Tyrimo objektas – Tauragės apskrities kaimo turizmo sodybos. Tyrimo dalykas – kaimo turizmo paslaugų kokybė ir įvairovė. Darbo tikslas - numatyti priemones kaimo turizmo paslaugų įvairovės ir jų kokybės gerinimui. Uždaviniai: 1) teoriniu aspektu atskleisti paslaugos bei kokybės esmę; 2) išanalizuoti kaimo turizmo paslaugų įvairovę ir kokybę lemiančius veiksnius; 3) pagrįsti visuotinės kokybės vadybos aktualumą kaimo turizmo paslaugų kokybei gerinti; 4) suformuoti priemones, sukuriančias sąlygas kaimo turizmo paslaugų įvairovei plėsti ir kokybei gerinti. Tyrimo metodai: mokslinės literatūros analizė ir sintezė, monografinis, lyginimo, anketinės apklausos ir struktūruoto interviu metodai. Tyrimo rezultatai. Pirmoje darbo dalyje pateikta kaimo turizmo paslaugos bei kokybės samprata; nustatyti kaimo turizmo paslaugų įvairovę lemiantys veiksniai ir pateikta visuotinės kokybės vadybos svarba kaimo turizmo verslui. Antroje darbo dalyje pateikti tyrimo objektas, respondentų charakteristika, tyrimo metodas . Trečioje darbo dalyje pateikiami ir analizuojami gauti tyrimo rezultatai. Atliktas kaimo turizmo paslaugų kokybės ir įvairovės tyrimas Tauragės apskrityje leido nustatyti, kokie yra sodybų pasirinkimo motyvai, kas labiausiai patinka ir kas nepatinka respondentams ilsintis kaimo turizmo sodybose, įvertinti paslaugų kokybės spragas, kokios paslaugos teikiamos kaimo turizmo sodybose Tauragės apskrityje ir kokių paslaugų pageidauja vartotojai, ar sodybų savininkai vadovaujasi paslaugų... [toliau žr. visą tekstą] / Research object –– rural tourism farmsteads in Taurage district. Research subject – rural tourism service variety and quality. Research aim – to establish means for improvement of rural tourism service quality and variety. Objectives: 1. to describe the aspects of service quality in theory; 2. to analyze service quality and variety determining factors; 3. to validate the importance of total quality management for rural tourism; 4. to offer means for rural tourism service variety and quality improvement. Research methods: analysis and synthesis of science literature, questionnaire forms. Research results: in first part of work the essence of rural tourism service variety and quality and total quality management are displayed. Respondent characteristics and research methods are displayed in the second part. Research results and analysis are displayed in the third part. Main findings: 1. respondents are not satisfied with rural tourism service variety in Taurage district; 2. farmstead owners evaluate their service quality higher than service consumers; 3. rural tourism farmstead owners are not using service variety and quality management means; 4. service quality evaluation system to be used to improve service quality.

Viešojo sektoriaus kultūros įstaigos pastarąjį dešimtmetį tapo aktyvios kultūros produktų rinkos dalimi. Juntama konkurencija su privačiu sektoriumi skatina didinti veiklos efektyvumą. Aktuali tampa kultūros sektoriaus modernizavimo, tinklo optimizavimo tema. Įstaigų vadovai kelia darbuotojams aukštesnius kokybės tikslus nepaisant to, jog valstybės lėšų kultūros sektoriui skiriama nepakankamai. Lietuvos kultūros sektoriaus institucijų vadybos procesai, vertinant iš visuotinės kokybės vadybos pozicijų, tebėra tradiciniai – trūksta orientacijos į galutinį vartotoją, išlieka nepagrįstai dideli ir produkcijos kokybei neadekvatūs įstaigų administravimo kaštai, neaiškūs tikslai, atliekamos funkcijos neapibrėžtos kokybės kriterijais. Kultūros įstaigos turi motyvacijos valdyti veiklos kokybę, tačiau joms trūksta žinių, metodinių gairių. Plačiai nagrinėjama kultūros produkto kokybės (meninės vertės) tema, bet kultūros įstaigų valdymo klausimais tebėra mažai tyrinėti. Nepavyko rasti įrodymų apie kokybės vadybos metodų taikymo inicaityvas Lietuvos viešojo sektoriaus kultūros įstaigose. Šio darbo tikslas atskleisti kokybės vadybos metodų taikymo galimybes ir poreikį siekiant gerinti viešojo sektoriaus kultūros įstaigų veiklą. Iškeltos dvi susijusios hipotezės, jog viešojo sektoriaus kultūros įstaigų vadyba vadovaujasi kokybės vadybos principais, metodais, priemonėmis (1), o kokybės vadybos metodai gali būti taikomi siekiant gerinti viešojo sektoriaus kultūros įstaigų veiklą (... [toliau žr. visą tekstą] / Public sector cultural institutions became active members of the cultural production market in the last decade. The competition they experience with the private sector prompts them to improve efficiency. As such, the issue of the sector‘s modernization and network optimization become topical. In view of the inadequate resourses state management has at its disposal, this sets high quality objectives to their staff. From the viewpoint of Quality Management the way in which cultural institutions are currently managed, appears traditional in the sense that there is still lack of customer focus, unreasonable demand on administration assets, uncertain objectives, goals and criteria to assess them. Cultural institutions are highly motivated to operate the quality of their main activities, but they need theoretical and methodical support. There are many publications dealing with the quality of cultural productions as far as the artistic value is concerned. However, governance issues seem to be uncommon to examine. An extensive search showed that there are today no public reports on initiatives to apply the Quality Management approach to public sector cultural institutions in Lithuania. So, the main aim of this work is to demonstrate the possibility to apply the Quality Management approach to public sector institutions in order to improve their activities. With reference to the findings of this work, public sector cultural institutions are encouraged to apply the Common Assessment... [to full text]

Dissertation submitted in partial fulfilment of the requirements for the degree of Master of Business Administration, Business Studies Unit, Faculty of Commerce, Durban University of Techology, 2007. / Quality improvement is a fundamental and important attribute of a company’s business strategy and competitive positioning. The Durban-based paint factory of Dulux (Pty)Ltd, is the primary manufacturing and distribution site in South Africa. This site has to ensure that the consumers and customers in the target market, are satisfied with the quality of product and service received from the factory. This research focuses on the determination of employee perceptions of quality during 2006 at the paint factory site. In particular, how could these perceptions be effectively used by management as a basis for improving the quality ethic on the site. An improved quality ethic ensures a value- added product and service offer to the target market. The research investigates employee perceptions for various site departments and job grades within the context of several quality themes. Employee perceptions were determined by means of a quantitative survey conducted on the site population using a survey questionnaire. The study shows a primarily positive perception of quality by the employees. The subsequent descriptive and inferential statistical analysis quantifies these perceptions as statistically significant in relation to the research questions that were used in the research. There were some perceptions of quality that highlited potential areas for improvement within the site quality management system and the scope of application. These areas need to be considered by management in order to restore positive perception and support for the quality management system. It is recommended that an annual survey of employee perceptions be conducted by the Quality Assurance department and feedback discussed at the annual quality management review forum. An effective quality improvement and communications strategy can then be determined for implementation. It is also proposed that future research consider conducting a similar study at the service oriented Dulux Alberton site and another survey for the management team at the Durban factory.

Submitted in fulfilment of the requirements for the Masters Degree in Technology: Quality, in the Department of Operations and Quality Management, Durban University of Technology, 2009. / Higher education institutions are faced with an increasing number of complex challenges including implementing and maintaining a quality management system. In addition, the transformation of higher education brought about further regulations, especially to private higher and further education institutions. Managing the change in private higher and further education became complex as institutions were required to meet the Department of Education’s registration requirements and the HEQC and Umalusi Council’s quality audit criteria requirements. Hence, this study reviewed related literature which represented sources of information, to determine the nature of PHE and FET institutions. The literature further scanned business quality tools and the SAEM and their applicability to private higher and further education. It was established that the TQM philosophy and the ISO 9001: 2000 quality standard, applied in an integrated system, was suitable for higher education. The review identified the SAEM as a suitable model to use as a basis for an integrated quality management system. From the literature review, the nature of PHE and FET institutions and the requirements of the HEQC and Umalusi Council were established. A significant finding was that PHE and FET institutions did not have an internal quality management system in place. This revelation led to the research investigation on finding the needs and deficiencies of FET and PHEIs. A questionnaire, using mainly open-ended questions, was designed and administered to FET and PHEIs for this purpose. The responses revealed that some quality practices were in place but, overall, the quality arrangements were inadequate. The results of the research investigation and the principles of the business quality tools were integrated into the SAEM’s principles. This process led to the formation of an Integrated Quality Model. This Integrated Quality Model was recommended as an internal quality management system for FET and PHEIs

With the advent of democracy in South Africa in1994, a plethora of old pieces of legislation and policies have either been revised or new ones promulgated to address the gross inequalities of the apartheid state. In the context of education new policies were designed to improve the standard of education across public schools in the country. One such policy is the Integrated Quality Management System intended to support teachers in achieving quality education. Policy Design and Policy Implementation are separate concepts and it is well known that the intentions of the policy are not always achieved during implementation. It is clear that the State President, Jacob Zuma was cognizant of the disconnection between Policy and Policy Implementation when he stated at a meeting with school Principals in 2009 that “our wonderful policies that we have been implementing since 1994 have not essentially led to the delivery of quality education for the poorest of the poor”. He questioned as to why the policies have failed to deliver excellence and what should be done about it. Further, the Basic Education Minister, Angie Motshekga in her maiden Budget Speech asserted that: “The findings of Professor Jonathan Jansen’s committee on National Education Evaluation and Development Unit (NEEDU) confirms what we all know, what the view is outside there and reasons for a general lack of public confidence in our education system”. The study explores the extent to which the implementation of the Integrated Quality Management System has indeed led to the delivery of quality education. The Policy was also intended to restore public confidence in the education system and the study aims to explore the extent to which this has been achieved. The Integrated Quality Management System was intended to ensure that the State is obtaining value for the money expended on education, the largest portion being allocated to the salaries of educators. It would appear not to be the case. In this regard, a Report issued by the Organisation for Economic Cooperation and Development (OECD 2008) found that international studies have shown that the “returns to investment” in teacher education, or the quality of performance one might expect from learners in return for money spent on educators, is very low in South Africa, to the extent that “low educator productivity has been cited as the main reason for South Africa’s relatively poor performance” It is for the above reason that the National Policy on Whole School Evaluation which includes the Integrated Quality Management System, designed to address the problems of educator performance and poor learner attainment were put under the spotlight. The success of Policy Implementation, and the possible adaptation of existing policies to ensure that the desired results are achieved are also investigated in the study. Recommendations are made as to how policy might be reviewed or changed. / Thesis (Ph.D.)-University of KwaZulu-Natal, Westville, 2010.

This study is based in the concept of 'quality' as an ongoing concern in South African education. It deals with some definitions and views of what 'quality' is and how it is applied to the educational process. In doing this the study concentrates on Total Quality Management, a theory founded in commerce, and in recent years applied to education. Chapter 2 of the study, entitled Associated Literature, finally focuses on the concept of 'customer service' or 'customer care', an important element of Total Quality Management, as practised at The Racing and Equestrian Academy, an independent, co-educational boarding school in KwaZulu-Natal. The basic concept upon which this study relies is that students and parents are customers and that they define for themselves what quality is and whether they are receiving it or not. The study developed out of a series of questionnaires completed in 2002 that gave rise to critical concerns about the level of customer service offered by the Academy. These questionnaires are a part of the Academy's ongoing interest in 'quality' and the views of its customers in this respect. In order to discover what its customers' views are and to analyse them, this study has employed ethnographic research methods, in that it allows for: the portrayal of the situation in the subjects' (students' and parents') terms, multiple perspectives and the description of the specific situation at The Racing and Equestrian Academy. Questionnaires, observation and content analysis have been used to record and understand the real findings at the Academy in relation to the theoretical perspectives outlined in the related literature. / Thesis (M.Ed.)-University of Natal, 2003.

Total Quality Management (TQM) is both enthusiastically praised and severely criticised in the management literature. The current study discusses various problems related to TQM and suggests a model for TQM to attempt to alleviate these problems. This model integrates quality and environmental management basing the system on a combination of the ISO 9002 and ISO 14001 standards. A number of perspectives, which are consequences of the model, are discussed, including integration, participation and multi-criteria decision making. Different strands of Systems Theory are presented as providing insights that should assist in successfully addressing these perspectives. General Systems Theory is described as providing perspectives regarding integration and Soft Systems Thinking as providing perspectives regarding participation. Multi-Criteria Decision Making (MCDM) methodologies are not normally seen as part of Systems Thinking but the compatibility of these two approaches is argued and the utility for TQM of the link between MCDM and Systems Thinking indicated. Critical Systems Thinking is suggested as providing the theoretical perspectives to define a multimethodology framework linking three methodologies, Soft Systems Methodology (SSM), Strategic Assumptions Surfacing and Testing (SAST) and Analytic Hierarchy Process (AHP). This framework is suggested as providing the diversity of perspectives needed to promote participation in the process and to give a sense of direction in the multifaceted management intervention on the problem of progressing toward a combined ISO 9002114001 system. T!Us framework was implemented at Mondi Kraft, Richards-Bay Mill via three workshops following an Action Research based process. This process is described and the data emanating from the workshops analysed and discussed. The process succeeded in the objective of promoting organisational learning on two levels. First, the introduction of the three new methodologies increased management knowledge by providing extra problem solving methods. Second, the issues and models discussed during the workshops heightened management awareness of quality and environmental matters across a wide front and, through the AHP ratings, management was able to prioritise these issues for later action. A number of recommendations and items for possible further research flowed from this study and are discussed. / Thesis (M.Comm.) - University of Natal, Pietermaritzburg, 1998.

Total Quality Management, (TQM), is an internationally recognized system of improving quality in industry. Globally, academic institutions have also adopted the principles of TQM systems to enhance the quality of their operations. The main aim of this study was to determine whether a TQM system can be implemented at faculty level in a University and what resources would make it sustainable. Research data was obtained by surveying staff and students at the University of KwaZulu-Natal, (UKZN). A probability sample of 330, from a population size of 2500, was drawn from the Faculty of Engineering at UKZN. Qualitative and quantitative data from questionnaires and phenomenological interviews was collected for analysis to meet the studies objectives. A salient feature of the study was that all candidates surveyed believed that a TQM system was needed for the Faculty of Engineering at UKZN. The study also showed that staff and students believed that a TQM system would lead to improved quality, standards, operational efficiency, image and reputation for the Faculty of Engineering. The overall results revealed that a University faculty‟s operations would benefit from improved quality. A TQM system would be the most appropriate method of achieving improved quality across the board. The study led to the development of a TQM system framework and model that would benefit operations in a University faculty. The study can assist other University faculties that want to improve their operations, across the board, by using a TQM system. / Thesis (MBA)-University of KwaZulu-Natal, Westville, 2011.

To improve on service delivery, the challenge is to ensure that the correctional officials understand and are skilled in dealing with demands for better standard of service delivery by the public. There is a perception that current training programmes are too fragmented and that training does not receive the priority it deserves. There is also a feeling that current training is still too much focused on the training needs of the ''top" echelons (managers) and not the "bottom" end of the Department of Correctional Services, especially those directly dealing with day to day work situation. This study was therefore designed to examine how human resources are developed within the Department of Correctional Services, emphasizing on Human Resource Development Strategy for Total Quality Management within the Department. The research methods utilized in the investigation are qualitative and exploratory, since no comparative research on the implementation of Human Resource Development Strategy has yet been conducted in the Department of Correctional Services. The study took place at the Groenpunt Management Area. In order to obtain data, questionnaires and interviews were used and administered by the researcher with randomly selected individuals from the employees within Groenpunt Management Area. The investigation was based on the hypothesis that the effective implementation of human resource development strategy may lead to efficient total quality management in Groenpunt Management Area. The Department of Correctional Services (DCS) should utilize strategies to provide training and education to further the employees' development and chances of advancement to leadership positions. The DCS must be concerned to implement techniques that could serve to improve productivity and better service delivery. Greater employee involvement and development need to be encouraged. The findings of the study explore that the Human Resource Development Strategy for the DCS must be aimed at addressing the major human resource capacity constraints currently hampering the effective and equitable service delivery. The DCS must become a true learning organization and to ensure this the DCS must ensure that conditions necessary for improving service delivery have been established. The implementation of the HRD Strategy will ensure that the capacity of the staff within the DCS is built up to a level of competence that will ensure access to equal and competent service. The study concludes with the recommendation that appropriate human resources are required to implement strategies. The DCS further needs to have the right kind of people trained in the appropriate manner in order to carry out strategic plans. Where the implementation of strategies requires new knowledge and skills, it must be ensured that the information is built into the existing training courses and that new courses are developed if necessary. / Thesis (M. Development and Management)--North-West University, Vaal Triangle Campus, 2010.

To improve on service delivery, the challenge is to ensure that the correctional officials understand and are skilled in dealing with demands for better standard of service delivery by the public. There is a perception that current training programmes are too fragmented and that training does not receive the priority it deserves. There is also a feeling that current training is still too much focused on the training needs of the ''top" echelons (managers) and not the "bottom" end of the Department of Correctional Services, especially those directly dealing with day to day work situation. This study was therefore designed to examine how human resources are developed within the Department of Correctional Services, emphasizing on Human Resource Development Strategy for Total Quality Management within the Department. The research methods utilized in the investigation are qualitative and exploratory, since no comparative research on the implementation of Human Resource Development Strategy has yet been conducted in the Department of Correctional Services. The study took place at the Groenpunt Management Area. In order to obtain data, questionnaires and interviews were used and administered by the researcher with randomly selected individuals from the employees within Groenpunt Management Area. The investigation was based on the hypothesis that the effective implementation of human resource development strategy may lead to efficient total quality management in Groenpunt Management Area. The Department of Correctional Services (DCS) should utilize strategies to provide training and education to further the employees' development and chances of advancement to leadership positions. The DCS must be concerned to implement techniques that could serve to improve productivity and better service delivery. Greater employee involvement and development need to be encouraged. The findings of the study explore that the Human Resource Development Strategy for the DCS must be aimed at addressing the major human resource capacity constraints currently hampering the effective and equitable service delivery. The DCS must become a true learning organization and to ensure this the DCS must ensure that conditions necessary for improving service delivery have been established. The implementation of the HRD Strategy will ensure that the capacity of the staff within the DCS is built up to a level of competence that will ensure access to equal and competent service. The study concludes with the recommendation that appropriate human resources are required to implement strategies. The DCS further needs to have the right kind of people trained in the appropriate manner in order to carry out strategic plans. Where the implementation of strategies requires new knowledge and skills, it must be ensured that the information is built into the existing training courses and that new courses are developed if necessary. / Thesis (M. Development and Management)--North-West University, Vaal Triangle Campus, 2010.