Submitted by Patrícia Valim Labres de Freitas (patricial) on 2016-04-01T17:52:53Z No. of bitstreams: 1 Thiago Antonio Souza.pdf: 1549573 bytes, checksum: 50bb2fe3750913e23e67747ffad33743 (MD5) / Made available in DSpace on 2016-04-01T17:52:53Z (GMT). No. of bitstreams: 1 Thiago Antonio Souza.pdf: 1549573 bytes, checksum: 50bb2fe3750913e23e67747ffad33743 (MD5) Previous issue date: 2015-12-23 / CAPES - Coordenação de Aperfeiçoamento de Pessoal de Nível Superior / CNPQ – Conselho Nacional de Desenvolvimento Científico e Tecnológico / Hospitais brasileiros tipicamente convivem com um desnivelamento entre capacidade e demanda. Os subsistemas público e privado são incapazes de coordenar situações de falta e excesso de capacidade identificados, de forma concomitante, em suas respectivas estruturas. Custos tornam-se um elemento focal em ambos os casos, quer visando qualidade e segurança quer visando incremento de capacidade, enfocando áreas chave do serviço hospitalar: serviços cirúrgicos, de internação, de emergência e de diagnóstico. O Lean Healthcare, neste contexto, se torna uma filosofia possível para a mudança organizacional dos processos hospitalares visando o incremento de sua eficiência. Este estudo discute a aplicação de conceitos do Lean Healthcare em serviços cirúrgicos, com base em evidências coletadas de três estudos realizados integradamente em um hospital universitário de grande porte, pertencente ao subsistema de saúde público brasileiro. O primeiro estudo enfoca a análise de eficiência do centro cirúrgico, propondo e aplicando o indicador Operating Room Effectiveness (ORE). O segundo, analisa e propõe formas de nivelar a produção (Heijunka) de cirurgias de diferentes demandas competindo pelo mesmo centro cirúrgico, em um contexto de capacidade inferior à demanda. O terceiro estudo desenvolve o conceito de Planejamento, Programação e Controle do Fluxo de Pacientes (PPCFP), com vistas ao planejamento integrado de consultas, cirurgias, pré-operatórios e aquisição de materiais. A aplicação dos modelos conceituais propostos revela potenciais vantagens, ainda a serem estudadas em amplitude e longitude como alternativa para outras organizações do setor. Como resultados locais, além do aporte de conceitos de Engenharia de Produção aplicada ao contexto de saúde, foram identificados: ganho operacional médio de 12% de eficiência nas salas de cirurgia; redução em 40% do tempo médio de espera para cirurgias eletivas; redução média de filas para consultas em 50%; melhor planejamento e controle de eficiência e produção; e economia de cerca de R$ 5.000.000,00 resultante dos três casos. / Brazilian hospitals typically work with a depression between capacity and demand. The public and private subsystems are unable to coordinate situations of shortage and excess capacity identified in their respective structures, concomitantly. Costs become a focal element in both cases, aiming to quality and safety or to increase capacity, focusing on key areas of hospital service: surgical services, admission, emergency and diagnostic. In this context, Lean Healthcare becomes an attractive philosophy for organizational change of hospital processes aiming at increasing its efficiency. This study discusses the application of Lean Healthcare concepts in surgical services, based on evidence collected from three studies integrally in a large University Hospital, part of the Brazilian public health subsystem. The first study focuses on the operating room efficiency analysis, proposing and applying the indicator Operating Room Effectiveness (ORE). The second study analyzes and proposes alternatives to level the production of surgeries (Heijunka) of different brands, competing for the same operating room, at a low capacity context. The third study develops the concept of Planning, Programming and Control of Patient Flow (PPCPF), to establish integrated planning consultations, surgeries, preoperative and acquisition of materials. The application of the proposed conceptual models reveals potential advantages, yet to be studied in amplitude and longitude as an alternative to other industry organizations. As local gains, in addition to the approximation of Industrial Engineering concepts to the health context, it have been identified: 12% increase in the surgical center’s average efficiency; 40% reduction in the average waiting time for elective surgery; 50% reduction in the number of queued consultations; better planning and control efficiency and production; and savings of about R$ 5,000,000.00 resulting from the three cases.

This thesis holds how to reach a new target group through market mix. The purpose of the thesis is to study how the organization can reach a new target group which is new potential employees in the care of the elderly by working on the market mix. The theory that was used are offensive quality development by which continuous improvements can be achieved. Theory about communication was used and the importance of rhetorical skills while presenting the information to the target group. When it comes to transformation theory the digitized change, employees are often determined that it is important to start marketing themselves digitally and get the equipment needed. A major role played also the theory about marketing mix which was a major part of this study. Examination methods used were written interviews and the letter method. The written interviews was done by contacting the municipalities in Sweden to know how they do the marketing to the potential employees. On the other hand the letter method was done by contacting the studied organizations employees to know their ideas about how to encounter the new employees. The results of this study was that the organization’s employee mentioned that marketing should be done by digital channels because the time we are living in requires it. Lastly, the conclusions was that market mix can be a great strategy to reach the new target group and to always improve the marketing by doing a plan and then also realize the plan by doing the events and campaigns. / Examensarbetet handlar om att nå en ny målgrupp genom marknadsmix. Syftet med examensarbetet är att studera hur organisationen kan attrahera en ny grupp av medarbetare genom att arbeta med marknadsmixen. Teorin som användes är offensiv kvalitetsutveckling genom vilken kontinuerliga förbättringar kan uppnås. Därefter användes teori om kommunikation och betydelsen av retoriska färdigheter samtidigt som informationen presenterades för målgruppen. Teorin om förändring tar upp den digitala förändringen som avgörande då det är viktigt att börja marknadsföra sig digitalt och få nödvändig utrustning. Teorin om marknadsmix var en viktig del av denna studie. De använda undersökningsmetoderna var skriftliga intervjuer och brevmetoden. De skriftliga intervjuerna gjordes genom att kontakta kommunerna i Sverige för att veta hur de marknads för sig mot de potentiella medarbetarna. Brevmetoden gjordes genom att kontakta den studerade organisationen för att samla in deras idéer om hur man skulle möta de nya medarbetarna. Resultaten av denna studie var att organisationens anställda nämnde att marknadsföring bör ske genom digitala kanaler på grund av att den tid vi lever i kräver det. Slutligen var slutsatserna att marknadsmixen kan vara en bra strategi för att nå den nya målgruppen och att alltid förbättra marknadsföringen genom att göra en plan och sedan genomföra planen genom att göra kampanjerna.

<p>Syftet med detta examensarbete är att undersöka möjligheterna för utökad kundnytta och kvalitetssäkra implementeringsprocessen av elektroniskt informationsutbyte (EDI). Detta uppnås med kvalitetsutveckling som grund, vilket omfattar processorientering.</p><p>Rapporten inleds med en beskrivning av arbetets syfte och vilka problem som står till grund. Vidare introduceras företaget som uppdragsgivare och relevant teori tas upp, detta för att bilda en referensram inför de metoder som använts för att förbättra processen. Slutligen så presenteras resultaten och en diskussion hålls kring detta, med vidare rekommendationer för fortsatt utveckling.</p><p>EDI processen har visualiserats dels med hjälp av akademiska litteraturer och dels från empiriskt material. Visualiseringen av processen har bildat en översikt av dess brister och problemområden (bland annat tidsfördelningen utmed processen och grunden till låg kvalitetsstandard), vilket har gett möjligheter till effektiva lösningsförslag för vidareutveckling. De främsta verktygen som har använts för visualiseringen är processkartläggning och värdeflödesanalys (VSM). I Rapporten presenteras dessutom ett avsnitt om ledningsstruktur för att underlätta processorientering och en allmän beskrivelse om själva EDI tekniken med avsikt att sprida kunskap.</p><p>Examensarbetet bidrar med processkartor för EDI processen, lösningsförslag för identifierade problemområden och rekommendationer för fortsatt utveckling.</p> / <p>The aim of this master’s thesis is to examine the possibilities of increased customer value and to ensure quality for the implementation process of Electronic Data Interchange (EDI). This will be achieved with quality development as a foundation, which consists of process orientation.</p><p>The report will initially describe the purpose of the master’s thesis and what problems that are the reason behind it. Following is a short description of the company who has requested the job and necessary theories are presented, in order to build a foundation for the upcoming methods that have been used. Finally there will be a presentation of the results and a discussion will be held around the subject, with further recommendations for continued development.</p><p>The EDI process has been visualized partly with the help of academic literature and partly trough empirical data. The visualization has established an overview of the process with its flaws and weaknesses (inter alia the distribution of time throughout the process and reasons for low quality), which enables suggestions for effective solutions. The foremost tools that has been used for this purpose is the process mapping and the Value Stream Mapping (VSM). The report also presents a segment about management structure in order to facilitate the process orientation and a general description about the EDI technology in order to distribute knowledge.</p><p>The master’s thesis contributes with maps for the EDI process, suggested solutions for identified problems and recommendations for continued development.</p>

The purpose of this study was to provide a case example of one SME (small to medium-size enterprises) documented practices compared to the Baldrige Program’s Criteria for Performance Excellence (Criteria). This study evaluated the degree to which the case example organization practiced the philosophies and principles of the Criteria without direct knowledge of the Criteria. The researcher conducted evaluations by examining the case example organization’s strategic plan against the Criteria. Results of this study’s demonstrated that the Baldrige Program would not be a change in direction for the case example organization but a systematic approach to enhance the methods already deployed by the case example organization. Evaluations identified items on both documents that could be relatable to items contained on the opposing document. This study also identified the actual number of requirement items contained within the Criteria, in order to provide a better understanding of the current Criteria’s level of complexity.

Syftet med detta examensarbete är att undersöka möjligheterna för utökad kundnytta och kvalitetssäkra implementeringsprocessen av elektroniskt informationsutbyte (EDI). Detta uppnås med kvalitetsutveckling som grund, vilket omfattar processorientering. Rapporten inleds med en beskrivning av arbetets syfte och vilka problem som står till grund. Vidare introduceras företaget som uppdragsgivare och relevant teori tas upp, detta för att bilda en referensram inför de metoder som använts för att förbättra processen. Slutligen så presenteras resultaten och en diskussion hålls kring detta, med vidare rekommendationer för fortsatt utveckling. EDI processen har visualiserats dels med hjälp av akademiska litteraturer och dels från empiriskt material. Visualiseringen av processen har bildat en översikt av dess brister och problemområden (bland annat tidsfördelningen utmed processen och grunden till låg kvalitetsstandard), vilket har gett möjligheter till effektiva lösningsförslag för vidareutveckling. De främsta verktygen som har använts för visualiseringen är processkartläggning och värdeflödesanalys (VSM). I Rapporten presenteras dessutom ett avsnitt om ledningsstruktur för att underlätta processorientering och en allmän beskrivelse om själva EDI tekniken med avsikt att sprida kunskap. Examensarbetet bidrar med processkartor för EDI processen, lösningsförslag för identifierade problemområden och rekommendationer för fortsatt utveckling. / The aim of this master’s thesis is to examine the possibilities of increased customer value and to ensure quality for the implementation process of Electronic Data Interchange (EDI). This will be achieved with quality development as a foundation, which consists of process orientation. The report will initially describe the purpose of the master’s thesis and what problems that are the reason behind it. Following is a short description of the company who has requested the job and necessary theories are presented, in order to build a foundation for the upcoming methods that have been used. Finally there will be a presentation of the results and a discussion will be held around the subject, with further recommendations for continued development. The EDI process has been visualized partly with the help of academic literature and partly trough empirical data. The visualization has established an overview of the process with its flaws and weaknesses (inter alia the distribution of time throughout the process and reasons for low quality), which enables suggestions for effective solutions. The foremost tools that has been used for this purpose is the process mapping and the Value Stream Mapping (VSM). The report also presents a segment about management structure in order to facilitate the process orientation and a general description about the EDI technology in order to distribute knowledge. The master’s thesis contributes with maps for the EDI process, suggested solutions for identified problems and recommendations for continued development.

The purpose of the thesis work is to map, explain, propose and follow up on solutions to quality problems in a small growing IT company in an attempt to reduce or completely eliminate costs of poor quality. The report includes theory of change management, process and quality management, process maturity, agile methods, characteristic features for IT companies, DMAIC project tool and challenges for growing companies. It is a case study that is based predominantly on qualitative primary data. Data has been collected using a customer survey, as well as observations and interviews with employees and management. The result shows that the organization is struggling with quality problems. The problems look slightly different depending on which department is being reviewed. In the development department, which works with large projects over a long period of time, the main problem is lack of complete customer requirement specifications. At the Operations Department the main problem is that they are unable to test according to needs. Cunclusions to be drawn is that there are quality deficiencies related to testing and requirements specification within the IT company. Part of the reasons behind the problems is the lack of structure and follow-up. Three action plans have been drawn up to address the problems. A follow-up plan has also been created, which includes both follow-up of statistical data and feedback from employees and customers. / Syftet med examensarbetet är att kartlägga, förklara, föreslå och följa upp lösningar på kvalitetsproblem inom ett litet växande It-företag, i ett försök att få kvalitetsbristkostnader att minska eller helt försvinna. I rapporten innefattas teori om förändringsledning, process- och kvalitetsledning, processmognad, agila arbetssätt, karaktäristiska drag för It-företag, projektverktyget DMAIC samt utmaningar för växande företag. Rapporten är en fallstudie som till övervägande del består av kvalitativa primära data. Data samlas in med hjälp av en kundenkät, samt observationer och intervjuer med medarbetare och ledning. Resultatet visar att organisationen brottas med kvalitetsproblem, som innebär att värdefull tid läggs på att arbeta med saker som inte hade behövts om de gjort rätt från början. Problemen ser något annorlunda ut beroende på vilken avdelning som granskas. På utvecklingsavdelningen, som arbetar med stora projekt över lång tid är det framför allt bristande kravspecifikationer från kunderna som är bekymret. På driftsavdelningen är den främsta problematiken att de inte hinner med att testa så som de hade önskat. Slutsatser som kan dras är att det inom det studerade It-företaget finns kvalitetsbristkostnader relaterade till testning och kravspecificering. En del av orsakerna som ligger bakom problemen är bristen på struktur och uppföljning. Tre handlingsplaner har upprättats för att komma till rätta med problemen. En uppföljningsplan är också skapad, som innefattar både uppföljning av statistisk och återkoppling från medarbetare och kunder.

Lean production determine the appropriate way to better workplace organization based on the elimination of various types of wasting, which only increase costs without adding customer value. It isn't important only implementation of lean production methods, but especially maintenance of lean principles and creating an atmosphere of continuous improvement. Lean production is the philosophy, which must be accepted by all em-ployees inside every company. It is the way to successful business in the 21st century. This thesis deals with the application of lean production in the selected company. The practical part describes the selected company, its history and manufacturing program. The next part is focused on description of the production center and its production layout. The result of this thesis is creating the product layout plan depending on the material flow and additional proposals for improvement.

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)

Made available in DSpace on 2016-06-23T12:15:51Z (GMT). No. of bitstreams: 2 12.pdf: 3444028 bytes, checksum: 73c0e8984bffa4bb547494ec30407d6f (MD5) license.txt: 1748 bytes, checksum: 8a4605be74aa9ea9d79846c1fba20a33 (MD5) Previous issue date: 2013 / Made available in DSpace on 2016-07-05T22:37:59Z (GMT). No. of bitstreams: 3 12.pdf.txt: 204813 bytes, checksum: 9eae4f603bf69f1c3e4907b919ce4332 (MD5) license.txt: 1748 bytes, checksum: 8a4605be74aa9ea9d79846c1fba20a33 (MD5) 12.pdf: 3444028 bytes, checksum: 73c0e8984bffa4bb547494ec30407d6f (MD5) Previous issue date: 2013 / A concorrência no setor farmacêutico é intensa e os produtos farmacêuticos possuem tempo de ciclo reduzido quando comparado com os grandes investimentos de P&D. Para concorrer neste setor, as indústrias estão sempre com foco em melhorar a eficiência dos processos de manufatura utilizando muitas vezes equipamentos complexos, modernos e automatizados com foco na produção para atingir as metas. Neste contexto, o objetivo deste trabalho é demonstrar o melhor controle da produção utilizando como base a metodologia de Manutenção Produtiva Total da Produção buscando a maximização da eficiência dos equipamentos e recursos disponíveis, utilizando várias ferramentas dentre elas a Overall Equipment Effectiveness (OEE) conhecida como eficiência global dos equipamentos de produção. Esta ferramenta permite monitorar o desempenho da linha de produção, identificar os principais gargalos, monitorar os índices de OEE, sugerir ações de melhoria no processo. Na análise de resultados do OEE ficou evidenciado que os setups, troca de máquina, representavam grandes desperdícios ao processo produtivo sendo então utilizado o SMED para redução destes tempos e conversão em tempos reais de produção. Também a utilização e implementação de outras ferramentas de apoio à implementação, manutenção e sustentação da produtividade como: trabalho padrão, análises de causa-raiz, guia de solução de problemas, criação de um conselho de OEE, educação e treinamento, Gemba, Kaizen, 5 s, trabalho padrão para liderança, controles visuais, reuniões de níveis de responsabilidade baseadas no sistema lean de gerenciamento de produção (Tier 1, Tier 2, Tier 3 e Tier 4). O conjunto destes resultados acaba aumentando o lucro, a produtividade e qualidade, reduzindo assim os custos para o setor farmacêutico possibilitando maior competitividade. Neste estudo ficou possível observar que com a implementação destas ferramentas de gerenciamento da produção transformou-se desperdícios envolvidos no processo em tempo real de produção. / The competition in the pharmaceutical industry is intense and the products have reduced life cycles when compared to the large investments in R&D. To compete in this sector is necessary to improve the efficiency of the manufacture processes often using complex, equipment, modern and automated with focus in the production to reach the goals. In this context, the objective of this work is to demonstrate better control of production basis in the use of Total Productive Maintenance seeking to maximize the efficiency of equipments using various tools among them the Overall Equipment Effectiveness. This tooling allows you to improve the acting of the production line, to identify the bottle mouths, monitor OEE index, and suggesting improve actions in the process. Related the results of OEE analysis have been demonstrated that setup represented major wast in the production process so that the tooling SMED was used to reduce the time of change on the machine and convertion on the productive time. Beyond use of OEE another tools are used to support the implementation, maintenance and support the productivity as standard work, root cause analysis, troubleshooting, creating of OEE Council, education & training, gemba, Kaizen, 5 S, leader standard work, visual control, tier accountability based on the Lean Methodology (Tier 1, Tier 2, Tier 3 and Tier 4). The group of these results ends up increasing the profit to the productivity, quality, and cost reduction to the pharmaceutical industry enabling greater competitiveness. In this study was possible to observe the implementation of managament production tooling that’s convert waste time in an production real time.

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>