This diploma thesis deals with the application of quality tools in the production company. The theoretical part deals with the history of quality, its current status and mainly describes some of the basic quality tools. The practical part describes the current status of quality management in the company and the system of assessment and selection of suppliers. The conclusions and results of this diploma thesis should prove that by introducing a method for selection, supplier evaluation, the company will achieve cost reduction and the establishment of a beneficial supplier-customer relationship.

Uno de los principales problemas que enfrenta un Centro Comercial es la inadecuada Gestión Integral de los residuos sólidos. Los factores que han dado lugar a este problema son el escaso aprovechamiento de los residuos sólidos, una limitada capacitación, sensibilización del tratamiento o reciclaje de los residuos y escaza sinergia integrada entre empleados, encargados y visitantes de un Centro Comercial. Para resolver este problema, se desarrolló una propuesta que utiliza logística inversa y herramientas de calidad para mejorar la inadecuada gestión integral de los residuos sólidos. Así mismo, se desarrolló la simulación de la propuesta con el fin de diseñar un modelo logístico que reduzca el porcentaje de utilización del operario en el cuarto de Acopio de un Centro Comercial y se aproveche eficientemente los residuos sólidos. Este modelo redujo en un 62.70% el porcentaje de utilización del operario del Cuarto de Acopio, mejorando así las condiciones de trabajo y el aprovechamiento sostenible de los residuos sólidos de acuerdo con la Ley 27314 – Ley General de Residuos sólidos- y dando beneficios económicos al Centro Comercial. / One of the main problems that a Shopping Centre face is the inadequate Integral Management of solid waste. The factors that have given rise to this problem are the poor use of solid waste, limited training, awareness and lack of integrated synergy between employees, managers and visitors to a shopping centre. To solve this problem, a proposal was developed using Reverse Logistics and Quality Tools to improve the inadequate Integrated Management of solid waste. Likewise, a simulation of the proposal was developed in order to design a logistics model that would reduce the percentage of use of the operator in the stockroom of a shopping centre and make efficient use of the solid waste. This model reduced by 62.70% the percentage of use of the operator of the Collection Room, thus improving working conditions and the sustainable use of solid waste according to the Law 27314 – General Solid Waste Law - and giving economic benefits to the Shopping Center. / Trabajo de Suficiencia Profesional

La gestión de calidad en proyectos es uno de los principales soportes y el de mayor responsabilidad dentro de las empresas inmersas en el rubro de la construcción, esta gestión garantiza una adecuada planificación, comunicación entre sus interesados, gestión de riesgos, control y seguimiento de cada proyecto en cuestiones de calidad, alcanzando objetivos como el cumplimiento de tiempos, costos contractuales, y satisfacción del cliente. Actualmente existen todo tipo de proyectos de construcción que cuentan con deficiencia en su sistema de gestión de calidad (SGC), es decir, no tienen un control que les permita prevenir los Costos de No Calidad, cuales generan sobre costos por no conformidades, ampliaciones de plazos, incremento de los riesgos e insatisfacción del cliente. El presente trabajo de investigación desarrolla una guía de gestión de calidad en la ejecución de partidas estructurales de la superestructura de proyectos de construcción, esto debido a que en el Perú las partidas estructurales son las únicas que se encuentran normadas y el no cumplimiento de calidad de estas generan una responsabilidad civil al constructor. Esta guía se plantea en base a lineamientos ISO 9001:2015 compatibilizando siete de sus diez capítulos con herramientas de buenas prácticas en calidad de la construcción. En base a lecciones aprendidas se va a desarrollar una guía tomando información de 3 proyectos de construcción. Los resultados mediante la validación de esta guía fueron por juicio de expertos y el 91.18% de ellos ratifica el objeto de esta investigación. Además, se hace mención a una serie de recomendaciones para poder aplicar y cumplir con la mejora de la guía. / Quality management in projects is one of the main supports and the one with the greatest responsibility within companies immersed in the construction industry, this management guarantees adequate planning, communication between its stakeholders, risk management, control and monitoring of each project on quality issues, reaching objectives such as meeting times, contractual costs, and customer satisfaction. Currently there are all types of construction projects that have a deficiency in their quality management system (QMS), that is, they do not have a control that allows them to prevent Non-Quality Costs, which generate over costs due to non-conformities, extensions of deadlines, increased risks and customer dissatisfaction. This research work develops a quality management guide in the execution of structural items of the superstructure of construction projects, this due to the fact that in Peru the structural items are the only ones that are regulated and the non-compliance of quality of These generate a civil liability to the builder. This guide is proposed based on ISO 9001: 2015 guidelines, making seven of its ten chapters compatible with tools of good practices in construction quality. Based on lessons learned, a guide will be developed taking information from 3 construction projects. The results through the validation of this guide were by expert judgment and 91.18% of them ratify the object of this research. In addition, mention is made of a series of recommendations to be able to apply and comply with the improvement of the guide. / Tesis

The master´s thesis deals with the problem of statistical process control. The theoretical part describes the basic quality tools and new quality tools, as a tool for collecting, recording, classifying, and analyzing data. The knowledge gained from the theoretical part are used to describe processes in the company Heat Transfer Systems s.r.o., analyze sticking points, control plans updating and to statistical process control in the organization.

O objetivo geral deste trabalho é estudar em uma indústria automotiva a redução dos custos de refugos e retrabalhos causados por não qualidade de fabricação ou devido a anomalias nos transportes das peças compradas de fornecedores da Europa. Para a obtenção dos resultados, o método utilizado inicialmente foi a pesquisa bibliográfica fornecendo a base para o estudo de caso descritivo em uma indústria automotiva. Este trabalho teve como finalidade a pesquisa aplicada, pois foi motivada pela resolução de um problema concreto, que é a redução destes custos. Inspirado nas ferramentas da Manufatura Enxuta foi criado um grupo de trabalho para elaborar um procedimento de re-faturamento dos custos de não qualidade dos fornecedores da Europa e aplicado a metodologia Hoshin para a melhoria nos processos da seguradora em caso de sinistros nos transportes destes fornecedores. Para resolver estes problemas as ferramentas da qualidade foram amplamente utilizadas. Foi possível re-faturar os fornecedores Externos da Europa em cerca de R$ 635.000,00 e reduzir R$ 305.312,00 de custos com refugos dos Fornecedores Internos da Europa. A aplicação do procedimento estimulou os Fornecedores Internos e Externos e o custo mensal com refugos considerando o re-faturamento passou de R$ 86.973,00 para R$ 10.104,00. O custo por veículo foi de R$ 10,32 para R$ 3,74. O ganho total somado até 2009 foi de R$ 1.238.476,00. / The general purpose of this work is to study, in an automotive industry, the reduction of the costs of scrap and rework caused by no manufacturing quality or due to deficiencies in transport parts purchased from suppliers in Europe. To obtain the results the method was initially used to search bibliographic providing the basis for the descriptive case study in an automotive industry. This study was aimed at applied research, because it was motivated by solving a real problem, which is the reduction of these costs. Inspired by the tools of Lean Manufacturing it was created a working group to develop a procedure for invoicing again the not quality costs from European suppliers as well as the methodology was applied Hoshin to improve the processes of insurer in case of accidents in transport of these suppliers. To solve these problems the quality tools have been widely used. It was possible to invoice again from external suppliers in Europe about R$ 635.000,00 and lower R$ 305.312,00 in costs with scraps of domestic suppliers in Europe. Applying the procedure prompted the internal and external suppliers and the monthly cost with scrap considering the re-sales rose from R$ 86.973,00 to R$ 10.104,00. The cost per vehicle was R$ 10,32 to R$ 3,74. The gain added by 2009 was R$ 1.238.476,00.

The diploma thesis focuses on the introduction of statistical process control in selected manufacturing company XYZ. It is divided into a theoretical and a practical part, while the theoretical part deals with theoretical knowledge of SPC methodology and quality management. The content of the practical part is the design and implementation of the measuring and evaluation station, which will be used for statistical control of the SPC process, into the emerging production of chip machining.

Diploma thesis deals with solving of the problem with heat shield used in a turbocharger for heavy duty vehicles. The description of the problem origin with focus on environmental standarts and therefore a need of changes in turbocharger construction, is included. Further, the procedure for finding the component failure causes using the results of stress tests and analyses performed is described step by step. Most of the practical part is focused on a use of quality tools for finding a root cause of heat shield failure and also on advanced material analysis, verifying the results from quality analysis performed. An the end of the thesis there are suggested and accepted measures for elimination of similar failure recurrence and recommendations for further development.

The diploma thesis focuses on the introduction of statistical process control in selected manufacturing company XYZ. It is divided into a theoretical and a practical part, while the theoretical part deals with theoretical knowledge of SPC methodology and quality management. The content of the practical part is the design and implementation of the measuring and evaluation station, which will be used for statistical control of the SPC process, into the emerging production of chip machining.

The aim of this thesis is to analyze the current state of the process of internal and customer complaint management in REHAU Automotive s.r.o., Moravská Třebová. Based on the facts to make own proposals for improving the process of managing inter-nal and customer complaints, which will lead to a more efficient process, thus saving time, costs and overall improving of quality management in the company.

The principles of Total Quality Management (TQM) have been used in the business, commercial and industrial sectors to improve both product and service. In a limited number of schools worldwide, there have been attempts to adapt TQM theory and practice to the educational management of institutions. In this thesis there has been an attempt to adapt the TQM philosophy to the field of educational practice. Quality tools and techniques used in TQM organisations have been studied to ascertain their applicability in schools. During the course of the study, the researcher discerned the need to give TQM a distinct identity within the domain of educational management. In the management of schools, there are philosophies and practices which are different from those encountered in noneducational settings. The concept Total Quality Education (TQE) was used to acknowledge this reality. Action research was done over a three-year period at a South African co-educational public primary school. During the four research cycles of looking, thinking and acting, TQE principles were implemented in the school. Stakeholders such as parents, learners and teachers identified areas for improvement of the quality of education. Areas identified included the curriculum, physical resources, extramural activities, staff development, learning and financial management of the school. Quality tools and techniques were applied by all stakeholders to effect the desired improvements. In the fourth and last cycle of the research a questionnaire was given to a sample of the parent community. Progress made in the improvement of the quality of education provided was noted and areas to be improved further were identified. The researcher submits that TQE can be meaningfully applied in South African schools. The various stakeholders can make contributions to the betterment of schools. Through the application of the principles of the TQE philosophy, it is possible to transform South African schools into institutions where all learners can experience education of true quality. / Educational Leadership and Management / D. Ed. (Educational Management)