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This dissertation investigated the development, implementation, and evaluation of a management methodology founded on the alignment among the strategy, performance, and customer to bring value to any organization. A case study/action research in a service organization, called Institution "Z," provided the opportunity to assess the effects of the proposed Six Sigma Scorecard (SSS) methodology in the productivity indicators (measured by cycle time, line capacity, and number of errors). The Case study/action research was conducted in three phases: Model and Concepts Design, Data Collection, and Findings. During the research, validity was pursued by using triangulation and theory to help maintain the case under research control. The observation of the SSS methodology in a real organization allowed the researcher to describe the merging process between Balanced Scorecard and Six Sigma methodology and their relationships to each other. The SSS methodology allowed identification of improvement projects that contribute to organizational strategy, implementation of strategies and provide feedback to the top level of management establishing alignment at three organizational levels - corporate, business, and functional. The results of the implementation of the SSS methodology in Institution Z showed a 40% improvement of the cycle time of the auto credit process, a 500% increase in the capacity of the process, and 65% decrease in the number of non-added value activities. During the same period of time, the BSC indicators showed a positive impact, specifically one financial indicator known as Level of Intermediation or GIC grew from 30% to 42% as it was expected by the end of the SSS implementation. The demonstration of the SSS framework in a Case study justifies the need for a combined methodology that aligns strategy, performance improvement and organizational outputs in a feedback loop. More research in this area is needed, especially investigations that include assessment studies where different management approaches are used alone and combined with strategic tools, and investigations that measure the relationship between level of coherence in the three merging points of the SSS and the results reached at the performance of the organization.

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Thesis (MBA (Business Management))--Stellenbosch University, 2008. / ENGLISH ABSTRACT: The South African Government has set a target to halve poverty and unemployment by 2014. In an attempt to achieve this target a number of projects were initiated, one of which is the National Tooling Initiative (NTI). Local structures were established to encourage co-operation and competitiveness among the Small Micro and Medium Enterprises (SMMEs) by using the cluster concept. Consequently the Western Cape Tooling Initiative (WCTI) was formed to focus on and address the needs of the toolmakers in the Western Cape. It was highlighted during the interview with the Chief Executive Officer (CEO) of the WCTI that some of the toolmakers are limited in terms of the size of orders they could handle due to lack of capacity. Discussions and research showed that in addition to the cluster initiative, a model such as the Order Fulfilment Process (OFP) could be used to encourage toolmakers to play a role in the activities within the OFP which they are strong in and collectively tender for contracts which they cannot fulfil on their own. Coupled to the OFP, it was decided that activity based costing would be used to assist with the cost allocation of the activities along the OFP. Furthermore, some of the activities within the OFP would be centralised i.e. order taking and invoicing, while others would be decentralised i.e. manufacturing and distribution. The research study showed that although the office of the WCTI is fully established, there is a need to better understand and analyse the actual state of the toolmakers, their profile and capability. Once this information is available, the WCTI would be in a better position to make meaningful decisions about the appropriate plan of action. Concurrently, the WCTI need to also learn about the business opportunities that are available to the toolmakers and begin to exploit them. The aim of the study was to help improve the performance of the toolmakers through co-operation by using the order fulfilment process model complemented by activity based costing. The objective of the research project was to develop a framework that should be used by the WCTI to encourage co-operation among the toolmakers to improve their competitiveness. / AFRIKAANSE OPSOMMING: Die Suid-Afrikaanse regering het aan hulself die doelwit gestel om teen 2014 armoede en werkloosheid te halveer. In ‘n poging om hierdie doelwitte te bereik, is ‘n aantal projekte van stapel gestuur, waarvan die “National Tooling Initiative” (NTI) een is. Plaaslike strukture is gevestig om samewerking en mededinging aan te moedig tussen die klein-, mikro- en medium- sake-ondernemings (SMMEs) deur die gebruik van ‘n groeperingskonsep. Gevolglik is die “Western Cape Tooling Initiative” (WCTI) tot stand gebring om te fokus op die behoeftes van die gereedskapmakers in die Wes-Kaap en hul behoeftes aan te spreek. In ‘n onderhoud met die Hoof Uitvoerende Beampte van die WCTI is aandag daarop gevestig dat sommige van die gereedskapmakers beperk word in terme van die grootte van bestellings wat hulle kan hanteer as gevolg van hul gebrek aan kapasiteit. Gesprekke en navorsing het getoon dat ‘n model soos die bestellingvoltooingsproses (Order Fulfilment Process (OFP)) gebruik kan word om gereedskapmakers aan te moedig om ‘n rol te speel in die aktiwiteite binne die OFP waarin hulle sterk is en gesamentlik tenders in te dien vir kontrakte wat hulle nie op hulle eie kan hanteer nie. Tesame met die OFP, is daar besluit dat aktiwiteitsgebaseerde kosteberekening gebruik sou word om te help met die bepaling van koste-allokasie van die aktiwiteite binne die OFP. Verder sal sommige van die aktiwiteite van die proses gesentraliseer word, naamlik die neem van bestellings en fakturering, terwyl ander gedesentraliseer sou word, naamlik vervaardiging en verspreiding. Die navorsingstudie het getoon dat, alhoewel die kantoor van die WCTI ten volle gevestig is, daar steeds ‘n behoefte bestaan om die werklike toestand van die gereedskapmakers, hulle profiel en kapasiteit te begryp en te ontleed. Wanneer hierdie inligting beskikbaar is, sal die WCTI in ‘n beter posisie wees om betekenisvolle besluite te neem rakende die gepaste plan van aksie. Verder moet die WCTI ook hulself vergewis van die sakemoontlikhede wat vir die gereedskapmakers beskikbaar is en dit begin benut. Die oogmerk van die studie was om die werkverrigting van die gereedskapmakers deur samewerking te verbeter deur middel van die OFP wat ondersteun word deur aktiwiteitsgebaseerde kosteberekening. Die doel van die navorsingsprojek was om ‘n raamwerk te ontwikkel wat deur die WCTI gebruik kan word om samewerking onder die gereedskapmakers aan te moedig en hul mededingendheid te verbeter.

<p>Tematika disertacije obuhvata projektovanje, izradu i karakterizaciju pasivnih induktivnih RF komponenti u PCB i LTCC tehnologiji, kao i poboljšanje njihovih performansi. Izvršena je i karakterizacijarazličitih tipova dielektričnih i feritnih&nbsp; LTCC materijala koji su korišćeni za izradu komponenti. Ukupno je projektovano i izrađeno 37 struktura, 14 induktora i 23 transformatora. Na poboljšanje karakteristika projektovanih struktura, koje se ogleda prvenstveno u povećanju induktivnosti zavojaka, uticalo se izradom projektovanih struktura na supstratima izrađenih od različitih materijala, supstratima formiranih od kombinacije materijala različitih karakteristika, redizajnom osnovnih (polaznih) geometrija struktura i optimizcijom parametara LTCC postupka izrade.</p> / <p>Topic of this theases focuses on design, fabrication and characterization of industive passive RF components in PCB and LTCC technology, as well as on improvement of their performances. Characterization of different types ofdielectric and ferrite LTCC materials that were implemented for component fabrication was also performed. In total, 37 structures were designed and fabricated, of those 14 are inductor structures and 23 are transformers. Performance improvement of designed structures that is manifested through increase of inductance value of structures windings implied fabrication of designed components on substrates formed from different materials, or from combination of two or more materials with different properties, redesign of original design and optimization of LTCC fabrication process parameters.</p>

Além do fato de as organizações se encontrarem em ambientes turbulentos com rápidas e radicais mudanças, soma-se a importância que se tem dado à questão da implementação das ações estratégicas nas empresas. Assim justifica-se uma análise mais cuidadosa para entender como as empresas podem buscar a implementação bem sucedida de suas ações de melhoria e mudança, alinhando-as e integrando-as aos seus objetivos e metas estratégicos. Para tratar essa questão, esta pesquisa propõe uma sistematização para o processo de gestão de melhoria e mudança de desempenho. Entretanto, agir não significa simplesmente mudar, mas sim tomar ações para a melhoria e mudança na direção que a própria empresa escolheu para seguir, ou seja, sua estratégia. Porém, para uma efetiva gestão da implementação da estratégia, a organização deverá ter um sistema para avaliação e medição do seu desempenho. Dessa forma, este trabalho está estruturado, inicialmente, com uma discussão teórica sobre os temas estratégia, gestão de melhorias e mudanças e medição do desempenho organizacional. Com o embasamento teórico, é realizada uma proposta de um modelo para a gestão de melhorias e mudanças estratégicas, que é detalhada em processos e atividades. Com o objetivo de analisar o caráter prático dessa proposta conceitual, foi desenvolvido um estudo de caso em uma empresa considerada “caso de sucesso" em seu processo de gestão de melhoria. Pôde-se notar a importância de se ter um processo estruturado e sistematizado para gerenciar a melhoria e mudança, entretanto, o desenvolvimento desse processo deve assumir a realidade e entender as características particulares de cada empresa / Besides the fact of organizations finding themselves in a turbulent environment with fast and radical changes, the importance they have given to the subject of strategic actions implementation is becoming higher. Then, it has justified a more careful analysis to understand how companies can reach a successful implementation of their improvement and change actions, aligning and integrating them into their objectives and strategic goals. To treat that subject, this research proposes the systematization to the process of performance improvement and change management. However, acting does not simply means changing, but taking actions in order to reach improvement and change in the direction chosen by the own company, in other words, their strategy. However, for an effective management of the strategy implementation, the organization should have a performance evaluation and measurement system. In that way, this work is based, initially, on a theoretical discussion about themes like strategy, improvements and changes management and performance management. After this, a model of improvement and strategic change management is proposed, which is detailed in process and activities section. A case study was developed within a company considered “success case" with the objective of analyzing the practical character of this conceptual proposal. It was noticed the importance of having a structured and systematized process to manage improvements and changes. However, the development of this process should assume the company’s reality to understand its peculiars characteristics

Made available in DSpace on 2016-04-29T13:18:19Z (GMT). No. of bitstreams: 1 Sueli de Sousa Amaral.pdf: 756402 bytes, checksum: 669f9d4035c44c24984ff0d6949bacb3 (MD5) Previous issue date: 2010-06-17 / The present study had the purpose to verify if a report request from a therapist s verbal report classes on ongoing clinical counseling could affect his performance on future therapeutic sessions, as suggested in literature. Therefore, a procedure from an early study was replied apart from changes on the response classes investigated. One psychology therapist and one client participated in this study and 11 counseling sessions were recorded on video. The therapist s verbal responses were categorized according to the Multidimensional System For Coding Behaviors In Therapist-Client Interaction and measured by occurrences. The therapist s verbal responses were requested after the fourth and eighth sessions concerning previous sessions and categorized as analysis reflexion request and recommendation. The results confirm the replied study suggesting that reports request can modify the therapist behavior in future sessions. It was identified a low correspondence between observed and reported verbal responses differently from previous study. The research line seems relevant for providing knowledge regarding the verbal processes that interfere on therapists behavior when submitted to supervision sessions and probably the clients behavior in counseling sessions / O presente de estudo teve como objetivo verificar se a solicitação de relatos sobre classes de respostas verbais de um terapeuta em atendimento clínico pode afetar seu desempenho em sessões terapêuticas posteriores, como sugerido na literatura. Para tanto, foi replicado o procedimento de um estudo anterior alterando-se as classes de respostas investigadas. Participaram deste estudo um terapeuta e um cliente e foram registradas em vídeo 11 sessões de atendimento. As respostas verbais do terapeuta foram categorizadas segundo o Sistema Multidimensional de Categorização de Comportamentos na Interação Terapêutica e mensuradas por ocorrência. Respostas verbais do terapeuta foram solicitadas, após a quarta e a oitava sessões, referentes a classes de respostas verbais observadas em sessões anteriores e categorizadas como solicitação de reflexão de análise e recomendação. Os resultados corroboraram o estudo replicado sugerindo que a solicitação de relatos pode alterar o comportamento do terapeuta em sessões futuras. Observou-se uma baixa correspondência entre as respostas verbais observadas nas sessões e as relatadas pelo terapeuta, diferentemente do estudo replicado. Esta parece ser uma linha de pesquisa relevante, por produzir conhecimento sobre os processos verbais que interferem no responder de terapeutas quando submetidos a sessões de supervisão, e possivelmente de clientes em sessões terapêuticas

Organizational failure in Christian schools is a common phenomenon affecting millions of families in the United States. In the past 2 decades alone, more than 200 Christian schools closed each year; and many continued to struggle for survival. This trend presented significant challenge for the sustainability of faith-based schools that serve over 10% of grade-level students in the country. The purpose of this study was to examine internal and external factors impacting the performance of Christian schools and analyze existing theories of institutional effectiveness leading to the development of a sustainable framework. The research question addressed what type of organizational change and performance improvement model is suitable for Christian schools. A total of 32 participants from 5 schools with roles varying from students, alumni, parents, teachers, administrators, board members, and industry experts were interviewed using purposeful sampling method based on their demonstrated leadership capacities. Grounded theory was used for data analysis in categorizing responses using keywords, and synthesizing functional themes that lead to generate the theoretical framework. The result of the study was manifested as The CONCORD Model, featuring an integration of the core attributes of efficacy including academic excellence, visionary leadership, streamlined business processes, socio-cultural diversity, dynamic resource development, and community outreach and networking initiatives. The outcome of the study fills a void in existing literature by presenting a sustainable model for organizational leadership, strategic management, and efficient operations for Christian schools. The model can also be extended to serve transformational initiatives in related nonprofit institutions to impart positive social change and a brighter future for communities that value faith-based education and service for the common good.

Lack of effective organizational culture and poor cultural integration in the corporate group affect organizational performance and decrease shareholders return. The purpose of this exploratory case study was to explore successful strategies that one corporate group used to establish an effective organizational culture to improve performance. The Denison organizational culture model served as the conceptual framework for the study. A purposive sample of 20 senior managers from a corporate group in Ethiopia participated in semistructured face-to-face interviews. The selected participant met the criteria of a minimum 5 years of experience with successful strategies in establishing an effective organizational culture in the corporate group. The interview data were transcribed, categorized, and coded; they were subsequently member checked and triangulated to increase the trustworthiness of interpretations. The findings included a well-defined mission that attributed to developing shared understanding between employees and managers, and employee-focused leadership that contributed to motivating employees. Core corporate value findings included the well-being of the society through self-regulated corporate social responsibility. The findings identified in this study could have potential for economic growth in the local economy and may contribute to social change with strategies business managers may use to sustain their business and improve the life standards of employees and the local community.

Pirmojoje darbo dalyje atlikta Bendrojo vertinimo modelio taikymo viešojo sektoriaus organizacijose analizė teoriniu požiūriu: išnagrinėtas visuotinės vadybos kokybės principų taikymas didinant viešojo sektoriaus efektyvumą, kokybės vadybos metodų taikymas viešajame administravime, Bendrojo vertinimo modelio samprata ir struktūra. Antrojoje darbo dalyje: išnagrinėtas Bendrojo vertinimo modelio taikymo Lietuvos viešojo sektoriaus organizacijose plėtra; išanalizuoti Bendrojo vertinimo modelio diegimo 2011 metais Kauno rajono savivaldybės administracijoje rezultatai; sudaryta Kauno rajono savivaldybės administracijos veiklos vertinimo pagal Bendrojo vertinimo modelio kriterijus metodika; atliktas Kauno rajono savivaldybės administracijos veiklos vertinimas pagal Bendrojo vertinimo modelio kriterijus; palyginti skirtingų metų Kauno rajono savivaldybės administracijos veiklos vertinimų pagal Bendrojo vertinimo modelio kriterijus rezultatai. Trečiojoje darbo dalyje pateiktos silpnosios Kauno rajono savivaldybės administracijos veiklos sritys ir iš jų kylančios veiklos administravimo problemos, identifikuoti Kauno rajono savivaldybės administracijos veiklų valdymo hierarchiniai lygiai, pasiūlytas Kauno rajono savivaldybės administracijos veiklos tobulinimo planas. Praktinė darbo reikšmė: identifikuotos Kauno rajono savivaldybės veiklos problemos. Nustatyta, jog Kauno rajono savivaldybės administracijoje nėra užtikrinta komunikacija tarp politinio – administracinio – vykdančiojo... [toliau žr. visą tekstą] / In the first part of the work of the Common Assessment Framework of public sector organizations in terms of theoretical analysis: examination of general quality management principles to increase public sector efficiency, quality management methods in public administration, the Common Assessment Framework and the concept of structure. In the second part, examined Common Assessment Framework application Lithuanian public sector organizations in the development, to analyze the implementation of the Common Assessment Framework in 2011, Kaunas District Municipality results of up Kaunas District Municipality performance assessment under the Common Assessment Framework criteria methodology performed Kaunas District Municipality performance evaluation by Common Assessment Framework criteria to compare different years Kaunas district Municipality veiklosvertinimų from Common Assessment Framework test results. The third part of the weak Kaunas district municipality administration activities and their resulting performance management problems, identify the Kaunas District Municipality hierarchical management levels, the proposed Kaunas District Municipality performance improvement plan. Practical significance: Kaunas District Municipality identified performance problems. It was found that the Kaunas District Municipality does not guarantee communication between the political - administrative - operational level, it is a lack of administrative cooperation heads of structural divisions of... [to full text]