Parental involvement (PI) in school governance is an international acclaimed worldwide practice and is viewed as a major topic in current educational reforms. This study investigated the management of PI programmes in public schools within the jurisdiction of Bulawayo Metropolitan Province in Zimbabwe. The Total Quality Management (TQM) framework was employed as attempts were made to bring all stakeholders on board in the pursuit of quality education. To achieve this thrust, literature on the historical developments which obtained in the United States of America, China and South Africa on the phenomenon was reviewed. Further to that, the models of PI which influenced the adoption of what has obtained in Zimbabwean public schools were cited too. In the process the legal statutes which mandated PI programmes in operation were explored in detail. Data for this study was obtained by means of a quantitative approach involving questionnaires with precoded responses from a sample of 51 education managers and 47 school governors. The major findings of the empirical investigation was that PI is juridical and the bulk of the parents want to be engaged in both formal and informal academic issues of the school business as long as such engagement is well planned and organised. This collaboration of the minds and efforts does not only enhance the management style of the education manager but also the realisation of academic excellence in schools as both parties collectively embark on a quality conscious crusade. Generally, parents in this province were found to be less meddlesome when it comes to the professional governance of the school system, thus making the bulk of schools in this region “conflict free zones”. Disturbing though was the failure by parents to be engaged in the conception of the school vision and mission statement. Finally, the engagement of parents in the management of PI programmes has been recommended in this thesis as it has been found to be genuine, transparent, human resource oriented, dialogical and accountable if citizen participation in school governance is to be envisaged within a democratic framework. Orientation workshops and seminars can be manned for this purpose if home-brewed PI models meant to enhance ownership, commitment and motivation are to be realised. In that way, a customised educational menu may be approximated. / Teacher Education / D. Ed. (Education Management)

Analysis of the supply chain is necessary to improve performance. For this reason, supply chain management (SCM) has received a lot of attention recently and supply chain design (SCD) is a concept that forms an integral part of the adoption and implementation of SCM. Effective SCD contributes towards better supply chain integration (SCI) which, in turn, contributes towards improved supply chain performance. The focus of this study is on the analysis of SCD practices. Designing the supply chain structure is a complex and demanding undertaking that needs to be aligned with the needs of the supply chain’s end customers, because their needs ultimately have to be satisfied. This study proposes a conceptual framework that has been developed from literature to assist organisations in the analysis of their SCD practices, with the aim of improving supply chain performance. The conceptual framework was exploratively tested by means of empirical research to determine whether it can be used as an assessment tool to assess the SCD practices of organisations. The study concluded that the conceptual framework that was developed in this study can be used as an assessment tool with which organisations can analyse their SCD practices. / Business Management / D. Com. (Business Management)

TQM has been identified as an approach that can be adopted to improve quality in business as well as in education. The main aim of this approach is to involve everybody in decision-making of the organization, in this case a school, with the purpose of achieving highest commitment from staff and customer satisfaction. TQM can be a way which can bring about changes in the education system. It is a philosophy with continuous improvement which can provide a set of practicable tools and techniques to meet the present and the future desires of any educational system. Therefore, this study sought to investigate the influence of TQM on school improvement in secondary schools in the Uthungulu District, Kwazulu-Natal. The questionnaires were handed to schools in the Uthungulu District which is made up of 5 circuits, namely, Umhlathuze Circuit, Umfolozi Circuit, Umlalazi Circuit, Mthonjaneni Circuit and Inkandla Circuit. The research concentrated mainly on School Management Teams (SMTs) and Post Level 1 educators (PL1 educators) from senior secondary schools (high schools). On the whole, respondents in the study area have shown a positive attitude towards understanding the significance of Total Quality Management principles in schools. The findings seem to suggest that everyone has a responsibility of encouraging implementation of TQM in schools. It is important to develop quality management systems, because without them, it is impossible to implement. The quality improvement teams should be empowered to manage themselves and provide programmes that will enable them to be more effective. The proposed model of the study provides information about basic elements and factors which need to be taken into cognisance during the TQM and implementation process. The model identifies the main principles of TQM with continuous improvement at the centre of them all. The main aim of implementing TQM in school should be continuous improvement. / Educational Leadership and Management / D. Ed. (Education Management)

Quality management of higher education is a vital concern today. The purpose of this study was to examine education quality management practices of Ethiopian public universities and to investigate a relationship between three dependent variables (planning for quality education, implementation of plans and performance improvement) and five independent variables (identification of quality education, considering customers’ needs, performance tracking, education quality management strategies and taking actions). Both quantitative and qualitative data were collected by means of questionnaires and interviews. Respondents of the questionnaire items were 170 education managers and student union representatives. In addition, ten senior instructors and ten senior students were interviewed. The responses obtained using questionnaires were analysed using frequencies, percentages, means, modes, chi-square tests and Spearman’s correlation. Responses obtained using open ended items on the questionnaires and interview responses were analysed qualitatively using themes of issues most frequently obtained. This study showed that: in most Ethiopian public universities the educational quality planning process is not participatory. There is a gap in using their plans in guiding their day to day activities. Most universities do not regularly collect data on satisfaction levels of their customers. Educational process changes are not tested on small scale before a wide spread application. It also showed that there is a strong positive relationship between performance improvement and the four independent variables namely: considering customers’ needs, performance tracking, teaching methodologies and taking actions in Ethiopian public universities. Consequently, recommendations have been given so as to improve education quality management practices of Ethiopian public universities. This study hopefully contributes a lot for performance improvement of similar higher education system. / Educational Leadership and Management / D. Ed. (Education Management)

South Africa is currently undergoing a process of change from a segregated education system to a more democratic system of education. The country is characterised by drastic policy shifts in the social, economic and political arenas. The problem that called for this research is that education managers at national, provincial, district, and circuit levels are facing challenges in the understanding, interpretation and implementation of education policies as they apply to support staff, educators, learners and their parents or guardians. Lack of access to and knowledge of acts, policies and procedures in educational leadership and management seem to impact negatively on the effective functioning of public schools in the provisioning of quality education in Limpopo province of South Africa. A qualitative research methodology coupled with ontology and epistemology theories were used in a phenomenological interpretive perspective. The rationale for choosing the qualitative approach was that the subject of this research study required data on the experiences, perceptions and views of the research participants. Three research instruments of data collection were employed, namely participant observation, document analysis and interviews. Purposive sampling was chosen to select the education managers as participants who were likely to be knowledgeable about and experienced in the phenomenon under study. Focus group and individual interviews were conducted with educators, education managers, and educator union representatives. I used content analysis method to catergorise data into themes. The findings in this study revealed that knowledge of the education policies is a pre-requisite for the implementation of such policies for quality education. It was evident that education managers have inadequate understanding of the formulation, interpretation and implementation of policies. Education managers had contrasting perceptions of education quality and divergent interpretationsof education policies. The deployment of circuit managers undermined the value of management qualifications, experience and expertise in such management posts. The absence of a policy enforcement agency and a lack of coordination within different levels of education management in the province have led to unresolved cases of misconduct and non-compliance with education policies. The researcher recommends that induction of newly appointed education managers, continuous training of the serving education managers, mentoring and monitoring of the implementation of education policies should receive priority for the provision of quality education in public schools. / Educational Leadership and Management / D. Ed. (Education Management)

Delivering education through open and distance learning (ODL) mode imposes upon ODL institutions a responsibility to provide support services deemed adequate to address students’ expectations and learning needs. Student support services are a vital part of academic success in distance learning environments because of the nature of distance education. Therefore, it is critical to provide student support services whose quality levels are acceptable to those who use them. Quality and its measurements are a contentious issue in higher education and distance education. Efforts to help service quality researchers in distance education understand service quality and its evaluation have come from marketing researchers. Among different approaches of service quality assessment is the SERVQUAL model. This study explored and examined the quality of students’ support services in distance learning environments from students’ perspective, using a modified SERVQUAL model. The objectives of the study were to examine students’ expectations and perceptions of the quality of support services; analyse the gaps between expectations and perceptions; develop and validate a service quality model and a scale to evaluate the quality of distance education students’ support services. A sequential mixed methods design was used to collect and analyse the data. Data were collected in two phases. The first phase involved collecting data qualitatively. The qualitative data were used to develop a context specific service quality model and a scale. The model and the scale were validated in the second (quantitative) phase of the study. The results of the study showed that the students’ expectations exceeded the perceived performance levels of the student support services. The largest gaps related to feedback, study material delivery and spaces for quiet learning. The study also found that distance education student support services can be measured by four service quality dimensions, namely: tangibles, reliability, delivery and assurance. / Curriculum and Instructional Studies / D. Ed. (Curriculum Studies)

Samhället förändras med nya utmaningar. Detta skapa behovet för att organisationer ökar takten för att möta förändringen. Det innebär att arbetssätt och standardisering, kan bidrag till verksamhetsutveckling. Uppsatsen därmed undersökte and presenterade resultat som kan hjälpa ledare i olika organisationer att förstå ledarskaps betydelse för ständiga förbättringar både internt och med andra organisationer. Studien som genomfördes på LBS Kreativa gymnasiet med intervju, enkät, observation och dokumentanalys som datainsamlingsverktyg, visade att skolan/organisationen, med hjälp av relations-baserat ledarskap, arbetar med transparens och öppenhet. Detta arbetssätt har bidragit till en förändrade arbetskultur och dokumenterade organisationens arbete med ständiga förbättringar. I fortsättningsvis, visade sig att lärarna, vårdnadshavare och leverantör är nöjda. Resultat visade också att samarbetet mellan skolan och sin leverantör inte var en återkommande punkt i skolans systematiska kvalitetsarbeten / The changes experienced in society presents challenges that demands for reciprocal approach on continuous improvement within organizations. This entails fashioning work ways and standards that can adapt to these changes; a task that leaders or prospective leaders should be conversant with. Thus, this study investigates and present results that could assist leaders in understanding the importance of their engagement in continuous improvement as well as the relationship with partners. Investigation through means of interview, survey, observation and documents analysis were conducted at LBS Creative Senior High School (LBS Kreativa Gymnasiet). The research presented description of how the school through its various leaders work consistently with improving the school and its students. The result showed that the school, through relational leadership perspective operates with transparency, openness and the engagement of teaching and non-teaching staffs, which have enabled the transformation of work-culture to one that is consistence with improvement. The result also showed that the transformation has contributed to satisfaction as experienced by teachers, parents/guardians and partners, however partnership with companies was based on an order-deliver relationship and thus was not necessary to be part of the school’s continuous improvement plan. / <p>2018-06-27</p>

Submitted by Ronildo Prado (ronisp@ufscar.br) on 2016-09-26T20:36:08Z No. of bitstreams: 1 TeseHB.pdf: 2062145 bytes, checksum: b972449137394268fafbe29e9a683305 (MD5) / Approved for entry into archive by Ronildo Prado (ronisp@ufscar.br) on 2016-09-26T20:36:36Z (GMT) No. of bitstreams: 1 TeseHB.pdf: 2062145 bytes, checksum: b972449137394268fafbe29e9a683305 (MD5) / Approved for entry into archive by Ronildo Prado (ronisp@ufscar.br) on 2016-09-26T20:36:51Z (GMT) No. of bitstreams: 1 TeseHB.pdf: 2062145 bytes, checksum: b972449137394268fafbe29e9a683305 (MD5) / Made available in DSpace on 2016-09-26T20:37:01Z (GMT). No. of bitstreams: 1 TeseHB.pdf: 2062145 bytes, checksum: b972449137394268fafbe29e9a683305 (MD5) Previous issue date: 2016-02-29 / Não recebi financiamento / Many authors of total quality management suggest a positive relationship between the implementation of Total Quality Management and financial performance of companies. However, empirical studies have produced mixed results due to methodological limitations of data analysis and performance indicators used. In this sense, this thesis aims to analyze the shareholder value creation using value financial indicators of winning companies of national quality awards in the Americas and to compare them to companies operating in the same economic sector. The use shareholder value performance indicators and winning companies of national awards quality seven Western Hemisphere countries is a differential of this thesis in relation to other studies. The financial data was collected from the Economática system database in specialized sites on the disclosure of financial statements and own sites of the winning companies of this research study object. The time period of analysis is ten years. The hypotheses about the companies performance on creating shareholder value were tested applying MANOVA and Factorial Analysis. The results point out the quality award winning companies has created more value to their shareholders than the other companies operating on the same economic sector. / Diversos pesquisadores sobre o tema Gestão pela Qualidade Total sugerem que existe uma relação positiva entre a implantação da Gestão pela Qualidade Total e o desempenho financeiro das empresas. Todavia, os estudos empíricos têm produzido resultados diversos, devido às limitações dos métodos utilizados para as análises dos dados e dos indicadores de desempenho utilizados. Neste sentido, o objetivo principal desta tese é analisar a geração de valor para o acionista, por meio da aplicação de indicadores financeiros de valor, de empresas vencedoras dos prêmios nacionais da qualidade do Continente Americano, bem como comparar tais empresas com outras do mesmo setor econômico. A utilização de indicadores de desempenho de valor para o acionista e a utilização de vencedoras de prêmios nacionais da qualidade de sete países do Continente Americano constitui o ineditismo desta tese em relação aos demais trabalhos. Os dados foram coletados do banco de dados do sistema Economática, em sites especializados em divulgação de demonstrações financeiras e nos próprios sites das empresas vencedoras objeto de estudo desta pesquisa. O período de análise compreendeu um período de dez anos. Para atingir ao objetivo do trabalho foram testados grupos de hipóteses sobre o desempenho das empresas estudadas. Para a análise dos dados foram utilizados a análise fatorial confirmatória e a exploratória e em seguida para testar as hipóteses foi utilizado a MANOVA. Os resultados indicam que as empresas vencedoras de prêmios nacionais da qualidade geram mais riqueza aos acionistas do que as demais empresas do mesmo seguimento econômico.

Made available in DSpace on 2016-06-02T19:50:05Z (GMT). No. of bitstreams: 1 2498.pdf: 1481594 bytes, checksum: 9e2efd96019ab6ba5cb24bed7ddec0b9 (MD5) Previous issue date: 2009-02-18 / This work seeks to identify and analyze the quality management forms adopted by two engine assemblers and by nine of their first and second tier suppliers, discussing the relationships between the quality management form implemented by each assembler and the ones implemented by its suppliers in each supply chain studied. In a second moment, this work compares the two sets of quality management forms adopted in those two supply chains. Three hypotheses orient this research: the two engine assemblers adopt different quality management forms; the suppliers of those engine assemblers adopt different quality management forms as well; the two sets of quality management forms adopted in those supply chains are different, since the distinct quality management forms implemented by the assemblers and by their respective suppliers are conditioned by different supply chain structures and relationships. This work is accomplished through some literature revisions on the topics associated to the mentioned subject and secondly through a field research that involves case studies carried out in two supply chains. These two supply chains have different configurations: they are headed by two engine assemblers that present distinct levels of vertical integration and have different types of relationships with their respective suppliers. In each one of the analyzed companies two engine assemblers and nine suppliers (from the first and the second tiers) some semi-structured interviews were realized. The results indicate that the quality management forms implemented by the two engine assemblers are very similar. They indicate as well that the adoption of the conception main principles and guidelines of the Total Quality Management by all suppliers assures certain resemblance amongst the quality management forms implemented by them. But there are indications that the adopted forms by the suppliers are different, being the most sophisticated practices implemented by the multinational suppliers. It is observed an association between the differences in the supply chain structures and relationships and the differences in the two sets of quality management forms adopted (in the two chains). The supply chain in that the assembler has a higher degree of outsourcing and a bigger proportion (and absolute number) of smaller and national capital suppliers, with the goal of having cost advantages (with lower prices and lower transport costs), must, in compensation, spend bigger effort to guarantee the quality of the components it acquires. The chains characterized by engine assemblers having fewer suppliers are usually noticeable by long term relationships, with a greater number of large-sized suppliers, more technologically capable (generally multinationals companies certified according to quality standards), must make a relatively bigger effort to negotiate with suppliers, but a much lower effort to develop them. / Este trabalho tem por objetivo geral identificar e analisar as formas de gestão da qualidade de duas montadoras de motores e de nove de seus fornecedores de primeiro e segundo níveis, discutindo as relações entre as formas de gestão da qualidade de cada montadora e de seus fornecedores em cada uma das cadeias produtivas estudadas e, em um segundo momento, comparando os dois conjuntos (combinações) de formas de gestão da qualidade adotadas nessas cadeias. Foram delineadas três hipóteses para orientar a pesquisa: as montadoras de motores de automóveis possuem diferentes formas de gestão da qualidade; os fornecedores das montadoras de motores de automóveis possuem diferentes formas de gestão da qualidade; os conjuntos de formas de gestão da qualidade nas cadeias de montadoras de motores de automóveis são diferentes, pois as distintas formas de gestão da qualidade adotadas pelas montadoras e por seus respectivos fornecedores são ainda condicionadas por estruturas e as relações diferentes das duas cadeias de suprimentos. A pesquisa apóia-se em revisões bibliográficas realizadas acerca dos tópicos associados ao tema e em uma pesquisa de campo que envolve estudos de caso em duas cadeias com configurações diferentes: comandadas por duas montadoras de motores que apresentam níveis de integração vertical e relações com fornecedores distintos. Em cada uma das empresas analisadas duas montadoras e nove fornecedores (de primeiro e segundo níveis) foram realizados estudos fundamentados em entrevistas semi-estruturadas. Os resultados indicam que as formas de Gestão da Qualidade das duas montadoras são muito semelhantes. Indicam também que a adoção pelos fornecedores da concepção da Gestão da Qualidade Total seus princípios e diretrizes principais assegura certa semelhança entre as formas de gestão por eles adotadas. Mas há indícios de que as formas adotadas pelos fornecedores são diferentes, sendo os conjuntos mais sofisticados de práticas adotadas pelos fornecedores multinacionais. Observou-se uma correspondência (associação) entre as diferenças nas estruturas e relações das cadeias e as diferenças nos conjuntos de formas de gestão da qualidade adotados (nas duas cadeias). A cadeia em que a montadora possui grau mais elevado de terceirização e número e proporção maior de fornecedores de menor porte e de capital nacional, para auferir vantagens de custo (preço e transporte dos componentes), deve, em contrapartida, despender esforço maior para garantir a qualidade dos componentes que adquire. Já a cadeia em que a montadora possui um número menor de fornecedores, estabelecendo relações de longo prazo, possuindo uma proporção maior de fornecedores de grande porte e mais capacitados tecnologicamente (preferencialmente empresas multinacionais e certificadas em normas da qualidade), deve despender esforços relativamente maiores nas negociações com fornecedores, mas seu esforço para desenvolvê-los é muito menor.

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. / Submitted by Marcelo Teixeira (mvteixeira@ucs.br) on 2014-06-04T16:35:20Z No. of bitstreams: 1 Dissertacao Marcelo Benetti Correa da Silva.pdf: 3888077 bytes, checksum: 4eb19ace5d6566688cb4e07b4ef70959 (MD5) / Made available in DSpace on 2014-06-04T16:35:20Z (GMT). No. of bitstreams: 1 Dissertacao Marcelo Benetti Correa da Silva.pdf: 3888077 bytes, checksum: 4eb19ace5d6566688cb4e07b4ef70959 (MD5) / 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.