Dissertations / Theses: 'Operational excellence'

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Coffey, Shonna (Shonna Marie). "Achieving business and operational excellence in the pharmaceutical industry." Thesis, Massachusetts Institute of Technology, 2008. http://hdl.handle.net/1721.1/43838.

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Thesis (M.B.A.)--Massachusetts Institute of Technology, Sloan School of Management; and, (S.M.)--Massachusetts Institute of Technology, Dept. of Chemical Engineering; in conjunction with the Leaders for Manufacturing Program at MIT, 2008.
Includes bibliographical references (p. 111-114).
Historically the pharmaceutical industry has been highly profitable. However, the increasing regulatory requirements, bargaining power of buyers, and drug failures together with the threat of biosimilars and decreasing R&D productivity are creating challenges for research driven pharmaceutical companies. With future revenue growth uncertain, pharmaceutical companies must focus on cost reduction to sustain the profit margins needed to support research and development of new medicines. The lean methodology first developed by Toyota is recommended as a way to achieve operational success. A deep analysis of the current state of the pharmaceutical industry and the operational inefficiencies inherent in regulated drug production is provided. The renewed importance of operations within the pharmaceutical business model is explored through a case study of the biotechnology segment's leader, Amgen. Specifically, the design and initial rollout of the Amgen Process Excellence (APEX) initiative is studied. The APEX methodology is a six step process based on lean and six-sigma principles to guide operational improvement activities at Amgen. During the author's internship at the Rhode Island site the rollout of the APEX movement included a current state analysis of the site's financial and operational performance. As a result of this analysis, a prioritized list of improvement ideas was generated and incorporated into a future state vision for the site. Implementation of these improvement ideas is estimated to result in a reduction in cycle time by 55%, lower inventory levels, and the elimination of millions of dollars in waste. The following major conclusions were developed as a result of this work.
(cont.) First, substantial improvement opportunities exist within current pharmaceutical manufacturing. Second, pharmaceutical companies must build operational efficiencies into manufacturing process design. Lastly, operational excellence cannot simply be attained through the implementation of an improvement toolkit.
by Shonna Coffey.
S.M.
M.B.A.

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Sahney, Mira K. (Mira Kirti). "Building operational excellence in a multi-node supply chain." Thesis, Massachusetts Institute of Technology, 2005. http://hdl.handle.net/1721.1/34862.

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Thesis (M.B.A.)--Massachusetts Institute of Technology, Sloan School of Management; and, (S.M.)--Massachusetts Institute of Technology, Dept. of Mechanical Engineering; in conjunction with the Leaders for Manufacturing Program at MIT, 2005.
Includes bibliographical references (p. 92-93).
This thesis shows how a combination of macro-economic, business, and organizational factors can lead a well-run company to adopt a "launch-and-expedite" behavior with detrimental effects on operational efficiency. It also demonstrates how it is possible, for an organization that finds itself in such a state, to apply basic operations principles and a data driven approach to systematically get out of the "launch-and-expedite" mode. The thesis presents a method to characterize a real, functioning supply chain in the context of changing conditions and in the absence of perfect data. It shows the analysis, recommendations, and results from a particular supply chain case study at Agilent Technologies, Inc. The project first analyzes and maps the current supply chain to characterize demand and supply variability. A selected menu of operational building blocks is then recommended to improve overall supply chain performance by reducing the internal bullwhip effect and improving on-time delivery. The recommendations are implemented in a successful pilot study and key operational metrics are recorded such as supply chain inventory, on-time delivery, variability of lead-time, and number of expedite/schedule change requests.
(cont.) The particular organizational context of the project and its affect is also considered. Although this thesis provides a case study of the Colorado Springs Technical Center operations and supply chain, results and lessons learned are applicable to other component suppliers or component buyers within multi-node supply chains, particularly those in the capital equipment business.
by Mark K. Sahney.
S.M.
M.B.A.

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Basu, Ron. "Project quality and project excellence : A practical operational perspective." Thesis, University of Reading, 2010. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.529984.

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Thiman, Filip, and Björkman Jonathan. "Operational excellence through partnering with subcontractors in ground engineering industry." Thesis, KTH, Skolan för industriell teknik och management (ITM), 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-264412.

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Construction in Sweden has got a low productivity compared to other manufacturing industries. The construction industry is deeply fragmented and consists of many small companies. The large construction companies are largely dependent on subcontractors. This paper aims to provide answers to how a larger construction company can handle subcontractors in order to achieve higher productivity. The study is carried out in collaboration with JM Entreprenad AB who are involved in ground engineering and foundation work. The study is divided into two questions are to be answered. 1. What effect can be accomplished trough longer supplier relations with subcontractors? 2. Is there any correlation between the number of suppliers and a projects outcome? The choice of method to answer the first question is a extensive literature study, questionnaire survey, interviews and site visits. The second question is answered though an empirical study based on book documentation of inputs and expenses from projects carried out. Collaborating more closely with selected subcontractors receives support in literature and is in line with accepted production principles and is beneficial for increasing productivity. Areas that would primarily benefit from closer work with subcontractors: • Standardization work. • Eliminate waste and avoid sub-optimization. • Quality control and repeatability. • Counteract ’hostile contracting’ and opportunistic thinking. • Improve experience feedback. It is not possible, in this study, to give a clear answer based on literature findings that the construction industry would benefit from closer cooperation and a defined number of subcontractors. One reason may be the lack of data from projects defined by far-reaching collaborations. There is in this setup no correlation between the number of subcontractors and a project’s wine margin. However, this may depend on how the empirical study was conducted och analyzed.
Byggföretag i Sverige har en låg produktivitet jämfört med andra tillverkande industrier. Byggbranschen är djupt fragmenterad och består av många små företag. De stora byggföretagen är till stor del beroende av underleverantörer. Denna artikel syftar till att ge svar på hur ett större byggföretag kan hantera underleverantörer för att uppnå högre produktivitet. Studien genomförs i samarbete med JM Entreprenad AB som är ett stort svenskt anläggningsföretag. Studien är indelad i två frågor som ska besvaras. 1. Vilken effekt kan uppnås genom längre leverantörsrelationer med underleverantörer? 2. Finns det något samband mellan antalet leverantörer och ett projektresultat? Valet av metod för att besvara den första frågan är en omfattande litteraturstudie, enkätundersökning, intervjuer och platsbesök. Den andra frågan besvaras genom en empirisk studie baserad på dokumentation av inkomster och utgifter från genomförda projekt. Att samarbeta närmare med utvalda underleverantörer får stöd i litteraturen och är i linje med accepterade produktionsprinciper. Områden som främst skulle gynnas av närmare samarbeten med underentreprenörer är: • Standardiseringsarbete. • Undvika slöseri och sub-optimering. • Kvalitetskontroll och repiterbarhet. • Minskat opportunistiskt betende. • Erfarenhetsåterföring. Det är i denna studie inte möjligt att ge ett tydligt svar baserat på litteratur om byggföretag skulle uppnå en högre produktivitet av närmare samarbete med ett definierat antal underleverantörer. En anledning kan vara avsaknad av projektspecifik data från projekt som definerats av långtgående samarbeten. Det finns i detta sätt att mäta ingen korrelation mellan antalet underleverantörer och ett projekts vinmarginal. Detta kan dock bero på hur den empiriska studien genomfördes och analyserades.

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Bryans, Robert. "Linking operational excellence to shareholder value : McDonald's as a case study." Thesis, Stellenbosch : Stellenbosch University, 2004. http://hdl.handle.net/10019.1/21214.

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Thesis (MBA)--Stellenbosch University, 2004.
ENGLISH ABSTRACT: McDonald's is world renowned for the benchmark standards it sets in operations management. This is evidenced by the numerous references in operations management textbooks over the last 10-15 years. However, since 1999, McDonald's has not been able to link this operations excellence to creating shareholder value. In fact, the McDonald's share price has declined by 64 % over the last 4 years. In comparison, Wendy's (McDonald's biggest competition in the US fast food market) share price has increased by 2 % over the same period. Understanding why McDonald's has not been able to link operational excellence and the creation of shareholder value is the reasoning behind this mini-thesis. The hypothesis is that there are a number of factors. which influence shareholder value, and operational excellence is but one of these factors. A literature survey was conducted in order lO understand the underlying theories which link operational excellence and shareholder value creation. Evidence supporting this hypothesis is then presented and discussed. In Chapter 3, McDonald's ability to deliver operational excellence is evaluated against the evidence presented in operations management textbooks and other sources. The success of McDonald's in delivering perfonnance in the other factors affecting shareholder value is then discussed in Chapter 4 and compared to its biggest competition. Firstly, the share price of McDonald's is compared to its biggest competition (Wendy's), then the strategy of McDonald's and its impact on shareholder value creation is discussed, along with McDonald's ability to implement the other important factors and drivers, namely customer value creation, efficiency of value delivery and direct financial impact on shareholders. As a result of the above evidence. it was found that there are two basic reasons why McDonald's has not been able to link operational excellence and shareholder value creation: 1. Relative to its competition, McDonald's has not demonstrated sufficient competence in the other factors, which influence shareholder value creation. These factors are: customer value creation and the efficiency of customer value delivery. This is further evidenced by the financial output measures of McDonald's relative to its competition. 2. McDonald's ability in delivering operational excellence has diminished recently. This is evidenced by falling ratings in customer satisfaction surveys. The above reasons are evidenced by customer satisfaction survey results, comparative financial results and a number of non-direct driver results. In order to increase shareholder value creation, it is recommended that McDonald's change the focus of its strategy from operations to the creation of customer value. In order to support this change, the organisational structure and business processes will have to be changed by top management, who must be the crusaders of this change.
AFRIKAANSE OPSOMMING: McDonald's is bekend vir die maatskappy se wereldklas bedryfs bestuur standaardc. Die standaarde word tel kens na verwys in menige bedryfs bestuur handboeke oor die afgelope 10 tot 15 jaar. McDonald's kon egtcr nie daarin slaag om die hoe bedryfsbetuur standaarde in aandeelhouer waarde te omskep nic. Die waarde van die McDonald's aandele het met 64% gedaaJ oor die afgelope 4 jaar. In kontras het Wendy's (McDonald's se grootste mededinger in die Amerikaanse kitskos mark) se aandeel pryse met meer as 2% gestyg oor dieselfde peri ode. Die redc vir hierdie studie is dan juis om te bepaal waarom McDonald's nie hul voortrcflike bestuurs standaarde kon koppel aan stygende aandeelhouer waarde nic. Die hipotese is dat daar 'n aantal faktore is wat die aandeelhouer waarde van 'n maatskappy bepaal en dat bedryfs bestuur standaarde maar net een van hierdie faktore is. 'n Literatuur studie is gedoen om te bepaal wat die verwantskap is tussen puik bedryfsbetuur standaarde en die skepping van aandeelhouer waarde. Die bewyse vanuit die literatuurstudie is dan gebruik om die hipotese mee te toets. In Hoofstuk 3 is die vennoe van McDonald' s om hoe bedryfsbestuur standaarde te handhaaf evalueer aan die hand van die literatuur studie. McDonald's se sukses in die implementering van die ander faktore wat lei tot verhoogde aandeelhouer waarde is in Hoofstuk 4 bespreek en terselfde tyd vergelyk met die verrnoens van sy grootste mededingers. Eerstens is die aandeelprys van McDonald's met die van sy grootste mededinger (Wendy's) vergelyk en tweedens is die strategie van McDonald's en die impak daarvan op aandeelhouer waarde bespreek. Ander belangrike faktore soos kliente waarde skepping. effektiwiteit van waarde toevoeging en direkte finansiele impak op aandeelhouers is ingesluit in die bespreking. Daar is gevind dat daar twee hoofredes is waarom McDonald's nie daarin geslaag het om bedryfs bestuur uitmuntenheid te omskep in aandeelhouer waarde nie: 1. McDonald's het in vergelyking met sy mededingers nie goed genoeg gedoen m.b.t. die ander faktore wat aandeelhouer waarde bernvloed nie. Hierdie faktore is kliente waarde skepping en effektiwiteit van waarde toevoeging. 2. McDonald's se bedryfs bestuur standaarde het begin afneem. Dit word gestaaf deur laer waarderings in klante tevredenheids bepalings. Die onvermoe van McDonald' s om die bogenoemde faktore te implementeer word deur die klante tevredenheids bepalings, vergelykende finansiele resultate en 'n aantaJ indirekte maatstawwe gestaaf. Daar word dus voorgestel dat McDonald's sy stralegiese fokus moet verskuif vanaf bedryfs bestuur optimisering na kliente waarde skepping. Die organisasie struktuur en besigheids prosesse van McDonald's sal dus deur bestuur herorganiseer moet word om die verandering in strategie te kan ondersteun.

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Wand, Daniel, and Tienbao Ho. "Hur företag och organisationer kan attrahera innovationsmöjligheter : Ett uppdrag från Munktell Science Park." Thesis, Mälardalens högskola, Akademin för innovation, design och teknik, 2010. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-11867.

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Syftet med detta examensarbete var att ta fram en modell för att attrahera innovationsmöjligheter till Munktell Science Park i Eskilstuna. Detta gjorde författarna genom att från befintliga teorier deducera fram en hypotetisk modell. Modellen används inte för att skapa innovationer utan för att hitta komplexa problem. Det är lösningarna på de komplexa problemen som i sin tur kan vara innovationerna. Därför har vi kallat de komplexa problemen för innovationsmöjligheter.

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Bergeson, Tara M. "Building operational excellence utilizing a code of ethics a qualitative case study /." Online version, 2008. http://www.uwstout.edu/lib/thesis/2008/2008bergesont.pdf.

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Beeken, Wilhelm Frederik Hartmann. "A model for sustainable operational excellence through knowledge management practices and continuous improvement principles." Thesis, Nelson Mandela Metropolitan University, 2008. http://hdl.handle.net/10948/1061.

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Integrating Knowledge Management maturity with associated Continuous Improvement efforts in order to remain competitive, is absent in most Operational Excellence initiatives. Furthermore, the intertwined relationship of Continuous Improvement and work development becomes a crucial focus area for organisations that wish to establish a continuously evolving management system consisting of core values, methodologies and tools with the aim of creating more satisfied customers with less resources. The old industrial paradigm that focused on labour, capital, materials, and energy viewed technology and knowledge as external influences on production. This framework is now being challenged and a new trend is emerging. This trend seeks to transform the old industrial system to that of a knowledge-based which one can lead to innovation and hence economic advantage. Continuous Improvement as a concept has roots in many other fields, including social-technical system design, human relations progress and the discussion surrounding ‘lean manufacturing’. This study will focus on Continuous Improvement as a noun, referring to on the outcome of the process of a stream of emergent innovations. The primary objective of the study is to create a model that will present an organisation with a three-layer knowledge reference process grid, which will align and depict the surrounding business knowledge functions, knowledge-enabling processes and knowledge-manipulating processes aiming for enabling Operational Excellence. This study promotes the theory that the cognitive domain layer, functional domain layer and resources layer of an organisation can be increasingly stimulated by focusing effort through Continuous Improvement routines towards the associated inter-organisational knowledge processes sustaining Operational Excellence. The proposed model is structured to review, compare, evaluate and integrate existing Knowledge Management practices of ii an organisation within the context of clear definitions for important concepts of Knowledge Management. Additionally the model provides an assessment instrument for evaluating the organisation’s Knowledge Management maturity level. The study concerns itself with two concepts towards business value creation which will lead to increased Operational Excellence. Firstly, the maturity of Knowledge Management processes, and secondly the level of the organisation wide process of focused and continuous incremental improvement namely, Continuous Improvement. A case study with PriceWaterhouseCoopers was concluded and an on-line Internet survey was used with a stratified sample from knowledge workers to test the factors from both a Knowledge Management and Continuous Improvement perspective. These factors were verified by means of a hypotheses network, describing in a structured and descriptive way, the importance of Knowledge Management and Continuous Improvement collectively on sustainable Operational Excellence as an integral development of Operational Excellence. With respect to Knowledge Management practices, the hypothesis network proposed at least three domains, which of knowledge generation, knowledge mobilisation and knowledge application as important input to the proposed process grid of knowledge development and associated layer elements. From a Continuous Improvement principles perspective it is apparent that elements from Continuous Improvement routines and Continuous Improvement characteristics are associated with the organisation Continuous Improvement ability. These findings are also a result of the deliberate design of processes, tools, structures and environments with the intent to increase, renew, share or improve the use of knowledge represented in any of the three elements for structural, human and social of intellectual capital. The proposed model combines the framework of the Boyd cycle as it is conceptualized as self-assessment activities, for it becomes possible to use them as basis of a self-assessment with sense making navigational properties across iii the proposed knowledge process grid for the model. The model will facilitate the concept of a three-layer knowledge reference process grid, which represents the main components of the knowledge processes within the cognitive domain layer, functional layer and resources layer of an organisation. The proposed model will deliver a single value that co-exists with the Knowledge Management maturity level and Continuous Improvement readiness index rating attained. Logical relationships to dynamic, evolving and flexible enabling Knowledge Management practices for each layer of the proposed three-layer knowledge reference process grid will be integrated as output of the proposed model. The research has limitations as Knowledge Management practices were measured using a subjective norm scale. It is suggested that a more comprehensive measure of Knowledge Management maturity processes may be needed to represent this construct. The complexity of the proposed model and the number of associated variables included in the results need further confirmation using possible multiple samples and additional measures of Knowledge Management maturity and Continuous Improvement readiness elements. The benefit of the proposed model as a practical Operational Excellence tool is to overcome the perceived gap of implementing Knowledge Management practices and Continuous Improvement principles collectively to deliver and sustain Operational Excellence.

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Rassey, Louis W. (Louis William) 1973. "Enterprise strategy : leveraging the dynamics and behaviors in a supply chain for operational excellence." Thesis, Massachusetts Institute of Technology, 2003. http://hdl.handle.net/1721.1/34731.

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Thesis (M.B.A.)--Massachusetts Institute of Technology, Sloan School of Management; and, (S.M.)--Massachusetts Institute of Technology, Dept. of Mechanical Engineering; in conjunction with the Leaders for Manufacturing Program at MIT, 2003.
Includes bibliographical references (p. 84-86).
by Louis W. Rassey.
S.M.
M.B.A.

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Jaffré, Maéva. "Réconcilier Lean Product Development et Innovation : Une étude de cas dans l’industrie des semi-conducteurs." Electronic Thesis or Diss., Université Grenoble Alpes, 2024. http://www.theses.fr/2024GRALI022.

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Cette thèse explore l'intégration du Lean Product Development (LPD) au sein du département de recherche et développement (R&D) de STMicroelectronics, un géant mondial des semi-conducteurs. Ancrée dans une approche de recherche-action, elle explore la manière dont le LPD peut être adapté pour stimuler l'innovation en R&D, en révélant les nuances nécessaires pour harmoniser les spécificités de ce département avec les principes du Lean.STMicroelectronics, acteur clé dans le secteur des semi-conducteurs, a été choisi comme terrain d'étude. Son dynamisme et l'impératif constant d'innovation pour rester compétitif dans un marché exigeant en ont fait un cadre propice à l'expérimentation du LPD en R&D.L'approche méthodologique a été résolument immersive, adoptant la posture de chercheur-acteur au sein du programme d’amélioration continue de la R&D technologique de STMicroelectronics. Cette immersion a permis une observation participante authentique, offrant une perspective unique pour collecter des données et expérimenter les principes du LPD directement sur le terrain.Les résultats ont offert des indices cruciaux sur les liens entre le LPD et l’innovation en R&D. La question centrale posée par cette thèse était de savoir si le LPD, en tant que démarche, favorise l'innovation au sein des R&D notamment dans le domaine des semi-conducteurs.La réponse qui a émergé est affirmative, mais conditionnelle. L'adaptabilité du LPD à chaque contexte spécifique est apparue comme une condition sine qua non. L'absence d'un cadre universel a été reconnue non seulement comme une réalité incontestable, mais également comme une force, laissant place à la notion de configuration, mieux apte à appréhender la complexité et la variabilité inhérentes à chaque environnement organisationnel.Le LPD, en plaçant l'humain au cœur de sa démarche, a été identifié comme un catalyseur potentiel pour l'innovation. L'analyse a souligné le rôle critique des comportements humains, tels que la créativité et l’energie/motivation, dans ce processus. Cependant, ces comportements ne peuvent être compris de manière isolée de l’operating system (OS) des entreprises.L'étude a révélé que l'OS, comprenant l’ensemble des outils, des processus, des mécanismes et des activités cadencées d’une organisation, joue un rôle déterminant dans la création d'un environnement propice aux comportements innovants. Plus encore, cet écosystème organisationnel peut agir en tant que levier ou frein, influençant la manifestation de comportements humains favorables à l'innovation.La réussite de l'intégration du LPD pour stimuler l'innovation dépend donc de la synergie entre la configuration spécifique du LPD adoptée, la reconnaissance du rôle central de l'humain, et la conception réfléchie de l'OS de l'entreprise. Ces éléments interconnectés créent un écosystème favorable, où le LPD et les comportements humains collaborent harmonieusement pour promouvoir l'innovation
This thesis explores the integration of Lean Product Development (LPD) within the research and development (R&D) department of STMicroelectronics, a global semiconductor giant. Rooted in an action-research approach, it explores how LPD can be adapted to stimulate innovation in R&D, revealing the nuances needed to harmonize the specificities of this department with Lean principles.STMicroelectronics, a key player in the semiconductor sector, was chosen as the study site. Its dynamism and the constant need to innovate in order to remain competitive in a demanding market made it an ideal setting for experimenting with LPD in R&D.The methodological approach was resolutely immersive, adopting the posture of researcher-actor within STMicroelectronics' continuous technological R&D improvement program. This immersion enabled authentic participant observation, offering a unique perspective for collecting data and experimenting with LPD principles directly in the field.The results offered crucial clues about the links between LPD and R&D innovation. The central question posed by this thesis was whether LPD, as an approach, fosters innovation within R&D, particularly in the semiconductor field.The answer that emerged was affirmative, but conditional. The adaptability of the LPD to each specific context appeared to be a sine qua non condition. The absence of a universal framework was recognized not only as an indisputable reality, but also as a strength, giving way to the notion of configuration, better able to apprehend the complexity and variability inherent in each organizational environment.By placing people at the heart of its approach, the LPD was identified as a potential catalyst for innovation. The analysis highlighted the critical role of human behaviors, such as creativity and energy/motivation, in this process. However, these behaviors cannot be understood in isolation from a company's operating system (OS).The study revealed that the OS, comprising all the tools, processes, mechanisms and cadenced activities of an organization, plays a decisive role in creating an environment conducive to innovative behavior. What's more, this organizational ecosystem can act as a lever or a brake, influencing the manifestation of human behaviors conducive to innovation.The successful integration of LPD to stimulate innovation therefore depends on the synergy between the specific LPD configuration adopted, the recognition of the central role of people, and the thoughtful design of the company's OS. These interconnected elements create a favorable ecosystem, where LPD and human behaviors collaborate harmoniously to promote innovation

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Ozumba, Callistus Ifeanyichukwu. "Organizational performance improvement in an oil producing facility in Nigeria through operational excellence / Callistus Ifeanyichukwu Ozumba." Thesis, North-West University, 2011. http://hdl.handle.net/10394/8403.

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This research work focuses on the improvement of organizational performance through the implementation of Operational Excellence. It presents various models that are applicable to different industries, and which can be adapted to fit organizational needs. Operational Excellence has been given different definitions by different people and organizations. However, it is a disciplined integrated management system that improves organizational performance through the application of best practices and continuous improvement efforts. When successfully implemented, it ensures waste reduction or elimination, lower operational costs, quality improvements and customer satisfaction, all of which translate to improved and sustained business profitability and growth. Even in hostile business environments like in Nigeria, Operational Excellence has been shown to improve performance. A study of an organization implementing an Operational Excellence model revealed the following: I. Improved environment, health and safety (EH&S) performance where targets of zero fatalities and reduced incident numbers and rates were achieved, surpassed and sustained. II. Improved reliability and efficiency performance through a robust asset integrity, reliability and optimization process. III. Successful cost reduction efforts in security, marine and aviation services. IV. A flourishing relationship with host communities. The assessment of an organization to determine how well it is doing can be achieved using The Oliver Wight ABCD Checklist for Operational Excellence. This was used in this work and found to be a very important tool. High points and challenges to achieving anticipated results were discovered and included in this work.
Thesis (M.Ing. (Development and Management Engineering))--North-West University, Potchefstroom Campus, 2011

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Alhas, Haydar Ali. "An innovative operational management method for process excellence in global operations and in the production of composite materials throughout the aeronautics supply chain." Thesis, Châtenay-Malabry, Ecole centrale de Paris, 2014. http://www.theses.fr/2014ECAP0035.

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Dans le cadre de cette thèse, nous rechercherons comment éliminer les opérations de non-valeur-ajoutée dans la fabrication des pièces en matériaux composites incluant la fixation des puces RFID directement dans les pièces en matériaux composites utilisées dans les industries aéronautiques et spatiales. Nous proposerons une nouvelle méthode innovante. Cette méthode industrielle utilise la technologie RFID pour aider éliminer les étapes de non-valeur-ajoutée qui empêchent des améliorations opérationnelles. En plus d’aider à éliminer des opérations de non-valeur-ajoutée, cette technologie peut permettre d’augmenter la communication transverse entre des processus opérationnels. L'utilisation appropriée de technologie RFID peut aussi aider à augmenter la visibilité des produits, des données et des outils dans la fabrication. Les étapes de contrôle inutiles qui induisent des délais de processus plus importants et des coûts additionnels plus élevés peuvent automatiquement être éliminées. De plus, cette méthode permet d’assurer une macro et micro traçabilité. La technologie RFID marche très bien tant avec la fibre de verre qu'avec les composés de fibre de carbone industriels. L’intégration de ces aides technologiques dans les pièces composites permet de créer des matériaux "intelligents" et de communiquer avec d'autres systèmes industriels qui sont voisins, ou dans un autre pays via le logiciel. Et cette capacité peut aider à réduire la documentation et améliorer la traçabilité pendant les phases industrielles transverses de l'entreprise. Les Informations peuvent être stockées sur la puce à l’avance ou bien après chaque processus. Ceci permet aussi d’élaborer de nouveaux processus et des occasions de traitement de la part de la société pour les parties qui sont en service. De cette façon, la puce peut permettre une communication entre le fabricant et le client. Les informations sur l'Étiquette RFID permettent aux pièces d'être gérées plus rapidement et à distance pendant tout le cycle de vie de la pièce. Les informations enregistrées sur la puce pendant la fabrication de la pièce composite peuvent même être lues, avec un ajout d’information, pendant que la pièce est en service. La méthode que nous proposons est la fixation la puce RFID dans les pièces en matériaux composites. Le dépistage et le contrôle automatiques de ces parties permettra à nos processus industriels d'être plus efficaces et visibles pendant la fabrication, aussi bien que le support après la livraison du produit. Dans un proche avenir, des entreprises nationales et internationales transformeront leur ingénierie et procédés de fabrication en appliquant cette méthode novatrice qui accélère les cycles de vie, maximise l'efficacité et élimine des étapes inutiles dans le processus. En conséquence, ces entreprises seront dans une bien meilleure position pour maximiser leur productivité et des nouvelles occasions de produit/marché aussi bien que la documentation de produit efficace et les processus de production aideront des entreprise ou les clients à abaisser leurs coûts d'exploitation, à augmenter la productivité des salariés, à améliorer la conformité, le délai de diminution et à faire des progrès plus rapides dans le domaine de la durabilité. En résumé, le fait de diminuer le délai de livraison à chaque étape dans le processus "On-Target" soutiendra) grandement la performance de " On-Cost" et " On-Quality". En utilisant cette méthode, les fabricants deviendront capables de diminuer considérablement leurs coûts, d’améliorer de façon significative les améliorations de processus, d’augmenter l’innovation à chaque étape du processus et de lancer dans l’entreprise des actions qui lui conféreront une vaste excellence opérationnelle
The main objective of this thesis is to improve the traditional manufacturing processes in the company and to replace the traditional manufacturing methodology by new method in order to improve the manufacturing efficiency (time, cost, quality, safety of the products etc.). In the frame of this thesis, we will focus on how to eliminate the non-value added operations in the manufacturing by the embedding RFID tags directly in the composite parts used in aerospace companies. We will propose a new innovative state of the art composite manufacturing method that uses RFID technology to help eliminate non-value added manual steps that impede operational improvements. This technology can help to eliminate non-value added operations and increase the communication across operational processes. The appropriate use of RFID technology can also help increase the visibility of the products, data, and tools in manufacturing. The unnecessary control steps which induce higher process lead-times and higher additional costs can automatically be eliminated. The macro and micro traceability of processes and products (such as the part information, lifecycle, movement history and location) can all be automated and digitized with less manual intervention and less paper documentation. Carefully using this technology across our production processes, we can rapidly transform operational processes and improve their accuracy, control and efficiency. This is a lean, innovative and value adding innovative approach that significantly increases the visibility and monitoring of processes. RFID technology works very well with both glass and carbon fibre composites’ manufacturing. This technology helps makes the composite parts “smart” and communicate with other manufacturing systems that are nearby or in another country via software. And this capability can help reduce documentation and improve traceability during the manufacturing phases and across the company. Information can be stored on the tag before and/or after each process. This also enables new process and company service opportunities for parts that are in-service. In this way, the tag can enable a communication between the manufacturer and customer. The information on the RFID Tag enables the parts to be managed faster and remotely across the full lifecycle of the part. The information recorded on the RFID Tag during the manufacturing of the composite parts can even be read and more information can be read during in-service. This information can create an advantage for any modification of the parts, repair, and maintenance in the future. In this way, RFID based processes can reduce unnecessary steps across the whole supply chain and reduce the high workload of manual processes and documentation. Furthermore, costs can be minimized due to increased visibility and elimination of unnecessary steps across processes. Using RFID technology by direct embedding of the RFID Tag in the composite parts intends to measure and reduce “Process Variation”. The idea here is not to move the tasks, but to optimize and eliminating the non-value added tasks by using RFID based production method “embedding of RFID Tag in Composite parts”. The method that we propose is embedding the RFID tag in the composite parts. Automatically tracking and monitoring these parts will enable our industrial processes to be more efficient and visible during manufacturing as well as in service-processes that occur after delivery of the product. As mentioned previously, the intention here to enable our composite parts to be “smart” so they can be communicated to automatically across their lifecycle. This will help create an industrial "Internet of Things”. [...]

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Sabri, Yasmine. "Mail-Returns Process Optimization Using Lean Thinking Principles at The Swedish Tax Agency." Thesis, KTH, Industriell produktion, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-98792.

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Lean Thinking has been widely implemented in various industries in the production context. Lately a number of companies in the service sector have developed lean systems within their organisations to improve efficiency, productivity, and quality of their services. In our study we are putting forward an approach for operational excellence using Lean Thinking principals in the public service context. The study was performed at the Swedish Tax Agency and the main process examined was mail-returns handling process, the main goal was to improve business process by eliminating non value adding activities within the mail-returns handling process. A thorough investigation of the Swedish Tax Agency process was carried out, primary (core) business process was identified. We examined the supporting processes and how they can affect the primary process performance, and we defined the activities associated with mail-returns handling process and the costs incurred, which led to having a fact-sheet that examined the entire process. Process mapping for the current state was carried out and Root Cause Analyses was performed. We identified root causes of the problem and process elements with high improvement potential, and we presented an optimisation proposal for the current state. Based on the optimisation proposal, an improvement proposal for the whole process was developed. Some of the notable attributes of this redesigned strategy were substantial cost savings and reduced process time. The proposal was approved by the Swedish tax agency and practical implementation is initiated.

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Neramballi, Abhijna, and Babu Sujay Suresh. "Development of performance measurement systems for core plants : Final report, Master's thesis 2017." Thesis, Tekniska Högskolan, Högskolan i Jönköping, JTH. Forskningsmiljö Industriell produktion, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-37333.

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Since the dawn of globalization, manufacturing companies around the world have been expanding their global footprint to stay competitive. International manufacturing network of a company consists of plants with different roles and responsibilities spread across different locations around the world. Due to this increasing geographical dispersion and competitiveness, effective co-ordination of these plants has become a priority along with achieving effective and efficient operations. This led to the development of the Core plant role. Core plants are the manufacturing plants that aims to achieve competitive and effective production, generate and transfer knowledge, while leading and coordinating the other plants within the network. However, the core plant role varies significantly across companies and academia due to a lack of a common understanding regarding its responsibilities and objectives. Furthermore, the performance of core plants are being measured with the same generic KPIs as the other plants, even though their roles and responsibilities varies significantly. As a result, it has become difficult to measure their true performance and contribution of value to the network. The purpose of this thesis is to contribute to the development of comprehensive performance measurement system that collectively measures the true performance and value of the core plant role to its international manufacturing network. Initially, the thesis investigates and bridges the mentioned knowledge gap with a two-tier literature review, before establishing their validity and relative importance in empirical context through survey. The survey approach is also utilized to assess the current situation of performance measurement among core plants of different manufacturing companies. The findings suggest that ‘attaining operational excellence’ has the highest strategic importance but this responsibility only extends to individual plant level not the network level. The core plant, network level responsibility ‘knowledge generation’ has the highest relative strategic importance and ‘Capability development’ has the lowest relative strategic importance. The findings also reveal that the performance measurement systems of network level core plant responsibilities are either poorly developed or non-existent. The thesis concludes with a suggestion of a conceptual framework that provides the guidelines to develop a comprehensive performance measurement system for core plants. The findings and suggestions are of practical relevance to the top management of international manufacturing companies and academia for conducting future research.

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Matheis, Sebastian. "Preparation of a Class A certification in the field of pharmaceutical packaging through mapping and optimization of business processes and implementation of the Oliver Wight Class A Behaviors for Business Excellence." Thesis, Uppsala universitet, Institutionen för biologisk grundutbildning, 2014. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-227771.

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On the road to success, companies need to fulfil their stakeholders’ expectations. On the road to business excellence, companies need to exceed these expectations. Oliver Wight Inc. has established a certification called Class A Business, which shows that a company is exceeding stakeholders’ expectations and that it performs in the upper quartile in its respective industry. The Class A Business certification is awarded, once a company fulfils a certification checklist with Class A Business criteria. To get to this point, a company can design their road to business excellence by following a specific set of nine Class A Behaviors. This study focuses on four of these behaviors, divided in three parts, and how they are implemented at a pharmaceutical packaging department at Roche in Kaiseraugst, Switzerland. In addition, through employee feedback potential areas of improvement are identified. For a company to understand how it is running, it has to understand its underlying processes. Once the processes are in place, a process-oriented way of thinking can change a company to make decisions based on process’ needs rather than on individual preferences. Business processes and their potential for continuous improvement were the first part of the study. The second part of the study investigated the communication of different functions in the packaging process and how the flow of information could be improved. In the third part, the usage of operational metrics in the packaging department is researched by a user feedback survey. An innovative way to visualize meeting conversations was developed in this study to make meetings more tangible for the reader. This is a newly developed and never before described method for business research colorfully showing interactions in meetings. The results are very intriguing. Simple thought business elements seem to pose larger hurdles than would be expected sometimes.

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Renó, Gece Wallace Santos. "Trabalho padronizado e equipes semi autônomas: adaptação, aplicação e análise de um modelo a partir de múltiplos casos em uma empresa do setor químico." Universidade Federal de São Carlos, 2014. https://repositorio.ufscar.br/handle/ufscar/3440.

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Made available in DSpace on 2016-06-02T19:50:23Z (GMT). No. of bitstreams: 1 5924.pdf: 2807754 bytes, checksum: 3d23771c039861a524611ded561280a7 (MD5) Previous issue date: 2014-06-30
The manufacturing companies are increasingly investing time and attention to improving its operating performance by accepting that this is one of the few ways to be competitive in the medium and long term and thus leaving the short-term vision where operational improvements are mainly evaluated as cost reductions of production and labor. The manufacturing management must seek the proper standardization of operations, compliance with these standards and continuous improvement, using this as a basis for synchronization of material flows and information, and to guarantee the quality and safety requirements, as well as the increase responsibilities and autonomy of people in the workplace. This is the main base of lean manufacturing (lean), which, associated with the concept of semi autonomous teams (this aimed at increasing the responsibility of the workers), significant operational success is bringing to companies that have deepened in its implementation and support. This thesis presents six case studies where there was the application of a model of standardized work and the concept of semi-autonomous teams simultaneously in different plants of the same company in the Brazilian chemical industry. The developed approach was the adaptation and application of a systematic model with five pre-defined steps, and structuring teams with semi autonomous work patterns as well as their roles and responsibilities. The model applied in the six cases studied was adapted based on a reference from the company's headquarters and research of market practices, adapted to reality and to the organizational structure of these units. The plants studied have different levels of technology and products portfolio, as well as operation time that distanced up to four decades of each other, where it was observed significant impact on speed of deployment, with different levels of acceptance by the leadership and comprehensiveness of results arising from the application of the model. Quantitative aspects of implementation, such as Safety, Quality and Productivity, which showed significant weight gains after the implementation of the model were evaluated and achieved medium gains of 25% in Productivity, 33% in Quality and 47% reduction in setup times as well as qualitative aspects such as absenteeism, the perception of those involved on the shop floor by the physical change in the working environment and the impact of standardization and systematization of activities on the motivation and performance of employees working in the semi autonomous teams. As conclusions, it´s discussed the potential constraints that influence the greater or lesser success of the applications in each of the six units.
As empresas manufatureiras estão investindo cada vez mais tempo e atenção à melhoria de seu desempenho operacional aceitando que este é um dos poucos caminhos para serem competitivas no médio e longo prazo e desta forma saindo da visão de curto prazo onde melhorias operacionais são principalmente avaliadas como redução de custos de produção e de mão de obra. A gestão da manufatura deve buscar a correta padronização das operações, o cumprimento destes padrões e sua melhoria contínua, usando isto como base para a sincronização dos fluxos de materiais e informações, e para a garantia dos requisitos de qualidade e segurança, assim como o incremento das responsabilidades e da autonomia das pessoas no ambiente de trabalho. Esta é a base principal da manufatura enxuta (lean), que, associada ao conceito de equipes semi autônomas (este visando o incremento da responsabilidade dos operários), tanto sucesso operacional está trazendo às empresas que se aprofundaram em sua implementação e sustentação. Nesta tese apresentam-se seis estudos de caso onde houve a aplicação de um modelo de trabalho padronizado e do conceito de equipes semi autônomas de forma simultânea em diferentes fábricas de uma mesma empresa do setor químico brasileiro. A abordagem desenvolvida foi a adaptação e aplicação de um modelo sistematizado com cinco etapas pré definidas, e estruturação das equipes semi autônomas com padrões de trabalho bem como de seus papéis e responsabilidades. O modelo aplicado nos seis casos estudados foi adaptado com base em uma referência da empresa matriz e pesquisas de práticas de mercado, alinhado à realidade e à estrutura organizacional destas unidades. As fábricas estudadas possuem diferentes níveis de tecnologia e tipos de produtos, assim como tempo em operação que as distanciam até quatro décadas umas das outras, de onde se observou significativo impacto na velocidade de implantação, havendo diferentes níveis de aceitação das lideranças e abrangência dos resultados oriundos da aplicação do modelo. Foram avaliados aspectos quantitativos da aplicação, tais como Segurança, Qualidade e Produtividade, que apresentaram ganhos significativos médios após a aplicação do modelo, da ordem de: 25% em Produtividade, 33% em Qualidade e 47% de redução dos tempos de Setup, assim como os aspectos qualitativos como o absenteísmo, a percepção dos envolvidos do chão de fábrica quanto à mudança física do ambiente de trabalho e o impacto da padronização e sistematização das atividades na motivação e desempenho dos empregados atuando no formato semi autônomo. Como conclusão, discute-se que condicionantes influenciam o maior ou menor sucesso das aplicações em cada uma das seis unidades.

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Stevens, Ana. "Options for developing a new mid micron value proposition for consumers." Lincoln University, 2007. http://hdl.handle.net/10182/364.

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The research for this thesis "Options for Developing a New Mid Micron Value Proposition for Consumers", is a part of a larger "New Mid Micron Products" project initiated by Mid Micron New Zealand Inc with the key goal of turning the Mid Micron Sector into a more vibrant and profitable one. The motivation for the project can be found in the dramatic fall in demand for New Zealand Mid Micron wool over the past decade. Two dominant causes for the fall in demand for Mid Micron wool were identified: the substandard skin comfort of final products made from Mid Micron wool, and a problem with the structure of the Mid Micron Sector. These problems are addressed in the "New Mid Micron Products" project that combines new product development and new marketing initiatives. Product development involved the use of new spinning technology to improve skin comfort quality and develop new products that are softer and prickle free. The aim is to extract more value for woolgrowers by having the wool converted into a higher value product. The new marketing initiatives, which were identified in this thesis research, Focusing On New Market Segments via E-Commerce and Reconfiguring The Value Chain, and concentrate on the operational issues of capturing the value from the newly developed Mid Micron products. Taking into account the nature of the overall Mid Micron Project and type of developed products, this research identified the Operational Excellence and Product Leadership models as alternative routes to develop a new Mid Micron Value Proposition for consumers. Operational Excellence, and the associated Cost Leadership strategy, is a low capital investment option, while Product Leadership and the associated Differentiation strategy is a high capital investment option. The models' principles and their elements, products, price and delivery to market, are evaluated in the context of the Mid Micron Business.

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Lawrence, Nathan. "Driving Strategies in Performance Excellence." ScholarWorks, 2017. https://scholarworks.waldenu.edu/dissertations/3900.

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Only a small number of U.S. businesses have implemented the Baldrige Criteria for Performance Excellence to improve their performance. The purpose of this multiple case study was to explore strategies that executive business leaders use to implement the Baldrige Criteria for Performance Excellence. The study population consisted of 6 business executives and 2 organizations in the U.S. state of Texas, all with experience in implementing the Baldrige Criteria for Performance Excellence. The theory of high performance work systems provided the conceptual framework for the study. Data were gathered from interviews and record reviews that were conducted within the organizations. Inductive analysis was used to identify words, phrases, ideas, and actions that were consistent among participants and organizations as well as to identify patterns and themes. Triangulation of sources between the interview and record review data was used for consistency. Three main themes emerged from data analysis: organizational leaders embedded the Baldrige Criteria for Performance Excellence into native work models; they also used robust strategy deployment systems with accountability for action plans to spread the Baldrige Criteria for Performance Excellence; and, rather than specifically create goals to align with the Baldrige Criteria for Performance Excellence, they identified actions to reach organizational strategic goals that were created using the Criteria as a business model. Implications for positive social change arising from this study include the potential to increase the number of available jobs by improving overall organizational performance through the increased implementation and use of the Baldrige Criteria for Performance Excellence among U.S. organizations.

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Veber, Michael. "Hodnocení finanční výkonnosti podniku prostřednictvím benchmarkingu." Master's thesis, Vysoké učení technické v Brně. Fakulta podnikatelská, 2016. http://www.nusl.cz/ntk/nusl-241580.

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This master thesis is concerned with financial and business performance evaluation of the company RENATEX CZ a.s. Theoretical part deals with strategic analysis, company performance measuring methods, and financial analysis indicators. The practical part first evaluates RENATEX’s business environment and then, it provides a comparison of the company with selected competitors. While still using benchmarking methods, next phase of the thesis compares operational and financial indicators, services and products in offer, their quality, and implemented business strategies. Finally, the thesis suggests various measures to improve financial and business performance of the company.

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Francis, Trisha. "Requirements analysis for the development of digital library for the DoD Information Operations Center for Excellence (IOCFE)." Thesis, Monterey, California. Naval Postgraduate School, 2006. http://hdl.handle.net/10945/2587.

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In a memo from Paul Wolfowitz, Deputy Secretary of Defense, "The Naval Postgraduate School (NPS) is hereby designated the DoD Information Operations Center for Excellence. In that capacity, NPS shall facilitate development of Information Operations as a core military competency and innovation." Commander, US Strategic Command (USSTRATCOM) will serve as Operational Sponsor for the Center on behalf of the Combatant Commands. The Secretary of the Navy and Commander USSTRATCOM will develop a charter for the Center on Wolfowitz's approval, in coordination with the Under Secretaries of Defense for Policy and Intelligence, the Chairman of the Joint Chiefs of Staff, and other DoD officials as appropriate. The charter will address oversight and activities of the Center, including graduate education, research, research opportunities, and transformation. As a tool to enhance the IOCFE USSTRATCOM is looking into the development of a digital library which will specifically provide resources for the Information Operations Community. This thesis conducts a preliminary requirements analysis for the development of a digital library. Successful development of this digital library is expected to effectively enhance the operational areas of Information Operations and Information Warfare within the Department of Defense.

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Tervonen, P. (Pekka). "Integrated ESSQ management:as a part of excellent operational and business management—a framework, integration and maturity." Doctoral thesis, University of Oulu, 2010. http://urn.fi/urn:isbn:9789514262296.

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Abstract When examining management from the viewpoint of systems approach, the main elements are the overall management systems of a company and the related ESSQ matters and other critical success factors, depending on their theme. Excellent business management e.g. by taking advantage of quality award models is also becoming one of the cornerstones of the success of an organisation. Companies increasingly need more efficient and productive systems to maintain their competitiveness. These kinds of systems should continuously improve the company's operations and increase the satisfaction of customers and other interest groups. A qualitative approach is mainly applied in this dissertation. This dissertation is composed of five research papers, in which qualitative approach is also used. The empirical data of this dissertation were obtained through interviews and a questionnaire among experienced industrial managers. All individual interview results and replies to the questionnaire were analysed and, when appropriate, compared to the literature. Finally, conclusions and synthesis were drawn based on the analysis. As a general conclusion, it can be stated that combining issues that fall under different themes is reasonable because, on one hand, the causes of problems may be common to all areas and, on the other hand, solving one separate problem may easily lead to problems in other fields of business. Business-orientedness can be further increased by taking maturity models into consideration. Organisations, which apply holistic management systems that take all essential success factors of business into consideration, approach the natural functioning of an organisation. The integration of different operational areas into one system will facilitate the management of operations, increase internal co-operation and save resources, time and costs. The starting point of holistic management is that needs can be fully addressed only when all relevant variables of the entire organisational system are taken into consideration. Systematically integrated management systems that cover different operating models in an extensive manner and that function well are not yet common, but there is a clear trend towards the integration of different systems. This dissertation indicates that the ultimate purpose and genuine contribution to business of Integrated ESSQ Management and maturity models is to provide a framework, which helps companies to better understand and incorporate these issues as a part of their overall Operational and Business Management. In principle, every company should develop its own management model that is tailored to meet the needs of the organisation in question.

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Kósová, Michaela. "Hodnocení finanční výkonnosti společnosti prostřednictvím benchmarkingu." Master's thesis, Vysoké učení technické v Brně. Fakulta podnikatelská, 2017. http://www.nusl.cz/ntk/nusl-317111.

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The master's thesis focuses on the assessment of the financial and business performance of the company Direct Parcel Distrubution CZ s. r. o. by using the methods of benchmarking. The first part of work provides a theoretical background for the issue, with an emphasis on benchmarking. The second part of the thesis contains introduction of the company and situational analysis of the company. The following is the main part of the thesis, the acutal benchmarking of the company with selected competitors. The thesis concludes proposals to improve the financial and business performance of Direct Parcel Distribution CZ s.r.o.

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Sartal, Rodríguez Antonio. "Ensayos sobre excelencia operacional: una interpretación evolucionista del papel de las tecnologías de la información y de los retos medioambientales." Doctoral thesis, Universitat de Girona, 2015. http://hdl.handle.net/10803/405476.

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Lean practices have been associated with high firm performance in terms of productivity, quality and safety at work, and in fact there is still a long way to spread these practices in SMEs and support activities in the value chain. This assessment does not mean, however, that Lean Thinking may be confronting increasing limitations to face new customer requirements in terms of customization and response times. In this context this Doctoral Thesis investigates, with the Evolutionary Theory of the Firm as theoretical framework, how and why the internalization of certain "mutation factors" (TI, environmental considerations and innovation needs) in organizational routines, can generate new capabilities that allow companies to adapt successfully and remain competitive
Entendiendo que las prácticas Lean han demostrado estar asociadas a un alto rendimiento empresarial en términos de productividad, calidad o seguridad en el trabajo, y de hecho queda todavía un largo recorrido para difundir estas prácticas en las PYMEs y en las actividades de apoyo de la cadena de valor; esta valoración no impide sostener, sin embargo, que el Lean Thinking como paradigma de gestión puede estar agotándose ante las nuevas exigencias del cliente en términos de personalización y plazos de respuesta. En este contexto nuestra Tesis Doctoral indaga, con la Teoría Evolucionista de la Empresa como marco teórico, en cómo y por qué la internalización de determinados "factores de mutación" (TI, las consideraciones medioambientales o la necesidad de innovación) en las rutinas organizativas, pueden generar nuevas capacidades que permitan a las empresas a adaptarse al entorno y seguir siendo competitivas

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Campos, Joaquim Manuel de Oliveira. "A procura da melhoria da eficiência operacional em ambiente MRO." Master's thesis, Instituto Superior de Economia e Gestão, 2015. http://hdl.handle.net/10400.5/10660.

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Mestrado em Gestão e Estratégia Industrial
Este trabalho procura respostas relacionadas com a perseguição de níveis de excelência operacional por parte das organizações visto que nos dias em que se vive hoje, também as organizações passam por recessões económicas e por isso são obrigadas a reinventarem-se, procurarem e implementarem ações para melhorarem a eficiência das suas operações, e assim apresentarem vantagens competitivas relativamente aos seus adversários. Da revisão da literatura surgiram várias abordagens que se procura investigar como flexibilidade estratégica e capacidades das empresas e ainda abordagens relacionadas com a metodologia LEAN e indicadores de desempenho. Este trabalho ilustra dois projetos que procuram a melhoria da eficiência operacional por parte de uma empresa que opera em ambiente MRO. Um corporativo que é transversal a todas as áreas da empresa, e outro local, focado na operação de MRO de componentes aeronáuticos que vai para além das ações corporativas. Verifica-se que o resultado da ações locais ficaram aquém do esperado, mantendo a dificuldade da gestão da expectativa gerada no cliente, apesar do esforço e vontade dos gestores no desenvolvimento e implementação de ações na procura de melhorar a eficiência operacional quando comparados com o resultado das às ações corporativas. Ou seja, os gestores de operações que se deparem com o problema de terem de melhorar a eficiência operacional de uma qualquer operação que estejam envolvidos têm uma probabilidade maior de sucesso se desenvolverem e implementarem projetos corporativos que envolvam o maior número de colaboradores e que seja transversal a toda a empresa.
This work it aims to find answers regarding the organizations in the pursuit of the operational efficiency by the organizations. In the days that we living today, the organizations also have to struggle with the economic resection due to economics cycles and global competitiveness and therefore are enforced to reinvent themselves in searching for and in implementing actions to improving the efficiency of its operations and so achieve competitive advantage against the competition. There is different approaches in literature review that can be explored such as strategic flexibility and companies' capacity and approaches linked with lean methodology and KPI's. This work refers two projects, one corporate and other local. Both projects pursuing the operational efficiency improvement from a MRO company. The corporate project cover all areas off the company, and other local focusing on MRO aeronautic components that goes beyond the corporate actions. It appears that the outcome of the local actions, was less than expected, maintaining difficult the client expectation management, in spite of considerable efforts on the part of the managers in implementation and developing actions for improving the operational efficiency when compared to the outcome of the corporate actions. In other words, the operations managers that have operational problems to solve from any operation that they are involve, they will probably go get better results if implement and developed corporate actions, that involve the majority of workers and that cover the majority of the company departments.

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Boykins, Regenia R. "Nonprofit Leaders' Strategies for Succession Planning." ScholarWorks, 2019. https://scholarworks.waldenu.edu/dissertations/6525.

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Many nonprofit organizations lack systematic approaches to succession planning. The absence of a strategic succession plan can limit leaders' abilities to maintain organizational sustainability and fulfill the organization's mission. The purpose of this single-case study was to explore strategies nonprofit leaders used to develop succession plans. The conceptual framework for the study was the knowledge transfer theory. Participants included 3 nonprofit leaders from an educational organization in the southeastern United States. Data were collected through semistructured interviews and analysis of internal organizational documents and publicly available data. Using an inductive content analysis, 3 themes emerged: boards of directors were critical to the process of developing a strategic plan for succession; leadership transition, whether planned or unplanned, necessitated preparation; and leadership development was a valued practice that contributed to a succession planning strategy. The results of this study might contribute to positive social change by providing nonprofit leaders with succession strategies to recruit, retain, and prepare leaders to ensure organizational sustainability and mission attainment. Nonprofit educational leaders who develop succession planning strategies can enhance organizational continuity and develop competent volunteers to provide much-needed programs for the communities they serve.

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Francisco, Melissa. "A Framework of Critical Success Factors for Business Organizations that Lead to Performance Excellence Based on a Financial and Quality Systems Assessment." Doctoral diss., University of Central Florida, 2014. http://digital.library.ucf.edu/cdm/ref/collection/ETD/id/6272.

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One of the most important tasks that business leaders undertake in order to achieve a superior market position is strategic planning. Beyond this obligation, business owners desire to maximize profit and maintain steady growth. In order to do this, resources must be invested in the most efficient way possible in order to achieve performance excellence. Adjusting business operations quickly, however, especially in times of economic uncertainty, is extremely difficult. Business leaders therefore need insight into which elements of organizational improvement are most effective in order to strategically invest their resources to achieve superior performance in the most efficient way possible. This research examines the results of companies which have a demonstrated ability to achieve performance excellence as defined by the National Institute of Standards and Technology's Malcolm Baldrige Criteria for Performance Excellence. This research examined award-winning applications to determine common input factors, compared the business results of a subset of those award-winners with the overall market for a time-frame of 11 years, and then investigated the profitability, liquidity, debt management, asset management, and per share performance ratios of award-winners compared with their industry peers over 11 years as well. The main focus of this research is to determine whether participation in performance excellence best practices have created value for shareholders and business owners. This objective is achieved through the analysis of performance results of award winning companies. This research demonstrates that the integration of efforts associated with performance excellence is in-fact advantageous.
Ph.D.
Doctorate
Industrial Engineering and Management Systems
Engineering and Computer Science
Industrial Engineering

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Blacklock, Jordan. "The Strategic Plan of a Medium-Size Enterprise Compared to the Baldrige Criteria." TopSCHOLAR®, 2013. http://digitalcommons.wku.edu/theses/1304.

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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.

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Carvalho, André Mendes. "Operational excellence, culture and agility: key concepts to manage technical industries." Doctoral thesis, 2020. http://hdl.handle.net/1822/72829.

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Tese de Doutoramento (ramo de conhecimento em Líderes para as Indústrias Tecnológicas)
Operational Excellence is often used by organizations in search for improved performance results. However, and in an increasingly dynamic business environment, its capacity to make organizations successful in the long term has yet to be demonstrated. Literature shows how the relationships between Operational Excellence and either Organizational Culture or Organizational Agility have been well explored in the past. However, no integrative perspective on the three concepts had been advanced. In the face of this research opportunity, a theoretical framework is first proposed. Based on the existing literature, it offers an insight on how Operational Excellence initiatives may foster adaptability in organizations. To do so, such initiatives should look to promote an excellence-oriented culture that continuously seeks to offer value to the market – and in a highly unstable business environment, such value must include the capacity to be agile. If these conditions are met, the sustainability of Operational Excellence may more easily be achieved, with organizations being able to develop Organizational Agility capabilities. Despite being built on a strong conceptual background, the complete understanding of the relationships between concepts requires a practical perspective that can only be collected in an industrial environment. Using a structured-case approach, a series case studies were performed in order to gather empirical evidence and to further develop the conceptual framework. A total of ten organizations were studied, and their capabilities in terms of Operational Excellence, orientation of the Organizational Culture, and Organizational Agility were assessed. Results show the relationship of influence between the three concepts under consideration, each one being connected with the others through positive reinforcement. It shows how Operational Excellence Programs have an important role in the development and scaling up of Organizational Agility capabilities, and highlights how different contexts may influence these dynamics. This work presents a novel approach that brings together Operational Excellence, Organizational Culture, and Organizational Agility, allowing a better understanding of the balance needed to maintain high technical and operational performance levels while dealing with pressure to change. It connects and upholds the importance of Organizational Agility and of the cultural paradigm in the management of Quality and Operations in technical and technological organizations.
A Excelência Operacional é usada recorrentemente na procura de melhores resultados operacionais. No entanto, e num mundo em constante mudança, a compreensão do seu impacto no longo prazo é ainda limitada. A literatura científica mostra que as relações da Excelência Operacional tanto com a Cultura Organizacional como com a Agilidade Organizacional estão bem estudadas. Apesar disso, ainda não existia uma perspetiva integradora dos três conceitos. Perante esta lacuna, o projeto desenvolvido começa por apresentar um quadro teórico em que se promove essa integração. Para tal, foca o desenvolvimento de uma cultura orientada à excelência, e, num ambiente operacional altamente instável, inclui, no âmbito da criação de valor, a sustentabilidade das iniciativas de Excelência Operacional através do desenvolvimento de recursos e aptidões focadas na Agilidade Organizacional. No entanto, e ainda que este quadro teórico tenha sido desenvolvido sobre uma forte base concetual, o entendimento completo das relações entre os conceitos em estudo requer uma perspetiva prática que só pode ser adquirida em ambiente industrial. Assim, o desenvolvimento da teoria assentou, numa segunda fase, em dados recolhidos em organizações altamente técnicas e tecnológicas. Através de um total de 10 estudos de caso, foram avaliadas capacidades em termos de Excelência Operacional, orientação da Cultura Organizacional e Agilidade Organizacional, e estudadas as ligações entre estas (bem como com a performance organizacional). Os resultados mostram a existência de uma relação de influência, por meio de reforço positivo, entre os três conceitos. Mostram, também, como diferentes contextos organizacionais podem influenciar essas dinâmicas e o desenvolvimento de cada um dos conceitos e das suas relações. Este trabalho apresenta uma nova abordagem que integra Excelência Operacional, Cultura Organizacional e Agilidade Organizacional, permitindo uma melhor compreensão do equilíbrio necessário para manter altos níveis de desempenho técnico e operacional em ambientes marcados pela mudança. Deste modo, e numa perspetiva mais ampla, alerta para a importância da Agilidade Organizacional e da Cultura Organizacional na gestão da Qualidade e Operações em organizações de natureza técnica e tecnológica.

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Govindsamy, Neeven. "A critical review of Operations Excellence programs : a petrochemical company as case study / Neeven Govindsamy." Thesis, 2014. http://hdl.handle.net/10394/11551.

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Operations improvement methodologies have been adopted by manufacturing companies since the early 20th century. Japanese manufacturers were able to offer products of high quality and efficient production costs through systems such as Lean. Manufacturers in the West soon adopted systems of their own thereafter. Operations Excellence is a generic term used to describe such systems, and can be described as a management system delivering competitiveness through the continuous improvement of operational performance. This study provides a critical review of the implementation of an Operations Excellence program by examining the system adopted by a petrochemical company in South Africa. The review allowed the implementation shortcomings to be identified so that resolutions could be suggested, thus facilitating successful utilisation of the system. An evaluation of Operations Excellence programs utilised globally and at the case study organisation was carried out as part of a literature study. This research included the critical success factors and lessons learnt from the systems employed by others. Experimental field work was carried out to allow the critical evaluation of the implementation in the case study. The experimental method utilised a combination of qualitative and quantitative methods for data collection. The primary research instrument was a questionnaire designed to examine the degree in which critical success factors and Operations Excellence requirements were present in the organisation. The implementation shortcomings were successfully identified through the experimental work undertaken. These shortcomings, together with the review of the available literature on Operations Excellence, allowed for the proposition of recommendations with the objective of successful utilisation of Operations Excellence programs for large enterprises.
MIng (Development and Management Engineering), North-West University, Potchefstroom Campus, 2014

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Mansfield, Tyron. "A closer look at lean: The changes that occur within an organisation striving for operational excellence." Thesis, 2014.

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A single case study of a major South African Maintenance, Repair and Overhaul facility was completed over a five week period from November 2012 to January 2013. The primary objective of the research was to track the changes that occur within an organisation which is striving for operational excellence in the context of lean production practices. A systems approach combined with the Baldridge Criteria for Performance Excellence was used to construct a theoretical framework for the study. Three main systems were identified within this theoretical framework, namely; social, technical and structural systems. Each of these systems encompassed individual change elements. Semi-structured interviews and participant observations were used as the principle means of gathering data. Changes were observed within each of the systems, particularly within the department in which lean had been formally implemented. The technical system was found to be the most influenced. This was evidenced by management of resources, particularly of workforce input toward continuous improvement initiatives, and also of equipment and tooling. The quality system was found to be influenced through a continuous assessment of procedures and processes to remove waste within them. The structural system was found to embody many of the lean principles, however low correlation was found between the lean initiative and the respondents’ existing knowledge. The social system was found to be the least influenced, and in some cases its state was found to completely contradict the norms which lean theoretical underpinnings would suggest. A possible reason for this was that that the organisation was in the early stages of lean implementation. The theoretical framework developed for the purpose of the study was considered to be applicable when analysing changes within organisations implementing lean. The framework could also be considered applicable in the analysis of other improvement initiatives. The framework’s structure allows for distinctions to be made between changes brought about by the initiative itself and consequential changes of normal organisational development.

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Marimuthu, Thanesh. "The impact of the convergence of information technology and industrial automation on operational excellence in the manufacturing environment." Thesis, 2007. http://hdl.handle.net/10413/1777.

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The need to increase productivity, improve quality and increase flexibility whist continuously reducing costs is driving manufacturers to search for alternative means of converting the product idea into a manufactured product. Plant automation systems which are the nervous system and increasingly the intelligence of the plant have an integral role to play in this regard. This study investigates the convergence between traditional IT and Industrial Automation with a view to understanding how this phenomenon will affect operational excellence within the manufacturing environment. The study further investigates the key determinants of success for automation systems within the broader business context and how this can lead to an advantage over competitors. The study is limited to manufacturing operations within the greater Durban area. The results revealed that there is a clear relationship between industrial automation and information technology in manufacturing organisations. However, of interest is the fact that in the majority of the organisations surveyed the two functions operate as separate entities within the organisation resulting in overlaps of responsibility and accountability for key equipment and processes. Factory efficiency was found to be the key determinant of success in the majority of the organisations surveyed whilst the provisioning of production data when used strategically was found to have a positive effect in allowing the organisation to gain an advantage over its competitors. Due to the limitation of the short time frame allocated to this research, the study could not go in detail into the drivers of these findings consequently recommendations for further research is made.
Thesis (MBA)-University of KwaZulu-Natal, 2007.

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Barbara, João, leonor de Mello Breyner Roquette Rodrigues, Maria Teixeira de Abreu de Carvalho, Ana Sofia Bettencourt da Costa Antunes Coelho, and Vera Maria Ulrich da Costa Salema. "Consulting project for the logistics centralization of clinical consumables in order to sustain operational excellence in the José de Mello Saúde Group." Master's thesis, 2017. http://hdl.handle.net/10362/26215.

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Gonçalves, Eduardo Miguel Tavares. "Impacto da aplicação da metodologia Lean na indústria dos laticínios : estudo de caso." Master's thesis, 2018. http://hdl.handle.net/10400.3/4677.

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Dissertação de Mestrado, Gestão de Empresas (MBA), 27 de março de 2018, Universidade dos Açores.
O presente trabalho teve como objetivo avaliar o impacto da aplicação da metodologia Lean numa fábrica da indústria de lacticínios. A metodologia Lean é uma mudança de mentalidade, é uma filosofia de mudança gradual e sem fim que se foca não só no combate ao desperdício, mas também no aumento gradual de eficácia e eficiência. A atividade da unidade fabril em estudo abrange a produção de queijo e de soro em pó e é também onde se concentra a unidade de fatiamento que é utilizada por todas as marcas da empresa em Portugal. A introdução da metodologia na unidade fabril em estudo iniciou-se em 2015 e como resultado da implementação da metodologia Lean, resultaram diversos tipos de melhoria de eficiência na identificação e na eliminação das perdas geradas nos processos, contribuindo para o aumento da produtividade, redução de desclassificado, otimização do controlo dos processos de fabrico, melhoria dos indicadores de segurança, aumento da motivação e da participação dos seus colaboradores contribuindo para a tão almejada excelência operacional. Para alcançar o objetivo do trabalho foi elaborado uma revisão bibliográfica de vários conceitos e ferramentas associados à metodologia Lean.
ABSTRACT: The current study aims to evaluate the impact of the Lean methodology in the dairy industry. The Lean methodology is a mind-set change, it’s a philosophy of gradual and endless change that focuses not only on combating waste but also on gradually increasing effectiveness and efficiency. The activity of the factory under study covers the production of cheese and whey powder as well as the unit of slicing used by all brands of the company in Portugal. The introduction of the methodology in the plant under study began in 2015 and the implementation of the Lean methodology resulted in several types of efficiencies such as the improvement in the identification and elimination of losses generated in the processes, contributing to increased productivity, reduction of downgraded, optimization of the control of the manufacturing processes, improvement of the safety indicators, increasing the motivation and the participation of it’s collaborators contributing to the so desired operational excellence. To reach the objectives of this study, a bibliographic review of several concepts and tools associated to the Lean methodology was elaborated.

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Chen, Chin-Min, and 陳勤敏. "A Study of the Operational Strategy of Excellent Senior Citizen Welfare Organizations." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/33563148602849165569.

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碩士
元智大學
資訊社會學研究所
97
The main purpose of this study is to examine the status and development of the operation of excellent senior citizen welfare organizations, to understand the operational strategy of the operators and to construct applicable operational-strategic models in the hope of promoting the service quality of senior citizen welfare organizations. Adopting the In-depth Interview Method of qualitative research, this study focuses on organizations from the north, the central and the south, evaluated to be excellent in 2007 by the government, as its research subjects and selects 7 organization operators, 3 residents of the organization and 2 professionals for in-depth interviews. As the results of the study show, due to essential differences in finance, scale, philosophy and ideas, these excellent senior citizen welfare organizations enjoy different competitive edges and demonstrate different operational styles. An excellent senior citizen welfare organization will specify its ideas, procedures and values during its course of operation and produce a nonmalignant interactive norm with the society. The following five factors related to the operational strategy of excellent senior citizen welfare organizations are constructed based on the results of the study: 1. specific target market and orientation strategy; 2, sufficient and good-quality care workforce strategy; 3. diverse leisure and recreational activity strategy; 4. people-oriented service strategy; 5. evaluation cooperation for the pursuit of excellence strategy. These five factors compose the ‘flying wheel strategy’ for the operation of an organization. In other words, the operation of the organization will be difficult at the beginning, just like the first lap of the wheel is also the most difficult part, yet after the organization successfully positions the market, the ‘flying wheel effect’ exerts itself for its operation, pushing the organization on the right track and enabling the organization to a sustainable development under an institutionalized operation. Lastly, the study recommends that since senior citizens admitted to a welfare organization tend to form a passive attitude towards life, it is advisable that organizations should provide them with more social support programs so that they may enjoy a fuller and happier life. In addition, the government should also timely revise relevant legal regulations based on the development of the market in order to meet the actual needs of the operation of an organization. Keywords：senior citizen welfare organization, new institutionalism, resource dependence, empowerment, compeititve advantage

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Li, Hsing-Ju, and 李幸儒. "A Study Of The Operational Process Of Excellent Teaching Teams in Primary Schools." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/11885220506027274331.

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碩士
淡江大學
教育政策與領導研究所碩士班
96
Rapidly development of technologies and highly competition of globalization made the concept of the “team” and “teaming” more and more important. Though the professional teams of elementary school teachers in Taiwan just began recently, the performance of groups of teachers in the teaching excellence awards competition provides models as professional teams for school innovation. In order to understood the operational process of the teachers team, this research took three elementary schools awarded by the Ministry of Education for excellence teaching in 2007 as cases for analysis by intensive interviewing and document analysis. Based on result of data analysis, this research came to some conclusions as follows: 1. The development of the excellence teaching team was made up by members with similar habits and interests, and all members of the team worked through fair discussion, communication and sharing responsibility. 2. The most important part of the teaching excellence teams was the association of members by means of shared experience and expertise of teachers. 3. The coherence of the teacher team relies on the derived from dynamic process which was flexible in time, space, and operation mode and diversified is effective interaction. 4. The positive conflicts among members of the excellence teaching team were helpful to deal with common problems of the team when processing the tasks. 5. The composition and process of excellence teaching teams had positive benefits for teachers and school administrators in team of professional development. 　　According to conclusions stated above, this research provided some suggestions for teachers, school administrators and the sponsor of excellence teaching awards in the future.

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Huang, Hsiao-Tien, and 黃小恬. "A case study on the development and operation of an excellent scout troop in Tainan City." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/60324194179291474656.

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碩士
國立臺灣師範大學
公民教育與活動領導學系
104
This research adopted the case study approach. The purpose of this study is to describe the development path and performance of an excellent scout troop in Tainan junior high school. The researcher used interviews, participant observation, documentary analysis to collect research data, while using the Semi-Structured interviews outline, interview the previous scoutmasters who are the key characters in promotin or implement in the scout troop, the senior staff and the scouts alumni. And then to describe the history of the development of the case change, performance of scout troop, the status of training activities, and to explore the excellent scout troop effectiveness and how broke through the predicaments. Finally, analysis of important events and factors influencing the development of the case by relevant literature, participant observation field record. According to the results of the analyses, this study had reached the following conclusions: I. The stage of organizational development of the case of scout troop can be described as the early-starting period, period of take-off, stable period, and the period of changes now. II. the case of scout troop works with stable operating modes, and institutionalized, with remarkable results: 1. This research found that the situations of human resources in the case are: (1) Organizational Construction complete .But weak function of Troop committee and meeting holding should be in practice. The scoutmasters were the main planners. (2) Good quality of scoutmasters. Most people have passion for their work. (3) Most of service human resources come from senior members and graduates, and manpower training by the scoutmasters or the senior graduates assisted. 2. This research show that the situations of the case of affair administration are: (1) Annual plan routine, carried out with the school calendar. (2) Electronic document management, and put the data in the computer or Scouts Culture Storeroom. (3 )It has many members, and make good use of the opportunity of marketing to recruit and maintain the quality of members and honor. (4) A good relationship with the school, and funding, equipment, venues without difficulty, but in combination with the use of community resources needs to be strengthened. 3. In this study, the situations of scout activity and training are: (1) Follow the spirit of Scouting planning activities, use of three Scout system. (2) The solid training, enrichment activities, the establishment of institutionalized, and actively participate in various activities. (3) Inheriting the scout troop culture and enhancing graduates feedback by using the farewell party, skill camps and other activities. III. The important factors of development effectiveness the scout troop include led by scoutmasters of the key , support for the principal, activities do make, and to create a culture of solidarity and by the continuation of the activities of cultural groups. IV. Difficulties and coping strategies Difficulties include the head of candidates hard to find, difficult time with the activities of members, number of members and quality control, lack of Girl Scout process. Strategy is based on staff to assist schools in recruiting and adjusted prior preparation, adjustment and training methods to recruit members, Girl Scouts test into the other activities. In summary, based on the conclusions, specific suggestions have been proposed forfor the case, scoutmasters, school administrations and Girl Scout Unit in Tainan City, Tainan City Girl Scout Council. Hope this could be helpful for scout activity promotion and popularization.

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Tseng, Chiu-Mei, and 曾秋美. "Applying the EFQM Excellent Model to Explore the Hotel Operations of and the Willingness of Constructing Wellness Hotels for Older Adults." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/97330258300911642491.

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碩士
高雄餐旅大學
旅遊管理研究所
99
Based on the results of demand of wellness accommodation services for older adults at the first year, combined with the core concept of the “European Foundation for Quality Management” (EFQM) model, the study was to explore the present situation of wellness hotel services and facilities as well as the planning and willingness of the construction of wellness hotels in the future. Semi-structured interviews were conducted with 14 general managers from the international tourism hotels, tourism hotels, and resorts. The results of this study derived two key constructs: (a) "Hotel Business Profile," including the leadership principles, development strategy, human resource management, implementation process, relationship of resources, customer development, staff identity, and key performance indicators, and (b) "Future Planning of Wellness Hotels for Older Adults," including the provision of wellness services and wellness facilities, uncertain target markets, worries toward development, and highly willingness for development. The study results demonstrated that the hospitality industry has highly recognized the increasing trend of future travel market of older adults and provided diverse wellness services and facilities. The findings of the study may have implications for the hospitality industry in providing wellness services and facilities and targeting the “maturing markets.”

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Sheth, Jessica M. "An exploratory study of the information needs and behavior of graduate students of management sciences at the Centre for Operations Excellence, Faculty of Commerce, University of British Columbia." Thesis, 2000. http://hdl.handle.net/2429/10498.

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The purpose of the study was to provide insights into the information seeking behaviors and needs of graduate students of Management Sciences at the Centre for Operations Excellence, University of British Columbia. The study describes major aspects of the information seeking patterns taking into account the whole phenomena: from the nature of the original situation where and when the need was recognized, to the characteristics of the information seeker, to the providers which were consulted and degrees of success. Using the case-study method and the sense-making approach, data were gathered through logs, interviews, and a questionnaire. Verbal protocols helped to delve and probe into the qualitative aspects of the search behavior resulting in a model for the search process. Findings revealed that the students went through six stages during their research: [1] Task defining, [2] Focus forming, [3] Monitoring and reviewing, [4] Selecting and sieving, [5] Interpreting, and [6] Presenting. Typically, information seeking occurred in context of task achievement which was affected by various factors such as time, cost, prior knowledge, feedback, motivation and experience and perception of students. A user survey demonstrated that [1] informal channels were used more avidly in information seeking than formal channels, [2] information service providers were not consulted on a regular basis, [3] UBC libraries were very rarely used, [4] factors such as time, location, motivation, cost, perception, feedback played an integral role in information seeking and task completion, [5] satisfaction with services of service provider were based on the relevance, currency, timeliness and accuracy of information provided, and [6] usage of information was weighed against the benefit to analysts. Recommendations for action and further study and a service model were the outcomes of the findings.

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Dissertations / Theses on the topic 'Operational excellence'

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