No description available.

No description available.

Made available in DSpace on 2014-06-11T19:26:17Z (GMT). No. of bitstreams: 0 Previous issue date: 2011-05-07Bitstream added on 2014-06-13T18:29:54Z : No. of bitstreams: 1 vieira_am_me_bauru.pdf: 954856 bytes, checksum: 77ed8fc0cea886a483add805e88b0aa2 (MD5) / Coordenação de Aperfeiçoamento de Pessoal de Nível Superior (CAPES) / O processo de melhoria contínua nas organizações é uma premissa para a sobrevivência e competitividade no mercado atual. Neste contexto, os Sistemas de Gestão da Qualidade surgem como importantes instrumentos para o desempenho das empresas e dos Arranjos Produtivos Locais (APLs). O objetivo principal desta dissertação é desenvolver uma proposta de diretrizes para desenvolvimento coletivo de melhoria contínua em Micro, Pequenas e Médias Empresas (MPMEs) industriais que atuem em APLs. A proposta foi desenvolvida por meio do referencial teórico e subsidiada com elementos de um estudo de caso, o que permitiu seu desenvolvimento com conceitos que podem influenciar de forma positiva sua efetiva implantação. Como resultado, a proposta de diretrizes está estruturada em seis etapas: Preparação, Diagnóstico do APL, Diagnóstico das empresas, Implantação, Auditoria e Avaliação / The process of continuous improvement in organizations is a precondition for the survival and competitiveness in the market today. In this context, the Quality Management Systems emerge as important tools for the performance of business and Local Productive Arrangements (APLs). The main objective of this dissertation is to develop a proposal guideline for developing collective of continuous improvement in Micro, Small and Medium Enterprises (MSMEs) that act on APLS industrial. The proposal was developed through theoretical and subsidized with elements of a case study, which allowed her to develop concepts that can positively influence their effective implementation. As a result, the proposal guidelines is structured in six steps: Preparation, APL Diagnostics, Diagnostics enterprises, Implementation, Audit and Evaluation

Orientador: Otávio José de Oliveira / Banca: Mateus Cecílio Gerolamo / Banca: Fernando Bernardi de Souza / Resumo: O processo de melhoria contínua nas organizações é uma premissa para a sobrevivência e competitividade no mercado atual. Neste contexto, os Sistemas de Gestão da Qualidade surgem como importantes instrumentos para o desempenho das empresas e dos Arranjos Produtivos Locais (APLs). O objetivo principal desta dissertação é desenvolver uma proposta de diretrizes para desenvolvimento coletivo de melhoria contínua em Micro, Pequenas e Médias Empresas (MPMEs) industriais que atuem em APLs. A proposta foi desenvolvida por meio do referencial teórico e subsidiada com elementos de um estudo de caso, o que permitiu seu desenvolvimento com conceitos que podem influenciar de forma positiva sua efetiva implantação. Como resultado, a proposta de diretrizes está estruturada em seis etapas: Preparação, Diagnóstico do APL, Diagnóstico das empresas, Implantação, Auditoria e Avaliação / Abstract: The process of continuous improvement in organizations is a precondition for the survival and competitiveness in the market today. In this context, the Quality Management Systems emerge as important tools for the performance of business and Local Productive Arrangements (APLs). The main objective of this dissertation is to develop a proposal guideline for developing collective of continuous improvement in Micro, Small and Medium Enterprises (MSMEs) that act on APLS industrial. The proposal was developed "through theoretical and subsidized with elements of a case study, which allowed her to develop concepts that can positively influence their effective implementation. As a result, the proposal guidelines is structured in six steps: Preparation, APL Diagnostics, Diagnostics enterprises, Implementation, Audit and Evaluation / Mestre

The aim of this research was to develop guidelines for improving the implementation of Quality Management Systems to provide quality service delivery in education. The research was done by means of both a literature review and an empirical research. The focus of the literature review was to determine the nature and purpose of existing Quality Management Systems (QMS) in education; and the role of District Officials and Schools Management Teams (SMTs) in the implementation of QMS to provide quality service delivery in education. Factors that contribute to the ineffectiveness of the implementation of the existing QMS in education were highlighted. The empirical research findings revealed that SMTs, being responsible for the implementation of QMS, lack knowledge and understanding of QMS implementation. Responses obtained from questionnaires revealed: limited support by District Officials, non-availability of support programmes; limited knowledge of the vision, mission and goals of the Department of Education; and limited resources provision. SMTs indicated dissatisfaction with the manner in which guidance and regulations pertaining to QMS implementation are provided. Curriculum and assessment support programmes were stated as limited, thus affecting learners’ and teachers’ performance. The impact of limited provision of resources; limited dedication to individual employees’ personal development by leadership and management; unclear communication means; and poor rewarding strategies to encourage employees and learners to perform were further highlighted. Based on the results obtained from the literature study and the empirical research, guidelines for improving the implementation of QMS to provide quality service delivery in education were developed and presented. / PhD, Education Management, North-West University, Vaal Triangle Campus, 2012

The aim of this research was to develop guidelines for improving the implementation of Quality Management Systems to provide quality service delivery in education. The research was done by means of both a literature review and an empirical research. The focus of the literature review was to determine the nature and purpose of existing Quality Management Systems (QMS) in education; and the role of District Officials and Schools Management Teams (SMTs) in the implementation of QMS to provide quality service delivery in education. Factors that contribute to the ineffectiveness of the implementation of the existing QMS in education were highlighted. The empirical research findings revealed that SMTs, being responsible for the implementation of QMS, lack knowledge and understanding of QMS implementation. Responses obtained from questionnaires revealed: limited support by District Officials, non-availability of support programmes; limited knowledge of the vision, mission and goals of the Department of Education; and limited resources provision. SMTs indicated dissatisfaction with the manner in which guidance and regulations pertaining to QMS implementation are provided. Curriculum and assessment support programmes were stated as limited, thus affecting learners’ and teachers’ performance. The impact of limited provision of resources; limited dedication to individual employees’ personal development by leadership and management; unclear communication means; and poor rewarding strategies to encourage employees and learners to perform were further highlighted. Based on the results obtained from the literature study and the empirical research, guidelines for improving the implementation of QMS to provide quality service delivery in education were developed and presented. / PhD, Education Management, North-West University, Vaal Triangle Campus, 2012

Since it's release in Dec 2000, there has been a slow movement towards the new version of ISO 9001:2000 by ISO 9000:1994 certified organizations. Of the 561,747 ISO 9000 certified businesses, 167,210 are certified under the new ISO 9001:2000, which is less than 30 % of the total ISO 9000 certified companies. Although many studies have been conducted to understand and assess the practices of ISO 9000:1994 standards, no research has been done to investigate the practices of ISO 9001:2000 in Saudi Arabia. This study is designed to investigate the implementation practices of the new ISO 9001:2000 standard in Saudi business organizations. The main objectives of this study are to identify the critical factors that lead to successful implementation of the new standard, to determine what barriers have been encountered during implementation, and to identify the most difficult parts of the standard to comply with. It investigates the perceived benefits that Saudi firms have gained from implementing the system and examines the level of knowledge about ISO 9001:2000 and the perceptions of the new standard among the management teams and staff of ISO registered firms. It determines the level of integration between ISO 9001:2000 and other implemented systems. Furthermore, this study aims to investigate the factors that may explain the Saudi organizations' decisions to implement ISO 9001:2000 in their businesses. To accomplish these research objectives, a questionnaire was developed based on an extensive review of related literature and tested for validity and reliability. The target sample for the study was made up of all ISO 9001:2000 registered sites in Saudi Arabia up to 31 Dec. 2002, which comprised 131 organizations. A total of 89 completed surveys were received, for a response rate of 72%. Descriptive statistics, measurement of variation, and association, and factor analysis were used in the interpretation of collected data. The major findings are as follows: 86.5% of the total respondents had implemented ISO 9001:2000 as a transition process from previous ISO 9000 standards. 68.5% of the certified sites took less than one year to implement the standard. Most of them were previously certified in one of the ISO 9000:1994 standards. This high percentage indicates that ISO 9001:2000 can be easily implemented in a short time frame. Most of the companies in the study reported the use of external consultants (70.8%), but overall there was a low level of reliance on them, with 64.0% of registered organizations having documented less than 10% participation of external consultants in implementing the ISO 9001:2000 system. The top five critical success factors in implementing the ISO 9001:2000 quality management system, in descending order, are as follows: commitment of management, effective internal auditing, commitment of middle management, employee motivation and involvement, resource allocation, and existence of appropriate communication routes. The major hindrances during the implementation of ISO 9001:2000, in descending order, were as follows: lack of employee involvement, difficulties in co-operation among middle managers over quality problems, lack of training programs related to quality, insufficient project time, and lack of customer co-operation. The most significant reasons for Saudi organizations to implement the system, in descending order, are as follows: top management initiative, quality improvement of internal operations and processes, customers requirements, part of the overall quality policy of the organization. The highest perceived benefits, in descending order, were as follows: development of quality culture, improved customer satisfaction, better communication with customers, increased management commitment, and use of data as a business management tool. Most respondents are highly satisfied with the standard, believe that it is cost effective and would strongly recommend the standard to other firms. Top managers were the most knowledgeable about the ISO 9001:2000 standard, followed by middle managers, then employees. Findings reveal that level of knowledge about ISO 9001:2000 among organization's people is positively correlated with most of the attainable benefits from implementing the standard. Based on the findings of this study, many conclusions and recommendations were drawn. In summary, for a successful implementation of ISO 9001:2000 standard, organizations must give great consideration to the people involvement factor, particularly top and middle management s involvement and commitment to quality, employees motivation and involvement, quality awareness, and ISO 9001:2000 training.

Visuotinė kokybės vadyba (VKV) yra tarsi vadybos filosofija, kuri grindžiama nuolatiniu visų sistemos elementų, posistemių ir jų ryšių tobulinimu. VKV yra palyginti nauja vadybos koncepcija, kuri remiasi pažangiais teoriniais bei praktiniais metodais. Ją sąlyginai galima vadinti visų vadybos mokslų sudėtine dalimi. Pagrindiniai visuotinės kokybės vadybos sistemos taikymo motyvai yra siekis užtikrinti nuolatinę gamybos kokybę, išlaikyti ar padidinti rinkos dalį, pagerinti organizacijos įvaizdį. Šio darbo tikslas yra aptarti VKV formavimo, plėtros galimybes, problemas organizacijoje bei jų poveikį organizacijos pagrindiniams tikslams bei veiklos rodikliams. Apžvelgti kokybės vadybos sistemų diegimo dinamiką. Ištirti, kaip efektyviai įgyvendinama visuotinės kokybės vadyba veikia ją įgyvendinančių pelno siekiančių Lietuvos organizacijų rezultatus. Darbą sudaro turinys, lentelių ir paveikslų sąrašas, įvadas, teorinė dalis, analitinė dalis, rezultatų dalis, išvados ir pasiūlymai bei mokslinės literatūros ir internetinių šaltinių sąrašas. Papildoma informacija pateikiama viename priede. Iš viso darbą sudaro 70 puslapių, kuriuose pateikta 33 paveikslai ir 11 lentelių. / Total quality management (TQM) is the subject that goes far beyond the traditional pursuit of quality, and embraces literally all operations at every level and in all functions of organization. It is a very powerful, management directed philosophy and system of conducting business. The purpose of this paper is to discus total quality management system its origination and development stages. The fundamental functions of TQM were determined, tools and techniques were also discussed. TQM impact on organizations performance was analyzed. Also the evaluation weather analyzed TQM system is useful for organizations in terms of financial benefits was made. Questionnaire survey was used to determinate motives, benefits and costs of TQM implementation. Methods used: Analysis of scientific literature, periodical publications and statistical data, comparative analysis of organizations financial data, structural questionnaire survey. Work structure: The paper consists of introduction, 3 parts and conclusions. The main part is described in 70 pages, including 11 tables of figures and 33 pictures.

The thesis is focused on opportunities for improvement of the hotel's quality management. The main goal is to evaluate and improve current quality management in the chosen hotel with emphasis on the National quality system. The system should come into effect latest in 2015 and it is based on requirement of quality management systems such as the EFQM Excellence model and ISO 9001:2009.

O presente trabalho tem como objetivo a proposição e aplicação de um processo de avaliação de sistemas de gestão da qualidade segundo requisitos ISO 9001:2000. A avaliação da situação atual das práticas de gestão da qualidade de uma organização é uma condição indispensável para a certificação ISO 9001:2000. Muitas vezes, este processo implica altos custos relacionados a serviços de consultoria, que acabam sendo necessários devido à falta de conhecimento sobre os requisitos normativos por parte da organização, bem como a falta de um modelo simplificado de diagnóstico. Com base no processo proposto, infere-se que é possível realizar uma avaliação das práticas de gestão da qualidade de uma organização de modo a identificar as lacunas entre essas práticas e os requisitos ISO 9001:2000. A dissertação é constituída pelas seguintes partes: a) revisão da literatura, com o propósito de reforçar os conhecimentos concernentes à gestão da qualidade total e aos modelos de auto-avaliação; b) desenvolvimento do processo de avaliação a partir dos referenciais teóricos explorados; c) aplicação da proposta em organizações selecionadas; e d) avaliação dos resultados e conclusões sobre o trabalho. Infere-se que a aplicação da proposta será capaz de identificar as lacunas entre as práticas de gestão da qualidade e os requisitos ISO 9001:2000, além de permitir a identificação do estágio de adequação a esses requisitos. O processo de avaliação proposto também é capaz de identificar os pontos fortes e as oportunidades para melhoria, para que a organização possa se adequar aos requisitos ISO 9001:2000. / The present research aims the proposition and application of an assessment process for quality management systems according top the requirements ISO 9001:2000. The assessment of the current practices of quality management of an organization is an indispensable condition for the ISO 9001:2000 certification. Many times this application implies in elevated costs related to the consulting services, which are considered necessary due to the lack of knowledge about the requirements from the organizations as well as the absence of a simplified diagnosis model. Based on the proposed work, it is thought possible to perform an evaluation of the practices management of the quality of an organization so that it can identify the existent gaps between these practices and the ISO 9001:2000 requirements. The dissertation is constituted by two parts: a) a review of the literature with the proposal of reinforcing the knowledge related to the total quality management and to the self-assessment models; b) development of an assessment process from the explored theoretical references; c) the practical use of the proposed work in selected organizations and d) evaluation of the obtained results. It can be supposed that the application of the practical use of the work will allow the identification of the gaps between the current quality management practices and the requirements ISO 9001:2000, besides allowing the identification of the phase of adjustment to those requirements. Theproposed evaluation process is also a useful tool for the identification of the strengths of the evaluated material and what needs to be improved so that the organization is able to adequate itself to ISO 9001:2000 requirements.