Thesis (MTech (Quality)--Cape Peninsula University of Technology, 2009 / Irrespective of the nature of organisations, they all face a certain amount of uncertainty and risk. In order to maintain resilience, competitiveness and performance, organisations must have a system in place to manage the risks associated to their organisations. The challenge is to determine how much risk and uncertainty is acceptable, and how to cost effectively manage the risk and uncertainty while meeting the organisation‟s strategic and operational objectives. For many large organisations, quality or so called „customer perceived quality‟, has become an issue of survival. Furthermore, increased competitiveness is necessary in order to become the obvious choice for the customer. Corporations must have long term goals and Quality Management Systems serve as organised mechanisms to manage quality, effectiveness and competitiveness involving every one at all levels of the organisation. An understanding of culture in organisations can thus offer insight into individual and group behaviour, and leadership. Furthermore, it can help to explain not just „what‟ happens in an organisation, but „why‟ it happens. Companies view culture as something to be influenced to achieve organisational goals of productivity and profitability. Attempts to change the culture of an organization, may meet with varied levels of success. The emphasis on quality building products, have been the focus of the construction industry in South Africa. As a supplier of extruded aluminium profiles to the building industry, Hulamin Extrusions is also faced with typical challenges representative of the industry and as a result, the following aspects would be subjected to research scrutiny: Introduction of a Quality Management System. The challenges of organisational culture. The need for change management. Facilitating the implementation of the system. Continuous Improvement. The researcher anticipates finding ways to improve organisational culture, which in turn would facilitate quality improvement within the organisation.

Thesis (MTech (Engineering))--Cape Peninsula University of Technology, 2008 / While there is a standard for quality and environmental auditors, there is no local or international standard for food safety auditing, which means auditors from different certification bodies can use their own discretion when auditing food establishments. There is a requirement to investigate the quality of work performed by South African food safety auditors. in order to establish whether they do in fact add value when conducting registration and certification audits. This is also an indication of the importance of improving and maintaining a high standard of food safety in the food services industry. The overall concept of food safety in South Africa IS clearly not defined. understood by only a few consumers, and not widely accepted. Research has shown that food retailers in South Africa in general do not believe food safety auditors are competent. In the wake of the Sudan Red scare two years ago. a long awaited food safety initiative was launched in February 2006. The scare pertaining to a carcinogenic food dye. which found its way into spices on local supermarket shelves, mobilized food industry role players to improve food safety standards. Under the auspices of the Consumer Goods Council of South Africa (CGCSA), the body responsible for establishing best practices and implementation standards, Food Safety South Africa (FSSA) will enable an organization to determine the exact nature and extent of possible and actual problems along the food supply chain. The key objectives of this research study are to determine whether one food certification standard is needed in South Africa and to assess the value added by the food auditors to their clients. Social research will be conducted within the ambit of the dissertation, with case study serving as research method. Both quantitative and qualitative research paradigms will be used to gather data for the research survey in support of the research question. forming the crux of the dissertation which reads as follow: "How can food safety auditors increase value added to the audit process in food environments in South Africa?"

A presente pesquisa teve como objetivo propor, implementar e avaliar um Sistema de Gestão da Higiene, Saúde e Segurança no Meio Ambiente do Trabalho (SGHSSMAT), em uma empresa do setor da construção civil com atuação na cidade de Curitiba, estado do Paraná, visando à redução do Fator Acidentário de Prevenção - FAP. Primeiramente, foi realizado um diagnóstico inicial das condições de Higiene, Saúde e Segurança no Meio Ambiente do Trabalho. Logo após, foi formulado e implementado o SG-HSSMAT, fundamentado em três eixos: atendimento à Legislação; Práticas Seguras; e, Inspeções de Segurança. A medição do desempenho do SG-HSSMAT foi efetivada por meio de nove avaliações quadrimestrais, com base no atendimento à Norma Regulamentadora nº 18 (NR-18 - Condições e Meio Ambiente de Trabalho na Indústria da Construção, e também pelas informações disponibilizadas anualmente pela Previdência Social em relação ao FAP. No período da pesquisa, de janeiro de 2009 a setembro de 2011, a empresa pesquisada teve um ganho importante nas avaliações das condições de Higiene, Saúde e Segurança no Meio Ambiente do Trabalho, e a redução em 50% do Fator Acidentário de Prevenção. Além disso, a implementação do SG-HSSMAT tornou a empresa mais justa, e seus trabalhadores conquistaram condições de trabalho digno. Desta forma, o projeto de pesquisa poderá ser utilizado por outras empresas e ser útil para a sociedade contemporânea. / This paper has as its main goal to propose, implement and evaluate a Management System of Hygiene, Health and Security at the Work Environment (SG-HSSMAT), at a civil construction company in Curitiba’s city, state of Parana, in order to reduce the Accident Prevention Factor – FAP. First, we performed an initial diagnosis of Hygiene, Health and Safety at Work Environment’s conditions. Then, it was formulated and implemented the SG-HSSMAT, based on three axes: Compliance with Legislation, Safe Practices and Safety Inspections. The performance measuring of SG-HSSMAT was produced according to the result of nine evaluations made quarterly. Those evaluations were based on the Regulatory Norm No. 18 (NR-18) - Conditions and Work Environment in the Construction Industry- and also on the information provided annually by the Social Security Institute concerning the Accident Prevention Factor (FAP). During the research period from January 2009 to September 2011-, the company where this project was implemented had a significant improvement on its evaluations of Hygiene, Health and Safety at Work Environment, and also a 50% (fifty percent) reduction of the Accident Prevention Factor. Additionally, the implementation of the SG-HSSMAT has provided to this company a more pleasant place to work and has also provided the employees better working conditions. Therefore, the research project may be used by other companies and can be useful for the contemporary society.

A presente pesquisa teve como objetivo propor, implementar e avaliar um Sistema de Gestão da Higiene, Saúde e Segurança no Meio Ambiente do Trabalho (SGHSSMAT), em uma empresa do setor da construção civil com atuação na cidade de Curitiba, estado do Paraná, visando à redução do Fator Acidentário de Prevenção - FAP. Primeiramente, foi realizado um diagnóstico inicial das condições de Higiene, Saúde e Segurança no Meio Ambiente do Trabalho. Logo após, foi formulado e implementado o SG-HSSMAT, fundamentado em três eixos: atendimento à Legislação; Práticas Seguras; e, Inspeções de Segurança. A medição do desempenho do SG-HSSMAT foi efetivada por meio de nove avaliações quadrimestrais, com base no atendimento à Norma Regulamentadora nº 18 (NR-18 - Condições e Meio Ambiente de Trabalho na Indústria da Construção, e também pelas informações disponibilizadas anualmente pela Previdência Social em relação ao FAP. No período da pesquisa, de janeiro de 2009 a setembro de 2011, a empresa pesquisada teve um ganho importante nas avaliações das condições de Higiene, Saúde e Segurança no Meio Ambiente do Trabalho, e a redução em 50% do Fator Acidentário de Prevenção. Além disso, a implementação do SG-HSSMAT tornou a empresa mais justa, e seus trabalhadores conquistaram condições de trabalho digno. Desta forma, o projeto de pesquisa poderá ser utilizado por outras empresas e ser útil para a sociedade contemporânea. / This paper has as its main goal to propose, implement and evaluate a Management System of Hygiene, Health and Security at the Work Environment (SG-HSSMAT), at a civil construction company in Curitiba’s city, state of Parana, in order to reduce the Accident Prevention Factor – FAP. First, we performed an initial diagnosis of Hygiene, Health and Safety at Work Environment’s conditions. Then, it was formulated and implemented the SG-HSSMAT, based on three axes: Compliance with Legislation, Safe Practices and Safety Inspections. The performance measuring of SG-HSSMAT was produced according to the result of nine evaluations made quarterly. Those evaluations were based on the Regulatory Norm No. 18 (NR-18) - Conditions and Work Environment in the Construction Industry- and also on the information provided annually by the Social Security Institute concerning the Accident Prevention Factor (FAP). During the research period from January 2009 to September 2011-, the company where this project was implemented had a significant improvement on its evaluations of Hygiene, Health and Safety at Work Environment, and also a 50% (fifty percent) reduction of the Accident Prevention Factor. Additionally, the implementation of the SG-HSSMAT has provided to this company a more pleasant place to work and has also provided the employees better working conditions. Therefore, the research project may be used by other companies and can be useful for the contemporary society.

As expectativas e percepções dos compradores de imóveis habitacionais de alto padrão na cidade de Caxias do Sul-RS frente aos serviços recebidos é o tema pesquisado neste trabalho, que objetiva desenvolver uma compreensão teórica e prática de como os clientes percebem a qualidade do serviço na construção habitacional. Utilizando como referência a escala SERVQUAL (PARASURAMAN; ZEITHAML; BERRY, 1988), foi implementada uma pesquisa de caráter quantitativo e descritivo. Inicialmente foi realizada a sua adequação e a validação do instrumento de coleta de dados, um questionário estruturado, ao contexto proposto para estudo. A pesquisa foi operacionalizada em 9 empresas da região, onde 33 empreendimentos forma avaliados, resultando em 130 casos válidos, 20,70% do total da amostra. Tendo como base a SERVQUAL, por meio de análise fatorial se buscou avaliar os atributos e dimensões que compõe a qualidade do serviço neste setor. Como resultado, verificou-se que 22 atributos agrupados em 3 dimensões (Competência, Confiabilidade e Responsividade) resultam em 71,68% da variância explicada da amostra, configurando estas dimensões como uma escala SERVQUAL modificada. A partir desta escala, pôde-se identificar e avaliar as discrepâncias existentes na qualidade dos serviços no sentido de direcionar as empresas a maximizar a qualidade nos serviços e a satisfação dos seus clientes. Os resultados dos Gaps apontaram para valores negativos em todos os atributos e dimensões da qualidade dos serviços. Por fim, foram propostos direcionamentos para possibilitar a melhoria da qualidade percebida pelos clientes deste mercado. De forma prática, o objetivo é orientar e formar uma base de dados para o processo de tomada de decisão no processo de melhoria dos serviços prestados no setor da construção civil, contribuindo com diretrizes que possibilitem o incremento na qualidade dos serviços prestados no setor em análise. / The expectations and perceptions of high standard residential buyers in the city of Caxias do Sul-RS front of the services received is this research work subject, which aims to develop a theoretical and practical understanding of how customers perceive service quality in construction housing. Using as reference the SERVQUAL (PARASURAMAN; ZEITHAML; BERRY, 1988), it has been implemented as a quantitative and descriptive research. First, it reported the suitability and validation of the data collection, a structured questionnaire, the proposed study framework. The survey was implemented in 33 projects of nine companies, resulting in 130 valid cases, 20,70% of the sample. Based on the SERVQUAL, the factor analysis has been used to evaluate the attributes and dimensions that comprise service quality in this sector. As a result, it was found that 22 attributes grouped into three dimensions (competence, reliability and responsiveness) result in 71.68% of the explained variance of the sample, setting these dimensions as a modified SERVQUAL. From this scale, we could identify and evaluate the existing discrepancies in the quality of service in directing businesses to maximize service quality and customer satisfaction. The results of the Gaps pointed to negative values in all attributes and dimensions of service quality. Finally, we proposed possible directions for improving the perceived quality of this market. Practically, the goal is to guide and form a database for the decision making process in order to improve service in the construction industry, contributing to guidelines that allow for the increase in quality of service in the industry under review.

Orientador: Antonio Batocchio / Dissertação (mestrado profissional) - Universidade Estadual de Campinas, Faculdade de Engenharia Mecanica / Made available in DSpace on 2018-08-05T20:01:02Z (GMT). No. of bitstreams: 1 Scatolin_AndreCelso_M.pdf: 1108284 bytes, checksum: 1834481388729e17c9e3a8744641a821 (MD5) Previous issue date: 2005 / Resumo: Este trabalho tem o objetivo de mostrar a eficiência da aplicação da metodologia Seis Sigma para a redução das perdas num processo de manufatura. O processo de fabricação de respiradores descartáveis foi escolhido para o estudo de caso porque gerava uma enorme quantidade de perda das fibras utilizadas como matéria-prima. As metodologias de melhorias até então aplicadas tinham reduzido significativamente o nível das perdas, porém se fazia necessária uma abordagem diferente para se reduzir ainda mais. Seguindo a metodologia Seis Sigma, uma equipe foi formada para focar a atenção na redução destas perdas e quebrar o paradigma que não se pode eliminar as perdas inerentes de um processo. Através da adição de uma fase de desfibramento da perda ¿ fibra prensada que era descartada ao final do processo ¿ recuperou-se toda esta fibra, deixando-a com características semelhantes à fibra virgem. Portanto, as perdas foram 100% eliminadas. O nível sigma, que era historicamente menor que 3, passou para maior que 6 ao final do trabalho. A aplicação de ferramentas estatísticas demonstrou qual o ponto otimizado da mistura de fibras virgens e fibras recuperadas, para que as propriedades finais do produto não sofressem alterações significativas sob o ponto de vista do usuário final. Este trabalho gerou um desenvolvimento técnico da equipe envolvida e preciosa economia de recurso não renovável / Abstract: This work aims to show the efficiency of Six Sigma Methodology application in reducing waste of a manufacturing process. The making process of disposable respirator was chosen to this case study because it generated an enormous amount of fiber scrap used as raw material. Improving methodologies applied every since had reduced significantly the waste level but a different approach was needed to reduce it even more. Following the Six Sigma Methodology, a team was formed to focus the whole attention on reducing this waste and breaking the paradigm which inherent waste of a process cannot be eliminated. Through an addition of a new process step in order to reprocess the waste ¿ pressed fiber discharged by the end of this process - all of it was recovered, keeping the same characteristics of raw fiber. Therefore, the waste was 100% eliminated. Sigma level, which was historically lower than 3, became higher than 6 by the end of the work. The statistics tools applied demonstrated the optimized set point of the raw and recovered fiber mixture in order to maintain the final product properties under the point of view of end-users. This work resulted in team technical development and precious non-renewed raw material savings / Mestrado / Planejamento e Gestão Estrategica da Manufatura / Mestre em Engenharia Mecânica

Orientador: Waldir Antonio Bizzo / Dissertação (mestrado) - Universidade Estadual de Campinas, Faculdade de Engenharia Mecanica / Made available in DSpace on 2018-08-09T12:39:32Z (GMT). No. of bitstreams: 1 Teixeira_JoseJeronimo_M.pdf: 3154194 bytes, checksum: 13a52d93232407233021e17738343814 (MD5) Previous issue date: 2006 / Resumo: O desempenho ambiental de uma organização vem tendo importância cada vez maior para as partes interessadas (consumidor, acionista, colaboradores e sociedade). Atingir um desempenho ambiental adequado requer o comprometimento da organização, uma abordagem sistemática e uma busca contínua da melhoria da qualidade do meio ambiente. O propósito desta dissertação é demonstrar como os conceitos de prevenção da poluição, podem ser implementados em uma organização utilizando-se um ou todos os conceitos de gestão da qualidade total, baseado nos quatorze (14) princípios de Deming. A partir deste ponto foi realizada uma reformulação dos quatorze (14) princípios de Deming com foco na prevenção da poluição e aplicados a duas organizações da área química. Os resultados obtidos são apresentados, ao final, demonstrando que o uso de uma visão sistêmica na prevenção da poluição, com base nos conceitos da qualidade total, é possível atingir resultados significativos na melhoria da qualidade do meio ambiente / Abstract: The environmental performance of an organization comes tends an importance every time larger for the interested parts (customer, stakeholder, employees and society). An appropriate environmental performance requests the compromise of the organization, a systematic approach and a continuous improvement of the quality of the environment. The purpose of this dissertation is to demonstrate how concepts of pollution prevention can be implemented in an organization being used one or all of the concepts of the total quality management, based on the fourteen (14) points of Deming. In this dissertation, the concepts of the total quality management and pollution prevention are presented and discussed. Next step, the fourteen (14) points of Deming have been reworded with focus in the pollution prevention and applied to two organizations of the chemical area. The obtained results are presented, at the end this dissertation, demonstrating that the use of a systemic approach in the pollution prevention, with base in the concepts of the total quality, is possible to reach significant results in the improvement of the quality of the environment / Mestrado / Termica e Fluidos / Mestre em Engenharia Mecânica

Submitted by Marcia Bacha (marcia.bacha@fgv.br) on 2012-05-23T17:09:54Z No. of bitstreams: 1 Dissertação de Luiz Otavio - FGV Professor Luiz Cesar.pdf: 4539286 bytes, checksum: daa86fad61b61e4eac9537f8b588d364 (MD5) / Approved for entry into archive by Marcia Bacha (marcia.bacha@fgv.br) on 2012-05-23T17:10:56Z (GMT) No. of bitstreams: 1 Dissertação de Luiz Otavio - FGV Professor Luiz Cesar.pdf: 4539286 bytes, checksum: daa86fad61b61e4eac9537f8b588d364 (MD5) / Approved for entry into archive by Marcia Bacha (marcia.bacha@fgv.br) on 2012-05-23T17:11:31Z (GMT) No. of bitstreams: 1 Dissertação de Luiz Otavio - FGV Professor Luiz Cesar.pdf: 4539286 bytes, checksum: daa86fad61b61e4eac9537f8b588d364 (MD5) / Made available in DSpace on 2012-05-23T17:11:41Z (GMT). No. of bitstreams: 1 Dissertação de Luiz Otavio - FGV Professor Luiz Cesar.pdf: 4539286 bytes, checksum: daa86fad61b61e4eac9537f8b588d364 (MD5) Previous issue date: 2010 / O objetivo deste trabalho é analisar a contribuição dos conteúdos programáticos dos cursos de Administração para a implementação da cultura da excelência em empresas vencedoras do prêmio Qualidade RS. Este prêmio reconhece as organizações que mais se destacam na busca pela melhoria contínua do seu sistema de gestão, com base no Modelo de Excelência da Gestão (MEG). O que se propõe é a construção de um projeto político-pedagógico que esteja baseado no MEG, visando à formação de um profissional qualificado para empresas 'classe mundial'. Para tanto, foram elaborados questionários, com base nos critérios e itens do MEG, para empresários e coordenadores de cursos. Foram obtidos resultados que levaram a uma nova proposta de pontuação para o método de avaliação do modelo, alterando-se os pesos relativos dos critérios. Por fim, foi proposto um novo modelo de currículo para os cursos de graduação em Administração, que permita que o aluno desenvolva a capacidade de compreensão da cultura da excelência, fundamental para o alcance da Classe Mundial nas organizações. / This paper aims at analyzing the contribution of the syllabus of undergraduate courses in Business Administration to implement a culture of excellence in Quality Award winning companies of the RS. This award is given to organizations that stand out in the quest for continual improvement of its management system, according to criteria established by the Management Excellence Model (MEM). The present study proposes the building of a political-pedagogical project that is based on the MEM, aiming at forming professionals qualified to work in 'world class' companies. To this end, questionnaires based on the criteria and items of the MEM were developed and applied to businessmen and course coordinators. Results were obtained that allowed the proposition of a new scoring for the model’s evaluation method by altering the relative weights of the criterion. Finally, a new curriculum model to undergraduate programs in Business Administration was proposed which permits the students to develop the ability to understand the culture of excellence, key to the achievement of World Class in organizations. Key

Submitted by Fabiana Gonçalves Pinto (benf@ndc.uff.br) on 2016-10-19T14:51:28Z No. of bitstreams: 1 Vitoria Regina Souza Pinto.pdf: 2548265 bytes, checksum: 0eebd8f8ef559d5346dc26dcdebc72fb (MD5) / Made available in DSpace on 2016-10-19T14:51:28Z (GMT). No. of bitstreams: 1 Vitoria Regina Souza Pinto.pdf: 2548265 bytes, checksum: 0eebd8f8ef559d5346dc26dcdebc72fb (MD5) Previous issue date: 2014 / Mestrado Profissional em Enfermagem Assistencial / Trata-se de um estudo que tem como objeto a elaboração de uma ferramenta computacional para coleta de dados e cálculo de indicadores, para avaliação da qualidade da assistência de enfermagem, que permitirá fazer análise de causa e consequência, e caracterizar o nível de atuação da enfermagem, identificando aspectos positivos ou negativos da assistência que vem sendo prestada ao paciente, com o objetivo de melhorá-la. Objetivos: Desenvolver uma ferramenta computacional para mensuração de indicadores de qualidade da assistência de enfermagem; identificar os indicadores de qualidade da assistência de enfermagem na ótica dos enfermeiros das clínicas médica feminina e masculina, estabelecendo articulação com os indicadores do manual de indicadores de enfermagem do Núcleo de Apoio à Gestão Hospitalar (NAGEH); construir uma ferramenta computacional para o registro das ocorrências relacionadas à assistência de enfermagem e cálculo dos indicadores de qualidade de enfermagem; analisar os resultados dos testes com a ferramenta, a partir dos dados coletados nas clínicas médicas. Método: Trata-se de uma pesquisa metodológica, que se refere às investigações dos métodos de obtenção, organização e análise de dados, para a elaboração, avaliação dos instrumentos e técnicas. Após aprovação no Comitê de Ética em Pesquisa com o CAAE nº 21758113.9.0000.5243, se deu a coleta de dados com a técnica de entrevista semiestruturada, realizada no período de fevereiro a maio de 2014, com os enfermeiros das clínicas médicas de um hospital universitário. Para este estudo o caminho metodológico foi constituído de cinco fases: revisão bibliográfica, entrevista com os participantes da pesquisa, organização dos dados, análise dos dados, estruturação da planilha e teste do protótipo impresso e eletrônico nas clínicas médicas. Resultados: Os dados obtidos com a entrevista evidenciaram os indicadores que poderiam ser elaborados, medidos e controlados nas clínicas médicas de acordo com a visão dos enfermeiros. Também possibilitou o registro de outras informações e impressões acerca do trabalho e da gestão do cuidado desenvolvida nas clínicas, com a evidência de que a qualidade do cuidado decorre da avaliação das três dimensões: estrutura, processo e resultado. Na ótica dos enfermeiros, os três indicadores de qualidade da assistência de enfermagem, prioritários para serem medidos e monitorados, compondo a ferramenta computacional proposta neste estudo foram: incidência de úlcera de pressão, incidência de queda e incidência de flebite. Conclusão: O uso de uma ferramenta computacional de indicadores possibilitará, através da construção de um aplicativo WEB, pelo setor de Gerência e Tecnologia e Informação do Hospital, o armazenamento dos dados referentes aos processos de assistência de enfermagem, e o mesmo ficará disponível para que a avaliação dos resultados dessa assistência seja realizada em tempo real, e o gerenciamento das informações possa ser compartilhado entre diretor de enfermagem, gerentes e coordenadores da assistência, educação permanente e núcleo da segurança do paciente. / This is a study that has as its object the development of a computational tool for data collection and calculation of indicators, to assess the quality of nursing care, that will allow the analysis of cause and consequence, and to characterize the level of performance of nursing, identifying positive or negative aspects of care that is being provided to patients in order to improve it. Objectives: Develop a computational tool to measure quality of nursing care indicators; identify indicators of quality of nursing care in the perspective of nurses in female and male medical clinics, establishing liaison with indicators of the manual of indicators nursing of the Support Center for Hospital Management (NAGEH, in Portuguese); build a computational tool for documenting events related to nursing care and calculation of nursing quality indicators; analyze test results with the tool, from the data collected in medical clinics. Method: It is a methodological research, which refers to investigations of obtaining methods, organization and analysis of data for the preparation, evaluation of tools and techniques. After approval by the Ethics Committee on Research with CAAE No 21758113.9.0000.5243, the data was collected by semi-structured interview technique, performed in the period from February to May 2014, with the nurses of medical clinics of a university hospital. For this, the methodological study consisted of five phases: literature review, interviews with participants, data organization, data analysis, spreadsheet structuring, test of the printed and electronic prototype in medical clinics. Results: The data obtained from the interview shows the indicators that could be developed, measured and controlled in medical clinics according to the view of nurses. Also enabled the recording of other information and impressions about the work and care management developed in clinics, with evidence that the quality of care results from the evaluation of three dimensions: structure, process and outcome. In the view of nurses, the three priority indicators of quality of nursing care to be measured and monitored, making the computational tool proposed in this study were: pressure ulcer incidence, incidence of falls and incidence of phlebitis. Conclusions: The use of a computational tool of indicators by building a web application will allow the storage of data on nursing care processes, by the management, Technology and Information sector of the Hospital, which will be available for the evaluation the results of this assistance performed in real time, and will allow the management of information can be shared between the director of nursing, managers and coordinators of care, continuing education and patient safety center.

Within the new constitutional order, South African local government has been afforded specific status and is protected as a distinctive sphere of government in terms of the Constitution Act 108 of 1996. Municipalities are no longer a mere function of national or provincial governments. In addition to this entrenched status, the Constitution and other developmental local government legislation vests local government with specific functions and responsibilities as part of the process of building a new democracy and promoting socio-economic development and upliftment. Consequently, local government managers are under constant pressure to improve the performance and quality of service delivery. They are expected to satisfy a number of stakeholders, achieve increases in efficiency, as well as attain developmental service delivery goals as contained in their Integrated Development Plan (IDP). Quality management standards and excellence models in support of the total quality management (TQM) philosophy are relatively new public management approaches that changes traditional organisational decision-making practices to deliver services to its customers in more effective and efficient ways. In essence, quality management standards and excellence models are performance management methodological practices, techniques and tools designed to meet and exceed public requirements. It accomplishes this through determining what constitutes excellence in customer service, and then empowering employees to a never-ending search for quality improvement in the delivery of services, in terms of the continuous improvement and continuous process improvement philosophies, of which total quality management (TQM) is premised on. Consequently, quality management standards and excellence models (such as the ISO 9001: 2008 QMS, ISO 14001: 2004 EMS, EFQM and SAEF Excellence Models) as methodological practices, techniques or tools in support of the critical factors (CFs) of the total quality management (TQM) philosophy, namely: (1) customer-based approach, (2) senior management commitment and leadership, (3) quality planning, (4) management based on facts, (5) continuous improvement, (6) involvement of all members of the organisation, (7) education and training, (8) teamwork, (9) communication systems, (10) learning, (11) process management, (12) co-operation with suppliers, and (13) organisational awareness and concern for the social and environmental context, can provide a framework by which to achieve the goals of effective and efficient service delivery in developmental local government, as they foster a culture of performance and accountability. Local government managers could use these quality and excellence methodological practices, techniques and tools, as a starting point to improve efficiencies in their municipalities, as the programmes afford them an opportunity to systematically evaluate the municipality and determine what leads to organisational success and deliverables. Institutional theory suggests that organisations are both influenced by and can influence the society in which they operate. Institutional theorists believe that the motivation for a change in internal practices might not only be performance related, but may primarily be to enhance or maintain the legitimacy of the respective institution. Institutional theory also focuses on the social contract that exists between the institution and society. This social contract is believed to represent the expectations of society. From an institutional point of view, it has been suggested that institutions may change and adopt the norms of society to appear legitimate to that society. This infers that when societal norms and values change, institutions will be expected to change. These societal pressures combined with legislative changes, require institutional entrepreneurs to respond to these isomorphic pressures, and will work to preserve the institution's legitimacy by incorporating, or at least appearing to incorporate, new practices, norms and values. The aim of this research study was to analyse within an institutional theory framework, the implementation of quality management standards and excellence models in support of the total quality management (TQM) philosophy and developmental local government within two South African municipalities. The research investigation has been undertaken within the social constructionist paradigm and using the case study method. Interviews and documents were the data sources and thematic analysis was used as a tool to analyse the data by applying a theory-driven coding procedure. The findings from the two research sites, namely Makana Municipality in Grahamstown and Drakenstein Municipality in Paarl reveal that the implementation of quality management standards and excellence models in support of the total quality management (TQM) philosophy in both municipalities was not a smooth process and there were many challenges such as political instability, lack of commitment on the part of the senior leadership and management, staff and skills shortages, resistance by staff to implementation and resource constraints. Institutional theory has proved to be useful in understanding why the Makana and Drakenstein Municipalities implemented quality management standards and excellence models. Because of coercive, mimetic and normative isomorphic pressures affecting the Makana and Drakenstein municipalities, change was imperative if these institutions were to remain relevant and legitimate in order to address its service delivery mandate of effectiveness and efficiency. Institutional theory provided a theoretical lens to understand and appreciate the pressures that affected the municipalities because of its new developmental mandate as encapsulated in new municipal legislation. It also assisted in understanding how institutional entrepreneurs responded to these pressures to conform. The implementation of quality management standards and excellence models in the Makana and Drakenstein municipalities was adversely affected by volatility amongst the political leadership of both municipalities. The successful implementation of these standards and models would require collective action from the political, bureaucratic and procedural entrepreneurs in order to enhance effective, efficient and accountable service delivery. However, in both the Makana and Drakenstein municipalities, institutional entrepreneurs, namely councillors and officials were not working together as a collective to implement quality management standards and excellence models. Evidence has shown that the absence of stable political leadership and noncooperation and collaboration amongst institutional entrepreneurs contributed significantly to the non-institutionalisation of quality management standards and excellence models in these Municipalities. This implies that legitimacy has not been achieved, due to institutional entrepreneurs not collaborating and collectively working with each other to implement the quality management standards and excellence models. Thus, this research study suggests that the strategic and collective role of the political and administrative leadership as institutional entrepreneurs is critical if the municipality is to achieve its aims and objectives, namely effective, efficient, and accountable service delivery in developmental local government. Recommendations in respect of future research and to practitioners have also been offered.