This sequential explorative mixed methods study aims to explore how selfassessment strategies can be used to enhance quality education in schools in the Zambezi region of Namibia. The researcher posits that teachers are key in enhancing quality education if accorded appropriate recourses to innovate and explore the use of self-assessment strategies in schools. A pragmatic research approach was used to guide this sequential explorative mixed methods study. The study sought participants’ perceptions on four sub-problems of the study: What entails quality and quality education? How can self-assessment strategies be linked to quality and quality education in general terms? What recourses are available to ensure that quality education is realised by the use of self-assessment strategies in the Zambezi region? How can self-assessment strategy models be developed to enhance the quality of education in the Zambezi region? Purposefully sampled school principals and heads of departments of five combined schools participated in the study. During the first phase, face-to-face interviews were conducted with the five participating school principals while the HoDs were engaged in a focus group interview. The qualitative data was later used to inform the design of the second phase of the study (quantitative). In the second phase, fifty-four teachers completed Likert-scale questionnaires which were analysed using IBM SPSS.19 and Microsoft Excel to compare with the qualitative data. This study revealed that schools have common understandings of quality and quality education albeit defined differently. The study also revealed that external professional support is inadequate to support teachers in continuous professional development activities. Furthermore, the study showed that the available recourses are seldom utilised to enhance quality education in schools. Finally, the study revealed that the use of one type of teacher self-evaluation (TSE) deprives innovative teachers from initiating and exploring other viable self-assessment strategies. Therefore, this study propagates the use of alternative self-assessment strategies that can contribute towards the enhancement of quality education in schools in the Zambezi region of Namibia. / Educational Leadership and Management / D. Ed.

In recent years, the South African education system has experimented with different appraisal systems in an attempt to evaluate the performance of educators in public schools. Educator appraisal is receiving attention throughout the world as governments become aware of the need to examine educational provision critically to ensure that it is both relevant for and appropriate to, the needs of the youth. Before 1994, the appraisal of educators was mainly based on traditional approaches to evaluate their performance. For instance, it was the responsibility of the inspectors from the Department of Education (DoE) to evaluate the performance of educators in schools. Consequently, a great deal of criticism was levelled at this appraisal system such as the prevalence of political bias in the system, the unchecked power that the inspectors wielded, the incompetence of inspectors and irrelevance of some evaluation criteria and absence of contextual factors. After 1994, there was a paradigm shift from the traditional to the developmental approach to evaluate the performance of educators in public schools. That is, there was a need to develop educators through appropriate appraisal schemes with a view to enhancing their continued professional growth. Therefore, the present education system calls for a decentralised appraisal system, which places greater emphasis on the professional development of educators. Stakeholders such as educators and teacher unions have also made higher demands for improved educator evaluation and professional growth. In 1998, at the Education Labour Relations Council (ELRC), the Department of Education (DoE) agreed to introduce the Developmental Appraisal System (DAS) followed by the Whole-School Evaluation (WSE) in 2001. Both these policies were rejected by educators and their teacher unions since they regarded these appraisal systems as summative, judgmental and that failed to offer opportunities for further development. In August 2003, the DoE and the unions signed two collective agreements, which led to the Integrated Quality Management System (IQMS) and it was intended to integrate and strengthen various components of DAS, WSE and performance measurement (PM). The IQMS was first implemented in South African schools in 2005 with the aim of enhancing the continuing professional growth of educators. Furthermore, the National Department of Education (NDoE) introduced the National Policy Framework on Teacher Education and Development (NPFTED) in 2006. This policy aimed to equip educators to undertake their essential and demanding tasks and to enable them to enhance their professional competence and performance on a continuing basis. Even though the IQMS was introduced as a new system to evaluate the performance of educators and to enhance their professional growth, it does not actually serve its purpose since it is not properly implemented and monitored in schools. Instead of using it as a tool to enhance the professional growth of educators, its emphasis is on getting assessment scores, which are directly related to remuneration. As a result, the ultimate aim of professional development for educators is neglected. This means that the IQMS is regarded as a separate entity that is not linked to the continuing professional growth of educators and its developmental programmes are criticised for being traditional since they are only confined to class visits, which are conducted once or twice a year for PM purposes. Therefore, since the introduction of the IQMS in 2003 and its implementation in 2005 in South African schools, no empirical research has been conducted on the need to link appraisal to professional development in the IQMS in South African schools. The study conducted by Bisschoff and Mathye (2009) focusses on the advocacy of an appraisal system for teachers. Another study conducted by Dhlamini (2009) concentrates on the role of the IQMS to measure and improve teaching and learning in the South African further education and training (FET) sector. Furthermore, the study by Rabichund (2011) focusses on the assessment of the IQMS and its implications for whole school development. Furthermore, the study by Mahlaela (2011) investigates the IQMS as a transformational strategy for teacher development in South Africa. Accordingly, this study builds on these studies and it seeks to investigate how appraisal and professional development can be linked in the IQMS in South African schools. / Educational Leadership and Management / D. Ed. (Education Management)

This study was conducted to generate an in-depth understanding of key internal audit function (IAF) customers’ perceptions of the work performed by the Department of National Treasury’s IAF. This study was further intended to address the absence of any qualitative study of IAF customers’ experiences and expectations, and their perceptions of the challenges the IAF faces. The study had five research objectives, namely: to identify the role of the IAF in the public sector in relation to its customers; to discuss strategies to meet the expectations of IAF customers; to determine the experiences of the identified key IAF customers of the work performed by the IAF in the National Treasury; to determine the expectations of the identified key IAF customers of the IAF in the National Treasury, and to ascertain what the identified key IAF customers perceive to be challenges facing the IAF in the National Treasury. In order to achieve the research objectives, the study implemented a qualitative research design using the National Treasury as a case study. Data were collected through semi-structured interviews with participants selected from the key IAF customers’ categories (comprising the audit committee (AC), executive and senior managers, programme and operating managers, and external auditors). Three main themes emerged from the identified key customers’ views. These were (1) Experiences, which revealed that the participants were reasonably satisfied with the work of the IAF in the National Treasury. Participants from the AC, the executive and senior managers, and the Auditor General of South Africa (AGSA) felt that the IAF does add value, while the programme and operating managers participants indicated that the IAF does not demonstrate a holistic view when it conducts evaluations. (2) Expectations, the AC participants expected the AGSA to be able to rely on the work of the IAF, that the IAF should maintain a findings register, and that it should demonstrate IT skills. Executive and senior managers participants expected the IAF to add value to the strategic direction of the National Treasury. Programme and operating managers participants expected the IAF to be open and consultative, to set realistic audit plans, to provide regular feedback, and to demonstrate knowledge of the business. The AGSA participants called for the IAF to demonstrate technical competencies as well as independence and objectivity. (3) Challenges, participants perceived the IAF’s lack of knowledge of the business, the limited reliance placed on its work by the AGSA, the lack of audit action monitoring processes and the lack of management support for the IAF as its biggest challenges. This study could benefit the National Treasury’s IAF by helping it to understand the changing needs and expectations of its customers, and to identify areas for improvement. It may also benefit professional audit bodies and the newly-established National School of Government by providing them with insights into the training needs of internal auditors, and the necessity of providing continuing professional educational programmes. / Auditing / MCom (Auditing)

The purpose of this study was to examine the role played by Development Support Groups (DSGs) in implementing the Integrated Quality Management System (IQMS) in the secondary schools of Circuit 03 of Libode district of Eastern Cape Province. The scope of research was restricted to three secondary schools in circuit 03. The research methodology was qualitative in which multiple case study strategy was employed. The sampling strategy was purposive sampling and it included principals, educators serving in DSG and educators who have been evaluated in the previous years. Data were collected through semi-structured interviews to get information from principals. Questionnaires with open ended questions were used to obtain information from educators serving in DSGs and educators who have been evaluated in the previous years. The findings of this study were that; the DSGs did not receive training that specifically explained their role. Timing is a problem in evaluation of educators as it is performed in the fourth term when educators are busy preparing for final examinations and planning for the next coming year. The infrastructure condition cripples the performance of DSGs. The interpretation of evaluation instruments for educators poses a challenge to DSGs. The awarding of scores by DSGs tends to be more subjective. DSGs mainly have to use their discretion in awarding scores. Analysis of information received from participants indicated that the role of DSGs in implementing IQMS could be improved with intensive training of DSGs on IQMS. Summative evaluation of educators has to be conducted in the third term as many activities take place in the fourth term. Learner performance has also to be a deciding factor in awarding educator scores. Subject advisors should form part of DSGs. This research is likely to benefit school principals, policy makers, educators and IQMS coordinators as it provides clarity on the role of DSGs in implementing IQMS. / Educational Leadership and Management / M. Ed. (Educational Leadership and Management)

The aim of this study was to find ways of improving the quality of teaching and learning in the Erongo primary schools in Namibia. The study focussed on the numerous education reforms that Namibia underwent since independence in 1990 and how these have assisted in providing quality education to all its inhabitants. The quality of the education has been a topic widely debated and the Government of Namibia’s records of attempts to create a change within the education system can be found in published documents such as: Records of attempts by the Namibian Government to improve the quality of education in the country are found in published documents such as; Ministry of Basic Education and Culture (1992a); Ministry of Education and Culture, (1992b); Ministry of Education and Culture (1993); Ministry of Basic Education and Culture (1999); Ministry of Education and Culture (2003); Government of the Republic of Namibia (1999); Government of the Republic of Namibia (2004); Government of the Republic of Namibia (2007a) and Government of the Republic of Namibia, (2007b). In this study, the researcher looked at the inputs, processes, outputs and outcomes of education in schools, tried to define the term quality in education, and also focussed on both the human and material resources that influence education. Through this, focus was placed on the school as a unit that could provide change. The investigation was conducted in 18 schools, randomly selected, in the Erongo region in the western part of Namibia. Initially, the researcher intended to administer two questionnaires at the 25 schools selected, but during data collections, principals at some schools indicated that their teachers were unwilling and reasons were given, as mentioned in Chapter 5 of 5.1. Therefore, the initial total of schools selected could not be met. In the 18 schools, more participants completed questionnaires than others. However, the total of 50 questionnaires was completed as envisaged. For the interviews, the researcher randomly selected twenty percent (20%) from the teachers who completed the questionnaires thus a total number of 10 teachers were selected. The need for quality in schools is seen as a major challenge and places huge demands on educational institutions. The frameworks selected in this study are relevant because they can be applied to the understanding of the concept of quality in the education context and direct the improvement of the whole school towards educational change and assist in addressing the factors that could hamper the quality of education provided. The study also focused on the education systems in four Sub-Saharan countries: Tanzania, Zimbabwe, Kenya and Malawi and three European countries: Germany, Belgium and Finland. These countries were selected to find ways that could assist its quest to provide quality teaching and learning in schools. The Sub-Saharan countries have shown that change has an impact on the outcomes of education, yet to reach these outcomes, many reforms and transformations need to take place. This has important implications for the education system in Namibia where various reforms and transformations are currently taking place to address the quality of education in schools. The European countries have been found to have good quality schools and their policies in education are aimed at achieving quality education. The strengths and weaknesses of the countries selected for this study could serve as essentially vital lessons to the challenges the Namibian government is still faced with in respect of the teaching and learning process. This study used the mixed method for data collection. Both questionnaires and interviews were used and the study was conducted in the Erongo education region of Namibia. The findings of this study indicated that schools are still faced with many challenges in realising the ultimate goal of Vision 2030, whereby all citizens would receive quality education and meet the challenges of an industrialised country. The results of the study suggested that quality human and material resources were still lacking which resulted in schools not being able to provide the quality of education envisaged by the Ministry of Education. The immense administrative work given to teachers has surfaced as one of the areas that need improvement and that could result in teachers being able to utilize sufficient time in the classrooms during teaching. As far as the material resources were concerned, it was discovered that learners, at some schools, shared desks and chairs as well as textbooks. There appears to be a slow pace with which Information, Communication and Technology is introduced and used in schools. The need for computers in schools; the need for learners to become familiar with technology; and the need for teacher training in the use of computers appeared to be a dire need. Although the clustering system of schools has being regarded as very valuable in the improvement of quality teaching and learning in classrooms, there was however a need expressed for funds to assist in transport costs to attend the meetings as schools were situated at vast distances from each other. The study has thus arrived at the conclusion that stakeholders, namely teachers, principals and heads of departments are attempting to improve the quality of teaching and learning at their schools but are however hampered by the factors mentioned. The need for improved quality teaching and learning is a challenge at schools and support is needed from the Ministry of Education to reach the ultimate goal of the Government of the Republic of Namibia in providing quality teaching and learning to all its learners. / Educational Leadership and Management / D. Ed. (Education Management)

In the quest for education transformation, the South African government employed Integrated Quality Management System (IQMS) in the belief that if teachers were appraised and developed, their performances would be enhanced and the quality of education would be improved. However, teachers had different views and experiences of the effectiveness of IQMS in their work stations. Consequently, the author was interested in “Investigating teachers’ perceptions of Integrated Quality Management System (IQMS) effectiveness on teaching and learning in a rural secondary school”. The investigation was conducted using face to face interviews and document analysis. This study’s findings indicated that IQMS was introduced as a matter of policy compliance, as shown by many teachers’ misunderstandings of its concept. The findings of this study will help to improve IQMS effectiveness or to undertake further research on the feasibility, viability and practicability of IQMS and/or alternatively, the development of a new appraisal system. / Educational Leadership and Management / M. Ed. (Educational Leadership and Management)

The Common Assessment Framework (CAF or Commom Assessment Framework), used in the education sector in European countries and the assessment tool of the National Quality Foundation (FNQ) named Model Management Excellence (MEG) used in public and private organizations in Brazil are assessment models of organizational performance, specially developed to help organizations apply the techniques of Total Quality Management (TQM) in order to better their performance levels and their management. However, the study lies in the general assessment of the quality management of Higher Education Institutions (HEIs) in Brazil based on the external evaluation component of the National Higher Education Evaluation (SINAES). Had the motivation to empirical perception about the difficulties that, in general, undergraduate courses face in adopting a system of quality management and implementation of a system with features evaluative management and continuous improvement. This thesis aims to propose the integration of Model Management Excellence Foundation National Quality - FNQ with the Common Assessment Framework - CAF, making a conversãoBrasil / Europe. Using the method of action research as directed qualitative research strategy, the study sought to reconcile the two models and processes your criteria with indicators of the National Assessment of Higher Education SINAES, generating a guidance booklet called SIMECA. This work will serve as support to managers of undergraduate seeking quality assurance and support for the IES rumen toward excellence, fulfilling the main objective of this work. For future research, it is recommended to deepen, through case studies, the study demonstrated the application. / A Estrutura Comum de Avaliação (Commom Assessment Framework ou CAF), usada no setor da educação em países europeus e o instrumento de avaliação da Fundação Nacional da Qualidade (FNQ) denominado Modelo de Excelência da Gestão (MEG) utilizada em organizações públicas e privadas do Brasil são modelos de avaliação de desempenho organizacional, especialmente desenvolvidos para ajudar as organizações aplicarem as técnicas da Gestão da Qualidade Total (TQM) a fim de melhorar os seus níveis de desempenho e da sua gestão. Contudo, o estudo situa-se no quadro geral da avaliação da gestão da qualidade das Instituições de Educação Superior Privada (IESP) no Brasil tendo como base o componente de avaliação externa do Sistema Nacional de Avaliação da Educação Superior (SINAES). Teve como motivação a percepção empírica acerca das dificuldades que, de modo geral, as IES enfrentam na adoção de um sistema de gestão da qualidade e na implementação de um sistema avaliativo com características gerenciais e de melhoria continua. A presente dissertação visa propor a integração do Modelo de Excelência da Gestão da Fundação Nacional da Qualidade FNQ com a Estrutura Comum de Avaliação CAF, fazendo uma conversão Brasil / Europa. Com a utilização do método de pesquisa qualitativa direcionada como estratégia de pesquisa, o trabalho buscou a compatibilização dos dois modelos e seus critérios processos com os indicadores do Sistema Nacional de Avaliação da Educação Superior SINAES, gerando uma cartilha de orientação denominada SIMECA. O presente trabalho servirá como apoio aos gestores educacionais que buscam a garantia da qualidade além do suporte para que as IES rumem em direção da excelência, cumprindo o objetivo principal deste trabalho. Para futuras pesquisas, recomenda-se aprofundar, por meio de estudo de casos, a aplicação do estudo demonstrado.

A gestão de laboratório tornou-se essencial em razão da preocupação com a saúde e com o meio ambiente. Conhecer todos os processos e atividades desenvolvidas nessas unidades e adotar bons indicadores para avaliar o desempenho, facilitam o controle interno do laboratório. O uso combinado dos indicadores com as ferramentas de gestão como Gestão da Qualidade Total, Redesenho de Processos, Normas ISO, Pensamento Lean e Gestão do Erro, poderão propiciar uma melhora significativa na eficiência. Esse trabalho de Engenharia Biomédica, com linha de pesquisa em Engenharia Clínica e Gestão, tem como objetivo selecionar e avaliar indicadores que facilitem o controle interno de laboratórios e provoquem seu uso pelos tomadores de decisão e todos da Engenharia Clínica. O controle interno permite detectar desvios e realizar correções no desempenho das rotinas, prestando assim um serviço com confiabilidade nos resultados das pesquisas e laudo de testes e exames. A metodologia constou em selecionar um conjunto de indicadores a partir das rotinas utilizadas em laboratório clínico, por dispor de maior experiência e publicações na área de gestão. Este conjunto de indicadores foi aplicado em dois perfis de laboratórios: em um estrato, laboratórios que influenciam diretamente a saúde e em outro estrato, laboratórios que, o resultado de suas pesquisas possa alterar o meio ambiente e, dessa forma, impactar indiretamente a saúde humana. Sustentado em trabalhos da literatura especializada de autores conceituados, selecionou-se 30 indicadores contemplando uma Avaliação Prévia e as categorias de Indicadores de Liderança, de Responsabilidade Pública, de Planejamento Estratégico, de Operacionalização Estratégica e dos Grupos de Usuários. Os indicadores buscaram explorar a rotina das atividades e o envolvimento dos participantes e usuários na gestão de laboratórios universitários de Odontologia, Nutrição e Farmacologia (laboratórios com influência direta sobre a saúde) e laboratórios universitários de Veterinária, Agronomia e Zootecnia (laboratórios com influência indireta sobre a saúde). Para cada Indicador foram delineadas três opções de respostas que permitisse analisar a existência da prática, da rotina, sua intensidade e a visão do participante quanto à administração da unidade laboratorial. Os resultados foram analisados comparativa e proporcionalmente em três abordagens. Na primeira análise, cada opção de resposta de cada indicador foi comparada entre todos os laboratórios. Na segunda análise, cada opção de resposta de cada indicador foi comparada entre os dois estratos. E na terceira análise, foi comparado o percentual de cada opção entre todas as respostas. Estabelecido o limite de tolerância, pode-se identificar: os indicadores que atendem a expectativa, a qual estrato pertence e em que proporção. Da mesma forma pode-se identificar os indicadores com maior comprometimento na gestão e de quantos participantes espera-se o não atendimento do indicador. Com a metodologia proposta foi possível visualizar a realidade da unidade laboratorial, verificar a flexibilidade em estabelecer o limite de aceitação por prioridades e perceber que com o uso das ferramentas de gestão é possível, com pequenas intervenções, esperar grandes resultados. / Laboratory management has become essential due to health and enviroment concerns. Knowing all the processes and activities developed at the units and adopting good indicators to evaluate the performance, facilitates the internal control of the laboratories. The use of the indicators combined with management tools such as Total Quality Management, Process Redesign, ISO Standards, Lean Thinking and Error Management may provide a significant improvement at the efficiency. This Biomedical Engineering work, with Clinical Engineering and Management lines of research, aims at selecting and evaluating indicators that facilitate the internal control of the laboratories and induces its use by the decision makers and everyone in the Clinical Engineering. The internal control allows the detection of misapplications and corrections in the routine performance, thus providing a reliable work in the research results, tests and exams reports. The methodology consisted in selecting a set of indicators from the routines used in clinical laboratories because there is greater experience and publications at the management area. This set of indicators was applied to two laboratory profiles: laboratories that influence health directly and laboratories whose results of researches could affect the enviroment and, this way, impact indirectly on human heatlh. Sustained by works of the specialized literature by credible authors, 30 indicators were selected contemplating a Previous Evaluation and the categories of Leading Indicators, Public Responsability, Strategic Planning, Strategic Operationalization and User Group. The indicators tried to explore the activities routine and the involvement of the participants and users in the management of the Odontology, Nutrition and Pharmacology university laboratories (with a direct influence over health) and Veterinary, Agronomy and Zootechny university laboratories (with an indirect influence over health). To each indicator it was outlined three options of answers that allowed the analyses of the existence of the routine practice, its intensity and the participants’ vision concerning the management of the laboratory unit. The results were analyzed comparatively and proportionally into three approaches. In the first analysis, each answer option of each indicator was compared among all laboratories. In the second analysis, each answer option of each indicator was compared between the two strata. In the third analysis it was compared the percentage of each strata between all the answers. Being established the tolerance limit, it can be identified: the indicators that meet the expectations, to which strata it belongs and in what proportion. The indicator with major commitment in management and from how many participants no care of the indicator is expected can also be identified. With the proposed methodology it was possible to visualize the reality of the laboratory unit, verify the flexibility of establishing the limit of priorities acceptance and realize that with the use of the management tools it is possible to expect great results with small interventions.

A tendência à implantação e certificação de Sistemas de Gestão da Qualidade (SGQ) tem sido estudada pelo mundo, pois há diversos autores que citam como uma das maiores influências para a implantação desse sistema a melhora do relacionamento com o cliente. Porém, apesar da crença na relação entre a qualidade, satisfação do cliente e retorno econômico, é preciso uma melhor compreensão nesta área. Este trabalho tem por objetivo avaliar a relação entre a implantação de SGQ e a satisfação dos clientes de empreendimentos imobiliários novos na cidade de Curitiba. Para a obtenção de dados, a fim de sustentar este trabalho, realizou-se um estudo preliminar e um trabalho de levantamento quantitativo de dados. A primeira etapa buscou informações relevantes para a construção e a validação do questionário utilizado na segunda parte, a qual se destinou à captação da percepção do cliente final. Foram obtidos 386 questionários respondidos no período de março a novembro de 2013. Por meio de Análises Descritivas dos dados, verifica-se que amostra demonstra ser fiel ao universo da pesquisa, sem haver discrepâncias significativas. Para a realização da análise da amostra, considerou-se a abordagem definida pelos autores Hair et al. (2010), em que um modelo de satisfação do cliente só é plenamente compreendido quando se estuda: a variável, os construtos e os relacionamentos entre duas ou mais variáveis. Portanto, realizaram-se diversas Análises Descritivas, bem como os testes estatísticos Qui-Quadrado e Análise Discriminante, a fim de estudar as variáveis componentes da satisfação. Em seguida os constructos, os quais foram obtidos por meio da Análise Fatorial. Foram estudados por fim, a relação entre as variáveis através da Regressão Linear Múltipla dos dados. Como resultado desta pesquisa, percebeu-se que não é possível basear a conclusão final do estudo somente pela média da satisfação global, pois esta pode encobrir outros resultados. Além disso, verificou-se que as variáveis padrão do imóvel e tipo de gestão (com ou sem SGQ) podem influenciar na satisfação do cliente. Como exemplo, os participantes de empreendimentos construídos sem SGQ mostraram-se mais satisfeitos do que os daqueles construídos com SGQ e o grupo dos participantes de empreendimentos com padrão baixo, os mais insatisfeitos dentre todos os padrões. Por meio da Análise Fatorial, foram encontrados 4 fatores: a) comunicação com a empresa, b) produto, c) localização, d) projeto, bem como um fator geral, a satisfação global. Em relação à insatisfação, esta é evidente nos fatores que apresentaram maior importância, comunicação com a empresa e produto. Acredita-se que embora este estudo seja válido apenas para Curitiba, o desenvolvimento e a estrutura deste modelo oferecem uma referência consistente para a avaliação da satisfação do cliente na construção civil em outros contextos. / The tendency to implementation and certification of quality management systems have been studied around the world, many authors cite as one of the biggest influences the improve the customer relationship. Despite the belief in the link between quality, customer satisfaction and economic returns, we need to learn more about this area. The propose of this study is to evaluate customer satisfaction of new buildings in the city of Curitiba. To get the data, we conducted a preliminary study and a quantitative survey. The first step searched for information to the construction and validation of the questionnaire used in the second part, which was destined to final customer. We obtained 386 questionnaires during March to November 2013. And through descriptive data analysis, we found that sample is true to the universe studied, because there are not significant differences. To perform the analysis of the sample, we considered the approach defined by the authors Hair et al. (2010), where a model of customer satisfaction is completely understood only when we studied: the variable, constructs, and relationships between two or more variables. Therefore, we performed several descriptive analyzes and the chi-square test in order to study the variable components of satisfaction. Next the constructs, which were obtained from through factor analysis. And last, we check the relationship between variables through multiple linear regressions of the data. As a result of this work, we noticed that it is not possible to rely only on the average overall satisfaction, because it may mask other results. In addition, we found that the variables: the default of the building and type of management (with or without TQM), can influence customer satisfaction. For example, participants of buildings built without TQM are more satisfied than those built with TQM, and the group of participants of buildings of low default is the most unhappy of all the defaults. Through factor analysis, we found four factors, communication with the company, product, location, design, as well as a general factor, overall satisfaction. The dissatisfaction is evident in the two most important factors: communication with the company and product. It is believed that, although our study is valid only for Curitiba, the development and structure of this model provide a great reference for the evaluation of customer satisfaction in other settings of the construction industry. / 5000

A gestão de laboratório tornou-se essencial em razão da preocupação com a saúde e com o meio ambiente. Conhecer todos os processos e atividades desenvolvidas nessas unidades e adotar bons indicadores para avaliar o desempenho, facilitam o controle interno do laboratório. O uso combinado dos indicadores com as ferramentas de gestão como Gestão da Qualidade Total, Redesenho de Processos, Normas ISO, Pensamento Lean e Gestão do Erro, poderão propiciar uma melhora significativa na eficiência. Esse trabalho de Engenharia Biomédica, com linha de pesquisa em Engenharia Clínica e Gestão, tem como objetivo selecionar e avaliar indicadores que facilitem o controle interno de laboratórios e provoquem seu uso pelos tomadores de decisão e todos da Engenharia Clínica. O controle interno permite detectar desvios e realizar correções no desempenho das rotinas, prestando assim um serviço com confiabilidade nos resultados das pesquisas e laudo de testes e exames. A metodologia constou em selecionar um conjunto de indicadores a partir das rotinas utilizadas em laboratório clínico, por dispor de maior experiência e publicações na área de gestão. Este conjunto de indicadores foi aplicado em dois perfis de laboratórios: em um estrato, laboratórios que influenciam diretamente a saúde e em outro estrato, laboratórios que, o resultado de suas pesquisas possa alterar o meio ambiente e, dessa forma, impactar indiretamente a saúde humana. Sustentado em trabalhos da literatura especializada de autores conceituados, selecionou-se 30 indicadores contemplando uma Avaliação Prévia e as categorias de Indicadores de Liderança, de Responsabilidade Pública, de Planejamento Estratégico, de Operacionalização Estratégica e dos Grupos de Usuários. Os indicadores buscaram explorar a rotina das atividades e o envolvimento dos participantes e usuários na gestão de laboratórios universitários de Odontologia, Nutrição e Farmacologia (laboratórios com influência direta sobre a saúde) e laboratórios universitários de Veterinária, Agronomia e Zootecnia (laboratórios com influência indireta sobre a saúde). Para cada Indicador foram delineadas três opções de respostas que permitisse analisar a existência da prática, da rotina, sua intensidade e a visão do participante quanto à administração da unidade laboratorial. Os resultados foram analisados comparativa e proporcionalmente em três abordagens. Na primeira análise, cada opção de resposta de cada indicador foi comparada entre todos os laboratórios. Na segunda análise, cada opção de resposta de cada indicador foi comparada entre os dois estratos. E na terceira análise, foi comparado o percentual de cada opção entre todas as respostas. Estabelecido o limite de tolerância, pode-se identificar: os indicadores que atendem a expectativa, a qual estrato pertence e em que proporção. Da mesma forma pode-se identificar os indicadores com maior comprometimento na gestão e de quantos participantes espera-se o não atendimento do indicador. Com a metodologia proposta foi possível visualizar a realidade da unidade laboratorial, verificar a flexibilidade em estabelecer o limite de aceitação por prioridades e perceber que com o uso das ferramentas de gestão é possível, com pequenas intervenções, esperar grandes resultados. / Laboratory management has become essential due to health and enviroment concerns. Knowing all the processes and activities developed at the units and adopting good indicators to evaluate the performance, facilitates the internal control of the laboratories. The use of the indicators combined with management tools such as Total Quality Management, Process Redesign, ISO Standards, Lean Thinking and Error Management may provide a significant improvement at the efficiency. This Biomedical Engineering work, with Clinical Engineering and Management lines of research, aims at selecting and evaluating indicators that facilitate the internal control of the laboratories and induces its use by the decision makers and everyone in the Clinical Engineering. The internal control allows the detection of misapplications and corrections in the routine performance, thus providing a reliable work in the research results, tests and exams reports. The methodology consisted in selecting a set of indicators from the routines used in clinical laboratories because there is greater experience and publications at the management area. This set of indicators was applied to two laboratory profiles: laboratories that influence health directly and laboratories whose results of researches could affect the enviroment and, this way, impact indirectly on human heatlh. Sustained by works of the specialized literature by credible authors, 30 indicators were selected contemplating a Previous Evaluation and the categories of Leading Indicators, Public Responsability, Strategic Planning, Strategic Operationalization and User Group. The indicators tried to explore the activities routine and the involvement of the participants and users in the management of the Odontology, Nutrition and Pharmacology university laboratories (with a direct influence over health) and Veterinary, Agronomy and Zootechny university laboratories (with an indirect influence over health). To each indicator it was outlined three options of answers that allowed the analyses of the existence of the routine practice, its intensity and the participants’ vision concerning the management of the laboratory unit. The results were analyzed comparatively and proportionally into three approaches. In the first analysis, each answer option of each indicator was compared among all laboratories. In the second analysis, each answer option of each indicator was compared between the two strata. In the third analysis it was compared the percentage of each strata between all the answers. Being established the tolerance limit, it can be identified: the indicators that meet the expectations, to which strata it belongs and in what proportion. The indicator with major commitment in management and from how many participants no care of the indicator is expected can also be identified. With the proposed methodology it was possible to visualize the reality of the laboratory unit, verify the flexibility of establishing the limit of priorities acceptance and realize that with the use of the management tools it is possible to expect great results with small interventions.