<p>Syftet med detta examensarbete är att undersöka möjligheterna för utökad kundnytta och kvalitetssäkra implementeringsprocessen av elektroniskt informationsutbyte (EDI). Detta uppnås med kvalitetsutveckling som grund, vilket omfattar processorientering.</p><p>Rapporten inleds med en beskrivning av arbetets syfte och vilka problem som står till grund. Vidare introduceras företaget som uppdragsgivare och relevant teori tas upp, detta för att bilda en referensram inför de metoder som använts för att förbättra processen. Slutligen så presenteras resultaten och en diskussion hålls kring detta, med vidare rekommendationer för fortsatt utveckling.</p><p>EDI processen har visualiserats dels med hjälp av akademiska litteraturer och dels från empiriskt material. Visualiseringen av processen har bildat en översikt av dess brister och problemområden (bland annat tidsfördelningen utmed processen och grunden till låg kvalitetsstandard), vilket har gett möjligheter till effektiva lösningsförslag för vidareutveckling. De främsta verktygen som har använts för visualiseringen är processkartläggning och värdeflödesanalys (VSM). I Rapporten presenteras dessutom ett avsnitt om ledningsstruktur för att underlätta processorientering och en allmän beskrivelse om själva EDI tekniken med avsikt att sprida kunskap.</p><p>Examensarbetet bidrar med processkartor för EDI processen, lösningsförslag för identifierade problemområden och rekommendationer för fortsatt utveckling.</p> / <p>The aim of this master’s thesis is to examine the possibilities of increased customer value and to ensure quality for the implementation process of Electronic Data Interchange (EDI). This will be achieved with quality development as a foundation, which consists of process orientation.</p><p>The report will initially describe the purpose of the master’s thesis and what problems that are the reason behind it. Following is a short description of the company who has requested the job and necessary theories are presented, in order to build a foundation for the upcoming methods that have been used. Finally there will be a presentation of the results and a discussion will be held around the subject, with further recommendations for continued development.</p><p>The EDI process has been visualized partly with the help of academic literature and partly trough empirical data. The visualization has established an overview of the process with its flaws and weaknesses (inter alia the distribution of time throughout the process and reasons for low quality), which enables suggestions for effective solutions. The foremost tools that has been used for this purpose is the process mapping and the Value Stream Mapping (VSM). The report also presents a segment about management structure in order to facilitate the process orientation and a general description about the EDI technology in order to distribute knowledge.</p><p>The master’s thesis contributes with maps for the EDI process, suggested solutions for identified problems and recommendations for continued development.</p>

<p>Nonetheless IT sector is considered as highly competitive Belarus is listed in the top five, while also be-ing in the transitional stage. Thus, this thesis examined the tendencies of the quality management in Bel-arus IT industry. TQM, commonly used control system – ISO, and Business Excellence Models – Mal-colm Baldrige National Quality Award (MNBQA) and European Foundation for Quality Management (EFQM) were used as the basis for our research. The main premise for the research is that it is not nec-essary to excel in all concepts of TQM, where ISO was used as the primary step towards total quality.</p><p>Hence it was deduced that quality in the collected sample differs among the concepts. Even though the main concept of customer satisfaction is acknowledged, the human factor is still undervalued. This might also be the flaw hinged by ISO. However, further research could be done, covering bigger sample and observing the shift of these tendencies.</p><p>Key words: Total Quality Management (TQM), Interantional Organisation for Standardisation (ISO), Business Excellence Model (BEM), IT, Belarus, transitional economy, tendencies, Leadership, Strategy, Human Resources, Culture, Infrastructure</p><p>iii</p>

University of Macau / Faculty of Education

University of Macau / Faculty of Social Sciences and Humanities / Department of Government and Public Administration

Nonetheless IT sector is considered as highly competitive Belarus is listed in the top five, while also be-ing in the transitional stage. Thus, this thesis examined the tendencies of the quality management in Bel-arus IT industry. TQM, commonly used control system – ISO, and Business Excellence Models – Mal-colm Baldrige National Quality Award (MNBQA) and European Foundation for Quality Management (EFQM) were used as the basis for our research. The main premise for the research is that it is not nec-essary to excel in all concepts of TQM, where ISO was used as the primary step towards total quality. Hence it was deduced that quality in the collected sample differs among the concepts. Even though the main concept of customer satisfaction is acknowledged, the human factor is still undervalued. This might also be the flaw hinged by ISO. However, further research could be done, covering bigger sample and observing the shift of these tendencies. Key words: Total Quality Management (TQM), Interantional Organisation for Standardisation (ISO), Business Excellence Model (BEM), IT, Belarus, transitional economy, tendencies, Leadership, Strategy, Human Resources, Culture, Infrastructure iii

published_or_final_version / Public Administration / Master / Master of Public Administration

published_or_final_version / Education / Master / Master of Education

The purpose of this study is to revise the Department of Water Affairs and Forestry's (DWAF's) current Integrated Environmental Management (IEM) procedure and to develop an Environmental Management Framework (EMF), so as to ensure that the environment is considered in a structured, formal manner at each decision-making stage of the projects development business process. The proposed EMF provides process diagrams that align the IBM principles, the environmental assessment and management tools, and the engineering business process with the project life cycle approach for DWAF's water sector functional areas. Key decision-making points are introduced to the business process to ensure that all the specific requirements have been met before continuing to the next engineering stage of the business life cycle. Auditing nodes were identified within the life cycle approach and complement the decision-making points and strengthen the evaluation of environmental compliance and performance. These process diagrams is designed to prompt development planners and implementers to consider the environment at all stages of the business life cycle and practice sound environmental management. The EMF is based on international best practice and follows the Deming model philosophy as well as principles and elements of an environmental management system. The EMF must be an integral part in the way the department conduct its business and not seen as an ad hoc function and the duties of the environmental officer. To conclude, the EMF is the building block and interim management plan for an appropriate environmental management system in the future and the first step towards business excellence for the Department of Water Affairs and Forestry. / Thesis (M.Sc. (Geography and Environmental Studies))--North-West University, Potchefstroom Campus, 2005.

The purpose of this study was to provide a case example of one SME (small to medium-size enterprises) documented practices compared to the Baldrige Program’s Criteria for Performance Excellence (Criteria). This study evaluated the degree to which the case example organization practiced the philosophies and principles of the Criteria without direct knowledge of the Criteria. The researcher conducted evaluations by examining the case example organization’s strategic plan against the Criteria. Results of this study’s demonstrated that the Baldrige Program would not be a change in direction for the case example organization but a systematic approach to enhance the methods already deployed by the case example organization. Evaluations identified items on both documents that could be relatable to items contained on the opposing document. This study also identified the actual number of requirement items contained within the Criteria, in order to provide a better understanding of the current Criteria’s level of complexity.

Tyrimo objektas – veiklos vertinimas taikant kokybės vadybos metodus. Darbo tikslas – įvertinti BĮ „Jonavos rajono savivaldybės kūno kultūros ir sporto centras“ vykdomą veiklą bei jos gerinimo galimybes taikant kokybės vadybos metodus. Darbo uždaviniai: 1. Išanalizuoti EFQM verslo tobulumo ir Malcolmo Baldrige‘o modelius. 2. Atskleisti EFQM tobulumo ir Malcolmo Baldrige‘o modelių pritaikomumo galimybes organizacijoje. 3. Įvertinti BĮ „Jonavos rajono savivaldybės kūno kultūros ir sporto centras“ organizacijos veiklą panaudojant kokybės vadybos metodus. Išvados: 1. Išanalizavus EFQM ir Malcolmo Baldrige‘o modelius, remiantis skirtingų autorių vertinimu, galim teigti, kad tai yra modeliai, kuriuose geriausiai praktiškai pritaikyti visuotinės kokybės vadybos principai. Organizacijos, naudodamos šiuo modelius gali įvertinti savo veiklą ir nustatyti gerinimo galimybes. Šie modeliai gali būti traktuojami kaip visuotinės kokybės vadybos principų pritaikymo instrukcija, todėl labai svarbu gerai juos žinoti ir sugebėti pritaikyti kasdieninėje įmonės veikloje. 2. Palyginus EFQM ir Malcolmo Baldrige‘o modelius gauti rezultatai parodė, kad išsamesniam organizacijos veiklos vertinimui tikslingiau naudoti EFQM tobulumo modelį. 3. Atlikus tyrimą BĮ „Jonavos rajono savivaldybės kūno kultūros ir sporto centras“ organizacijoje ir joje pritaikius pasirinktą EFQM tobulumo modelį paaiškėjo, kad organizacija vykdo savo veiklą efektyviai, o gerėjantys rezultatai parodo, kad organizacijos veiklos... [toliau žr. visą tekstą] / Key words: total quality management, models of quality management, the EFQM Excellence Model, Malcolm Baldrige'o National Quality Award. Study object – activity assessment using quality management techniques. Aim of the study: to assess the budgetary institutions “Jonava district physical education and sports center” activities and possibilities of its improvement using quality management techniques. Objectives: 1. To analyze the EFQM business excellence and Malcolm Baldrige'o models. 2. To expose the EFQM excellence and Malcolm Baldrige'o models applicability opportunities in the organization. 3. To rate the budgetary institutions “Jonava district physical education and sports center” organizations in the use of quality management techniques. Conclusions: 1. The analysis of the EFQM and Malcolm Baldrige'o models based on the evaluation of different authors, we can say that this is the model for the best practical application of total quality management principles. Using these models organizations can assess their performance and identify improvement opportunities. These models can be seen as a total quality management principles application instruction, so it's important for them to know and be able to adapt the company's daily activities. 2. Compared EFQM and Malcolm Baldrige'o models, results showed that a more comprehensive assessment of the organization's more appropriate to use the EFQM Excellence Model. 3. The study budgetary institutions “Jonava district physical... [to full text]