de questionário dicotômico para a sua realização. Os passos subseqüentes tratam da execução da avaliação propriamente dita, do planejamento de melhorias, da implementação de melhorias e repetição do processo de avaliação.O conjunto de respostas do questionário de avaliação permite identificar as melhores práticas em gerenciamento que a organização faz uso, bem como aquelas as quais a organização ainda não faz uso, mas que são necessárias para aprimorar o seu grau de maturidade. A aplicação do procedimento proposto foi feita em uma organização que trabalha basicamente com projetos. Os resultados obtidos mostraram que se trata de um procedimento simples, de fácil entendimento, com pouca utilização do tempo e que sugere de maneira objetiva o caminho para o aumento do grau de maturidade em gerenciamento de projetos / Abstract: This work suggests a procedure to extend the management project maturity toward excellence, through the use of best practices in project management. The suggested procedure is composed of a series of steps, and the initial step is the organization evaluation maturity model choice. This model uses the form of a questionnaire dichotomous for its implementation. The subsequent steps deal with the implementation of assessment, the improvements planning, the improvements implementation and self-evaluation process repetition. The assessment questionnaire replies allows to identify the best practices in management that the organization makes use, as well those which the organization has not makes use yet, but which are necessary to improve the maturity degree. The suggested procedure application was made in an organization working basically with projects. The results showed that this is a simple procedure, of easy understanding, with a little use of time and suggests objectively the increase in the project management maturity degree / Mestrado / Materiais e Processos de Fabricação / Mestre em Engenharia Mecânica

Orientador: Olivio Novaski / Dissertação (mestrado profissional) - Universidade Estadual de Campinas, Faculdade de Engenharia Mecanica / Made available in DSpace on 2018-08-03T22:42:16Z (GMT). No. of bitstreams: 1 Paula_MagdaRodriguesde_M.pdf: 908434 bytes, checksum: dab866318e5ad0bc9073424ecde60e28 (MD5) Previous issue date: 2004 / Mestrado / Gestão da Qualidade Total / Mestre Profissional em Engenharia Mecanica