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Choisne, Franck R. (Franck Remi Didier) Carleton University Dissertation Management Studies. ""Performance measurement for total quality management."." Ottawa, 1994.
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MacDougall, James Clark. "Performance contracts and quality management : an integrated view." Thesis, University of Stirling, 1993. http://hdl.handle.net/1893/2148.
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There are many views about the meaning and importance of performance measurement of employees and of organizations. This thesis is concerned with many of these views but is most concerned with performance contracts and quality management and the relationship between them. The whole concept of the measurement of performance is sometimes questioned and in some cases regarded as being both subjective and futile. Van de Ven and Ferry (1980) argued that: "Whether the difficulties associated with assessing the performance of complex organizations can be met by a single set of measurement instruments and process guidelines has still to be proven." Glover and Kelly (1987) contended that measuring the performance of individual jobs can also be difficult: "Performance is hard or impossible to measure with many jobs and occupations, think for example of the differences between the work of architects, surgical appliance fitters, design engineers, criminals, politicians, street traders and musicians. There is often a conflict between volume and quantity of output in the long-term and the short-term such as when profits come before investment and vice-versa." Similarly, Van De Yen and Morgan (1980) argued with regard to organizational performance that: "Performance is a complex construct that reflects the criteria and standards used by decision makers to assess the functioning of an organization. As this definition suggests, performance is a value judgement on the results desired from the organization at different levels of analysis--and--often change over time." However, the demand for measurement of performance, whether it comes from the first level of supervision or from a shareholders' meeting, does tend to mean that attempts be made to measure performance (Talley, 1991).
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Bellingan, Werner. "Improving the service quality of a civil consulting engineering firm through benchmarking." Thesis, Nelson Mandela Metropolitan University, 2007. http://hdl.handle.net/10948/743.
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The civil engineering industry in South Africa has seen a steady decline in the number of professionals during the last few decades, however it is expected that the government and private sectors are to spend over R200 billion on infrastructure in the next few years. This increases the demand on civil consulting engineering firms to achieve greater productivity, with reduced time and human resources, which has had a profound effect on the quality of service delivered to clients. These firms need to gain a competitive advantage by consistently providing Service Excellence, which is superior to their competitors. One way of achieving this is by benchmarking firms against their competitors. In this research paper the Service Quality and Service Recovery procedures of Company X in Port Elizabeth were benchmarked against its competitors using a customised form of the recognised SERVQUAL research instrument - the SERVPERF questionnaire. The results proved to be invaluable because the survey revealed insightful information which can be used to their strategic benefit. Civil consulting engineering firms need to be aware that Service Excellence is an imperative in the service industry, but do not necessarily have to be perfect. Firms simply need to outperform their competitors to be rated as market leaders. Strategies to improve the Service Quality and Service Recovery of the firm under review are suggested and this work concludes with suggestions for future research projects, which may be beneficial to the researcher, the civil engineering industry and the economy of South Africa.
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Espinoza, Omar A. "Quality Measurement in the Wood Products Supply Chain." Diss., Virginia Tech, 2009. http://hdl.handle.net/10919/37791.
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The purpose of this research is to learn about quality measurement practices in a wood products supply chain. According to the Supply Chain Management paradigm, companies no longer compete as individual entities, but as part of complex networks of suppliers and customers, linked together by flows of materials and information. Evidence suggests that a high degree of integration between supply chain members is essential to achieve superior market and financial performance. This study investigates the potential benefits from adopting supply chain quality management practices, focusing specifically on quality measurement. A case-study was conducted to accomplish the objectives of the research. An exemplary wood products supply chain was studied in great detail. The current state was compared with best practices, as reported in the literature. Supply chain quality metrics were used to assess current performance and a simulation model was developed to estimate the impact of changes in significant factors affecting quality, such as production volume, on the supply chainâ s quality performance.
Quality measurement practices in the supply chain of study are described in detail in this dissertation. A high degree of internal integration was observed in the focal company, attributed in great part to the leadership of management, which formulates comprehensive quality planning, specifying quality measurement practices and goals. These practices provide the company with a competitive advantage, and have undoubtedly contributed to its relatively strong market share and financial performance. Significant improvements in defect rate and on-time performance at all levels in the supply chain have been achieved in great part thanks to current initiatives. There is room for improvement, however, regarding external integration; the supply chain of study could benefit from more information sharing with its external suppliers and increasing its supplier development efforts. There is also a lack of true measures of supply chain quality performance that could facilitate tracing variances back to their origin upstream the supply chain. Supply chain metrics must reflect the contribution of each supply chain member to the overall performance, and span the entire supply chain. This is the first study that looks in depth at quality measurement practices from a supply chain perspective. It is also one of very few studies of supply chain management applied to the wood products industry. Examples are presented of how a supply chain performance measurement system can be developed. Results from this research show that it is important to adopt a supply chain perspective when designing a performance measurement system, not least to avoid sub-optimization. Poor quality at any point in the supply chain eventually translates into higher prices for the final customer, is detrimental to customer dissatisfaction, and hurts profitability; with the end result of declining competitiveness of the entire system.Ph. D.
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Turner, Jeffrey L. "A correlation between quality management metrics and technical performance measurement." Thesis, Monterey, Calif. : Naval Postgraduate School, 2007. http://bosun.nps.edu/uhtbin/hyperion.exe/07Mar%5FTurner.pdf.
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Thesis (M.S. in Software Engineering)--Naval Postgraduate School, March 2007.Thesis Advisor(s): John Osmundson, J. Bret Michael. "March 2007." Includes bibliographical references (p.129-130). Also available in print.
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Axelsson, Mattias, and Johan Sonesson. "Business Process Performance Measurement for Rollout Success." Thesis, Blekinge Tekniska Högskola, Avdelningen för programvarusystem, 2004. http://urn.kb.se/resolve?urn=urn:nbn:se:bth-2920.
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Business process improvement for increased product quality is of continuous importance in the software industry. Quality managers in this sector need effective, hands-on tools for decision-making in engineering projects and for rapidly spotting key improvement areas. Measurement programs are a widespread approach for introducing quality improvement in software processes, yet employing all-embracing state-of-the art quality assurance models is labor intensive. Unfortunately, these do not primarily focus on measures, revealing a need for an instant and straightforward technique for identifying and defining measures in projects without resources or need for entire measurement programs. This thesis explores and compares prevailing quality assurance models using measures, rendering the Measurement Discovery Process constructed from selected parts of the PSM and GQM techniques. The composed process is applied to an industrial project with the given prerequisites, providing a set of measures that are subsequently evaluated. In addition, the application gives foundation for analysis of the Measurement Discovery Process. The application and analysis of the process show its general applicability to projects with similar constraints as well as the importance of formal target processes and exhaustive project domain knowledge among measurement implementers. Even though the Measurement Discovery Process is subject to future refinement, it is clearly a step towards rapid delivery of tangible business performance indicators for process improvement.Vikten av förbättringar i affärsprocesser i syfte att öka produktkvaliteten i mjukvaruindustrin ökar stadigt. Kvalitetsansvariga i industrin behöver effektiva och påtagliga verktyg för beslutsfattande i utvecklingsprojekt och för lokalisering av förbättringsområden. Mätningsprogram är en utbredd ansats för kvalitetsförbättring i mjukvaruprocesser men användning av heltäckande kvalitetsmodeller är resurskrävande. Dessa fokuserar inte primärt på mätpunkter vilket blottar behovet av en snabb och direkt teknik för identifiering och definiering av mätpunkter i projekt som saknar resurser eller behov av heltäckande mätningsprogram. Denna uppsats undersöker och jämför rådande kvalitetssäkringsmodeller med mätpunkter, vilket resulterar i Measurement Discovery Process utifrån valda delar av PSM- och GQM-modellerna. Processen appliceras på ett industriellt projekt med nämnda förutsättningar, vilket skapar en uppsättning mätpunkter som sedan utvärderas. Detta ligger även till grund för utvärdering av Measurement Discovery Process. Appliceringen och utvärderingen av processen synliggör dess generella applicerbarhet på projekt med liknande begränsningar såväl som vikten av formella processer i målprojektet och omfattande domänkunskap hos de som implementerar mätningarna. Measurement Discovery Process är föremål för framtida förbättringar men samtidigt ett tydligt steg mot snabbt framtagande av konkreta prestandamått för kvalitetsförbättring i affärsprocesser.
Mattias Axelsson: +46 708 67 53 81 Johan Sonesson: +46 709 72 74 30 / +46 40 12 48 03
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Hamali, Jamil. "Quality management systems and performance measurement in a public sector organisation." Thesis, University of Salford, 1999. http://usir.salford.ac.uk/14762/.
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Two of the most important issues concerning public sector organisations (PSO) all over the world today is the need to reduce their operating cost whilst at the same time they are required to improve their services. Most countries of the world are looking at quality management, competition and performance measurement as elements that they could explore to achieve the objective of reducing cost and increasing public satisfaction with the services offered. The local authority in Britain is one of the most heavily targeted public sector organisations to be subjected to competition. Compulsory Competitive Tendering (CCT) was introduced by law to ensure local authorities embrace competition. In response to this regulation, the majority of the local authorities adopted a quality management system in order to cope with competition. Associated with the quality initiatives and competition is the legal requirement for local government in Britain to publish in the local newspapers their performance on a set of indicators determined by the central government. The aim of this research was to explore and describe the link between quality management and performance in a PSO . A case study investigating two departments consisting of engineers, surveyors and architects at Salford City Council, Manchester was conducted to determine the effect of quality management system (QMS) and competition and the nature of performance measurement undertaken in a P SO. The research findings indicate that there was no structured system that monitors performance of the organisation. The research also highlights that the performance of a city council in general was determined by a simple set of indicators. It was also found that the implementations of QMS in a PSO needs to incorporate features that can detect how well the departments are improving due to practising the system.
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Basic, Selma. "Developing process quality measurement in shipbuilding industry." Thesis, Blekinge Tekniska Högskola, Institutionen för industriell ekonomi, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:bth-18887.
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This thesis investigates the possibility to adapt Overall Equipment Effectiveness (OEE), tothe development process in the shipbuilding industry.More specifically the development process wasdelimited to the phases; design, work preparation, production and verification.Ordinarily, OEE is a performance measurement for mass production. Itincludes aquality parameter which has been the focus of this thesis. Both literature review and case study investigation show that process quality is of critical importance in the shipbuilding industry because of the needs for dimensional accuracy and high-quality assemblage.The three main factors affecting process quality are;the flow of information between engineering phaseand productionphase, and the amount of rework and delays. The factors wereevaluated along an optimization method with a specific attention to process quality. Acase studywas conductedto confirm the relevance of the literature review on factors affecting process qualityand allowedto gather factors in process quality that are relevant to the industry.In light of those results, I re-developed a model providingnew measurement of what I call OPQE (Overall Process Quality Efficiency).This study contributes to a betterunderstanding of process quality in ETO(Engineering-To-Order)industries. Notably it shows how deviations that require rework and causesdelays are impacting process quality. It also shows that detecting errors early in the process of production is essential for insuring quality control. An error detected late affects negatively process quality and increases cost.
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Sherikar, Amruth, Suresh Jange, and S. L. Sangam. "Performance measurement of quality services in academic and research libraries in India." School of Communication & Information, Nanyang Technological University, 2006. http://hdl.handle.net/10150/105669.
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A National Assessment and Accreditation Council (NAAC) has been established in India for quality and excellence in higher education. NAAC has developed set of objective indicators for the library, as it is the fulcrum of support for the community of academic and research pursuits. This has resulted in a general consensus for rising demands for evaluation and accountability of academic and research librar-ies to develop performance evaluation and measure service quality. For this study, a total of 1200 questionnaires were distributed to the user community of ten university libraries of Karnataka, India, of which 768 (64%) were duly received from students, research scholars and faculty members. The quality dimensions in the light of SERVQUAL viz., Reliability, Responsiveness, Assurance, Access, Communication, Tangibles, Empathy and Security have been applied and the results indicate that the service quality dimensions of reliability, responsiveness, assurance, access, communication and tangibles applied to university libraries in Karnataka are found to be satisfactory to a little extent based on the scale techniques. The study suggests several areas for future research and for collaboration among li-brary managers, educational administrators, scholars and measurement theorists towards improving the performance of library and information system in India to meet the high standards of service quality in libraries to serve the users with utmost care and diligence.
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Najmi, Manoochehr. "An integrated framework for post-ISO 9000 quality development within manufacturing organisations." Thesis, University of Liverpool, 1998. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.366401.
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Lapré, Frederik Albert Ludwig. "Service quality in nursing homes : a construct, measurement and performance model to increase client focus." Thesis, University of Bradford, 2012. http://hdl.handle.net/10454/5773.
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This thesis is concerned with the quality of care for the elderly in nursing homes, responding to a critical social and demographic imperative. The aim of this study is to provide a service quality construct for nursing homes to increase client focus and satisfaction. The research is underpinned by the service quality literature. It utilises the SERVQUAL construct to explore the nature of service quality in nursing homes through semi-structured interviews with nursing home residents and resident's families. A service quality scale was constructed comprising six dimensions and 27 scale items capturing service delivery in nursing homes. This scale was purified through a survey of residents and family members (n=263). Through exploratory factor analysis, six importance and four experience factors were identified. Regression analysis was used to identify relationships between the factors, service quality and satisfaction. The results indicate that importance does not predict perceived quality, though experience of responsiveness and hospitality and courtesy and personal approach are indicators of service quality. Furthermore, quality emerges as a predictor of satisfaction. From these outcomes, a service quality construct was developed which comprises of service marketing and service quality dimensions. This thesis contributes to the construction of the concept of service quality in nursing homes, its dimensionality and thus the precursors of satisfaction. These have considerable implications for the management of nursing home services.homes, its dimensionality and thus the precursors of satisfaction. These have considerable implications for the management of nursing home services.
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Osman, Ismail I. "Performance measures for contracting companies : a study of the Arab Contractors Company." Thesis, Loughborough University, 2002. https://dspace.lboro.ac.uk/2134/6812.
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In today's worldwide competitive environment, contracting companies are competing in terms of product quality, delivery, reliability and customer satisfaction. In current literature, models of performance measures for contracting companies and construction projects have limitations and shortcomings. They depend mainly on financial measures. These are no longer sufficient to ensure survival and continued profitability in time of change. New measures of performance at the different levels of contracting companies are, therefore, needed. The relatively new performance measurement technique of benchmarking has been widely applied as a powerful performance management concept. However, current published literature does not provide satisfactory proof of its successful implementation in contracting companies. This research addresses these two major weaknesses. Firstly, a methodology using Nominal Group Technique and Delphi Technique was explained and applied to obtain consensus performance measures for construction projects. New performance measures appropriate to construction projects, together with each element's relative importance, were developed. The consensus covers project managers, senior managers and top management. Secondly, quality measures appropriate to construction projects, together with each measure's relative importance, were developed. Thirdly, new performance measures appropriate to contracting organizations were developed. The development of these measures and the determination of their relative importance depend upon: the strategic direction of the organization which reflects the current business and market conditions; the type of construction work; the organization structure; and the development of the management staff within the organization. Fourthly, the implementation of the new performance measures using benchmarking as a management tool for performance measurement and improvement was carried out in one of the largest contracting organizations in the Middle East, the Arab Contractors, Osman A. Osman & Co. The implementation was carried out over a period of five years. Sixteen company branches implemented the measurement system. Each branch was considered as an independent contracting company. The results showed that the use of the new performance measures and the implementation of benchmarking in the company were very effective and led to successful and improved performance.
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Kollberg, Beata. "Performance Measurement Systems in Swedish Health Care Services." Doctoral thesis, Linköping : Department of Management and Engineering, Linköpings universitet, 2007. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-9302.
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Gutierrez, Alcantara Flor Monica. "Building a performance measurement internal auditing framework for the ISO 9001 quality management system." Thesis, University of Nottingham, 2013. http://eprints.nottingham.ac.uk/13353/.
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During the last two decades, ISO 9000 standards have become one of the most important management approaches in the world. Currently, the standards are used by more than one million companies in more than 170 countries. ISO 9001 audits are the most widely used performance measurement (PM) method to assess ISO 9001 quality management systems (QMS). However, in recent years the effectiveness of ISO 9001 quality auditing has been questioned for: (1) only focusing on compliance; (2) failing to detect problems in products and processes; (3) failing to predict QMS failures; and (4) failing to provide added value to organisations. To overcome these problems, two main conversations have taken place in the literature. The first advocates changing the current compliance focus of auditing for a performance oriented one, to promote improvements in business processes and the QMS. The second theme seeks to develop different methods, guidelines, tools and techniques to improve auditing practice. In order to generate a change of focus from compliance towards improvement, some recent research has also advocated incorporating concepts and techniques from the PM field into the ISO 9000 world. However, there have been no substantial previous attempts to provide internal quality auditing with a performance focus, which was the aim of this research. Hence, this thesis intends to establish how ISO 9001:2008 certified organisations can better measure their QMS performance using internal audits. In order to provide answers to this question, an empirical study using mixed methods research was conducted. Firstly, the current state of the art of the ISO 9001:2008 internal auditing process was determined using a mixed methods study, including two surveys of 272 ISO 9001 experts and 25 interviews. This allowed the identification of the current problems that ISO 9001 certified organisations face when conducting audits, as well as the impacts on the performance of the QMS due to deficient internal auditing. Secondly, using the statistical technique of path analysis, a model identifying the relationships between internal audit problems and their impacts on QMS performance was developed. The model indicated that an intricate network of individual and organisational deficits link auditing and QMS performance. Finally, ‘Audit+’ a detailed and comprehensive procedure for conducting ISO 9001:2008 internal audits with a focus on the performance of the QMS was developed. The procedure was thoroughly tested and validated by a further mixed methods study, including three in-depth case studies and a survey of 174 ISO 9001 auditors. Although some minor changes were recommended, the results of the Audit+ validation were encouraging, showing that PM approaches can be successfully incorporated into the ISO 9001 world, to help organisations to better measure their QMS performance.
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Choinière, Denis. "Zeolite in pig diet : effect on growth performance and air quality." Thesis, National Library of Canada = Bibliothèque nationale du Canada, 1999. http://www.collectionscanada.ca/obj/s4/f2/dsk1/tape8/PQDD_0028/MQ50736.pdf.
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Sastry, Padma. "Measuring multidemensional performance attributes: method and application to measurement of service quality of local telephone companies." The Ohio State University, 2006. http://rave.ohiolink.edu/etdc/view?acc_num=osu1147824579.
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Nair, Dev. "State Medicaid Agencies Approaches to Quality Improvement: Implications for Policy, Practice and Health Outcomes." Digital Archive @ GSU, 2009. http://digitalarchive.gsu.edu/iph_theses/59.
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Medicaid provides coverage to approximately 60 million individuals and is the largest single payer of healthcare for children. Given this scope of the program and the concentration of low-income and minority recipients, improvements to the quality of care delivered to Medicaid members represents a significant opportunity to reduce health care disparities and improve the overall delivery and quality of healthcare within the U.S. The current study sought to evaluate the various approaches that state Medicaid agencies are taking to assess and improve the quality of care to their managed care enrollees and the degree to which they have implemented recommendations of various policy experts. A survey was distributed to the Medicaid Directors of all 50 states. A total of 23 states with risk based managed care programs responded, representing 62% of the states that have managed care programs. The results indicated that nearly all states are utilizing standard performance measures as one method to assess quality, with virtually all relying on HEDIS measures for this purpose. Additional strategies that are being used include public reporting of quality data and the use of pay-for-performance incentives; few states are currently focusing on health information technology. Recommendations are made for steps that the Medicaid program could take at both the state and federal level to further develop quality improvement programs.
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Caroli, Vivek. "Development of a measurement-based approach for monitoring the changes in an evolving quality management system." Thesis, This resource online, 1994. http://scholar.lib.vt.edu/theses/available/etd-05042010-020330/.
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Ghosh, Aloke Kr. "Towards design and implementation of an approach on CMM (Capability Maturity Model) for the quality performance measurement of manufacturing industries." Thesis, University of North Bengal, 2003. http://ir.nbu.ac.in/handle/123456789/3635.
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Beange, Kristen. "Validation of Wearable Sensor Performance and Placement for the Evaluation of Spine Movement Quality." Thesis, Université d'Ottawa / University of Ottawa, 2019. http://hdl.handle.net/10393/38698.
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Inertial measurement units (IMUs) are being recognized as a portable and cost-effective alternative to motion analysis systems and have the potential to be introduced into clinical settings for the assessment of functional movement quality of the spine in patients with low back pain. However, uncertainties regarding sensor accuracy and reliability are limiting the widespread use and acceptance of IMU-based assessments into routine clinical practice. The objective of this work was to assess the performance of inexpensive wearable IMUs (Mbientlab MetaMotionR IMUs; Mbientlab Inc., San Francisco, USA; product specifications available in Appendix C) relative to conventional optical motion capture equipment (Vicon Motion Systems Ltd., Oxford, UK) in: 1) a controlled environment, and 2) an uncontrolled environment.
The first study evaluated the performance of 2 IMUs in a controlled environment during simulated repetitive spine motion carried out by means of a motorized gimbal. Root mean square error (RMSE) and mean absolute measurement differences between cycle-to-cycle minimum, maximum, and range of motion values, as well as correlational analyses within IMUs and between IMUs and Vicon, in all movement directions (i.e., simulated flexion-extension (FE), lateral bending (LB), and axial twisting (AT)), were compared. Measurement error was low in all axes during all tests (i.e., ≤ 1.54°); however, low-to-moderate correlational results were found in one non-primary axis, and this axis changed depending on the direction of the movement (i.e., LB during FE-motion (0.244 ≤ R ≤ 0.515), AT during LB-motion (0.594 ≤ R ≤ 0.795), and FE during AT-motion (0.002 ≤ R ≤ 0.255)).
The second study was designed to assess the performance of the IMUs in an uncontrolled environment during repetitive spine FE in human participants. Absolute angles and local dynamic stability were compared for individual IMUs (which were placed over T10-T12 spinous processes, and the pelvis) as well as for relative motion between IMUs. Maximum finite-time Lyapunov exponents (λmax) were used to quantify local dynamic stability and were calculated using both FE and the sum of squares (SS) from measured spine kinematics. It was found that the IMUs have acceptable performance in all axes when tracking motion (RMSE ≤ 2.43°); however, low-to-moderate correlational results were found in one non-primary axis (0.987 ≤ RFE ≤ 0.998; 0.746 ≤ RLB ≤ 0.978; 0.343 ≤ RAT ≤ 0.679). In addition, correlations between λmax estimates were high; therefore, local dynamic stability can be accurately estimated using both FE and SS data (0.807 ≤ 〖ICC〗_2,1^FE ≤ 0.919; 0.738 ≤ 〖ICC〗_2,1^SS ≤ 0.868). Correlation between λmax estimates was higher when using FE data for individual sensors/rigid-body marker clusters; however, correlation was higher when using SS data for relative motion.
In general, the results of these studies show that the MetaMotionR IMUs have acceptable performance in all axes when considering absolute angle orientation and motion tracking, and measurement of local dynamic stability; however, there is low-to-moderate correlation in one non-primary axis, and that axis changes depending on the direction of motion. Future research will investigate how to optimize performance of the third axis for motion tracking; it will also focus on understanding the significance of the third axis performance when calculating specific outcome measures related to spine movement quality.
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Shakoorian, Amirali. "Performance Assessment of Building Commissioning Process as a Quality Assurance System." Diss., Georgia Institute of Technology, 2006. http://hdl.handle.net/1853/10534.
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The aim of this thesis was to develop a methodology to systematically investigate the effect of different procurement options on the outcome of a construction project. This methodology combined the qualitative analysis based on experts' performance assessment of each procurement option with quantitative analyses of generic process models for each option, in order to perform a comprehensive analysis of different procurement alternatives. This methodology was further applied to the specific problem of this research which was to assess the performance of Commissioning Delivery Systems (CDS). The goal was to use the findings from the study to provide a comparison between CDS, and assist Construction Owners in identifying the appropriate commissioning delivery option for their project.
The process of each CDS was modeled, and systematic differences between different options were analyzed. Five major internal performance aspects of the commissioning process were identified based on literature: PAi1: Communication; PAi2: Validation; PAi3: Collaboration; PAi4: Integration; and PAi5: Integrity. These performance aspects were used as a basis for a Delphi study to obtain commissioning experts assessment of each CDS. Fourteen experts, representing different disciplines in the construction industry, participated in three phases of the Delphi study. A statistical measure was used to validate the expert performance assessments by measuring their level of consensus. Experts did not show any agreement on two performance aspects of Communication and Integration. These aspects were further investigated through quantitative analyses of process models.
The developed methodology proved to be a valuable technique in analyzing the effect of procurement options on the outcome of a construction project. Based on the findings of the study, Owner-led Commissioning presented a higher performance rating than Designer-led Commissioning in four out of five performance aspects. Hence, Owner-led Commissioning is identified as a better alternative for procuring commissioning services on construction projects. Designer-led Commissioning presented a higher Communication performance than Owner-led Commissioning. At the same time, the Communication performance of both delivery options was very poor, which further indicates communication difficulties in current commissioning practices. Therefore, this study suggests a more-thorough investigation of the Communication aspect of commissioning process as a follow-up investigation.
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Horná, Klára. "Hodnocení výkonnosti vybraného podniku podle modelu Start Plus a návrhy na zlepšení." Master's thesis, Vysoké učení technické v Brně. Fakulta podnikatelská, 2018. http://www.nusl.cz/ntk/nusl-377583.
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This diploma thesis deals with company performance assessment of Západoslovenské tlačiarne Skalica, s.r.o. Chosen company is analysed according to multi-criterial model START PLUS. The results of this model are identifications of strengths and areas with possibility of improvement. The conclusion of this work is suggested measurements, which should lead to the company’s higher performance.
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Sastry, Padma K. "Measuring multidemensional performance attributes method and application to measurement of service quality of local telephone companies /." Columbus, Ohio : Ohio State University, 2006. http://rave.ohiolink.edu/etdc/view?acc%5Fnum=osu1147824579.
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Wang, Tianjin. "A service quality model matched by a customised instrument for measurement of retail service sector performance." Thesis, University of the West of Scotland, 1998. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.388216.
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Developed nations, like the United Kingdom, increasingly have become service-based economies: in Taiwan, service industry accounts for more than 50% of GDP, exceeding the output value of manufacturing industry. Since 1988, Taiwan has followed the trend towards dominant employment by the service sector as opposed to manufacturing activity. The measurement of service quality performance is therefore important. Thus the main aim of this research programme was to develop a Service Quality Performance (SQP) model and to match it by a customised instrument for measurement of service quality performance. The service sector selected for study was that of retail supermarkets operating in Taiwan or in the UK. To achieve customisation of the Service Quality (SQ) instrument, the author used a sequence of synthetic procedures for generation of an item pool, complemented by analytic procedures for purification of test items: membership of the SQ domain was thus ascertained. Six stages of data collection served to test the relevance of items and factors to the service industry sector surveyed. Four of these stages were dedicated to development of a customised SQ instrument for use in Taiwan supermarkets. The fifth stage involved data collection from selected supermarkets in Taiwan and in the UK: relative weights of each SQ item and factor were then determined. Sixth stage customer survey of UK supermarket performance allowed comparison of Taiwan and UK service quality rating. The customised SQ instrument is named SCOPES, a mnemonic for its 6 factors: product Strategy, corporate Culture, employee Orientation, company Policy, physical Environment, and customer Support. Four factors represent the intangible elements of SQ performance, two factors represent tangible elements. A novel feature of the methodology employed by the author is application of Fuzzy Delphi and Fuzzy AHP methods to purify and to weight service quality test items and factors. Importance-Performance Analysis (IPA) was used to identify high importance/low performance items, followed by Cluster Analysis to enable comparison of competitive SQ performance of supermarket firms grouped intra-cluster and intercluster. Critical discussion of the SCOPES instrument by the author differentiates it from the SERVQUAL scale. The 26-item content of the author's instrument, customised for measurement of supermarket SQ performance, incorporates only 10 of the 22 items comprising the SERVQUAL scale: the others were deleted by virtue of purification procedures. The 6-factor structure of the SCOPES instrument is distinguished from the 5-dimension structure of the SERVQUAL scale. Acceptable validity and reliability findings in respect of the SCOPES instrument are reported. The author suggests that his item generation and purification procedures could be usefully extended to other sectors of service industry. Thus, item pools specific to each service entity could be created, refining customised measurement of niche service quality performance. Cost and time constraints limited sampling to twelve supermarket service providers, but the author advocates wider ranging study of developed and developing nations in respect of comparative service quality performance.
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Muharrem, Firat Yilmaz. "Six Sigma within Construction Context : As a Quality Initiative, Performance Indicator/Improver, Management strategy." Thesis, KTH, Fastigheter och byggande, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-101095.
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Six Sigma was developed in 1980s in manufacturing industry and became popular as a process improvement method. However, the adoption of this concept is new in construction industry and the aim of this study is to evaluate Six Sigma as a process improvement method within construction context. This thesis includes Literature Review and three interviews. Literature Review had discussed process improvement methods used in construction industry and analyzed the basic features and principles of Six Sigma. Three interviews were conducted about the basic principles of Six Sigma and Quality Concept. Interviewers are a Project Manager, Field and Cost Engineer. The approach of the interview to Six Sigma is based on quality, performance and management aspects. This study defends that there is no doubt about the positive effects of Six Sigma on construction projects. Particularly, Six Sigma can provide a broader quality concept, detailed performance measurement, coordinated and repeatable process/performance improvement. It has increased quality directly/indirectly and has positive effects on production efficiency. As a 2 management approach, Six Sigma is discussable within construction context due to differences of manufacturing and construction industry. Since construction industry includes lots of unrepeatable tasks and different process design techniques, Six Sigma does not seem applicable as a whole management approach in construction industry. Furthermore, it can be integrated to the existing management procedures of companies. Taking everything into consideration, it is obvious that Six Sigma has a lot in order to accelerate fundamental and cultural challenges construction industry needs.
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Nolte, Ernst Hendrik. "Image compression quality measurement : a comparison of the performance of JPEG and fractal compression on satellite images." Thesis, Stellenbosch : Stellenbosch University, 2000. http://hdl.handle.net/10019.1/51796.
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Thesis (MEng)--Stellenbosch University, 2000.ENGLISH ABSTRACT: The purpose of this thesis is to investigate the nature of digital image compression and the calculation of the quality of the compressed images. The work is focused on greyscale images in the domain of satellite images and aerial photographs. Two compression techniques are studied in detail namely the JPEG and fractal compression methods. Implementations of both these techniques are then applied to a set of test images. The rest of this thesis is dedicated to investigating the measurement of the loss of quality that was introduced by the compression. A general method for quality measurement (signal To Noise Ratio) is discussed as well as a technique that was presented in literature quite recently (Grey Block Distance). Hereafter, a new measure is presented. After this, a means of comparing the performance of these measures is presented. It was found that the new measure for image quality estimation performed marginally better than the SNR algorithm. Lastly, some possible improvements on this technique are mentioned and the validity of the method used for comparing the quality measures is discussed.
AFRIKAANSE OPSOMMING: Die doel van hierdie tesis is om ondersoek in te stel na die aard van digitale beeldsamepersing en die berekening van beeldkwaliteit na samepersing. Daar word gekonsentreer op grysvlak beelde in die spesifieke domein van satellietbeelde en lugfotos. Twee spesifieke samepersingstegnieke word in diepte ondersoek naamlik die JPEG en fraktale samepersingsmetodes. Implementasies van beide hierdie tegnieke word op 'n stel toetsbeelde aangewend. Die res van hierdie tesis word dan gewy aan die ondersoek van die meting van die kwaliteitsverlies van hierdie saamgeperste beelde. Daar word gekyk na 'n metode wat in algemene gebruik in die praktyk is asook na 'n nuwer metode wat onlangs in die literatuur veskyn het. Hierna word 'n nuwe tegniek bekendgestel. Verder word daar 'n vergelyking van hierdie mates en 'n ondersoek na die interpretasie van die 'kwaliteit' van hierdie kwaliteitsmate gedoen. Daar is gevind dat die nuwe maatstaf vir kwaliteit net so goed en selfs beter werk as die algemene maat vir beeldkwaliteit naamlik die Sein tot Ruis Verhouding. Laastens word daar moontlike verbeterings op die maatstaf genoem en daar volg 'n bespreking oor die geldigheid van die metode wat gevolg is om die kwaliteit van die kwaliteitsmate te bepaal
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Hirsch, Annemarie G. "Examination of the Use of Electronic Health Record Data for Measuring Performance in Diabetes Care." The Ohio State University, 2012. http://rave.ohiolink.edu/etdc/view?acc_num=osu1337189274.
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Medina-Borja, N. Alexandra. "A Non-Parametric Approach to Evaluate the Performance of Social Service Organizations." Diss., Virginia Tech, 2002. http://hdl.handle.net/10919/27311.
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Determining the best way for evaluating organizational performance is a complex problem as it involves assessment of indicators in multiple dimensions. In the case of nonprofit social service provision this evaluation needs to consider also the outcomes of the service. This research develops a performance measurement system that collects performance indicators, evaluates them and provides concrete performance improvement recommendations to decision-makers in the nonprofit sector. Three dimensions of performance are identified for social services: effectiveness or outcome achievement, service quality and efficiency.
A framework for measuring performance in four stages or nodes is advanced. The nodes represent the most important production functions for nonprofit organizations dedicated to social services. These are: (a) financial (fundraising or income generation activities); (b) capacity creation; (c) service delivery; and, (d) effectiveness. Survey instruments were developed to collect service quality and effectiveness indicators for the last two nodes. Effectiveness measures were identified following a well-structured 7-step approach to develop outcome-based objectives.
To effectively deal with this problem, the Data Envelopment Analysis (DEA) formulation was adapted to evaluate performance at each node. DEA computes performance scores, optimal target performance levels, and the performance frontier for different branches, units, or other comparable decision-making units (DMUs). Two basic formulations were developed for this framework as follows: Model I as a four stage formulation that carries the actual values of output variables of one node to the successive node, and Model II as a formulation that carries the projections â i.e. the recommended targetsâ from one node to the other. This last formulation assumes that the DMUs have undergone a reengineering effort and that their indicators are set at their maximum potential. Several environmental factors affecting social service provision were included in the analysis. Additionally, variable selection recommendations were developed for DEA analysis and DEA graphical reports produced.
It was concluded that decision makers could use Model I to identify performance improvement targets in each production node. The results from Model II can be used for resource planning after the targets are achieved. Finally, this performance measurement framework is being implemented at one of largest national social service agencies in the United States.Ph. D.
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Mafanya, Nosiphelele. "The effectiveness of employee performance management system in a selected provincial department of the Western Cape South Africa." Thesis, Cape Peninsula University of Technology, 2015. http://hdl.handle.net/20.500.11838/2103.
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Thesis (MTech (Public Management))--Cape Peninsula University of Technology, 2015.The main aim of this study was to assess the effectiveness of the PMS applied by the SAPS, using the case of Nyanga Metropole. The primary objective of this study was to assess the effectiveness of employee performance management systems at the SAPS, in the Western Cape Province. The secondary objective of this study is to understand and investigate challenges experienced by SAPS while the PMS is implemented. To determine the existing practice and awareness of performance appraisal. To measure cooperation and coordination among members and other partners which will therefore assist in connecting jurisdictional tensions and prevent conflicts amongst members of SAPS and the community. To recommend workable approaches for improving the PMS, and suggest the performance management programmes that should be implemented and monitored for support of the SAPS. The rationale for selecting Nyanga was because it is a less developed location and also has a high poverty rate and lots of crime, which lead to affecting police member’s performance. The study employed mixed methods where data was triangulated between qualitative and quantitative sources. Mixed methods research provides strengths that offset the weaknesses of both quantitative and qualitative research. Mixed methods research provides more evidence for studying a research problem than either quantitative or qualitative research alone (Creswell, 2009: 12-13).
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Ghosh, Aloke Kumar. "Towards design and implementation of an approach on CMM (Capability maturing model) for the quality performance measurement of manufacturing industries." Thesis, University of North Bengal, 2003. http://ir.nbu.ac.in/handle/123456789/3660.
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Ghosh, Aloke Kumar. "Towards design and implementation of an approach on CMM(Capability maturing model)for the quality performance measurement of manufacturing industries." Thesis, University of North Bengal, 2003. http://hdl.handle.net/123456789/1162.
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Moodley, Nishendra. "Performance management in developmental local government: a search for an effective and workable approach." Thesis, University of the Western Cape, 2003. http://etd.uwc.ac.za/index.php?module=etd&.
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Ren, Lanbin. "Park-above-Parking Downtown: A Spatial-Based Investigation." Thesis, University of Oregon, 2013. http://hdl.handle.net/1794/12958.
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Parking and parks are both crucial to downtown economic development. Many studies have shown that downtown parks significantly contribute to increasing surrounding property values and attract residents, businesses and investment. Meanwhile, sufficient available parking promotes accessibility to downtown that also contributes to increasing tax revenue for local government. However, both downtown parks and parking raise problems. Many downtown parks have become places for drug dealing, shooting and vandalism since the decline of downtowns in the 1960s. At the same time, residents and visitors alike oftentimes complain about the lack of parking while in fact parking spaces occupy a large amount of land in downtown. Parks and parking also compete for space in downtown where land value is higher than the rest of the city. To address these issues, several cities have begun to address the relationship between parking and parks by placing them in one place: park on the ground level and parking underneath. This typology is defined as a park-above-parking project in this research. However, this phenomenon has received little scholarly attention. To justify the existing situation of park-above-parking and to contemplate future projects, this research provides a spatial-based investigation to discuss the empirical relationships between social cultural and political-economic impacts, design quality, and related policy-making processes based on four cases. A longitudinal study that traces the direct and indirect impacts of park-above-parking projects was conducted for each case through both qualitative and quantitative methods. This research provides a set of methods for the measurement of contributions of park-above-parking downtown, connections between park quality, social use and adjacent economic growth, recommendations for land use planning policy-making and guidelines for the design of park-above-parking projects.
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Studený, Michal. "Hodnocení výkonnosti vybraného podniku podle modelu Start Plus." Master's thesis, Vysoké učení technické v Brně. Fakulta podnikatelská, 2017. http://www.nusl.cz/ntk/nusl-319204.
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The master thesis deals with the performance evaluation of the selected company according to the multi-criteria model START PLUS. Based on the assessment of key performance indicators in individual areas a scoring is created in order to identify strengths and areas for improvement. The last chapter of this thesis is dedicated to proposal of concrete measures and recommendations to increase the performance of the analyzed company.
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Kadoya, Yoshihiko. "Managing the Human Service Market: The Case of Long-Term Care in Japan." Thesis, The University of Sydney, 2011. http://hdl.handle.net/2123/7602.
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Providing human service through competitive markets is inherently problematic. On one hand, quality care is critical; unsatisfactory human service greatly influences people’s quality of life. On the other hand, profit for human service providers is essential for sustainable service provision. This thesis focuses on striking a balance between human services’ need for quality assurance and market providers’ need for profit. The research primarily examines the provision of long-term care for the elderly in Japan, which has the biggest share of aged population among the OECD members. Two research questions guide the empirical research: 1. How should governments design the human service market in order to keep the capacity to ensure the quality of service? 2. How should governments set the performance measurement for quality care? The research presents and tests two models. The first model addresses market competition practices and offers an alternative care quality model, called Ideal CQM. Ideal CQM seeks to overcome deficiencies in the existing care quality model, which allows the market to accommodate poor quality care. To this end, Ideal CQM presents a theoretical market design in which quality of care is the sole basis for market competition. By implementing Idea CQM, governments can direct the market competition to enhance the quality of care and poor quality service can be automatically eliminated from the market. The second model addresses performance measurement and is a process-based model, which values the experiences of front-line care workers. The process-based performance measurement seeks to overcome deficiencies in the existing outcome-based performance measurement, which is rendered ineffectual by two unique features of human service: ambiguous policy goals and a considerable amount of front-line worker discretion. This thesis, thus, modifies the existing concept of market competition utilising public administration theory to accommodate the process-based performance measurement model. The research supports the use of market competition to provide human service for long-term care. Approving the workability and the practicability of the presented two models, the thesis concludes that governments can achieve balance between quality assurance and sustainable provision, if they are willing to meet the required conditions for implementation of the two models.
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Omruuzun, Fatih. "A New Framework For Evaluation Of Field Based Academic Performances Of Higher Education Institutions." Master's thesis, METU, 2011. http://etd.lib.metu.edu.tr/upload/12613732/index.pdf.
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Measurement and evaluation of academic performance is an highly debated research area and results of the studies in this area are closely followed by a large segment of the society. In general, researches conducted in this domain evaluate higher education institutions as a whole, but such an approach actually represents an average performance of the research fields, which are actively studied by the members of institutions. This may be misleading, because academic performance varies for each university depending on the field of research. However, people who are interested in the results of these studies require more detailed information about field based academic performances of institutions.
One of these studies mentioned above have been implemented in 2011 by University Ranking by Academic Performance (URAP) research laboratory which was established in Middle East Technical University - Informatics Institute. In this study, 2000 universities around the world have been ranked according to multiple criteria in terms of overall academic performance.
Interests shown to results of the system implemented by URAP revealed a need for a more comprehensive ranking system, which deals with the evaluation of field based academic performance.
In this sense, within the scope of this study, universities ranked by URAP research laboratory were evaluated in terms of their academic performance in the following six research fieldsAgriculture &
Environmental Sciences (AGE) Clinical Medicine (MED) Engineering, Computing &
Technology (ENG) Life Sciences (LIFE) Natural Sciences (SCI) Social Sciences (SOC) Institutions in this study has been evaluated according to data that have been collected from ISI - Web of Knowledge for the indicators listed below. Article Count (last year) Total Document Count (last 5 years) Cumulative Journal Impact (last 5 years) Total Citation Count (last 5 years) H-Index (average of last 5 years) The results indicate that status of universities from the point of academic performance varies according to the research field.
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Strydom, Carla. "Business excellence : an integrated approach." Thesis, Stellenbosch : Stellenbosch University, 2002. http://hdl.handle.net/10019.1/52722.
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Thesis (MBA)--Stellenbosch University, 2002.Some digitised pages may appear illegible due to the condition of the original hard copy
ENGLISH ABSTRACT: To compete in the global economy South African, organisations have been forced to become more competitive with other organisations worldwide. These changes have necessitated analysis of improved management techniques, stakeholder needs and requirements, business orientation and people management skills in order to ensure that the most efficient systems and structures are implemented. In this project, the systematic approach towards business excellence is discussed. Business excellence can only be achieved by implementing a structured approach towards business performance. This approach starts with the stakeholder needs, which are incorporated into the organisation's policies and strategies. The organisation must align its process and capabilities with the strategy in order to achieve the desired business results. This whole process is driven by leadership and a performance culture. The Denison Organisational Culture Model is based on managerial practices that have an impact on performance, and is introduced as a framework for measuring the organisational culture. The SAEF Model for performance excellence is a framework for measuring the organisation's progress towards achieving performance excellence, and is supported by the principles of continuous improvement and TOM. The self-assessment process, as prescribed by the South African Excellence foundation, is reviewed as a process to measure performance against the SAEF Model framework. A process for integrating results of the self-assessment exercises into the business planning process is presented. Lastly, guidelines on benchmarking, surveys and performance measurement are discussed as a toolkit for successful self-assessment.
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Farquhar, MaryBeth Anne. "Actor Networks in Health Care: Translating Values into Measures of Hospital Performance." Diss., Virginia Tech, 2008. http://hdl.handle.net/10919/28312.
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The health care system within the United States is in a state of transition. The industry, confronted with a variety of new technologies, new ways of organizing, spiraling costs, diminishing service quality and new actors, is changing, almost on a daily basis. Reports issued by the Institute of Medicine raise quality issues such as avoidable errors and underuse/overuse of services; other studies document regional variation in care. Improvement in the quality of care, according to health care experts is accomplished through measuring and comparing performance, but there are a number of disparate actors involved in this endeavor. Through a network of both public and private actors, collaboration on the development of a set of national performance measures is underway. Organizations such as the National Quality Forum (NQF), the Agency for Healthcare Research and Quality (AHRQ), the Centers for Medicare & Medicaid Services (CMS) and other have formed networks to develop and standardize performance measurement systems that can distinguish between quality services and substandard ones. While there is some available research about the processes involved in performance measurement system design, there is little known about the factors that influence the development and work of the network, particularly the selection of hospital performance measures. This dissertation explored the development of a national performance measurement system for hospitals, using an institutional rational choice perspective and actor-network theory as frameworks for discussion. Through qualitative research methods such as direct observation, interviews, participant observations and document review, a theoretically informed case study of the NQFâ s Hospital Steering Committee was performed, to address the following questions: How is a national performance measurement system developed and what is the role of federal agencies (e.g., AHRQ and CMS) in the process?Ph. D.
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Waehrens, Eva Ejlersen. "Measuring quality of occupational performance based on self-report and observation development and validation of instruments to evaluate ADL task performance /." Doctoral thesis, Umeå : Umeå university, 2010. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-33848.
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Segovia, Villarreal Santiago Eduardo. "Linking worker health and well-being with business performance measures in the maquiladora manufacturing industry in the US-Mexico Border Region." To access this resource online via ProQuest Dissertations and Theses @ UTEP, 2008. http://0-proquest.umi.com.lib.utep.edu/login?COPT=REJTPTU0YmImSU5UPTAmVkVSPTI=&clientId=2515.
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Olsen, Eric Oscar. "Lean manufacturing management the relationship between practice and firm level financial performance /." Connect to this title online, 2004. http://rave.ohiolink.edu/etdc/view?acc%5Fnum=osu1086113492.
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Thesis (Ph. D.)--Ohio State University, 2004.Title from first page of PDF file. Document formatted into pages; contains xvii, 220 p. : ill. (some col.). Advisor: Peter T. Ward, Dept. of Business Administration. Includes bibliographical references (p. 197-203).
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Pienaar, Gideon Johannes. "Optimal objective achievement via balance of control." Thesis, Stellenbosch : Stellenbosch University, 2002. http://hdl.handle.net/10019.1/52978.
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Thesis (MMil)--University of Stellenbosch, 2002.ENGLISH ABSTRACT: Organisations need assurance that strategy is executed as planned and objectives are met, when matching organisational capabilities with the opportunities in the market. Control can give management such an assurance and is ultimately the responsibility of management. It is not however only management that may be interested with proper control in an organisation, all stakeholders wants some degree and form of control to safeguard their interest in an organisation. Management has a daunting task on their hands to ensure an organisation achieve its objectives as effectively, efficiently and economically as possible, while keeping all stakeholders informed and happy. Vast amounts of resources will be used to achieve objectives and management needs to strike a balance between protection of these resources and empowering employees to utilise these resources. A balance between the control systems over the different resources must also be in place. Management needs to have a balanced focus regarding the measurement of activities and behaviour relating to specific objectives, due to the time, cost, quality and innovation effects of control systems. A balance between costs and benefits of control systems must also be obtained. Control needs to be integrated as part of the management process to ensure optimal achievement of objectives. A holistic approach towards control and the usage of a sound control environment combined with relevant, organisational specific control systems that are flexible can ensure balance of control. All employees of an organisation have control responsibilities and must give inputs in the control process. Employees must view control as an aid and not as a stumbling block, when trying to achieve objectives. Management must be empowered and empower employees to have the relevant knowledge regarding control and control systems that can be used, when to use them and how to use them. These control systems must be continuously improved to ensure sustained, optimal achievement of objectives.
AFRIKAANSE OPSOMMING: Organisasies benodig versekering dat strategie uitgevoer word soos beplan en dat doelwitte bereik word, wanneer die organisasie se vermoë gepas word teen geleenthede in die mark. Beheer kan vir bestuur so 'n versekering gee en is eintlik bestuur se verantwoordelikheid. Dit is egter nie net bestuur wat belang kan stel in voldoende beheer nie, maar alle belanghebbers soek 'n mate en vorm van beheer oor 'n organisasie, om hul belange te beskerm. Bestuur het 'n uitdagende taak op hande om te verseker dat doelwitte doeltreffend, doelmatig en ekonomies bereik word, terwyl alle belanghebbers ingelig en gelukkig gehou word. Groot hoeveelhede hulpbronne word gebruik om doelwitte te bereik en bestuur moet 'n balans verkry tussen die beskerming van hulpbronne en die bemagtiging van werkers in die aanwending van die hulpbronne. 'n Balans tussen die beheer stelsels oor die verskillende hulpbronne moet ook in plek wees. Weens die tyd, koste, kwaliteit en innovasie effek van beheer moet bestuur 'n gebalanseerde fokus hê rakende die meting van aktiwiteite en gedrag betreffende spesifieke doelwitte. 'n Balans tussen die kostes en voordele van beheerstelsels moet ook verkry word. Beheer moet 'n ge-integreerde deel van die bestuursproses wees om optimale doelwit bereiking te verseker. 'n Holistiese benadering rakende beheer en die gebruik van 'n voldoende beheer omgewing, gekombineer met relevante, organisasie spesifieke beheer stelsels wat buigsaam is, kan balans van beheer verseker. Alle werkers in 'n organisasie het beheer verantwoordelikhede en moet insette verskaf in die beheer proses. Werkers moet beheer as 'n hulpmiddel ag en nie 'n struikelblok nie, wanneer doelwit bereiking nagestreef word. Bestuur moet bemagtig wees en werkers bemagtig om oor die nodige kennis rakende beheer en beheer stelsels te beskik, watter beheer stelsel gebruik kan word, wanneer om dit te gebruik en hoe om dit te gebruik. Die beheer stelsels moet aaneenlopend verbeter word om volgehoue, optimale doelwit bereiking te verseker.
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Kokt, Deseré. "The impact of organisational culture on service delivery in Group4 Securicor (G4S)." Thesis, Bloemfontein : Central University of Technology, Free State, 2007. http://hdl.handle.net/11462/88.
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Thesis (D. Tech.) -- Central University of Technology, Free State, 2007In the face of international crime and terrorism, private security together with public policing and the military is playing a crucial role. The domain of private security is a fairly neglected field of study, especially in South Africa, making this investigation a substantial contribution. With the focus on the impact of organisational culture on the levels of service delivery in South Africa’s largest security company, Group4 Securicor (G4S), a model is proposed for aligning organisational culture with levels of service excellence within the company. Data was collected by means of a structured questionnaire with a preceding pilot study. The Competing Values Framework (CVF) and the Baldrige criteria served respectively as guideline for the development of the culture and quality sections of the questionnaire. Although organisational culture and service excellence are well-researched topics, no other investigation applies these aspects to the private security industry. The results show that organisational cultural impacts on service excellence in G4S.
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Everhart, Chichi Kate. "Strategies for Measuring Quality Care in Healthcare Organizations in the United States." ScholarWorks, 2018. http://scholarworks.waldenu.edu/dissertations/4851.
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Abstract
According to members of the Institute of Medicine, about 98,000 hospitalized
patients in the United States die each year because of poor quality care. The problem of
poor healthcare quality may exist in part due to limited information on effective
performance measurement processes. A multiple case study design was used to gain
broad insight into possible solutions to the problems of determining the quality of
healthcare services using performance measurements. Hospital/healthcare organization
leaders in North Carolina who had implemented optimal performance measurements for
quality care were interviewed. The conceptual frameworks that served as a proposition
for the study were Goldratt's theory of constraint, Deming's 14 point model and Lewin's
model of the change process in human systems. The data collection process involved
semistructured interviews of 12 individuals. Data sources and conceptual framework
triangulations were used in the data analysis process(coding approaches, study
dependability, credibility, transferability methods and case study protocol use) . The
themes that emerged from the study were strategies for performance measurement and
strategies to enhance service quality in healthcare organizations etc. Results might
contribute to social change by helping healthcare leaders and patients improve their
knowledge and understanding of optimal performance measurement strategies, which
may effect positive organizational changes.
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Mela, Carol. "An Analysis of the School Board of Brevard County Instructional Personnel Performance Appraisal Instrument and the Validity of its Components." Doctoral diss., University of Central Florida, 2013. http://digital.library.ucf.edu/cdm/ref/collection/ETD/id/5671.
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This study examined the relationship between the professional practices components of the School Board of Brevard County Instructional Personnel Performance Appraisal System Instrument and student achievement as measured by a teacher's value-added measurement score. A Pearson Product-Moment Correlation was the statistical test used to analyze the data. The population included Brevard Public School instructional personnel assigned to Grades 4-10 who taught reading and/or mathematics measured by the Florida Comprehensive Assessment Test during the 2011-2012 school year and who received teacher aggregated value-added measurement scores. Findings indicated that there was a small to moderate statistically significant, positive relationship between all eight professional practices component variables and value-added measurement scores. Correlation coefficients ranged from .089 for collaborative inquiry to .218 for quality of instruction. All of the components combined had a correlation of .231, confirming the strength of multiple evaluation measures. Recommendations were provided for future research aimed at further data analysis in Brevard Public Schools as well as other school districts in order to identify the combination of evaluation components that most accurately reflect teaching effectiveness resulting in student learning as well as to pinpoint weaknesses upon which additional training could be based and the fidelity of implementation improved.Ed.D.
Doctorate
Teaching, Learning, and Leadership
Education and Human Performance
Educational Leadership; Previous Leadership Certificate
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Lööf, Viktor, and Rasmus Tandrup. "Tvärorganisatoriska förbättringsmöjligheter : En fallstudie om kvalitetsbrister inom order-till-leveransprocessen." Thesis, Linnéuniversitetet, Institutionen för ekonomistyrning och logistik (ELO), 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-67227.
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Kurs: Examensarbete i logistik och controller för Civilekonomprogrammet, 30 hp. 4FE18E & 4FE19E, VT17 Författare: Viktor Lööf och Rasmus Tandrup Handledare: Hana Hultén Examinator: Helena Forslund Titel: Tvärorganisatoriska förbättringsmöjligheter – En fallstudie om kvalitetsbrister inom order-till-leveransprocessen Bakgrund: Leverantörer har fått en allt viktigare roll i försörjningskedjan och order-till leveransprocessen har därför beskrivits som en av företagets viktigaste processer. Genom att identifiera kvalitetsbrister inom E-handelsföretagets order-till-leveransprocess och utveckla förbättringsåtgärder för att minimera dessa kan en mer välfungerande process uppnås. För att säkerställa resultatet av en genomförd kvalitetsförbättring måste företag även utveckla styrning för den berörda processen, där det inom order-till- leveransprocessen kan finnas hinder vid utformningen av prestationsmätning mellan leverantör och köpare. Syfte: Syftet med denna studie är att identifiera kvalitetsbrister inom E-handelsföretagets order-till-leveransprocess samt att utveckla förbättringsåtgärder som reducerar de förekommande bristerna. Vidare är syftet att identifiera de hinder som finns vid utformning av prestationsmätning mellan köpare och leverantör inom order-till- leveransprocessen. Metod: Denna studie grundar sig på en kvalitativ ansats. I linje med studiens syfte har en fallstudie gjorts hos E-handelsföretaget. Empiri har insamlats genom observationer, intervjuer och en fokusgrupp. Slutsats: Merparten av de kvalitetsbrister som identifierats inom E-handelsföretagets order-till-leveransprocess härleds till aspekten informationskvalitet. För att reducera dessa kvalitetsbrister presenteras en EDI-lösning mellan köpare och leverantör som en möjlig förbättringsåtgärd, vilket ger förutsättningar för att skapa och kommunicera information vid rätt tillfälle. Majoriteten av de hinder som identifierats vid utformning av prestationsmätning inom order-till-leveransprocessen kan kopplas till vem och hur själva mätningen genomförs mellan köpare och leverantör. Studiens resultat sammanställs i tabell 8 och figur 30, se avsnitt 6.1.Course: Thesis in logistics and controller for the MBA program, 30 hp. 4FE18E & 4FE19E, VT17 Authors: Viktor Lööf and Rasmus Tandrup Supervisor: Hana Hultén Examiner: Helena Forslund Title: Interorganizational improvements - A case study of quality deficiencies within the order-to-delivery process Background: Due to the increased role of suppliers within the supply chain the order-to- delivery process has been described as one of the most important processes in a company. By identifying quality deficiencies within the order-to-delivery process and developing measures addressing how these can be minimized the overall quality of the process can be improved. To ensure the results of quality improvements companies also need to manage the performance of the process. Managing performance is however connected to obstacles when integrating performance measurement between buyer and supplier within the order-to-delivery process. Purpose: The purpose of this study is to identify quality deficiencies within the case company’s order-to-delivery process and develop improvement measures addressed to reduce the identified deficiencies. Furthermore, the purpose is to create an understanding of obstacles to integrating performance measurement between buyer and supplier within the order-to-delivery process. Method: This study is based on a qualitative approach. In line with the purpose of the study a case study has been conducted at an E-commerce company. The empirical data has been collected through observations, interviews and a focus group. Conclusions: The majority of quality deficiencies found within the studied order-to- delivery process are related to the dimension information quality. To reduce these deficiencies an EDI-solution between buyer and supplier is proposed, providing conditions to create and communicate accurate information at the right time. Most of the obstacles to integrating performance measurement within the order-to-delivery process identified were connected to how the actual measurement is performed. The results of the study are summarized in table 8 and figure 30.
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Cibíková, Blanka. "Hodnocení výkonnosti podniku." Master's thesis, Vysoké učení technické v Brně. Fakulta podnikatelská, 2014. http://www.nusl.cz/ntk/nusl-224409.
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This diploma thesis deals with performance evaluations of C SYSTEM CZ a.s. Theoretical basis closer to the fundamental issue of work, explain the concepts of performance and quality, and focus on performance measurement tools. Analytical section gives more information about the company and its performance evaluation model is measured by START PLUS.
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Odontidou, Eleni. "Measuring and Evaluating the Supply Chain by implementing the BSC and investigating the quality of the Supply Chain: A case study at Giraff Technologies." Thesis, Mälardalens högskola, Akademin för innovation, design och teknik, 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-20278.
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In today’s world, globalization has increased the competition among companies and functioned as a factor for increased product variety, increased amount of customized products and shorter product life cycles. Supply Chain management is considered one of the most critical strategies for increasing organizational effectiveness and enhancing the customer service. Supply Chain needs to be evaluated based on its performance of how efficient and effective it is. Quality on products and processes has becoming even more critical to companies’ success. Zero defects on the components and parts that meet the customers’ needs are important for the quality of the final products and quality efforts can decrease the costs throughout the Supply Chain. Moreover, Supply Chain’s cost identification is getting even more important in order for the companies to evaluate the performance of their channel and realize the efficiency of their activities based on their supply chain processes. The purpose of this thesis is to investigate how the implementation of a performance measurement system can assist companies to improve the Supply Chain based on the identification of the relation between the evaluation of the Supply Chain and the quality and service that is provided to the customer. Moreover, the cost of the production and the after-sales service is measured, in order to have a clear image of the Supply Chain performance. A case study company, Giraff Technologies, was examined and investigated further in order the author to be able to support the results and the analysis of the primary research combined with the analysis of the literature review. Based on the results of the research it can be said that the quality performance of a company and the service that is offered to the customers can be enhanced through the measurement and evaluation of the Supply Chain performance. Better collaboration with the suppliers and customers, customer focus and continuous improvements are ways to improve not only the Supply Chain but also the quality and the service that is offered. The production cost is considered as a factor that can be influenced positively or negatively by the Supply Chain performance, whereas the after-sale service cost is not clear if it can be affected immediately from the Supply Chain performance.
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SAFARI, KHATOUNI ALI. "Experimentation and Characterization of Mobile Broadband Networks." Doctoral thesis, Politecnico di Torino, 2018. http://hdl.handle.net/11583/2708886.
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The Internet has brought substantial changes to our life as the main tool to access a large variety of services and applications. Internet distributed nature and technological improvements lead to new challenges for researchers, service providers, and network administrators. Internet traffic measurement and analysis is one of the most trivial and powerful tools to study such a complex environment from different aspects. Mobile BroadBand (MBB) networks have become one of the main means to access the Internet. MBB networks are evolving at a rapid pace with technology enhancements that promise drastic improvements in capacity, connectivity, and coverage, i.e., better performance in general. Open experimentation with operational MBB networks in the wild is currently a fundamental requirement of the research community in its endeavor to address the need for innovative solutions for mobile communications. There is a strong need for objective data relating to stability and performance of MBB (e.g., 2G, 3G, 4G, and soon-to-come 5G) networks and for tools that rigorously and scientifically assess their performance. Thus, measuring end user performance in such an environment is a challenge that calls for large-scale measurements and profound analysis of the collected data. The intertwining of technologies, protocols, and setups makes it even more complicated to design scientifically sound and robust measurement campaigns. In such a complex scenario, the randomness of the wireless access channel coupled with the often unknown operator configurations makes this scenario even more challenging. In this thesis, we introduce the MONROE measurement platform: an open access and flexible hardware-based platform for measurements on operational MBB networks. The MONROE platform enables accurate, realistic, and meaningful assessment of the performance and reliability of MBB networks. We detail the challenges we overcame while building and testing the MONROE testbed and argue our design and implementation choices accordingly. Measurements are designed
to stress performance of MBB networks at different network layers by proposing scalable experiments and methodologies. We study: (i) Network layer performance, characterizing and possibly estimating the download speed offered by commercial MBB networks; (ii) End users’ Quality of Experience (QoE), specifically targeting the web performance of HTTP1.1/TLS and HTTP2 on various popular web sites; (iii) Implication of roaming in Europe, understanding the roaming ecosystem in Europe after the "Roam like Home" initiative; and (iv) A novel adaptive scheduler family
with deadline is proposed for multihomed devices that only require a very coarse knowledge of the wireless bandwidth. Our results comprise different contributions in the scope of each research topic. To put it in a nutshell, we pinpoint the impact of different network configurations that further complicate the picture and hopefully contribute to the debate about performance assessment in MBB networks. The MBB users web performance shows that HTTP1.1/TLS is very similar to HTTP2 in our large-scale measurements. Furthermore, we observe that roaming is well supported for the monitored operators and the operators using the same approach for routing roaming traffic. The proposed adaptive schedulers for content upload in multihomed devices are evaluated in
both numerical simulations and real mobile nodes. Simulation results show that the adaptive solutions can effectively leverage the fundamental tradeoff between the upload cost and completion time, despite unpredictable variations in available bandwidth of wireless interfaces. Experiments in the real mobile nodes provided by the MONROE platform confirm the findings.
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Baba, Djara Monita Jean. "Performance measurement of district level hospitals in low income countries: participatory development of an instrument to assess inputs, processes, and outputs for evidence-based management and quality improvement." Thesis, Boston University, 2014. https://hdl.handle.net/2144/10935.
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Thesis (Dr.P.H.)--Boston UniversityBACKGROUND: The potential of hospital performance measurement (HPM) to contribute to improved quality of care and patient outcomes is underrepresented in the health system strengthening literature and no standardized HPM instrument exists for hospitals in developing countries. The problem centered Participatory Action Research (PAR) approach is particularly suited to addressing complex organizational problems in low resource settings and is gaining acceptance as an applied research method in healthcare settings. METHODS: This quasi-experimental study using the PAR approach was carried out in 4 hospitals in Cameroon. Quantitative (415 surveys) and qualitative (129 interviews and 77 observations) methods examined how participating in the design of a HPM instrument influences health personnel's knowledge, attitude, interest, and intention to continue use of performance measurement for quality improvement. Changes in scores for the above outcomes from before and after implementation of the performance indicators were compared to scores from a non-participating control hospital at the same time points. RESULTS: Personnel designed and pilot tested performance measurement indicators in all hospital services. Hospitals that actively participated in instrument design showed a statistically significant increase in HPM knowledge and attitude, and were more likely to report intention to continue using HPM as compared to the non-participating hospital. Hospital personnel participating in the design process were more aware of the workload barriers to implementing HPM but nonetheless were more motivated to continue the HPM effort. In addition, the PAR approach fostered ownership, increased skills, raised awareness of performance gaps, and led to a contextually appropriate tool. CONCLUSIONS: The results of this study demonstrate the feasibility of designing and implementing an HPM instrument in a low-resource health care system and highlight the positive benefits of the PAR approach. Further research is needed to determine the effect of regular HPM on quality of care and its sustainability over time in resource constrained settings.