by Tse Kai Fat, Tsui Ping Tim. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1997. / Includes bibliographical references (leaves 55-56). / ABSTRACT --- p.ii / TABLE OF CONTENT --- p.vi / LIST OF ILLUSTRATIONS --- p.viii / LIST OF TABLES --- p.ix / CHAPTER / Chapter I. --- INTRODUCTION / The Hong Kong Hospital Authority --- p.1 / What is Quality of Health Care Service? / Four Dimensional Approach --- p.3 / Quality -- Standard Medical Practice(A) --- p.4 / Quality -- Good Medical Outcome(B) --- p.5 / Quality -- Customer Satisfaction(C&D) --- p.6 / Quality and Cost Containment / Trade-off between Quality and Cost --- p.9 / Quality Management Reduces Healthcare Cost --- p.10 / Methodology --- p.11 / Malcolm Baldrige National Quality Award(MBNQA) --- p.12 / Chapter II. --- CORPORATE QUALITY MANAGEMENT IN THE HOSPITAL AUTHORITY / Corporate and Hospital Missions --- p.14 / Strategic Quality Management --- p.15 / Continuous Quality Management --- p.17 / Specific Corporate Quality Improvement Programs --- p.20 / Core Value Success Scheme --- p.21 / Dilemma Faced by the Hospital Authority --- p.23 / Chapter III. --- QUALITY MANAGEMENT IN PRINCESS MARGARET HOSPITAL / Hospital Background --- p.24 / Organisational Structure --- p.24 / Quality Management System --- p.25 / Leadership --- p.26 / Information and Analysis --- p.27 / Strategic Planning --- p.29 / Human Resource Development and Management --- p.31 / Process Management --- p.32 / Organisation Performance Results --- p.34 / Patient Satisfaction --- p.35 / Chapter IV --- QUALITY MANAGEMENT IN SHATIN HOSPITAL / Hospital Background --- p.36 / Quality Management System --- p.36 / Leadership --- p.39 / Information and Analysis --- p.39 / Strategic Planning --- p.40 / Human Resource Development and Management --- p.40 / Process Management --- p.41 / Organisation Performance Results --- p.42 / Patient Satisfaction --- p.43 / Chapter V. --- CRITIQUE AND RECOMMENDATIONS / Princess Margaret Hospital versus Shatin Hospital --- p.44 / The Hong Kong Hospital Authority --- p.46 / Corporate Strategy --- p.46 / Measurement of Quality --- p.47 / Staff Motivation --- p.48 / Total Quality Management and Cost Containment --- p.49 / APPENDIX --- p.50 / BIBLIOGRAPHY --- p.55

Orientador: Sílvia Aparecida Guarnieri Ortigoza / Banca: Olga Lúcia Castreghini de Freitas Firkowski / Banca: Carlos Henrique Costa da Silva / Banca: Bernadete Aparecida C. de C. Oliveira / Banca: Auro Aparecido Mendes / Resumo: Nesta pesquisa, com aporte geográfico, nos propomos a estudar o turismo como uma prática social, política e econômica contemporânea, e seu papel no contexto que envolve a organização socioespacial de cidades. A partir do imperativo da globalização capitalista e da dissolução das barreiras espaciais, a concorrência entre os lugares passa a ser uma das características mais marcantes da dinâmica espacial contemporânea. Sob essa perspectiva, emerge um consenso de que somente se beneficiarão as cidades que tiverem suas gestões orientadas por meio de posturas empreendedoras, no sentido de gerar positividades que lhes deem atributos para inserção em um mercado mundial de cidades. Dessa forma, incorpora-se a racionalidade concorrencial à cidade, que passa a ser conduzida como empresa e, ao mesmo tempo, vendida como mercadoria. Nesse sentido, o planejamento estratégico de cidades, de corte neoliberal, emerge como o principal instrumento de empreendedorismo urbano. Diversos são os elementos que fazem parte das práticas do empreendedorismo urbano e do planejamento estratégico, entre os quais se destacam as ações com foco na economia política do lugar e no marketing urbano, a partir dos quais o turismo, tanto como uma atividade que lança uma sombra benéfica à cidade quanto como uma atividade que dá visibilidade à cidade, passa a ser uma prática recorrente. Curitiba constitui-se em um dos grandes exemplos brasileiros cuja gestão está, desde a década de 1990, direcionada a uma postura empreendedora e estratégica. Como resultado dessa postura e das intervenções espaciais direcionadas a partir dela, Curitiba passou a ser conhecida, nacional e internacionalmente, como a Capital Ecológica, e entre os produtos urbanos dessa realidade está o turismo. Logo, o principal objetivo... (Resumo completo, clicar acesso eletrônico abaixo) / Abstract: In this study, with geographical contribution, we propose to study tourism as a contemporary social, political and economic practice, and its role in involving the sociospatial organization of cities. From the imperative of capitalist globalization and from the dissolution of spatial barriers, competition between places becomes one of the most striking features of the contemporary spatial dynamics. Under this perspective, a consensus is emerging that will benefit only the cities that have guided its actions through entrepreneurial attitudes to generate positive aspects that give them attributes for insertion into a cities global market. So it also incorporates the city competitive rationality, which shall be conducted as a company and, at the same time, sold as a commodity. In this sense, strategic planning of cities, of neoliberal ideology, emerges as the main instrument of urban entrepreneurialism. There are several elements that are part of the practices of urban enterprising and strategic planning, among which we highlight the stocks with a focus on the local political economy and on urban marketing, from which the tourism, both as an activity that casts a beneficial shadow to the city and as an activity that yields visibility, becomes a recurrent practice. Curitiba is one of the great Brazilian examples where management is, since the 1990s, directed at a strategic and entrepreneurial attitude. As a result of this posture and spatial interventions directed from it, Curitiba has been known nationally and internationally as the Ecological Capital, and one of the urban products of this reality is the tourism. Thus, the main objective of this research is to understand how tourism develops and integrates itself to the perspective of strategic planning and management in Curitiba, To this end we believe it is necessary to identify, in the process of urban... (Complete abstract click electronic access belo / Doutor

The purpose of this study was to to investigate the impact of leadership practices on service quality in private higher education in South Africa as a source of competitive advantage. Higher education institutions and, more specifically, private higher education institutions, have faced increasing pressure on many fronts in recent years. These pressures include increased competition, lack of support from key constituencies, an increase in the size and diversity of the student population, dealing with changing technology, increased calls for accountability, a higher demand for quality by all the stakeholders involved, more responsibility for research and teaching and greater emphasis on efficient and effective management. The literature review for this study suggested that leadership impacts positively on quality and, equally important, on service quality. The academic leaders at these institutions have a tremendous influence on the quality of the education provided and the service rendered to the growing number of students. Using a quantitative methodology and a cross-sectional survey research design, this study was conducted on five campuses of a prominent private higher education provider across South Africa using two survey instruments. The Leadership Practices Inventory (LPI) questionnaire was utilised to conduct the leadership survey while the SERVQUAL instrument was applied in the service quality survey. The campus principals of the five campuses and some of their selected subordinates completed the LPI survey. The SERVQUAL questionnaires were completed by 984 students from the five campuses. Correlation analysis was the major statistical tool used to analyse the data. The findings of the study indicated a strong positive linear correlation between the leadership practices of principals and service quality to students at these institutions. / Business Management / M. Com. (Business Management)

Thesis (M.Ed.) -- University of Limpopo, 2012 / The purpose of this study was to look at the experiences, trainings, resources, benefits and challenges faced by schools in the implementation of the Integrated Quality Management System (IQMS) in the primary schools of the Nkowankowa Circuit at the Mopani District of Limpopo Province. As a result, the researcher was motivated to conduct a study on this topic. The scope of the research was restricted to two primary schools in the circuit. The government officials, principals, school development teams and educators had to respond to the questions asked during the interview between the researcher and the participants. Thus, the research methodology was qualitative in which a case study design was used. The sampling strategy was non-probability which led to purposive sampling to schools and participants. Data were collected through interviews, observations and documents and were analysed using the spiral steps of Creswell (2007). The findings of this study were that training was inadequate to the implementers. The support given by the Department was not enough. The resources at schools were lacking, hence little benefit by educators since IQMS started. The results showed disclosed that the majority of the participants feel that many things still have to be done for the effective implementation of IQMS, and all role players in schools need to join hands and assist one another. That is why there were lot of challenges which schools are encountering. This will give schools new shapes and performance in general will improve. Therefore, IQMS is partially implemented

管理資訊系統與全面品質管理關係之探討管理資訊系統的發展對企業造成許多衝擊，隨著企業競爭型態日趨劇烈，管理資訊系統不僅可以協助企業快速而有效的儲存、傳送、及處理資訊，進而對組織產生成本降低、生產力提昇、及支援工作的改善，更可加強企業整體的競爭能力，幫助企業創造競爭優勢。而在企業推展全面品質管理的同時，管理資訊系統與全面品質管理之間又有怎樣的關係存在？本文探討管理資訊系統與全面品質管理之階段性發展特色，並以我國國家品質獎之評審標準為例，由各評審項目探討在全面品質管理與管理資訊系統之發展，並以民國84年我國國家品質獎之申請廠商作為個案研究對象，探討管理資訊系統與全面品質管理之發展關係。在現有的樣本中，發現兩者的發展關係相當密切，國家品質獎的得獎廠商在這兩項的發展上均有一定之水準。 / The Investigation of The Relation Between Management Information Systems (MIS) and Total Quality Manageme (TQM) The development of management information systems (MIS) brings very much impact to business. When the style of business's competition comes more and more intensive, MIS can not only help the business to save, transfer, and process information but also decrease the cost, increase productivity and improve supporting works. Besides, MIS can improve the whole competition of the business, and create new competition advantages. What is the relation between MIS and total quality management (TQM)? This text investigates the characteristics of MIS and TQM's staging development, and uses the national quality award adjuststandards to investigate the development of MIS and TQM within each item. With those firms who applied the national quality award in 1995 as case study, we find that the relation between MIS and TQM is very closed.

多年來公部門受到了雙重的拘束：一是，預算被刪減；二是，處在需提供更多更好的公共服務的壓力之下。通常，公部門在面對上述資源受限、責任要求愈來愈多的環境時，典型的作法就是精減人力及減少計畫。但這是否為解決困境的良方，仍有待研究。學者Osborne及Gaebler在「新政府運動」一書中，認為最好的解決途徑是尋求「更好的治理形態」，即政府應調整本身的體質、增進效能、滿足顧客，使機關能在最低成本下運作。在一片「再造政府」、「再生工程」及「組織精減」聲中，當今的企業體與公部門組織，已意識到只有提供高品質的產品與服務，才能化解組織的存續危機。而全面品質管理便是一條能幫助組織渡過危機的革命性管理途徑，它與傳統管理實務在管理哲學、管理原則、管理焦點、績效評量、確保品質手段、管理結構、及改進的堅持方面都大不相同。全面品質管理是一種管理哲學，它的主要觀念可摘要為四點：經由組織過程中不斷的改進而致力於品質、經由資訊分享與將決策授權到最低的可能層級，轉換組織文化以鼓勵員工投入與賦予員工活力、創造與維持供應者與顧客的關係、使用資料蒐集與統計理論評量績效中的變異。全面品質管理實施時，應有相關的配合措施：建立品質測量系統、使其能與預算及資源系統相結合、調整人力資源系統、注重員工之訓練與發展等。

本研究以實際從事研發／製造的公司為對象，採取個案研究的方式，從全面品質管理的觀點來探討研發／製造間互動對技術成功之影響。分別從研發人製造間互動，所須注意的工作重點為何？技術成功的績效衡量指標為何？上述之互動所須注意的工作重點與技術成功績效衡量指標的關係等三方面加以探討。並經個案公司綜合分析後，得到下列發現： 　　一、研發人製造間互動，所須注意的工作重點： 　　1. 領導統御：高階主管參與程度、專案經理經驗程度及人際關係 　　2. 資訊收集分析：資訊的管理、資訊約有效性、資訊的分析與運用 　　3. 策略品質規劃：方針展開、策略品質規劃、品質改善全員參與 　　4. 人力資源管理：人力資源的規劃與管理、員工參與、教育訓練、績效獎賞、員工的福利與滿足 　　5. 程序品質管理：設計導入、開發程序管理、支援系統的貢獻度 　　二、技術成功的績效衡量指標： 　　1. 在數量方面：如技術文件數；專利數目；設計變更數目等 　　2. 在時效性方面：如進度控制；設備停機時間；技術移轉時間 　　3. 在成本方面：例如成本降低；預算控制 　　4. 在品質方面：例如品質的確認；可製造性；與競爭者比較 　　三、互動所須注意的工作重點與技術成功績效衡量指標的關係： 　　1. 欲得到較佳的數量績效，可由下列工作著手：易裂性設計的導入、試製前做好各項準備工作、高階主管的參與程度、績效評估與獎賞系統。 　　2. 想得到較好的時效性績效，可由下列工作著手：高階主管的參與程度、專案經理的經驗程度與人際關係、資訊的管理、分析與運用、人力資源的規劃與管理、員工參與、績效評估與獎賞系統、易裂性設計與同步工程、程序管制、支援系統的貢獻度。 　　3. 想得到較好的成本績效，可由下列工作著手：資訊的管理、分析與運用、易裂性設計與同步工程、模組化設計、程序管制、績效評估與獎賞系統。 　　4. 想得到較好的品質績效，可由下列工作著手：品質方針展開能力、策略品質規劃程序管理、品質改善全員參與、資訊管理、分析與運用、教育訓練、易裂性設計及試製前準備工作、程序管制、績效評估與獎賞系統。

「知識經濟」概念開始於90年代初期。「經濟合作開發組織」在「1996年科學技術和科技展望」的報告中，該報告認為以知識為本位的經濟即將改變全球經濟發展型態；知識已成為生產力提升與經濟成長的主要驅動力，隨著資訊通訊科技的快速發展與高度應用，世界各國的產出、就業及投資將明顯轉向知識密集產業，這些「以知識密集產業為基礎的經濟」簡稱為知識經濟。 知識經濟時代是顧客導向時代，以全球化競爭、創新、研發與累積智慧資本的時代。在這樣特質的時代裡，知識管理是知識經濟時代最重要的管理方向。討論知識經濟時代的品質管理時，『知識管理』的精神和作法是探討的主軸。所以如何在全面品質管理中加入知識管理的程序，包含知識的確認、知識的獲得、知識的發展與創造、知識的分享與移轉、知識的具體使用和知識的維持與剔除等重要要素，是知識經濟時代品質管理的重要課題。 品質管理從泰勒的科學管理、專業分工提出後，就一直為產業界所重視。隨著創新和知識經濟的浪潮，品質管理應如何在這波浪潮中繼續其功能，在所謂的新知識經濟時代，品質管理的手法與應用，又會以何創新的面貌，在企業中推行實施，創造出最高的價值，這是非常值得省思的的主題。也是這篇論文主要的研究原因和動機。 本論文由品質管理大師的理論著手，介紹全面品質管理的理論基礎、全面品質管理核心內涵、進而探討在知識經濟中的品質體系和管理模式。由傳統品質要求，進到知識經濟時代的品質系統建構。其中加入企業個案與作法，使實務與理論得以互相對照。 關鍵詞：知識經濟、顧客導向、知識管理、全面品質管理

<p>There is a type of business offering gaining much attention, both in the media and in financial figures, which provides the customer with something extra, something to be remembered. This offering is a commercial experience. It is claimed that commercial experiences are different from traditional industry and mass-production and even separated from goods and services. The possibility of creating something extraordinary in order to gain profit is of increasing interest in today’s business world. Consumers are seeking for experiences to reach a higher level of personal growth, an experience that create personal identity and lead to long-lasting memories. This is something an increasing amount of consumers are willing to pay money for - the commercial experience market.</p><p>The purpose of this thesis is to contribute knowledge about and a deeper understanding of commercial experiences, both in general and especially with regard to how customer value is created. The focus of the research was also to strengthen and support organizations that offer commercial experiences. In order to fulfill the purpose, two case studies were conducted with different focal points. The first aimed to find best practice and explore excellent ways of working when providing commercial experiences. The second study aimed to identify the needs for improvement to strengthen organizations offering commercial experiences.</p><p>According to my findings, there seems to be several distinctions between commercial experiences and goods and services. These include; the level of price, the time spent by the customer, the customer affect as strongly emotional and maybe most importantly, the finding that commercial experiences create a higher level of customer value than goods and services. All this proves that the commercial experience is to be considered an offering on its own, a refined customer offer of higher value. Since commercial experiences are said to engage customers in an inherently memorable way, reaching a higher level of customer value than goods and services, is seen as a critical factor. Understanding what the customer really wants, needs and what builds customer value when offering commercial experiences then become particularly important as drivers of success. When studying a particular organization for best practice, several similarities between providing commercial experiences and working according to the core values of TQM were found and established as a factor of business excellence. Further when it comes to providing commercial experiences storytelling, theming and a creative environment stood out as additional factors of business excellence. Moreover, selecting the right co-workers based on their values rather than merely their skills and academic qualifications was seen as an important factor of success. The co-worker is often the co-creator of the experience together with the customer and therefore has an important part to play in the organization. Creating a corporate culture with co-workers sharing the values is seen as essential in order to run a successful business. It appears that any type of organization can provide an experience for the customer, the key is adding on the extra value to reach the level of attractive quality. The commercial experience is described as deeply affecting both the feelings and senses of the customer, resulting in new memories; it is a memorable event the customer is willing to pay for. The commercial experience contains elements of engagement, personal relevance, novelty, surprise and learning and is not limited to certain types of businesses. The fact that this is an area of increasing business interest but as yet a poorly explored one indicates that there is a need to develop improved ways of working, tools and methods, tailor-made for providing commercial experiences. Improved tools for identifying customer expectations and measuring customer satisfaction are clearly needed, especially since this is a growing industry that cannot be ignored. Welcome to further explore the experience economy where new memories are so highly valued that people are prepared to pay for them!</p> / <p>Det är en ny industri på växande frammarsch som får allt större uppmärksamhet i massmedia både utifrån erbjudandet och genom allt mer betydande ekonomiska resultat. En industri som erbjuder kunden något extra, någonting att minnas, en kommersiell upplevelse. Det finns de som hävdar att den kommersiella upplevelsen skiljer sig från traditionell industri med massproduktion och att den till och med är skild från varor och tjänster. Att kunna erbjuda sina kunder någonting extraordinärt för att nå en ökad vinstmarginal är av allt större intresse bland företag idag. Allt fler kunder letar efter en upplevelse som tar dig till en högre nivå av personlig utveckling, en upplevelse som skapar en personlig identitet och leder till minnen för livet. Detta fenomen är något som allt fler människor är villiga att betala pengar för, en kommersiell upplevelsemarknad.</p><p>Det övergripande syftet med licentiatuppsatsen är att bidra med kunskap och skapa en djupare förståelse för kommersiella upplevelser, både på ett generellt plan men även med avseende på hur kundvärde skapas. Ett ytterligare fokus för forskningen är att stärka de organisationer som erbjuder sina kunder en upplevelse. För att uppnå syftet har två fallstudier med olika fokus genomförts. Den första fallstudien innebar att leta efter ett föredöme och belysa goda exempel på arbetssätt som kan användas för att skapa en kommersiell upplevelse. Den andra studien syftade till att identifiera behov för att utveckla och stärka de organisationer som erbjuder sina kunder en kommersiell upplevelse.</p><p>Utifrån mina observationer i fallstudie 1 så verkar det finnas flera saker som skiljer en kommersiell upplevelse från varor och tjänster, som t.ex. prisnivå, kundens spenderade tid, kundens emotionella beröring och kanske mest betydande att den kommersiella upplevelsen når en högre nivå av skapat kundvärde än vad varor och tjänster gör. Allt detta bidrar till att klassificera kommersiella upplevelser som ett eget fenomen, ett erbjudande med ett förädlat kundvärde. Eftersom kommersiella upplevelser påstås beröra kunder på ett minnesvärt sätt, uppnås också en högre nivå av skapat kundvärde än för varor och tjänster. Detta är en kritisk faktor för den kommersiella upplevelsen. Att förstå kundens behov, och vad det är som skapar kundvärde, blir därmed av extra vikt för att lyckas för de organisationer som erbjuder en kommersiell upplevelse.</p><p>Vid studien av en framgångsrik organisation hittades flera likheter i de arbetssätt som användes för att på ett framgångsrikt sätt skapa en upplevelse med de värderingar som beskrivs inom TQM. Ytterligare arbetssätt som utpekas som framgångsfaktorer är storytelling, tematisering och att skapa kreativa arbetsmiljöer. Utöver arbetssätten belystes också vikten av att bygga en organisationskultur baserad på värderingar som fokuserar på att skapa kundvärde. Att rekrytera sin personal baserat i huvudsak på värderingar i stället för enbart på kompetens anses vara ytterligare en framgångsfaktor, detta eftersom medarbetaren ofta skapar upplevelsen i ett möte tillsammans med kunden. Att skapa en organisationskultur som bygger på gemensamma värderingar är viktigt för att nå framgång inom upplevelseindustrin. Det är inte begränsat till en specifik typ av organisation att erbjuda kommersiella upplevelser, det är i stället vikten av att lägga till det extra kundvärdet för att uppnå attraktiv kvalitet som är essentiellt för framgång.</p><p>Den kommersiella upplevelsen beskrivs som något djupt berör kundens känslor och dess sinnen med ett resultat i nya värdefulla minnesbilder. Det är ett minnesvärt ögonblick som kunden är beredd att betala för. De ingredienser som används för att beskriva en kommersiell upplevelse är engagemang, personlig betydelse, nyhetsvärde, överraskning och lärande. Egenskaperna är inte begränsade till att enbart gälla för en viss typ av organisation eller bransch. Det faktum att intresset för att erbjuda kommersiella upplevelser är växande, och att området är relativt outforskat indikerar att det finns flera behov av utveckling, framförallt i att hitta bra arbetssätt och metoder för att identifiera kundens förväntningar och mäta kundnöjdhet. Varmt välkommen att här vidareutforska upplevelseindustrin, där nya minnen värderas så högt att människor är beredda att betala för dem.</p>

<p>En rad förändringar i de kommunala verksamheterna kan hänföras till tankarna kring behovet av ett nytt tänkande och åtgärder för modernisering av offentlig verksamhet, en förändringsvåg som ofta beskrivs med samlingsbegreppet New Public Management (NPM). Offentlig styrning har blivit allt mer lik den privata och med NPM har offentliga verksamheter tagit mer sikte på marknadskrafterna. En konsekvens av detta tänkande är att medborgarnas synpunkter på verksamheten tilldelas en allt större vikt.</p><p>Klagomålshantering har för många privata företag under en längre tid varit ett naturligt sätt att hantera kundernas synpunkter på verksamheten. I företag som är inne i en satsning på total kvalitet (TQM) betraktas klagomålshantering ofta som ett del- eller följdmoment till dessa ansträngningar. TQM, ett koncept med grunderna i den japanska tillverkningsindustrin, har som centrala ledord att kunden ska stå i centrum, arbeta med processer och basera beslut på fakta.Idag används TQM som ett uttryck för organisationens syn på kvalitet även av många offentliga organisationer.</p><p>Hur klagomålshantering ska betraktas i den kommunala verksamheten är dock inte självklart. Kundbegreppets innebörd i de kommunala verksamheterna, den stora variationen i tjänsteutbudet samt de nationella styrdokumenten, som i hög utsträckning påverkar utformningen påverkar möjligheterna till att utforma verksamheten, gör att både avsikten med att införa klagomålshanteringen och hur den används inte är lika uppenbart i den kommunala verksamheten som i privata företag.</p><p>I Norrköpings kommun togs i början av 2004 ett beslut att införa klagomålshantering i hela organisationen. Beslutet i kommunfullmäktige var ett led i utvecklingen av det systematiska kvalitetsarbete som har sina tankemässiga grunder i TQM konceptet. Det systematiska kvalitetsarbetet ges, som ett av fyra ledord, en framträdande plats i kommunens nya styrmodell som fastställdes i början av 2003.</p>