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Reque, Calisaya Ramiro Benjamin. "Total quality control - TQC: controle total de qualidade na area de serviços." reponame:Repositório Institucional do FGV, 1993. http://hdl.handle.net/10438/4665.
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Previous issue date: 1993-11-05T00:00:00ZTrata-se de uma análise teórica sobre os conceitos modernos de comtrole de qualidade - CQ, refletidos no TOTAL QUALITY CONTROL - TQC - Controle Total de Qualidade, aplicados às áreas de serviços das empresas industriais e às empresas fornecedoras de serviços.
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Poon, Kai-jee Edward, and 潘啓智. "Total quality management in the constructed project." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 1989. http://hub.hku.hk/bib/B42128353.
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Kanakana, Mukundeleli Grace. "An assessment of the challenges and successes experienced when implementing the six sigma methodology in Continental Tyre South Africa." Thesis, Nelson Mandela Metropolitan University, 2006. http://hdl.handle.net/10948/531.
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Globalisation has opened up international markets for South African companies, but has also introduced competition in the domestic market. As a result, South African organisations are forced to attain global efficiency levels if they are to compete on the world market as well as maintain their domestic market share. Organisations have to come with creative methods that can enhance their competitiveness, one of them being the Six Sigma. Six Sigma is a measurement-based strategy that focuses on process improvement and variation reduction as a means towards performance improvement. The methodology has a reputation of success, however a number of organisations believe that the methodology is not relevant to their specific competitive needs. Six Sigma is seen as another continuous improvement tool applicable to first world country organisations which will fade away with time. The study was undertaken to find out challenges and successes of implementing a Six Sigma methodology at Continental Tyre SA. The findings of the study revealed that the experience of implementing Six Sigma methodology at Continental Tyre SA is similar to those experienced by first world organisations. It is concluded that Six Sigma methodology can improve organisation processes and yield financial benefits irrespective of organisation location or background. However, organisations must follow a systematic guideline when implementing the methodology. The study provides recommendations on how Continental Tyre SA can align their strategy in order to achieve organisational objectives. The following recommendations were made: Roll out Six Sigma to support departments; Align the strategy to address critical success factors; Improve project turnover time and measure the success on financial savings and number of projects completed.
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Moretti, Jose Wilson. "O Total Quality Control de A. Feigenbaum como modelo de sistema de gestão da qualidade." [s.n.], 2003. http://repositorio.unicamp.br/jspui/handle/REPOSIP/264055.
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Orientador: Eugenio Jose ZoquiDissertação (mestrado) - Universidade Estadual de Campinas, Faculdade de Engenharia Mecanica
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Resumo: Este trabalho procurou demonstrar que a utilização no meio industrial do TQC de A Feigenbaum é um sistema de per si suficiente para a garantia da qualidade do produto acabado, bem como assegurar as salvaguardas para o controle do processo, analise de capabilidade, engenharia de desenvolvimento de novos produtos com suas fase de testes (protótipo, industrialização e pré-produção). Este sistema fornece também os meios para garantia dos instrumentos de medição da qualidade (receptibilidade e reprodutibilidade), para garantia e melhoramento do próprio sistema através das auditorias. Este sistema foi introduzido em um fabricante multinacionaI do ramo de produção de pneus, onde após a definição de alguns indicadores de performance industrial, tais como: indicadores de produtividade, re-trabalho e sucata e Índices de Cp e Cpk, procurou-se mostrar a eficácia deste sistema. Durante esta análise, procurou-se verificar possíveis alterações do clima motivacional em função das alterações estruturais e resultados obtidos após a introdução do TQC
Abstract: This thesis tries to demonstrate that the use of "TQC" on the industry area is an enough system by it self to assure the quality of the product on the market, as well as to assure the safeguards of the control process, capability analysis, development engineering of new products, prototyping and industrialization. This system provides the means to assure the guarantee of quality measurements instruments (repetitiveness and reproductibility) and for the assurance and improvement of the system by it self through audits. This system was introduced in a multinational tyre manufacturer, where after the definition of some industrial performance indicators, such as: productibility, rework and scrap index and Cp and Cpk indicators, it was tried to demonstratethe system efficacy. During this analysis, it was tried to verify possible changes of motivational behavior afier the structural changes and results afier TQC introduction
Mestrado
Materiais e Processos de Fabricação
Mestre em Engenharia Mecânica
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Cheong, Shu-keung Frankie, and 張樹強. "Implementing total quality management in estate management company." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 1999. http://hub.hku.hk/bib/B31968557.
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Yip, Man-shan Tammy, and 葉文珊. "Total quality management for the accounting profession." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 1998. http://hub.hku.hk/bib/B31269515.
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徐美貞 and Mei-ching Chui. "Implementation of a quality system in Hong Kong telecom." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 1994. http://hub.hku.hk/bib/B31266010.
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Chow, Chi-yang David, and 周志揚. "Total quality management in Hong Kong bank." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 1998. http://hub.hku.hk/bib/B31268717.
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Salvanera, Rolando C. "Implementing total quality management at the intermediate level of aircraft maintenance." Thesis, Monterey, California : Naval Postgraduate School, 1990. http://handle.dtic.mil/100.2/ADA241768.
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Thesis (M.S. in Management)--Naval Postgraduate School, December 1990.Thesis Advisor(s): Roberts, Benjamin J. ; Trietsch, Dan. "December 1990." Description based on title screen as viewed on April 2, 2010. DTIC Identifier(s): Management planning and control, quality control, quality, management, aircraft maintenance, TQM (Total Quality Management), quality management, theses. Author(s) subject terms:Total Quality Management, implementation, intermediate maintenance activity, Navy Personnel Research and Development Center, Naval Aviation Maintenance Office. Includes bibliographical references (p. 55-57). Also available in print.
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Shi, Ji. "The implementation of total quality management in China." Thesis, This resource online, 1993. http://scholar.lib.vt.edu/theses/available/etd-01242009-063130/.
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Jamil, Kabir. "A study of quality improvement tools and total quality management (TQM) frameworks for small and medium size manufacturing companies." Ohio : Ohio University, 1998. http://www.ohiolink.edu/etd/view.cgi?ohiou1176491309.
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Twala, Luphumlo Rodney. "An investigation into the impact of quality management systems on General Motors suppliers." Thesis, Nelson Mandela Metropolitan University, 2012. http://hdl.handle.net/10948/d1020927.
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Acceptable product quality is one of the central pillars of customer satisfaction, which is key to customer retention and business success. The quest to improve and maintain good product quality is as old as mankind himself. In the beginning of time, quality involved selecting edible plants, to craftsmanship then later to mass production. As time went on, various individuals and institutions made valuable contributions to quality control methods, tools and techniques as we know them today. The International Organisation for Standardisation initiated quality management standards, provide requirements, specifications and guidelines that can be used to ensure materials and products meet a certain quality level. These quality management systems were adopted by the global automotive organisations, adapted and tailored to suit their requirements. The result was the development of ISO/TS 16949, which is a requirement for all direct manufacturing suppliers to the automotive original equipment manufacturers (OEMs), like BMW, TOYOTA and GM. Some OEMs specify additional requirements their supplier base, in case of General Motors, Quality Systems Basics (QSB) is a mandatory quality management systems requirement. QSB is designed by GM to help suppliers reduce product defects, improve internal efficiencies and improve supply chain processes. A quantitative approach was chosen, which utilised an explorative and descriptive survey questionnaire in order to complete the research study. The study will show that the majority of the respondents believed that the implementation of QSB has resulted in positive implications in their manufacturing process and supply value chain.
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Ahmed, Syed Mahmood. "An integrated total quality management (TQM) model for the construction process." Diss., Georgia Institute of Technology, 1993. http://hdl.handle.net/1853/21543.
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Ramirez-Sanchez, Jose Carlos. "The new location and interaction patterns of the Mexican motor industry." Thesis, University of Sussex, 1995. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.261410.
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Simpson, John B. "How implementation of TQM and the development of a process improvement model, within a Forward Support Battalion, can improve preparation of the Material Condition Status Report (DA Form 2406)." Thesis, Monterey, California : Naval Postgraduate School, 1990. http://handle.dtic.mil/100.2/ADA242968.
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Thesis (M.S. in Management)--Naval Postgraduate School, December 1990.Thesis Advisor: Sessions, Sterling. Second Reader: Kang, Keebom. "December 1990." Description based on title screen as viewed on April 2, 2010. DTIC Identifier(s): Management planning and control, quality control, quality, management, Battalion Level Organizations, TQM (Total Quality Management), quality management, Theses. Author(s) subject terms: Process imporvement model, implementation of TQM. Includes bibliographical references (p. 70). Also available in print.
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Lacson, Ernani Morena Morgan Harold R. "Total Quality Leadership as it applies to the Surface Navy." Monterey, California : Naval Postgraduate School, 1990. http://handle.dtic.mil/100.2/ADA243195.
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Thesis (M.S. in Management)--Naval Postgraduate School, December 1990.Thesis Advisor(s): Crawford, Alice ; Roberts, Benjamin. "December 1990." Description based on title screen as viewed on March 31, 2010. DTIC Identifier(s): Leadership Training, Management Planning And Control, Officer Personnel, Naval Personnel, Naval Warfare, Quality Control, TQM (Total Quality Management), Quality Management, TQM, Total Quality Management, Theses. Author(s) subject terms: Total Quality Leadership, Leadership, Management and Education Training, Command Excellence Program. Includes bibliographical references (p. 91-95). Also available in print.
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Майборода, Тетяна Миколаївна, Татьяна Николаевна Майборода, Tetyana Mykolaivna Mayboroda, and D. O. Lysak. "Features of application of KAIZEN and total quality management (TQM) approaches in quality management at enterprises." Thesis, Sumy State University, 2020. https://essuir.sumdu.edu.ua/handle/123456789/82530.
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Baliso, Unathi. "Partnering with suppliers for quality improvement." Thesis, Cape Peninsula University of Technology, 2010. http://hdl.handle.net/20.500.11838/1232.
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A dissertation submitted in fulfillment of the requirements for the degree Master Technology: Quality in the Faculty of Engineering at the Cape Penisula University of TechnologyUneven surfaces on national roads that often lead to difficulty and even danger can be extremely hazardous when wet, due to mud and cracks, and also create dust pollution for motorists, pedestrians, residents and business. The continuing use of low quality raw materials in producing hot mix asphalt for national roads, leads to regular maintenance at a very high cost. The quality aggregates (stone that is used to produce asphalt), and the quality of bitumen are often inadequate for the correct composition of hot mix asphalt. The mst important factors affecting initial and long term performance of the highways is the inferior pavement structure and condition, due to poor aggregates (raw material)from suppliers. The performance of asphalt i s largely determined by the characteristics of its constituents, the asphalt binder and aggregates.
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Jacunski, Walter W. "Achieving quality in procurement through automation." Thesis, Monterey, California : Naval Postgraduate School, 1990. http://handle.dtic.mil/100.2/ADA241897.
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Thesis (M.S. in Management)--Naval Postgraduate School, December 1990.Thesis Advisor(s): Haga, William J. Second Reader: McCaffrey, Martin J. "December 1990." Description based on title screen as viewed on March 30, 2010. DTIC Identifier(s): Quality Control, Management Planning And Control, Military Procurement, Quality, Management, Automation, TQM(Total Quality Management), Quality Management, TQM, Total Quality Management, Theses. Author(s) subject terms: Procurement Quality, Total Quality Management. Includes bibliographical references (p. 44-45). Also available in print.
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Sun, Hao. "Total Quality Management: A Future in Chinese Architecture Practice." Cincinnati, Ohio : University of Cincinnati, 2008. http://rave.ohiolink.edu/etdc/view.cgi?acc_num=ucin1217299513.
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Thesis (M,S,)--University of Cincinnati, 2008.Advisors: David Saile (Committee Chair), Gordon Simmons (Committee Co-Chair). Title from electronic thesis title page (viewed Apr. 19, 2010). Includes abstract. Keywords: Architectural practice; architectural service marketing; globalization; Chinese architects; management; quality control; social aspects; Total Quality Management. Includes bibliographic references.
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Badrick, Tony Cecil. "Implementing total quality management in Australian health care organizations." Thesis, Queensland University of Technology, 1997.
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Nguenang, Lionel Bell. "An approach to six sigma implementation in South African enterprises." Thesis, Cape Peninsula University of Technology, 2010. http://hdl.handle.net/20.500.11838/1213.
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Thesis (MTech (Quality))--Cape Peninsula University of Technology, 2010To succeed in the global market, South African enterprises need an overall operational excellence which is a key requirement for any business to sustain competiveness and growth. To effectively respond to the constant flexibility of customer demands, many quality initiatives have been developed to assist business organisations in the quest for excellence. Quality management has evolved over the years from a simple product inspection, to a modern management system that requires the involvement of the entire workforce and other stakeholders to work closely, toward customer satisfaction. Currently, the most used quality concepts by organisations throughout the world are ISO 9001(2008); Total Quality Management; Just in Time; and Six Sigma. Among these quality initiatives, Six Sigma has emerged as the most powerful quality improvement strategy. In South Africa (SA), business organisations have adopted several quality initiatives to cope with the challenges of globalisation. Six Sigma is one of the latest quality initiatives that many businesses in SA are using or considering as a mechanism to strengthen their product or service quality. This study explores a Six Sigma model for implementation in the context of the South African business environment. As less than ten percent of organisations worldwide have recognised the tremendous effects of Six Sigma in boosting their productivity and financial profit, it becomes extremely important to understand the complexity and critical aspects behind Six Sigma implementation, that organisations in SA must recognise when implementing Six Sigma. This study can assist many industries in SA, as well as those in other developing nations, who have not yet experienced Six Sigma implementation, to become aware of the complexity and critical elements of this quality approach.
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Cortada, Antonio Celso Hunnicutt. "Implantação de um sistema de gestão da qualidade atraves do MASP." [s.n.], 2005. http://repositorio.unicamp.br/jspui/handle/REPOSIP/264040.
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Orientador: Eugenio Jose ZoquiDissertação (mestrado) - Universidade Estadual de Campinas, Faculdade de Engenharia Mecanica
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Resumo: O objetivo deste trabalho é utilizar o Método de Análise e Solução de Problemas, MASP, como veículo de implementação de um programa de qualidade total e avaliar seu impacto em uma empresa do setor de embalagem. O método empregado é o da pesquisa-ação. Para tanto, analisa-se uma empresa, na qual o sistema de gestão da qualidade é estruturado e introduzido. Com isso, pretende-se demonstrar de forma sintética uma outra abordagem de implementação do Controle de Qualidade Total, que pode trazer benefícios para a organização desde as etapas iniciais. Para corroborar com esta idéia, além de demonstrar como o método foi empregado na empresa, três estudos de caso são apresentados detalhadamente. Posteriormente, analisam-se como os projetos de melhoria contribuíram para a institucionalização da qualidade total na organização. Concluindo, este trabalho pretende comprovar a hipótese de que o MASP pode ser utilizado para iniciar o movimento da qualidade e auxiliar na implementação do TQC
Abstract: The main goal of this study is to use the QC Story method of problem solving and analysis as a vehicle for the implementation of a total quality program and evaluate its impacts in a company from the packaging sector. The method that was used employs a research in an industry where the quality management system was structured and introduced. This work intents to briefly demonstrate the advantages that the use of this alternative approach may provide, even in its early phases. To emphasize this idea and also to demonstrate how the method was used in the industry being researched, three detailed case studies are presented. After that, it is analyzed how these improvement projects have influenced the institutionalization of the total quality control concepts in the company. At last, this study intents to verify the hypothesis that the QC Story method can be used to start the quality movement and help the TQC implementation
Mestrado
Materiais e Processos de Fabricação
Mestre em Engenharia Mecânica
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Tang, Chun-yin Kenneth, and 鄧俊彥. "Evaluation of the total quality management in property management sector in Hong Kong." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 2009. http://hub.hku.hk/bib/B42556156.
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De, Bruyn Phillipus Petrus. "A management strategy for the improvement of the effectiveness of secondary schools through total quality management / Phillipus Petrus de Bruyn." Thesis, Potchefstroom University for Christian Higher Education, 2003. http://hdl.handle.net/10394/10099.
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The new paradigm in managing organisations, known as Total Quality Management
(TQM), was investigated in this thesis. TQM as a management concept represents a
fundamental change in the management approach of organisations (i.e. schools).
TQM comprises a comprehensive change to the theory and practice of management,
and focuses in particular on leadership and people. It is claimed in literature that the
bulk of problems of organisations is leadership or management-related subsequently
the implementation of TQM poses a major challenge to the managers of those
organisations.
It has become clear from literature that TQM comprises a radical departure from the
traditional educational paradigm of bureaucracy, autocracy and mediocrity, towards a
system that liberates the educator from bureaucratic red tape, and which provides for
a model of empowerment and participation. This research was particularly aimed at
the application of quality principles in secondary schools.
The aims of the research were to
• determine the nature and characteristics of TQM in schools through a review of
the literature;
• identify methods from the literature for the implementation of TQM in schools;
• identify and analyse from the literature schools as case studies;
• determine to what extent effective schools make use of TQM, and to what extent
elements of TQM were to be identified in these schools;
• determine whether the strategies employed in schools are based on TQM
assumptions and could characterise them as effective in terms of TQM;
• develop a management strategy for the improvement of the effectiveness of
secondary schools through the implementation of TQM.
A literature study was undertaken to analyse TQM and to determine methods for
implementing TQM in schools. The empirical research consists of two phases: a
quantitative phase comprising the use of a questionnaire to determine to what extent
principals make use of TQM, and a qualitative phase in which principals, educators,
learners and parents participated in interviews to determine what strategies schools
use are based on TQM. Information from both the literature review and the empirical
study was used to develop a management strategy as a guide for principals to
improve the effectiveness of schools through TQM.
The conclusion chapter contains a summary of the research, findings and
recommendations 'in respect of the research aims.Thesis (Ph.D. (Education))--Potchefstroom University for Christian Higher Education, 2003
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Chui, Mei-ching. "Implementation of a quality system in Hong Kong telecom /." [Hong Kong] : University of Hong Kong, 1994. http://sunzi.lib.hku.hk/hkuto/record.jsp?B13786969.
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Lee, Kam-hung. "Implementation of ISO 9000 in electrical & mechanical services Department /." Hong Kong : University of Hong Kong, 1996. http://sunzi.lib.hku.hk/hkuto/record.jsp?B17983769.
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Nonxuba, Adminicar Ntombekaya. "The application of total quality management within small and medium enterprises." Thesis, Cape Peninsula University of Technology, 2010. http://hdl.handle.net/20.500.11838/1212.
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Thesis (MTech (Quality)) -- Cape Peninsula University of Technology, 2010Since 1996, the South African clothing and textile industries have been under tremendous pressure to improve the competitiveness of the industry. Various attempts to save the industry have been considered by both industry and Government. The attempts included the introduction of quotas with the aim to limit imports, the formulation of clusters, and improving the value chain between the clothing manufacture textile companies and the clothing retail companies. More specific, focus was leveled at the improvement of the industry’s productivity and quality management systems. In spite of these efforts, sectors of the South African clothing and textile industries are closing down. Although the clothing and textile industries are experiencing a decline in large companies, there has been a steady increase in the number of emerging Small Medium Enterprises (SME’s) commonly referred to as CMT’s (Cut Make and Trims) within the context of the clothing industry. The research question which was researched within the ambit of this dissertation read as follows: What actions are required for Total Quality Management (TQM) to be successful implemented within South African clothing manufacturing SME’s?” The objective of this research was to determine what challenges are facing South African clothing manufacturing SME’s, and the reasons for the lack of successful implementation of TQM systems within the South African clothing manufacturing SME’s. Furthermore, to determine if there is a relationship between the planning behavior of SME’s and lack of TQM implementation and to what extent the accreditation process impact upon TQM implementations within SME’s. The survey conducted within SME’s provided positive feedback with respect to quality processes being followed. In spite of this the following challenges were identified: The lack of employee involvement in decision-making, miscommunication between management and employees, and the dissatisfaction of employees.
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Bonato, Rodrigo Giacomini. "Qualidade operacional da fenação: análise do processo de produção." Universidade de São Paulo, 2004. http://www.teses.usp.br/teses/disponiveis/11/11148/tde-19112004-133218/.
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O Brasil possui atualmente o maior rebanho comercial bovino do mundo com aproximadamente 185 milhões de cabeças, configurando-se em uma atividade de significativa participação na formação do PIB agropecuário nacional. Entretanto, uma das dificuldades enfrentadas é a sazonalidade das forrageiras, pois a produção da pastagem concentra-se na época quente e chuvosa do ano. A fenação é uma das alternativas na conservação de forragens e sua qualidade depende, entre outros fatores, do processo de colheita, onde eficiência e agilidade são proporcionadas pela mecanização. O momento econômico atual obriga os produtores rurais a adequarem seus sistemas produtivos, buscando novas tecnologias e soluções gerenciais que os fortaleçam na administração de suas propriedades. Deste modo, defeitos ou falhas em suas operações agrícolas devem ser detectadas e corrigidas, de modo a tornar os processos mais eficientes e, conseqüentemente, menos onerosos. Esta busca por menores custos e obtenção de melhorias ao sistema produtivo, pode ser alcançada pela implantação da gestão pela qualidade à administração empresarial. Os conceitos de qualidade foram desenvolvidos para o setor industrial e estão plenamente presentes à rotina das empresas e hoje, passaram a atuar também na agricultura, pois, uma vez que a cultura já tenha sido implantada, qualquer operação realizada fora dos padrões planejados traz inúmeras perdas. Devido ao alto custo do sistema produtivo agrícola, as operações mecanizadas representam um ponto estratégico para o desenvolvimento de técnicas de otimização e redução dos mesmos. Deste modo, este estudo teve por objetivo identificar e avaliar as operações de maior impacto nos custos e na qualidade para obtenção do feno enfardado. Os dados obtidos em uma propriedade produtora de feno, foram analisados utilizando-se o Controle Estatístico de Processos (CEP) e as operações de sega e enfardamento foram consideradas críticas sob o ponto de vista econômico e qualitativo em relação ao produto final (feno). Para a operação de sega, os resultados indicaram que existem causas especiais atuando no processo, bem como tendência de execução da operação acima dos limites estabelecidos, devido ao receio de contaminação da massa ceifada. Na operação de enfardamento constatou-se um maior potencial de melhoria e para tanto, exigiu que um dispositivo eletrônico de contagem fosse acoplado ao equipamento, melhorando a qualidade do processo produtivo, principalmente com relação à conformação dos fardos: manutenção do comprimento e geometria. Enfim, a implantação de sistemas de controle de qualidade em operações agrícolas mecanizadas para a cultura de feno é viável e, com o CEP, foi possível caracterizar tecnicamente a qualidade de execução das operações e gerar melhorias na qualidade final do produto.In the very beginning of the 21st century Brazil has nearly 185 million cattle, the biggest livestock of the world, which agribusiness contributes significantly to the GNP of the country. Most of those animals feed in pasture land and one of the main constraints is the seasonality of the herbage, that is, in the winter time the drought restrict the availability of food. Hay is one of the alternatives to counteract that problem and its quality depends on the process of harvesting, among others, in which the agility and efficiency is given by the mechanization. Nowadays rural activity requires cost-effective administration like any other enterprise, so that the producers have to constantly pursue new technologies and managerial processes. Faults and defects in the operations must be detected in time and properly corrected in order to get efficiency in the process, that is, a minor cost. This search for a lower cost can be reached applying the quality management in the business administration. The concepts of quality were developed to the industrial sector and, fully incorporated to the routine administration of the enterprises of that sector, now come to be applied to the agribusiness alike. Due to the high cost of the agricultural production process, a strategic move is the development of techniques to optimize and reduce the mechanized operations. This study aimed at the identification and evaluation of the operations which most impact the cost and quality of the hay harvesting and packing. Data obtained in a hay production farm were analyzed by means of the Statistical Quality Control (SQC) and both the tillage and packing were considered the key points under the economical and quality view in relation to the final product, the fodder. Concerning the tillage, the results indicated the existence of special causes acting in the process, as well as a tendency to operate the machines above the required limits due to the fear of adulterations in the reaped mass. As it was detected that in the packing process prevail the biggest potential to improve, an electronic device of counting was set up in the equipment. This recourse improved somewhat the productive process, mainly in relation to the format of the package: proper maintenance of the length and geometry. In conclusion, the introduction of quality control systems in the mechanized processes of hay harvesting is feasible and, the SQC make it possible to technically characterize the quality of the operations, which leads to a better fodder.
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Pereira, Heliana Martins. "Etapa bioanalítica de estudos de BD/BE: um novo olhar da garantia da qualidade em busca da qualidade total." reponame:Repositório Institucional da FIOCRUZ, 2014. https://www.arca.fiocruz.br/handle/icict/9944.
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Fundação Oswaldo Cruz. Instituto Nacional de Controle de Qualidade em Saúde
Para que um medicamento possa ser registrado como genérico ou para obter seu registro como similar no Brasil é necessária a execução de uma série de testes bioanalíticos regulamentados por legislações e resoluções do Ministério da Saúde. Estes ensaios são chamados de estudos de bioequivalência/biodisponilidade relativa (BD/BE) e só podem ser realizados por centros de pesquisa devidamente habilitados pela Agência Nacional de Vigilância Sanitária - Ministério da Saúde (ANVISA/MS). Os estudos de BD/BE são realizados em seres humanos e devem assegurar a identidade dos produtos em relação à velocidade da absorção e quantidade do fármaco absorvido. De relevância considerável para a saúde pública e de interesses sócio-econômicos, torna-se importante criar mecanismos e ferramentas que possam dar garantias de que os medicamentos a serem lançados no mercado apresentem as mesmas características e propriedades físico-químicas que o medicamento reconhecido como de referência. Sendo assim, faz-se necessário o desenvolvimento de metodologias seguras e dinâmicas de avaliação da garantia da qualidade e dos processos referentes aos estudos realizados. Neste contexto, este trabalho tem como objetivo apresentar uma nova abordagem da garantia da qualidade, referente à etapa bioanalítica de estudos de BD/BE, com enfoque na Qualidade Total, utilizando o estudo de Levodopa + benserazida como piloto. A proposta é de uma avaliação da qualidade que não se limita às avaliações descritas nas normas e legislações específicas, mas avaliar a qualidade do todo. Nosso trabalho demonstrou um modelo de Sistema de Gestão, que proporcionou o aumento da qualidade dos estudos realizados, diminuindo a visão dicotomista entre Qualidade e Laboratório e, consequentemente, a comercialização dos medicamentos genéricos com qualidade assegurada, após avaliação pelo estudo de BD/BE.
For a drug to be registered as generic or to obtain its registration as similar medication in Brazil, a series of bioanalytical tests regulated by laws and resolutions of the Ministry of Health are required. These tests are called bioequivalence studies / relative bioavailability (BE/BA) and can only be carried out by research centers accredited by the National Health Surveillance Agency - Ministry of Health (ANVISA / MS). Studies BE/BA are performed in humans and should ensure the identity of the products relative to the rate of absorption and amount of drug absorbed. Of considerable relevance to public health and socio-economic interests, it is important to create mechanisms and tools that can provide assurance that the drugs to be launched in the market have the same characteristics and physicochemical properties of the drug known as a reference. Therefore, it is necessary to develop secure, dynamic assessment methodologies and quality assurance processes related to the studies performed. In this context, the present work aims to present a new approach to quality assurance regarding the bioanalytical phase of studies BE/BA, with a focus on Total Quality Control, using the study of levodopa + benserazide as a pilot study. The proposal is of a quality assessment that is not limited to the assessments described in the specific rules and laws, but to evaluate the quality of the whole. Our study demonstrated a model management system, which provided the increase in the quality of studies, reducing the dichotomous view between Quality and Laboratory and hence the marketing of generic drugs with assured quality, after evaluation by the study BE/BA.
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Miyake, Dario Ikuo. "Programas de melhoria da produtividade e qualidade: um estudo comparativo dos modelos \"Just-in-Time\" (JIT), \"Total Quality Control\" (TQC) e \"Total Productive Maintenance\" (TPM)." Universidade de São Paulo, 1993. http://www.teses.usp.br/teses/disponiveis/3/3136/tde-11072017-100205/.
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O aumento da competitividade no mercado tem estimulado uma grande busca por conceitos e técnicas que auxiliem os processos de melhoria do desempenho de sistemas produtivos, sobretudo no que tange a produtividade e qualidade. Neste contexto, o estudo da experiência das indústrias japonesas revela que a sua competitividade foi conquistada e tem sido sustentada com base em modelos integrados voltados ao planejamento, implementação e condução dos chamados programas de melhoria da produtividade e qualidade (PMPQ\'s). Tais modelos são baseados em filosofias especificas de gestão da manufatura, sendo que os três seguintes, despontam com grande destaque e constituem o objeto central de estudo desta dissertação: 1. Manufatura Just-in-Time (JIT); 2. Total Quality Control (TQC); 3. Total Productive Maintenance (TPM). O presente trabalho é dedicado ao estudo conceitual destes modelos. Para isso foi elaborado um quadro conceitual sobre a estrutura geral de um PMPQ. Tomando-se este quadro como pano de fundo, estes três modelos foram então caracterizados, analisados e avaliados de forma comparativa. Esta análise possibilitou a identificação dos aspectos específicos a cada um, más também evidenciou muitas semelhanças (exemplo: sua aplicação como instrumento de gestão estratégica da manufatura) entre os mesmos.Along the last decades a series of geopolitical and macroeconomic changes have made the competition in international trade tougher. Although the brazilian economy has not been so integrated to the international market, effects of such trend are already disturbing the dynamics of Braazilian companies. Therefore an increasing number of companies have driven themselves into processes aimed to increase competitive power through strategies that value mainly attributes like cost and quality. Such processes have in general a broad scope and are usully called Productivity and Quality Improvement Programs (PQIP\'s). In this context, new paradigms for planning, implementation and guidance of such programs have risen from japanese industries. Among these paradigms, three of them are worthy of special attention and represent the main object of this work. Each of these paradigms have their own manufacturing management philosophy and are the following; 1. the paradigm based on Just-In-Time (JIT) Manufacturing philosophy, 2. the paradigm based on Total Quality Control (TQC) philosophy and 3. the paradigm based on Total Productive Maintenance (TPM) philosophy, This work is dedicated to the conceptual investigation of these paradigms. First, a conceptual framework for the general structure of a PQIP was built. Then it was taken as a frame in order to present, analyse and evaluate comparatively the three paradigms. The investigation resulted in the recognition of features that are unique to each one but it also exposed many similarities among them. One commom feature is that all three admit their use as a tool for strategic management of manufacturing, an activity that has been overlooked by western industrial companies organized and managed in traditional way. The investigation also revealed a clear resolution of these paradigms to search the achievement of economic objectives of a firm without confronting and neglecting the social and humanistic demands expressed by the human resources engaged in production.
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Gale, Lesia. "The relationship between leadership and employee empowerment for successful total quality management." Thesis, View thesis, 2000. http://handle.uws.edu.au:8081/1959.7/28037.
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The aim of this thesis is to assist industry leaders in Australia understand the nature of employee empowerment by identifying the characteristics of employee empowerment, the leadership strategies required to guide employee behaviour changes and the interaction between the two concepts. This thesis argues that in the 1990's the role of leadership needs to change in order to address the threat of increasing competition. The role of leadership needs to focus on employee development and enhancing their ability to adapt to change, be innovative, creative and committed to achieving the goals of the organisation. Effective leadership is therefore reflected in the behaviour of employees. A characteristic identified as employee empowerment. The research for this study had two components. First was the development of the model to investigate the relationship between leadership strategies and employee empowerment behaviour in a workplace setting. The second research component of the study was testing the model. Testing required the development of a multi-component workplace survey instrument. A range of validation methodologies supported the survey instrument. The case study site was a government organisation. Results provided answers to each of the research questions. Among other findings, it was found that factors other than leadership could also moderate empowerment behaviours. The results of the study, if replicated, have important significance to Australian industry. Serious questions are raised concerning the direction of previous leadership research. Furthermore a new focus is provided to explain why TQM fails in organisations. Another key point highlighted in the study was the importance of using practical models that can be tested in the workplace.
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Ferraz, Jose Lazaro. "Impactos da implantação de sistema da qualidade em empresa siderurgica." [s.n.], 2001. http://repositorio.unicamp.br/jspui/handle/REPOSIP/264838.
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Orientador: Ademir Jose PetenateDissertação (mestrado) - Universidade Estadual de Campinas, Faculdade de Engenharia Mecanica
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Resumo: O presente trabalho estuda a aplicação de Sistema de Qualidade aderente aos Padrões das Normas NBR ISO 9000 no desenvolvimento e implementação de um programa de gestão da qualidade total, adequado às necessidades de uma grande empresa nacional e os impactos que esta implementação causou na performance operacional desta organização. A aplicação das normas é apresentada por meio de estudo de caso, onde se demonstram todas as etapas realizadas pela empresa, para obter a certificação de seu sistema da qualidade de acordo com os critérios estabelecidos e condicionados pela ISO. Os resultados verificados no estudo permite-nos afirmar que a implementação séria e eficaz de um sistema de qualidade aderente aos critérios e diretrizes das normas NBR ISO 9000 podem contribuir de maneira efetiva para o desenvolvimento de um programa de qualidade total em uma empresa siderúrgica e impactar positivamente em sua performance organizacional, envolvendo melhorias de importância relevante para a competitividade empresarial
Abstract: The present work studies the application of the norms NBR ISO 9000 in the development and implementation of a quality management system, adapted to the needs and peculiarities of a large National Steel Company. Besides this, this work also aims to analyze the influences and results of this norms application in the quality system of the organization and the consequences in the general operation performance of this company. The application of a series of norms NBR ISO 9000 is demonstrated through a case study, in which, al1 the steps carried out by the company are presented. Such steps were taken in order to improve the quality of the company products and services and to get the ISO 9000 Quality System Certificate. For the obtained results in this study, we are able to assure that, since there is an affective and responsible application of the criteria of quality adherent to the guidelines of the NBR ISO 9000 norms, the company can develop and implant a total qua1ity system adapted to its reality and particularities. The results also show that these norms can cause positive impacts in the company performance, involving economic and organization improvements of relevant importance to business competitiveness in general
Mestrado
Gestão da Qualidade Total
Mestre Profissional em Engenharia Mecanica
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Santos, Jadir Perpétuo dos. "Uma contribuição para a excelência em gestão da qualidade na indústria metal mecânica = estudo de múltiplos casos e survey." [s.n.], 2010. http://repositorio.unicamp.br/jspui/handle/REPOSIP/262875.
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Orientador: Iris Bento da SilvaTese (doutorado) - Universidade Estadual de Campinas, Faculdade de Engenharia Mecânica
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Resumo: Em momentos de pressões crescentes, empresas se veem compelidas a modificar suas estratégias e ajustarem-se às oportunidades e ameaças que se transformam rapidamente, o que as fazem depender de um processo contínuo de aprendizado. O objetivo central deste trabalho é desenvolver um método que permite identificar e avaliar as dificuldades encontradas pelas empresas, que foram certificadas pela Norma ISO 9001: 1994 e que migraram para a versão ano 2000 e, ainda, foram recertificadas na versão ano 2008 dessa Norma que passou da ênfase em requisitos para o enfoque em processos e seus resultados. Para alcançar tal objetivo, iniciou-se com a metodologia de survey em empresas do setor metal mecânico. Posteriormente, foi desenvolvido um modelo para se alcançar a excelência e, por fim, elaborou-se a técnica de múltiplos casos. A partir da survey, dos múltiplos casos e da construção de um modelo, foi possível identificar os principais dificultadores de implementação dos Sistemas de Gestão da Qualidade, possibilitando, assim, potencializar a implementação de um Sistema de Gestão, com riscos minimizados e resultados duradouros através da excelência
Abstract: In times of increasing demand, companies feel compelled to change their strategies and to adjust themselves to opportunities and threats which have been rapidly converted, making them depend on a continuous learning process. The objective of this work is to develop a method to identify and go into the difficulties found by companies certified with "ISO 9001: 1994" and also with the "2000" version and even with the one in "2008". It has moved from simple emphasis on requirements to the focus on processes and outcomes. To achieve this goal, we had begun with the methodology of company survey in the metal mechanic sector. Afterward a model was developed to achieve excellence and to develop the technique for multiple cases. From the survey on the multiple cases and the construction of a model, it was possible to identify the main hinderer for the implementation of Quality Management Systems, allowing the implement of a way to minimize risks and mall results last through excellence
Doutorado
Materiais e Processos de Fabricação
Doutor em Engenharia Mecânica
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Gale, Lesia. "The relationship between leadership and employee empowerment for successful total quality management /." View thesis, 2000. http://library.uws.edu.au/adt-NUWS/public/adt-NUWS20040311.130341/index.html.
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Thesis (Ph.D.) -- University of Western Sydney, Macarthur, 2000."A theis presented to the University of Western Sydney, Macarthur in fulfilment of the requirements for the degree of Doctor of Philosophy, June, 2000.''--t.p. Bibliography: leaves 235-287.
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Worthington, Jeremiah. "Analyzing three quality management systems in relation to the Malcolm Baldrige National Quality Award." CSUSB ScholarWorks, 2005. https://scholarworks.lib.csusb.edu/etd-project/2855.
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This paper explores different quality management systems (QMS) and correlates their value in achieving success as measured by the Malcolm Baldrige Award. The three major quality management systems were reviewed, International Organization of Standards (ISO), Total Quality Management (TQM) and Six Sigma. Quality management systems are the single most powerful tool that a company can establish to create a sucessful organization.
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Leavengood, Scott A. "Identifying Best Quality Management Practices for Achieving Quality and Innovation Performance in the Forest Products Industry." PDXScholar, 2010. https://pdxscholar.library.pdx.edu/open_access_etds/136.
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In many business sectors today, the focus on quality as a competitive tool is being replaced by a focus on innovation. Research exploring connections between quality management, innovation, and company performance suggests that quality is 'necessary but insufficient' in today's business environment. In short, the question facing managers, particularly those in small firms, is how to adapt their quality management practices to achieve innovation performance in addition to quality performance. To answer this question, West Coast U.S. forest products manufacturers were surveyed about quality management practices and performance with respect to both quality and innovation. Quality management practices were assessed following the systems perspective articulated by the Malcolm Baldrige National Quality Award. Data envelopment analysis was used to identify companies efficiently using quality management practices to lead to quality and/or innovation performance. Survey responses from the efficient firms were then analyzed via cluster analysis to identify two categories of firms: those achieving primarily quality outcomes and those achieving both quality and innovation outcomes. Executives from two firms in each category were interviewed to provide detail on the management practices used by the companies. Interview transcripts were examined to identify similarities and differences in practices between the two categories of firms. Results suggest several specific areas of focus for firms wanting to adapt their quality management practices to achieve both quality and innovation performance. For example, firms focused on innovation proactively seek to identify and meet customers' needs whereas quality-focused firms primarily emphasize reacting to customer complaints. More specifically with respect to 'customer focus', firms focused on innovation emphasize convenience for their customers through practices such as standardizing product lines and providing product specifications on their websites. In contrast, neither quality-focused firm had a website. These firms were at their production capacity (at least prior to the recession) and viewed websites strictly as a means to attract new business rather than as a service to existing customers. Also with regards to customer focus, firms focused on innovation sought to generate new business - not just for their company, but for their customers as well. Beyond customer focus, firms focused on innovation provide employees with opportunities to help the organization implement changes. With respect to benchmarking, firms focused on innovation actively sought to measure their performance against the 'best practice' in the industry; firms focused primarily on quality performance demonstrated little if any emphasis on benchmarking. Finally, there were apparent overarching and hence cultural differences between the two categories of firms - firms focused on innovation were more proactive, strategic, and willing to take risk; in addition, these firms discussed innovation as the means to improve product quality, reduce costs, or attract new customers. By contrast, the quality-focused firms were reactive, conservative, and risk-averse; these firms discussed innovation primarily as 'technology' without reference to potential linkages to company performance.
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Tercini, Antonio Carlos Bergamaschi [UNESP]. "Desenvolvimento e validação de método analítico empregando cromatografia gasosa ultrarrápida para quantificação de teor total de ésteres em amostras de biodiesel." Universidade Estadual Paulista (UNESP), 2014. http://hdl.handle.net/11449/115881.
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000810536.pdf: 1780355 bytes, checksum: ba562b46aa8c9d557ca573c7a698fd1f (MD5)Com a busca por novas fontes de energia renovável, o biodiesel foi introduzido na matriz energética brasileira, e com isso a ANP assumiu a atribuição de regular e fiscalizar a qualidade do biodiesel. Quimicamente, o biodiesel é uma mistura de ésteres metílicos de ácidos graxos, derivados de óleos vegetais e gorduras animais, geralmente produzidos por uma reação de transesterificação, em que a matéria prima reage com um álcool, na presença de um catalisador. É a principal alternativa ao diesel fóssil e as principais vantagens de seu uso é o fato de que é um recurso renovável não tóxico, e que diminui as emissões de gases poluentes quando adicionado ao diesel, tornando-o importante não apenas do ponto de vista energético, mas também ambiental. A ANP estabelece 25 parâmetros que devem ser analisados para certificar a qualidade do biodiesel, e os métodos analíticos que devem ser usados para sua determinação. Dentre esses, o teor total de ésteres pode ser considerado o principal parâmetro, e os métodos oficiais de análise são por cromatografia gasosa convencional e apresentam por volta de 31 minutos de corrida cromatográfica. Este trabalho relata o uso de cromatografia gasosa ultra-rápida para determinar o teor total de ésteres do biodiesel, diminuindo o tempo de análise em 15 vezes (1,5 min). A diferença entre a CG-UR e a CG-C está no menor comprimento da coluna capilar, de 2 a 10m, diâmetro interno reduzido, entre 0,05 e 0,10mm, aquecimento resistivo da coluna, ao invés do uso do forno convencional e taxa elevada de aquecimento da coluna. Através da elaboração de uma curva analítica e posterior validação foi possível quantificar o teor total de ésteres em biodiesel de soja em um curto intervalo de tempo, com a mesma confiabilidade.
With the search for new sources of renewable energy, biodiesel was introduced in the Brazilian energy matrix, and the ANP took the assignment to regulate and supervise the quality of biodiesel . Chemically, Biodiesel is a mixture of a fatty acids methyl esters, derived from vegetable oils and animal fats, usually produced by a transesterification reaction in which the feedstock is reacted with an alcohol in the presence of a catalyst. It is the main alternative to fossil diesel and the main advantages of its use is the fact that it is a non-toxic renewable resource, and reduces greenhouse gas emissions when added to diesel, making it important not only from the point of view of energy but also environmental . The ANP provides 25 parameters that must be analyzed to ensure the quality of biodiesel and analytical methods to be used for its determination. Among these , the total ester content can be considered the main parameter and the official methods of analysis is by conventional gas chromatography and feature around 31 minutes into the chromatographic run . This paper reports the use of ultra -fast gas chromatography (GC- UF) to determine the total ester content of biodiesel , reducing analysis time by 15 times (1.5 min). The difference between the UF with GC- GC- C is the smaller capillary column length of 2 to 10m, reduced internal diameter between 0.05 and 0.10 mm , resistive heating of the column, rather than the use of the oven conventional and high rate of heating of the column. Through the development of an analytic curve and subsequent validation was possible to quantify the total ester content in biodiesel from soybean in a short period of time, with the same reliability.
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Tercini, Antonio Carlos Bergamaschi. "Desenvolvimento e validação de método analítico empregando cromatografia gasosa ultrarrápida para quantificação de teor total de ésteres em amostras de biodiesel /." Araraquara, 2014. http://hdl.handle.net/11449/115881.
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Orientador: José Eduardo de OliveiraBanca: Danilo Luiz Flumignan
Banca: Carlos Eduardo Domingues Nazario
Resumo: Com a busca por novas fontes de energia renovável, o biodiesel foi introduzido na matriz energética brasileira, e com isso a ANP assumiu a atribuição de regular e fiscalizar a qualidade do biodiesel. Quimicamente, o biodiesel é uma mistura de ésteres metílicos de ácidos graxos, derivados de óleos vegetais e gorduras animais, geralmente produzidos por uma reação de transesterificação, em que a matéria prima reage com um álcool, na presença de um catalisador. É a principal alternativa ao diesel fóssil e as principais vantagens de seu uso é o fato de que é um recurso renovável não tóxico, e que diminui as emissões de gases poluentes quando adicionado ao diesel, tornando-o importante não apenas do ponto de vista energético, mas também ambiental. A ANP estabelece 25 parâmetros que devem ser analisados para certificar a qualidade do biodiesel, e os métodos analíticos que devem ser usados para sua determinação. Dentre esses, o teor total de ésteres pode ser considerado o principal parâmetro, e os métodos oficiais de análise são por cromatografia gasosa convencional e apresentam por volta de 31 minutos de corrida cromatográfica. Este trabalho relata o uso de cromatografia gasosa ultra-rápida para determinar o teor total de ésteres do biodiesel, diminuindo o tempo de análise em 15 vezes (1,5 min). A diferença entre a CG-UR e a CG-C está no menor comprimento da coluna capilar, de 2 a 10m, diâmetro interno reduzido, entre 0,05 e 0,10mm, aquecimento resistivo da coluna, ao invés do uso do forno convencional e taxa elevada de aquecimento da coluna. Através da elaboração de uma curva analítica e posterior validação foi possível quantificar o teor total de ésteres em biodiesel de soja em um curto intervalo de tempo, com a mesma confiabilidade.
Abstract: With the search for new sources of renewable energy, biodiesel was introduced in the Brazilian energy matrix, and the ANP took the assignment to regulate and supervise the quality of biodiesel . Chemically, Biodiesel is a mixture of a fatty acids methyl esters, derived from vegetable oils and animal fats, usually produced by a transesterification reaction in which the feedstock is reacted with an alcohol in the presence of a catalyst. It is the main alternative to fossil diesel and the main advantages of its use is the fact that it is a non-toxic renewable resource, and reduces greenhouse gas emissions when added to diesel, making it important not only from the point of view of energy but also environmental . The ANP provides 25 parameters that must be analyzed to ensure the quality of biodiesel and analytical methods to be used for its determination. Among these , the total ester content can be considered the main parameter and the official methods of analysis is by conventional gas chromatography and feature around 31 minutes into the chromatographic run . This paper reports the use of ultra -fast gas chromatography (GC- UF) to determine the total ester content of biodiesel , reducing analysis time by 15 times (1.5 min). The difference between the UF with GC- GC- C is the smaller capillary column length of 2 to 10m, reduced internal diameter between 0.05 and 0.10 mm , resistive heating of the column, rather than the use of the oven conventional and high rate of heating of the column. Through the development of an analytic curve and subsequent validation was possible to quantify the total ester content in biodiesel from soybean in a short period of time, with the same reliability.
Mestre
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Chan, Chi-chung, and 陳智聰. "Quality management issues facing a testing laboratory." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 1998. http://hub.hku.hk/bib/B31268493.
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Dase, Bonginkosi. "Impact of ISO 9000 certification on quality management practices among SMEs in the Western Cape, South Africa." Thesis, Cape Peninsula University of Technology, 2016. http://hdl.handle.net/20.500.11838/2383.
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Thesis (MTech (Quality))--Cape Peninsula University of Technology, 2016.The study has been carried out on impact of implementing ISO standards on SMEs to seek general evaluation of its benefits. The purpose of this paper is to outline the benefits of ISO implementation on South African small- and medium-sized enterprises (SMEs). The SME sector is the backbone of developed economies, which is regarded as the engine of growth for economies all over the world. For developing countries, SMEs often offer the only realistic prospects for increases in employment since they employ the largest percentage of the workforce population. With the trend towards global market orientation and trade liberalisation, SMEs are moving towards implementing quality systems. The empirical study aims to explore current implementation of quality management tools and advanced improvement techniques in the Western Cape SMEs, in order to understand what factors impact on how quality control is managed. Two main categories are analysed, namely tangible and intangible. This study will assist other SMEs in developing countries on ISO 9000 implementation. This study is restricted to small and medium-sized companies in South Africa implementing ISO system and other quality tools or techniques. Data collection of this study is done based on a combination of survey questionnaires and interviews with managers, supervisors and general staff.
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Sundberg, Julia, and Julia Söderberg. "Kvalitetsstyrning som ett medel att överträffa kunders förväntningar : En kvalitativ studie om hur svenska hotell kan säkerställa kvalitet och överträffa kunders förväntningar." Thesis, Linköpings universitet, Företagsekonomi, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-138826.
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Bakgrund: Tjänsteindustrin har kommit att bli dominerande på världsmarknaden vilket bidragit till ökad konkurrens för tjänsteproducerande företag. Inom hotellindustrin visar sig detta genom nya aktörer som utmanar traditionella hotell på sätt som inte tidigare varit möjligt. Att erbjuda en hög grad av kvalitet är därmed en förutsättning för hotell för att skapa konkurrensfördelar och på så sätt kunna konkurrera med nya aktörer. Arbetet med kvalitetsstyrning är emellertid komplext eftersom tjänstekvalitet inte fullt går att säkerställa innan tjänsten levererats, då kunden oftast är en aktiv deltagare i produktionsprocessen. Vid leveransen bedöms dessutom kvaliteten på tjänsten subjektivt, vilket ytterligare bidrar till kvalitetsstyrningens komplexitet. Tidigare forskning indikerar att studier kring tjänstekvalitet inom hotellbranschen i olika länder behövs. Genom att undersöka begreppet ur såväl ett konsument- som producentperspektiv kan studien bidra med kunskap kring hur tjänstekvalitet bör styras. Syfte: Syftet med denna studie är att undersöka och analysera hur svenska hotell säkerställer en hög grad av kvalitet. Vidare ämnar vi undersöka vilka faktorer som påverkar kunders upplevda tjänstekvalitet för att nå en ökad insikt i hur hotell kan anpassa deras kvalitetsarbete för att möta kunders förväntningar. Genomförande: Studien är av kvalitativ karaktär och har en multipel fallstudiedesign. Det empiriska materialet har samlats in med hjälp av två skilda tillvägagångssätt. Åtta respondenter som representerar fyra fallföretag har intervjuats, vilket kompletterats med granskning av 1 082 gästomdömen från externa bokningssidor för samma fyra fallföretag. Slutsats: Studiens resultat konstaterar att vissa verktyg inom kvalitetsstyrning kan nyttjas av svenska hotell för att säkerställa tjänstekvalitet. Såväl kvalitet som kundnöjdhet kan uppnås genom att hotell tar hänsyn till Total Quality Managements kritiska faktorer samt tillämpar delar av Service blueprint. Vidare konstaterar studiens resultat att åtta faktorer påverkar hotellgästers upplevda tjänstekvalitet i olika utsträckning. Resultatet kan således användas av svenska hotell för att möta hotellgästers förväntningar och på så sätt öka kundnöjdhet samt upplevd kvalitet, vilket slutligen stärker deras rykte på externa bokningssidor.Background: Service producing companies are experiencing increased competition as a result of the service sectors’ permanent growth. This is demonstrated within the hotel industry where new competitors are challenging traditional hotels in ways that earlier was not possible. Offering high quality services is consequently a necessity for hotels in order to create competitive advantages. However, quality control is a complex matter since service quality cannot fully be assured prior to the service being delivered. The customer is, more often than not, actively participating in the production process and the assessment of perceived service quality is subjective, which further contributes to the complexity of quality control. Previous research suggests that additional studies regarding service quality within the hotel industry are needed. By studying the concept through the eyes of both a consumer as well as a producer this study can provide knowledge regarding how service quality should be managed. Purpose: The purpose of this study is to examine and analyze how Swedish hotels ensure high quality services. Furthermore, the study aims to examine which factors affect customers’ perceived service quality in order to gain increased insight on how hotels can conform quality control, as a way to meet customer expectations. Completion: The study is based on a qualitative approach and has the design of a multiple case study. The study’s empirical data has been collected through two separate approaches. Interviews were conducted with eight respondents representing four case companies. In addition to interviews, we examined 1 082 guest reviews from external booking sites regarding the same four organizations. Conclusion: The study states that certain tools for quality control can be implemented in order for Swedish hotels to ensure service quality. By considering the critical factors of Total Quality Management and applying parts of Service blueprint both service quality and customer satisfaction can be attained. Additionally, the results of this study states that there are nine factors affecting customers’ perceived service quality to various extents. Swedish hotels can thereby use the results in order to meet guest expectations and increase customer satisfaction, which ultimately strengthens their reputation on external bookingsites.
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Varayuth, Pattanasiriruk Riegle Rodney P. Strand Kenneth H. "School stakeholders' perceptions of total quality improvement principles in private vocational schools in Thailand." Normal, Ill. Illinois State University, 2003. http://wwwlib.umi.com/cr/ilstu/fullcit?p3087871.
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Thesis (Ph. D.)--Illinois State University, 2003.Title from title page screen, viewed October 19, 2005. Dissertation Committee: Rodney P. Riegle, Kenneth H. Strand (co-chairs), George Padavil, Albert T. Azinger. Includes bibliographical references (leaves 158-165) and abstract. Also available in print.
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Silva, Manoel Messias Alves da. ""Dicionário terminológico da gestão pela qualidade total em serviços"." Universidade de São Paulo, 2003. http://www.teses.usp.br/teses/disponiveis/8/8142/tde-08102003-141220/.
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O objetivo desta Tese de Doutorado é apresentar o resultado de uma pesquisa terminológica monolíngüe descritiva acerca das unidades de conhecimento especializado relacionadas a uma área específica da língua portuguesa denominada gestão pela qualidade total em serviços, por meio da organização desses elementos em um dicionário terminológico. Para a concretização desse objetivo, esclarece-se, primeiramente, a escolha e a justificativa do tema e é apresentado um apanhado histórico que contextualiza a gestão pela qualidade total em manufatura e serviços no mundo e no Brasil. Apresentam-se, ainda, fundamentos teóricos da ciência da Terminologia e a importância desta no mundo globalizado atual. A partir da apresentação das modalidades do trabalho terminológico, percorre-se um ideário teórico que contempla a tipologia de dicionários, o dicionário terminológico e suas especificidades, a estrutura conceitual da área, as unidades de conhecimento especializado oriundas de tradução e suas adaptações à língua portuguesa por meio de seus modos de formação, até a concentração na questão da definição, com o intuito de se apresentar uma base teórica que possa responder às hipóteses levantadas: a gestão pela qualidade total em serviços constitui efetivamente uma área de especialidade em relação à gestão pela qualidade total em manufatura ou é apenas uma subárea dessa? Uma vez que essa filosofia administrativa surge em língua estrangeira, se surgiu, como as unidades de conhecimento especializado se adaptaram à língua portuguesa? Quais teriam sido os modos de formação utilizados nessa adaptação? São expostas, ainda, as informações pertinentes sobre a pesquisa bibliográfica, a recolha das unidades de conhecimento especializado, a ficha/pesquisa terminológica, a estrutura dos verbetes do dicionário e, em seguida, os verbetes que constituem o Dicionário terminológico da gestão pela qualidade total em serviços, apresentado de acordo com o tripé de Deming: o planejamento, o controle e a melhoria da qualidade total.A descriptive monolingual terminological research concerning terms related to a specific area of the Portuguese language called Total Quality Control in Services is provided. Items have been collected in a Terminological dictionary. Choice and justification of themes and a historical summary that contextualizes Total Quality Control in Services and Manufacturing in Brazil and wordwide are given, together with the theoretical basis of Terminology Science and its importance in a globalized world. Working through modalities of terminology, the author follows a theoretical design covering the typology of dictionaries, the terminological dictionary and its specialties, the problem of the conceptual structure area, units of specialized knowledge from translation and its adaptation to the Portuguese language, from its different modes of formation to the definition problem. It will lead the reader to form a theoretical basis that answers some hypotheses. Is Total Quality Control in Services a true specialty area with regard to Total Quality Control in Manufacturing, or is it merely a subarea? If this administrative philosophy arose within a foreign language, how were the terms adapted to Portuguese? Which were the formation modes employed in the adaptation? Information on bibliographical research, collection of terms, terminological card research, structure of words in the dictionary is also given. Finally, the words in the Terminological Dictionary of Total Quality Control in Services are arranged according to the Deming tripod of planning, control and an improvement in total quality.
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Alomar, Derbas Jarrah. "Quality management." CSUSB ScholarWorks, 2001. https://scholarworks.lib.csusb.edu/etd-project/1741.
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Godoy, Caroline [UNESP]. "Uma aplicação do planejamento de experimentos e carta de controle em uma indústria de cosmésticos: ciclo DMAIC." Universidade Estadual Paulista (UNESP), 2014. http://hdl.handle.net/11449/115586.
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000805087.pdf: 1351730 bytes, checksum: 93d1054b462e6364c92991009204a84e (MD5)A melhoria da Qualidade é um assunto muito muito discutido no meio industrial. Seu uso tornou-se cada vez mais frequente nos últimos anos, acompanhando o aumento das exigências do mercado. Nesse sentido, o objetivo geral deste trabalho foi propor uma abordagem detalhada de implementação do Ciclo DMAIC para a Melhoraia da Qualidade num dos processos de uma indústria de cosméticos, denotando as dificuldades, problemas e barreiras encontradas na aplicação, utilizando métodos estatísticos como Planejamento de Experimentos e Carta de Controle para o desenvolvimento do estudo, pois a organização não possui uma cultura de utilização destes métodos e não tinha conhecimento do comportamento do processo e dos fatores que influenciaram o principal problema que proporciona altos índices de custos de refugo e retrabalho. Portanto, sugeriu-se a realização de um projeto piloto para aplicação do DMAIC para melhoria da qualidade. Os resultados obtidos inicialmente apontam que a fase 6 do processo de Mistura da Matéria Prima e Moldagem foi a etapa selecionada para estudo piloto. Além disso, na aplicação do Planejamento de Experimentos foi considerada a variável resposta representada pelo peso (g) dos componentes com qualidade aceitável e assim foram identificados cinco possíveis fatores de controle, dos quais apenas três (Temperatura do Cabeçote, Temperatura do Molde e Temperatura de Resfriamento do Molde) influenciaram na característica de qualidade positivamente, ou seja, em termos de otimização quanto maior os valores das temperaturas significativas em questão, melhor a qualidade do componente. Aplicou-se também, a partir do modelo definido no planejamento, uma Carta de Controle verificando a estabilidade do processo para a fase I dfo Controle Estatístico de Processo. Este estudo foi colaborativo para melhorar o conhecimento do comportamento do processo, fazendo com que a organização planeje a aplicação em outros...
The Quality Improvement is a hot topic in industry. Its use has become increasingly common in recent years, with the increase of the market demands. In this sense, the objective of this work a detailed implementation approach DMAIC Cycle for Quality Improvement in the processes of a cosmetics industry has been proposed, showing the difficulties, problems and barriers encountered in implementating, using statistical methods such as Design of Experiments and Control Chart for the development of the study because the organization does not have a culture of using these methods and had no knowledge of the process behavior and the factors that influenced the main problem that provides high levels of scrap and rework costs. Therefore, it was suggested to conduct a pilot project for the application of DMAIC to improve quality. The results show that initially the phase 6 of the process of Mix of Raw Material and Molding was selected as a pilot study. Furthermore, the application of Design of Experiments was considered the dependent variable represented bey the weigth (g) of the components of acceptable quality and thus five possible control factors were identified, of which only three (Head Temperature, Hot Mold Temperature and Cold Temperature) influenced posivively in the quality characteristic, that is, in terms of optimization, the larger the values of the significant temperatures in question, the better the quality of the component. Also applied, based on the model defined in planning a Control Chart checking process stability for phase I of statistical Process Control. This collaborative study was to improve the knowledge of the behavior of the process, causing the organization to plan the implementation in order products and processes available
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Godoy, Caroline. "Uma aplicação do planejamento de experimentos e carta de controle em uma indústria de cosmésticos : ciclo DMAIC /." Bauru, 2014. http://hdl.handle.net/11449/115586.
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Orientador: Gladys Dorotea Cacsire BarrigaBanca: Manoel Henrique Salgado
Banca: Pedro Carlos Oprime
Resumo: A melhoria da Qualidade é um assunto muito muito discutido no meio industrial. Seu uso tornou-se cada vez mais frequente nos últimos anos, acompanhando o aumento das exigências do mercado. Nesse sentido, o objetivo geral deste trabalho foi propor uma abordagem detalhada de implementação do Ciclo DMAIC para a Melhoraia da Qualidade num dos processos de uma indústria de cosméticos, denotando as dificuldades, problemas e barreiras encontradas na aplicação, utilizando métodos estatísticos como Planejamento de Experimentos e Carta de Controle para o desenvolvimento do estudo, pois a organização não possui uma cultura de utilização destes métodos e não tinha conhecimento do comportamento do processo e dos fatores que influenciaram o principal problema que proporciona altos índices de custos de refugo e retrabalho. Portanto, sugeriu-se a realização de um projeto piloto para aplicação do DMAIC para melhoria da qualidade. Os resultados obtidos inicialmente apontam que a fase 6 do processo de Mistura da Matéria Prima e Moldagem foi a etapa selecionada para estudo piloto. Além disso, na aplicação do Planejamento de Experimentos foi considerada a variável resposta representada pelo peso (g) dos componentes com qualidade aceitável e assim foram identificados cinco possíveis fatores de controle, dos quais apenas três (Temperatura do Cabeçote, Temperatura do Molde e Temperatura de Resfriamento do Molde) influenciaram na característica de qualidade positivamente, ou seja, em termos de otimização quanto maior os valores das temperaturas significativas em questão, melhor a qualidade do componente. Aplicou-se também, a partir do modelo definido no planejamento, uma Carta de Controle verificando a estabilidade do processo para a fase I dfo Controle Estatístico de Processo. Este estudo foi colaborativo para melhorar o conhecimento do comportamento do processo, fazendo com que a organização planeje a aplicação em outros...
Abstract: The Quality Improvement is a hot topic in industry. Its use has become increasingly common in recent years, with the increase of the market demands. In this sense, the objective of this work a detailed implementation approach DMAIC Cycle for Quality Improvement in the processes of a cosmetics industry has been proposed, showing the difficulties, problems and barriers encountered in implementating, using statistical methods such as Design of Experiments and Control Chart for the development of the study because the organization does not have a culture of using these methods and had no knowledge of the process behavior and the factors that influenced the main problem that provides high levels of scrap and rework costs. Therefore, it was suggested to conduct a pilot project for the application of DMAIC to improve quality. The results show that initially the phase 6 of the process of Mix of Raw Material and Molding was selected as a pilot study. Furthermore, the application of Design of Experiments was considered the dependent variable represented bey the weigth (g) of the components of acceptable quality and thus five possible control factors were identified, of which only three (Head Temperature, Hot Mold Temperature and Cold Temperature) influenced posivively in the quality characteristic, that is, in terms of optimization, the larger the values of the significant temperatures in question, the better the quality of the component. Also applied, based on the model defined in planning a Control Chart checking process stability for phase I of statistical Process Control. This collaborative study was to improve the knowledge of the behavior of the process, causing the organization to plan the implementation in order products and processes available
Mestre
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Cruickshank, Mary T., of Western Sydney Hawkesbury University, and Faculty of Management. "Developing a quality culture within a school of nursing in higher education." THESIS_FMAN_XXX_Cruickshank_M.xml, 2000. http://handle.uws.edu.au:8081/1959.7/604.
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During the past decade, nurses in the clinical setting have began making a paradigm shift from Quality Assurance to Total Quality Management, or as it is commonly referred to within health care facililties, Continuous Quality Improvement.In contrast, scant attention has been paid to quality management practices in nursing in the higher education sector. This study provides an applied example of where it investigates quality management practices in the context of organisational culture and human resource management with the aim of developing a quality culture model for a school of nursing in higher education.The research study that was conducted produced several major findings from the views of nurse academics who participated in it. Several issues associated with nurse academics' opinions of quality management practices utilised in schools of nursing have been unravelled.The fundamental issue is that procedures and policies formulated for nurses in the hospital setting do not serve the needs of nursing education.The most crucial factor to be considered in policy developments and future research is that it needs to be contextualised in the culture of nursing in higher education.It has become imperative that a transparent quality culture reflects contemporary nursing in Australia and the proposed model in this thesis provides nurses with an opportunity to shape a quality system for the nursing profession.Doctor of Philosophy (PhD)
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Tsang, Chak-wah, and 曾澤華. "The application of total quality management and ISO 9000 in the management of residential properties in Hong Kong." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 1999. http://hub.hku.hk/bib/B31968703.
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Krishna, Yelisetty Sree Rama. "Proposta de modelo de gestão da qualidade nos fornecedores do setor aeroespacial." [s.n.], 2001. http://repositorio.unicamp.br/jspui/handle/REPOSIP/264326.
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Orientador: Oswaldo Luiz AgostinhoDissertação (mestrado) - Universidade Estadual de Campinas, Faculdade de Engenharia Mecanica
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Resumo: Este trabalho apresenta um modelo conceitual de gestão e metodologia sistematizada para a implantação da qualidade nos requisitos de certificação de fornecedores do Setor Aeroespacial, levando-se em conta as normas ISO 9000, ISO 14000 e critérios de PNQ (Prêmio Nacional de Qualidade). Apresenta também resultados do estudo Benchmarking e análises dos critérios de qualificação dos fornecedores, das empresas "Referenciais de Excelência" como: EMBRAER, MECTRON, MARINHA e HELIBRAS, no que se refere à qualidade de fornecedores e faz uma comparação com sistema de qualidade dos fornecedores do CTA/IAE. O suporte tecnológico foi fornecido principalmente pelo Instituto de Aeronáutica e Espaço - IAE, um dos componentes do Centro Tecnológico Aeroespacial - CTA
Abstract: This work presents a conceptnal model of administration and systematic methodology for the implementation of the quality requisites and certification of the suppliers in Aerospace Sector, considering ISO 9000 roles and criterion of PNQ (Prêmio Nacional de Quualidade). It also presents results from the Benchmarking study as well as companies criterion analysis "Best in case", such as: EMBRAER, MECTRON, BRAZILIAN NA VY and HELIBRÁS, referring to suppliers quality and CT A/IAE quality system comparison
Mestrado
Engenharia de Fabricação
Mestre em Engenharia Mecânica