The goal of this diploma thesis named "Updating of The Quality Standards of Česká spořitelna, a.s." is to update The Quality Standards of Česká spořitelna in accordance with demands of customers. Standards are updated every two years to guarantee anticipated level of products and services. In diploma thesis I introduce starting-points for quality of services. In next part there is profile of Česká spořitelna, a.s. and some specific terms. The core of this diploma thesis is the aplication of Quality Function Deployment. Next parts include performance of research results and identification od critical points. Suggestion of improvement lead off the analysis.

Många projekt misslyckas pga. felaktiga krav. Detta kan komma sig av att systemutvecklarna har låg förståelse för kundernas verksamhet eller dålig kommunikation mellan systemutvecklare och kund. Så kravhantering är central för framgångsrika projekt. Samtidigt har vi gått in i en period med allt snabbare teknikutveckling och att allt fler system börjar användas tillsammans med andra system, så kallade system-av-system. Synergieffekten med system-av-system är stor vilket ytterligare förstärker trenden ytterligare. Detta försvårar systemarbete och kravhantering. Allt detta gäller i allra högsta grad också Försvarsmakten. Försvarsmakten använder sedan tidigare scenariostyrd verksamhetsanalys för att identifiera och dokumentera krav. Denna metod har dock svagt stöd för kravprioritering som i dag sker vid sidan om metoden. Detta arbete undersöker möjligheten att kombinera scenariostyrd verksamhetsanalys med delar av en annan välbeprövad metod för kravhantering och prioritering nämligen den japanska metoden Quality Function Deployment känd från tillverkningsindustrin. Utvärderingen sker genom en fallstudie där utfallet är tillräckligt lovande för fortsatta försök och metodutveckling.

O principal objetivo deste trabalho é avaliar a qualidade de um site de governo eletrônico. Para atingir essa meta, a pesquisa descreve a aplicação da ferramenta Quality Function Deployment, QFD, para melhoria da qualidade do site da Secretaria de Estado da Habitação de São Paulo, SH, e Companhia de Desenvolvimento Habitacional e Urbano, CDHU. CDHU é a empresa do governo do Estado de São Paulo responsável pela execução do plano de habitação de interesse social para o Estado. O QFD foi desenvolvido no Japão, na década de 60, para melhorar a qualidade de produtos industriais desde o projeto. Apesar disso, o foco deste estudo é sua aplicação para melhorar a qualidade do site, apresentando as adaptações necessárias ao modelo original e observando as possíveis limitações de sua aplicação para esse fim. Como ponto de partida para a pesquisa, foram realizadas entrevistas com os profissionais de informática da empresa, responsáveis pelo desenvolvimento e manutenção do site, com outros colaboradores que utilizam diariamente o site da companhia e com o ouvidor da CDHU. Essas entrevistas, juntamente com a revisão bibliográfica, formaram a base para a elaboração de um questionário para avaliar a percepção dos clientes da CDHU sobre o site. O questionário foi aplicado a mutuários da CDHU para captar a voz do cliente e construir a casa da qualidade, principal produto da aplicação do QFD. O QFD mostrou ser uma ferramenta útil para priorização das mudanças a serem feitas no site e para iniciar discussões sobre a necessidade de sistematizar rotinas de teste e de melhoria contínua do site, além da gestão do conteúdo. Este trabalho abrange os temas Qualidade da Informação e Governo Eletrônico e apresenta sugestões de melhoria para o site da SH/CDHU. / The main purpose of this study is to evaluate the quality of an e-government website. To achieve that goal, this paper describes the advantages of using the Quality Function Deployment (QFD) tool to improve the quality of Secretaria de Estado da Habitação de São Paulo, SH, and Companhia de Desenvolvimento Habitacional e Urbano, CDHU, website. CDHU is a governmental company of São Paulo state which is responsible for developing urban plans focused on low revenues families. QFD was developed in Japan, in the 60s, to improve the quality of industrial products from the project. Even tough the focus of this study is the use of such managerial tool as a website quality inducer, presenting the necessary adjustments to original QFD model and pointing out some possible limitations of such application. First of all, interviews were conducted with technology information professionals from CDHU, who are in charge for the website development and maintenance; with CDHU workers who access company website daily; and with CDHU ombudsman. These interviews along with bibliography review allowed the development of a questionnaire to evaluate CDHU customers perception on its site quality and performance. The answers captured the voice of the customer and were used to build the house of quality, main deliver of QFD. QFD demonstrated to be powerful tool to help prioritizing desirable changes in the website and also to start PDCA discussions about the site content management. This study covers the Information Quality and E-Government subjects and it also presents improvement suggestions to SH/CDHU website as an answer to clients willing and recommendations.

Managing the information flow within a big organization is a challenging task. Moreover, in a distributed decision-making process conflicting objectives occur. In this paper, artificial adaptive agents are used to analyze this problem. The decision makers are implemented as Classifier Systems, and their learning process is simulated by Genetic Algorithms. To validate the outcomes we compared the results with the optimal solutions obtained by full enumeration. It turned out that the genetic algorithm indeed was able to generate useful rules that describe how the decision makers involved in new product development should react to the requests they are required to fulfill. (author's abstract) / Series: Working Papers SFB "Adaptive Information Systems and Modelling in Economics and Management Science"

The ocean covers more than 70% of the earth¡¦s surface. Taiwan is surrounded by the sea. The defense of the coastal areas and territorial waters depends on the navy, and the navy must make use of various types of warships to exercise command of the sea and safeguard marine peace. With the development of science and technology, weaponry today is more complicated. In order to meet the demand for fighting, warships have higher particularity and complexity than commercial ships. So during the construction of warships we must control the quality of shipbuilding, and guarantee that every performance of a warship can match the demands of fighting, and reach the best result of fighting applications. Based on the government policy of "domestic construction of warships", and the downsizing program of the military. This thesis will start from documented discussions, according to the characteristics of warships¡¦ construction, and adopt the Analytic Hierarchy Process (AHP) to exploit multi-estimate criteria models of the naval supervisors and the shipyard operation system. Then calculate the weights of all the characteristics and use the Quality Function Deployment (QFD) to build up the house of quality. This study will combine the theoretical and actual experiences to discuss the relation between the demands of the customer (navy) and the shipyard operation system. Several recommendations have been made in order to improve overall performance of the domestic construction of warships. We hope that domestic shipbuilding corporations can do long-term planning and investment on the construction of warships. The navy can also perform warships¡¦ construction frugally and independently. In this way, the navy and the domestic shipbuilding corporations can understand each other better and get the best benefits.

The aim of this thesis is to propose a safety management framework for construction companies. A literature review was performed to identify significant factors that would improve safety performance. Two management tools are used within the scope of this study: the balanced scorecard and quality function deployment (QFD). Strategic goals are established for each perspective of the balanced scorecard: financial and cultural, employee, process and learning and growth. Afterwards, a questionnaire was prepared using the QFD approach. The goals in the financial and cultural perspective were defined as the needs of the organization related to safety (&ldquo / customer requirements&rdquo / in the original QFD approach). The goals in the remaining perspectives formed the actions that the organization could do to achieve its needs (&ldquo / product how&rsquo / s&rdquo / in the original QFD). Results of the questionnaire were used to form the final strategic goals in balanced scorecard. Safety performance measures and initiatives were defined for the accomplishment of the goals in the balanced scorecard.

Der Einsatz von Digital Mock-Up-Techniken (DMU-Techniken) ermöglicht es, die Produktentwicklung effizienter und effektiver zu gestalten. Das Ergebnis der Promotion stellt ein Quality Function Deployment-gestütztes methodisches Verfahren dar, mit dessen Hilfe DMU-Techniken in die Produktentwicklungsprozesse der Automobilindustrie eingeführt werden können. Das methodische Verfahren wurde innerhalb eines großen deutsch-amerikanischen Automobilunternehmens entwickelt. Vorteile des Einführungsverfahrens sind die geringeren Aufwendungen bei der Implementierung von DMU-Techniken. Weitere Vorteile des Einführungsverfahrens sind die strukturierte Dokumentation des Einführungsprozesses, die stringente Verwendung der Kundenanforderungen, die Konzentration des Expertenwissens auf einige wenige Visualisierungstechniken (House of Quality).

Thesis (doctoral)--Linköping University, 1996. / Includes abstract. Includes bibliographical references.

This process developed in this work, Strategy Optimization for the Allocation of Resources (SOAR), is a strategic planning methodology based off Integrated Product and Process Development and systems engineering techniques. Utilizing a top down approach, the process starts with the creation of the organization vision and its measures of effectiveness. These measures are prioritized based on their application to external world scenarios which will frame the future. The programs which will be used to accomplish this vision are identified by decomposing the problem. Information is gathered on the programs as to the application, cost, schedule, risk, and other pertinent information. The relationships between the levels of the hierarchy are mapped utilizing subject matter experts. These connections are then utilized to determine the overall benefit of the programs to the vision of the organization. Through a Multi-Objective Genetic Algorithm a tradespace of potential program portfolios can be created amongst which the decision maker can allocate resources. The information and portfolios are presented to the decision maker through the use of a Decision Support System which collects and visualizes all the data in a single location. This methodology was tested utilizing a science and technology planning exercise conducted by the Unites States Navy. A thorough decomposition was defined and technology programs identified which had the potential to provide benefit to the vision. The prioritization of the top level capabilities was performed through the use of a rank ordering scheme and a previous naval application was used to demonstrate a cumulative voting scheme. Voting was performed utilizing the Nominal Group Technique to capture the relationships between the levels of the hierarchy. Interrelationships between the technologies were identified and a MOGA was utilized to optimize portfolios with respect to these constraints and information was placed in a DSS. This formulation allowed the decision makers to assess which portfolio could provide the greatest benefit to the Navy while still fitting within the funding profile.

Thesis (M.S.)--Oregon State University, 2010. / Printout. Includes bibliographical references (leaves 121-126). Also available on the World Wide Web.