Dissertations / Theses on the topic 'Total Experience Management'

Thesis (MEcon)--Stellenbosch University, 2004.
ENGLISH ABSTRACT: With heightening competitive pressures in the retailing environment, customer satisfaction and customer loyalty have become barometers of retailer performance. Determining the relationship of all the controllable elements that encourage or inhibit consumers during their contact with a retailer, defined as the Total Retail Experience (Berman and Evans, 1998: 19), with customer satisfaction and customer loyalty, formed the basis of this study. The dimensions ofTRE that were applied in this study were five controllable components, namely personal interaction, merchandise value, internal store environment, merchandise variety and complaint handling. The empirical study was applied specifically to a retailer dealing in health, home and beauty products. Data for this study was gathered via questionnaire from 34 000 of the most loyal card holders which participated in the loyalty program offered by the health, home and beauty retailer. The results of the data study indicated that the TRE instrument was a valid instrument to measure the success of providing a positive TRE for their consumers. Further, the instruments used to measure customer satisfaction and loyalty were deemed highly reliable. Of the five elements of TRE, enhancing the quality of personal interaction should be the primary focus in improving customer satisfaction, and it is significant that this retailer's management need only focus on improving these five dimensions of TRE to enhance customer satisfaction, given that almost three-quarters of customer satisfaction was accounted for by the five TRE dimensions. Results indicated that in contrast to customer satisfaction, customer loyalty was primarily driven by product related issues, with merchandise value being the strongest predictor of loyalty. Again, it was noted that more than half of the retailer's customer loyalty could be accounted for by the five TRE dimensions. Thus, efforts to improve any of the five TRE dimensions would enhance customer loyalty within this retailer's cardholder base. The varying importance of the specific TRE dimensions to both customer satisfaction and customer loyalty allow this retailer to identify the driving forces behind each of these concepts and allow for prioritizing strategies to optimize satisfaction and loyalty within their consumer base. By analyzing the responses of the individual items (questions) that measure each of the TRE dimensions as they appeared in the questionnaire, this study enables the retailer to focus on very specific aspects that influence each dimension of the TRE experience. Overall, it must be noted that respondents had positive experiences at the health, home and beauty retailer, which provides the retailer with a useful indicator of current satisfaction and loyalty levels and a point of comparison in determining the impact of the strategies employed to heighten satisfaction and loyalty.
AFRIKAANSE OPSOMMING: Toenemende druk van mededinging in die kleinhandelomgewing veroorsaak dat klientsatisfaksie en -lojaliteit barometers van kleinhandelprestasie word. Die basis van hierdie studie is daarin gelee om vas te stel wat is die verwantskap tussen al die beheerbare elemente wat verbruikers se gedrag tydens kontak met 'n kleinhandelaar aanmoedig of inhibeer, gedefinieer as die Totale Kleinhandelervaring (TKE) (Berman en Evans, 1998: 19), en klientsatisfaksie en -lojaliteit is. Die dimensies van TKE wat in hierdie studie toegepas is, is vyf beheerbare komponente, naamlik persoonlike interaksie, handelsware waarde, interne winkelomgewing, handelsware verskeidenheid en klagte hantering. Die empiriese studie is spesifiek toegepas op 'n kleinhandelaar wat handel dryf in gesondheid-, huis- en skoonheidsprodukte. Data vir die studie is ingesamel met behulp van 'n vraelys wat aan 34 000 van die mees lojale kaarthouers wat lid is van die lojaliteitsprogram van die gesondheid-, huis- en skoonheidsprodukte kleinhandelaar, gestuur is . Die resultate van die studie toon dat die TKE instrument 'n geldige instrument is om die sukses te meet indien 'n positiewe TKE vir kliente aangebied word. Voorts is ook bevind dat die instrumente wat gebruik is om satisfaksie en lojaliteit te meet, hoogs betroubaar is. Die verbetering van persoonlike interaksie tussen kliente en personeel blyk die primere fokus te wees indien klientsatisfaksie verbeter wil word. Die vyf dimensies van TKE is verantwoordelik vir byna driekwart van kliente se satisfaksie. Die kleinhandelaar se bestuur behoort dus slegs te fokus op die verbetering van die vyf dimensies van TKE. In kontras met satisfaksie, blyk lojaliteit primer veroorsaak te word deur produk verwante kwessies, met handelsware waarde as die sterkste voorspeller van lojaliteit. Meer as die helfte van die lojaliteit aan die kleinhandelaar word teweeggebring deur die vyf dimensies van TKE. Dus, pogings om enige van die vyf dimensies van TKE te verbeter, sal lei tot 'n verhoogde klientlojaliteit onder die kleinhandelaar se lojaliteit-kaarthouers. Die varierende belangrikheid van die verskillende TKE dimensies vir beide klientsatisfaksie en -lojaliteit stel die kleinhandelaar in staat om die dryfkragte agter elkeen van hierdie konsepte te identifiseer en maak die prioritisering van strategiee om satisfaksie en lojaliteit te maksimeer, moontlik. Die ontleding van die response op die individuele items (vrae) wat elkeen van die TKE dimensies meet soos wat dit in die vraelys voorkom, maak dit vir die kleinhandelaar moontlik om op spesifieke aspekte wat elke dimensie beinvloed, te fokus. Globaal gesien is bevind dat respondente positiewe ervarings by die gesondheid-, huis- en skoonheidsprodukte kleinhandelaar gehad het en hierdie kan as 'n nuttige indikator gebruik word van bestaande satisfaksie- en lojaliteitsvlakke en ook as 'n punt van vergelyking vir die bepaling van die doeltreffendheid van strategiee wat aangewend word om satisfaksie en lojaliteit te verbeter.

Värdskap - konsten att få människor att känna sig välkomna. Värdskap blir ett allt viktigare verktyg för verksamheter runtom i världen och kan vara avgörande för ett företags överlevnad. Under vår utbildning till upplevelseproducenter förstod vi snabbt att värdskap är lika viktigt på en professionell nivå som i vardagen och valde därmed att intressera oss för att integrera upplevelseproduktion med värdskapet i vår vardagliga skolmiljö. Syftet med rapporten var att skapa en värdskapsmodell för Campus Piteå utifrån upplevelseproduktionsmodellen TEM-Total Experience Management. Studien bygger på en semikvalitativ semistrukturerad intervju med en nyckelperson från Luleå tekniska universitet som bland annat har hand om värdskapet på universitetets olika campus. Två fokusgrupper med studenter från olika utbildningar på Campus Piteå har också genomförts. Under intervjun och fokusgrupperna kom det fram att det värdskap universitetet ville förmedla inte upplevdes på samma sätt av de studenter som vi pratade med på Campus Piteå. Därför har vi i delstudie tre med en GAP-analys som utgångspunkt skapat en vad vi kallar värdskapsmodifierad version av TEM, utifrån resultatet av intervjun och fokusgrupperna.
Hostmanship - the art of making people feel welcome. Hostmanship is becoming a very important tool for organisations around the world and can be vital for a company’s survival. During our Bachelor of Arts-degree in becoming professional Experience producers we realized that hostmanship is as important on a professional level as in every-day life which is why we took an interest in integrating experience production with hostmanship in our daily school environment. The purpose of this essay is to create a hostmanship model for Campus Piteå based on the experience production model TEM-Total Experience Management. The study is based on a semi-qualitative semi-structured interview with a key figure at Luleå University of Technology who is in charge of the hostmanship at the university’s different campuses. Two focus groups with students from different courses at Campus Piteå has also been completed. It was revealed during the interview and the focus groups that the hostmanship the university wanted to convey was not experienced in the same way by the students at Campus Piteå. We have therefore, in sub study three, used Gap-analysis as a tool to create a hostmanship modified version of TEM, based on the results of the interview and the focus groups.

This thesis reports on a study which explored the experiences of teachers working at Gilmore Primary School in the Australian Capital Territory as they initiated the management philosophy known as Total Quality Management (TQM). The teachers' perceptions of key TQM ideas were obtained from staff meeting notes, interviews and a variety of questionnaires. The teachers' perceptions constituted the data for the study. The study utilised ethnographic methodology incorporating aspects interpretive and critical approaches. Participants in the study were actively engaged in the initiation project and as such were taking part, with the researcher, in a co-operative experiential enquiry. Key TQM ideas provided the themes for this study. These themes were; continuous improvement, shared vision, customer and process focus, teamwork, outrageous goals and systematic data gathering. Teachers' perceptions regarding each of these themes or key ideas were analysed by considering the effect on them of two sets of factors. The first set consisted of factors in educational change while the second was comprised of factors in the culture of teaching. TQM history, principles and practices as well as the two sets of factors related to educational change and the culture of teaching were discussed in a review of literature. From the analysis of teachers' perceptions a series of recommendations were developed for implementing TQM at Gilmore Primary School and for more general application of theory and practice.

Higher education institutions (HEIs) are facing greater challenges in the modern era as a result of globalization, advancement in new technologies and the worldwide recession. As a result of these factors, as well as a decrease in government subsidies, marketing departments at HEIs find it more difficult to recruit and retain quality students. It is therefore necessary to establish what factors can contribute towards creating more satisfied and loyal students using the principles of relationship marketing, with the aim (in theory) to produce more customer advocates that will further their own studies, and actively promote their HEI to other prospective students. This study aimed to determine the customer experience levels of undergraduate students of the North-West University (NWU) in an administrative environment by using a quantitative approach. A questionnaire was distributed to students from ten different modes of delivery and campuses by using primarily a systematic random sampling technique, and self selective sampling to a lesser degree in the ten different learning models and campuses of the NWU. The total population of related administrative staff also received questionnaires, while qualitative, structured interviews were conducted with the registrars of the NWU. The data was analysed and interpreted by using the SPSS software, and frequency tables, reliability tests, factor analysis, correlations and the determination of the statistical analysis in an effort to answer the five research questions. A total of 1,299 students (4,2% of the population), 107 administrative staff members (73,2% of the population) and all four registrars participated in the study. There were significant differences found in the customer experience levels on the different campuses and modes of delivery especially in the direct interactions at service points. A strong positive correlation was reported between a positive customer experience as encountered by students, and their loyalty, as well as their intentions to continue their studies at the NWU, and their intention to actively endorse or promote the NWU to friends and family members (customer advocacy). There was also a strong positive correlation between staff members‘ intention to deliver satisfactory customer experience levels and also between it, their own loyalty and own customer advocacy levels. There was, however, no significant difference in the perceived customer experience levels between younger, on-campus students and older, off-campus students. Lastly, the NWU-PERF service quality tool was found to be a reliable and valid instrument to determine participants‘ perceptions about customer service levels at the NWU in the academic administration environment. Four of the five research questions could therefore be answered from the finding of this study, with only the expected differences in the perceived customer experience levels between younger, on-campus students and older, off-campus students proved as incorrect. It could therefore be concluded that all student populations therefore have the same customer experience desires. Several recommendations were made, including the further development, testing and usage of the NWU-PERF instrument to consistently improve service levels at the NWU, the establishing of policy documents to establish an awareness of a customer-centric approach, the development and use of appropriate technologies, the improvement of service experiences, a central customer service centre, adequate administrative staff, centralized support for off-campus programmes, and a broader, more active alumni association.
Thesis (Ph.D. (Marketing Management)--North-West University, Potchefstroom Campus, 2011.

This study explores the new quality assurance policy in Kuwait University. It aims to portray its positive development with the constraints and even the dysfunctions. A case study method is employed to focus on the new policy as it has been experienced in the science and education colleges. The QA policy at KU is an all-embracing approach that encompasses many aspects of institutional life. This study attempts to reflect the breadth of the strategy. The early chapters review the literature about quality assurance in higher education. This indicates that quality issues are of high priority worldwide. In this sense KU' s policy reflects an international trend but naturally the specific approach reflects the national context. Data were primarily taken from KU audiences, which include; academic administrators, faculty and students. Documents and questionnaires are also primary sources, which support the numerous interviews with KU informants. This diverse material provides for the triangulation of methods. After reporting the findings from the empirical investigations, an attempt is made to interpret the data through the employment of organisational metaphors. Four main metaphors were employed: KU as a system; KU as a political organisation; KU as an unstable changing organisation and KU as an organisational culture: an academic community. Metaphors as such provide an open-ended approach to the reader to perceive the new policy from different angles and perspectives relevant to the institution at large. The generalisations reached in the conclusions chapter support the fact that the institutionalisation of the new policy is influenced by external as well as internal factors that need to be considered by the various stakeholders of KU. These are the political and socio-economic local and international climate, the organisational structure of the institution and the cultural aspects of the academic community. Educational implications/recommendations are provided to further guide the ultimate development and success of the QA programme. Nonetheless, the new policy is still in its early stages of development to make confident judgements of its success or failure, as this study is exploratory rather than judgmental.

Globalisation has opened up international markets for South African companies, but has also introduced competition in the domestic market. As a result, South African organisations are forced to attain global efficiency levels if they are to compete on the world market as well as maintain their domestic market share. Organisations have to come with creative methods that can enhance their competitiveness, one of them being the Six Sigma. Six Sigma is a measurement-based strategy that focuses on process improvement and variation reduction as a means towards performance improvement. The methodology has a reputation of success, however a number of organisations believe that the methodology is not relevant to their specific competitive needs. Six Sigma is seen as another continuous improvement tool applicable to first world country organisations which will fade away with time. The study was undertaken to find out challenges and successes of implementing a Six Sigma methodology at Continental Tyre SA. The findings of the study revealed that the experience of implementing Six Sigma methodology at Continental Tyre SA is similar to those experienced by first world organisations. It is concluded that Six Sigma methodology can improve organisation processes and yield financial benefits irrespective of organisation location or background. However, organisations must follow a systematic guideline when implementing the methodology. The study provides recommendations on how Continental Tyre SA can align their strategy in order to achieve organisational objectives. The following recommendations were made: Roll out Six Sigma to support departments; Align the strategy to address critical success factors; Improve project turnover time and measure the success on financial savings and number of projects completed.

The Malcolm Baldrige Education Criteria for Performance Excellence outline effective practices and core values that have assisted businesses, health agencies, government institutions, and several school systems in the United States to improve performance within their organizations. Recent studies of school districts from across the nation have indicated some degree of success with implementation of the Malcolm Baldrige Education Criteria for Performance Excellence. This phenomenological study of principals' experiences with implementation of Quality in Education (based on the Baldrige Education Criteria) within the Calcasieu Parish School System answers the question: What are principals' experiences with the implementation of Quality in Education? Data were collected through individual interviews and questionnaires. Participants included ten principals who had been engaged in this district implementation effort for at least three years, as well as their administrative directors. Transcription, coding, and analysis resulted in emerging themes and key findings, which were organized as benefits and barriers to implementation of this school reform initiative. Benefits were identified as data-based decision-making and use of student data binders, a narrow focus and working smarter, not harder, and increased student responsibility for learning, parent communication and faculty input. This was accomplished through district support with professional development and the work of Quality mentors. Barriers were identified as teacher turnover and continual training of new staff, implementation of other programs, lack of faculty buy-in, and time. This study informs the literature of implementation issues with school reform initiatives.

Both globally and locally, agriculture faces ever increasing challenges such as high input costs, strict environmental laws, decrease in land for cultivation and an increase in demand due to the growing global population. Profitability and sustainability requires more effective production systems. Precision agriculture is identified as such a system and is built upon a system approach that aims to restructure the total system of agriculture towards low input, high efficiency and sustainable agriculture. The aim of this study was to analyse the state of precision agriculture in the summer grain producing areas of South Africa, specifically the North West and Free State provinces. In order to achieve this, a literature study was conducted. During the literature study the term ‘precision agriculture’ was defined and discussed. The precision agriculture cycle and its components were explained and benefits of precision agriculture were identified. The literature study was concluded with identifying and discussing the most widely used and most beneficial technologies as well as reasons for slow adoption. Findings from the literature study were used to investigate the state of precision agriculture locally. In order to achieve this, a quantitative approach was used and information was collected by means of an empirical study using a questionnaire. Questionnaires were distributed to farmers using selling agents of an agricultural company that is well represented in the targeted areas. The data was then statistically analysed. The survey showed that only 52% of summer grain producing farmers in the North West and Free State provinces of South Africa practises precision agriculture as defined in the v literature study. The study also revealed that the majority of precision agriculture farmers are over the age of 40, have more than 16 years of farming experience, are well educated, cultivate more than 1,000 hectares and uses none or little irrigation. The most commonly used precision agriculture technologies were grid soil sampling and yield monitors. The perception among most of the farmers was that precision technologies are not very affordable, not easily available and that it lacks proper testing with regards to efficiency. The group of summer grain–producing farmers that have correctly implemented precision agriculture as per definition stated that the benefits they derived from precision technologies include reduction in input costs, increased outputs and improved management skills. Too high implementation costs and technologies not providing enough benefits were among the main reasons farmers do not implement precision agriculture. It was concluded that a significant effort and amount of work is needed to increase the use of precision agriculture among summer grain–producing farmers in the targeted areas. A consolidated effort from government, agricultural institutions and agricultural companies will be needed to achieve this goal. Implementing precision agriculture as a system will require education (from primary to tertiary institutions) and improved marketing strategies. Only then will precision technologies be able to help meet the future demands placed on the agriculture sector.
Thesis (M.B.A.)--North-West University, Potchefstroom Campus, 2012.

by Cheung Kwok-wah.
Thesis (M.B.A.)--Chinese University of Hong Kong, 1993.
Includes bibliographical references (leaves [1]-[2] (2nd group)).
ABSTRACT --- p.ii
TABLE OF CONTENT
Chapter I. --- INTRODUCTION --- p.1
Chapter II. --- DEFINITION OF TOTAL QUALITY MANAGEMENT --- p.2
Chapter III. --- QUALITY AWARENESS IN HONG KONG --- p.3
Chapter IV. --- TOTAL QUALITY MANAGEMENT PRACTICE IN HONG KONG --- p.4
Chapter V. --- ISO9000.
Chapter A. --- What is ISO 9000 ？ --- p.6
Chapter B. --- Benefit of ISO 9000 --- p.6
Chapter C. --- ISO 9000 Certification in Hong Kong --- p.7
Chapter VI. --- PURPOSE OF THE STUDY --- p.8
Chapter VII. --- LITERATURE REVIEW --- p.9
Chapter A. --- Approach for implementation of Total Quality Management --- p.9
Chapter B. --- Factors associated with the success of implementation of TQM --- p.9
Chapter 1. --- Management commitment and Total Quality Management --- p.10
Chapter 2. --- Involvement of people and Total Quality Management --- p.10
Chapter 3. --- Quality Training and Total Quality Management --- p.11
Chapter 4. --- Measurement of quality cost and Total Quality Management --- p.12
Chapter 5. --- "Rewards, Recognition and Total Quality Management" --- p.14
Chapter C. --- Reasons for implementing quality improvement prcgramme --- p.14
Chapter D. --- Barriers to the implementation of Total Quality Management programme --- p.15
Chapter VIII. --- METHODOLOGY
Chapter A. --- Target population and sampling --- p.16
Chapter B. --- Target survey group --- p.16
Chapter C. --- The questionnaire design --- p.17
Chapter D. --- Questions grouping --- p.17
Chapter XI. --- SURVEY RESPONSES
Chapter A. --- Profile of the respondents --- p.19
Chapter B. --- Reasons for implementation of Total Quality Management programme --- p.22
Chapter C. --- Total Quality Management approach --- p.23
Chapter D. --- Quality department and Total Quality Management --- p.24
Chapter E. --- Quality training and Total Quality Management --- p.25
Chapter F. --- "Rewards, Recognition and Total Quality Management" --- p.26
Chapter G. --- Quality costs and benefits measurement and Total Quality Management --- p.27
Chapter H. --- Achievements observed after implementation of Total Quality Management programmes --- p.30
Chapter I. --- Difficulties encountered during implementation of TQM programme --- p.31
Chapter J. --- Outside resources for implementation of Total Quality Management programmes --- p.33
Chapter K. --- Opinions from manufacturers who have implemented Total Quality Management programmes --- p.34
Chapter L. --- Progress of ISO 9000 --- p.36
Chapter M. --- Comparison on Total Quality Management Practices between HK based and China based Manufacturers --- p.37
Chapter N. --- Summary --- p.43
Chapter X. --- RECOMMENDATIONS --- p.46
Chapter XI. --- ACKNOWLEDGEMENT --- p.48
REFERENCE
Chapter APPENDIX 1. --- Questionnaire
Chapter 2. --- Respondents profile by product nature
Chapter 3. --- Respondents profile by company size
Chapter 4. --- Respondents profile by length of time of TOM programme
Chapter 5. --- Reasons for implementation of TQM programme
Chapter 6. --- Total Quality Management approach
Chapter 7. --- Quality training provided to
Chapter 8. --- ISO 9000 status

by Yau Chi Shing Danny.
Thesis (M.B.A.)--Chinese University of Hong Kong, 1997.
Includes bibliographical references (leaves 77-82).
ABSTRACT --- p.ii
TABLE OF CONTENTS --- p.iv
Chapter
Chapter I --- INTRODUCTION --- p.1
Company Background --- p.3
From ISO 9000 Accreditation to TQM --- p.5
Approach to Implementation of TQM --- p.6
Methodology --- p.7
Purpose of Study --- p.7
Self-Assessment --- p.8
Interviews --- p.10
Chapter II --- LITERATURE REVIEW --- p.12
What is TQM --- p.12
What is Quality --- p.12
The TQM Gurus --- p.14
The Benefits of Implementing TQM --- p.15
Elements of TQM --- p.18
Tools and Models for TQM Implementation --- p.19
Critical Success Factors for TQM Implementation --- p.21
Why TQM Programs Sometimes Fail --- p.24
Is ISO 9000 a Prerequisite for TQM --- p.25
Chapter III. --- DATA ANALYSIS AND INTREPRETATION --- p.27
Mission and Objectives --- p.27
Developing of Mission Statements --- p.28
Core Values --- p.29
Goal Setting and Benchmarking --- p.30
Customer Focus and Satisfaction --- p.31
Market Share and Customer Attrition Rate --- p.32
Customer Satisfaction Drivers --- p.33
Customer Dissatisfaction Drivers --- p.35
Development of Action Plans to Promote Customer Satisfaction Drivers and Minimising Customer Dissatisfaction Drivers --- p.37
Development of Service Pledges --- p.38
Measuring the Views on Quality of Service of Internal Customers --- p.39
Operational Performance and Process Improvement --- p.40
Actions taken to Increase Direct Interaction with Customers --- p.41
Process Improvement --- p.43
Human Resources --- p.44
Staff Opinion Survey --- p.44
Performance Management System --- p.47
Staff Suggestion Scheme --- p.49
Information and Analysis --- p.50
Executive Leadership --- p.51
TQM-Critical Success Factors and Encountered Difficulties --- p.54
Chapter IV. --- CONCLUSION --- p.56
An Overview on TQM Self-Assessment Study --- p.56
Success Factors for TQM --- p.58
Readiness of an Organization for TQM --- p.58
Resistance to Cultural Change --- p.59
Need for Effective Measurements --- p.61
Need for Effective Communications --- p.62
Need for Effective Teaming --- p.63
Need for Senior Management Commitment and Effective Leadership --- p.64
Need for Expertise Advice and Guidance --- p.65
Closing --- p.66
APPENDIX --- p.67
Chapter Appendix 1 : --- TQM Self-Assessment Questions for Interviews --- p.67
Chapter Appendix 2 : --- TQM Gurus - Dr. Dealing's Contributions --- p.72
Chapter Appendix 3 : --- TQM Gurus - Juran's Contributions --- p.74
Chapter Appendix 4 : --- TQM Gurus - Crosby's Contributions --- p.76
BIBLIOGRAPHY --- p.77

This study primarily looked at teachers¡¦ experiences of the IQMS evaluation and its impact on their professional development. IQMS has been actively introduced at the school system for the past five years. The purpose of this study is two fold. Firstly, this study wants to explore the outcomes of IQMS within the school context with a specific focus on outcomes relates to teachers. Secondly, this study wants to document the experience of schools¡¦ trip through the IQMS process from the perspectives of teachers and the school managers. A survey methodology was used to produce the data together with the analysis thereof. Some of the key findings from this study reveal that: Teachers with lower teaching qualifications and teaching experiences perceived IQMS to be beneficial to them, while teachers with higher qualifications and longer teaching experiences were suspicious of the IQMS process. Younger teachers tend to have more positive feelings towards IQMS while older teachers tend to have negative feelings towards IQMS. On the other hand middle aged teachers tend to have mixed feelings towards IQMS. The IQMS evaluation report had a positive impact on teachers in general, in terms of them identifying a need to develop themselves. Some of the key recommendations in relation to this study are: The Department of Education should ensure that sufficient workshops and trainings are properly planned and provision is made for in service training of teachers. Quality education can only be possible if the Department of Education ensures that all schools are well resourced.
Thesis (M.Ed.) - University of KwaZulu-Natal, Durban, 2009.

M.Phil. (Mechanical Engineering)
The coal mining industry plays a major role in the global economy. Coal is required for the provision of primary energy needs, generation of electricity and production of steel. Hence, there is a high demand of coal worldwide. For the continuous supply of coal, mining equipment should be in good working conditions and the maintenance teams should be highly equipped and motivated to perform their maintenance activities ...

OBJECTIVE: Survey results from 161 respondents trained in dementia care mapping (DCM) in the United States and United Kingdom (82 and 79 respondents, respectively) addressed the following: (a) To what extent are mappers using DCM? (b) How satisfied are mappers with DCM? (c) What affect does DCM have on mappers' attitudes toward their dementia practice? and (d) What challenges are encountered by mappers in the use of DCM? METHOD: Analyses using odds ratios were used to make international and training-level (basic vs. advanced) comparisons. RESULTS: Differences across countries were found in use of DCM and lack of satisfaction using DCM codes. Similarities were found with positive affects of DCM on attitudes and lack of time for DCM. DISCUSSION: Differences in mappers' experiences and perceptions exist across the two countries, warranting increased attention to the cultural contexts within which mappers are situated and how these affect the implementation of DCM within a country.