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1
Marques, Isabel Maria Maia da Silva Bento. "Avaliação da qualidade organizacional em cuidados de saúde primários , através da Common Assessment Framework - o caso da Região Alentejo." Master's thesis, Universidade de Évora, 2011. http://hdl.handle.net/10174/14051.
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A investigação versa sobre a análise da aplicabilidade do modelo de autoavaliação CAF nos Cuidados de Saúde Primários - nas Unidades Funcionais dos Centros de Saúde da Região Alentejo. Adaptando instrumentos da CAF foram aplicados inquéritos junto de profissionais de saúde, em Março de 2011, com a finalidade de realizar um diagnóstico dos serviços em estudo. As variáveis foram definidas a partir de subcritérios dos critérios do referido modelo, designadamente “liderança”, “planeamento e estratégia”, “pessoas”, “processos” e “resultados relativos às pessoas”. Participaram 77 profissionais de saúde, dos quais 20,8% médicos, 36,4% enfermeiros, 24,7% técnicos administrativos, 15,6% assistentes operacionais e 2,6% de outros profissionais de saúde. Os resultados permitiram realizar o diagnóstico desses serviços de saúde onde se identificaram áreas fortes e áreas de melhoria. Estas últimas permitiram delinear sugestões de melhoria, nomeadamente, a divulgação da missão, visão e valores; o envolvimento dos profissionais de todos os grupos no planeamento e estratégia; a clarificação da estratégia para todos através do trabalho em equipa e da implementação efetiva de canais de comunicação, como reuniões de serviço; a avaliação sistemática da satisfação dos profissionais; a melhoria do equipamento informático e sistema de comunicações; a implementação de ferramentas de autoavaliação e, por último, a formação em gestão da Qualidade; ABSTRACT: The investigation concerns the analysis of the applicability of the CAF self-assessment model in Primary Health Care - Functional Units in the Health Centres of the Alentejo region. Adapting instruments were applied CAF surveys of health professionals in March 2011 with the purpose of making a diagnosis of the services under study. The variables were defined using the criteria of this sub model and in particular "leadership", "planning and strategy," "people", "processes" and "results for the people." Participated 77 health professionals, of which 20.8% doctors, nurses 36.4%, 24.7% administrative staff, operating assistants 15.6% and 2.6% other health professionals. The results allowed us to make a diagnosis of health services where they have identified areas of strength and areas for improvement. These have to outline suggestions for improvements, especially in the dissemination of mission, vision and values, the involvement of professionals from all groups in planning and strategy, clarifying the strategy for all through teamwork and effective implementation of channels communication, such as business meetings, systematic evaluation of professional satisfaction, improved equipment and communications system, the implementation of self-assessment tools and, finally, training in quality management.
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Correia, Maria Leonarda Pereira. "Gestão da qualidade e o modelo Common Assessment Framework (CAF). Reflexão sobre a evolução recente nos Serviços Académicos da Universidade de Évora." Master's thesis, Universidade de Évora, 2016. http://hdl.handle.net/10174/19236.
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As expetativas e exigências crescentes dos cidadãos face ao serviço público introduziram uma nova orientação nos processos de reforma e modernização administrativa. É neste contexto que surge o modelo de autoavaliação Common Assessment Framework (CAF), que está essencialmente direcionado para a administração pública, com o fim de promover a melhoria contínua dos serviços. Neste estudo pretende-se analisar a aplicabilidade da CAF como ferramenta de autoavaliação dos serviços públicos nos Serviços Académicos da Universidade de Évora (SAC), bem como verificar o impacto que a aplicação da CAF teve nos SAC, após o estudo realizado por Nogueira (2008), e efetuar um diagnóstico junto dos alunos, colaboradores e gestores para avaliar os processos desenvolvidos, bem como averiguar o seu grau de satisfação. Para atingir os objetivos propostos foi aplicado um inquérito por questionário junto dos alunos, colaboradores e gestores dos SAC. Os resultados obtidos permitiram extrair os pontos fortes (e.g. bons procedimentos para acolhimento e integração dos colaboradores, gestores não resistentes à mudança), evidenciar os pontos fracos (e.g. tempo de obtenção de respostas às solicitações efetuadas, atendimento telefónico desadequado), e enumerar as sugestões de melhoria para o serviço (e.g. maior número de funcionários a fazer atendimento, horários de abertura e de atendimento mais alargados); ABSTRACT: Expectations and increased demands of citizens on the public service introduced a new orientation in the reform and administrative modernization. lt is in this context that the model of self-assessment Common Assessment Framework (CAF), which is primarily directed to the government, in order to promote continuous improvement of services. This study aims to analyze the applicability of the CAF as a self-assessment tool of public services at the Academic Services of the University of Évora (SAC) and verify the impact that the implementation of the CAF had the SAC after the study by Nogueira (2008) and make a diagnosis with the students, employees and managers to assess the processes developed and ascertain their degree of satisfaction. To achieve the proposed objectives a questionnaire was applied to students, employees and managers of SAC. The results allowed to draw on the strengths (eg: good procedures for reception and integration of employees, not resistant to change managers), highlight the weaknesses (eg: time to obtain answers to made requests, inadequate telephone service), and list suggestions improvement for the service (eg: greater number of employees to service, opening hours and more extensive service).
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Gilligan, Philip A., and M. Manby. "The Common Assessment Framework: does the reality match the rhetoric?" Blackwell Publishing, 2008. http://hdl.handle.net/10454/2712.
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The Common Assessment Framework (CAF) is an important part of
the procedures envisaged in the government¿s Every Child Matters:
Change for Children (ECM: CFC) programme. Implementation of CAF,
in particular, raises many important questions, not least those arising
from the inconsistencies apparent between government rhetoric
around the development of multi-agency services provided to all
children with `additional¿ needs and the actual experiences of children,
young people, parents/carers and practitioners in `real world¿
situations. This paper explores the extent to which the actions of
practitioners and the experiences of service users with regard to CAF
mirror or differ from those which would be expected in view of the
content of government guidance and policy documents.The data used
is taken from an evaluation of CAF processes in two locations in
northern England over a period of 6 months. It concludes that very
small numbers of children and young people actually received the
service; that, despite genuine enthusiasm from practitioners for them
to be so, the processes observed could not yet be described as fully
`child centred¿; that fathers were insufficiently involved; and that CAF
was, in reality, another service `rationed¿ according to resources
available and according to agencies¿ priorities.
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Evaristo, Cristina Josefa Simas do Rosário. "A CAF (Common Assessment Framework) e a melhoria contínua nos serviços públicos." Master's thesis, Universidade de Aveiro, 2010. http://hdl.handle.net/10773/3442.
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Mestrado em Administração e Gestão PúblicaO modelo de auto-avaliação COMMON ASSESSMENT FRAMEWORK (CAF) foi criado com o objectivo de introduzir na Administração Pública os princípios da Gestão da Qualidade Total, designadamente, uma cultura de avaliação e melhoria contínua. O presente trabalho de investigação, através da aplicação de um inquérito por questionário aos serviços públicos portugueses, identificou factores críticos que influenciam o seguimento das organizações no ciclo da melhoria contínua, após a auto-avaliação com base na CAF. ABSTRACT: The COMMON ASSESSMENT FRAMEWORK (CAF) was created to introduce in Public Administration the Total Quality Management principles, mostly an assessment and continuous improvement culture. The present research work, through an inquiry answered by Portuguese public services, identified some critical factors that encourage the follow-up of organizations in continuous improvement cycle, after a self assessment exercise based on CAF.
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Pereira, Claudia Marisa Gonçalves da Silva Costa. "A qualidade organizacional na perspectiva dos profissionais de saúde e a satisfação dos utentes: o caso da unidade de cuidados intensivos polivalente (UCIP) do Hospital do SAMS." Master's thesis, Universidade de Évora, 2008. http://hdl.handle.net/10174/17180.
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Neste ambiente turbulento de constante mudança que caracteriza a época atual, as instituições de saúde têm que se adaptar e adotar novas formas de organização e sistemas de gestão, que lhes permitam atender a satisfação das necessidades dos utentes e que tornem possível a harmonia entre os objetivos organizacionais e individuais, de modo a obter os melhores desempenhos. A finalidade do presente estudo consiste em caracterizar o perfil da qualidade organizacional da Unidade de Cuidados intensivos Polivalente (UCIP) do Hospital do SAMS, na perspetiva dos seus profissionais de saúde (Colaboradores e responsáveis) e o grau de satisfação dos três grupos de atores organizacionais estudados neste trabalho científico (responsáveis, colaboradores e utentes). Para alcançar este objetivo, utilizou-se uma abordagem metodológica suportada pelo modelo Common Assessment Framework (CAF). Para tal, privilegiou-se a utilização e análise dos critérios de meios do presente modelo: Liderança, Planeamento e Estratégia, Pessoas, Parcerias e Recursos e Processos. Os dados do estudo foram recolhidos através da aplicação de um inquérito por questionário aos atores organizacionais e o tratamento dos dados estatísticos foi realizado com o apoio dos softwares SPSS, versão 16.0, e do Microsoft Excel. Da análise dos resultados obtidos retiraram-se pontos fortes, pontos fracos e sugestões de melhoria para a organização em estudo. A perceção dos profissionais de saúde pode ser usada como um indicador adicional da qualidade organizacional dos serviços de saúde. Para melhorar essa qualidade, os órgãos de gestão devem encorajar o envolvimento de todos os profissionais no processo de gestão, na elaboração do piano de atividades e na definição dos objetivos organizacionais. Neste sentido, este trabalho serviu de diagnóstico e introduz uma ferramenta de avaliação da qualidade, que permite aos serviços de saúde, em geral, e ao serviço em estudo, em particular, o seu autoconhecimento e, desta forma, iniciarem a sua escalada no caminho da excelência dos serviços prestados tendo sempre por base a qualidade. /ABSTRACT - ln this turbulent time of constant change, the institutions of health have to adapt themselves and adopt new forms of organization and administration that allow them to satisfy the needs of the users, allowing the harmony between organized objectives and individuals in a way that will give us the best outcomes. The result of the present study characterizes the outline of organizational quality of the intensive care unit of Hospital SAMS in the views of the health professionals (the collaborators and others responsible) and the extent to which the three groups mentioned are satisfied in this scientific work (the responsible party, the collaborators, and the patients). ln order to arrive at this objective, we used a methodological overview supported by the Common Assessment Framework model (CAF). Ln order to achieve this, we used the criteria of Leadership, Planning and Strategy, People, and Resources and Processes. The data were collected in the form of a questionnaire and the statistically analyzed using the Microsoft Excel software SPSS, version 16.0. Given the analysis of these results, we studied strengths. Weaknesses, and suggestions for improvement of the organization being studied. The perception of the health professionals can be used as an indicator for additional quality in the service of health. For this better quality. Everyone should be involved in the process of running the business, in the elaboration of the activity plan, and in defining the objectives for the organization. ln this sense, the study serves as diagnostic, introducing a tool for the evaluation of quality, that allows the health services in general, and particularly this institution, to study itself and begin its ascent to providing excellent service based on quality.
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Volný, Jiří. "Management kvality ve veřejné správě - Model CAF." Master's thesis, Vysoká škola ekonomická v Praze, 2006. http://www.nusl.cz/ntk/nusl-26.
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Práce se snaží reagovat na posun ve vnímání fungování veřejné správy. Tím je zejména přechod od nařizovací správy k chápání správy jako službě veřejnosti. Jednou z možností modernizace a zlepšení práce veřejné správy je aplikace metod managementu kvality. V práci se poukazuje na rozdílnost veřejné správy a celého veřejného sektoru oproti soukromému. Ze soukromé sféry jsou zdůrazněny metody, které mohou být aplikovatelné i ve veřejné správě. Větší část práce je pak věnována Modelu CAF (Common Assessment Framework), který byl speciálně navržen pro implementaci ve veřejném sektoru. Pro jeho snazší zavedení jsou uvedeny i upravené praktické příklady ze starších projektů.
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Nogueiro, Teresa Paula Ramalho Serra Bugalho. "A qualidade e o modelo common assessment framework: O caso dos Serviços Académicos da Universidade de Évora." Master's thesis, Universidade de Évora, 2008. http://hdl.handle.net/10174/18592.
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Uma das condições que mais influencia a competitividade entre instituições de ensino é a Qualidade. Sendo a sociedade cada vez mais exigente, é necessário medir e avaliá-la. A utilização de uma ferramenta de autoavaliação, desenvolvida ao nível da União Europeia, a Common Assessment Framework (CAF), que teve como modelo de origem o European Foundation for Quality Management (EFQM), veio permitir a medição da qualidade dos serviços prestados na administração pública. Este estudo apresenta os diversos aspectos referentes à temática da qualidade, o modelo CAF e os principais resultados obtidos num inquérito por questionário, junto dos alunos, colaboradores internos e gestores dos Serviços Académicos da Universidade de Évora, com o objectivo de avaliar o grau de satisfação com a qualidade do serviço prestado, o desempenho de todas as partes interessadas e, consequentemente, a sustentabilidade desse serviço. Desses resultados retiraram-se alguns pontos fortes, enunciaram-se diversos pontos fracos e evidenciaram-se sugestões de melhoria para o serviço em estudo. Neste sentido, este trabalho serviu de diagnóstico e apresenta uma ferramenta que permite aos Serviços académicos da Universidade de Évora conhecerem-se melhor e poderem mover-se no caminho da qualidade. ABSTRACT: One of the conditions that most influences the competitiveness among institutions of education is quality. As society increasingly demanding in terms of professional skills, it is necessary to measure and assess the quality of education, through continuous improvement to achieve excellence. Currently, the quality must be measured and seen as a competitive advantage. The use of a tool for self-evaluation of the quality, developed at EU level, the Common Assessment Framework (CAF) that has had its origin on European Foundation for Quality Management (EFQM), carne allow the measurement of quality of services provided to the clients, based on an internal guidance for quality in the organization and on the adoption of quality ratings as a routine in their work. This study presents the various aspects relating to the issue of quality and the Common Assessment Framework (CAF) and presents the main results obtained through a survey by questionnaire. These questionnaires were applied to the students, staff and internal managers from the Academic Services of the University of Évora with the aim of assessing the grade of satisfaction with the quality of the services provided, the performance of all interested parties and therefore the sustainability of this service in this institution of higher education. As results obtained on this research there are some strengths, several weaknesses and suggestions for improvement that can benefit the service under study. This work can be used as a diagnosis and gives a tool that allows Academic Services of the University of Évora know themselves better and to be able to move on the path of quality.
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Isidoro, Catarina Matos. "Qualidade e triagem de Manchester : Estudo de caso Hospital CUF Descobertas." Master's thesis, Universidade de Évora, 2008. http://hdl.handle.net/10174/18683.
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A saúde em Portugal encontra-se no caminho da mudança, rumo à excelência, pois questiona-se o sistema, a sua estrutura, os seus processos e os resultados. Uma das condições que mais influencia a competitividade entre instituições da saúde é a qualidade. Sendo a sociedade cada vez mais exigente, medi-la e avalia-la é um imperativo da época actual. O presente estudo teve como objectivo, contribuir para a realização de um diagnóstico de um processo de melhoria implementado num hospital privado de Lisboa - Hospital CUF Descobertas (HCD), no Serviço de Atendimento Permanente (SAP), à luz dos princípios da qualidade total. O procedimento da Triagem de Manchester é um processo que tem como principal objectivo o estabelecimento de prioridades, ou seja, identificar critérios de gravidade, de forma objectiva e sistematizada, que indicam a prioridade clínica com que o cliente deve ser atendido e o respectivo tempo de espera alvo recomendado até observação médica. Não se trata de estabelecer diagnósticos. Para o efeito, utilizou-se uma abordagem metodológica, suportada pelo modelo de auto-avaliação, designado Modelo Common Assessment Framework (CAF). Neste sentido, privilegiando-se a utilização dos critérios de meios deste modelo. Foi aplicado um questionário aos colaboradores do Serviço de Atendimento Permanente do Hospital CUF Descobertas. O Tratamento de dados estatísticos foi realizado com o apoio do SPSS, versão 16.0 e do Microsoft Excel. Os resultados deste estudo culminam com a identificação de pontos fortes, pontos fracos e sugestões de melhorias para o serviço em estudo. Neste sentido, este trabalho serviu de diagnóstico para se poder identificar em que ponto se situa e que rumo se deve seguir para se atingir um patamar de excelência relativamente à qualidade. Abstract: Health in Portugal finds itself on the path toward change, trying to find excellence while challenging the system and its structure, processes, and results. One of the conditions that most influences the competitiveness between the institutes of health is quality because society is becoming more demanding. Measuring and evaluating this change is happening in this current time. The present study has the objective of contributing and establishing a diagnostic tool relative to the process of improvement. This tool was used in a private hospital in Lisbon, Hospital CUF Descobertas, in the Emergency Room, in looking at the principles of total quality. This process designed through the Manchester Triage System has the main objective of the establishment of priorities through which we want to identify criteria of seriousness in an objective and systematic way that indicate a clinical priority with which the client is attended to in respect to the waiting time, giving a recommended time until medical observation. ln this sense, we do not diagnose patients in triage. For this effect, we used a methodological overview supported by the model of self-evaluation, the Common Assessment Framework (CAF}, in which we used the criteria: Leadership, Planning and Strategy, People, Resources and Processes. To arrive at this, a questionnaire was used by the collaborators of the emergency room of Hospital CUF Descobertas. The statistical analysis of the data was performed using SPSS version 16.0 and Microsoft Excel. The results of this study culminated with the identification of strong points, weak points, and suggestions for improvements for the work in study. ln this way, with this study, we can identify in where an organization finds itself and the path it should take in order to achieve a high level of quality excellence.
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Kuglerová, Radka. "Implementace Modelu CAF v sektoru školství." Master's thesis, Vysoká škola ekonomická v Praze, 2006. http://www.nusl.cz/ntk/nusl-264.
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Práce se snaží reagovat na aktuální otázku, týkající se modernizace veřejné správy a s ní spojenou aplikaci metod managementu kvality ve veřejné správě. Zvláštní pozornost je věnována Modelu CAF (Common Assessment Framework), který byl vyvinut jako nástroj sebehodnocení speciálně pro veřejný sektor. V České republice byl tento model doposud aplikován především na úrovni samosprávných a ústředních správních úřadů. Vzhledem k možnosti implementovat tento model v nejrůznějších částech veřejného sektoru, se práce snaží upozornit na vhodnost využití Modelu CAF i v oblasti vzdělávání. Pro jeho snazší aplikaci ve školách jsou uvedeny i praktické příklady důkazů, které jsou důležitým podkladem pro hodnocení v Modelu.
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Carrilho, António José Tavares. "A qualidade na administração pública. Implementação da CAF- Common Assessment Framework. Caso: Instituto da Segurança Social, IP/Centro Distrital de Santarém." Master's thesis, Universidade de Évora, 2013. http://hdl.handle.net/10174/15111.
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O lançamento da CAF teve lugar há 10 anos atrás, num cenário, que hoje subsiste, no qual o setor publico tem de ultrapassar um número diversificado de desafios e responder a muitas necessidades e exigências da sociedade.
O setor público foi sujeito a diversas reformas. De forma particular em tempo de crise e de cortes severos nos orçamentos das administrações públicas, o foco tem-se situado na melhoria da eficiência e da eficácia, atendendo a regras de transparência e de prestação de contas, incluindo serviços públicos prestadores de serviços. De forma conjunta com estes princípios associados à Nova Política Gestionária, metodologias e técnicas foram sendo construídas. Como uma dessas técnicas a Gestão da Qualidade Total tornou-se uma realidade no setor público, a partir do final da década de 80 e de forma mais incisiva a partir do início da década de 90. No final desta década, muitos modelos da qualidade e técnicas específicas (EFQM, ISO, etc.), e no imediato o CAF – Estrutura Comum de Avaliação, encontraram o seu espaço no setor público.
O objetivo da presente dissertação centrou-se na avaliação da consistência interna da ferramenta CAF, aferindo a interdependência entre os seus critérios, de acordo com as hipóteses de investigação definidas e com base nos dados empíricos recolhidos no Instituto de Segurança Social, IP/Centro Distrital de Santarém.
A análise estatística foi efetuada com recurso ao STATAse12 (Statistical Analyse special edition), 12.0, SPSS (Statistical Package for Social Sciences), 20.0 e ao Microsoft Office Excel.
Os resultados obtidos dessa avaliação, e os derivados do desenvolvimento do Projeto COMPROMISS no ISS, IP, permitem considerar a CAF como um importante modelo de autoavaliação e de dinamização de um sistema da qualidade em qualquer organização do setor público. Inerente à natureza do modelo está subjacente a ideia de que um bom desempenho nos meios conduzirá a bons resultados.
Conclui-se, assim, que qualquer modelo de avaliação é um valioso auxiliar e tem um papel irrefutável neste contexto de mudança e de afirmação de uma renovada Administração Pública; ABSTRACT:The launch of the CAF has to be placed in the context of 10 years ago, when, as is still the case today, the public sector had to cope with a number of challenges and had to respond to many new needs and demands in society.
The public sector has been the subject of large reforms. Particularly in times of financial crises and severe cost cutting in public administrations, the focus is on efficiency and effectiveness, attention to transparency and accountability, awareness for public service delivery. Together with these principles of New Public Management (NPM), methods and techniques were constructed. As one of these techniques Total Quality Management became a feature of the public sector from the late 1980s and particularly the early 1990s. In the late 1990s, many quality models and techniques (EFQM, ISO, etc.), and subsequently the Common Assessment Framework (CAF), found their way into the public sector.
The objective of this dissertation has been centred in the evaluation of the internal consistence of the CAF tool, by estimating the interdependency between its own criteria. It has been done according to the investigation assumptions defined and also according to the empirical information colleted in Instituto de Segurança Social, IP/Centro Distrital de Santarém.
The statistics analyses was done with the STATAse12 (Statistical Analyse special edition), 12.0, SPSS (Statistical Package for Social Sciences), 20.0 and to Microsoft Office Excel Resource.
The results obtained with this evaluation, and whit the development of COMPROMISS Project in ISS, IP, makes possible to consider the CAF an important tool of self-assessment and development of a quality sistem in any public entity. It is also subjacent the idea that a proper performance will lead to good results.
As conclusion, every assessment model is an important help and it have an incontestable role in this context of changing and affirmation of a renewed Public Administration.
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Plancha, Maria do Amparo Gonçalves Morais. "Qualidade e modernização dos serviços públicos na perspectiva do cliente interno. Estudo do projecto CAT (Centro de Atendimento Telefónico) nos Serviços de Finanças do distrito de Évora." Master's thesis, Universidade de Évora, 2011. http://hdl.handle.net/10174/14033.
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A Qualidade, nos últimos anos, tornou-se um foco de atenção por parte de todos e exigida em tudo. A Administração Fiscal não é excepção. Perante ela, os cidadãos assumem-se mais rigorosos e reivindicam mais e melhores serviços prestados.
A presente investigação versa sobre a qualidade e modernização nos serviços públicos e tem por objectivo conhecer a perspectiva dos funcionários sobre o papel da Qualidade, enquanto filosofia de gestão, na melhoria contínua dos serviços, através da análise dos critérios de meios disponibilizados no modelo Common Assessment Framework (CAF)
Concretamente, o objectivo geral é averiguar a importância que o cliente interno atribui ao projecto denominado “ CAT - Centro Apoio Telefónico”, na organização dos serviços. Para tal, foi efectuado um inquérito por questionário aos funcionários dos Serviços de Finanças onde está a ser desenvolvido o projecto, nomeadamente: Alandroal, Estremoz, Évora, Montemor-o-Novo, Redondo, Reguengos de Monsaraz e Vila Viçosa.
Este estudo revelou a perspectiva que os clientes internos têm da qualidade enquanto filosofia de gestão e a necessidade de melhorar a aplicação de parâmetros essenciais na gestão do modelo de qualidade de modo a não comprometer o funcionamento interno da organização e a promover a melhoria contínua dos serviços prestados pelo CAT.
Este trabalho pretende ser um contributo para se perceber a importância que o desenvolvimento de projectos internos possui na melhoria da qualidade dos serviços públicos prestados; ABSTRACT: Quality, in recent years has become a focus of attention for everyone and is required for everything. The Tax Authority is no exception. Citizens are more rigorous and demand more and better services from it.
This research focuses on the quality and modernisation of public services and aims to meet the employees' perspective in order to know the role of Quality as a management philosophy, and the continuous improvement of services by the examination of the enablers of the model Common Assessment Framework (CAF) .
Specifically, the general objective is to ascertain the importance that the client attaches to the internal project called "CAT - Telephone Support Center", within the Tax Authority and the organization of services. To this end, a survey was conducted through a questionnaire to employees of Financial Services where the project is being developed, namely: Alandroal, Estremoz, Evora, Montemor-o-Novo Redondo, Reguengos de Monsaraz and Vila Viçosa.
This study revealed the perspective that internal customers have as a quality management philosophy and the need to improve the application of essential parameters in the model for quality management so as not to compromise the internal workings of the organization and promote continuous improvement of services provided by CAT.
This work is intended as a contribution to understand the importance that the development of internal projects has in improving the quality of public services.
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Guerreiro, Susana Gilot Mendes de Carvalho Pereira e. "Estudo do Sistema de Qualidade (CAF) nos Serviços Municipais : o caso dos SMAS de Oeiras e Amadora." Master's thesis, Instituto Superior de Economia e Gestão, 2012. http://hdl.handle.net/10400.5/10325.
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Mestrado em Ciências EmpresariaisVivemos num mundo cada vez mais turbulento e incerto, o que nos obriga a contantes adaptações, a novas atitudes e a novas abordagens para que, não obstante toda esta volatilidade, possamos vir a encontrar ordem no caos e prosperar. No contexto atual de contração económica e subsequente constrangimento orçamental aliado a crescentes exigências por parte da sociedade, um dos principais objetivos que se coloca aos serviços públicos prende-se com a sua eficácia. O desperdício é sinónimo de falta de eficiência e esta, por seu turno, promove a desconfiança que conduz à insatisfação e ao descrédito. O presente TFM tem assim por objetivo, mediante uma abordagem qualitativa com recurso à recolha/pesquisa bibliográfica, estudar de que forma poderão vir a ser encetadas melhorias nos Serviços Municipalizados de Água e Saneamento de Oeiras e Amadora, no que respeita à qualidade do serviço prestado, face à eventual implementação de uma ferramenta de autoavaliação designada por Common Assessment Framework (CAF) ou Estrutura Comum de Avaliação. Pretende-se ainda, e do ponto de vista teórico, analisar quais os principais resultados esperados, os benefícios pretendidos e as melhorias visadas, bem como apontar outras áreas que poderiam vir a beneficiar com o eventual alastramento desta ferramenta às mesmas.
We live in a world increasingly turbulent and uncertain which obliges us to constant adjustments, new attitudes and new approaches, so that we might find order in chaos and thrive notwithstanding all the volatility. In the current context of economic contraction and subsequent budget constraint combined with increasing society demands, one of the main public services objectives is its effectiveness. Waste is synonymous of lack of efficiency, which promotes mistrust that leads to dissatisfaction and disbelieve. The objective of this Final Thesis Work is to study, throughout a qualitative literature search approach, how the Municipal Water and Sanitation Services of Oeiras and Amadora could initiate improvements regard the service quality provided if they were to implement a self-assessment tool known by the name of Common Assessment Framework (CAF). The aim is to analyze theoretically the main outcomes, intended benefits, and targeted improvements, as well as identify other areas that could benefit if this tool was to be spread.
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Cândido, João Carlos da Luz. "A CAF como instrumento de mudança : a aplicação do modelo Common Assessment Framework na Direção de Apoio Social da Marinha." Master's thesis, Instituto Superior de Economia e Gestão, 2014. http://hdl.handle.net/10400.5/8281.
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Mestrado em Gestão de Recursos HumanosO presente trabalho tem como desígnio iniciar a fase de diagnóstico previsto no Modelo de Estrutura Comum de Avaliação na Direção de Apoio Social da Marinha Portuguesa nos critérios liderança, planeamento estratégico, pessoas e seus resultados e verificar a utilização deste modelo como instrumento de mudança. A metodologia empregue de intervenção organizacional teve em vista a implementação de mudança planeada na organização em causa, tendo sido utilizadas, para o efeito, várias técnicas de recolha de dados, designadamente, a entrevista semiestruturada, com o intento de compreender a situação real da Direção de Apoio Social, a análise documental e os questionários realizados aos colaboradores desta direção. De igual modo os dados recolhidos durante a autoavaliação efetuada constituem-se também como parte do diagnóstico organizacional efetuado, seguindo uma metodologia da mudança planeada. Com base na informação recolhida através das várias técnicas utilizadas é apresentado um plano de melhorias ao nível dos critérios estudados com as áreas de ação e ações a desenvolver que se crê que vão contribuir para a melhoria dos serviços prestados pela Direção de Apoio Social da Marinha Portuguesa.
The main goal of the presented assignment is to start the diagnostic phase in the model of common assessment framework applied to the Social Support Board of Portuguese Navy in what concerns the leadership criteria, strategic planning, people and their results and check the use of the model as a changing instrument. The methodology for organizational intervention was applied in order to implement a planned changing in this organization, so many techniques of collecting data were used, namely a semi-structure interview so that the real situation of the Social Support of the Board could be understood, the documental analysis and the questionnaires to the employees of this direction. The collected data during the self ? assessment constitutes an organizational diagnosis as well and it also follows the planned changing methodology. Based on gathered information obtained through various techniques, an improvement plan is performed, following the studied criteria with the action area or the actions to be developed which, we believe, will lead to the improvement of the Social Support Board of Portuguese Navy performance.
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Simões, José Alberto Machado. "Qualidade na administração pública: estudo comparativo entre o modelo da European Foundation for Quality Management (EFQM) e a Common Assessment Framework (CAF)." Master's thesis, Instituto Superior de Economia e Gestão, 2011. http://hdl.handle.net/10400.5/3426.
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Mestrado em Gestão e Estratégia IndustrialA Qualidade é um dos pilares fundamentais da vida das Organizações e das Sociedades actuais, e mais do que um conceito é uma filosofia de gestão. Características como a proactividade, o envolvimento dos colaboradores, o foco no cliente, a flexibilidade e a disponibilidade para a mudança são requisitos comuns aos sistemas de gestão de qualidade em qualquer organização. A adopção desta filosofia nos serviços públicos pressupõe um esforço significativo de mudança nos padrões culturais vigentes na Administração Pública. O modelo da Common Assessment Framework (CAF) foi criado com o objectivo de introduzir na Administração Pública os princípios da Gestão da Qualidade Total. Em comparação com o modelo da European Foundation for Quality Management (EFQM), e embora derivado deste, é um modelo mais simples e mais fácil de aplicar à Administração Pública. Com base no enquadramento teórico elaborado na revisão de literatura, o principal objectivo deste estudo é verificar, numa perspectiva teórica, se o modelo CAF é um modelo de análise de simples utilização e bem adaptado às características de uma organização pública relativamente ao EFQM. Constatou-se que a CAF preconiza um modelo especificamente para aplicação aos organismos da Administração Pública, para que estes apliquem as técnicas de Gestão pela Qualidade Total.
Quality is one of the fundamental pillars of life of Organizations and current Societies, more than one concept is a management philosophy. Features like proactive, employee involvement, customer focus, flexibility and openness to change are common requirements for quality management systems in any organization. The adoption of this philosophy in public services requires a significant effort to change the cultural patterns prevailing in Public Administration. The model of the Common Assessment Framework (CAF) was created with the aim of introducing the principles of Total Quality Management in Public Administration. Compared with the model of European Foundation for Quality Management (EFQM), and although this derivative is more simple and easier to implement to Public Administration. Based on the theoretical framework developed in the literature review, the main objective of this study is to verify a theoretical perspective that the CAF is an analytical model simple to use and well suited to the characteristics of a public organization for the EFQM. We found that CAF advocates a model specifically for application to public administration services, so that they apply the techniques of Total Quality Management.
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Magalhães, Luciana Xavier. "Percepção da satisfação dos serviços públicos : a visão dos estudantes da Faculdade UnB Planaltina à luz da metodologia Common Assessment Framework - CAF." reponame:Repositório Institucional da UnB, 2016. http://repositorio.unb.br/handle/10482/21142.
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Dissertação (mestrado)—Universidade de Brasília, Faculdade UnB Planaltina, Programa de Pós-Graduação em Gestão Pública, 2016.Submitted by Camila Duarte (camiladias@bce.unb.br) on 2016-08-01T13:29:33Z No. of bitstreams: 1 2016_LucianaXavierMagalhães.pdf: 1666475 bytes, checksum: 3b48f71fc030e9882f1a450ee4a2aa80 (MD5)
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A administração pública brasileira enfrentou diversas mudanças, inclusive nas Instituições de Ensino Superior e devido às novas demandas dos cidadãos observa-se a necessidade de monitorar e avaliar constantemente a forma como o cidadão percebe os serviços que são ofertados. Nesta perspectiva, este trabalho analisou a percepção da satisfação dos usuários quanto aos serviços públicos administrativos prestados pela FUP-UNB. Trata-se de um estudo de caso, qualitativo e exploratório realizado com uma amostra de 275 alunos da Instituição. Para a coleta dos dados utilizou-se como instrumento, o questionário de satisfação cidadão-cliente da Common Assessment Framework CAF, que atende ao subcritério 6.1do modelo referente à avaliação da percepção do usuário. A análise dos resultados foi por meio da categorização dos dados, utilizando o cálculo de frequência das respostas. No que diz respeito à apreciação das sugestões de melhorias apontadas pelos usuários utilizou-se a análise de conteúdo. Os resultados da pesquisa apontaram uma tendência de satisfação destes alunos classificada entre as categorias, “Pouco Satisfeito” e “Satisfeito” que indica, a necessidade de se implementar algumas melhorias de modo que futuramente estes usuários se percebam como “Muito Satisfeitos” evidenciando que suas expectativas e necessidades foram superadas. Portando, sugere-se que seja adotada uma gestão orientada para resultados com serviços focados no cidadão, para que a FUP supere as expectativas dos usuários quanto à prestação dos serviços públicos administrativos. Conclui-se que a organização estudada precisa elevar o nível de satisfação dos usuários nos processos de atendimento. Além disso, necessita se aprimorar, gerando mudanças e adequações, implantando, ações corretivas e melhorias contínuas não só em seus serviços como também em seus processos de atendimento para que estes alcancem níveis de excelência. _______________________________________________________________________________________________ ABSTRACT
The brazilian Government faced several changes, including in higher education institutions and due to new demands of citizens there is a need to constantly monitor and assess how the public notices the services that are offered. In this perspective, this study examined the perception of the satisfaction of users as public administrative services provided by FUP-UNB. It is a study of a situation, qualitative and exploratoryperformed with 275 students of the institution. For the data collection, the citizen satisfaction-client survey of the Common Assessment Framework CAF, was used as an instrument, which serves the sub-criterion 6.1 of the model for the perception’s evaluation of the user. The analysis of the results was through the categorization of data, using the calculation of frequency of responses. With regard to the consideration of suggestions for improvements identified by users using the content analysis. The survey results showed a trend of satisfaction of these pupils ranked among the categories, "Somewhat satisfied" and "Satisfied" that indicates the need to implement some improvements so that in the future these users understand the "Very Satisfied" highlighting their expectations and needs have been overcome.Therefore, it is suggested to be adopted a results oriented management with citizen focused services, so that the users ' expectations exceed FUP regarding the provision of public services. It is concluded that the Organization studied need to raise the level of satisfaction of users in attendance. In addition, it is needed to improve, generating changes and adjustments, deploying, corrective actions and continuous improvement not only in your services as well as their customer service processes to achieve levels of excellence.
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Aguiar, Nuno Filipe Pedra de. "O modelo de gestão da qualidade CAF (estrutura comum de avaliação): o papel da liderança." Master's thesis, Instituto Superior de Ciências Sociais e Políticas, 2010. http://hdl.handle.net/10400.5/3015.
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Dissertação de Mestrado em Gestão e Políticas PúblicasNuma noção de administração pública cada vez mais ligada aos princípios de gestão da qualidade, a presente monografia pretende reflectir sobre o modelo denominado por Estrutura Comum de Avaliação (Common Assessment Framework – CAF), mais propriamente do contributo da Liderança para a implementação desta ferramenta. Com esse intuito realizamos um estudo de caso sobre a implementação desta ferramenta na Direcção Regional da Administração Pública e Local da Vice-Presidência do Governo Regional da Região Autónoma da Madeira. Temos como objectivo descrever e entender em que medida se relacionam o factor Liderança com a implementação da CAF. Para o efeito descrevemos num primeiro momento a regularidade do fenómeno, seguido do entendimento desse mesmo a partir da realização de entrevistas e questionários a informadores qualificados. Este estudo permitiu-nos concluir ser essencial existir por parte da Liderança uma relação de empenhamento, envolvimento e mobilização, fomentando a discussão, motivando, recolhendo ideias, discutindo acções e comunicando objectivos, desde a concepção até à aplicação efectiva das áreas de melhoria encontradas.
The present monograph aims to reflect and analyze the quality management model named as CAF (Common Assessment Framework), relating it with the paper of the Leadership in the process. The study of case that we present here it was the result of the implementation of CAF in Regional Directorate for Public and Local Administration of the Regional Government of the Autonomous Region of Madeira. We aim to describe and understand the relation between the Leadership factor with the CAF implementation. For the effect, we describe the regularity of the phenomenon supported by questionnaires and interviews to the qualified informers. Looking to clarify all the process, we have made interviews to the Leadership and the collaborators involved in the process. This study concludes that it is essential a relation of engagement, involvement, mobilization, fomenting the discussion, motivating, collecting ideas, arguing goals, from the Leadership, since the conception until the effective application of the model.
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Duarte, Aida Fernanda. "A gestão da qualidade e a gestão contabilístico-financeira dos centros de novas oportunidades através do modelo de auto-avaliação da Common Assessment Framework." Master's thesis, Universidade de Évora, 2010. http://hdl.handle.net/10174/21044.
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O presente trabalho de investigação tem por objectivo avaliar a qualidade da gestão dos Centros de Novas Oportunidades (CNO). Mais especificamente, devido às características peculiares de financiamento dos CNO - transferência por conta do Orçamento do Estado e subsídios da União Europeia, sugerimos que a qualidade da gestão no sector financeiro é determinante para um desempenho de sucesso e sustentável. Nesta sequência, o projecto desenvolve-se em dois níveis: no primeiro, é realizada uma avaliação genérica da qualidade da gestão dos CNO através da análise dos critérios de meios da metodologia CAF e para o efeito é aplicado um questionário de diagnóstico aos Directores e/ou Coordenadores e outro aos Colaboradores do CNO. A escolha deste modelo deveu-se ao facto de haver orientações por parte da Agência Nacional para as Qualificações (ANQ) para que os CNO passassem a ter, como prática comum, a auto-avaliação da actividade Novas Oportunidades A avaliação do CNO feita pelo Director/Coordenador e pelos Colaboradores em relação a alguns critérios permitiu-nos averiguar que estes Centros ainda têm um longo caminho a percorrer até atingir a excelência. No entanto, pode-se dizer que o objectivo inicial deste estudo foi atingido, pois os responsáveis e colaboradores têm a mesma percepção da qualidade do serviço que prestam e do CNO que representam, com excepção para alguns itens que são possíveis de melhorar, nomeadamente a divulgação da Missão, da Visão, dos Valores e do Plano Estratégico de Intervenção (PEI) do CNO às outras partes interessadas. No segundo nível, e por se reconhecer que a gestão contabilístico-financeira é crucial e estratégica numa organização, sobretudo no que respeita à sua sustentabilidade, é avaliado o grau de qualidade organizativa contabilístico-financeira dos Centros com base no modelo de auto-avaliação da CAF. A metodologia de investigação adoptada é o estudo de caso. O estudo de caso foi suportado na análise de Instrumentos de Gestão Contabilístico-Financeira, como o Relatório e Contas do ano de 2003 até ao ano de 2009. Foram definidas medidas de qualidade, baseadas nas que a ANQ e o Gestor do Programa utilizam para análise do projecto, acrescentando outras que consideramos pertinentes para este estudo. Deste estudo, conclui-se que o Centro sabe identificar quais as acções de melhoria que precisa implementar e promover uma boa gestão dos instrumentos financeiros na condução dos destinos a que se predispuseram. – ABSTRACT: Quality Management and Accounting and Financial Management in the Centers for New Opportunities under Model of Common Assessment Framework. The research Project that we have engaged aims to evaluate the quality of the management system of the Centres for New Opportunities (CNO). ln addition, due to the peculiar financing system of the CNO - Government transfers and European Union subsidies, we suggest that the quality of the financial system determines the performance and the sustainability of the CNO. Therefore, in the project we have carried out are two folded. The first one is the general evaluation of the management system of the CNO. The empirical research was based on the set of criteria of means of the Common Assessment Framework (CAF) of the EFQM and questionnaires were administered to the managerial staff and collaborators of the CNO. The choice for CAF as our working model was made under the recommendation of the National Agency for Qualifications that all CNO should practice a self-assessment of their qualifying activities. Our findings tell us that the CNO still have a long way to go in order to achieve the excellence. A very positive point is that both managerial staff and co-workers are quite conscious about the quality of service they should provide to their clients and the importance about their role in their own organization. Some points could be easily improved such as providing a clear communication to the organization about their Mission, Vision, Values and Strategy and, furthermore, to the stakeholders in general. The second and most essential part of our work was to evaluate the quality of the accounting and financial system of a CNO. A good accounting and financial management is a guarantee of good performance and long term sustainability. The methodology adopted was case study. The case study was mostly supported by the analysis of deployment of financial instruments and reporting document from 2003 to 2009. Some measures of quality were identified and evaluated and we could conclude the studied CNO was able to select the adequate projects to proceed with and provided a good governance of financial instruments.
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Ropio, Marta Alexandra Serra Marques Bicho. "Avaliação pela aplicação do modelo CAF nos departamentos curriculares de uma escola secundária." Master's thesis, Universidade de Évora, 2009. http://hdl.handle.net/10174/20821.
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Uma das condições que mais influencia a competitividade entre instituições é a qualidade educativa. As capacidades profissionais necessárias à sociedade obrigam a uma necessária medição da qualidade na educação, no sentido do investimento na melhoria contínua para o atingir da excelência. O modo como está constituído e escola pública e o sistema de educação, não permitem dar resposta às contínuas solicitações que lhes são colocadas, do mesmo modo que o fizeram, quando enfrentaram profundas alterações à educação pública no século passado. Esse aspecto levará a um falhanço global da Escola, com consequências terríveis para a educação pública. As Direcções das Escolas e os Coordenadores de Departamento devem preparar-se e adquirir competências que lhes permitiram fazer face aos novos desafios que a Escola enfrenta. A Qualidade da educação pública depende do modo como directores e líderes intermédios lidarem com o conceito de Qualidade e com as ferramentas que utilizam para que a possam medir. Hoje em dia, a qualidade deve se medida e vista como uma vantagem competitiva. O uso de uma ferramenta de autoavaliação, desenvolvida no espaço europeu, Common Assessment Framework - CAF, originária na European Foundation for Quality Management (EFQM), e que estabelece várias dimensões, vai no sentido da promoção da Gestão da Qualidade Total. Este aspecto reforça a ideia de que estamos a enfrentar uma filosofia de integração relativa à qualidade e, ao mesmo tempo reflecte a lógica da relação entre objectivos e resultados. Este estudo pretende dar uma nova perspectiva da importância das lideranças intermédias nos Departamentos Curriculares da Escola Secundária em estudo. O seu objectivo é dar uma imagem da percepção que os colaboradores - professores - do Departamento Curricular a que pertencem através da aplicação da CAF e, ao mesmo tempo, entender o enquadramento estrutural da escola, se no sentido da Burocracia Profissional ou, por outro lado da Adhocracia. - ABSTRACT: One of the conditions that most influences the competitivness among institutions of education is quality. As society increasingly demanding in terms of professional skills it is necessary to measure and assess the quality of education through continuous improvement to achive excellence. Public schools and school systems as they are presently constituting, are simply not led in ways that enable them to respond to the increasing demands they face under standarsbased reforms the way they have responded to other attempts at broad scale reform of public education over the past century, they will fail massively and visibly, with an attendant loss of public confidence and serious consequences for public education. School leaders, principals or department leaders must be prepared to achive all kind of technical tools to face the new challenges of educational organization. The Quality of public education depends on the ways schools, top and intermediate leaderships deal with the concept of quality and with the tools they use to measure and achived it. Currently, the quality must be measured and seen as competitive advantage. The use of a tool for self-evaluation of quality, developed at EU level, The Common Assessment Framework (CAF), has its origin on European Foundation for Quality Management (EFQM) which defines and establishes the several dimensions that constitutes the Total Quality Management, reinforcing the idea we were facing an integrate philosophy and, at the same time, shows the logic connection between enablers and results. This study pretends to give a new approach to the importance of intermediate leaderships in a Secondary School Departments. It is a case study of a Portuguese Secondary School and it aims to know what is the school and department perception of collaborators (teachers), in several points of the enablers and to get the degree of teacher's work satisfaction as well it tries to understand if the present concept of school structure is a maintenance of a burocratic system or, on the other hand, it tries to approach the mintzeberguian adhocratic system.
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Kozlová, Martina. "Moderní trendy v řízení veřejné správy." Master's thesis, Vysoká škola ekonomická v Praze, 2006. http://www.nusl.cz/ntk/nusl-16354.
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The Thesis analyses modern trends in the management of Public Administration in Czech Republic. The reforms and changes in Public Administration are supported by the implementation of management tools and tools focused on quality of Administration. These tools, including elements of corporate governance and some principles of private sector market, aims to improve and make the Public Service more effective. New Public Management (NPM) can be considered as a general name for the tools and for the concept of the Management of Public Administration, in particular meaning the principles of Process Management, the Balanced Scorecard (BSC), Benchmarking, the Common Assessment Framework and other methods and tools based on the models of TQM and EFQM. The practical part of the thesis contains the surveys and evaluation of the efficiency of the above mentioned models by the Regional Authority and selected municipalities, including their strengthts and weaknesses.
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Nascimento, Fabio Redin do. "AVALIAÇÃO INSTITUCIONAL DE IES: REFLEXÕES SOBRE COMPATIBILIDADE DE TRÊS MODELOS DE AUTO AVALIAÇÃO SINAES, FNQ e CAF." Universidade Federal de Santa Maria, 2013. http://repositorio.ufsm.br/handle/1/8277.
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The Common Assessment Framework (CAF or Commom Assessment Framework), used in the education sector in European countries and the assessment tool of the National Quality Foundation (FNQ) named Model Management Excellence (MEG) used in public and private organizations in Brazil are assessment models of organizational performance, specially developed to help organizations apply the techniques of Total Quality Management (TQM) in order to better their performance levels and their management. However, the study lies in the general assessment of the quality management of Higher Education Institutions (HEIs) in Brazil based on the external evaluation component of the National Higher Education Evaluation (SINAES). Had the motivation to empirical perception about the difficulties that, in general, undergraduate courses face in adopting a system of quality management and implementation of a system with features evaluative management and continuous improvement. This thesis aims to propose the integration of Model Management Excellence Foundation National Quality - FNQ with the Common Assessment Framework - CAF, making a conversãoBrasil / Europe. Using the method of action research as directed qualitative research strategy, the study sought to reconcile the two models and processes your criteria with indicators of the National Assessment of Higher Education SINAES, generating a guidance booklet called SIMECA. This work will serve as support to managers of undergraduate seeking quality assurance and support for the IES rumen toward excellence, fulfilling the main objective of this work. For future research, it is recommended to deepen, through case studies, the study demonstrated the application.A Estrutura Comum de Avaliação (Commom Assessment Framework ou CAF), usada no setor da educação em países europeus e o instrumento de avaliação da Fundação Nacional da Qualidade (FNQ) denominado Modelo de Excelência da Gestão (MEG) utilizada em organizações públicas e privadas do Brasil são modelos de avaliação de desempenho organizacional, especialmente desenvolvidos para ajudar as organizações aplicarem as técnicas da Gestão da Qualidade Total (TQM) a fim de melhorar os seus níveis de desempenho e da sua gestão. Contudo, o estudo situa-se no quadro geral da avaliação da gestão da qualidade das Instituições de Educação Superior Privada (IESP) no Brasil tendo como base o componente de avaliação externa do Sistema Nacional de Avaliação da Educação Superior (SINAES). Teve como motivação a percepção empírica acerca das dificuldades que, de modo geral, as IES enfrentam na adoção de um sistema de gestão da qualidade e na implementação de um sistema avaliativo com características gerenciais e de melhoria continua. A presente dissertação visa propor a integração do Modelo de Excelência da Gestão da Fundação Nacional da Qualidade FNQ com a Estrutura Comum de Avaliação CAF, fazendo uma conversão Brasil / Europa. Com a utilização do método de pesquisa qualitativa direcionada como estratégia de pesquisa, o trabalho buscou a compatibilização dos dois modelos e seus critérios processos com os indicadores do Sistema Nacional de Avaliação da Educação Superior SINAES, gerando uma cartilha de orientação denominada SIMECA. O presente trabalho servirá como apoio aos gestores educacionais que buscam a garantia da qualidade além do suporte para que as IES rumem em direção da excelência, cumprindo o objetivo principal deste trabalho. Para futuras pesquisas, recomenda-se aprofundar, por meio de estudo de casos, a aplicação do estudo demonstrado.
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Ferreira, Isabel Maria de Freitas Soares. "Qualidade dos serviços públicos: auto-avaliação organizacional através da Common Assessement Framework (CAF)." Master's thesis, Universidade de Aveiro, 2007. http://hdl.handle.net/10773/3367.
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Mestrado em Gestão PúblicaNos termos do quadro de referência para a implementação dos processos de mudança da Administração Pública Portuguesa, o Sistema Integrado de Avaliação do Desempenho (SIADAP) estabelece um conjunto de princípios orientadores, assinaladamente, a orientação para resultados, combinando uma perspectiva integrada de avaliação expressa na vertente da avaliação das pessoas e na vertente avaliação dos serviços e organismos, contemplando, neste último caso, os processos de auto-avaliação. Em matéria de mecanismos de auto-avaliação organizacional, durante a Presidência Portuguesa da União Europeia, em 2000, na reunião dos Directores Gerais das Administrações Públicas da UE, assiste-se à aprovação da Common Assessment Framework (CAF) e ao compromisso em desenvolver esforços para divulgar e promover a sua utilização nos respectivos países. De acordo com os resultados do estudo The use of the Common Assessment Framework in European Public Administration, realizado pelo European Institute For Public Administration, cujas conclusões foram apresentadas em Novembro de 2003, estimou-se que a Common Assessment Framework tenha sido aplicada em cerca de 500 organizações de 22 países europeus. O estudo revela a este nível uma fraca participação das organizações públicas portuguesas, expressa entre seis e dez casos de aplicação, em parte reflexo de uma fraca cultura de avaliação de desempenhos. Nesta decorrência, o presente estudo visa dar um contributo para a compreensão da aplicação do modelo da Common Assessment Framework e seus efeitos na prestação de melhores serviços. Este trabalho visa reflectir sobre um estudo de caso da forma como os Serviços Administrativos de uma Escola Superior de Gestão, pertencente a uma Instituições de Ensino Superior Público Politécnico, aplicaram a Common Assessment Framework, constituindo um observatório de ensaio da metodologia, retirando daí os inputs necessários à sua aplicação noutro contexto organizacional. ABSTRACT: In the terms of the reference board for implementation of the changing processes on Portuguese Public Administration, the Integrated System of Performance Assessment (SIADAP) establishes an orientating principles set, appointedly, the orientation for results, combining an integrated perspective of expressed evaluation in the field of people´s evaluation and even services and organisms evaluation, considering, in last case, the self-evaluation processes. Speaking about self-assessment organizational mechanisms, during the Portuguese Presidency of European Union, in 2000, in UE General Directors of the Public Administrations meeting, the Common Assessment Framework (Caf) was approve and we attended to a commitment in developing efforts to disclose and promote its use in the respective countries. According to results of the - The study use of the Common Assessment Framework in European Public Administration, achieved by European Institute for Public Administration, whose conclusions had been presented in November of 2003, were value that the Common Assessment Framework has been applied in about 500 organizations of 22 European countries. The study shows at this level a weak participation of the Portuguese public organizations, expressed by the lowest number of application cases - six to ten, in part as a reflex of a weak culture of performances evaluation. As a result, the present study tends to help on a better understanding of Common Assessment Framework application and its effect in a best service lending. This work aims to ponder on a case study about the way as the Administrative Services of a Superior School of Management, belonging to an Institution of Technical Public Superior Education, had applied the Common Assessment Framework, constituting an observatory of the methodological essay, removing from it the necessary inputs to its application in another organizational context.
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Pavlík, Marek. "Moderní přístupy v řízení organizací veřejné správy se zaměřením na projekty partnerství veřejného a soukromého sektoru." Doctoral thesis, Vysoká škola ekonomická v Praze, 2007. http://www.nusl.cz/ntk/nusl-163054.
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This thesis is dedicated to modern management approaches to Public Sector organizations with a special focus on projects of Public Private Partnership. This topic is one of the latest issues not only in the Czech Republic but also in numerous European countries. The public sector and its organizations are going through total modernization in these countries. This results in higher quality and more effective Public Services for citizens. I view this problem from 2 perspectives and ask the following questions which reflect the main hypothesis of this thesis: which modern approaches (tools, methods) are the most often used (intended to be used) including their contributions to higher quality and more effective management of organizations of municipalities in the Czech Republic, how is the principle of Public Private Partnership perceived and used in organizations of municipalities in the Czech Republic (Water sector) including barriers which hinder its use. It has been proven that for achieving higher quality and more effective results in the Public Sector, it is not only suitable but even systematically necessary to use modern tools of organization and management. These tools are nowadays commonly applied in the Public Sector. At the same time it has also been proven that Public Private Partnership can significantly support management in the Public Sector through its own implementation of modern tools. Further widening the use of modern tools of management and cooperation between the Public and the Private Sector is sustained through the spreading of knowledge. This is based on sharing ?good praxis?, transparent legislation and appropriate (procedural) methodology for implementation.
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Carrancho, Ana Patrícia da Silva. "O modelo common assessment framework: estudo de caso." Master's thesis, Universidade de Aveiro, 2011. http://hdl.handle.net/10773/8738.
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Mestrado em Contabilidade e Administração PúblicaJá muito se escreveu e dissertou acerca da qualidade e modernização nos serviços públicos. O presente trabalho assenta sobre a qualidade nos serviços públicos, nomeadamente a sua evolução por via da modernização administrativa, visto que não se pode falar de qualidade na administração pública sem referir a modernização administrativa, uma vez que muito do que se fez em termos de qualidade nos serviços públicos advém das diversas reformas implementadas pelos Governos. Além do mais, convém frisar que, após a revisão bibliográfica realizada, concluiu-se que o conceito de qualidade varia consoante a época analisada. Seguidamente a questão que se coloca é: como medir a qualidade nos serviços públicos? Face a esta questão foi apresentado um modelo que poderia suprir este fim, o Common Assessment Framework. Com este modelo tornase possível obter um diagnóstico da organização por meio da autoavaliação. Modelo criado sob a égide dos Diretores- Gerais das Administrações Públicas, já teve duas versões anteriores à atual. A sua versão piloto foi apresentada em maio de 2000, durante a 1ª Conferência da Qualidade das Administrações Públicas da União Europeia, realizada em Lisboa e em 2002 foi apresentada uma nova versão. A versão atual – que resultou da experiência da aplicação do modelo nos países da Europa – foi apresentada durante a 4.ª Conferência para a Qualidade das Administrações Públicas da União Europeia, que aconteceu na Finlândia, em 2006. A metodologia aplicada neste trabalho foi o estudo de caso por via da investigação exploratória, isto é, foi aplicado o modelo Common Assessment Framework a três divisões de uma Instituição do ensino superior público. O estudo do caso pretende demonstrar a aplicação do modelo, em contexto real e servir de exemplo para situações do mesmo tipo, tendo sido realizado uma apurada e exaustiva revisão bibliográfica sobre este tema de forma a sustentar a subsequente parte empírica do nosso trabalho. Para terminar, apenas temos a indicar que o modelo Common Assessment Framework é um instrumento muito útil de autoavaliação, cujos resultados conferem um diagnóstico amplo da organização, que pode levar a ações de melhoria e ainda servir de base para redefinição dos objetivos estratégicos da entidade.
A lot has been said and written about the quality and modernization of the public setor. This work is about the quality of the public setor, namely its evolution through administrative modernization. Thus, the question that comes to our minds is: how should the quality in the public setor be measured? To answer this question some models have been presented, yet, the one chosen to be developed in empirical terms was the Common Assessment Framework. With this model, it became possible to obtain a diagnosis of the organization through selfassessment. It was created under the aegis of the General Directors of Public Administrations, and it has had two versions prior to the present one. The pilot version of CAF was presented in May 2000, during the 1st Conference of Quality of Public Administration of the European Union, held in Lisbon, and in 2002, a new version was presented. The current version resulted from the experience of the application of the new model in the European countries and was presented during the 4th Conference for Quality of the Public Administration of the European Union, which took place in Finland, in 2006. The methodology used was the case study through exploratory investigation, which means that the mentioned model was applied to three sectors of a public university. The study of the case has the aim of demonstrating the application of the model in real context and to be used as an example for the same type of situation. After the bibliographic revision and the study of the case, it can be concluded that the concept of quality changes according to the time that it is analysed. We cannot talk about quality in public administration without referring to administrative modernization, since a lot of what has been done as far as quality is concerned in the public setor, is an outcome of several reforms implemented by the Governments. The model is considered a very useful instrument of selfassessment. Its results show an extensive diagnosis of the organization, which can lead to actions of improvement and be the basis for the redefinition of the strategic goals of the entity.
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Browning, Tessa-Marie. "The common assessment framework for supporting families : an educational perspective." Thesis, University of Birmingham, 2014. http://etheses.bham.ac.uk//id/eprint/5110/.
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In the early 1990s the Common Assessment Framework came into being. Its purpose was to assist agencies to work together to provide early support for children and their families with an increasing range of needs. After examining how this framework evolved, this thesis explores how it is utilized in education. Through interviews with Lead Professionals in schools, policy makers and those in Local Authority roles, it finds that schools are responsible for complex decisions relating to what, and if, support is provided. This is because other agencies are placing the onus on them, some even charging the school if they attend meetings or support children in their care. For schools, the ability to provide early help is now increasingly about cost and the resources available in a community in which cuts are having significant impacts. The insights gained challenges the model stating that all agencies are obliged to support children through the CAF. It highlights strengths and weaknesses of the CAF process, together with sources of support available to schools. Through this, it provides a new model from an educational perspective, illustrating challenges that school leaders face, and explores ways in which the CAF process may be improved.
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Nethercott, Kathryn. "Understanding the use of the Common Assessment Framework : exploring the implications for frontline professionals." Thesis, University of Bedfordshire, 2013. http://hdl.handle.net/10547/556347.
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Current legislation, within England, states that local authorities should provide services for all those families in need, while also setting thresholds for access to these services. However, research has identified that regardless of the introduction of strategies to identify need and enhance family support, on-going barriers to services remain. This study took a social constructionist approach to explore professionals’ experiences of the use of the Common Assessment Framework form and multiagency working. Data were collected in four different local authorities in the South East of England, in two phases: phase one February 2011 to February 2012, phase two July to September 2014. Phase one was intended to focus on the experiences of both professionals and families in one Local Authority (LA). However, as a result of a difficulty in accessing families the research was refocused to professionals’ experiences and use of the CAF alone. Phase two was extended to three further LAs. Forty one professionals, from a variety of agencies, took part in semistructured interviews individually or in a group. Data were analysed utilising thematic analysis (Braun & Clarke 2006). Conclusions are from a small scale study and so cannot be generalised. However, findings suggested professional use of the CAF was dictated by local authority policy. Two issues emanated from this. Firstly, as the local authorities adopted the policy of utilising the CAF as a referral mechanism, rather than for its intended purpose, to assess needs, professionals perceived the CAF form as a referral tool, rather than an assessment tool. Secondly, the range of professionals utilising the CAF was diverse. This diversity necessitates suitable training to accommodate the various professionals and their backgrounds. However, in this study, such training was largely lacking. Additionally professionals found multi-agency working, required by the CAF process, problematic, time consuming, and onerous. However, experienced and knowledgeable professionals were seen to utilise creative ways in which to successfully navigate the ‘referral process’. A further finding of the study is that there were key differences in regard to the ways in which diverse professional groups view safeguarding for adolescents. Recommendations for future research, policy and local authority use of the CAF form have been made.
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Lucas, Steven. "Service users' experiences of multi-agency practice in children's social care : the Common Assessment Framework." Thesis, University of Nottingham, 2016. http://eprints.nottingham.ac.uk/33700/.
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This thesis examines the agency and experience of children, young people, and their parents, participating in multi-agency assessment in a children’s services early intervention process. The Common Assessment Framework (CAF) was introduced as a national pilot and widely adopted in England in the past decade. Research has examined the professional practice and systemic factors around the implementation of the CAF, but there is very little investigation of service users’ experiences that considers the agency and perspectives of service users as partners in the process of early help. This qualitative study was accomplished in one local authority site in the midlands of England, where 12 families, including 7 young people and 16 carers, were interviewed. To explore service users’ experiences of multi-agency working, semi-structured interview schedules and free drawn charts and graphs of CAF activity were employed. In order to make sense of service users’ agency and participation in this setting, a methodological approach informed by actor-network theory and Foucauldian governmentality, was adopted. The empirical findings of the research demonstrated the relative exclusion of children and young people from the main elements of the CAF process. This lack of active participation is analysed as a response to the prevailing model of childhood as an incompetent and vulnerable stage of ‘becoming adult’. The participation of adults in the CAF was found to engage a more active human agency, although a diverse range of experiences was found. Parents, who responded to a perceived ’bad parent’ critique from practitioners, assembled a heterogeneous set of actors, including discourse, knowledge from service user sources, and personal skills in working with different organisations, in order to construct an active service users’ identity. The thesis concludes with reflection on service users’ agency and participation and makes some policy recommendations and suggestions for further research.
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Williges, Esther S. G. "Steuerverwaltung in Polen : eine europäische Verwaltung? [gekürzte Fassung]." Universität Potsdam, 2008. http://opus.kobv.de/ubp/volltexte/2009/2931/.
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Dieses Forschungspapier fasst die zentralen Ergebnisse entsprechenden Diplomarbeit zur Steuerverwaltung in Polen zusammen. Die zentrale Fragestellung lautet, wie sich diese spezifische öffentliche Verwaltungsstruktur im Zuge der Transformation und des Beitritts zur Europäischen Union entwickelt hat und inwiefern sie heute europäischen Standards entspricht.
Da es der EU in dem Bereich an Kompetenzen mangelt, besteht kein einheitliches europäisches Modell der Steuerverwaltung, an dem die polnische zu messen wäre. Die Autorin nutzt das im Rahmen der Europäisierungsforschung entwickelte Konzept des Europäischen Verwaltungsraums, um die aktuelle Gestalt der polnischen Steuerverwaltung unter Berücksichtigung verbindlicher Vorgaben der EU und deren Aktivitäten im Beitrittsprozess analysieren zu können. Ob es eine spezifisch europäische Steuerverwaltung gibt, wird anhand von Daten der OECD mit einer Clusteranalyse ausgelotet werden.
Schließlich wird Polens Verortung in den differenzierten Steuerverwaltungswelten ermittelt. Desweiteren analysiert die Autorin die Verbreitung des Common Assessment Frameworks in den Steuerverwaltungen in den Staaten Mittelosteuropas thematisiert. Eine eigene Umfrage bei den polnischen Finanzämtern bringt mehr Klarheit über die Nutzung des CAF in der polnischen Steuerverwaltung.
Schließlich ermittelt die Autorin mittels eines semantischen Differentials das Image der polnischen Steuerverwaltung in Deutschland und vergleicht dieses mit dem Selbstbild der deutschen Steuerverwaltung. In einer Schlussbetrachtung werden die Ergebnisse der verschiedenen Untersuchungen zusammengeführt. Die Antwort der Autorin auf die aufgeworfene Frage nach dem europäischen Charakter der polnischen Steuerverwaltung ist verhalten optimistisch.This research paper is including the central findings of the diploma thesis diploma about the fiscal administration in Poland. The central question is, how this specific public administrative structure developed in the course of the transformation process and the entry to the European Union and to what extent it corresponds today to European standards. Since the European Union has only few competencies in this field, no uniform European model of the fiscal administration exist, at which the Polish fiscal administration would be measured. The author uses the concept of the European administrative space, in order to be able to analyze the current shape of the Polish fiscal administration with special consideration of obligatory defaults of the European Union and their activities during the entry process. Whether there is a specifically European fiscal administration will be find out, on the basis of data of the OECD with a cluster analysis. Finally, Poland’s place in the different fiscal administration worlds is determined. Further the author analyzes the spreading of the Common Assessment Frameworks in the fiscal administrations in Central Eastern European Countries. Its own inquiry with the Polish tax offices brings more clarity over the use of the CAF in the Polish fiscal administration. Finally the author determines the image of the Polish fiscal administration in Germany by means of a semantic differential and compares this with the self-image of the German fiscal administration. In a final consideration the results of the different findings are connected. The answer of the author to the raised question about the European character of the Polish fiscal administration is with restraint optimistic.
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Sheehan, Susan. "Self-assessment and the common European framework of reference for languages : learning teaching assessment : a case study of the implementation of self-assessment with adult learners of English." Thesis, University of Bristol, 2007. http://hdl.handle.net/1983/6d0dcec4-7fca-4378-a046-74ed7b113b67.
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This dissertation is concerned with a conceptual analysis and an empirical investigation of how self-assessment is construed by students, teachers, and institution managers in an English as a Foreign Language (EFL) setting. The conceptual analysis is made by a review of the relevant literature. The empirical work is based on a case study approach to research and focuses on an institution in Italy offering EFL courses for adult students. A multiple methods approach was adopted to investigate the problem and these included the use of focus groups, questionnaires, student compositions, direct classroom observations and a search of the Institution's documents relating to self-assessment and the Common European Framework of Reference for Languages: Learning, teaching, assessment (CEFR). Data were collected in three stages at intervals over a period of nine months.
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Silveira, Ana Sofia Canastreiro. "Gestão da qualidade na administração pública. A utilização da ferramenta Common Assessment Framework nos municípios portugueses - estudos de caso." Master's thesis, Universidade de Évora, 2011. http://hdl.handle.net/10174/14034.
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As expectativas e exigências crescentes dos cidadãos face aos serviços públicos introduziram uma nova orientação no processo de reforma e modernização administrativa na Administração Pública. Os normativos que regulam a modernização da Administração Pública têm vindo a ser encarados como veículo para alcançar essas metas. É neste contexto, que diversas abordagens à qualidade, como a Common Assessment Framework (CAF), surgem essencialmente direccionadas para a Administração Pública, com o fim de promover a melhoria contínua dos serviços. Assim, o presente estudo tem como objectivo geral identificar a importância que os Municípios Portugueses atribuem à qualidade dos serviços prestados e analisar a sua relação com a adopção e implementação da CAF. Neste estudo, com dados de três municípios, é feita uma análise do processo de implementação da CAF no Município de Cantanhede e no Município do Porto e um diagnóstico de satisfação dos colaboradores da Divisão Administrativa e Financeira do Município de Campo Maior. Os resultados obtidos permitem por um lado, afirmar que a qualidade não é uma realidade concreta nos Municípios Portugueses e por outro lado, proporcionar sugestões de melhoria para o Município de Campo Maior alcançar o caminho em direcção à excelência; ABSTRACT: Citizen’s growing expectations and demands towards public services introduced a new orientation in the process of administrative reform and modernization. The normative that govern the modernization in the Public Administration have been seen as a vehicle to reach those targets. In this context, various approaches to quality, as the Common Assessment Framework (CAF), arise, mainly targeted to the Government, in order to promote continuous improvement of the services. Thus, this study aims to identifying the importance that the Portuguese Municipalities attributed to the quality of services and analyze its relationship with the adoption and implementation of the CAF. This work, with data from three counties, is an analysis of the process of implementing the CAF in the Municipality of Cantanhede and the Municipality of Porto, presenting a diagnosis of employee satisfaction of Administration and Finance Division of the Municipality of Campo Maior. The results obtained on the one hand, support that quality is not a concrete reality in Portuguese Municipalities and on the other hand, provide suggestions for improvement in the municipality of Campo Maior reach the path towards.
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Olsson, Martin. "Assessing oral skills : A study comparing the Swedish and Norwegian English syllabi with the Common European Framework of Reference." Thesis, Linnéuniversitetet, Institutionen för språk (SPR), 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-57078.
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This is a comparative study of the Swedish and Norwegian syllabi for English for the minimum courses required in order to be allowed to apply for university courses in both countries. The study focuses on the assessment of oral production and what guidelines teachers and students are provided with in order to know what is to be assessed. As a reference point while comparing, the Common European Framework of Reference has been used as a framework for this study. The comparison has been done solely in a text-oriented manner, comparing both of the syllabi with the reference document. In the conclusion, the results drawn from this comparison will be put against each other in order to see any differences between the two syllabi and the ways in which they have interpreted the reference document. The conclusion was that both of the syllabi were largely inspired by the reference document and so turned out to be very similar in many aspects within oral proficiency assessment, as well as there were some aspects where they were quite different. The most obvious of these were the aspect of descriptors of different grade levels which was an aspect where all three documents differed in some manner, the Norwegian syllabus being the document that was least alike the two other documents.
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Bond, Anders, and Nils Påhlsson. "A Quantitative Evaluation Framework for Component Security in Distributed Information Systems." Thesis, Linköping University, Department of Electrical Engineering, 2004. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-2410.
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The Heimdal Framework presented in this thesis is a step towards an unambiguous framework that reveals the objective strength and weaknesses of the security of components. It provides a way to combine different aspects affecting the security of components - such as category requirements, implemented security functionality and the environment in which it operates - in a modular way, making each module replaceable in the event that a more accurate module is developed.
The environment is assessed and quantified through a methodology presented as a part of the Heimdal Framework. The result of the evaluation is quantitative data, which can be presented with varying degrees of detail, reflecting the needs of the evaluator.
The framework is flexible and divides the problem space into smaller, more accomplishable subtasks with the means to focus on specific problems, aspects or system scopes. The evaluation method is focusing on technological components and is based on, but not limited to, the Security Functional Requirements (SFR) of the Common Criteria.
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Pelc, Michal. "Management ve veřejné správě." Master's thesis, Vysoká škola ekonomická v Praze, 2007. http://www.nusl.cz/ntk/nusl-2240.
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Cíl diplomové práce spočíval v nástinu podmínek a prostředí pro implementaci systémů managementu jakosti ve veřejné správě ČR. Při objasňování tohoto cíle bylo využito východisek z dostupných literárních pramenů, praktických zkušeností s implementací Úřadu městské části Prahy 7 a také vlastního výzkumu. Systémy managementu kvality tvoří ucelené přístupy k rozvoji organizace formou obecných doporučení, jak skutečného růstu kvality poskytovaných statků či služeb dosáhnout. Aplikaci standardizovaných metod je třeba přizpůsobit individuální organizaci vzhledem k předmětu její činnosti a vytýčeným cílům. Veškeré přístupy jsou vždy pouze nástrojem a pomůckou, jenž při správném využití dokáží napomoci ke zkvalitnění a zefektivnění řízení. V současné době je implementace přístupů ke kvalitnímu řízení veřejné správy v ČR dobrovolná a každá veřejná instituce/úřad si jej může zvolit, dle vlastního uvážení. Při dostatečné publicitě a prezentaci, by v budoucnu mohly systémy managementu kvality v očích veřejnosti působit jako určitá záruka poskytovaných statků a služeb.
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Munir, Rashid. "A Quantitative Security Assessment of Modern Cyber Attacks. A Framework for Quantifying Enterprise Security Risk Level Through System's Vulnerability Analysis by Detecting Known and Unknown Threats." Thesis, University of Bradford, 2014. http://hdl.handle.net/10454/14251.
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Cisco 2014 Annual Security Report clearly outlines the evolution of the threat landscape and the increase of the number of attacks. The UK government in 2012 recognised the cyber threat as Tier-1 threat since about 50 government departments have been either subjected to an attack or a direct threat from an attack. The cyberspace has become the platform of choice for businesses, schools, universities, colleges, hospitals and other sectors for business activities. One of the major problems identified by the Department of Homeland Security is the lack of clear security metrics. The recent cyber security breach of the US retail giant TARGET is a typical example that demonstrates the weaknesses of qualitative security, also considered by some security experts as fuzzy security. High, medium or low as measures of security levels do not give a quantitative representation of the network security level of a company. In this thesis, a method is developed to quantify the security risk level of known and unknown attacks in an enterprise network in an effort to solve this problem. The identified vulnerabilities in a case study of a UK based company are classified according to their severity risk levels using common vulnerability scoring system (CVSS) and open web application security project (OWASP). Probability theory is applied against known attacks to create the security metrics and, detection and prevention method is suggested for company network against unknown attacks. Our security metrics are clear and repeatable that can be verified scientifically.
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Meyer, Estrada Fiona. "Exploring the impact of the European Language Portfolio, ELP (2001) in the Flemish Brussels context." Thesis, University of Bath, 2010. https://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.528110.
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The aim of this study originated with my role as a teacher wanting to research the impact of the European Language Portfolio, ELP, (2001) on a small group of minority language students, in Brussels’ Flemish region. In this exploratory case study, the European Language Portfolio (Spanish model) was administered to a small group of forty-five primary school students from the Bicultural Foyer Project in Brussels. In spite of the students’ positive attitudes towards this portfolio, the results suggest that the ELP has no validity for them because the Brussels’ Flemish educational community does not offer the appropriate conditions for a possible broader use of this portfolio. Belgium’s language policy environment, including its language policies, is the fundamental reason for the non-implementation of the European Language Portfolio.
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Muchnová, Julie. "Management kvality jako nástroj zvyšování efektivity municipalit." Master's thesis, Vysoká škola ekonomická v Praze, 2012. http://www.nusl.cz/ntk/nusl-163946.
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The aim of this thesis is to define methods and techniques of quality management as a tool for improving the efficiency of municipalities. The theoretical part deals with the concept of quality and its management, the European Union's attitude and the basic methods of quality management in municipalities. Especially, the method of the Common Assessment Framework (CAF) is discussed. Finally, the theoretical background characterizes the town of Sušice, its activity and the functional composition of the municipal authority in Sušice. In the practical part, the CAF model is implemented into the municipal authority in Sušice. It provides a report describing the results of self-assessment, information about the evaluation team, procedures and forms of assessment, and responses to the questions of the CAF model. The outcome includes the evaluation of individual criteria, the summary of results using the SWOT analysis and a draft of the improvement plan.
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López, Navas María Dolores. "COMPARATIVE STUDY OF TWO FOREIGN LANGUAGE EXAMINATIONS FOR UNIVERSITY ENTRY IN ENGLAND AND SPAIN." Doctoral thesis, Universitat Politècnica de València, 2012. http://hdl.handle.net/10251/18055.
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En esta tesis se analizan aspectos relacionados con exámenes de segundas lenguas de alto impacto (high-stakes). A diferencia de estudios anteriores, se trata de un trabajo de investigación comparativo que toma como referencia los contrastes y las similitudes que existen entre la PAU española y el sistema inglés de exámenes A-levels en relación a distintos aspectos. Por un lado, se presenta el tema desde una perspectiva histórica de la evolución de los exámenes de acceso a la universidad en cada país. Por otro, se hace un análisis en profundidad de aspectos clave de la evaluación como la validez del constructo, las características de las actividades o ítems y la fiabilidad.
El contraste entre dos realidades evaluadoras diferentes nos permite ilustrar los desaciertos del sistema español mediante una evaluación de los éxitos relativos al procedimiento de evaluación pre-universitario inglés. Además, al comparar la naturaleza de la prueba en España con un equivalente europeo, se pretende comprender la manera en la que la PAU puede ser mejorada en el futuro. Finalmente, en esta tesis presentamos una propuesta de cambios fundamentales y viables para la prueba de inglés en la PAU actual.López Navas, MD. (2012). COMPARATIVE STUDY OF TWO FOREIGN LANGUAGE EXAMINATIONS FOR UNIVERSITY ENTRY IN ENGLAND AND SPAIN [Tesis doctoral no publicada]. Universitat Politècnica de València. https://doi.org/10.4995/Thesis/10251/18055
Palancia
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Rakauskaitė, Martyna. "Viešojo sektoriaus organizacijų veiklos tobulinimas taikant bendrojo vertinimo modelį: Kauno rajono savivaldybės atvejis." Master's thesis, Lithuanian Academic Libraries Network (LABT), 2013. http://vddb.laba.lt/obj/LT-eLABa-0001:E.02~2013~D_20130621_114907-36592.
Full textAbstract:
Pirmojoje darbo dalyje atlikta Bendrojo vertinimo modelio taikymo viešojo sektoriaus organizacijose analizė teoriniu požiūriu: išnagrinėtas visuotinės vadybos kokybės principų taikymas didinant viešojo sektoriaus efektyvumą, kokybės vadybos metodų taikymas viešajame administravime, Bendrojo vertinimo modelio samprata ir struktūra.
Antrojoje darbo dalyje: išnagrinėtas Bendrojo vertinimo modelio taikymo Lietuvos viešojo sektoriaus organizacijose plėtra; išanalizuoti Bendrojo vertinimo modelio diegimo 2011 metais Kauno rajono savivaldybės administracijoje rezultatai; sudaryta Kauno rajono savivaldybės administracijos veiklos vertinimo pagal Bendrojo vertinimo modelio kriterijus metodika; atliktas Kauno rajono savivaldybės administracijos veiklos vertinimas pagal Bendrojo vertinimo modelio kriterijus; palyginti skirtingų metų Kauno rajono savivaldybės administracijos veiklos vertinimų pagal Bendrojo vertinimo modelio kriterijus rezultatai.
Trečiojoje darbo dalyje pateiktos silpnosios Kauno rajono savivaldybės administracijos veiklos sritys ir iš jų kylančios veiklos administravimo problemos, identifikuoti Kauno rajono savivaldybės administracijos veiklų valdymo hierarchiniai lygiai, pasiūlytas Kauno rajono savivaldybės administracijos veiklos tobulinimo planas.
Praktinė darbo reikšmė: identifikuotos Kauno rajono savivaldybės veiklos problemos. Nustatyta, jog Kauno rajono savivaldybės administracijoje nėra užtikrinta komunikacija tarp politinio – administracinio – vykdančiojo... [toliau žr. visą tekstą]In the first part of the work of the Common Assessment Framework of public sector organizations in terms of theoretical analysis: examination of general quality management principles to increase public sector efficiency, quality management methods in public administration, the Common Assessment Framework and the concept of structure. In the second part, examined Common Assessment Framework application Lithuanian public sector organizations in the development, to analyze the implementation of the Common Assessment Framework in 2011, Kaunas District Municipality results of up Kaunas District Municipality performance assessment under the Common Assessment Framework criteria methodology performed Kaunas District Municipality performance evaluation by Common Assessment Framework criteria to compare different years Kaunas district Municipality veiklosvertinimų from Common Assessment Framework test results. The third part of the weak Kaunas district municipality administration activities and their resulting performance management problems, identify the Kaunas District Municipality hierarchical management levels, the proposed Kaunas District Municipality performance improvement plan. Practical significance: Kaunas District Municipality identified performance problems. It was found that the Kaunas District Municipality does not guarantee communication between the political - administrative - operational level, it is a lack of administrative cooperation heads of structural divisions of... [to full text]
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Adolfsson, Helen. "Teaching, Testing and Assessment; an Interrelation of English as a Foreign Language - The Swedish National Test of English." Thesis, Högskolan i Halmstad, Sektionen för humaniora (HUM), 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:hh:diva-19353.
Full textAbstract:
The aim of this study was to investigate the interrelation between teaching, testing and assessment of English as a foreign language in the Swedish school system. The focus is on the Swedish National test of English, and teaching and assessment of English in Swedish schools. A comparison with the Cambridge testing system is part of the study which has given rise to questions regarding the validity and reliability of the Swedish National test of English. The study was carried out through qualitative questionnaires and interviews aimed at 5 English teachers working within the Swedish School system. The findings of the primary data suggest that the test is, with the exception of its marking procedures, regarded highly by the interviewees. The results of the interviews and questionnaires also suggest that the common factor between teaching, testing and assessment of EFL (English as a Foreign Language) in the Swedish school system appears to be the syllabus and, thus, indirectly, the Common European Framework of Reference (CEFR).
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Vaitkutė, Raminta. "ES vaidmuo, vystant gerą viešąjį valdymą Lietuvoje." Master's thesis, Lithuanian Academic Libraries Network (LABT), 2011. http://vddb.laba.lt/obj/LT-eLABa-0001:E.02~2011~D_20110608_113209-08365.
Full textAbstract:
Darbe apžvelgiamas Europos Sąjungos vaidmuo, vystant gerą viešąjį valdymą Lietuvoje. Aptariama gero viešojo valdymo samprata ir kaip jį traktuoja tarptautinės organizacijos. Baltoji knyga dėl Europos valdymo, skaidrumo iniciatyva, konsultacijos su visuomene bei Europos ombudsmenas prisideda prie gero viešojo valdymo skatinimo. Darbe apžvelgiamas Bendrojo vertinimo modelis, kuris yra skirtas visoms Europos viešojo administravimo organizacijoms, norinčioms tobulinti savo veiklą. Šis modelis yra vienas populiariausių kokybės vadybos taikymo priemonių Europoje.
Geras viešasis valdymas remiasi orientacija į žmogų. Europos Sąjungoje vyraujančius efektyvumo, skaidrumo, rezultatyvumo, dalyvavimo principus stengiamasi įdiegti Lietuvos viešajame valdyme. Europos Sąjungoje yra išskiriami penki gero viešojo valdymo principai: atvirumas, dalyvavimas, atskaitomybė, veiksmingumas, darnumas. Prie gero viešojo valdymo tobulinimo prisideda Europos Sąjungos gerosios praktikos pavyzdžiai, kurie suteikia naujų žinių, idėjų, kaip galima pagerinti esamą padėtį. Nuoseklus, užtikrintas ir kryptingas darbas viešojo valdymo srityje, padeda siekti geresnių rezultatų, piliečių įtraukimo, naujų metodų diegimo bei problemų sprendimo būdų. Viešojo valdymo institucijos, kurios remiasi skaidrumu, atvirumu, atsakingumu, bendradarbiaudamos su piliečiais, privačiu sektoriumi, nevyriausybinėmis organizacijomis yra pajėgios kurti gerą viešąjį valdymą. Nacionalinis bendradrabiavimas yra svarbus veiksnys, tačiau... [toliau žr. visą tekstą]The paper gives an overview of the European Union’s role in the development of good public administration in Lithuania. It discusses the concept of good governance and how it is treated by international organizations. White Paper on European governance, transparency initiative, in consultation with the public and the Ombudsman contributes to the promotion of good governance. The paper gives an overview of the Common Assessment Framework, which is open to all European public administration organizations wishing to improve their performance. This model is one of the most popular application of quality management activities in Europe. Good public governance is based on the orientation of the individual. European Union, the prevailing efficiency, transparency, effectiveness, participation in efforts to implement the principles of Lithuanian public governance. European Union has released five principles of good governance: openness, participation, accountability, efficiency, sustainability. To improve good governance by the European Union best practices that provide new knowledge and ideas on how to improve the situation. Consistent, secure and purposeful work in the field of public administration, contribute to better outcomes, civic involvement, introduction of new methods and solutions. Public administrations, which are based on transparency, openness, accountability, cooperation with citizens, the private sector, non-governmental organizations are able to develop good... [to full text]
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Kallin, Marianne. "¡Yo solamente quiero saber hablar español! : Las opiniones de los alumnos en la secundaria acerca de cómo aprenden a hablar español." Thesis, Linnéuniversitetet, Institutionen för utbildningsvetenskap (UV), 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-50818.
Full textAbstract:
The purpose of this paper is to investigate what pupils who study Spanish as a foreignlanguage in the senior level of the nine year compulsory school, think about how theylearn to talk Spanish. What is their opinion about what it takes to be able to speak andcommunicate in Spanish? And what type of exercises do they prefer? This paper alsoaims at investigating if the pupils understand the importance of reading, writing andlistening to as much Spanish as possible if they want to be good at talking Spanish. Inour investigation are we using the Common European Framework of Reference forlanguages: Learning, Teaching, Assessment (CEFR) and other theories that supporttheir conclusions. A quantitative method is applied, a questionnaire is given to 108students in the seventh, eighth and ninth grade in a school in the southern part ofSweden.The results of the questionnaire have shown that when it comes to learn to talkSpanish the pupils believe most in practicing talking in Spanish. 72% of the pupils haveanswered that they agree completely with this assertion. They also understand theimportance of the teacher speaking Spanish during class, 58% completely agree that thisis important. Talking Spanish is classed as output, and listening to the teacher talkingSpanish goes under the term input. The type of activity that they prefer when they talkSpanish is to talk in small groups with friends/classmates, 38% of the pupils think thatthis is the best method. The activity that they prefer the least is to make presentations infront of the class (11%). We have also calculated by using Fisher´s exact test if there isa connection between how they have answered the questions and their age and gender.In only one case was there a connection with statistical certainty. The test showed thatwhen it comes to speaking when everyone is listening, the girls are those whoexperience it hardest to do.
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Alves, Everton. "Aplicação da Common Assessment Framework às Organizações Públicas: Um estudo sobre a sua implementação e as melhores práticas recentes." Master's thesis, 2018. http://hdl.handle.net/10316/84575.
Full textAbstract:
Dissertação de Mestrado em Gestão apresentada à Faculdade de EconomiaO modelo de avaliação de desempenho Common Assessment Framework (CAF) foi desenvolvido na Europa para ser uma ferramenta de melhoria contínua das organizações públicas mediante a adoção dos princípios da qualidade. Com o intuito de diagnosticar o atual estado da implementação da CAF em Portugal, identificar o papel desempenhado pelas estruturas de apoio ao modelo, descobrir as boas práticas e as principais dificuldades encontradas durante o processo de aplicação, procedeu-se a um estudo junto a Direção-Geral da Administração e do Emprego Público (DGAEP), órgão responsável pela promoção e disseminação da CAF em Portugal, e ao Instituto da Segurança Social (ISS, I.P.), organização distinguida com o certificado de reconhecimento externo pela aplicação da CAF. A investigação obteve informações valiosas e atualizadas acerca do “modus operandi” para o planeamento, formação e aplicação da ferramenta, além de conseguir identificar o suporte realizado pela DGAEP durante o processo. Os dados obtidos pela pesquisa sugerem que a aplicação do modelo é comprovadamente eficaz no sentido de direcionar as organizações públicas rumo à excelência na gestão, em especial no que tange a melhoria da comunicação e integração interdepartamental. Por outro lado, com base no estudo de caso, também foi possível identificar que o comprometimento da gestão de topo, assim como a existência de estrutura prévia de qualidade na organização são fatores essenciais para o sucesso na implantação da CAF. As informações obtidas pela investigação permitiram a elaboração de uma síntese dos fatores comuns e das melhores práticas a respeito da implementação da CAF em Portugal, de forma que este estudo pode servir como contributo para a literatura afeta ao tema e às demais organizações que pretendem aplicar a CAF futuramente.
The Common Assessment Framework (CAF) performance evaluation model was developed in Europe to be a tool for continuous improvement of public organizations by adopting the principles of quality. In order to diagnose the current state of implementation of the CAF in Portugal, to identify the role played by the structures supporting the model, to discover good practices and the main difficulties encountered during the application process, a study was carried out with the Direção-Geral da Administração e do Emprego Público (DGAEP), responsible for the promotion and dissemination of the CAF in Portugal, and the Instituto da Segurança Social (ISS, I.P.). The research has obtained valuable and up-to-date information about the “modus operandi” for the planning, training and application of the tool, as well as being able to identify the support performed by the DGAEP during the process. The data obtained by the research suggest that the application of the model is proven effective in directing public organizations toward excellence in management, especially in improving interdepartmental communication and integration. On the other hand, based on the case study, it was also possible to identify that the commitment of the top management, as well as the existence of previous structure of quality in the organization are essential factors for the success in the implementation of CAF. The information obtained from the research allowed the elaboration of a synthesis of the common factors and the best practices regarding the implementation of the CAF in Portugal, so that this study can serve as a contribution to the literature affects the subject and the other organizations that intend to apply the CAF in the future.
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Rei, Daniela Oliveira. "Implementação do CAF no Centro Hospitalar do Baixo Vouga: boas práticas e sugestões de melhoria." Master's thesis, 2021. http://hdl.handle.net/10773/30921.
Full textAbstract:
A qualidade tem-se afirmado, ao longo do tempo, como um mecanismo
importante para as organizações responderam aos desafios que surgem,
passando por diversas fases e utilizando diferentes recursos. No contexto atual,
os sistemas de gestão da qualidade constituem um recurso para as
organizações gerirem a mudança, gerirem o seu desempenho e a qualidade e
para se aproximarem às necessidades dos clientes, enfatizando os princípios
da Gestão da Qualidade Total. Este trabalho de investigação tem como objetivo
acompanhar as várias fases relativas à definição e implementação do Common
Assessment Framework (CAF) no Centro Hospitalar do Baixo Vouga,
procurando, deste modo, perceber o que poderá ser melhorado, no sentido de
identificar boas-práticas que possam ser utilizadas por outras instituições do
setor da saúde. Este estudo segue uma metodologia de investigação qualitativa,
em que se procedeu ao desenho de um estudo de caso. Os dados foram obtidos
através da observação participante e de entrevistas semiestruturadas realizadas
a profissionais de saúde e aos profissionais que desenvolveram e
implementaram o projeto CAF. Os resultados deste estudo demonstram que o
processo de implementação do CAF no CHBV passou por algumas dificuldades,
tais como: a COVID-19; a falta de uma estratégia e de uma cultura comum de
qualidade; a não existência de um sistema integrado de qualidade; a falta de
motivação por parte da maioria dos profissionais em participar em projetos de
qualidade; a resistência à mudança por parte dos profissionais; dificuldades a
nível do tempo disponível para participar num exercício deste tipo; problemas
de comunicação do projeto, principalmente aos profissionais de saúde; e falta
de divulgação dos resultados. Para além disso, constatou-se uma grande
disparidade entre serviços, na medida em que alguns serviços têm prática na
área da qualidade, ao passo que a maioria tem pouca experiência neste âmbito.
O reconhecimento destas dificuldades permitiu a definição de propostas de
melhoria, que contribuirão, certamente, para uma melhor implementação do
CAF noutras instituições do setor da saúde.Quality has asserted itself over time as an important mechanism for organizations to respond to the challenges that arise, going through different phases and using different resources. In the current context, quality management systems are a resource for organizations to manage change, manage their performance and quality and to fulfil customer needs, emphasizing the principles of Total Quality Management. This research aims to accompany the various phases related to the definition and implementation of the Common Assessment Framework (CAF) at the Centro Hospitalar do Baixo Vouga, seeking, in this way, to understand what could be improved, in order to identify good practices that can be used by other institutions in the health sector. This study follows a qualitative research methodology and a case study design. Data were coolected through participant observation and semi-structured interviews with health professionals and professionals who developed and implemented the CAF project. The results of this study demonstrate that the process of implementing CAF in the CHBV has experienced some difficulties, such as: COVID-19; the lack of a common quality strategy and quality culture; the lack of an integrated quality system; the lack of motivation from most professionals to participate in quality projects; resistance to change by professionals; difficulties in terms of availability to participate in such an exercise; communication problems of the project mainly to health professionals; and lack of dissemination of results. In addition, there was a great disparity between services, since some services have experience in the area of quality, while most have little experience in this area. The recognition of these difficulties enabled the definition of proposals for improvement, which will certainly contribute to a better implementation of CAF in other institutions in the health sector.
Mestrado em Administração e Gestão Pública
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Pecegueiro, José António de Freitas Vargas. "Questionário de satisfação do utente e do profissional : impacto num laboratório de análises clínicas." Master's thesis, 2015. http://hdl.handle.net/10362/15719.
Full textAbstract:
RESUMO: Temos assistido a uma evolução impressionante nos laboratórios de análises clínicas, os quais precisam de prestar um serviço de excelência a custos cada vez mais competitivos. Nos laboratórios os sistemas de gestão da qualidade têm uma importância significativa nesta evolução, fundamentalmente pela procura da melhoria continua, que ocorre não só ao nível de processos e técnicas, mas também na qualificação dos diferentes intervenientes. Um dos problemas fundamentais da gestão e um laboratório é a eliminação de desperdícios e erros criando benefícios, conceito base na filosofia LeanThinking isto é “pensamento magro”, pelo que é essencial conseguir monitorizar funções críticas sistematicamente. Esta monitorização, num
laboratório cada vez mais focalizado no utente, pode ser efetuada através de sistemas e tecnologias de informação, sendo possível contabilizar número de utentes, horas de maior afluência, tempo médio de permanência na sala de espera, tempo médio para entrega de análises, resultados entregues fora da data prevista, entre outros dados de apoio à decisão. Devem igualmente ser analisadas as reclamações, bem como a satisfação dos utentes quer através do feedback que é transmitido aos funcionários, quer através de questionários de satisfação. Usou-se principalmente dois modelos: um proposto pelo Índice Europeu de Satisfação do Consumidor (ECSI) e o outro de Estrutura Comum de Avaliação (CAF). Introduziram-se igualmente dois questionários: um apresentado em formato digital num posto de colheitas, através de um quiosque eletrónico, e um outro na página da internet do laboratório, ambos como alternativa ao questionário em papel já existente, tendo-se analisado os dados, e retirado as devidas conclusões. Propôs-se e desenvolveu-se um questionário para colaboradores cuja intenção foi a de fornecer dados úteis de apoio à decisão, face à importância dos funcionários na interação com os clientes e na garantia da qualidade ao longo de todo o processo. Avaliaram-se globalmente os resultados sem que tenha sido possível apresentá-los por política interna da empresa, bem como se comentou de forma
empírica alguns benefícios deste questionário. Os principais objetivos deste trabalho foram, implementar questionários de satisfação eletrónicos e analisar os resultados obtidos, comparando-os com o estudo ECSI, de forma a acentuar a importância da análise em simultâneo de dois fatores: a motivação profissional e a satisfação do cliente, com o intuito de melhorar os sistemas de apoio à decisão. ------------------------ ABSTRACT: We have witnessed an impressive development in clinical analysis laboratories, which have to provide excellent service at increasingly competitive costs, quality management systems have a significant importance in this evolution, mainly by demanding continuous improvement, which does not occur only in terms of processes and techniques, but also in the qualification of the various stakeholders. One key problem of managing a laboratory is the elimination of waste and errors, creating benefits, concept based on Lean Thinking philosophy, therefore it is essential be able to monitor critical tasks systematically. This monitoring, in an increasingly focused on the user laboratory can be accomplished through information systems and technologies, through which it is possible to account the number of clients, peak times, average length of waiting room stay, average time for delivery analysis, delivered results out of the expected date, among other data that contribute to support decisions, however it is also decisive to analyzed complaint sand satisfaction of users through employees feedback but mainly through satisfaction questionnaires that provides accurate results.
We use mainly two models one proposed by the European Index of Consumer Satisfaction (ECSI), directed to the client, and the Common Assessment Framework (CAF), used both in the client as the employees surveys. Introduced two questionnaires in a digital format, one in the central laboratory collect center, through an electronic kiosk and another on the laboratory web page, both as an alternative to survey paper currently used, we analyzed the results, and withdrew the conclusions. It was proposed and developed a questionnaire for employees whose intention would be to provide
useful data to decision support, given the importance of employees in customer interaction and quality assurance throughout the whole clinical process, it was evaluated in a general way because it was not possible to show the results, however commented an empirical way some benefits of this questionnaire.
The main goals of this study were to implement electronic questionnaires and analyze the results, comparing them with the ECSI, in order to emphasize the importance of analyzing simultaneously professional motivation with customer satisfaction, in order to improve decision support systems.
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Ferreira, Isabel. "Qualidade dos serviços públicos: auto-avaliação organizacional através da Common Assessement Framework (CAF)." Master's thesis, 2006. http://hdl.handle.net/11110/1464.
Full textAbstract:
Nos termos do quadro de referência para a implementação dos processos de
mudança da Administração Pública Portuguesa, o Sistema Integrado de
Avaliação do Desempenho (SIADAP) estabelece um conjunto de princípios
orientadores, assinaladamente, a orientação para resultados, combinando uma
perspectiva integrada de avaliação expressa na vertente da avaliação das
pessoas e na vertente avaliação dos serviços e organismos, contemplando,
neste último caso, os processos de auto-avaliação.
Em matéria de mecanismos de auto-avaliação organizacional, durante a
Presidência Portuguesa da União Europeia, em 2000, na reunião dos
Directores Gerais das Administrações Públicas da UE, assiste-se à aprovação
da Common Assessment Framework (CAF) e ao compromisso em desenvolver
esforços para divulgar e promover a sua utilização nos respectivos países.
De acordo com os resultados do estudo The use of the Common Assessment
Framework in European Public Administration, realizado pelo European
Institute For Public Administration, cujas conclusões foram apresentadas em
Novembro de 2003, estimou-se que a Common Assessment Framework tenha
sido aplicada em cerca de 500 organizações de 22 países europeus. O estudo
revela a este nível uma fraca participação das organizações públicas
portuguesas, expressa entre seis e dez casos de aplicação, em parte reflexo
de uma fraca cultura de avaliação de desempenhos.
Nesta decorrência, o presente estudo visa dar um contributo para a
compreensão da aplicação do modelo da Common Assessment Framework e
seus efeitos na prestação de melhores serviços.
Este trabalho visa reflectir sobre um estudo de caso da forma como os
Serviços Administrativos de uma Escola Superior de Gestão, pertencente a
uma Instituições de Ensino Superior Público Politécnico, aplicaram a Common
Assessment Framework, constituindo um observatório de ensaio da
metodologia, retirando daí os inputs necessários à sua aplicação noutro
contexto organizacional.
ABSTRACT: In the terms of the reference board for implementation of the changing
processes on Portuguese Public Administration, the Integrated System of
Performance Assessment (SIADAP) establishes an orientating principles set,
appointedly, the orientation for results, combining an integrated perspective of
expressed evaluation in the field of people´s evaluation and even services and
organisms evaluation, considering, in last case, the self-evaluation processes.
Speaking about self-assessment organizational mechanisms, during the
Portuguese Presidency of European Union, in 2000, in UE General Directors of
the Public Administrations meeting, the Common Assessment Framework (Caf)
was approve and we attended to a commitment in developing efforts to
disclose and promote its use in the respective countries.
According to results of the - The study use of the Common Assessment
Framework in European Public Administration, achieved by European Institute
for Public Administration, whose conclusions had been presented in November
of 2003, were value that the Common Assessment Framework has been
applied in about 500 organizations of 22 European countries. The study shows
at this level a weak participation of the Portuguese public organizations,
expressed by the lowest number of application cases - six to ten, in part as a
reflex of a weak culture of performances evaluation.
As a result, the present study tends to help on a better understanding of
Common Assessment Framework application and its effect in a best service
lending.
This work aims to ponder on a case study about the way as the Administrative
Services of a Superior School of Management, belonging to an Institution of
Technical Public Superior Education, had applied the Common Assessment
Framework, constituting an observatory of the methodological essay, removing
from it the necessary inputs to its application in another organizational context.
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Μπαλαούρας, Πέτρος. "Συγκριτική ανάλυση ερευνών επαγγελματικής ικανοποίησης ανθρώπινου δυναμικού των νοσοκομείων του Ε.Σ.Υ. της Υγειονομικής Περιφέρειας Πελοποννήσου." Thesis, 2012. http://hdl.handle.net/10889/5727.
Full textAbstract:
Η Εργασιακή Ικανοποίηση αποτελεί τον συνδετικό κρίκο ανάμεσα στις θεωρίες των κινήτρων και την εφαρμογή τους στον εργασιακό χώρο και αποτελεί την πιο μελετημένη μεταβλητή στο εργασιακό γίγνεσθαι. Συνοπτικά η επαγγελματική ικανοποίηση μπορεί να περιγραφεί ως ένα σύνολο στάσεων που οι εργαζόμενοι έχουν απέναντι στη δουλειά τους, ή ως μια ψυχολογική προδιάθεση που περιλαμβάνει πολλές επιμέρους στάσεις και συναισθήματα για διάφορες όψεις της εργασίας (Schultz, 1982).
Σκοπός της διατριβής είναι η εκτίμηση του βαθμού ικανοποίησης των επαγγελματιών υγείας από την εργασία τους και η ανάδειξη των παραγόντων εκείνων που την επηρεάζουν. Το δείγμα αποτελείται από 572 εργαζομένους των δημόσιων νοσοκομείων της Περιφέρειας Πελοποννήσου όλων των κατηγοριών ιατροί, νοσηλευτές, καθώς και διοικητικό, τεχνικό, βοηθητικό και παραϊατρικό προσωπικό. Τα δεδομένα συλλέχθηκαν με τη μέθοδο του δομημένου ερωτηματολογίου για την περίοδο 2006. Τα αποτελέσματα έδειξαν ότι η ηλικία και το επίπεδο εκπαίδευσης είναι οι πρωταρχικοί παράγοντες οι οποίοι επηρεάζουν την υποκειμενική αντίληψη για την ικανοποίηση των επαγγελματιών υγείας από την εργασία τους. Επιπλέον, περισσότερο συνολικά ικανοποιημένοι είναι οι άνδρες, οι εργαζόμενοι υποχρεωτικής εκπαίδευσης και το βοηθητικό προσωπικό. Μικρότερη ικανοποίηση φαίνεται να βιώνουν οι γυναίκες, οι κάτοχοι μεταπτυχιακού τίτλου και το διοικητικό και νοσηλευτικό προσωπικό. Τα θέματα τα οποία αναδεικνύονται ως μείζονος σημασίας στη διαμόρφωση του επιπέδου ικανοποίησης από την εργασία είναι (α) η αντίληψη των εργαζομένων για τον οργανισμό και τη θέση απασχόλησής του, (β) η αίσθηση επαγγελματικής επάρκειας και προσφοράς αποτελεσματικού έργου και (γ) η έλλειψη επιβράβευσης της Διοίκησης στις περιπτώσεις αποτελεσματικής απόδοσης.--
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Negreiro, Carla Sofia Magalhães de Sousa. "O retomar da Common Assessment Framework: o impacto nos municípios portugueses." Master's thesis, 2017. http://hdl.handle.net/10198/18505.
Full textAbstract:
Nos anos 80, a temática da qualidade passou a integrar as preocupações do setor público e Portugal não ficou alheio, assumindo a mudança de paradigma de Administração burocrática e centralizada para uma Administração prestadora de serviços, descentralizada e norteada pelos princípios da qualidade total. Entre as várias abordagens, destacou-se a utilização da Common Assessment Framework (CAF), um modelo europeu apto para avaliar o desempenho organizacional, tendo como referência os princípios da excelência e focalizado na melhoria contínua. Além de ser gratuito, é específico para o setor público e está implementado nas Autarquias Locais Portuguesas. Nesse sentido, importou analisar os resultados obtidos pelos municípios Portugueses utilizadores da CAF e apurar de que forma tais resultados e impactos subsequentes interagem e determinam a melhoria da qualidade das organizações, tendo por escopo final colaborar para uma nova abordagem teórica desta temática.
Destarte, a questão de investigação a considerar foi: Qual o impacto da implementação da CAF na qualidade da prestação dos serviços públicos pelos municípios Portugueses?
Deste modo, os principais objetivos gerais basearam-se na verificação: da eficácia da implementação do CAF; do nível de integração do modelo CAF (nove Critérios do modelo e oito Princípios de Excelência); dos resultados alcançados e dos impactos percebidos através da implementação da CAF; e da contribuição do modelo CAF na perceção da melhoria global da qualidade alcançada.
A estratégia de investigação adotada tem subjacente um paradigma interpretativista, seguindo uma abordagem qualitativa através da realização de entrevistas semiestruturadas aos responsáveis pela qualidade nos municípios portugueses utilizadores da CAF (em 2018), adequadas para obter dados sobre a realidade da qualidade municipal.
Neste enquadramento, e depois de aquilatar os impactos alcançados pelos municípios Portugueses através da implementação da CAF e a melhoria da qualidade alcançada no universo em análise, confirmando-se os pressupostos teóricos, foi possível concretizar os sete objetivos previamente formulados e executar a questão de investigação inicialmente gizada, porquanto a implementação da CAF tem impacto na qualidade da prestação dos serviços públicos pelos municípios Portugueses.In 1980´s, the theme of quality integrated the concerns of the public sector and Portugal didn’t remain alien, assuming a paradigm change: from bureaucratic and centralized administration to a service administration, decentralized and oriented to total quality. Among various approaches, the Common Assessment Framework (CAF) stood out. It is a European model that assesses organizational performance, with reference to the principles of excellence and focused on continuous improvement. In addition to being free, it is specific for the public sector and is implemented in Portuguese local authorities. It is important to reinstate CAF to analyze the results obtained by Portuguese municipalities CAF users at this level and find out how these results and subsequent impacts interact and determine quality enhancement of organizations, having for final scope to collaborate for a new theoretical approach of this theme. Accordingly, the research question was: What is the impact of CAF implementation on the quality of public services provision by Portuguese municipalities? The main general objectives are based on the verification of the following: the effectiveness of CAF implementation; the level of integration of the CAF model (nine criteria of the model and eight Principles of Excellence); the results achieved and the perceived impacts through the implementation of the CAF; and the contribution of the CAF model in the perception of the overall quality improvement achieved. The research strategy underlies a naturalistic paradigm, adopting a qualitative approach through semistructured interviews with those in charge for quality in the Portuguese municipalities CAF users (in 2018), adequated to obtain data on the reality of municipal quality. In this context, and after assessing the impacts achieved by the Portuguese Municipalities through the implementation of CAF and the improvement of the quality achieved in the universe of the sample under analysis, confirming the theoretical assumptions, it was possible to concretize the seven objectives previously formulated and to execute the initial research question, since the implementation of the CAF has an impact on the quality of the public services provision by the Portuguese municipalities.
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Oltean-Dumbrava, Crina, Gregory R. Watts, and Abdul H. S. Miah. "“Top-Down-Bottom-Up” Methodology as a Common Approach to Defining Bespoke Sets of Sustainability Assessment Criteria for the Built Environment." 2013. http://hdl.handle.net/10454/7745.
Full textAbstract:
YesThe top-down-bottom-up (TDBU) methodology for defining bespoke sets of sustainability criteria for specific civil engineering project types is introduced and discussed. The need to define sustainability criteria for specific civil engineering project types occurs mainly in one or both of the following cases: (1) when a more comprehensive and indicative assessment of the sustainability of the project type in question is required; and/or (2) there is no readily available bespoke sustainability assessment tool, or set of criteria, for assessing the sustainability of the project type. The construction of roads, buildings, airports, tunnels, dams, flood banks, bridges, water supply, and sewage systems and their supporting systems are considered to be unique civil engineering/infrastructure project types. The normative definition of sustainable civil engineering/infrastructure projects and the framework for assessing its sustainability is defined and provided by the authors. An example of the TDBU methodology being applied to define sustainability criteria for transport noise reducing devices is presented and discussed. The end result of applying the methodology is a systematically researched and industry validated set of criteria that denotes assessing the sustainability of the civil engineering/infrastructure project type. The paper concludes that the top-down-bottom-up will support stakeholders and managers involved in assessing sustainability to consider all major research methods to define general and unique sustainability criteria to assess and so maximize sustainability.
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Mira, José António Rasquinha. "A gestão da qualidade total e o modelo Common Assessment Framework: proposta de aplicação prática às instituições operáticas públicas – desafios e oportunidades na hora de reformar o Estado e a Administração Pública." Master's thesis, 2008. http://hdl.handle.net/10071/1896.
Full textAbstract:
Este ensaio procura expor as vantagens da aplicação da Gestão da Qualidade Total (Total Quality Management) e da Estrutura Comum de Avaliação (Common Assessment Framework) às instituições operáticas públicas. Começa por contextualizar o fenómeno nos processos reformadores que, de natureza macro e micro, actualmente vêem atingindo as Administrações Públicas ocidentais. Chama de seguida à atenção para a conveniência de uma leitura multidimensional sobre o fenómeno isto é, dirigida dos pontos de vista: histórico, ambiental/institucional, sistémico e sociológico. Examina com o pormenor possível os conceitos de Governance, Avaliação, Qualidade e Gestão da Qualidade Total. Procura demonstrar em que medida a aplicação da Gestão da Qualidade Total poderá funcionar como alavanca para a transformação organizativa de um teatro de ópera, no sentido da melhoria do serviço, do aumento do nível de vida dos vários stakeholders e da comunidade em geral. Considera ainda as dificuldades sentidas na sua aplicação e, termina, discutindo algo aprofundadamente o modelo da Estrutura Comum de Avaliação.This essay seeks to reveal the advantages of the application of Total Quality Management/ Common Assessment Framework to publicly owned operatic institutions. It begins by contextualizing the phenomenon in the reforming processes which, either to macro or micro extent are presently affecting public administrations in the west. Directed by environmental /institutional, systemic and sociological viewpoints, it thereafter calls attention to the usefulness of a multidimensional reading of the phenomenon this represents. It examines the concepts of Governance, Evaluation, Quality and Total Quality Management. It seeks to demonstrate to what extent the application of Total Quality Management can function as a lever for the organizational transformation of an opera theatre in terms of improvement to the provided service, the raising of living standards of the various stakeholders and of the community in general. Beyond this, it considers the difficulties felt in its application and ends with by discussing in some depth the Common Assessment Framework.
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Reis, Rui Pedro Guerreiro dos. "A satisfação do cliente interno da polícia técnica: o caso do comando distrital de Setúbal." Master's thesis, 2019. http://hdl.handle.net/10400.26/28624.
Full textAbstract:
Ao abordar o tema da Investigação Criminal na Polícia de Segurança Pública, a
primeira impressão que se sugere são termos técnico-jurídicos, um modus faciendi.
No entanto, a grande premissa dessa atividade são as pessoas que o fazem. A
pertinência do tema está relacionada com a implementação de um processo de
qualidade na Polícia de Segurança Pública (PSP), que abrange também a Unidade de
Polícia Técnica do Comando Distrital de Setúbal.
Neste sentido, a satisfação do cliente e a natureza do trabalho desenvolvido
pela Unidade de Polícia Técnica de Setúbal implica uma relação com outros
elementos da PSP, pelo que o cliente pode ser entendido como externo (tribunais e
outros) ou interno (esquadras).
Nesta investigação abordar-se-á a satisfação do cliente interno, isto é, uma
visão da investigação criminal enquanto valência do conhecimento e a relação interna
com a segurança pública prestada pelos homens e mulheres das esquadras de
competência genérica, Intervenção e Fiscalização e Investigação Criminal, numa
perspetiva de qualidade de serviços na PSP. Pretende-se utilizar um instrumento de
avaliação da Common Assessment Framework (CAF), questionário de avaliação de
serviços/clientes, adaptado à realidade da instituição.
Para responder à questão inicial de aferir da satisfação do cliente interno da
Unidade de Polícia Técnica de Setúbal, foram estabelecidas várias etapas para que a
utilização do instrumento se mostrasse adequado à realidade da PSP.
Após a revisão de conceitos teóricos e de um estado da arte, foram concebidas
várias etapas de modo a responder à questão “qual o grau de satisfação com o
serviço da Polícia Técnica de Setúbal”. Numa primeira fase, foram efetuadas (n=16)
entrevistas junto do público-alvo, com critérios de inclusão, através de amostra nãoprobabilística,
de modo a extrapolar quais os fatores determinantes para a satisfação
com o serviço. Após a análise de conteúdo, foram extrapolados doze fatores. Uma vez
que se pretendia utilizar o Modelo 10 da CAF, questionário de avaliação de serviços,
que foi cruzado com os fatores aferidos na análise de conteúdo. Daqui resultou uma
adaptação do instrumento, com a inclusão de cinco novos critérios e adaptação de um já presente, sendo as expressões “serviços/clientes” substituída ad initio por
elementos policiais.
Após a adaptação do instrumento foi sujeito a pré-teste (n=20), através de
amostra não probabilística, com critérios de inclusão, de modo a aferir dificuldades e a
corrigir os defeitos.
Deste pré-teste, em sede de análise de conteúdo, resultaram algumas
alterações. As alterações ficaram-se pela mera substituição das expressões
”colaboradores” por “elementos policiais da Polícia Técnica” e “Polícia Técnica” por
“unidade de Polícia Técnica”.
Após a consolidação do instrumento adaptado foi escolhida uma amostra nãoprobabilística
(n=255) de uma população que todos os dias ativa os serviços da
Polícia Técnica (n=750) do efetivo geral do Comando Distrital de Setúbal. Os dados
foram tratados através de estatística descritiva simples com recurso à ferramenta
Excel®.
Numa aferição dos dados e numa escala de Likert de (1 = Muito Insatisfeito, 2 =
Insatisfeito, 3 = Pouco Satisfeito, 4 = Satisfeito e 5 = Muito Satisfeito), a satisfação
centra-se em “4 = satisfeito” sendo que a dimensão “participação e envolvimento” é
onde se centram os valores mais baixos.
Os resultados recolhidos demonstram um nível geral de “satisfeito” com os
serviços da Polícia Técnica de Setúbal. O nível de envolvimento e participação deste
serviço com os seus clientes internos, no entanto, é de “pouco satisfeito”.
A investigação parece indiciar uma grande vontade de participação e maior
envolvimento por parte do cliente interno da Polícia Técnica de Setúbal. Tanto na fase
de entrevistas, adaptação de questionário, aplicação e posterior avaliação que é dada
uma grande importância ao envolvimento e participação naquilo que é o conhecimento
e trabalho, em parceria, com a Polícia Técnica de Setúbal.In addressing the topic of Criminal Investigation in the national police, the first impression suggested is technical-legal terms, a modus faciendi. However the main premises of this activity are the people who do it. The pertinence of the theme is related to the implementation of a quality process in the PSP, that concernes also the Setúbal District Forensic Police Unit. In this sense, customer satisfaction, and the nature of the work developed by the Setúbal District Forensic Police Unit implies a relationship with other National Police elements, reason why, the client can be understood as external (courts, others) or internal (squads). This investigation will address the internal customer satisfaction, that is, a vision of criminal investigation while skill of knowledge and the internal relationship with public security provided by city police, intervention and supervision and criminal investigation squads, in a perspective of quality of services in National Police using a CAF assessment instrument, adapted to the reality of the institution. In order to answer the initial question of ascertaining the internal customer satisfaction of the Setúbal District Forensic Police Unit, several stages were established in which the use of the instrument was appropriate to the national police reality. After reviewing theoretical concepts and a state of the art, several stages were conceived in order to answer the question of the degree of satisfaction with the service of the Setúbal District Forensic Police Unit. In a first phase interviews were conducted (n = 16) within the target public, with inclusion criteria, through a non-probabilistic sample, in order to extrapolate the factors determining their satisfaction with the service. After content analysis twelve factors were extrapolated. Since it was intended to use CAF's Model 10 of service evaluation, this instrument was cross-checked with the factors assessed in the content analysis and an adaptation of the instrument was made, with the inclusion of five new criteria and adaptation of one already present, services / customers "replaced were replaced ad initio by police officers. After adapting the instrument, it was subjected to a pre-test (n=20), through a non-probablistic sample, with criteria of inclusion, in order to gauge difficulties and correct defaults. From this pre-test in the content analysis resulted in some changes. The changes were merely replacing collaborating expressions by "police elements of the technical police" and "technical police" by "technical police unit". After consolidating of the adapted instrument, a non-probabilistic sample (n = 255) was selected from a population, which daily activates the Technical Police services (n = 750), from the general staff of the Setúbal District Command. The data were treated through simple descriptive statistics using the Excel® tool. In an assessment of the data and on a Likert scale of (1 = Very Dissatisfied, 2 = Dissatisfied, 3 = Not Satisfied, 4 = Satisfied and 5 = Very Satisfied), satisfaction centers on "4-satisfied" "Participation and involvement" is where the lowest values are centered. The results obtained demonstrate a general level of satisfaction with the services of the Setúbal Technical Police. The level of involvement and participation of this service with its internal customers, however, are of low satisfaction. The investigation seems to indicate a great desire for participation and greater involvement on the part of the internal customer of the Setúbal Technical Police. Both in the phase of interviews, adaptation of questionnaire, application and subsequent evaluation that is given a great importance to the involvement and participation in what is the knowledge and work, in partnership, with the Technical Police of Setúbal.
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Hourová, Kateřina. "Subjektivní hodnocení úrovně anglického jazyka u vysokoškolských studentů pedagogických a ekonomických oborů: využití metody ukotvujících vinět." Master's thesis, 2015. http://www.nusl.cz/ntk/nusl-345092.
Full textAbstract:
This study looks at the application of the anchoring vignettes method in evaluating university students' level of English language. The theoretical part of the study describes the possibilities of language level measurement, Common European Framework of Reference for Languages and outlines the anchoring vignette method. Works of other authors using this method in different fields (including pedagogy) are also mentioned. One chapter is dedicated to self- assessment and its synonyms - how they are used in practice and research. The practical part presents the results of the author's original survey. Questionnaires were administered on pedagogical and business students in the comparison of self-assessment and objective knowledge survey. This work has illustrated the diversity of usage of the self-assessment scales, undervaluation of the students and the difference between the self-evaluation before and after the correction by the anchoring vignettes. In addition, the findings of this study show that the order of the self-assessment scale and the anchoring vignettes in the questionnaire matters and that placing the vignettes after the self-assessment is preferable.