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Total quality management in sports tourism: a bibliography review

Miguel-Dávila, José Ángel; Rodrigues, Pedro Miguel Monteiro
Fonte: European Association for Sport Management Publicador: European Association for Sport Management
Tipo: Conferência ou Objeto de Conferência
ENG
Relevância na Pesquisa
66.04%
Aim of the abstract/paper - research question The purpose of this paper is to provide a systematic overview of possible approaches to sports tourism management, from a TQM perspective. To accomplish this goal, a bibliography review has been carried out by analyzing the articles that studied TQM in companies of Sport Tourism. Services, sport, leisure or sports tourism issues are present in our society and in the current specific literature. This paper seeks to build a structured synthesis of this knowledge based on its bibliography. Firstly, the services are characterized and classified. Secondly, as defended by some authors, sports and leisure services’ specificity is exposed. The following section examines sport tourism services by addressing not only its definition but also the industry’s dimension. Finally, there is an approach to the sport tourism sector, through some studies on Total Quality Management, in the services sector. This last aspect constitutes the paper’s core. 2. Theoretical background or literature review Sports Tourism represents the body of knowledge which is related to a set of practices that associate tourism and sport. Sport activities and tourist activities present a symbiotic relationship. Definitions of Sport Tourism are based on the concepts of Sport and Tourism...

Gestão da qualidade em serviços de informação no Brasil: estabelecimento de um modelo de referência baseado nas diretrizes da NBR ISO 9001; Quality management on information services in Brazil: a reference model based on the NBR ISO 9001

Valls, Valéria Martin
Fonte: Biblioteca Digitais de Teses e Dissertações da USP Publicador: Biblioteca Digitais de Teses e Dissertações da USP
Tipo: Tese de Doutorado Formato: application/pdf
Publicado em 22/09/2005 PT
Relevância na Pesquisa
66.07%
Este trabalho descreve a implantação da Gestão da Qualidade em Serviços de Informação no Brasil, com base na NBR ISO 9001, através de revisão de literatura nacional e internacional e da realização de pesquisa de campo (estudos de caso) em três Serviços de Informação brasileiros: Supremo Tribunal Federal, Clube Paineiras do Morumby e Instituto de Pesquisa Tecnológicas do Estado de São Paulo. A abordagem teórica contempla o estudo da Gestão da Qualidade, seus fundamentos e conceitos e sua perspectiva histórica, a implantação e certificação de Sistemas de Gestão da Qualidade com base na NBR ISO 9001, a Qualidade em Serviços, a Gestão da Qualidade em Serviços de Informação no Brasil e a Gestão da Qualidade em Serviços de Informação com base na série ISO 9000. A abordagem prática contempla o estudo da Metodologia de Pesquisa que descreve os objetivos da pesquisa de campo, os métodos e instrumentos utilizados e os critérios empregados para seleção dos casos, incluindo a apresentação dos três Serviços de Informação analisados. O principal objetivo da pesquisa é desenvolver e disponibilizar aos dirigentes de Serviços de Informação um modelo de referência, baseado na NBR ISO 9001, visando a apoiar o planejamento...

Análise de requisitos normativos para o desenvolvimento e a implementação de um sistema de gestão da qualidade em instalações e atividades nucleares brasileiras; Analysis of normative requirements for the development and implementation of a quality management system in Brazilian nuclear installations and activities

Kibrit, Eduardo
Fonte: Biblioteca Digitais de Teses e Dissertações da USP Publicador: Biblioteca Digitais de Teses e Dissertações da USP
Tipo: Dissertação de Mestrado Formato: application/pdf
Publicado em 13/02/2008 PT
Relevância na Pesquisa
66.08%
O presente trabalho identifica, caracteriza e analisa os requisitos normativos para o desenvolvimento e a implementação de um sistema de gestão da qualidade em instalações e atividades nucleares brasileiras. Os requisitos estabelecidos nas normas IAEA GS-R-3, IAEA GS-G-3.1, IAEA DS 349, NBR ISO 9001:2000 e CNEN-NN-1.16 são analisados criticamente. Uma matriz de correspondência entre as normas aplicáveis é apresentada e são identificados os tópicos relacionados entre elas. As normas IAEA GS-R- 3, IAEA GS-G-3.1 e IAEA DS 349 definem requisitos genéricos para estabelecer, implementar, avaliar e melhorar continuamente um sistema integrado de gestão em instalações e atividades nucleares nos países membros da IAEA. A NBR ISO 9001:2000 estabelece requisitos genéricos para a implementação de um sistema de gestão da qualidade em organizações de todos os tipos. A norma CNEN-NN-1.16 estabelece os requisitos regulamentares para sistemas e programas de garantia da qualidade de instalações nucleares, para o licenciamento e operação destas instalações no Brasil. A norma IAEA GS-R-3 que substitui o código IAEA 50-C-Q introduz o conceito de "Sistema Integrado de Gestão" para a área nuclear, em preferência aos conceitos de "Garantia da Qualidade" e "Gestão da Qualidade". Esta nova abordagem acompanha a tendência atual de incorporar requisitos de segurança...

Proposta de um programa de gestão de qualidade para uma empresa genérica de posicionamentos com GPS; Suggestion of a program the quality management for a generic company of GPS surveying

Marques, Artur Pantoja
Fonte: Biblioteca Digitais de Teses e Dissertações da USP Publicador: Biblioteca Digitais de Teses e Dissertações da USP
Tipo: Tese de Doutorado Formato: application/pdf
Publicado em 16/02/2006 PT
Relevância na Pesquisa
66.07%
Este trabalho trata da proposta de um Sistema de Gestão da Qualidade para uma empresa genérica prestadora de serviços de posicionamento com o GPS, como alternativa para melhorar a gestão da organização e garantir a qualidade de seus serviços e produtos. O aumento da demanda por esse tipo de serviço estimulou o aparecimento de novas empresas específicas em GPS e adaptação de antigas para atender um mercado crescente e cada vez mais exigente. Por se tratar de um processo novo, sua implantação requer mudanças significativas tanto de ordem técnica (intimamente ligadas ao conhecimento específico do sistema e suas capacidades) como administrativa (meios e políticas que possam garantir uma gestão efetiva de todos os processos envolvidos no posicionamento com o GPS dentro da empresa). A modernização imposta ao setor de topografia e geodésia em seu cenário produtivo e econômico, com o aparecimento de novas técnicas produtivas e ferramentas gerenciais, não pode mais ser protelada. Isso impõe às organizações uma necessidade emergencial de mudança e grandes desafios, entre eles o de sua própria sobrevivência. A execução de um serviço de posicionamento com o sistema GPS consiste em uma seqüência de procedimentos práticos que...

Liderança e gestão da qualidade: um estudo de correlação entre estilos de liderança e princípios de gestão da qualidade; Leadership and quality management: a correlation study beetwen leadership styles and quality management principles

Barbosa, Flávia Monize
Fonte: Biblioteca Digitais de Teses e Dissertações da USP Publicador: Biblioteca Digitais de Teses e Dissertações da USP
Tipo: Dissertação de Mestrado Formato: application/pdf
Publicado em 15/05/2015 PT
Relevância na Pesquisa
66.07%
A gestão da qualidade configura-se em um dos conceitos mais importantes da gestão moderna. Frequentemente, divide-se suas dimensões em dois grupos, o primeiro composto por aspectos objetivos, as dimensões hard, e o segundo, composto por aspectos subjetivos, as dimensões soft. Dentre as dimensões soft, a liderança é uma das apontadas como mais relevantes para o estabelecimento de um ambiente de qualidade nas organizações. No entanto, embora a relação entre gestão de qualidade e liderança seja clara, há ainda diversas lacunas de pesquisa a serem exploradas, especialmente sobre a relação entre estilos de liderança específicos e a gestão da qualidade. Deste modo, o objetivo do presente estudo foi de explorar esta relação, utilizando-se, para tanto, do modelo de liderança transformacional-transacional, e do modelo Competing Values Framework. Participaram do estudo 47 gestores de qualidade, em sua maioria (74%) da região Sudeste do país, que foram contatados através de e-mail e mensagem na rede social LinkedIn,. Para a análise dos dados, utilizou-se correlação de Pearson, com o uso do software SPSS. Os dados encontrados confirmam achados da literatura que apontam que tanto a liderança transformacional, quanto a transacional apresentam relação com elementos da gestão da qualidade...

An extensive structural model for supply chain quality management and firm performance

Huy Truong; Sampaio, Paulo; Carvalho, Maria Sameiro; Fernandes, Ana Cristina; Duong Thi Binh An
Fonte: ICQEM Publicador: ICQEM
Tipo: Artigo de Revista Científica
Publicado em //2014 ENG
Relevância na Pesquisa
66.06%
Purpose: This study was carried out to create a research model investigating the impact of supply chain quality management (SCQM) practices on firm performance. Design/methodology/approach: Based on a comprehensive literature review, the practices were suggested. These SCQM practices will be analyzed and categorized into 4 dimensions: upstream (supplier assessment, supplier quality management), downstream sides of a supply chain (customer focus), internal process (product/service design, process management and logistics) and support practices (top management support, human resource management, information and supply chain integration). The measurement instrument of firm performance was developed including three aspects: operational performance, customer satisfaction and financial performance. Findings: A conceptual framework and a structural model were proposed as well as the development of hypotheses on the paths. Research limitations/implications: It is necessary to test the rationality of this model by empirical studies in different contexts. Originality/value: The research considers integration of quality and supply chain management still remains limited in the literature. Therefore, it is necessary to have a more focused approach in assessing quality management issues within the internal and external supply chain contexts. This study concentrates on the practices which improve quality aspects of supply chain...

Quality management principles and practices impact on the companies’ quality performance

Barros, Síria; Sampaio, Paulo; Saraiva, Pedro
Fonte: Universidade do Minho Publicador: Universidade do Minho
Tipo: Conferência ou Objeto de Conferência
Publicado em //2014 ENG
Relevância na Pesquisa
66.07%
Purpose - The aim of this paper is to expose the conceptual model which pretends to reflect the relationship between the use and implementation of quality management principles and practices and their impact on the companies’ quality performance. Design/methodology/approach – Based on the literature review carried out, we have identified the most common and used quality management principles and practices. Hence, we have proposed a conceptual model relate those quality management principles and practices to the companies’ quality performance. In order to validate these quality management principles and practices and consequently the conceptual model developed, we conducted several semi-structured interviews with the Portuguese Quality Leaders. The following phase consisted in developing a questionnaire, based on the literature review carried out and on the main contributions of the semi-structured interviews. This questionnaire was sent to all the Portuguese companies certified according to the ISO 9001 standard. Our main purpose is to validate the model developed based on the structural equation modeling technique (SEM). Currently we are in the survey phase. Findings - It is expected that the results show a significant and positive relationship between the implementation of quality management principles and practices and their impact on the companies’ quality performance. Originality/value - As far as we were able to find out in the literature review phase...

The Paradigm of the Total Quality Management in the Portuguese Higher Education

Saraiva, Margarida; Reis, Elizabeth
Fonte: Foundation of Tertiary Institutions of the Northern Metropolis (FOTIM) Publicador: Foundation of Tertiary Institutions of the Northern Metropolis (FOTIM)
Tipo: Artigo de Revista Científica
ENG
Relevância na Pesquisa
66.09%
Total quality management is a process based on a “to do differently” strategy. This strategy implies trying to achieve continuous improvement by sharing responsibilities reducing misused resource and meeting customer’s expectations. Typically, Total Quality Management is implemented in industry and services using a group of principles. The implementation of such principles guides the organizations towards the improvement of quality standards. Deming contributed to the total quality management process by proposing the set of principles and techniques that helps organisations to improve their quality process. We implement the total quality management principles inn two Portuguese high education institutions: ISCTE and University of Évora. We use separate questionnaires in order to verify if the techniques of the Total Quality Management, proposed by Deming, which were applied in Japanese and US companies, could be applied similarly in Portuguese high education institutions. Likewise for industrial companies, application of Total Quality Management techniques may help higher education institutions in their adaptation to the constantly changing education environment. The improving of quality in higher education will result in a general quality improvement of people’s skills which ultimately will improve the level of efficiency contributing to the development of markets and the economy. The results of this study show a set of difficulties as well as benefits from implementation of Total Quality Management...

Quality Management System and the Role of Accounting in Portuguese SME

Pires, António Ramos; Ferreira, Osvaldo; Saraiva, Margarida; Novas, Jorge Casas
Fonte: Moderna organizacija - Faculty of Organizational Science - University of Maribor Publicador: Moderna organizacija - Faculty of Organizational Science - University of Maribor
Tipo: Artigo de Revista Científica
ENG
Relevância na Pesquisa
66.04%
Purpose: Despite the associations of the quality movement with the certification of quality management systems (QMS), these by themselves are not sufficient to ensure the competitiveness of organizations, namely if the implementation and the certification is due to external motivations. Considering the growing scarcity of resources and increased competition, now on a global scale, organizations, and particularly small and medium enterprises (SMEs), need to be more efficient, measuring and improving their performance. Thus, the existence of a QMS directed to the continuous improvement of procedures and processes and customer satisfaction, and the existence of an accounting system that, in addition to ensuring compliance with legal requirements, have the ability to produce timely and relevant information to support the decision process, can make the difference between discontinuation and progress of SMEs. In this context, this study aims to study the positioning of Portuguese SMEs with relation to the QMS and to investigate their use of accounting as an information system for management. Methodology/Approach: Data were collected through a questionnaire sent to a thousand companies. Findings: The results show that although the respondents recognize the importance of quality management and the role of accounting in the management of their companies...

Quality management as a resource of transaction costs reduction: empirical inputs from the international fruit trade

Carvalho,José Márcio; Thomé,Karim Marini; Leitão,Fabrício Oliveira
Fonte: Universidade Presbiteriana Mackenzie Publicador: Universidade Presbiteriana Mackenzie
Tipo: Artigo de Revista Científica Formato: text/html
Publicado em 01/02/2014 EN
Relevância na Pesquisa
66.05%
Fruit is a highly perishable product, susceptible to biological, physical and chemical hazards. All these risks are higher when fruit are transacted in international trade. In this case fruit suppliers and fruit buyers are exposed to elevated transaction costs, since both sides need to deal with questions like product specifications, post-harvest processing and logistics. Quality management can be employed in order to organize all production, processing and logistics operations. Our aim in this paper was to verify if producers, exporters and importers of fruit are making use of quality management concepts in order to reduce risks and transaction costs. As investigation method, semi-structured interviews were conducted in Brazil and the UK. The content of the semi-structured interview questions was chosen based on the literature review of TCE, the international fruit trade and quality management. The questions were carefully chosen to reveal the factors which are determinant for the configuration of transaction arrangements in the fruit trade. The topics investigated were: the technical activities performed by the organisations operating in the fruit commerce; the main types of commercial clients (partners) of the firm; the nature of the market type relations maintained by the firm; the level of quality problems perceived by the firm; and the quality management strategies adopted by the firm. These topics served as the foundation for the elaboration of the main questions and the probe questions. They also gave the direction for possible follow-up questions. The results of the interviews support the idea that quality consciousness is fundamental in the fruit trade. The majority of companies approached in the research were shown not to perceive as a problem the several parameters that affect the quality of the final product. In other words...

Avaliação da importância dos sistemas de gestão da qualidade nas universidades federais; Evaluation of the importance of quality management systems in Federal Universities

Andrade, Dalliane Vanessa Pires
Fonte: Universidade Federal do Rio Grande do Norte; BR; UFRN; Programa de Pós-Graduação em Engenharia de Produção; Estratégia; Qualidade; Gestão Ambiental; Gestão da Produção e Operações Publicador: Universidade Federal do Rio Grande do Norte; BR; UFRN; Programa de Pós-Graduação em Engenharia de Produção; Estratégia; Qualidade; Gestão Ambiental; Gestão da Produção e Operações
Tipo: Dissertação Formato: application/pdf
POR
Relevância na Pesquisa
66.09%
This thesis aims at analyzing from the perspective of the manager the importance of the use of quality management tools and concepts in Federal Universities. It was motivated by the following research problem: do Federal University managers consider it to be relevant the quality management in their institution? Therefore, we sought to gather evidence for a satisfactory approach that addresses the complexity of the topic researched: quality, higher education and quality management systems. We chose to adopt an applied study, the exploratory-descriptive research as to the objective and the quantitative and qualitative research as to the approach to the problem. The object of study is composed by the Planning Provosts of Federal Universities listed in the University Ranking Sheet - (RUF) in 2013. We chose to restrict the sample listing only the provosts of the 20 best-placed universities in the ranking of the Federal Universities. The research instrument was composed of 26 questions, of which 6 questions were designed to identify the profile of the manager, 16 questions of perception (manifested variables) on the importance of quality management in the University, where the managers assigned values (answers) to the affirmatives (that address the main topic of this thesis) based on a Likert scale of 5 points...

Improving Air Quality in Metropolitan Mexico City : An Economic Valuation

The Mexico Air Quality Management Team
Fonte: World Bank, Washington, DC Publicador: World Bank, Washington, DC
EN_US
Relevância na Pesquisa
76.02%
Mexico City has for years experienced high levels of ozone and particulate air pollution. In 1995-99 the entire population of the Mexico City metropolitan area was exposed to annual average concentrations of fine particulate pollution (particulates with a diameter of less than 10 micrometers, or PM10) exceeding 50 micrograms per cubic meter, the annual average standard in both Mexico and the United States. Two million people were exposed to annual average PM10 levels of more than 75 micrograms per cubic meter. The daily maximum one-hour ozone standard was exceeded at least 300 days a year. The Mexico Air Quality Management Team documents population-weighted exposures to ozone and PM10 between 1995 and 1999, project exposures in 2010, and computes the value of four scenarios for 2010: A 10 percent reduction in PM10 and ozone. A 20 percent reduction in PM10 and ozone. Achievement of ambient air quality standards across the metropolitan area. A 68 percent reduction in ozone and a 47 percent reduction in PM10 across the metropolitan area. The authors calculate the health benefits of reducing ozone and PM10 for each scenario using dose-response functions from the peer-reviewed literature. They value cases of morbidity and premature mortality avoided using three approaches: Cost of illness and forgone earnings only (low estimate). Cost of illness...

How the Naval Aviation Maintenance Program (NAMP) at the intermediate level can become ISO 9000 quality management system compliant

Brenneman, Stephen Kurt
Fonte: Monterey, California. Naval Postgraduate School Publicador: Monterey, California. Naval Postgraduate School
Tipo: Tese de Doutorado Formato: xvi, 124 p.
EN_US
Relevância na Pesquisa
75.98%
Approved for public release; distribution is unlimited; This thesis examines the similarities and differences between the Naval Aviation Maintenance Program (NAMP) and International Standards Organization (ISO) 9000 quality management systems (QMS), and what changes must be done to bring the NAMP to ISO 9000 standards. The NAMP is naval aviation's overall guiding document that outlines command, administrative, and management relationships, and assigns maintenance policy and procedure responsibilities to the respective individuals for management. ISO 9000 is a series of international standards establishing requirements and guidelines for maintaining an organization's quality system, which focuses on prevention rather than detection This thesis will first examine ISO 9000 QMS aspects in relation to intermediate maintenance actions. Next, a plan for implementing the ISO 9000 QMS in naval aviation's organizational and intermediate maintenance activities is developed. Specifically, process maps are described for QM documentation, policies, and procedures under both the NAMP and ISO 9000, and then compared and contrasted. Then, a sample ISO 9000 quality manual for the Tool Control Program (TCP) on an intermediate maintenance activity, including how this manual can satisfy the 20 tenets of the ISO 9000 QMS is developed. Finally...

Improving Naval Aviation Maintenance Quality Management processes at the Organizational Maintenance Level: the influences of the International Standards Organization (ISO) 9000 quality management system on the Naval Aviation Maintenance Program (NAMP)

Couch, Christopher J.G.; Decker, Duane L.
Fonte: Monterey, California. Naval Postgraduate School Publicador: Monterey, California. Naval Postgraduate School
Tipo: Tese de Doutorado Formato: xviii, 232 p.
EN_US
Relevância na Pesquisa
76.06%
Approved for public release; distribution is unlimited; This thesis examines the similarities and differences between the Naval Aviation Maintenance Program (NAMP) and International Standards Organization (ISO) 9000 quality management systems (QMS), discusses the difference in quality management discipline under ISO 9000 and under the NAMP, and describes what must be changed in the aviation organizational maintenance sections of the NAMP to make them consistent with the ISO 9000 QMS. The NAMP is Naval aviation's overall guiding document that outlines command, administrative, and management relationships, and assigns maintenance policy and procedure responsibilities to the respective individuals for management ISO 9000 is a series of international standards establishing requirements and guidelines for maintaining an organization's quality system. An overview is provided of quality management (QM) procedures, policies, tools, and audits; the NAMP Quality Management System (QMS); the ISO 9000 QMS; and QMS implementation procedures. Next, process maps are described for QM documentation, policies, and procedures under both the NAMP and ISO 9000. Each is compared and contrasted. Then, QM training under the NAMP and ISO 9000 is described...

Indicadores organizacionais como base motivacional para a gestão de qualidade; Organizational indicators as a motivational basis for quality management

Plinio Cesar Lucas Viana
Fonte: Biblioteca Digital da Unicamp Publicador: Biblioteca Digital da Unicamp
Tipo: Dissertação de Mestrado Formato: application/pdf
Publicado em 03/12/2004 PT
Relevância na Pesquisa
66.04%
O presente trabalho apresenta como objetos de estudo, além da Gestão da Qualidade, os seguintes temas: a motivação, segundo a Teoria das Expectativas de Victor Vroom, que atribui valor e expectativa à atividade e os coloca como referência para a postura do trabalhador; e o Balanced Scorecard, que se apresenta como ferramenta para o gerenciamento das informações a serem disponibilizadas ao trabalhador para sua tomada de decisão / postura. A primeira proposição da dissertação diz que, para se implantar e manter uma Gestão pela Qualidade em uma organização, entre outras providências, deve-se desenvolver, gerenciar e melhorar continuamente os indicadores organizacionais que impactam fortemente a motivação das pessoas, pois elas são o diferencial da Qualidade. Diz ainda que a organização deve estabelecer o sistema de indicadores organizacionais baseado também nas Expectativas dos indivíduos. A segunda proposição diz que para se implantar e manter uma Gestão pela Qualidade em uma organização, de uma maneira mais objetiva, focada e priorizando alguns elementos, entre outras providências, deve-se desenvolver, gerenciar e melhorar continuamente os indicadores organizacionais que impactam forte e simultaneamente os três temas estudados neste trabalho. O embasamento das proposições foi feito por meio de pesquisa bibliográfica...

Quality management principles and practices impact on the companies' quality performance

Barros, Síria Alves; Sampaio, Paulo; Saraiva, Pedro
Fonte: Universidade do Minho Publicador: Universidade do Minho
Tipo: Conferência ou Objeto de Conferência
Publicado em //2014 ENG
Relevância na Pesquisa
66.09%
Publicado em "Proceedings of the 1st International Conference on Quality Engineering and Management"; Purpose - The aim of this paper is to expose the conceptual model which pretends to reflect the relationship between the use and implementation of quality management principles and practices and their impact on the companies’ quality performance. Design/methodology/approach – Based on the literature review carried out, we have identified the most common and used quality management principles and practices. Hence, we have proposed a conceptual model relate those quality management principles and practices to the companies’ quality performance. In order to validate these quality management principles and practices and consequently the conceptual model developed, we conducted several semi-structured interviews with the Portuguese Quality Leaders. The following phase consisted in developing a questionnaire, based on the literature review carried out and on the main contributions of the semi-structured interviews. This questionnaire was sent to all the Portuguese companies certified according to the ISO 9001 standard. Our main purpose is to validate the model developed based on the structural equation modeling technique (SEM). Currently we are in the survey phase. Findings - It is expected that the results show a significant and positive relationship between the implementation of quality management principles and practices and their impact on the companies’ quality performance. Originality/value - As far as we were able to find out in the literature review phase...

Corporate data quality management in context

Lucas, Ana
Fonte: Proceedings of the 15th International Conference on Information Quality Publicador: Proceedings of the 15th International Conference on Information Quality
Tipo: Conferência ou Objeto de Conferência
Publicado em //2010 ENG
Relevância na Pesquisa
76.05%
Presently, we are well aware that poor quality data is costing large amounts of money to corporations all over the world. Nevertheless, little research has been done about the way Organizations are dealing with data quality management and the strategies they are using. This work aims to find some answers to the following questions: which business drivers motivate the organizations to engage in a data quality management initiative?, how do they implement data quality management? and which objectives have been achieved, so far? Due to the kind of research questions involved, a decision was made to adopt the use of multiple exploratory case studies as research strategy [32]. The case studies were developed in a telecommunications company (MyTelecom), a public bank (PublicBank) and in the central bank (CentralBank) of one European Union Country. The results show that the main drivers to data quality (DQ) initiatives were the reduction in non quality costs, risk management, mergers, and the improvement of the company's image among its customers, those aspects being in line with literature [7, 8, 20]. The commercial corporations (MyTelecom and PublicBank) began their DQ projects with customer data, this being in accordance with literature [18]...

Quality management in US higher education

Grant, Delvin; Mergen, A. Erhan; Widrick, Stanley
Fonte: Total Quality Management & Business Excellence - Routledge Publicador: Total Quality Management & Business Excellence - Routledge
Tipo: Artigo de Revista Científica
EN_US
Relevância na Pesquisa
86.04%
The paper uses a quality management framework to analyze quality management approaches that have been implemented in institutions of higher education in the USA. The framework is comprised of three parameters, which are quality of design, quality of conformance and quality of performance. It turned out that only one of the nine articles that were examined dealt explicitly with quality of performance issues.; Copyright 2002 Taylor & Francis. Total quality management & business excellence journal article. The complete article can be found at www.informaworld.com. DOI: 10.1080/09544120120102441

Total quality management and the Malcolm Baldrige National Quality Award

DeFazio, Mary Beth
Fonte: Rochester Instituto de Tecnologia Publicador: Rochester Instituto de Tecnologia
Tipo: Tese de Doutorado
EN_US
Relevância na Pesquisa
66.05%
This study addresses three main issues and provides the hospitality industry with information about improving the quality of service delivered to its customers. The main issue was to identify the implementation process of Total Quality Management. Secondary issues introduced the Malcolm Baldrige National Quality Award and how the application of TQM enabled The Ritz-Carlton Hotel Company to achieve the Malcolm Baldrige National Quality Award in 1992. To address these topics, three approaches were undertaken. Extensive library research, interviews of knowledgeable experts and representatives of each area, review of secondary data, and participation in The Ritz-Carlton New Employee Orientation and 21 Day Review, at The Ritz-Carlton Hotel in Washington, D.C. Results indicate that an increasing number os U.S. firms are experiencing the benefits from adopting a total quality management program. Results also indicate that American indistries are beginning to realize the impact and influence that the Malcolm Baldrige has had upon American businesses.

A CONTRIBUTION FOR EXCELLENCE IN QUALITY MANAGEMENT IN INDUSTRIAL METAL MECHANICS: MULTIPLE CASE STUDY AND SURVEY; A CONTRIBUTION FOR EXCELLENCE IN QUALITY MANAGEMENT IN INDUSTRIAL METAL MECHANICS: MULTIPLE CASE STUDY AND SURVEY; Uma Contribuição para para a Excelência em Gestão da Qualidade na Indústria Metal Mecânica: Estudo de Múltiplos Casos e Survey

Santos, Jadir Perpétuo; UNINOVE; Oliveira Neto, Geraldo Cardoso de; UNINOVE
Fonte: Universidade Federal Fluminense - LATEC Publicador: Universidade Federal Fluminense - LATEC
Tipo: info:eu-repo/semantics/article; info:eu-repo/semantics/publishedVersion; ; ; ; Estudo de Múltiplos Casos Formato: application/pdf
Publicado em 15/11/2012 POR
Relevância na Pesquisa
66.06%
Today is the undeniable importance of certification in state and national awards, but the ISO 9001: 2008 is currently considered a weapon for the organization to enter into the national and international context and thus transform your certification in a competitive differentiator. The main objective of this study is to determine what were the gains that had the 2008 version over the 1994., Conducted a survey using a structured questionnaire survey in 72 companies in the mechanical engineering sector, whose largest concentration was in Rio Grande do Sul (17% ) and São Paulo (63%).Specifically, it will use the Bayesian inference for comparative analysis of the benefits and impacts of the implementation of the 1994 and 2008 versions. The research method involves the quantitative descriptive analysis Survey and participant observation with multiple cases., The instruments used were questionnaires and structured interviews. For data analysis, we used the Bayesian inference to provide a set of key processes, which when processed, causes the company to a level of excellence of quality management system. The results show that in most cases the requirements of ISO were positive for businesses, but some were found to complicate the implementation of a quality management system...