M. Tech. Business Administration / Quality management was initially applied as a management philosophy in the manufacturing sector in the 1920s. Following its success, it is increasingly being applied within the services sector also in the management of public buildings. The purpose of the study was to investigate the factors influencing the quality of building maintenance services within the Department of Cooperative Governance and Traditional Affairs buildings. The study determined the extent of commitment to quality standards by service providers in managing building maintenance services.

M. Tech. Public Administration. / The study investigates the management of quality of service delivery in the City of Tshwane Metropolitan municipality focusing on electricity, water provision and refuse collection. In recent years, South African consumers expressed dissatisfaction with the quality of public service delivery by means of protests. Service delivery protests have, however, not occurred to a significant extent in the City of Tshwane Metropolitan municipality though it is one of the world's largest cities. Such a state of affairs warrants research to establish how the municipality manages the quality of public service delivery.

Not available / text

published_or_final_version / Housing Management / Master / Master of Housing Management

published_or_final_version / Housing Management / Master / Master of Housing Management

published_or_final_version / abstract / toc / Education / Master / Master of Education

Σκοπός της διπλωματικής είναι η ανασκόπηση της βιβλιογραφίας και η ανεύρεση των κυριότερων θεωρητικών – εννοιολογικών μοντέλων σχετικά με τη πολιτική ποιότητας 6σ. Ωστόσο ο σημαντικότερος σκοπός ήταν η κατασκευή ενός πλήρους και τεκμηριωμένου ερωτηματολογίου που να ανταποκρίνεται στο περιβάλλον που λειτουργούν οι ελληνικές επιχειρήσεις. Μεθοδολογία: ανασκόπηση της βιβλιογραφίας και πιο συγκεκριμένα των διεθνών ακαδημαϊκών βιβλιοθηκών (emerald) όπου έγινε αναζήτηση άρθρων χρησιμοποιώντας ως λέξεις κλειδιά: 6 σίγμα, κρίσιμοι παράγοντες 6σ, οφέλη του έξι σίγμα, εμπόδια και δυσκολίες του έξι σίγμα, το έξι σίγμα στη παροχή υπηρεσιών, λόγοι εφαρμογής – λόγοι μη εφαρμογής, η απόδοση του έξι σίγμα, εργαλεία και τεχνικές που χρησιμοποιούνται στη πρωτοβουλία έξι σίγμα, το έξι σίγα και η σύνδεσή του με άλλες προσεγγίσεις ποιότητας (TQM, BE, ISO) και lean έξι σίγμα. Αποτελέσματα: η παρούσα εργασία παρουσιάζει τα κυριότερα εννοιολογικά μοντέλα πάνω στη πολιτική ποιότητας 6σ. Επίσης εξετάζει τα μοντέλα αυτά από την πλευρά των επιχειρήσεων παροχής υπηρεσιών και το πώς αυτά εφαρμόζονται επιτυχώς από αυτές. Το τελικό αποτέλεσμα της εργασίας είναι ένα τεκμηριωμένο ερωτηματολόγιο το οποίο προορίζεται για τις επιχειρήσεις παροχής υπηρεσιών και εξετάζει το κατά πόσο η πρωτοβουλία έξι σίγμα είναι γνωστή στα ελληνικά δεδομένα. Περιορισμοί: η εργασία παρέχει μόνο μία ανασκόπηση της βιβλιογραφίας και όχι ερευνητικά αποτελέσματα. Πρακτικές εφαρμογές: η εργασία παρέχει μία πλήρης εικόνα πάνω στα θεωρητικά - εννοιολογικά μοντέλα για την πολιτική ποιότητας έξι σίγμα στις επιχειρήσεις παροχής υπηρεσιών και μπορεί να χρησιμοποιηθεί ως βάση για μελλοντικές εργασίες. Καλύπτει το κενό που υπάρχει στην κατασκευή ενός πλήρους και καλά τεκμηριωμένου ερωτηματολογίου Πρωτοτυπία – αξία: η εργασία αυτή καλύπτει σημαντικά το κενό που υπάρχει στην ελληνική βιβλιογραφία σχετικά με τη πολιτική ποιότητας έξι σίγμα. Συμβάλλει στη παροχή ενός εννοιολογικού πλαισίου για τη πολιτική ποιότητας έξι σίγμα από την πλευρά των επιχειρήσεων παροχής υπηρεσιών. / The purpose of the current thesis is to review the literature and finding the main theoretical - conceptual models on the quality policy 6s. However the most important goal was to build a complete and documented questionnaire to respond to the environment that Greek companies operate. Methodology : literature review and in particular searching at international academic libraries (emerald) of articles using keywords such as: six sigma critical success factors, six sigma benefits, obstacles and difficulties of six sigma, six sigma in the service sector, implementation reasons – reasons for no implementation, the performance of six sigma, tools and techniques used in the six sigma initiative, the six sigma’s connection with other quality approaches (TQM, BE, ISO) and lean six sigma. Results: This paper presents the main conceptual models on the quality policy 6s. Also considers these models from the perspective of service providers and how they apply them successfully. The final outcome of this study is a well documented questionnaire intended for service firms, which examines whether the six sigma initiative is known in Greek service sector. Limitations: The paper provides only an overview of the literature rather than research results. Practical applications: this study provides a complete overview on the theoretical - conceptual models for the quality system of Six Sigma in the service sector and can be used as a basis for future studies. It covers the gap that exists in providing a complete and well- documented questionnaire. Originality - value: this study covers the major gap in Greek literature on Six Sigma quality policy. It provides a conceptual framework for six sigma quality policy on the part of the service providers.

En rad förändringar i de kommunala verksamheterna kan hänföras till tankarna kring behovet av ett nytt tänkande och åtgärder för modernisering av offentlig verksamhet, en förändringsvåg som ofta beskrivs med samlingsbegreppet New Public Management (NPM). Offentlig styrning har blivit allt mer lik den privata och med NPM har offentliga verksamheter tagit mer sikte på marknadskrafterna. En konsekvens av detta tänkande är att medborgarnas synpunkter på verksamheten tilldelas en allt större vikt. Klagomålshantering har för många privata företag under en längre tid varit ett naturligt sätt att hantera kundernas synpunkter på verksamheten. I företag som är inne i en satsning på total kvalitet (TQM) betraktas klagomålshantering ofta som ett del- eller följdmoment till dessa ansträngningar. TQM, ett koncept med grunderna i den japanska tillverkningsindustrin, har som centrala ledord att kunden ska stå i centrum, arbeta med processer och basera beslut på fakta.Idag används TQM som ett uttryck för organisationens syn på kvalitet även av många offentliga organisationer. Hur klagomålshantering ska betraktas i den kommunala verksamheten är dock inte självklart. Kundbegreppets innebörd i de kommunala verksamheterna, den stora variationen i tjänsteutbudet samt de nationella styrdokumenten, som i hög utsträckning påverkar utformningen påverkar möjligheterna till att utforma verksamheten, gör att både avsikten med att införa klagomålshanteringen och hur den används inte är lika uppenbart i den kommunala verksamheten som i privata företag. I Norrköpings kommun togs i början av 2004 ett beslut att införa klagomålshantering i hela organisationen. Beslutet i kommunfullmäktige var ett led i utvecklingen av det systematiska kvalitetsarbete som har sina tankemässiga grunder i TQM konceptet. Det systematiska kvalitetsarbetet ges, som ett av fyra ledord, en framträdande plats i kommunens nya styrmodell som fastställdes i början av 2003.

Pirmojoje darbo dalyje atlikta Bendrojo vertinimo modelio taikymo viešojo sektoriaus organizacijose analizė teoriniu požiūriu: išnagrinėtas visuotinės vadybos kokybės principų taikymas didinant viešojo sektoriaus efektyvumą, kokybės vadybos metodų taikymas viešajame administravime, Bendrojo vertinimo modelio samprata ir struktūra. Antrojoje darbo dalyje: išnagrinėtas Bendrojo vertinimo modelio taikymo Lietuvos viešojo sektoriaus organizacijose plėtra; išanalizuoti Bendrojo vertinimo modelio diegimo 2011 metais Kauno rajono savivaldybės administracijoje rezultatai; sudaryta Kauno rajono savivaldybės administracijos veiklos vertinimo pagal Bendrojo vertinimo modelio kriterijus metodika; atliktas Kauno rajono savivaldybės administracijos veiklos vertinimas pagal Bendrojo vertinimo modelio kriterijus; palyginti skirtingų metų Kauno rajono savivaldybės administracijos veiklos vertinimų pagal Bendrojo vertinimo modelio kriterijus rezultatai. Trečiojoje darbo dalyje pateiktos silpnosios Kauno rajono savivaldybės administracijos veiklos sritys ir iš jų kylančios veiklos administravimo problemos, identifikuoti Kauno rajono savivaldybės administracijos veiklų valdymo hierarchiniai lygiai, pasiūlytas Kauno rajono savivaldybės administracijos veiklos tobulinimo planas. Praktinė darbo reikšmė: identifikuotos Kauno rajono savivaldybės veiklos problemos. Nustatyta, jog Kauno rajono savivaldybės administracijoje nėra užtikrinta komunikacija tarp politinio – administracinio – vykdančiojo... [toliau žr. visą tekstą] / In the first part of the work of the Common Assessment Framework of public sector organizations in terms of theoretical analysis: examination of general quality management principles to increase public sector efficiency, quality management methods in public administration, the Common Assessment Framework and the concept of structure. In the second part, examined Common Assessment Framework application Lithuanian public sector organizations in the development, to analyze the implementation of the Common Assessment Framework in 2011, Kaunas District Municipality results of up Kaunas District Municipality performance assessment under the Common Assessment Framework criteria methodology performed Kaunas District Municipality performance evaluation by Common Assessment Framework criteria to compare different years Kaunas district Municipality veiklosvertinimų from Common Assessment Framework test results. The third part of the weak Kaunas district municipality administration activities and their resulting performance management problems, identify the Kaunas District Municipality hierarchical management levels, the proposed Kaunas District Municipality performance improvement plan. Practical significance: Kaunas District Municipality identified performance problems. It was found that the Kaunas District Municipality does not guarantee communication between the political - administrative - operational level, it is a lack of administrative cooperation heads of structural divisions of... [to full text]

Ongoing quality concerns in low Income housing have allegedly not been addressed adequately, as has been expressed in numerous speeches and at the Provincial Housing Summit of 2005. This study is an investigation into quality concerns in house construction in governmentsubsidised low-income housing projects in the Pietermaritzburg area. It is informed by total quality management literature. It is motivated by aspects including: (1) government's accountability for public funds; (2) serving as base research for improved resource allocation; (3) and for quality improvement and sustainability strategies; (4) creating an opportunity for introspection by other members in the supply chain; and (5) a responsibility of all stakeholders to realise the ultimate goal of customer satisfaction. Research Design The following research objectives were set: (I) To identify house construction quality concerns in government-subsidised lowincome housing projects in the Pietermaritzburg area. (2) ... To identify the causes of house construction quality problems in the low income housing delivery environment within the Pietermaritzburg area, from the perspective of the developers, municipality and Department of Housing : KwaZulu-Natal. In the context of this research, "developer" is defined as the entity used by the Department or the municipality as an agent for implementing projects. (3) .. To identify how house construction quality issues are currently being addressed. The research was approached in two phases. Phase I was designed to identify whether quality concerns existed in the low income housing projects in the Pietermaritzburg area; and to identify the nature and the extent thereof. Phase 2 was designed to explore the perceived causes of quality concerns, and to identify the systems used by the municipality, its developing agent and the Department of Housing, to ensure sustained quality management. Findings Defects : The findings recorded in Chapter 5 illustrate that there are quality concerns in Pietermaritzburg in relation to government-subsidised low-income housing which were caused mainly by poor workmanship, especially the topping of slabs (i.e., the process in which a final layer of cement is applied to smoothen the floor surface, also refelTed to as "screeding"). The Pareto analysis'indicates that there is a mixture of defect types and causes that need to be addressed, and in order of priority_ These are : (I) screeding; (2) water connection; (3) fitting frames; (4) site clearance; (5) constructions of walls; (6) plumbing, specifically toilet fittings; (7) glazing; (8) corking/filling of gaps; (9) plaster material; (l0) door quality; (11) plaster work; and (12) the quality of frames. Existing systems, norms and standards: Role players are at different stages of advancement with regard to quality and supply chain management. The institutions appear to have an internal focus to quality management that is not customer focussed and lacks information and involvement of all stakeholders. There is no formalised policy on quality management. Such a policy is needed to guide quality improvement and monitoring systems (Gryna, 200 I: 185). The institutions do not appear to have a quality management strategy, or to have a fully integrated quality perspective. Quality assurance and audit process are also lacking. Neither the municipality nor the Department appears to use statistical process control systems to measure and analyse all processes. It appears that the proper infrastructure is not in place to implement a quality management system. Information systems are poor and this is a barrier to effective quality improvement implementation programmes, and to effective project management. There is no common understanding of roles, responsibilities and inspection criteria and processes and internal and external role players are excluded from quality management processes. The management environment and organisational culture within the municipality and the department do not appear to be conducive to encourage a learning organisation approach. Materials quality is not monitored, although it is noted that materials are not perceived to be the cause, and from the sample it is clear that materials have not contributed much to defects. Recommendations: These have been summarised as follows: I. The adoption of a quality management policy that incorporates all stakeholders; 2. The inclusion of quality management in strategic plans with a phased implementation programme; 3. Partnership development and joint planning with all role players; 4. Use of larger contracts, over a longer period of time through a programmatic systems approach; 5. Identification ofbenchmarking partners; 6. The adoption of an audit and assurance mechanism, based on ISO 9000; 7. Development of a learning organisation and change management culture, led from the top; 8. The inclusion of quality performance targets in managers' performance reviews; 9. Clearly defined inspections procedures and documents (including roles and responsibilities), and availability of these on site; 10. Information management systems upgrading; 11. Revision to National Building Regulations in the context of low-income housing; 12. Improved municipal strategies on water connection; 13. On site training regarding topping of slabs, fitting windows and door frames and block work; and 14. Training of all managers and staff on all aspects of quality management theory, tools and techniques, and specifically in relation to low-income housing. / Thesis (MBA)-University of KwaZulu-Natal, Pietermaritzburg, 2006.