Le but de cette étude longitudinale a été d'identifier les origines de l'attitude gagnante chez les élèves-athlètes d'un programme sport-études dans une école secondaire franco-québécoise pendant et après leur carrière sportive, d'en expliquer le développement et d'en comprendre le fonctionnement. Cette étude longitudinale, sur une période de 16 ans, suggère une explication théorique de l'attitude gagnante à partir des témoignages d'élèves-athlètes de pointe * (n = 10 en 1992 et n = 6 en 2008), de leurs parents (n = 10 en 1992) et de leur entraîneur (n = 7 en 1992). Puisqu'il s'agissait de bien saisir ce que tous les participants pensaient de l'attitude gagnante, les entrevues semi-structurées ont été un bon moyen pour réussir cette tâche. L'élaboration du modèle conceptuel de l'attitude gagnante a été possible grâce à l'approche de la théorisation ancrée (Glaser et Strauss, 1967; Corbin et Strauss, 2008), et a permis, entre autres, de mieux décrire l'attitude gagnante, d'examiner le rôle des parents et des entraîneurs lors de son développement, de mieux comprendre la dynamique de son fonctionnement pendant et après la carrière des élèves-athlètes, de clarifier l'évolution de leurs pensées, de leurs sentiments et de leurs comportements lors de leur retraite sportive, de constater s'il existe un transfert des acquis et, si c'est le cas, de vérifier comment ce transfert se manifeste chez les élèves-athlètes, une fois leur retraite sportive apprivoisée et engagés dans une nouvelle carrière. Tous les participants de cette étude ont perçu le concept de l'attitude gagnante et l'ont décrit comme étant un processus psychosociologique favorisant le développement d'un état d'esprit positif qui tend vers l'épanouissement du plein potentiel des athlètes par la pratique d'un entraînement mental, le tout s'échelonnant sur les cinq phases de leur évolution (initiation, intérêt, engagement, transition et transfert).*Dans cette étude les élèves-athlètes de pointe sont de niveau international ou finalistes aux championnats canadiens.

Brister i Trafikverkets inköpsprocess och materialförsörjningsprocess har lett till att de uppsatta målen för Leveransprecision från leverantör, Leveransprecision till kund, Servicegrad till kund och Framförhållningsmått de senaste åren inte har uppnåtts. Det finns i dagsläget otydlighet i ansvar och beslutsvägar inom processerna, skillnader i arbetssätt i olika delar av landet samt ett stuprörstänk som resulterar i dålig samordning och samarbete. Dessa aspekter har bidragit till att Trafikverket har tagit beslut att de bör genomföras en översyn av hur dagens arbetssätt, roller och befattningar inom inköps- respektive materialförsörjningsprocessen ser ut. Detta så att effektivare processer kan skapas i framtiden. Syftet med examenarbetet är att identifiera problemområdena inom arbetssätt, roller och befattningar inom ramen för Trafikverkets inköps- respektive materialförsörjningsprocess för tekniskt godkänt järnvägsmaterial. För att nå bästa resultat delades studien upp i två steg. Först steget bestod av en omfattande kvalitativ studie i form av en intervjustudie med 41 medarbetare med olika befattningar som arbetar i de båda processerna samt observationer vid olika möten för att identifiera problemområdena inom processerna. Utifrån dessa problemområden genomfördes en litteraturstudie inom aktuella vetenskapliga teorier som mynnade ut i förbättringsförslag för att effektivisera processerna samt vilka nyckeltal som skulle ingå i nyckeltalsanalysen, det andra steget i studien. Nyckeltalsanalysen bestod av en kvantitativ studie i form av att analysera om samband mellan olika nyckeltal finns genom att beräkna korrelationen mellan nyckeltalen i Excel. För få en insyn i hur den privata sektorn arbetar med roller och befattningar genomfördes även en intervju med en Lean-konsult. De övergripande problemen som identifierades på den centrala funktionen Inköp och Logistik var bland annat brister i förståelsen för hela processflödet, vissa brister i gemensamt arbetssätt inom befattningarna, låg grad av utrymme för diskussion av förbättringsförslag i vissa enheter, vissa brister i samarbete och kommunikation inom och mellan processerna samt antalet befattningar på Leverans och Logistik. Utifrån dessa problemområden genomfördes en litteraturstudie inom flödesorienterad organisation, arbetsrutiner och arbetsmotivation, kommunikation samt självstyrande team. Resultatet från studien rekommenderar Trafikverket att först identifiera kunden i varje delprocess och därefter skapa befattningar och roller som stöttar processerna. Förbättringsförslagen innefattar även att få medarbetarna mer delaktiga i utvecklingsarbetet, skapa utrymme för förbättringsarbete, tydligare kommunikationsvägar samt ta beslut om ett mer standardiserat arbetssätt vilket kommer leda till effektivare processer. Två förslag på antalet befattningar på de olika enheterna har tagits fram. Studien visar däremot att tydligare befattningsbeskrivningar och antalet befattningar inte är den primära lösningen på de problemområden som identifierats på Inköp och logistik i denna studie. Dock kan införande av bland annat procentfördelning, ansvar om förbättringsarbete samt kommunikationsvägar i befattningsbeskrivningarna bidrar till effektivare processer. Nyckeltalsanalysen gav resultatet att fokus rekommenderas att läggas på de inre processerna för att öka chanserna att uppnå de uppsatta målen. Genomförande av förbättringsförslagen från denna studie kommer leda till bättre kommunikation och samarbete inom och mellan inköp- och materialförsörjningsprocess vilket i sin tur kommer bidra till effektivare processer så att Trafikverket ökar sin chanser att nå de uppsatta målen i framtiden. / Deficiencies in Trafikverket's (The Swedish Transport Administration) purchasing and material supply processes has led to the goals of Delivery precision from the supplier, delivery to customers, service to customers and long-term planning measurement in recent years has not been achieved. There is an ambiguity in responsibility and decision-making within the processes, differences in the way of working in different parts of the country which results in poor coordination and cooperation. These aspects have led to that Trafikverket has decided to evaluate current way of working and roles and responsibilities in the purchasing and material supply processes in order to improve these processes. The purpose of this study is to identify problem areas in the way of working, roles and positions within the Trafikverket’s purchasing and material supply process for technically approved railway materials. The study was divided into two phases. The first phase consisted of a qualitative study in the course of an interview study with 41 employees in various positions involved in the both processes and observations at meetings to identify problem areas within the processes. Based on these problem areas, a literature review of relevant theories was conducted. The study resulted in improvement suggestions to streamline the processes as well as which KPIs would be included in the KPI analysis, the second phase of the study. The KPI analysis consisted of a quantitative study to examine to what extent there is a relationship between various KPIs by calculating the correlation between the KPIs in Excel. To get an insight into how it works with roles and positions in the private sector an interview with a Lean consultant was conducted. The overall problems identified at Trafikverket were among others; deficiencies in the understanding of the entire process flow, no decision of one way of working in the positions, not enough space to handle the proposed improvements, deficiencies in cooperation and communication within and between the processes and the number of positions in the departments Leverans and Logistic. Based on these problem areas, a literature study within the flow-oriented organization, work routines and work motivation, communication, and autonomous teams was conducted. The outcome of the study recommends Trafikverket to first identify the customer in each sub-process and then create positions and roles supporting the processes. The improvement suggestions also include getting employees more involved in development work, creating room for improvement, clear communications path and take decisions in a more standardized way of working which will lead to more efficient processes. Two alternatives for the number of positions in the different departments have been developed, but clearer job descriptions and the number of positions is not the primary solution to the problem areas identified at Trafikverket. However, among other things the introduction of; percent distribution, responsibility for improvement and communication paths in the job descriptions will contribute to more efficient processes. The result of the KPI analysis showed that the internal processes have to be improved to increase the possibilities of achieving the goals. Implementation of improvement suggestions from this study will lead to better communication and cooperation within and between purchasing and material supply processes, which in turn would contribute to more efficient processes, leading to that Trafikverket will increase its possibilities to reach their goals in the future

Assessing performance, quality, and excellence in services are critical topics in the literature. As such, this thesis evaluates aspects related to conceptualisations and measurement models across different disciplinary perspectives. This thesis develops, and validates a multiple-item scale for Modelling service excellence in the UK retail banking sector, according to the perceptions of customers. The scale development method follows Churchill’s (1979) well founded process, and is informed by Anderson and Gerbing’s (1988), and Rossiter’s (2002) guidelines. The model estimates whether the hypothesised antecedents are considered valid for identifying banks which provide excellent services. The findings reveal that reputation, rates, innovation, and technology significantly determine service excellence. This thesis was undertaken in a critical timing, between 2007 and 2012. During that time, the economy and particularly, the banking sector faced a major credit crunch and crisis of confidence in the sector per se. The crisis caused banks to rethink their competitive positioning by re-assessing their strengths (Akdag et al. 2011). Hence, initiating a differentiation between quality and excellence in services was essential. Overall, this thesis contributes to the literature by offering an integrated solution to assessing service excellence, from concept definition and differentiation, to scale development and validation. A new definition of services excellence is introduced and components of services excellence are identified. Hence, distinguishing between service quality and service excellence. Furthermore, the relationship between service excellence and its determinants is explored. Based on an updated set of antecedents and corresponding items, the measurement model provided in this thesis is considered as one of the best available options, realised by testing the postulated hypothesis and the alternative model testing.

This dissertation explores intersections of public relations and social media in the context of professional sports organizations. Specifically, this dissertation examines sports public relations practitioners’ perceptions of public relations, social media, the relationship between the two, and their organizational roles relative to both practice areas. This study explores the degree to which these practitioners have integrated social media into the organizational functions of public relations. With this, the purpose of this dissertation is to examine how social media have affected the practice of excellence in public relations within professional sports organizations in the U.S.

Thesis (MBA)--Stellenbosch University, 2002. / ENGLISH ABSTRACT: For the past two decades or so we have been witnessing the dawn of the information age. The technological revolution that typifies this era is proceeding at a rate unparalleled by the advances of previous eras. This technological advancement has spawned what is called the New Economy, where the currency is information and the watchword is speed. The New Economy is global, knowledge-driven, and highly competitive. It has forever changed the competitive landscapes of many industries, combined others into new industries, and has even created entirely new industries. The New Economy poses many new challenges for organisations that strive for excellence. Amongst other things, globalisation and rapid advances in technology are constantly raising performance level benchmarks on all fronts. This means that organisations striving for excellence have to be stable yet agile, lean, responsive, innovative, efficient, customer-focused, and profitable. In addition, the pressure on organisations to democratise the workplace brings its own challenges. One such approach for organising for excellence is the Beehive model where minimum levels of performance have to be attained in each of seven interdependent areas: strategy, structures, people capacity, business disciplines, stakeholder commitment, pay and incentives, and change leadership. Taken out of context, these practices will not produce the desired improvements in performance. They need to be treated as a system where the practices fit with and support each other. / AFRIKAANSE OPSOMMING: Vir ongeveer die afgelope twee dekades ervaar ons die aanbreek van die informasie tydperk. Die tegnologiese revolusie, wat 'n kenmerk is van hierdie era, gaan voort met 'n tempo ongeewenaard met die vooruitgang van vorige eras. Hierdie tegnologiese vooruitgang het voortgebring wat die Nuwe Ekonomie genoem word, waar die geldeenheid informasie en die wagwoord spoed is. Die Nuwe Ekonomie is wereldwyd, kennis aangedrewe, en hoogs kompeterend. Dit het die kompeterende landskappe van baie industriee vir ewig verander, ander in nuwe industriee kombineer en selfs geheel en al nuwe industriee geskep. Die Nuwe Ekonomie lewer vele nuwe uitdagings op vir organisasies wat na uitmuntenheid streef. Om maar een te noem veroorsaak globalisasie en vinnige vooruitgang in tegnologie 'n konstante styging in prestasie vlak hoogtemerke reg deur die industrie. Dit beteken dat organisasies wat na uitmuntenheid streef stabiel, tog ook behendig, reagerend, vernuwend, effektief, klient gefokus en winsgewend moet wees. Daarmee saam bring die druk op organisasies om by die werkplek te demokratiseer sy eie uitdagings. Een so benadering vir organisering vir uitmuntendheid is die Beehive model waar minimum vlakke van prestasie in elke sewe interafhanklike areas behaal moet word: strategie, strukture, menslike kapasiteit, besigheids dissipline, insethouer toegewydheid, betaling en prestasielone, en oorgangsleiding. Uit konteks sal hierdie praktyke nie die gewensde verbeterings in prestasie behaal nie. Dit moet as 'n sisteem behandel word waar die praktyke mekaar pas en ondersteun.

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The focus of this study is to suggest guidelines for the implementation of a character education program in high schools. It has become clearly evident, from the literature that character education is of cardinal importance for instruction and education. The breakdown of values in South Africa is leading to an increase in crime in the country, which will have far-reaching consequences if learner crime is not addressed. Character education could offer a possible solution and make learners realise the difference between "right" and "wrong" as well as to say "no" to drugs, alcohol, sex, gangs and other social problems. A literature study was done to highlight the nature and scope of behaviour problems in overseas schools as well as South African schools. There was also looked at the impact of violence on the culture of instruction and learning as well as the external and internal factors that can play a role in violence within schools. Furthermore, the concept of character education was investigated as well as character education as possible solution to behavioural problems in high schools. There was also looked at whether character education does indeed produce positive results. Different character education programs that have already been implemented successfully abroad were investigated. Smart & Good High Schools seem suitable for the South African situation and could easily be adapted to the circumstances of individual schools. This program ascribes to the view that the best high schools have two main objectives in common, namely: to help learners to become smart - in the multi-dimensional sense of intelligence - and to help them become good - in the multi-dimensional sense of moral maturity. It is, therefore, about excellence and ethics. Lickona and Davidson (2005) mention schools that are committed to both these objectives, Smart & Good High Schools. Guidelines for the implementation of a character education program arose from discussing the program. In order to determine in what areas character education are needed with learners; how parents evaluate the character education of the learners of the school; what teachers are presently doing to promote character education; and how the learners' values changed within the scope of six months, questionnaire surveys were used. Questionnaires were given to learners wherein they had to judge their own values and that of their fellow learners. Questionnaires were given to parents asking their opinions on the values currently displayed by learners of the relevant school; what parents would like see with the learners; the character traits of the learners; and which traits the school should promote. Questionnaires were also distributed to the teachers of the school to determine to what extent particular promising practices are being pursued to promote character education with learners. A test sample of Grade 8 to 12 learners also filled out a revised questionnaire to determine to what extent these practices were indeed being applied in the classroom. The primary objective of the survey was to determine the character education practices of a particular high school in the North-West Province and to suggest guidelines for the implementation of a character education program. The empirical survey aided in achieving this objective. Findings of some concern, within the scope of six months, related to the general deterioration in the behaviour/habits of the learners at the school, inter alia the number of learners who smoke, drink, are aware of those who use drugs as well an increase in learners who tested positive for HIV/AIDS. In addition, almost half the learners indicated that they find it difficult to say "no" to negative peer pressure. It has been concluded that character education in schools offer a definite solution and that such a program can be integrated effectively into the existing curriculum. / Thesis (Ph.D. (Education))--North-West University, Potchefstroom Campus, 2008.

RADAR is an excellence self-assessment tool which is commonly used to assess results and approaches in excellence models. It could also be used successfully in assessing the strategy formulation process in Dubai' s government. The Thesis is a qualitative research that deploys a case study approach to understand the role of RADAR techniques and practices, and how these can be used in assessing the Dubai Governement 's strategy formulation process, focusing on the justice and security sectors in general and the Dubai Police Force in particular. The researcher always attempts to answer particular questions about why and how RADAR informs and helps in assessing and controlling the strategy formulation process. The study obtained valid information from semi-structured interviews with 17 senior and middle government, security and Police staff members working in the Dubai Police Force, Civil Defense and Immigration Departments. Generally, the findings indicated that: Firstly, RADAR can be used successfully in these researched organisations and can be seen to be important in security assessment function when taking into consideration the cultural aspects of Dubai which are based on Arab and Islamic cultural values. Secondly, the strategy formulation process in Dubai Governement is affected widely by Islamic and Arab culture. Thirdly, the definition of 'citizen' is very complex as Dubai is a cosmopolitan city. This makes it difficult to cater to the stakeholders' needs in the strategy formulation process due to the diversity of the cultures of the different nationalities. Fourthly, the bureaucratic nature of managers in the public sector makes it difficult to deploy the excellence self-assessment tools as they tend to believe that assessment is merely criticism rather than that it supports continuous improvement. Finally, the leadership of Dubai Governement plays a crucial role in leading the strategic thinking and quality drive in both public and private sectors. The leadership vision is to cater to the cultural needs of the different nationalities living in Dubai and translate them into sound strategies.

Das Ziel dieser Dissertation ist es, einen umfassenden Blick auf die Qualitätsmerkmale von Unternehmen zu werfen. Dabei werden zwei verschiedene Ansätze verfolgt, verglichen und verbunden, um diese "Unternehmensqualität" zu erfassen. Es handelt sich dabei einerseits um ein in der Praxis weit verbreitetes Unternehmens-entwicklungsmodell, das EFQM Modell 2010 und andererseits um ein auf einer selbst durchgeführten Metaanalyse aufbauendes Modell. Diese Metaanalyse basiert dabei auf der wesentlichen wissenschaftlichen Literatur der letzten 10 Jahre im Bereich des allgemeinen beziehungsweise strategischen Managements. Dabei wurden insgesamt 249 Artikel analysiert und eingebracht. Aufbauend auf den Ergebnissen dieser Studie und dem EFQM Modell 2010 wurde eine quantitative Datenerhebung mit Hilfe eines Fragebogens durchgeführt (n=218). Die Ergebnisse dieser Erhebung zeigen, dass primär interne Faktoren die Performanceunterschiede zwischen Unternehmen erklären. Diese Aussage bezieht sich insbesondere auf komplexe Fähigkeiten wie organisationales Lernen, die Unternehmenskultur, die Flexibilität und die Ambidexterity des Unternehmens. Eine weitere Aussage dieser Arbeit ist, dass zwischen der wissenschaftlichen Literatur (den Ergebnissen der Metaanalyse) und dem EFQM Modell 2010 eine hohe inhaltliche Übereinstimmung besteht. Daraus lässt sich schließen, dass die Wissenschaft und die Praxis sehr ähnliche Ansichten betreffend den erforderlichen Qualitäten zur erfolgreichen Führung von Unternehmen vertreten.

This study investigates the impact of various ‘gifted and talented’ initiatives, brought in by successive governments in the UK since 1999. The research employs the Case Study method in an inner-city London primary school. Data gathered from semi-structured interviews with teachers, teaching assistants, pupils, parents and senior managers was analysed, using a thematic method. Documents including the School Development Plan, Ofsted reports and internal policies were also analysed, as well as lesson observations. A literature review encompassing both the history of ‘gifted and talented’ policy development and research on identifying and providing for ‘gifted and talented’ pupils revealed a notable lack of empirical research evidence as a basis for the policies. The emphasis on identifying ‘gifted and talented’ pupils in the policies, with less guidance about provision, possibly led practitioners to unfruitful and inaccurate directions. The research was contextualised by a review of the role of the Local Authority, in which the school was located, in implementing ‘gifted and talented’ policies. The importance of this diminishing role was confirmed. The challenge now is how to disseminate future initiatives, with no clear way to communicate with school leaders. The subsequent Case Study identified the strengths of the policies as raising awareness of the needs of this group of pupils, as well as finding a need for more professional development for teachers, which is unlikely to be met, since the policy was disbanded in 2011. Other findings showed that, whilst teachers have become more accepting of ‘gifted and talented’ policy, the lack of guidance about provision led to them using self-theories and professional experience to ensure ‘gifted and talented’ pupils have opportunities for challenge, with mixed success. More information, based on evidence-based research, needs to be made available to teachers to ensure they can provide effectively for this group of learners.