No description available.

Die gewaltigen Strukturveränderungen im Bereich des Gesundheitswesens, die in den letzten Jahren bereits erfolgten und die, die noch bevorstehen, zwingen Unternehmen, mit geplanten und gesteuerten Veränderungsprozessen die Voraussetzungen für eine kontinuierliche Anpassung an die neuen Gegebenheiten zu schaffen und somit ihre Zukunftsfähigkeit sicherzustellen. Vor diesem Hintergrund wird gezeigt, wie das Excellence-Modell der EFQM als Instrument für Veränderungsprozesse eingesetzt werden kann und es geeignet ist, Veränderungsziele zu definieren und die Zielerreichung zu bewerten. Referenzobjekt der Fallstudienanalyse, die einen Zeitraum von 13 Jahren umfasst, ist der Medizinische Dienst der Krankenversicherung Rheinland-Pfalz. Neben der Analyse und Darstellung von theoretischen Grundlagen wird an einem Unternehmen des Gesundheitswesens beispielhaft gezeigt, wie die Umsetzung in der Praxis unter Einsatz des EFQM-Modells erfolgen kann. Da das EFQM-Modell mit seiner Systematik unternehmensunabhängig eingesetzt werden kann, sind Lern- und Übertragungsmöglichkeiten strukturiert möglich. Es wird der Nachweis erbracht, dass sich das EFQM-Modell im Rahmen eines Management- und Qualitätssteue-rungsmodells als Universalmethode nutzen lässt, sofern das Management über die Kompe-tenz branchenspezifischer Anpassung verfügt. Auf dem Weg zu organisatorischer Excel-lence wird gezielt an Planungs- und Prognosetechniken des strategischen Managements (SWOT, Szenario-Analyse, Portfolio-Analyse) angeknüpft und auf das VRIO-Paradigma des Resource-based View Bezug genommen. Das EFQM-Modell wird dem Stresstest des ressourcenstrategischen Ansatzes unterzogen, um so zu zeigen, dass es sich beim EFQM-Modell um ein einzigartiges, schwer imitierbares, kaum zu substituierendes, organisatorisch verankertes und kundennutzen-stiftendes Er-folgspotenzial handeln kann. Die Arbeit liefert Impulse und konkrete Anregungen, die zu einem hohen managementprakti-schen Erkenntniszuwachs für den erfolgreichen Umgang mit dem EFQM-Modell und dem Einsatz von Qualitätsmanagementsystemen führen können. / The massive structural changes in our health care system, which already happened in the past few years and those, which are following, force companies to create the conditions for a continuous adapt to new circumstances. With the help of planned and controlled change processes they need to ensure their sustainability. Against this background, it is shown how the Excellence Model of the EFQM can be used as a tool for change processes and is suitable to define and evaluate goals of change. Reference object of the case study analysis, which covers a period of thirteen years, is the medical service of health insurance in Rhineland-Palatinate. In addition to the analysis and presentation of theoretical principles it is demonstrated with the help of a German health care organization, how the implementation in practice can be performed by using the EFQM model. The EFQM model can be used in each company, regardless of its classification. Therefore it is possible, to transfer the model in a structural way to any other organization. In the context of a model for management and quality control, it is demonstrated that the EFQM model can be used as a universal method, in case the management has the authority of industry-specific adaptation. On the way to organizational excellence, planning and forecasting techniques of strategic management (SWOT, scenario analysis, portfolio analysis) as well as the VRIO paradigm of resource-based view are used. Therewith the EFQM model is subjected to the stress test of the resource-strategic approach. It is shown that the EFQM model is a unique, difficult imitable, barely substituting, organizationally anchored and customer value-creating potential for success. The paper provides impulses and concrete suggestions that can lead to a high increase in knowledge for using the EFQM model and it shows how to successfully deal with quality management systems.

Syftet med detta examensarbete var att ta fram en modell för att attrahera innovationsmöjligheter till Munktell Science Park i Eskilstuna. Detta gjorde författarna genom att från befintliga teorier deducera fram en hypotetisk modell. Modellen används inte för att skapa innovationer utan för att hitta komplexa problem. Det är lösningarna på de komplexa problemen som i sin tur kan vara innovationerna. Därför har vi kallat de komplexa problemen för innovationsmöjligheter.

This dissertation is oriented around two moral ideals. The first is equality and the second perfection or excellence. In the chapter 2 I review some of the literature on the seemingly devastating ‘Levelling Down Objection’ to equality. I am in agreement with Larry Temkin that the Levelling Down Objection is true only if we believe that ‘person-affecting’ value, more specifically, welfare, is the only thing that matters in the moral universe. Hence, the Levelling down objeciton is premised on the truth of an undefended, highly contentious monism about value The purpose for introducing the Levelling Down Objection in chapter 1 is made clear in chapter 3, where I suggest a new problem for egalitarians. Equality is a comparative relation holding between people. Relations are not properties, and, since it is widely assumed that value supervenes exclusively on properties, we need to show how a relation could be of value. It is crucial to be able say how this could be the case. However, this issue has, to the best of my knowledge, not been addressed in the literature on equality. If we cannot answer this quesiton then the value of the equality relation must reduce to the value of its relata. I try to offer a framework which at least goes as far as demonstrating that this need not be true. Chapters 4 and 5 deal with the value of perfection. I offer a careful reading of the work of an important defender and an important critic of this ideal, the former being Immanuel Kant and the latter being Jean-Jacques Rousseau. The aim of these two chapters is twofold; firstly, I show that the value of perfection consists in the development and cultivation of our capacities for rationality. Secondly I show how perfectionism illuminates the importance of culture and the arts. In the final chapter I bring the insights of this dissertation together in order to address a practical question; whether there are egalitarian reasons to support the arts.

In 2007 nonprofits became eligible to apply for the Malcolm Baldrige National Quality Award (MBNQA) and the state-level Baldrige-based Texas Award for Performance Excellence (TAPE). There exists minimal research on quality management frameworks to guide performance excellence in nonprofits and there is a lack of understanding regarding the applicability and utility of the MBNQA and TAPE Criteria as a framework for performance excellence for nonprofit organizations. This study looks at how one nonprofit organization deployed the TAPE Criteria framework across the organization and the extent to which organizational learning resulted and was integrated across the organization. The qualitative case study utilized naturalistic inquiry methodology to chronicle situational themes and relationships that emerged during the organization's year-long process of preparing an application for the TAPE. The study took place in a natural setting and the researcher was immersed in the organization's experience as a participant-observer assisting with developing the application. Data collection methods included direct observation, interviews, and document analysis. The case study approach provided a context and perspective for other nonprofit entities seeking to assess and improve performance. The TAPE Criteria framework is a systematic and structured approach to improving performance excellence and its methodologies are repeatable and based on facts and data. Leaders recognized the value of assessing the organization's current condition in a holistic manner, yet they distinguished and used only those parts of the Criteria that they found meaningful and effective. Leadership viewed the TAPE Criteria in light of how it could support its mission success, rather than supplanting management practices that had historically achieved organizational goals that met or exceeded customer needs and expectations. The results of the study are relevant and may assist nonprofit executives and administrators in applying and utilizing Baldrige-based improvement methodologies. The information gleaned from the study will help administrators of the TAPE to improve the usefulness and functionality of the framework across all business arenas. TAPE administrators should benefit from the research as it provides information on how individuals experienced and learned the taxonomy of the framework.

Published Article / Globally, tourism is increasingly referred to as the world's biggest industry. As tourism increases, so does consumer demand for quality. Superior customer service may be viewed as one of the most effective strategies for tourism destinations to create and maintain a sustainable competitive advantage. The primary goals of this article are to:•Describe the current satisfaction levels of international and domestic tourists to the Sol Plaatje Municipal Area in terms of service quality; •Describe the perceptions and experiences of role-players in the local tourism industry regarding service excellence; and •Make recommendations to improve service quality in the Sol Plaatje area where applicable. The findings of this study revealed the following:•Although the majority of tourists (83.4% of domestic and 93.8% of international tourists) were generally satisfied with the service they received, there are specific areas requiring urgent attention for service levels to improve. •A large number of local role-players (50%+) representing the tourism industry in the region believe that service delivery must improve substantially within accommodation establishments, the transportation sector, restaurants (including coffee shops) and tourist attractions. The major contribution of the research study lies in the fact that the findings and recommendations will be beneficial to tourism stakeholders in their efforts to provide tourists with the best holiday and/or business experience at their respective tourist destinations.

Mémoire numérisé par la Direction des bibliothèques de l'Université de Montréal.

在全球化與科技的衝擊下，使現今組織面對更競爭的環境與挑戰。如何預測變化與保持其競爭優勢對組織而言相當重要且緊急。而外部環境變化快速也使得財務組織結構遭受到巨大的改變，尤其針對資源共享組織。現在組織資源遇到的三個挑戰。第一個是價值創造，如何在經濟、社會、科技的影響下創造價值。第二個挑戰是價值傳遞，透過何種管道來傳遞價值並符合組織需求。第三個挑戰是人力資源專業的問題，如何運用專業來引導組織朝向更具競爭力的方向。因此，我們可以清楚意識到, 如何創造組織價值對公司而言, 是非常重要且迫切，特別是對資源共享組織而言。資源共享的想法是結合資源到一個國家，由那個國家來提供地區的服務以達到經濟規模效應。 此論文採個案研究，藉由惠普公司之資源共享組織，來探索資源共享組織如何創造出價值。 本文結構如下： 第一章探討現今的環境與對組織的衝擊。 第二章舉出相關共享資源組織(功能性、資源共享) 文獻。 第三章為此研究之方法論，主要是以個案研討為主，藉由個案來了解他們如何規劃與執行共享組織並營造價值。 第四章為個案討論與分析。 第五章為個案變革建議及結論。 / Nowadays, organizations are facing more competitive environment under the impacts of globalization and rapid technology innovation. How to respond, forecast and keep the competitive advantage and position become very important and urgent for enterprises to figure out. That impacts to Finance / Accounting as well. The first challenge is value creation. In order to create value in global economy, management executive must understand clearly the confluence of economic, social, and technological forces that drive industry competition. The second challenge is value delivery. It becomes more urgent and vital for to demonstrate its tangible impacts by aligning with and driving the issues critical to business to deal with the pressing need. The third challenge is living value for profession (Wright & Snell, 2005). Finance professional has to rediscover that they are not just order takers or implementers, but are guardians of organizations. Therefore, how to create more added-value becomes a very popular topic among Finance fields especially for share-serviced organizations nowadays. Shared services is the idea that integrating resources in one place to reach economic of scale and serve the rapid change to all countries of multi-national enterprise in various regions. This dissertation takes a qualitative approach to explore how shared-service organizations create their value by selected case study of multi-national organizations, Hewlett-Packard. The main focus of this dissertation is to provide discussion on how to structure and implement Finance role and responsibilities under the shared service organizations. There are three objectives in this dissertation. The first objective is the impacts on structure. The second objective is the impacts on Finance role and value creation. The final objective is delivery channel. Through the case study of the shared-service organization at Hewlett-Packard (HP), it enables us to have more understanding how HP creates her organization value and the impacts on resources structure and their roles in organizations.

On September 15, 2008, Lehman Brothers filed for bankruptcy causing the meltdown of the fourth-largest American investment bank that shocked the financial industry and caused major damage to the world’s economy. This paper examines the situation leading to the bankruptcy of Lehman Brothers and identifies the key publics in the financial crisis. In addition, this paper examines the communications and relationships Lehman Brothers had with its key publics during the crisis from the perspective of the Excellence theory. The facts and evidence of the case of Lehman Brothers’ bankruptcy that are presented in this paper are sourced from news releases, congressional hearing reports, examiner’s reports on Lehman Brothers’ bankruptcy filing, Lehman Brothers’ earning reports, conference calls, and press releases. Finally, this paper will provide recommendations on dealing with crises based on Excellence theory and the opinions of public relations practitioners. / text

This research aims to 1) analyse the key roles and activities performed by foreign MNC subsidiaries in Japan, and 2) investigate the key factors leading to the creation of centres of excellence among those subsidiaries.We surveyed 134 MNC foreign subsidiaries in Japan and identified three key areas for the formation of centres of excellence in Japan. The first is the continuous expansion of R&D activities; the second is the integration of R&D processes and functions within the rest of the MNC; the third is subsidiary linkage with external suppliers. Whilst we have many in-depth studies of multinational MNC activities in markets outside of Japan, fewer investigate foreign MNC activities in Japan. Our study has practical implications for senior management of multinational MNCs who intend to start up or expand operations in the Japanese market.In summary, centres of excellence in Japan need to have all-round balanced capabilities with strong competence in the R&D area.