Dissertations / Theses on the topic 'Continual improvement'

In my master´s thesis I am dealing with process approach as one of the basic principles resulting from management according to ISO 9001. Introductory theoretical part pays attention to basic thesis resulting from ISO 9001. In practical part I analyze processes, system of continual improvement and I show economical drop of the International Standard implementation. In the last part I mention the proposals to optimize the process approach.

In highly competitive industries where firms aren’t protected by barriers to entry and consumers’ preferences are constantly changing, the willingness and ability to adapt and continually improve operations may be critical for continued success. However, the internal exchanges between employees and managers that may be an integral part of the development and implementation of new ideas are often not modeled or included in our standard economic theories. In this research I investigate whether a higher level of employee voice (or employee input) predicts higher levels of continual improvement, and whether this continual improvement predicts higher levels of firm performance. Additionally, I will study whether humble managers keep this process going by fostering an environment where employees feel free to provide input. If this chain of events can help us better understand differences in firm performance then perhaps we can enhance our models by measuring and including these internal firm characteristics instead of simply leaving them inside the error term and calling them “unobservable.” Results across three separate studies show that humble managers are more likely to be perceived as making continual improvements and higher levels of perceived continual improvement leads to both greater levels of employee voice and fewer perceived job obstacles. A pilot study involving two separate quick-food restaurant chains also lends support for the above ideas, but uses sales in dollars as the measure for performance. Additionally, holding the employee constant in a fixed-effects analysis shows that the same employee is more likely to voice ideas to a manager he or she reports as continually improving the way things are done.

Le nouveau Règlement Sanitaire International (RSI) de 2005 adopté par l’OMS a posé les règles d’une nouvelleorganisation et de règles pour une meilleure coopération entre les Etats et un renforcement des actions de l’OMS enfaveur de la lutte contre les maladies épidémiques.L’application du RSI est complexe pour les Etats et nécessite une organisation qui doit être soutenue par un guideméthodologique opérationnel.Nous avons analysé leurs organisations pour comprendre quels étaient les points de faiblesse et tenter d’y répondre parun référentiel de management simple, adapté et cohérent vis à vis des systèmes de surveillance.Pour obtenir ce résultat nous avons développé et déployé une méthodologie appliquée au niveau mondial. Cetteapproche méthodologique en 6 temps est basée sur une approche processus avec une cartographie des systèmes desurveillance, un positionnement dans les principes de l’amélioration de la performance et le PDCA tout en s’appuyant surla norme ISO 9001 comme référentiel d’étude.Cette méthodologie a permis l’analyse des systèmes de surveillance dans le monde entier et l’évaluation desconcordances avec les exigences du RSI. Nous avons fait un parallèle avec la norme ISO 9001 afin de voir s’il étaitpossible de positionner un système dématérialisé comme les systèmes de surveillance des maladies épidémiques surun référentiel connu et éprouvé.Ce travail nous a amené à proposer un modèle basé sur le management de la qualité par la performance, plus soupleque la norme ISO 9001, trop rigide pour des systèmes dématérialisé comme les systèmes de surveillance qu’il convientmaintenant de rédiger et de déployer<br>The new International Health Regulations (IHR) 2005 adopted by WHO has set the rules of a new organization and therules for improved cooperation among states and for strengthening WHO's actions in fighting epidemics.Implementing IHR is complex and requires states to put in place systems that must be supported by an operationalmethodology guide. We analyzed their organizations to understand what were the weak points and to try to remedy by simple managementprocesses adapted and coherent with surveillance systems. To achieve this result we have developed and implemented a methodology applied worldwide. This methodological framework in 6 phases is based on a process approach with a map of surveillance systems, positioning in the principlesof performance improvement and the PDCA, while relying on ISO 9001 as a reference. This methodology has enabled the analysis of surveillance systems worldwide and assessing consistency with the IHR requirements. We made a parallel with ISO 9001 in order to determine if it was possible to introduce a dematerialized system as in the case of epidemic disease surveillance systems, using a known and proven reference framework. This work led us to propose a model based on quality performance management, more flexible than the ISO 9001, which is too rigid for dematerialized systems such as surveillance systems

Este trabalho aborda a avaliação do processo de projeto e desenvolvimento do produto do ponto de vista do projetista de nível superior. Ao fazê-lo, o autor espera estar pavimentando um caminho, que eventualmente, conduza a um método mais amigável de avaliar a qualidade do processo de projeto do produto e que possa vir a ser realmente considerado útil por divisões e/ou organizações de projeto. As razões para a seleção desta abordagem são explicadas. Ressalta-se também, que o trabalho envolve duas fases: a pesquisa preliminar e a pesquisa propriamente dita. Apresenta-se em seguida uma discussão que conduz à seleção de uma metodologia que combina a utilização da abordagem SERVQUAL e do método do incidente crítico (CIT) na primeira fase. Introduz-se o conceito central de fator de eficácia, bem como se estabelece suas relações com os itens de satisfação e as dimensões SERVQUAL. Com base nos resultados da fase preliminar, elabora-se um questionário de pesquisa abrangente, que é submetido a um grupo de projetistas de nível superior do setor automotivo, compreendendo as operações brasileiras de duas grandes montadoras internacionais, de dois fornecedores diretos (Tier 1) das montadoras e de uma grande montadora internacional de caminhões e ônibus. Os dados obtidos através das respostas ao questionário são compilados, apresentados e discutidos dentro de cada ambiente organizacional. Faz-se então uma análise conjunta, a fim de identificar aquelas ações gerenciais consideradas pelo setor automotivo como sendo mais importantes, tanto para garantir, quanto para avaliar a eficácia do processo de projeto e desenvolvimento do produto. Classifica-se essas ações em ações gerenciais de garantia e de avaliação de acordo com critérios fornecidos pelas normas ISO da qualidade. Finalmente, com base nas ações gerenciais de avaliação, define-se indicadores e se propõe um índice de eficácia único e flexível, que pode ser calculado utilizando-se, tanto dados organizacionais, quanto setoriais para fins de avaliação e benchmark.<br>This work approaches the subject of product design process evaluation from the designer?s point of view. In so doing, the author hopes to be paving the way that may eventually lead to a more ?friendly? method of evaluating the quality of the product design process and which may actually be found useful by design divisions and/or organizations. The reasons for selecting such an approach are explained. It is also pointed out that the work involves two phases: Preliminary research and research proper. Then, a discussion is made leading to the selection of a methodology combining SERVQUAL and the critical incident technique (CIT) for the first phase. The central concept of effectiveness factor is introduced and its relationship with satisfaction items and SERVQUAL dimensions is established. Based on the results of the preliminary phase a comprehensive questionnaire is drawn up, and submitted to a selected group of designers in the automotive industry, comprising Brazilian plants of two major car manufacturers, two tier 1 suppliers and one major truck (lorry) and bus manufacturer. Data provided by the answers to said questionnaire are compiled, presented and discussed within each organizational environment. A joint analysis is then carried out in order to identify those management actions that are considered by the automotive industry as being more important for both assuring and evaluating the effectiveness of the product design and development process. Assurance and evaluation management actions are classified according to criteria supplied by the ISO quality management standards. Finally, based on the evaluation management actions indicators are defined and a single and flexible effectiveness index is proposed, which can be calculated using both company and industry data for evaluation and benchmark purposes.

The project inspects and discusses improvements of the technical assistance of Change Management support within IT service provider. The primary objective of the procet is to analyse and implement a new software tool to display possible improvements. This project involves whole software development proces including requirements collection, systém analysis, design, implementation. In the first part, the IT service management, especially Change Management area and ITIL methodology is described. In the second part, the analysis of current state of the proces implementation and software tool is discussed and proposed opportunities for improvement. In the end, the results are summarized and possibilities of the future improvements are proposed.

Cette thèse présente un cadre général pour l’étude de schémas de discrétisation nodaux sans maillageformulé en termes d’opérateurs discrets définis sur un nuage de points : intégration volumique et de bord, gradientet opérateur de reconstruction. Ces définitions dotent le nuage de points d’une structure plus faible que celledéfinie par un maillage, mais partageant avec elle certain concepts fondamentaux. Le plus important d’entre euxest la condition de compatibilité intégro-différentielle. Avec la consistance linéaire du gradient discret, cet analoguediscret de la formule de Stokes constitue une condition nécessaire à la consistance linéaire des opérateurs elliptiquesen formulation faible. Sa vérification, au moins de manière approchée, permet d’écrire des discrétisations dont le tauxde convergence est optimal. La construction d’opérateurs discrets compatibles est si difficile que nous conjecturons– sans parvenir à le démontrer – qu’elle nécessite soit la résolution d’un système linéaire global, soit la constructiond’un maillage : c’est "la malédiction sans-maillage". Trois grandes approches pour la construction d’opérateursdiscrets compatibles sont étudiées. Premièrement, nous proposons une méthode de correction permettant de calculerl’opérateur gradient compatible le plus proche – au sens des moindres carrés – sans mettre à mal la consistancelinéaire. Dans le cas particulier des gradients DMLS, nous montrons que le gradient corrigé est en réalité globalementoptimal. Deuxièmement, nous adaptons l’approche SFEM au cadre opérateur et constatons qu’elle définit desopérateurs consistants à l’ordre un et compatibles. Nous proposons une méthode d’intégration discrète exploitantla relation topologique entre les cellules et les faces d’un maillage qui préserve ces caractéristiques. Troisièmement,nous montrons qu’il est possible de générer tous les opérateurs sans maillage rien qu’avec la donnée d’une formuled’intégration volumique nodale en exploitant la dépendance fonctionnelle des poids volumiques nodaux par rapportà la position des noeuds du nuage, l’espace continu sous-jacent et le nombre de noeuds. Les notions de consistance desdifférents opérateurs sont caractérisées en termes des poids volumiques initiaux, formant un jeu de recommandationpour la mise au point de bonnes formules d’intégration. Dans ce cadre, nous réinterprétons les méthodes classiquesde stabilisation de la communauté SPH comme cherchant à annuler l’erreur sur la formule de Stokes discrète.L’exemple des opérateurs SFEM trouve un équivalent en formulation volume, ainsi que la méthode d’intégrationdiscrète s’appuyant sur un maillage. Son écriture nécessite toutefois une description très précise de la géométriedes cellules du maillage, en particulier dans le cas où les faces ne sont pas planes. Nous menons donc à bienune caractérisation complète de la forme de telles cellules uniquement en fonction de la position des noeuds dumaillage et des relations topologiques entre les cellules, permettant une définition sans ambigüité de leur volume etcentre de gravité. Enfin, nous décrivons des schémas de discrétisation d’équations elliptiques utilisant les opérateurssans-maillage et proposons plusieurs possibilités pour traiter les conditions au bord tout en imposant le moinsde contraintes sur la position des noeuds du nuage de points. Nous donnons des résultats numériques confirmantl’importance capitale de vérifier les conditions de compatibilité, au moins de manière approchée. Cette simple recommandation permet dans tous les cas d’obtenir des discrétisations dont le taux de convergence est optimal<br>This thesis introduces a general framework for the study of nodal meshless discretization schemes. Itsfundamental objects are the discrete operators defined on a point cloud : volume and boundary integration, discretegradient and reconstruction operator. These definitions endow the point cloud with a weaker structure than thatdefined by a mesh, but share several fundamental concepts with it, the most important of them being integrationdifferentiationcompatibility. Along with linear consistency of the discrete gradient, this discrete analogue of Stokes’sformula is a necessary condition to the linear consistency of weakly discretized elliptic operators. Its satisfaction, atleast in an approximate fashion, yields optimally convergent discretizations. However, building compatible discreteoperators is so difficult that we conjecture – without managing to prove it – that it either requires to solve a globallinear system, or to build a mesh. We dub this conjecture the "meshless curse". Three main approaches for theconstruction of discrete meshless operators are studied. Firstly, we propose a correction method seeking the closestcompatible gradient – in the least squares sense – that does not hurt linear consistency. In the special case ofMLS gradients, we show that the corrected gradient is globally optimal. Secondly, we adapt the SFEM approachto our meshless framework and notice that it defines first order consistent compatible operators. We propose adiscrete integration method exploiting the topological relation between cells and faces of a mesh preserving thesecharacteristics. Thirdly, we show that it is possible to generate each of the meshless operators from a nodal discretevolume integration formula. This is made possible with the exploitation of the functional dependency of nodal volumeweights with respect to node positions, the continuous underlying space and the total number of nodes. Consistencyof the operators is characterized in terms of the initial volume weights, effectively constituting guidelines for thedesign of proper integration formulae. In this framework, we re-interpret the classical stabilization methods of theSPH community as actually seeking to cancel the error on the discrete version of Stokes’s formula. The example ofSFEM operators has a volume-based equivalent, and so does its discrete mesh-based integration. Actually computingit requires a very precise description of the geometry of cells of the mesh, in particular in the case where its facesare not planar. We thus fully characterize the shape of such cells, only as a function of nodes of the mesh andtopological relations between cells, allowing unambiguous definition of their volumes and centroids. Finally, wedescribe meshless discretization schemes of elliptic partial differential equations. We propose several alternatives forthe treatment of boundary conditions with the concern of imposing as few constraints on nodes of the point cloudas possible. We give numerical results confirming the crucial importance of verifying the compatibility conditions,at least in an approximate fashion. This simple guideline systematically allows the recovery of optimal convergencerates of the studied discretizations

The aim of this thesis is to analyze the current state of the process of internal and customer complaint management in REHAU Automotive s.r.o., Moravská Třebová. Based on the facts to make own proposals for improving the process of managing inter-nal and customer complaints, which will lead to a more efficient process, thus saving time, costs and overall improving of quality management in the company.

Byggbranschen är inte lika utvecklad inom förbättringsarbete och standardiserade processer som andra tillverkningsindustrier. Detta ger utrymme till forskning och utveckling inom området. Slöseri inom byggbranschen kan uppgå till 35 % av ett byggprojekts totala produktionskostnad. Genom att ta tillvara på den kunskap och de erfarenheter som finns inom företagen hos medarbetarna kan detta slöseri reduceras.Syftet med arbetet är att fastställa en standardiserad process för erfarenhetsåterföring. I arbetet analyseras och redogörs för hur erfarenhet kan spridas inom företaget genom standardiserade processer och verktyg, för att tas tillvara på och användas i framtida arbete. Riktlinjer för erfarenhetsåterföring ligger i grund för tillämpning av standardiserade verktyg och processer vid förbättringsarbete. Examensarbetet har inriktning mot erfarenhetsåterföring i hela byggprocessen, från projektering till avslutat projekt.Examensarbetet utformades genom en kvalitativ tvärsnittsstudie med en abduktiv ansats. Arbetet har utförts på Wästbygg där empirisk data insamlats genom intervjuer. Intervjuerna utformades semistrukturerat för att ge möjlighet till följdfrågor och fördjupning kring ämnet. Forskning visar att det är av yttersta vikt att arbeta med erfarenhetsåterföring vilket insamlad empiri understryker. Det teoretiska och det empiriska resultatet redovisar att det existerar en vilja till att arbeta med erfarenhetsåterföring. Dock försvåras förbättringsarbetet av diverse faktorer. Tidsbrist i form av att snabbt gå vidare till nya projekt gör att erfarenhetsåterföring blir lidande. Bristen på standardiserade processer för arbetet med erfarenhetsåterföring bidrar även till svårigheter inom ämnet. Enligt insamlad empiri är databaser med nedskrivna dokument för komplicerade för effektiv erfarenhetsåterföring. Detta leder till att författarna föreslår att verktyg bör grundas i verbal erfarenhetsåterföring som stöttas av systematiserad dokumentstyrning. Det läggs likväl tyngd på att erfarenhetsåterföring skall arbetas med kontinuerligt i byggprocessen genom ett systematiserat arbetssätt.<br>The construction industry has more undeveloped improvement work and standardized processes than its counterparts in manufacturing, which leads to scientific research openings and development opportunities. In the construction industry, waste may account for 35 % of the total production cost of a construction project. Through the utilization of knowledge and the experience that the companies possesses, the waste may be reduced.The purpose of this thesis is to determine a standardized process for experience feedback. This thesis will analyze and describe how experience and knowledge may be distributed throughout the company by using standardized processes and tools. The application of standardized tools and processes within the improvement work is based on guidelines for experience feedback. This thesis focuses on experience feedback for the whole construction process, from projection of a construction project until its finalization.The thesis was designed through a qualitative cross sectional study and was executed at the construction company Wästbygg. Empiric data was obtained through interviews, which was given a semi structural design for the enablement of a more precise study. Based on empirical studies, research shows how essential experience feedback is. Moreover, the research shows that absent experience feedback is caused by obstructive factors, rather than a commitment towards continual improvement. Lack of standardized processes for continual improvement contributes to difficulties within the area of experience feedback, as well as the time constraints that occur from moving to a new project. Experience feedback throughout written documents within a database is too complicated according to the empiric studies. To obtain a successful experience feedback, verbal communication tools should be used. Therefore, it is essential with continuous systematic experience feedback during the entire construction process.

L'objectif initial de l'ergonomie d'adapter le travail à l'homme a progressivement évolué avec la conception d’une santé construite qui souligne la possibilité pour les travailleurs de faire pleinement usage de leurs compétences. Dans ce cadre, notre principal objectif de recherche était de mieux comprendre les possibilités de développement conjoint des personnes et de l'organisation dans une entreprise automobile de type lean production. Trois axes de recherches ont ainsi été poursuivis. Le premier visait à identifier et analyser le modèle sous-jacent du travail dans la théorie de la lean production. Le deuxième s’est intéressé à la manière dont l'activité de travail est appréhendée dans les approches participatives d’amélioration continue. Enfin, le troisième axe visait à comprendre le rôle de l’ergonomie et de l’ergonome dans la transformation des situations de travail guidée par les objectifs d’optimisation de la lean production. Au cours des chantiers, les opérateurs formulent des possibilités de transformations non prévues qui permettraient une réelle amélioration de la production en agissant sur les déterminants de la qualité de leur travail. L’action de l’ergonome orientée vers une « meilleure » participation des opérateurs par la mise en débat des règles du travail semble alors insuffisante. Une intervention au niveau stratégique de l’entreprise serait indispensable pour prendre en compte les véritables enjeux émanant au cours de ces chantiers d’amélioration continue<br>The goal of ergonomic of adapting work to Man has gradually broadened in scope, notably with the evolution of the concept of health towards integrating the possibility for workers to make full use of their skills. Following this view, the main goal of our research was to better understand the possibilities of joint development of people and organization within a “lean production” industry. Three perspectives of analysis were fallowed. The first perspective related to the underlying model of work in lean production. The second perspective focused on mobilizing work activity as part of continual improvement approaches. The third perspective focused on the forms and goals of the transformation of work, in order to identify the role of ergonomics and evolutions in the practice of ergonomics in order to act in a context of deployment of a lean production system. Our results suggested that ergonomic action focused on identifying the conditions of improved participation is not enough. One must also provide feedback at the strategic level of management, so as to broaden the goals of projects aiming for continual improvement, by including the goals that had not been previously anticipated, and that had been formulated by operators

RESUMO: A gestão de ocorrências, sendo um requisito, quer legal, ao nível da regulação, quer normativo, tal como surge na ISO 9001, é um componente crítico para garantir a melhoria contínua um Serviço de Sangue, dado ter como objetivo a satisfação contínua dos requisitos dos dadores e recetores. A gestão eficaz, mas com eficiência, depende, também da eficácia da abordagem para gestão de ocorrência, nomeadamente, através da geração de correções, ações corretivas e ações preventiva eficazes. Esta dissertação discute a relevância, propondo um modelo de abordagem de gestão da qualidade conforme com os requisitos da lei fundamental da regulação de Serviços de Sangue, DL 267/2007, e com a norma global para sistemas de gestão da qualidade, ISO 9001. Esta abordagem usada descreve as várias etapas para a gestão eficaz de ocorrências, desde o seu relato, à sua classificação, tratamento com medição e análise risco associado e verificação da eficácia das ações tomadas. A eficácia do modelo teórico proposto foi verificado através da sua passagem para algoritmo informático num software comercial. Foi evidenciado neste software o cumprimento dos requisitos da abordagem teórica, pelo que a aplicação informática está conforme com os requisitos estabelecidos num procedimento documentado. Foi evidenciado, também, a rastreabilidade dos dados ao longo e toda a metodologia. A utilização de uma ferramenta informática também acrescentou valor ao modelo teórico, dado o acesso a toda a informação ser mais célere e de fácil acesso, quando comparado com o uso em suporte de papel.---------ABSTRACT: The issues management is a law requirement intended for regulation of “Blood Banks” and a quality management global requirement from ISO 9001. It is a critical activity, intended to to ensure continuous improvement on “Blood Bank”. Its goal is the continuous satisfaction of blood donors and transfusion recipients. Effective management and efficiency also depend on the effectiveness of the management of occurrence approach, namely in successful corrections, corrective actions and preventive actions. This paper discusses the relevance and it proposes a model approach to quality management according to the requirements of the fundamental law of regulation of “Blood Bank”, DL 267/2007, and according to the global standard for quality management systems, ISO 9001. This approach describes the various steps for effective management of incidents, such as his account, its classification, measurement and treatment using risk analysis and verification of the effectiveness of actions taken. The efficiency of the proposed theoretical model was verified through its transition to a computer algorithm trading software. It was demonstrated in this software that the requirements of the theoretical approach has been fulfilled by the computer application, which complies with the requirements established in a documented procedure. It was also evident that traceability of data across the methodology. The use of a software tool also added value to the theoretical model due to the access to all information to be faster and more easily accessible, when compared to paper.

El proyecto se basa en la mejora de los procesos de empresa Industrias John’s, dedicada al soplado, etiquetado y embalado de botellas de Pereftalato de Polietileno, dentro de la Planta de Perú Cola en Ucayali. El problema de la empresa es el número elevado de mermas de la empresa, que traducido en términos monetarios representa un importante porcentaje de pérdidas respecto a los ingresos anuales. Como primer paso se realizará el análisis de los procesos para identificar las principales causas de este problema. Además, se realizarán propuestas que ayudarán a la mejora de los procesos, las que se basan en conceptos de las técnicas de la ingeniería industrial que servirán para atacar y hacer frente el problema central. Las propuestas planteadas y desarrolladas serán evaluadas a fin de determinar los diferentes impactos dentro de la organización. Estas propuestas tienen el fin de reducir las mermas en los dos procesos anteriores. Se trabajan los siguientes puntos: Económico: De acuerdo con la medida que se opte se pueda disminuir el impacto económico que tienen las mermas relacionadas a los ingresos. Estratégico: Se desarrollará una alternativa de solución que le permita a la empresa poder competir con las principales empresas dentro del rubro y pueda estar a la par con la competencia. Además de ello, crear modelos de Mejora Continua. Por último, se optará por la mejor alternativa que aseguren el avance de la empresa, el desarrollo de sus ventajas competitivas a fin de mejorar la situación actual de la empresa, empleando menos recursos y por supuesto con mayores ganancias.<br>The project is based on the improvement of Industrias John's company processes, dedicated to the blowing, labeling and packaging of polyethylene perethalate bottles, within the Peru Cola Plant in Ucayali. The problem of the company is the high number of losses of the company, which translated into monetary terms represents a significant percentage of losses with respect to annual revenues. The first step will be the analysis of the processes to identify the main causes of this problem. In addition, proposals will be made that will help to improve processes, which are based on concepts of industrial engineering techniques that will serve to attack and address the central problem. The proposals proposed and developed will be evaluated in order to determine the different impacts within the organization. These proposals are aimed at reducing the merchandise in the two previous processes. The following points are worked: Economic: According to the measure chosen, the economic impact of the losses related to income can be reduced. Strategic: A solution alternative will be developed that allows the company to compete with the main companies within the field and can be on par with the competition. In addition to this, create models of Continuous Improvement. Finally, we will choose the best alternative to ensure the progress of the company, the development of its competitive advantages in order to improve the current situation of the company, using fewer resources and of course with higher profits.<br>Tesis

The Swedish company Kockums AB, at the forefront within maritime and naval technology, is in need of a tool, document, and/or method to include environmental aspects in their product development process. This is mainly because of additional requirements put on Kockums AB from their main customer. Ship recycling is the major issue that has to be addressed and included in Kockums AB’sworking procedures. Moreover, ship recycling is a pressing issue to handle due to horrible conditions in South Asian countries, where most ship dismantling is taking place. For these reasons, the objective of this M.Sc. thesis was to integrate environmental aspects in the product development process at Kockums AB by designing and proposing a way of implementing a tool, document, and/or method. Environmental product requirements that Kockums AB is demanded to fulfill mainly derives from customers, classification societies, laws and legislations, and themselves. The Hong Kong Convention has been adapted, in 2009, but is yet to enter into force. Ship recycling is covered by the convention,and an ‘Inventory of Hazardous Materials’ has to be provided from the ship builder, and hence this is the main aspect for Kockums AB to consider. Naval ships are, however, excluded from the Hong Kong Convention. Kockums AB does not have a routine on how to handle environmental requirements nor are environmental aspects included in their product development process. Consequently, Kockums AB’senvironmental ambition should not be put too high and rather aim at follow laws. In an empiricalstudy, regarding environmental aspects at Kockums AB, difficulties were identified. Lack of environmental knowledge, communication problems, and misunderstandings regarding the ambiguous term environment showed to be most notable. The three most prominent success factors for asuccessful integration of ecodesign, from the conducted literature review and empirical findings, are education for employees, existence of an environmental champion, and top management support. A Long-term Environmental Action Plan (LEAP), which took the success factors into account and contains 18 Actions, was developed for Kockums AB, and is the ultimate result of this research. The LEAP was developed in accordance with ISO 14006, a new standard for incorporation of ecodesign in Environmental Management Systems, with the aim of reducing adverse environmental impactsthroughout a product’s lifecycle. Moreover, the proposed way of implementing the LEAP was based on a ”Plan, Do, Check, Act” methodology from Product-Oriented Environmental Management Systems (POEMS). POEMS focus on a product’s environmental efficiency throughout its lifecycle, by a systematic integration of ecodesign in the company’s strategies and practices, and hence continual improvements. This way of implementation should be familiar to Kockums AB because the company is certified according to ISO 14001, where continual improvement of environmental performance is a key factor. The proposed LEAP includes tools, documents, and methods that are to be used in daily work and product development at Kockums AB. It is a step towards environmentally conscious design and enhanced environmental knowledge at Kockums AB. Additionally, as a result of the LEAP, the expectation is that environmental conscious mindsets of employees arise.

This diploma thesis named “The Proposal of the System of Regular Monitoring of the Suppliers’ Process Capability Indices” is divided into two sections. There is a theory about statistical process control with emphasized process capability analysis in the first section. The content of the second section is starting point, procedure and the outcome of the project I worked on in Robert Bosch Company, České Budějovice. The aim of the project is the improvement of input quality via the evaluation of suppliers based on their outcomes of SPC.

Lean Production, simply called Lean, is one of the most powerful concepts recently employed by many manufacturers and service providers in order to improve the quality of their products, eliminate any non-value adding activities from operation and reducing the costs of production. Relatively, Lean Services concept is created based on Lean Manufacturing to include service sectors. Many wastes exist within production and potentially all the processes related to that. Seven different types of wastes were being redefined over time to better fit service operations. A significant number of techniques have been defined in the Lean concept; make it possible to execute required actions for achieving such an improvement. Looking closer from different perspectives to operation helps the analyst to find the hidden wastes in the processes. With the help of Lean concept finding bottlenecks and problems will be much easier as wastes are categorized into different forms, so the analyst knows exactly where to look for it. After analyzing the current state, the next effort for executer is to try to eliminate these wastes and optimize the processes by applying Lean and other supply chain techniques. A future state then will be created to solve the problems observed in the current operating state and most importantly this state will offer a much smoother production flow and less wastage in the operation. This thesis is involved with use of Lean and Supply Chain tools in one of the UPS local centers aiming to operate on Lean principles in the end. This will bring the company continues improvement on the processes which helps the company in many aspects.

Mestrado em Gestão de Projetos<br>A análise de riscos ocupacionais é um tema cada vez mais atual na sociedade, não só em Portugal como a nível mundial. Pretendeu-se implementar um projeto para melhorar o desempenho e a qualidade da organização em termos de avaliação de riscos ocupacionais, numa empresa de inspeção de veículos, conhecer como os inspetores de veículos percecionam o risco ocupacional, uma vez que não existe na empresa qualquer tipo de análise de riscos ocupacionais. Uma das fontes da recolha de dados do estudo de caso, foi a perceção da totalidade da população dos 16 inspetores de veículos existentes na empresa, aos quais foi aplicado um questionário, adaptado do modelo OIRA, que inclui 10 módulos de riscos ocupacionais. O módulo 7 - Riscos físicos, sub-módulo ruído, foi percecionado com valores de prioridade mais elevado, em sentido contrário o módulo 8 - Segurança em máquinas, foi percecionado com valores de prioridade mais baixos. Na avaliação global dos riscos, os que estão associados ao ruído apresentaram os valores de prioridade mais elevados. Para resolução dos problemas associados ao ruído, utilizou-se a ferramenta A3-1, para proposta de medição de níveis de ruído. Para medir os níveis de ruído utilizou-se novamente a ferramenta A3-2, obtendo-se os valores máximos de exposição dos inspetores aos níveis de ruido Lex, 8h = 78 dba e Lcpico= 121.1 dbc. Estes valores encontram-se abaixo dos valores mínimos legais, não existindo necessidade de ações corretivas, no entanto propõem-se ações preventivas numa perspetiva de melhoria continua.<br>The analysis of occupational risks is an increasingly current issue in society, not only in Portugal but also worldwide. It was intended to implement a project to improve the performance and quality of the organization in terms of occupational risk assessment, in a vehicle inspection company, to know how the vehicle inspectors perceive the occupational risk, since there is no type in the company Analysis of occupational risks. One of the sources of the data collection of the case study was the perception of the total population of the 16 vehicle inspectors in the company, to which a questionnaire was applied, adapted from the OIRA model, which includes 10 occupational risk modules. Module 7 - Physical hazards, sub-module noise, was perceived with higher priority values, in the opposite direction the module 8 - Safety in machines was perceived with lower priority values. In the overall risk assessment, those associated with noise had the highest priority values. To solve the problems associated with noise, the tool A3-1 was used for a proposal to measure noise levels. To measure the noise levels, the tool A3-2 was used again, obtaining the maximum values of exposure of the inspectors to the noise levels Lex, 8h = 78 dba and Lcpico = 121.1 dbc. These values are below legal minimums, and there is no need for corrective actions, however, preventive actions are proposed in a perspective of continuous improvement.<br>info:eu-repo/semantics/publishedVersion

La mejora de los procesos es fundamental en el crecimiento de cualquier organización que tenga metas cada más ambiciosa. Entre estas organizaciones se encuentra las empresas del rubro joyero que requieres de diversos recursos como la mano de obra calificada, tecnología y proveedores confiables, que cumplan los plazos de entrega establecidos y cuenten con productos de calidad. Es por ello, que las empresas de este rubro buscan a estos proveedores para mantener una relación a largo plazo con sus clientes, ya que de ellos dependerá del ritmo de producción que tendrá la empresa productora de joyas. En la presente investigación se realiza con la finalidad de analizar la situación actual de trabajo en una empresa productora de joyas y presentar propuestas de mejora en los procesos realizados por esta que pueda aumentar su rentabilidad y satisfacer las necesidades que tengan sus clientes actuales y potenciales. En primer lugar, en el proyecto se dará una presentación de los conceptos teóricos que son necesarios para realizar el diagnóstico de la problemática, de esta manera se tendrá diversas herramientas que serán útiles para poder plantear las diversas propuestas de mejora en Arin S.A. Las propuestas de mejoras estarán planteadas para poder optimizar los procesos que realizan y de esta manera establecer una cultura de mejora continua dentro de la organización. Por último, el objetivo de esta investigación es que se pueda ordenar el área de producción y ejecutar las propuestas de mejora que se consideren necesarias. Gracias a ello, se optimizará los procesos internos de tal manera que se consigan procedimientos eficientes y eficaces cambiando procedimientos, modificando métodos de trabajo, eliminando procesos improductivos y elevando el ritmo de producción.<br>Process improvement is fundamental to the growth of any organization with increasingly ambitious goals. Among these organizations are the jewelry companies that require various resources such as skilled labor, technology and reliable suppliers, that meet delivery deadlines and have quality products. It is for this reason that the companies in this area look for these suppliers to maintain a long-term relationship with their customers, since they will depend on the rate of production that will have the jewelry producing company. This research is carried out with the aim of analysing the current work situation in a jewellery production company and presenting proposals for improving the processes carried out by this one, so as to increase its profitability and satisfy the needs of its current and potential clients. In the first place, the project will give a presentation of the theoretical concepts that are necessary to make the diagnosis of the problem, in this way will have various tools that will be useful to raise the various proposals for improvement in Arin SA. The proposals for improvements will be raised to optimize the processes they perform and thus establish a culture of continuous improvement within the organization. Finally, the objective of this research is to be able to organize the production area and execute the improvement proposals that are considered necessary. As a result, internal processes will be optimized in such a way that efficient and effective procedures are achieved by changing procedures, modifying working methods, eliminating unproductive processes and increasing the production rate.<br>Tesis

El estudio que a continuación se presenta, corresponde a una empresa dedicada al servicio de transporte de mercaderías e insumos del sector minero y en general. Durante el desarrollo de la investigación, se presentó el diagnóstico actual de la empresa y una propuesta de solución al problema general que presenta, en lo que concierne a su proceso de mantenimiento preventivo. El objetivo principal de este trabajo estará orientado a la reducción de los costos operativos y de oportunidad del proceso de mantenimiento preventivo. Los resultados de la investigación se han desarrollado atreves de una base de lineamiento para el análisis de la información. Se trabajó con una data real obtenida de medición de tiempos y costos del proceso que fue brindada por la empresa en estudio y de diferente información recabada mediante la observación y entrevistas a los colaboradores de dicha empresa. La reducción de los costos del mantenimiento se logró con la propuesta de creación un área de mantenimiento preventivo, dentro de las instalaciones de la empresa. Se realizó la restructuración del proceso de mantenimiento logrando la optimización del proceso, aprovechando los recursos físicos de la empresa. Se presenta una evaluación técnica de los recursos necesarios de la solución y una evaluación económica que ayudo a visualizar mejor sus resultados. Finalmente se podrá encontrar conclusiones y recomendaciones que complementan al estudio realizado. The study presented below corresponds to a company dedicated to the transportation of goods and supplies in the mining sector and in general. During the development work, the diagnosis of the company and a proposed solution to the problem that afflicts him, as it concerns their maintenance service arose. The main objective of this work will reduce costs and time of preventive maintenance process. The results of research have developed a guideline based on information analysis. We worked with real data obtained by measuring the time and cost of the process that was provided by the company under study. The reduction of costs and maintenance times are achieved with the implementation of a preventive maintenance garage, within the premises of the company. The restructuring of the maintenance process will take place, using the physical resources of the company. Technical and economic evaluation to help better visualize the improvement of the process and also serve analysis for decision-making occurs. Finally, conclusions and recommendations can be found to complement the study.

Il progetto l'analisi e l'efficientamento produttivo del reparto margarine dell'azienda Unigrà S.r.l.. Il caso studio è composto da: 1) fase di analisi as is (mappatura dei processi e definizione degli indicatori di produttività); 2) prioritizzazione delle cause di perdita di produttività; 3) selezione degli strumenti idonei alla riduzione di tali perdite (SMED, TPM); 4) valorizzazione economica dei benefici risultanti dagli interventi proposti.

The title of the research is Sustainability Performance Evaluation Management Systems Model for Individual Organizations and Supply Chains. This research has achieved its aim to develop and demonstrate the practical implementation of a simple and objective sustainability performance evaluation management system model for individual organizations and supply chains. It has resulted in the recognition that a new concept – Network of Interested Partners – underpins the achievement of sustainability. The term acknowledges the interdependence and reflects the essential cooperation that must be achieved between business organisations, their commercially related entities and the local community if progress towards sustainability is to be achieved. It therefore encompasses and extends the concept of a supply chain as currently used. Sustainable Development is defined by the World Commission on Environment and Development as development, which meets the needs of the present without compromising the ability of future societies to meet their own needs. Organizations, as part of human activities, also have to be sustainable. The sustainability of organizations is directly linked to the continual improvement of business performance. Many organizations have found a way to improve performance through the establishment of management systems. International Organization for Standardization (ISO) standards are recognized worldwide as reliable and efficient tools for the implementation of management systems. However, they do not always result in the desired improvement in outcomes. Therefore, if the required improvement of business performance is to be achieved, improved methodologies for development and implementation of performance evaluation (PE) processes are necessary. These methodologies must take into consideration sustainability principles. They also have to be applicable to individual entities and supply chains, with or without management systems in place. Supply chains are important because it is being increasingly recognized that overall supply chain performance is a means of adding value and competitive advantage to all businesses. In the first part of the research a performance evaluation model or PE (version 1 model) was developed. This was used as criteria to compare and evaluate existing performance evaluation processes and outcomes of individual organisations and their respective supply chain within the Gladstone region, Australia. Questionnaires have also been used to identify and evaluate the needs of the interested parties in relation to the organizations’ and supply chains’ business performance and processes of performance evaluation. All the information provided in the first part of the research was used by the researcher to develop the Sustainability Performance Evaluation Management Systems model or SPEMS (version 2 model). This incorporates the concepts of Network of Interested Parties/Partners. In particular, one of the outcomes is recognition that organizations need to establish partnerships if effective supply chain performance improvement is to be achieved. Therefore the establishment of partnerships has become a key requirement for the implementation of SPEMS. The establishment of partnership among participants of a supply chain of Gladstone and implementation of the eight first steps of the SPEMS (version 2 model) in this supply chain was commenced successfully through workshops. The supply chain was formed by commercial organizations, government entities and interested parties from the community. SPEMS requires that partners all have the same level of ownership and authority in the decisions of the supply chain. Some new terms and their definitions have been created within the research to support the new SPEMS model. They include: Network of Interested Partners, sustainability for organizations, sustainability KPI and sustainability friendly organizations. All of the above are encompassed within the final SPEMS (version 3 model).

Mestrado em Ciências Empresariais<br>No presente trabalho são analisados os possíveis factores que geram sucata na formação de jogos de placas na linha de montagem durante o processo produtivo de baterias, tendo por base dados reais de uma empresa do respectivo sector. A redução de sucata é um dos principais objectivos da empresa, desta forma os processos tornar-se-ão mais eficientes e os recursos dedicados a tarefas que gerem valor acrescentado e não a atividades de retrabalho. A empresa ABC aposta na melhoria contínua dos seus processos, sendo o Six-Sigma uma realidade como modelo de estratégia, e a metodologia usada nos projetos o DMAIC (Define - Definir; Measure - Medir; Analyse - Analise; Improve - Melhorar; Control - Controlar). Em todas fábricas do grupo existem equipas dedicadas ao desenvolvimentos de projetos Six-Sigma com o intuito de reduzir atividades que gerem desperdício. Estas equipas são lideradas por um Black Belt dedicado a 100% à Melhoria Contínua, e um conjunto de Green Belts que dedicam 20% do seu tempo ao desenvolvimento dos seus próprios projetos e a projetos conjuntos. Como suporte a todas equipas do grupo existe um Master Black Belt responsável por todas as atividades realizadas em todas as fábricas do grupo. A revisão de literatura foi efectuada tendo por base o impacto das metodologias Six-Sigma em processos produtivos e o controlo dos mesmos na gestão da qualidade. Na revisão de literatura foi igualmente feita a descrição da metodologia bem como o próprio conceito.<br>In the present work the possible factors that generate scrap in the formation of set of plates in the assembly line during the productive process of batteries are analyzed, based on real data of a company of the respective sector. Scrap reduction is one of the company's primary goals, so processes will become more efficient and resources dedicated to tasks that add value rather than reworking activities. The company ABC is committed to the continuous improvement of its processes, and Six Sigma is a reality as a strategy model and the methodology used is the DMAIC (Define - Measure, Analyze, Improve, Control). In all plants of the group there are teams dedicated to the development of Six Sigma projects in order to reduce activities that generate waste. These teams are led by a Black Belt dedicated to 100% Continuous Improvement and a team of Green Belts that devote 20% of their time developing their own projects and joint projects. As support to all teams in the group there is a Master Black Belt responsible for all the activities carried out in all the plants of the group. The literature review was based on the impact of Six Sigma methodologies on production processes and their control in quality management. In the literature review, a description of the methodology as well as the concept itself was also made.<br>info:eu-repo/semantics/publishedVersion

El principal objetivo del presente trabajo es presentar una propuesta de mejora en la planificación de la producción de una empresa de proceso continuo, haciendo uso del modelamiento de sistemas como herramienta que permitirá la optimización de la planificación de la producción. Este modelo permite que la planificación se centre en la reducción del costo total de la producción. Es así que se ha elaborado un modelo matemático que minimiza el costo de producción lográndose así una planificación optimizada. Esta propuesta de mejora en la planificación permite una mejor aplicación de las estrategias que ha definido la empresa de estudio, agilizando su proceso de toma de decisiones, permitiendo evaluar diferentes escenarios de formas rápida y precisa. Todas estas ventajas son vitales en el actual contexto de las empresas, donde una ligera ventaja es de mucha relevancia ante un mercado cada vez más competitivo y globalizado.<br>The main objective of this work is to present a proposal for improvement in the production planning of a continuous process company, making use of systems modeling as a tool that will allow the optimization of production planning. This model allows planning to focus on reducing the total cost of production. Thus, a mathematical model has been developed that minimizes the cost of production, thus achieving optimized planning. This proposal for improvement in planning allows a better application of the strategies that the study company has defined, streamlining its decision-making process, allowing it to evaluate different scenarios quickly and accurately. All these advantages are vital in the current context of companies, where a slight advantage is of great relevance in an increasingly competitive and globalized market.<br>Tesis

El principal objetivo del presente trabajo es presentar una propuesta de mejora en la planificación de la producción de una empresa de proceso continuo, haciendo uso del modelamiento de sistemas como herramienta que permitirá la optimización de la planificación de la producción. Este modelo permite que la planificación se centre en la reducción del costo total de la producción. Es así que se ha elaborado un modelo matemático que minimiza el costo de producción lográndose así una planificación optimizada. Esta propuesta de mejora en la planificación permite una mejor aplicación de las estrategias que ha definido la empresa de estudio, agilizando su proceso de toma de decisiones, permitiendo evaluar diferentes escenarios de formas rápida y precisa. Todas estas ventajas son vitales en el actual contexto de las empresas, donde una ligera ventaja es de mucha relevancia ante un mercado cada vez más competitivo y globalizado.<br>The main objective of this work is to present a proposal for improvement in the production planning of a continuous process company, making use of systems modeling as a tool that will allow the optimization of production planning. This model allows planning to focus on reducing the total cost of production. Thus, a mathematical model has been developed that minimizes the cost of production, thus achieving optimized planning. This proposal for improvement in planning allows a better application of the strategies that the study company has defined, streamlining its decision-making process, allowing it to evaluate different scenarios quickly and accurately. All these advantages are vital in the current context of companies, where a slight advantage is of great relevance in an increasingly competitive and globalized market.<br>Tesis

El presente artículo presenta las consideraciones para efectuar propuestas de mejora de procesos en el área de producción de un astillero. La investigación resume la problemática actual en las operaciones industriales en un astillero naval peruano, en el cual se describe el análisis y el diagnóstico de la empresa en donde se evidencia los sobrecostos generados por horas extras de la mano de obra, y finalmente se determinan algunas propuestas de mejora mediante la aplicación de herramientas de calidad para la optimización de procesos productivos.

Actuellement, les pratiques de Lean Management représentent un avantage compétitif pour la majorité des entreprises qui cherchent à améliorer leur performance dans un marché mondial très agressif. Le processus de mise en œuvre du Lean est très complexe ; il s'agit de se transformer en une nouvelle philosophie et de gérer l'entreprise - un changement de comportement. Ce document passe en revue la documentation relative aux pratiques de Lean Management et à l'incapacité de certaines entreprises à maintenir les résultats dans le temps, en particulier sur le décalage entre les objectifs du Lean et leurs efforts de mise en œuvre pour éliminer le gaspillage par l'amélioration des processus. La littérature a relevé plusieurs problèmes de gestion concernant ce problème, mais les principales raisons en sont, d'une part, une rupture des interfaces entre les aspects socio-techniques et, d'autre part, un besoin d'engagement réel de la part de la direction générale. Par conséquent, l'objectif de cet étude est de synthétiser et d'analyser ces difficultés Lean sur la base d'une pensée systémique dynamique et de proposer en plus, comme alternative à une proposition classique (linéarité) pour résoudre ces problèmes Leans, deux hypothèses : la contribution de la productivité qui réduit ces écarts, de manière plus globale ; en plus, sur l'approche de l'amélioration continue, qui permet de mesurer les"changements comportementaux" et encourage également la participation ; elle pose également le problème des performances chez des employés autonomes qui ont été documentés dans la documentation Lean<br>Currently, Lean Management Practices represents a competitive advantage for most companiestrying to raise their performance in a very aggressive global market. Lean’s implementationprocess is very complex; it means to transform into a new philosophy and managing the business- a behaviour change. This paper reviews the literature in relation to Lean managerial practicesand the incapacity for some companies to sustain the results over time; specifically about themisalignment among the Lean’s purposes with their implementation efforts to waste eliminationthrough the improvement of processes. The literature found several management issues regardingthis problem but the main reasons are firstly a breakdown interfaces between socio-technicalaspects and secondly, a need for real commitment from the top management. Consequently, thetarget of this paper is to synthesize and analyze those Lean difficulties based on dynamic systemthinking and, also, to propose two assumptions as an alternative to a conventional proposal(linearity) to solve this Leans’ problems: the contribution of productivity management whichnarrows these gaps, in a more holistic manner; in addition, based on the continuous improvementapproach as a metric to assess Lean’s "behaviour change" and also to encourage commitment; italso engages the performance dilemma throughout empowered workers that have beendocumented in the Lean literature

Esta tesis tiene como objetivo diseñar un Sistema de Gestión de Calidad que funcione de acuerdo a los requisitos de la norma ISO 9001:2008 para dar soporte a la empresa Consorcio Textil Vianny SAC en su desarrollo por la mejora continua y su exitosa implementación, en búsqueda de la satisfacción de nuestros clientes. En una primera etapa del desarrollo de la tesis se realizó un diagnóstico de la situación actual de la empresa Consorcio Textil Vianny SAC que incluye el chequeo del cumplimiento de los requisitos de la norma por la organización, un análisis de los defectos más comunes y sus consecuencias económicas debido a penalidades y devoluciones, una encuesta de satisfacción de los clientes en cuanto a la calidad de nuestros productos y atención que ofrecemos. Luego del análisis general de la empresa se realizó el desarrollo de la documentación según los requisitos de la norma ISO 9001:2008 que incluye el Manual de la Calidad, Procedimientos, Instructivos, Planes, Fichas e Indicadores con el propósito de facilitar a la empresa en su futura certificación. Incluimos además en la tesis un enfoque al direccionamiento Estratégico que es la principal base para la mejora continua, debido a que es el lineamiento que debe seguir la empresa Consorcio Textil Vianny SAC para el logro de sus objetivos en base a su política de calidad, planes, valores, misión y visión. This thesis aims to design a Quality Management System which operates in accordance with the requirements of ISO 9001: 2008 to support the company Consorcio Textil Vianny SAC in its development by continuous improvement and its successful implementation, search the satisfaction of our customers. In a first stage of development of the thesis a diagnosis of the current situation of the company Consorcio Textil Vianny SAC including checking compliance with the requirements of the standard by the organization, an analysis of the most common defects and their consequences are made due to economic hardships and returns, a survey of customer satisfaction in terms of product quality and care we provide. After the general analysis of the company's development of documentation it was performed according to the requirements of ISO 9001: 2008 including the Quality Manual, procedures, instructions, plans, Sheets and indicators in order to facilitate the company in future certification. We also include in the thesis an approach to strategic direction which is the main basis for continuous improvement, because it is the guideline to be followed by the company Consorcio Textil Vianny SAC to achieve its objectives on the basis of its quality policy, plans, values, mission and vision.

À STMicroelectronics, l'équipe de Business Intelligence est confrontée à exploiter quotidiennement des données et des informations pour créer des rapports d'activité afin de superviser la production. Dans une telle organisation industrielle, les produits changent régulièrement et les données peuvent rapidement devenir obsolètes. Par conséquent, au fil du temps, le nombre de rapports crées est de plus en plus important, tandis que les connaissances sur leur création sont perdues. Ceci est illustré dans une évaluation qualitative et quantitative de la partie principale du système de connaissances à STMicroelectronics.Ainsi, des problèmes d'obsolescence, de duplication, de non-centralisation et de prolifération continuent à surgir. Ce travail doit, donc, répondre à la question de recherche générale suivante:Comment assurer une capitalisation continue des connaissances métier?Pour répondre à cette question, un cycle d'amélioration continue pour la capitalisation des connaissances est proposé. Son objectif est de capitaliser efficacement et en permanence les connaissances, tout en ciblant les besoins métier et assurant une solution évolutive. Un système de Business Intelligence pour la Business Intelligence (BI4BI) est proposé. Comme la connaissance est intégrée non seulement dans les systèmes et les outils, mais aussi détenue par les humains et leurs pratiques, notre solution de capitalisation de connaissances proposée implique aussi les utilisateurs et les organisations: elle propose de recueillir les points de vue des utilisateurs pour les intégrer dans la représentation des connaissances et dans notre système BI4BI<br>At STMicroelectronics, the Business Intelligence team is daily confronted to exploit data and information to create reports about manufacturing activities in order to supervise it. In such an industrial organization, products change regularly and data can quickly become obsolete. Consequently, over time, the number of created reports is highly growing, while knowledge about their creation is lost. This is shown in a qualitative and quantitative evaluation of the main part of the STMicroelectronics' knowledge system.As a result, problems related to knowledge obsolescence, duplication, non-centralization and proliferation continuously arise. Therefore, this work addresses the general following research question:How to ensure a continuous expert knowledge capitalization?To answer this question, a continuous improvement cycle for knowledge capitalization is proposed. Its objective is to effectively and continuously capitalize expert knowledge while targeting business needs and providing an evolving solution. It is based on a Business Intelligence for Business Intelligence system (BI4BI). Since knowledge is embedded not only in systems and tools, but also in human minds and practices, our proposed knowledge capitalization solution also involves people and organizations: it proposes to collect users' feedbacks and insights to integrate them in knowledge representation and in our BI4BI tool

Une grande partie des organisations fonctionne avec des projets, qui peuvent être de natures très différentes. Afin de mener à bien leur réalisation, des méthodes et des outils sont apparus (systèmes de pilotage, tableaux de bord, indicateurs de performances...) pour aider les entreprises à mieux piloter les projets, à respecter leurs exigences et à augmenter leur performance. En effet, ces outils aident à piloter les projets et à mesurer l'avancement d'une activité et/ou d'un processus dans un projet. Toutefois, il est important de s'assurer que les processus mis en place permettent aux projets d'atteindre les objectifs fixés et qu'ils sont en amélioration continue. Pour cela, des modèles de maturité : Capability Maturity Model Integration (CMMI), Organizational Project Management Maturity Model (OPM3) entre autres, aident à identifier les forces et faiblesses des processus. Cependant, ils se limitent à donner des « meilleures pratiques » pour atteindre un niveau de maturité supérieur et ils ne donnent pas tous la méthode d'évaluation à suivre ni les méthodes pour accroire la maturité dans l'intérêt d'améliorer les processus. De même, le temps pour la mise en place des modèles est très long, ce qui ne permet pas de mesurer la maturité d'un projet dans les phases de son cycle de vie. Dans ce contexte, nous avons mené un travail de recherche dont l'objectif est de proposer une approche globale d'amélioration des processus à trois niveaux : Projet, Support Projet et Organisation. Ce travail propose donc une démarche de modélisation basée sur l'approche systémique et sur l'utilisation d'un modèle de maturité dans le cycle de vie d'un projet. Il aboutit à la mise en place d'un Système de Mesure et d'Exploitation de la Maturité de Projet (SMEMP) qui est constitué d'un modèle de maturité, d'une méthodologie d'évaluation et d'une méthodologie de préconisation des plans d'actions pour l'amélioration continue. L'application industrielle de ce travail a été effectuée au sein du groupe PSA Peugeot Citroën et notre approche a été mise en ouvre sur quatre projets véhicules. Les conclusions de ce travail ont contribué à l'amélioration de certains processus de développement des projets.

L'Administració pública i els governs locals no han estat exempts dels canvis que ha experimentat l'entorn global dels negocis (Farazmand, 1999). De fet, a finals de la dècada dels vuitanta i principis de la dels noranta alguns ajuntaments espanyols van adquirir la lògica de la modernització i la millora de la gestió pública, basada en l'aplicació de la Millora Contínua de Processos (MCP) i altres models de qualitat i excel·lència. Tot això, amb la finalitat de millorar els processos de treball i serveis públics i d'aquesta manera poder fer front a la creixent pèrdua de legitimitat davant la ciutadania, derivada dels canvis i les pressions de l'entorn global (Prats i Català, 2004; Merino Estrada, 2007). En tots aquests anys durant els quals alguns ajuntaments espanyols han implantat la lògica de la MCP i han gestionat les seves institucions des d'aquesta perspectiva s'han detectat diversos beneficis derivats del fet d'haver aplicat aquesta aproximació gerencial (Font, 1997; Díaz-Méndez, 2007; Ferré-Bargalló, 2007). No obstant això, en tot aquest temps i des del punt de vista acadèmic s'ha fet poc per comprendre com s'ha aconseguit sostenir les millores realitzades en els processos de treball després de l'aplicació de la MCP. En aquest sentit, en els últims anys algunes organitzacions del sector privat han estudiat el concepte de «sostenibilitat», entès de manera simple com el manteniment de les millores implantades a través d'un esforç de MCP al llarg del temps (Dale, Boaden et al., 1997; Bateman i David, 2002; Bateman, 2005; Palmberg i Garvare, 2006). No obstant això, en l'àmbit del sector públic la bibliografia mostra pocs estudis del terme sostenibilitat (Loomba i Spencer, 1997; Jones, 2000; Pollit, 2006), i si s'analitzen encara més específicament, el que es troba en la bibliografia de les administracions locals espanyoles és insuficient, per no dir inexistent.<br/><br/>Basada en el context anterior, la pregunta de recerca que regeix aquest estudi és: Com es genera la sostenibilitat de la Millora Contínua de Processos en les administracions públiques? Així mateix, s'han plantejat quatre sub-preguntes de recerca, que són: Com s'entén la millora contínua de processos en les administracions locals?, Com s'aplica i evoluciona la millora contínua de processos en la gestió pública de les administracions locals?, Com es genera un camí sostenible de la millora contínua de processos? Quin tipus d'elements bàsics, potenciadors i inhibidors afloren al camí de la sostenibilitat de la millora contínua de processos? i Com impacta l'aplicació de la MCP en la gestió pública? Per respondre la pregunta i les subpreguntes de l'estudi s'ha dut a terme una recerca de tipus qualitatiu emprant com a estratègia de recerca el mètode del cas (Yin, 2003). S'han seleccionat i estudiat quatre ajuntaments espanyols, tres d'ells sota una òptica retrospectiva i un sota un enfocament longitudinal (Leonard-Barton, 1990; Pettigrew, 1990) per augmentar la fiabilitat de l'estudi.<br/><br/>Els resultats de la recerca que es presenten segueixen la guia de la pregunta i les subpreguntes de recerca plantejades. Primer s'ofereix un esquema conceptual de com és la MCP en aquestes institucions. En segon terme, les troballes ens indiquen que la MCP es presenta per mitjà d'una série d'etapes evolutives i activitats de millora característiques en el context estudiat. Aquestes etapes evolutives presenten una sèrie d'elements bàsics (drivers) potenciadors (enablers) i inhibidors que influeixen en el seu desenvolupament. De la mateixa manera, la Sostenibilitat de la MCP es pot generar sota una sèrie de camins de sostenibilitat, els quals es poden presentar en forma d'un flux continu cíclic, d'un flux en desenvolupament o d'un flux continu en lots o simplement, presentar-se en un flux desbloquejat o en un flux irreversible o bloquejat. Cada camí de sostenibilitat està format per una sèrie d'etapes evolutives que s'apliquen mitjançant activitats de millora de la MCP i que tenen un impacte en la gestió pública de cada ajuntament. A més, el flux de cada camí de sostenibilitat es troba afectat per una sèrie d'elements bàsics (drivers), potenciadors (enablers) i inhibidors que es poden presentar. Finalment, també es va valorar l'impacte de l'aplicació de la MCP en les particularitats de la gestió pública, i es va realitzar un últim esforç teòric on es va desenvolupar una macro-teoria de processos, determinant un "camí òptim de sostenibilitat de la millora contínua de processos".<br>La Administración Pública y los gobiernos locales tampoco han estado exentos de los cambios que ha sufrido el entorno global de los negocios (Farazmand 1999). De hecho, la lógica de la modernización y mejora de la gestión pública, sustentada en la aplicación de la Mejora Continua de Procesos (MCP) y otros modelos de calidad y excelencia, fue adquirida por algunos Ayuntamientos españoles desde finales de la década de los ochenta y principios de los noventas. Todo ello, con el fin de mejorar sus procesos de trabajo y servicios públicos, para así, poder hacer frente a la creciente pérdida de legitimidad ante la ciudadanía, derivada de los cambios y presiones del entorno global (Prats i Català 2004; Merino Estrada 2007). En todos estos años que algunos Ayuntamientos españoles, han implantado y gestionado sus instituciones bajo la lógica de la MCP, se han reportado diferentes beneficios por aplicar dicha aproximación gerencial (Font 1997; Díaz-Mendez 2007; Ferré-Bargallo 2007). No obstante, poco se ha hecho desde el punto de vista académico, por comprender cómo se ha logrado sostener las mejoras realizadas en los procesos de trabajo después de la aplicación de la MCP, en todos estos años. En ese sentido, el concepto de «Sostenibilidad», entendido de manera simple como el mantenimiento de las mejoras implantadas a través de un esfuerzo de MCP a lo largo de los años, ha sido estudiado en organizaciones del sector privado en años recientes (Dale, Boaden et al. 1997; Bateman and David 2002; Bateman 2005; Palmberg and Garvare 2006). Sin embargo, en el ámbito del sector público la literatura muestra pocos estudios del término de sostenibilidad (Loomba and Spencer 1997; Jones 2000; Pollit 2006), y si se analizan aún más en específico, en las Administraciones locales españolas, lo encontrado en la literatura, es insuficiente por no decir inexistente.<br/><br/>Basado en el contexto anterior, la pregunta de investigación que rige este estudio es: ¿Cómo se genera la sostenibilidad de la Mejora Continua de Procesos en las Administraciones Públicas? Asimismo, se plantearon cinco sub-preguntas de investigación que son: ¿Cómo es la Mejora Continua de Procesos en las Administraciones locales?, ¿Cómo se aplica y evoluciona la Mejora Continua de Procesos en la gestión pública de las Administraciones locales?, ¿Cómo se genera un camino sostenible de la Mejora Continua de Procesos?, ¿Qué tipo de elementos básicos, potenciadores e inhibidores afloran en los caminos de la sostenibilidad y en la Mejora Continua de Procesos?, y ¿Cómo impacta la aplicación de la MCP en la gestión pública? Para responder a la pregunta y sub-preguntas del estudio, se condujo una investigación del tipo cualitativo, utilizando como estrategia de investigación, el método del caso (Yin 2003). Se seleccionaron y estudiaron cuatro Ayuntamientos españoles, tres de ellos bajo una óptica retrospectiva y uno, bajo un enfoque longitudinal (Leonard-Barton 1990; Pettigrew 1990) para aumentar la fiabilidad del estudio.<br/><br/>Los resultados de la investigación que se presentaron siguen la guía de la pregunta y las sub-preguntas de investigación planteadas. Primero, se presenta un esquema conceptual de cómo es la MCP en estas instituciones. En segundo término, los hallazgos nos indican que la Mejora Continua de Procesos se presenta a través de una serie de etapas evolutivas y actividades de mejora características en el contexto estudiado. Dichas etapas evolutivas presentan una serie de elementos básicos (drivers), potenciadores (enablers) e inhibidores que influyen en su desarrollo. <br/><br/>Asimismo, la sostenibilidad de la MCP se puede generar bajo una serie de caminos de sostenibilidad, los cuales pueden presentarse en forma de un flujo continuo cíclico, de un flujo en desarrollo, de un flujo continuo en lotes, o simplemente, presentarse en un flujo desbloqueado, o en un flujo irreversible o bloqueado. Cada camino de sostenibilidad, está compuesto por una serie de etapas, las cuales se aplican mediante actividades de mejora de la MCP, que tienen un impacto en la gestión pública de cada Ayuntamiento. Además, el flujo de cada camino de sostenibilidad es afectado por una serie de elementos básicos (drivers), potenciadores (enablers) e inhibidores que se pueden presentar durante la generación de los mismos. Finalmente, también se valoró el impacto que la aplicación tenía en la Mejora Continua de Procesos en las particularidades de la gestión pública, así como, la realización de un último esfuerzo teórico, en el cual se desarrolló una macro-teoría de procesos de un camino de la "sostenibilidad óptimo de la Mejora Continua de Procesos".<br>The Public Administration and local governments have not escaped the sweeping changes in the global business world either (Farazmand 1999). Indeed, the logic of updating and improving public management by applying Continuous Process Improvement (CPI) and other Total Quality Management (TQM) models was acquired by certain Spanish city authorities in the late 80s and early 90s, all in order to enhance their public service and operating processes with a view to dealing with the increasing loss of legitimacy vis-a-vis citizens, stemming from the changes and pressures of the global environment (Prats i Català 2004; Merino Estrada 2007).<br/><br/>On the basis of the foregoing context, the research question underpinning this study is How to generate sustainable Continuous Process Improvement in Public Administrations? Sustainability is here being understood as simply maintaining the improvements introduced by CPI efforts over the years. Sustainability has been studied from the standpoint of private-sector manufacturing organisations (Dale, Boaden et al. 1997; Bateman and David 2002; Bateman 2005; Palmberg and Garvare 2006). However, literature features very little research on this subject in the public sector (Loomba and Spencer 1997; Jones 2000; Pollit 2006).<br/><br/>In order to answer the research question posed, qualitative research was conducted using case studies as the research strategy (Yin 2003). Four Spanish city authorities were selected and studied: three from a retrospective standpoint and one from a longitudinal approach (Leonard-Barton 1990; Pettigrew 1990) in order to increase the reliability of the study.<br/><br/>This research found that CPI sustainability can be achieved via a series of "paths of sustainability" which may take the form of a continuous, cyclical flow, a developing flow or a continuous batch flow, or may simply produce an unfrozen flow or a path with an irreversible or frozen flow. Each path of sustainability consists of a series of evolving phases developed by means of CPI improvement activities that influence public administration. Along of theses evolving phases emerged a "Space of Sustainability of Continuous Process Improvement: SS-CPI". Besides, the flow of each path to sustainability and SS-CPI are influenced by a series of drivers, enablers and inhibitors that may arise as these paths are established. Finally, we found also the impacts of the application of CPI in public management and we propose and develop an emerging macro-theory for an "optimum sustainability path of Continuous Process Improvement".

Made available in DSpace on 2018-06-18T13:27:07Z (GMT). No. of bitstreams: 0 Previous issue date: 2017<br>O ensino a distância tem-se proliferado mundialmente em grandes proporções, inclusive na área da saúde, e para melhor atender a todos os públicos, os órgãos responsáveis pela educação do país, vem trabalhando fortemente com a questão da qualidade do ensino. Preocupados com a formação e com as ofertas dos cursos a distância, muitos foram os alcances ao longo dos anos. Recentemente, foi publicada a Resolução nº 1, de 11 de março de 2016, que estabelece as Diretrizes e Normas Nacionais para a Oferta de Programas e Cursos de Educação Superior na Modalidade a Distância. A partir de então, as Instituições de Ensino que se propuserem a fornecer educação nesta modalidade poderão seguir estes indutores, bem como sendo base para as políticas e processos de avaliação e de regulação dos cursos e das Instituições de Educação Superior (IES). Contudo, levando em consideração a grande oferta dos cursos de pós-graduação na área da saúde, por meio da modalidade a distância, torna-se premente, a avaliação destes cursos. Objetivo: identificar e analisar os critérios de qualidade para Educação Permanente em Saúde, na modalidade a distância, no curso de Especialização em Saúde da Família, ofertado pela UNA-SUS/UNIFESP, por meio da percepção dos sujeitos de pesquisa, sendo eles os alunos, tutores e coordenadores deste curso, analisar o projeto pedagógico do curso e comparar os critérios ressaltados nas falas dos participantes, com os indutores de qualidade sugeridos pelo Ministério da Educação. Método: Pesquisa descritiva, exploratória e qualitativa, que seguiu os seguintes passos metodológicos: pesquisa bibliográfica e pesquisa empírica, a fim de que ambas pudessem fornecer dados importantes acerca dos critérios de qualidade adotados pelo curso de Especialização Saúde da Família da UNA-SUS, emergiram então dos participantes à percepção da qualidade ao ensino a distância na educação permanente em saúde. Resultados: Após análise dos dados, verificou-se algumas particularidades relacionadas à educação permanente em saúde, destacadas pelos participantes da pesquisa, que devem ser tratadas e trabalhadas de forma exclusiva e gradativamente, também foi possível observar uma proximidade entre os critérios de qualidade indutores já divulgados pelo Ministério da Educação, nas expressões dos participantes desta pesquisa. Considerações Finais: Com os resultados, foi possível definir possíveis critérios de qualidade para educação permanente em saúde, na modalidade a distância, ficando estes disponíveis como produto de entrega desta pesquisa, para nortear e auxiliar instituições de ensino que ofertam cursos na área da saúde nesta modalidade.<br>The distance education has been proliferated globally in large proportions, including in the health area, and to serve better all the public, the responsible agencies of education in the country has been working hard on the issue of quality education. Concerned about the formation and the offers of distance courses, many have been the advances over the years. Recently, Resolution nº 1 of March 11th, 2016, which establishes National Guidelines and Norms for the Offering of Programs and Higher Education Courses in Distance Mode, was published. Since then, the Education Institutions that proposed to provide education in this modality can follow these inductors, as well as being the base for the evaluation policies and processes and regulation of courses and Higher Education Institutions. However, taking into account the big offer of postgraduate courses in the health area, by the distance modality, it becomes urgent the evaluation of these courses. Objective: to identify and to analyze the quality criteria for Permanent Health Education, in the distance modality in the specialization course in Family's Health, offered by the UNA-SUS/UNIFESP, by the perception of the participants of the research, which were students, tutors and coordinators of this course; to analyze the pedagogical project of the course and to compare the emphasized topics in the speeches of the participantes with the inductors suggested by the Education Ministry. Method: Descriptive, exploratory and qualitative research, which followed these methodological steps: bibliographic research and empirical research, with the proposal that both could provide important data about the quality criteria adopted by the UNA-SUS' Family Health Specialization course. That is, the perception of the quality of the distance education in the permanent education in health emerged by the participants. Results: After analyzing the data, there were some particularities related to the permanent education in health, emphasized by the participants of the research, which must be treated and worked exclusively and gradually, it was also possible to observe a proximity between the quality criteria already divulged by the Education Ministry, in the speeches of the participants of this research. Considerações Finais: With the results, it was possible to define possible quality criteria for permanent health education in the distance modality, being available as a product of this research, to guide and help education institutions that offer courses in the health area in this modality.

El presente proyecto de tesis plantea busca optimizar el proceso de gestión de interesados mediante herramienta de mejora continua para una empresa constructora mediana en el distrito de Santiago de Surco. Las empresas constructoras medianas cuentan con potencial de crecimiento económico y organización, lo cual facilitaría su adaptación y estandarización en torno a la gestión de sus interesados, también llamaos Stakeholders para ello se plantea desarrollar una metodología que integre la gestión de interesados y la mejora continua con la finalidad de lograr diferenciar la empresa constructora en relación a las demás. La metodología de investigación del presente proyecto se basa en recolección de información mediante encuestas realizadas a directores de proyectos, data de tres proyectos multifamiliares desarrollados en este distrito e información recomendada por el Project Managment Institute (PMI). Se procesó 61 encuestas realizadas a directores de proyectos multifamiliares del distrito, asimismo se obtuvo información de tres proyectos multifamiliares, de ello se pudo obtener el organigrama del proyecto, identificación de stakeholders, problemas al gestionar a los stakeholders, acciones para gestionar a los interesados, etc. Esta información será analizada mediante herramientas recomendadas por el PMI y el cuadro integrado para la gestión de stakeholders. En base al análisis de los datos obtenidos en las encuestas y los tres proyectos multifamiliares se plantea la propuesta de metodología, la cual está compuesta de 04 componentes: identificación, planificación, desarrollo – gestión y monitoreo, interactuando entre sí con la finalidad de optimizar los procesos de gestión de interesados y comunicaciones, desarrollando la mejora continua.<br>This thesis project seeks to optimize the stakeholder management process through a continuous improvement tool for a medium sized construction company in the district of Santiago de Surco. The medium-sized construction companies have potential for economic growth and organization, which would facilitate their adaptation and standardization around the management of their stakeholders, also called Stakeholders for this is proposed to develop a methodology that integrates the management of stakeholders and continuous improvement in order to differentiate the construction company in relation to others. The research methodology of this project is based on the collection of information through surveys of project directors, data from three multi-family projects developed in this district and information recommended by the Project Management Institute (PMI). Sixty-one surveys carried out with directors of multi-family projects in the district were processed. Information was also obtained from three multi-family projects, from which it was possible to obtain the organization chart of the project, identification of stakeholders, problems in managing the stakeholders, actions to manage the interested parties, and so on. This information will be analysed using tools recommended by the PMI and the integrated table for stakeholder management. Based on the analysis of the data obtained in the surveys and the three multi-family projects, the proposed methodology is proposed, which is composed of 04 components: identification, planning, development - management and monitoring, interacting with each other in order to optimize the management processes of stakeholders and communications, developing continuous improvement.<br>Tesis

Para el presente trabajo de investigación, se decidió hacer un estudio de mejora integral de los procesos en la empresa Claudia Cupcakes E.I.R.L., para lo cual, tomando en cuenta los conocimientos adquiridos a lo largo de la carrera de Ingeniería Industrial, se plantearon algunas propuestas de mejoras para los problemas identificados en la empresa, a fin de contribuir a su crecimiento y desarrollo.<br>For the recent research, it was decided to make a study of comprehensive improvement of processes in the company Claudia Cupcakes EIRL, for which, taking into account the knowledge acquired throughout the career of Industrial Engineering, some improvements proposals were raised to the problems identified in the company, in order to contribute to their growth and development.<br>Trabajo de investigación

The objective of this research is to analyze the degree of satisfaction of graduates, academics and employers as key actors in the formation process of the 2007 to 2011 cohorts, with respect to the graduation profile of the University's basic education pedagogy course. from Playa Ancha. Based on this profile, the satisfaction of these actors in relation to the professional knowledge considered in the Framework for Good Teaching is also described; to the curricular nuclei of the Career Studies Plan as well as the interpretation of the results of the accreditation processes as continuous improvement in the training. The results allow to recognize lower levels of satisfaction in subjects related to the integration in the classroom and to the disciplinary training. On the contrary, the consulted actors show greater satisfaction, in terms of the development of academic skills, the professional role as a socializing and change agent as well as personal and value development. Of the key actors consulted, the employer shows greater satisfaction with teacher training, followed by academics and graduates. All of the above allows decision making in teacher training, which facilitates continuous improvement in training processes<br>El objetivo de esta investigación es analizar el grado de satisfacción de titulados, académicos y empleadores como actores clave en el proceso de formación de las cohortes 2007 a 2011, respecto al perfil de egreso de la carrera de pedagogía en educación básica de la Universidad de Playa Ancha. Basado en este perfil, se describe además la satisfacción de estos actores en relación a los saberes profesionales considerados en el Marco para la Buena Enseñanza; a los núcleos curriculares del Plan de Estudios de la carrera así como la interpretación de los resultados de los procesos de acreditación como mejora continua en la formación. Los resultados permiten reconocer menores niveles de satisfacción en temáticas relacionadas con la integración en el aula y con la formación disciplinaria. Por el contrario manifiestan mayor satisfacción los actores consultados, en cuanto al desarrollo de destrezas académicas, al rol profesional como agente socializador y de cambio así como al desarrollo personal y valórico. De los actores clave consultados, el empleador manifiesta una mayor satisfacción con la formación docente, seguido por los académicos y titulados. Todo lo anterior, permite la toma de decisiones en la formación de profesores, que facilite la mejora continua en los procesos formativos

Lean Manufacturing es una filosofía centrada en reducir desperdicios que trae consigo impactos positivos en los resultados de una empresa. Sin embargo, este tipo de técnicas no son del todo compatible con el contexto de la industria minera. El estudio presenta un modelo que reúne las bases de aplicación de un sistema de Mantenimiento Productivo Total (TPM) como el inicio hacia la transformación Lean para una compañía minera. Este modelo toma como referencia modelos y casos de éxito que se implementaron anteriormente y es adaptado para garantizar el éxito de su aplicación. Asimismo, evalúa la importancia de utilizar un indicador adaptado a la minería como es el OEE minero y el MPI. Un caso de estudio es realizado para evaluar la potencial aplicación de la propuesta, diseñando los componentes principales del modelo propuesto para atacar cada uno de los problemas encontrados con el objetivo de incrementar la eficiencia de los equipos mineros. A través de un proceso de simulación para los volquetes se evaluó los efectos de aplicación de la propuesta, llegando así a un posible incremento de hasta +20.0pp en el OEE de esta familia de equipos. Este modelo puede ser aplicada a otros entornos de minería ya que es totalmente flexible en cada uno de sus pasos. A su vez, la implementación de estas estrategias crea una filosofía de trabajo centrada en la excelencia operativa para el área de mantenimiento.<br>Lean Manufacturing is a philosophy focused on the reduction and elimination of waste and brings with it a positive impact for companies. However, this kind of techniques are not compatible at all with an environment like the one the mining industry has. The following study shows a model for implementing Total Productive Maintenance in a mine, based on previous studies and successful cases studies to guarantee the success for the implementation and then enhance the efficiency of mining equipment. A case study in a Peruvian mine is made to evaluate the potential of implementation of the presented model, designing each of its components to solve all the diagnosed problems in the company with the aim of increase the efficiency and operability of the company’s mining equipment. The study shows how the proposed model can help to enhance the initial conditions that the mine had and optimize their operations. An evaluation was made, using process simulation for dump trucks, and the results demonstrates a possible increase on the Overall Equipment Efficiency of the Mining equipment (+20pp vs its initial state). Also, the implementation of this kind of models / methodologies / strategies, creates a new work philosophy centered on operational excellence for the maintenance department and the rest of the company.<br>Trabajo de investigación

This article aims to provide a view on the importance of institutional evaluations in educational programs that strive for continuous improvement. Furthermore, the article analyzes the concept of evaluation, explores some quality management models, and suggests the measures required for the design and implementation of an institutional evaluation process within the organization or one of its areas.<br>El artículo plantea la importancia de la evaluación institucional como parte inherente de la gestión de todo centro o programa educativo orientado al mejoramiento continuo. Además, analiza el concepto de evaluación, presenta algunos modelos de gestión de la calidad, y desarrolla las dimensiones necesarias para el diseño y ejecución de un proceso de evaluación institucional. Por último, indica algunas dificultades que podrían limitar la aplicación de la evaluación en la institución educativa.

A sociedade actual, cada vez mais exigente com a qualidade na prestação dos serviços e a resposta rápida às suas necessidades lança novos desafios ao papel da gestão orgânica de toda a estrutura das instituições, que evolui de uma função administrativa para uma função completamente reorganizada com novos procedimentos, de importância estratégica decisiva, de modo a propiciar os melhores resultados. Focalizando esta dimensão, a Gestão de/por Processos tem por objectivo a reformulação e reorganização da metodologia de trabalho de uma organização, sempre com a intenção de envolver os seus colaboradores nas diversas tarefas, das mais simples às mais complexas, e assim conseguir aumentar a sua motivação o que dará origem a um melhor desempenho profissional. O método BPM – Business Process Management (gestão por processos) tem como corolário a simplificação e desburocratização do sistema organizacional, o que implica a melhoria contínua. Deste modo a motivação do presente estudo consiste em fazer o levantamento de todos os processos organizacionais de uma organização pública nacional e prepará-la para a implementação do método BPM; ABSTRACT:Today's society is increasingly demanding of quality in service delivery and quick response to their needs, poses new challenges to the role of organic management of its entire structure, which changes from an administrative function to a function completely reorganized with new procedures, of decisive strategic importance in order to provide the best results. Focusing on this dimension, the Management / Business Process aims to overhaul and streamlining the working methods of an organization, always with the intention to involve its employees in the simplest tasks, and so as to increase their motivation which will result a better performance. The BPM - Business Process Management method (process management) has as its corollary the bureaucracy and simplification of the organizational system, which means continuous improvement. Thus the motivation of this study is to draw up an inventory of all the organizational processes of a national public organization and prepare it for the implementation of the BPM method.

<p>This report generally focuses on the process of getting medicine from the pharmacy in the hospital. The processes are different in Sweden and in China due to the different concrete conditions. Compared with the Swedish process the Chinese flow lags fairly far behind. To optimize the Chinese process by taking advantage of the Swedish process is the intention of this report; it also gives the advice on how to improve the performance for the Swedish process. By comparing the multiple theories for process improvement, I used Business Process Reengineering (BPR) theory to reengineer the Chinese process and used Continues Process Improvement (CPI) theory to ameliorate the Swedish process. The differences between BPR and CPI are also revealed in this report.</p>

El presente trabajo consta de una revisión de la situación actual de la empresa Transportes Pereda S.R.L.<br>This document describes an opportunity to improve and achieve the actual situation of the company “Transportes Pereda S.R.L”<br>Trabajo de investigación

Une membrane liquide composee d'un support poreux hydrophobe impregne d'un solvant organique a ete mise au point; l'isotridecanol s'est avere etre biocompatible, impermeable aux sels et au glucose et autorise un flux d'ethanol important (35 g/h. M**(2)). Cette membrane liquide mise en oeuvre avec une phase receptrice aqueuse a permis, par l'extraction de l'ethanol inhibiteur, une detoxification significative d'un mout de fermentation en activite: amelioration de la viabilite des levures et de productivite du fermenteur d'un facteur 2,5. En outre, ce procede d'extraction a permis de mettre en evidence l'activite inhibitrice de metabolites secondaires. Une etape supplementaire de concentration en ligne de l'ethanol extrait peut etre realisee en utilisant le procede a membrane liquide avec une phase receptrice gazeuse et un piege a froid. Enfin, une modelisation mathematique des phenomenes de transfert d'ethanol a travers une membrane liquide a permis de mieux cerner les resistances au transfert et a montre l'importance de parametres lies au support (epaisseur, porosite, tortuosite, des pores) et lies au solvant (coefficient de partage et diffusivite)

Dissertação de Mestrado apresentada à Universidade Fernando Pessoa como parte dos requisitos para obtenção do grau de Mestre em Gestão da Qualidade<br>A dissertação teve como objectivo principal a implementação dos cinco sensos (5S) no Serviço de Imagiologia do Hospital Fernando da Fonseca (HFF) e observar-se a contribuição para o programa de melhoria contínua da qualidade já existente. Neste contexto, o trabalho teve como fundamentação teórica a melhoria contínua da qualidade, a abordagem da qualidade no Serviço de Imagiologia do HFF, os 5S e a sua aplicação na saúde em Portugal. Esta fundamentação teórica foi referenciada no texto com fontes bibliográficas actuais. No âmbito desta dissertação, foi efectuado um estudo de caso recorrendo a uma pesquisa descritivo-exploratória através de uma abordagem quantitativa. Este estudo decorreu no período temporal compreendido entre Novembro de 2007 e Setembro de 2008. A população do estudo abrangeu todos os colaboradores perfazendo um total de cento e três pessoas, recorrendo-se a uma amostra constituída por oitenta e dois indivíduos através de uma amostragem aleatória estratificada. Foi definida a seguinte questão de investigação: Será que a implementação dos 5S contribui para a melhoria contínua da qualidade do Serviço de Imagiologia do HFF? O objectivo geral foi o de elaborar-se e implementar-se um modelo de aplicação dos 5S no Serviço de Imagiologia do HFF, pretendendo-se contribuir para a melhoria contínua da qualidade. Concluiu-se que a implementação dos 5S no Serviço de Imagiologia do HFF contribuiu para a melhoria contínua da qualidade. The dissertation had as the main purpose of implementing the methods named 5S in the Imagiology Service at Fernando Fonseca Hospital (FFH) and observing the contribute for the continuous improvement program of the quality already existing. In this context, the work had as theoretical fundamentation the continuous improvement of the quality, the approach of the Imagiology Service quality at FFH, the 5S and its application in the health of Portugal. This theoretical fundamentation was referred in the text with current bibliographic sources. In the field of this dissertation, it was effected a study of case using a descriptive- -researcher search through a quantitative approach. This study lasted between November 2007 and September 2008. The population of the study comprised all the collaborators amounting a total of one hundred and three people using a sample formed by eighty-two people through a stratificated random sampling. The following research question was set: In what way did the implementation of the methods 5S contribute to a continuous improvement of the Imagiology Service quality of FFH? The general objective was to prepare and to implement an application model of the 5S in the Imagiology Service of FFH, aiming to contribute for a continuous improvement of the quality. It was concluded that the implementation of the 5S in the Imagiology Service of FFH contributed to a continuous improvement of the quality. L’exposé a eu comme objectif principal l’implémentation de la méthode appelée 5S au Service d’Imagiologie de l’Hôpital Fernando Fonseca (HFF) et s’observer la contribution pour le programme de l’amélioration continue de la qualité déjà existante. Dans ce contexte, le travail a eu comme fondement théorique l’amélioration continue de la qualité, l’abordage de la qualité au Service d’Imagiologie du HFF, les 5S et son application dans la santé au Portugal. Ce fondement théorique a été référencé dans le texte à travers des sources bibliographiques actuelles. À propos de cet exposé on a été fait une étude de cas, en recourrant à une recherche descriptive - exploratrice à travers un abordage quantitatif. Cette étude s’est passée au période contenu parmi le mois de Novembre 2007 et le mois de Septembre 2008. La population de cette étude a été formée par tous les collaborateurs, en faisant au total cent trois personnes, en recourrant à un essai constitué par quatre-vingt deux individus à travers d’un essai aléatoire stratifié. On a formulé la question suivante : comment est-ce que l’implémentation des 5S a contribué pour l’amélioration continue de la qualité du Service d’Imagiologie du HFF ? L’objectif général a été celui d’élaborer et d’implémenter un modèle d’application des 5S au Service d’Imagiologie du HFF, avec l’objectif de contribuer pour l’amélioration continue de la qualité. Les résultats obtenus ont conclu comme l’implémentation des 5S au Service d’Imagiologie du HFF a contribué pour l’amélioration continue de la qualité.

L’objectif de cette étude est la conception et la réalisation d'un dispositif pilote de traitement de surface de fibres de carbone. Le traitement consiste en une oxydation électrochimique dans un milieu acétonitrile qui aboutit au greffage de fonctions aminées à la surface des fibres. Cet apport d'azote améliore fortement l'adhésion entre les fibres et les résines époxydes dans les matériaux composites. Le phénomène, mis en évidence par voltamétrie, est caractérisé par des analyses de surface ESCA. La cinétique du greffage de l'éthylènediamine a été étudiée sur des électrodes de fibres fixes en faisant varier leur longueur et le potentiel d'électrode appliqué. Les mesures d'intensité ont montré le rôle prépondérant de l'amine dans l'oxydation ainsi que la décroissance de l'activité le long de l'électrode. Les performances du greffage dans un dispositif ou la mèche de fibres circule dans divers bains ont été évaluées suivant trois modes de fonctionnement de la cellule électrochimique: contrôle du potentiel d'électrode, de la tension de cellule ou de la distribution de courant dans la cellule. La quantité d'azote fixée sur les fibres dépend principalement de la vitesse de défilement du fil dans la cellule. Une quantité importante de fibres traitées à la triéthylènetétramine a été produite, afin de préciser l'apport du traitement aminant au niveau des propriétés mécaniques des composites. Les résultats sont comparés avec ceux issus d'un autre procédé de traitement électrochimique, conduisant également à un apport d'azote en surface des fibres après la réduction de sels de diazonium en milieu acide

This diploma thesis analyzes the present state of a quality system inside the joint – stock company Brněnské vodárny a kanalizace. On the basis of comparison with choice modern continual improvement‘s methods of quality systems this diploma work availeble method, which leads to improvement of the quality system in the test lab of sewage works Brno-Modřice, as part of water quality control’s section.

In the sector of teaching, the search for the satisfaction of clients became the need of survival in the competitive market. In this scenario in constant change, the service organizations, specially the education one, need continuous improvement in their processes. The study presents important structural indications to the general direction of the institution in study, referred to the practices related to the organization environment and offers suggestions to improve the quality of services done, having as reference the development of people by means of training and capacitation. The data were collected at College Centenario, Santa Maria RS, with a population of all teachers and employees of the different sectors. The conception used in the process of the development of the research had as a direction the adaptation of the criteria of programs such as Malcolm Baldrige and Gaúcho Program of Quality and Productivity (PGQP), aiming the continuous improvement. The analysis of the data was done according to the descriptive statistic, inferencial statistic. The results showed that the components analyzed, the organizational environment and the organizational culture are very important to constitute the institutional evaluation to identify problems aiming the implementation of actions that can improve the organizational environment and therefore the quality of services done.<br>No setor de ensino, a busca pela satisfação dos clientes tornou-se uma necessidade de sobrevivência no mercado competitivo. Nesse cenário, em constantes mudanças, as organizações de serviço, principalmente, da educação, precisam de melhoria contínua nos seus processos. O estudo apresenta indicações estruturais importantes para a direção geral da instituição em estudo, no que se refere às práticas relacionadas ao Clima Organizacional, e propõe sugestões de melhoria da qualidade dos serviços prestados, tendo como referência o desenvolvimento das pessoas por meio de treinamento e capacitação. Os dados foram coletados no âmbito do Colégio Centenário, Santa Maria - Rio Grande do Sul, sendo a população alvo todos os professores e funcionários dos diversos setores. A concepção utilizada, nos processos de desenvolvimento da pesquisa, teve como base uma adaptação dos Critérios dos Programas Malcolm Baldrige e Programa Gaúcho de Qualidade e Produtividade (PGQP), visando a melhoria contínua. Para análise dos dados, foi utilizada a estatística descritiva e a estatística inferencial. Os resultados evidenciaram que os componentes analisados, Clima Organizacional e Cultura Organizacional, são muito importantes para a Avaliação Institucional, a fim de identificar problemas que visam à implementação de ações que possam melhorar o ambiente organizacional e, conseqüentemente, a qualidade dos serviços prestados.