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Azgin, Aytac. "Service quality assurance for the IPTV networks". Diss., Georgia Institute of Technology, 2013. http://hdl.handle.net/1853/48961.
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The objective of the proposed research is to design and evaluate end-to-end solutions to support the Quality of Experience (QoE) for the Internet Protocol Television (IPTV) service. IPTV is a system that integrates voice, video, and data delivery into a single Internet Protocol (IP) framework to enable interactive broadcasting services at the subscribers. It promises significant advantages for both service providers and subscribers. For instance, unlike conventional broadcasting systems, IPTV broadcasts will not be restricted by the limited number of channels in the broadcast/radio spectrum. Furthermore, IPTV will provide its subscribers with the opportunity to access and interact with a wide variety of high-quality on-demand video content over the Internet. However, these advantages come at the expense of stricter quality of service (QoS) requirements than traditional Internet applications. Since IPTV is considered as a real-time broadcast service over the Internet, the success of the IPTV service depends on the QoE perceived by the end-users. The characteristics of the video traffic as well as the high-quality requirements of the IPTV broadcast impose strict requirements on transmission delay. IPTV framework has to provide mechanisms to satisfy the stringent delay, jitter, and packet loss requirements of the IPTV service over lossy transmission channels with varying characteristics. The proposed research focuses on error recovery and channel change latency problems in IPTV networks. Our specific aim is to develop a content delivery framework that integrates content features, IPTV application requirements, and network characteristics in such a way that the network resource utilization can be optimized for the given constraints on the user perceived service quality. To achieve the desired QoE levels, the proposed research focuses on the design of resource optimal server-based and peer-assisted delivery techniques. First, by analyzing the tradeoffs on the use of proactive and reactive repair techniques, a solution that optimizes the error recovery overhead is proposed. Further analysis on the proposed solution is performed by also focusing on the use of multicast error recovery techniques. By investigating the tradeoffs on the use of network-assisted and client-based channel change solutions, distributed content delivery frameworks are proposed to optimize the error recovery performance. Next, bandwidth and latency tradeoffs associated with the use of concurrent delivery streams to support the IPTV channel change are analyzed, and the results are used to develop a resource-optimal channel change framework that greatly improves the latency performance in the network. For both problems studied in this research, scalability concerns for the IPTV service are addressed by properly integrating peer-based delivery techniques into server-based solutions.
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Himicheva, A. y S. Zenkina. "Quality assurance of logistic service of vehicle station dealers". Thesis, Київський національний університет технологій та дизайну, 2019. https://er.knutd.edu.ua/handle/123456789/14644.
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Bigot, Claire. "Mise en place d'un système d'assurance qualité ; application au circuit des dispositifs médicaux dans un service hospitalier d'odontologie". Bordeaux 2, 2000. http://www.theses.fr/2000BOR2P016.
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Awad, Hiba. "Quality of service assurance before deployment of fog systems with model-based engineering and DevOps". Electronic Thesis or Diss., Ecole nationale supérieure Mines-Télécom Atlantique Bretagne Pays de la Loire, 2025. http://www.theses.fr/2025IMTA0468.
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Le Fog Computing décentralise le Cloud en rapprochant les services de calcul, de stockage et de réseau de la périphérie du réseau. Cette approche réduit la latence, l’utilisation de la bande passante et améliore le traitement en temps réel. Cependant, la complexité et l’hétérogénéité des systèmes Fog rendent leur gestion difficile et coûteuse. Identifier les erreurs en phase d’exécution nécessite souvent de revenir aux étapes de conception, ce qui entraîne des coûts élevés en temps et en ressources. La vérification pré-déploiement est donc essentielle pour garantir fiabilité et efficacité. Les systèmes Fog, utilisés dans des domaines variés (santé, automobile, villes intelligentes), ajoutent de la complexité aux processus de vérification et de déploiement. Pour y répondre, nous proposons une approche générique et personnalisable basée sur un processus de vérification en deux étapes, combinant les phases de conception et de pré-déploiement, tout en automatisant les activités de vérification et de déploiement. Notre solution repose sur un langage de modélisation Fog adaptable, la vérification des propriétés non fonctionnelles à la conception (sécurité, énergie), et la génération de configurations de déploiement indépendantes des outils. La vérification pré-déploiement associe outils de déploiement et solutions QoS pour garantir la conformité aux critères définis avant le déploiement final. Validée par trois cas d’usage (campus intelligent, parking intelligent, hôpital intelligent), cette approche réduit les coûts, simplifie la gestion des systèmes Fog et garantit leur QoS. En intégrant des pratiques DevOps, elle répond aux exigences des environnements industriels et académiques modernesFog Computing decentralizes the Cloud by bringing computation, storage, and network services closer to the edge. This reduces latency and bandwidth usage while improving real-time processing. However, the complexity and heterogeneity of Fog systems, often comprising diverse entities, make lifecycle management challenging and costly. Runtime error handling frequently requires revisiting earlier phases, which is both timeconsuming and expensive. Ensuring reliability through pre-deployment verification is therefore essential. Fog systems are deployed in domains such as healthcare, automotive, and smart cities, further complicating verification and deployment processes. To address these challenges, we propose a generic and customizable approach based on a two-step verification process. This approach focuses on the design-time and pre-deployment phases, automating key verification and deployment activities. Our solution features a customizable Fog modeling language, design-time verification of non-functional properties (e.g., security, energy), preparation of pre-deployment configurations, and integration with industrial DevOps tools and Quality of Service (QoS) solutions. By combining Model-Based Engineering and DevOps practices, our approach ensures QoS, reduces deployment costs, and enhances automation to tackle the complexity of Fog systems. We validated this approach using three literature-based use cases—smart campus, smart parking, and smart hospital. Results demonstrate its effectiveness in QoS verification, deployment automation, and reducing complexity and costs, highlighting its relevance to state-of-the-art engineering and DevOps practices
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Izaret, Jean-Manuel. "Qualité perçue, qualité mesurée dans les réseaux de distribution de services : construction d'une méthode d'arbitrage entre action et communication". Châtenay-Malabry, Ecole centrale de Paris, 1997. http://www.theses.fr/1997ECAP0569.
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Ce travail s'intéresse à la différence qui peut exister entre deux définitions de la qualité : la qualité perçue par les consommateurs par essence subjective et la qualité mesurée par une entreprise qui vise à l'objectivité. La perception des clients est influencée la qualité mesurée mais peut l'être également par des actions de communication de l'entreprise. L'objectif est donc de construire une méthode permettant de déterminer quand une communication peut avoir plus d'effet sur la qualité perçue qu'une action visant à modifier une mesure de la qualité. Cette détermination est d'autant plus pertinente qu'elle peut s'appliquer aux attributs et non seulement à la qualité globale de l'offre. Les notions utilisées dans le cas des produits, comme l'accessibilité des attributs apparaissent difficilement applicables dans le cas des services qui sont essentiellement intangibles. La notion d'ambiguïté est proposée pour expliquer l'effet de la communication. Elle est opérationnalisée dans le cas des réseaux de distribution des services à travers les notions de distinctive et de perceptibilité qui sont construite à partir d'une analyse fonctionnelle de la qualité perçue sur les différents sites du réseau. Une analyse expérimentale sur un réseau de stations-services permet de démontrer la liaison entre ambiguïté et effet publicitaire. Des analyses expérimentales complémentaires sur un réseau de cliniques et sur un réseau de garages automobiles permettent de démontrer que l'ambiguïté apporte entre 70 et 80% d'information supplémentaire par rapport aux analyses classiques de la qualité perçue. La mise en perspective managériale de ces résultats permet de construire des outils opérationnels d'arbitrage entre communication par les enseignes et action au niveau des sites. Les implications au niveau des normes diffusées par les enseignes sont également proposées.
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Schnabel, Elaine Barbetta. "Quality in service and industry". Instructions for remote access. Click here to access this electronic resource. Access available to Kutztown University faculty, staff, and students only, 1994. http://www.kutztown.edu/library/services/remote_access.asp.
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Bourawy, Ashraf Ali. "Scheduling in IEEE 802.11e networks with quality of service assurance". Thesis, Kingston, Ont. : [s.n.], 2008. http://hdl.handle.net/1974/1379.
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Plogin, Jérôme. "Démarche qualité en hygiène dans un service de médecine nucléaire". Bordeaux 2, 1998. http://www.theses.fr/1998BOR2P080.
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Appelquist, Patrik, Jesper Johansson y Mathilda Törnlöf. "Shareadox : -The paradox of service quality assurance in Sharing Economy businesses". Thesis, Linnéuniversitetet, Institutionen för organisation och entreprenörskap (OE), 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-45125.
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The purpose of the Sharing Economy is to exploit unused resources between people, as an alternative to buying new and owning themselves (Gansky, 2010). Gansky (2010) argues that a major reason why the Sharing Economy has grown in recent times is, besides from the recession and people’s increased environmental awareness, the urbanization which has made people move closer to each other and in to the big cities. This in addition to an increased use of GPS technology in smartphones enables people to be constantly connected to an ever-changing network. People now share and exchange services and products from each other. Sharing Economy businesses (SE businesses) enables this by facilitating the meeting and transaction, while at the same time capitalizing on it. What most established theories within the subject have in common is that they primarly describes what the Sharing Economy phenomenon is, but not how the SE businesses are working or could work with the business economics aspects such as quality assurance. Many SE businesses are building their brands as service companies and are therefore marketing themselfs as such. This despite the fact that these companies merely are enabling, and capitalizing on, individuals to connect. Hence, the SE businesses no longer own either the human or physical resources in the same way as traditional businesses would. Even so, these individuals are the public face of the companies. In order to continue to capitalize on the phenomenon it should be in the interest of the SE businesses to somehow work towards ensuring the quality of their services, but what happens when the resources are no longer owned by the company? The purpose of this study is to increase understanding of how SE businesses work with quality assurance of its services. There are in current time not many empirical studies on how SE businesses work with quality assurance from a business perspective. Therefore, this study intends to generate a theory based in reality. The researchers have used the grounded theory methodology. The companies that have been object of study are AirBnB, Lyft, Flexidrive and WorkaroundTown. One finding from the study is that the objects of study, the SE businesses, are working consciously on quality assuring their services through recruitment, training and feedback to their providers (the ones performing the services). Despite the fact that these companies only intend to work as an intermediary between users who want to share resources, the study has shown that the companies are focusing much on what could be compared to Human Resource Management. Furthermore, the SE businesses are using tools that in different ways result in quality assurance. Standardized systems for reservations, payments and similar reduces the risk of errors. Systems for grading fulfill a purpose of incentives as well as a means of control for quality assurance. The building of a community contributes to the creation an artificial corporate culture where common values and quality assumptions are being established. New providers are being recruited, trained and shaped in a user community where quality and standards are already deeply rooted. Finally, the study has shown that various tools are of various importances in the quality assurance work depending on the development on the SE business in question. As the service transactions between users are becoming more and more self-propelled, the company’s resources can shift from managing the main process towards managing supporting processes such as reactive processes, marketing and community building.Sharing Economy, eller delningsekonomi som det översatts till på svenska, syftar till att utnyttja outnyttjade resurser människor emellan som ett alternativ till att köpa nytt och äga själv (Ganska, 2010). En stor anledning till varför Sharing Economy har växt sig stort under den senaste tiden menar Gansky (2010) är, förutom lågkonjunkturen och människors ökade miljömedvetenhet, den urbanisering som sker över världen där människor flyttar närmare varandra till de stora städerna. Detta tillsammans med en ökad användning av GPS-teknologi i mobiltelefoner gör det möjligt att i realtid vara uppkopplad mot ett ständigt föränderligt nätverk. Nu byter och lånar människor tjänster och produkter mellan varandra, med hjälp av Sharing Economy-företag (SE-företag) som faciliterar mötet och transaktionen och kapitaliserar på detta. Vad de flesta etablerade teorier i ämnet har gemensamt är att de mestadels beskriver vad fenomenet är och vilka aktörerna är som jobbar med det men inte hur SE-företagen arbetar eller kan arbeta praktiskt med företagsekonomiska områden som exempelvis kvalitetssäkring. Många SE-företag bygger sina varumärken som tjänsteföretag och marknadsför sig som tjänsteföretag trots att företaget egentligen bara möjliggör för, och kapitaliserar på, att privatpersoner kopplas samman. SE- företagen äger således inte längre de mänskliga eller de fysiska resurserna på samma sätt som traditionella företag gör. Trots det fungerar dessa privatpersoner som företagets ansikte utåt. För att kunna fortsätta kapitalisera på fenomenet torde SE-företagen på något sätt arbeta med att kvalitetssäkra sina tjänster, men hur går det till när resurserna inte längre ägs av företaget? Syftet med denna studie är att öka förståelsen för hur Sharing Economy-företag arbetar med kvalitetssäkring av sina tjänster. Då det i dagsläget inte finns många empiriska studier om hur SE-företag arbetar med kvalitetssäkring ur ett företagsekonomiskt perspektiv syftar studien till att med utgångspunkt i verkligheten generera teori. Forskarna har använt sig av grundad teori som metodik. De företag som studerats i denna studie är AirBnB, Lyft, Flexidrive och WorkaroundTown. Studien har visat att de undersökta Sharing Economy-företagen aktivt arbetar med kvalitetssäkring av sina tjänster genom såväl rekrytering, utbildning och återkoppling till sina providers (den som utför tjänsten). Trots det faktum att dessa företag i grund och botten endast ämnar fungera som en förmedlare mellan användare som vill dela resurser, så visar detta att de har ett stort fokus på vad som kan liknas vid Human Resource Management. Vidare använder företagen olika verktyg i sitt arbete som på olika sätt leder till kvalitetssäkring. Standardiserade system för bokning, betalning och likande minimerar risken för att fel uppstår. Betygssystem fungerar som ett incitament såväl som ett kontrollmedel för kvalitetssäkring. Byggandet av ett community bidrar till att en artificiell företagskultur skapas där gemensamma värderingar och kvalitetsantaganden etableras hos företagens providers. Nya providers rekryteras in, utbildas och formas således i ett användarcommunity där kvalitet och standarder redan ska finnas djupt rotade. Slutligen har studien visat att olika verktyg är olika viktiga och tar olika stor plats i kvalitetssäkringsarbetet beroende på i vilken fas Sharing Economy-företaget befinner. I takt med att tjänstetransaktionerna privatpersonerna emellan blir allt mer självgående skiftas fokus för företaget egna resurser från huvudprocessen till stödprocesser så som reaktiva processer, marknadsföring och community-byggande.
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Brubaker, Thomas F. "Perceptions of assurance service services performed by certified public accountants: Accounting education assessment applications". Thesis, University of North Texas, 2001. https://digital.library.unt.edu/ark:/67531/metadc2912/.
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The overall purpose of this study was to examine how Certified Public Accountants (CPAs) perceive the potential use of assurance services to assess quality in accounting education programs. Survey questionnaires were mailed to a random sample of 250 CPAs in the north central Texas area. The questionnaire was designed to obtain demographic information and information relating to the respondents' perceptions of quality assessment of accounting education programs. An analysis of the results of this study suggest the following: CPAs consider (1) certain established criteria, such as SAT scores and faculty-to-student ratios, as effective measures for assessing quality attributes in accounting education programs and (2) traditional measures currently used for quality assessment in accounting education programs as only moderately effective by CPAs. CPAs are apparently seeking increased involvement with accounting education quality assessment and formulation of educational standards. They view the potential application of assurance services to accounting education quality as a way to offer a wider range of services to the public. CPAs perceive assurance services as a type of quality assessment that can be used to complement, but not replace, some of the more effective traditional methods, and as a way of enhancing the quality assessment process for accounting education.
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Rosenfeld, Nathalie Elisabeth. "Plan assurance qualité : prise en charge de la douleur. Mise en place, évaluation et bilan d'une expérience pilote. Service de médecine interne. CMC Beausoleil. Montpellier". Montpellier 1, 1998. http://www.theses.fr/1998MON11095.
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Kumar, Abhishek Anand. "Traffic sensitive quality of service controller". Link to electronic thesis, 2004. http://www.wpi.edu/Pubs/ETD/Available/etd-0114104-230026.
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Bellingan, Werner. "Improving the service quality of a civil consulting engineering firm through benchmarking". Thesis, Nelson Mandela Metropolitan University, 2007. http://hdl.handle.net/10948/743.
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The civil engineering industry in South Africa has seen a steady decline in the number of professionals during the last few decades, however it is expected that the government and private sectors are to spend over R200 billion on infrastructure in the next few years. This increases the demand on civil consulting engineering firms to achieve greater productivity, with reduced time and human resources, which has had a profound effect on the quality of service delivered to clients. These firms need to gain a competitive advantage by consistently providing Service Excellence, which is superior to their competitors. One way of achieving this is by benchmarking firms against their competitors. In this research paper the Service Quality and Service Recovery procedures of Company X in Port Elizabeth were benchmarked against its competitors using a customised form of the recognised SERVQUAL research instrument - the SERVPERF questionnaire. The results proved to be invaluable because the survey revealed insightful information which can be used to their strategic benefit. Civil consulting engineering firms need to be aware that Service Excellence is an imperative in the service industry, but do not necessarily have to be perfect. Firms simply need to outperform their competitors to be rated as market leaders. Strategies to improve the Service Quality and Service Recovery of the firm under review are suggested and this work concludes with suggestions for future research projects, which may be beneficial to the researcher, the civil engineering industry and the economy of South Africa.
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Mirnezami, Soheila y Susanna Hedengren. "Kvalitetssäkring av tjänsteföretag : en studie av utbildningsföretagens auktorisation". Thesis, Södertörn University College, School of Business Studies, 2005. http://urn.kb.se/resolve?urn=urn:nbn:se:sh:diva-156.
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Holmes, Elizabeth Ann. "An evaluation of the Midwifery Development Unit service specifications, through the quality assurance model for midwifery". Thesis, University of Glasgow, 1995. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.295331.
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Peacock, Sara D. "Factors influencing participation in the beef quality assurance program of the West Virginia Cooperative Extension Service". Morgantown, W. Va. : [West Virginia University Libraries], 2003. http://etd.wvu.edu/templates/showETD.cfm?recnum=3089.
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Thesis (M.S.)--West Virginia University, 2003.Title from document title page. Document formatted into pages; contains vii, 58 p. Vita. Includes abstract. Includes bibliographical references (p. 37-38).
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Chan, Wai-kuen. "Employees' perception of service quality as a major determinant towards customer satisfaction of a property management company in Hong Kong /". View the Table of Contents & Abstract, 2006. http://sunzi.lib.hku.hk/hkuto/record/B35808524.
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Bastani, Kaveh. "Compressive Sensing Approaches for Sensor based Predictive Analytics in Manufacturing and Service Systems". Diss., Virginia Tech, 2016. http://hdl.handle.net/10919/64917.
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Recent advancements in sensing technologies offer new opportunities for quality improvement and assurance in manufacturing and service systems. The sensor advances provide a vast amount of data, accommodating quality improvement decisions such as fault diagnosis (root cause analysis), and real-time process monitoring. These quality improvement decisions are typically made based on the predictive analysis of the sensor data, so called sensor-based predictive analytics. Sensor-based predictive analytics encompasses a variety of statistical, machine learning, and data mining techniques to identify patterns between the sensor data and historical facts. Given these patterns, predictions are made about the quality state of the process, and corrective actions are taken accordingly.
Although the recent advances in sensing technologies have facilitated the quality improvement decisions, they typically result in high dimensional sensor data, making the use of sensor-based predictive analytics challenging due to their inherently intensive computation. This research begins in Chapter 1 by raising an interesting question, whether all these sensor data are required for making effective quality improvement decisions, and if not, is there any way to systematically reduce the number of sensors without affecting the performance of the predictive analytics? Chapter 2 attempts to address this question by reviewing the related research in the area of signal processing, namely, compressive sensing (CS), which is a novel sampling paradigm as opposed to the traditional sampling strategy following the Shannon Nyquist rate. By CS theory, a signal can be reconstructed from a reduced number of samples, hence, this motivates developing CS based approaches to facilitate predictive analytics using a reduced number of sensors. The proposed research methodology in this dissertation encompasses CS approaches developed to deliver the following two major contributions, (1) CS sensing to reduce the number of sensors while capturing the most relevant information, and (2) CS predictive analytics to conduct predictive analysis on the reduced number of sensor data.
The proposed methodology has a generic framework which can be utilized for numerous real-world applications. However, for the sake of brevity, the validity of the proposed methodology has been verified with real sensor data associated with multi-station assembly processes (Chapters 3 and 4), additive manufacturing (Chapter 5), and wearable sensing systems (Chapter 6). Chapter 7 summarizes the contribution of the research and expresses the potential future research directions with applications to big data analytics.Ph. D.
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Andersson, Veronica. "Bröstcancerpatienters tillfredsställelse med den utredande vårdens kvalitet". Thesis, Uppsala universitet, Institutionen för folkhälso- och vårdvetenskap, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-166932.
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Syfte: Syftet med studien var att undersöka bröstcancerpatienters tillfredsställelse med vården under utredning av sin sjukdom samt att utforska vilka förbättringsbehov av vården patienterna uppgav. Metod: Samtliga patienter som rapporterades till Kvalitetsregistret för bröstcancer i Uppsala- Örebroregionen under 2007-2008 tillfrågades om deltagande i en enkätstudie. Undersökningsgruppen bestod av 165 kvinnor som i enkäten kommenterat den utredande vården. Enkätsvaren analyserades med kvalitativ innehållsanalys enligt Graneheim och Lundmans metod. Resultat: Bröstcancerpatienternas kommentarer gällde kategorierna organisation, kompetens, bemötande, information och generellt. Angående organisation uppgav patienterna behov av bättre samordning, högre personalkontinuitet, tillgång till en kontaktperson inom vården samt utökad psykosocial vård. Hög tillfredsställelse med vårdens kompetens rapporterades men även misstag samt upplevd bristande professionalitet hos vårdpersonalen. Vårdpersonalens bemötande uppgavs mestadels som tillfredsställande. Lägre tillfredsställelse rapporterades då vårdpersonalen förbisett patienten som individ. Tillfredsställelsen med information under utredning var hög då information getts personligen med tid för frågor och återkoppling. Då information varit svårtillgänglig, bristande eller ej anpassad efter patientens behov var tillfredsställelsen lägre. De generella kommentarerna indikerade hög tillfredsställelse. Slutsats: Bröstcancerpatienterna uppgav hög tillfredsställelse med kompetens och bemötande under utredningen. Lägre tillfredsställelse uppgavs med vårdens organisation och information. Förbättringsbehov som tydligast framgick var av ökad samordning av utredningens faser samt utökad psykosocial vård.Purpose: The purpose was to examine breast cancer patients’ satisfaction with care during diagnostic process and to investigate their identified needs for improvement. Method: Patients reported to the Quality register for breast cancer in Uppsala- Örebro during 2007-2008 were asked to participate in a questionnaire study. The study population was 165 women who commented on the diagnostic process. Answers were analyzed using qualitative content analysis by Graneheim and Lundman. Result: Patients commented diagnostic services regarding organization, competence, interpersonal skills, information and general. Concerning organization they reported needs for better coordination, better personnel continuity, a contact person and more psychosocial care. High satisfaction with health care competence was reported but also mistakes and lack of professionalism. Personnel’s interpersonal skills appeared mostly satisfactory. Lower satisfaction was reported when personnel overlooked the patient as an individual. Satisfaction with information was high when information was given in person with time for questions and feedback, and lower when information was hard to access, lacking or not adjusted to the patients’ needs. General comments indicated high satisfaction. Conclusions: Patient satisfaction with competence and interpersonal skills was high while satisfaction with organization and information was lower. Diagnostic services can be improved by coordination and more psychosocial care.
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Escalup-Delhommeau, Raphaële. "Stratégie de mise en place d'un système de traçabilité dans un service de stérilisation". Paris 5, 1999. http://www.theses.fr/1999PA05P157.
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Kumarapperuma, Nadith K. "Development of the service quality and performance model for independent colleges in the UK". Thesis, Anglia Ruskin University, 2014. http://arro.anglia.ac.uk/337206/.
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The aim of the research is to identify, evaluate and develop service quality measures/dimensions – from the students’ point of view – at independent Colleges in the UK. The primary objective of the study is to determine whether private higher education providers in the UK meet student expectations. In order to achieve the primary objective, the research identified two secondary objectives as: what are the areas of service quality that are most important to students, when choosing to study at a private college in the UK; and does their chosen private college meet student expectations in all these areas? The research consists of three stages: 1) an extensive analysis of literature followed by discussions with industry experts to map recent developments within independent colleges in the UK, 2) an analysis of a student focus group discussions as well as an expert panel review, of the focus group findings, in order to develop the initial conceptual model and the development of the measurement instrument i.e., online questionnaire, and 3) the online questionnaire link was then promoted to qualifying participants internationally using the official website (www.service-quality.co.uk) as well as social media, such as Facebook, LinkedIn, and Twitter. In addition, links to the survey and the progress have been listed at several discussion groups as well as included in online press releases. The online questionnaire was made available from 1st June to 30th November 2013, to ensure sufficient time was given to promote the survey and attract a good number of responses. 12,775 completed questionnaires were gathered during the six months period. The sample data was analysed for the normality of distribution followed by assessment of validity and reliability, using parametric statistical analysis tools. Finally, the research concluded that students chose to study at independent colleges as they offered five service quality dimensions as: flexible, market driven, assurance, customer focus and focus practitioners. The participants also agreed that their chosen independent college either met or exceeded their expectations. The research findings were inconclusive in terms of the order of importance of these service quality dimensions. The service quality and performance model for independent colleges in the UK requires these three components: service quality dimensions, measures, and implementation points, to continuously refine and develop. Following such a model, the organisation will continuously identify and refine the service quality dimensions and measures to meet changing student expectations on a continuous basis, whilst sustaining positive service gaps, thriving to remove negative service gaps and by converting neutral areas to positive service gaps.
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Kumarapperuma, Nadith K. "Development of the service quality and performance model for independent colleges in the UK". Thesis, Anglia Ruskin University, 2014. https://arro.anglia.ac.uk/id/eprint/337206/1/final%20thesis%20-%20Kumarapperuma.pdf.
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The aim of the research is to identify, evaluate and develop service quality measures/dimensions –
from the students’ point of view – at independent Colleges in the UK. The primary objective of the
study is to determine whether private higher education providers in the UK meet student
expectations. In order to achieve the primary objective, the research identified two secondary
objectives as: what are the areas of service quality that are most important to students, when
choosing to study at a private college in the UK; and does their chosen private college meet student
expectations in all these areas?
The research consists of three stages: 1) an extensive analysis of literature followed by discussions
with industry experts to map recent developments within independent colleges in the UK, 2) an
analysis of a student focus group discussions as well as an expert panel review, of the focus group
findings, in order to develop the initial conceptual model and the development of the measurement
instrument i.e., online questionnaire, and 3) the online questionnaire link was then promoted to
qualifying participants internationally using the official website (www.service-quality.co.uk) as well
as social media, such as Facebook, LinkedIn, and Twitter. In addition, links to the survey and the
progress have been listed at several discussion groups as well as included in online press releases.
The online questionnaire was made available from 1st June to 30th November 2013, to ensure
sufficient time was given to promote the survey and attract a good number of responses.
12,775 completed questionnaires were gathered during the six months period. The sample data was
analysed for the normality of distribution followed by assessment of validity and reliability, using
parametric statistical analysis tools.
Finally, the research concluded that students chose to study at independent colleges as they offered
five service quality dimensions as: flexible, market driven, assurance, customer focus and focus
practitioners. The participants also agreed that their chosen independent college either met or
exceeded their expectations. The research findings were inconclusive in terms of the order of
importance of these service quality dimensions.
The service quality and performance model for independent colleges in the UK requires these three
components: service quality dimensions, measures, and implementation points, to continuously
refine and develop. Following such a model, the organisation will continuously identify and refine
the service quality dimensions and measures to meet changing student expectations on a
continuous basis, whilst sustaining positive service gaps, thriving to remove negative service gaps
and by converting neutral areas to positive service gaps.
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Mathekga, Abbey Mokwape. "The impact of in-service training a reassessment of the cascade model /". Diss., Pretoria : [s.n.], 2004. http://upetd.up.ac.za/thesis/available/etd-03172005-115737/.
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Uebbing, Markus. "Calculation possibilities and quality assurance in vibration welding = Berechnungsmöglichkeiten und Qualitätssicherung beim Vibrationsschweissen /". Düsseldorf : Dt. Verl. für Schweisstechnik, DVS-Verl, 1995. http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&doc_number=006992911&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA.
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Keet, Marius. "Investigation into the provision of service excellence in a selected bank in the Port Elizabeth metropole". Thesis, Port Elizabeth Technikon, 2000. http://hdl.handle.net/10948/31.
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In this research customer service excellence in First National Bank in the Port Elizabeth metropole was investigated. From the industry and competitor analysis it can be concluded that banking is a highly competitive industry that is undergoing constant change because of fierce competition. The literature survey was aimed at placing the concept of service quality, excellence and customer loyalty which lead to customer retention into perspective. The concept of total quality management outlining the specific requirements of how the concept can be utilised and how a service quality programme can be implemented was discussed. The purpose of the empirical study was to test customers’ perceptions of service provided by First National Bank and to contribute with useful information to the bank studied. From these findings improvements and recommendations were suggested as a guideline for any bank to follow to improve customer service levels. The empirical study results were satisfactory and informative. The meaningful positive responses that were identified can be utilised as competitive marketing strategies by FNB. The meaningful negative concerns the bank should consider improving upon and attention should be given to the language and SBU differences outlined.
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Guild, Jennifer A. "Scripting quality of security service (QoSS) safeguard measures for the suggested INFOCON system". Thesis, Monterey, California. Naval Postgraduate School, 2004. http://hdl.handle.net/10945/1188.
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Approved for public release, distribution is unlimitedThe existing INFOCON system is an information warning system that the DOD maintains. It is not formally correlated to other warning systems, such as DEFCON, FPCON/THREATCON, WATCHCONs, SANS INFOCON, or the Homeland Security Advisory System Threat condition. The criteria for each INFOCON level are subjective. The INFOCON recommended actions are a mix of policy and general technical measures. The INFOCON system vaguely follows the Defense in Depth network defense methodology. This thesis examines the foundations for the existing INFOCON system and presents an evolved INFOCON system. The focus will be on the security of the DOD information infrastructure and the accomplishment of the mission, as well as the usability and the standardization of the INFOCON warning system. The end result is a prototype that is a set of predefined escalation scripts for the evolved INFOCON system's safeguard measures.
Civilian, Federal Cyber Service Corps, Naval Postgraduate School
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Kwong, Sau-yee Cecilia. "A study of the applicability of service quality for casework counselling in Hong Kong : myth or reality? /". Hong Kong : University of Hong Kong, 1996. http://sunzi.lib.hku.hk/hkuto/record.jsp?B17507819.
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Beauquier, Sophie. "Enjeux, contraintes et potentialités des organisations "orientées clients" : le cas de deux entreprises de service : ASSUR et la RATP". Phd thesis, Ecole des Ponts ParisTech, 2003. http://tel.archives-ouvertes.fr/tel-00005756.
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Depuis plus d'une dizaine d'années, les notions de service(s) et de relation(s) de service prennent une importance croissante dans les entreprises et les administrations. C'est le cas dans les deux entreprises de services que nous avons étudiées (une entreprise d'assurance et une entreprise de transport) qui s'efforcent désormais de placer le client-usager au centre de leur fonctionnement organisationnel et de leurs processus, avec pour objectif la mise en place d'organisations « orientées client ». Cette nouvelle orientation se traduit par une modification des situations et des conditions de travail exigeant des salariés le développement de nouvelles compétences et attitudes, d'une nouvelle culture et d'une nouvelle professionnalité axées sur la qualité du service rendu et la satisfaction du client. Cette thèse permet d'éclairer les rationalités managériales mises en uvre pour définir ces organisations et leurs effets sur les métiers et les rapports sociaux (internes et avec les clients). Elle illustre les enjeux professionnels, organisationnels, politiques et idéologiques ainsi que les limites de ces projets de changement qui demeurent inscrits dans une logique industrialiste et ne parviennent pas à promouvoir une logique de service s'appuyant sur la prise en compte des attentes et des usages des clients et sur l'évaluation des "effets utiles" des services offerts.
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Barauskas, Vaidas. "UAB „Marškinėlis“ paslaugų kokybės gerinimas". Master's thesis, Lithuanian Academic Libraries Network (LABT), 2013. http://vddb.laba.lt/obj/LT-eLABa-0001:E.02~2013~D_20130605_112325-10645.
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Baigiamojo magistro darbo tikslas suformuluotas taip: nustačius veiksmus, lemiančius UAB „Marškinėlis“ paslaugų kokybę, pateikti jos gerinimo sprendimus. Teorinėje šio darbo dalyje yra analizuojama paslaugų kokybės samprata, praktinė reikšmė bei jos vertinimo modeliai, svarba ir galimybės; pateikiamos vadybos autorių siūlomos paslaugų kokybės gerinimo perspektyvos. Analitinėje baigiamojo darbo dalyje analizuojama reklamos paslaugas teikianti įmonė UAB „Marškinėlis“ ir pateikiami tyrimo rezultatai, atlikto dviem etapais: interviu su UAB „Marškinėlis“ įmonės direktore ir anketiniu empiriniu tyrimu: tiriant įmonės klientų paslaugų kokybės vertinimą. Remiantis gautais rezultatais pateikiami pasiūlymai įmonės paslaugų kokybei gerinti. Praktinėje darbo dalyje pateikiami konkretūs pasiūlymai, padėsiantys pagerinti UAB „Marškinėlis“ paslaugų kokybę, pavyzdžiui procesinio požiūrio į veiklas vykdymas, kokybės užtikrinimo modelis, klientų aptarnavimo standarto įdiegimas.The aim of the final Master work is determined as follows: after identification of factors implementing service quality of JSC “Marskinelis”, to provide the solutions for its improvement. In the theoretical part of the paper work the conception of service quality, practical value and models of assessment, importance and opportunities are analyzed. Perspectives for improving service quality provided by authors of management field are presented. In the analytical part of the paper work, advertising service company JSC “Marskinelis” is analyzed. The results of the research are presented and analyzed in two stages: interview with headmaster of JSC “Marskinelis” and empirical questionnaire research. Questionnaire research was provided to get the assessment of service quality by company’s clients. There were presented the proposals of service quality improvement based on results of research. In the projecting part of the paper work the alternative and particular problems’ solving solutions are supplied which help to improve service quality of company JSC “Marskinelis”. The examples of proposal are process approach of operations, model of quality assurance, and standard of customer service installation.
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Chan, Wai-kuen y 陳偉權. "Employees' perception of service quality as a major determinant towards customer satisfaction of a property management company in HongKong". Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 2006. http://hub.hku.hk/bib/B45008383.
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Alopaeus, Eva. "Uppfattningar om kvalitet på medicinska bibliotek". Thesis, Högskolan i Borås, Institutionen Biblioteks- och informationsvetenskap / Bibliotekshögskolan, 1997. http://urn.kb.se/resolve?urn=urn:nbn:se:hb:diva-12204.
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This paper presents the background, aim and results of a small empirical study conducted in the setting of a medical hospital library. The background is found both in the quality ambitions of the medical professions and organizations and in the effort of medical libraries to show their importance to the total quality of medical decision making. As a first step in the library's quality process, the aim has been to identify quality performance indicators of value to library users in their contact with a medical hospital library. The second step- to identify satisfaction levels - is not included in this work. Another aim has been to compare the quality categories in this small study with the generally accepted quality categories that emerged in the comprehensive studies of Parasuraman, Zeithaml and Berry in which customers express their expectations and perceptions of services. This study is based on a small number of interviews with representatives from different user groups within a hospital. The analysis is inspired by phenomenography which build on perceptions of phenomena - in this case the phenomenon "quality". In the material from the interviews five quality categories were identified. Compared to generally accepted quality categories from the service sector none of these five categories were unique. Important conclusions were that despite the homogeneity of the user group, expectations and needs are different and vary from time to time. Consequently flexibility and individual treatment of library users are crucial if the library is to meet user expectations. But the material also shows that despite access to modern technology users have very traditional perceptions of the library seeing the library as a room. If libraries were to let only user expectations initiate changes, it would lead to stagnation. It is not realistic to rely only on the knowledge or interest of the users.
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Mdena, Funeka. "Quality culture and its role in service delivery at a university of technology". Thesis, Cape Peninsula University of Technology, 2019. http://hdl.handle.net/20.500.11838/2860.
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Thesis (MTech (Quality))--Cape Peninsula University of Technology, 2019.Customer satisfaction is a topic of global interest in higher education and it also forms the backdrop of the research presented in this thesis. This study focuses on the employees (academics and non-academics) in the Faculty of Education at a South African university of technology (UoT) who play a key role in providing the services that their customers receive. The study is underpinned by the understanding that in order for the customer’s experience of service provision to be positive, a healthy relationship between the customer and the service provider is critical. The organization, in this case a higher education institution, has to have a sense of quality culture in order for the service provider to maintain a good relationship with a customer. Quality culture assessment can help to better understand complex organizational culture and its impact on service delivery. Quality culture assessment also helps to direct the implementation of organizational changes for better service delivery structures. The type of quality culture dominant in an organization may positively or negatively affect service quality, employee performance and motivation. As a result, the service delivery experience of the customer may be influenced. Quality culture affects the way in which employees interact with each other and with their customers. This study therefore, presents an inquiry into quality culture within a higher education context with the aim to evaluate quality culture within the Faculty of Education at a UoT using quality management principles (QMPs) as a framework. This study employed QMPs because of their increased effectiveness in enhancing customer satisfaction and improving customer loyalty. The quality management principles are: customer focus, leadership, engagement of people, process approach, improvements, evidence-based decisions and relationship management (ISO 9001, 2015:Online). This study used a quantitative research approach and was designed as a survey case study. Data was collected through a structured questionnaire that was disseminated to all the academic and non-academic staff in the Faculty of Education at the UoT. Statistical Package for Social Sciences (SPSS) software was used as a tool for data analysis. Findings in this study reveal that a safe working environment, communication between employees, communication between management and employees, in addition to good working relationships, may affect service quality in the Faculty of Education at the UoT. This implies that having a healthy working environment in an organization is beneficial for employees in order to perform their duties better and to provide quality services to their customers. In an organization with good quality culture, there is close cooperation between employees which leads to good service quality. If the institution under study is concerned with providing value to customers, it needs to consider improving customer value by formally applying QMPs throughout the organization. QMPs are central to the practice of quality management and service delivery. The findings of this study suggest that quality culture affects service quality in the Faculty of Education at the UoT as some of the quality management principles are lacking. This study recommends that the Faculty of Education have a closer look at improving communication between employees, communication between management and employees, in addition to encouraging good working relationships as well as an enabling environment that allows employees to work efficiently. It is also recommended that quality culture be on the Faculty of Education’s agenda in order to enhance the service delivery experience of customers. The Faculty of Education should support a quality culture environment by providing appropriate structures such as service delivery structures within their organizations. These structures may be needed in order to facilitate, maintain and show commitment of staff members towards a quality culture environment and service delivery. Furthermore, these structures may contribute to quality culture by introducing new shared values and behavioural norms that might facilitate the long-term success and well-being of the organization. It is also recommended that the institution under study formally apply quality management principles throughout the organization for the purpose of improving customer value, customer experience and meeting customer needs.
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Luke, Gary Joseph. "An assessment of the service quality expectations and perceptions of the patients of Awali Hospital in the Kingdom of Bahrain". Thesis, Rhodes University, 2008. http://hdl.handle.net/10962/d1003850.
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The quality of service from a hospital is the number one factor that will either turn a customer/patient away or make one for life. More and more hospitals are competing for greater shares in the market and customer-driven quality management is becoming the preferred method for improving their performance. Awali hospital is a private hospital in the Kingdom of Bahrain. It is a small 35-bed hospital that offers private medical services to the public. The hospital was originally built to serve the Bahrain Petroleum Company (Bapco) refinery workers but later opened its doors to the public. With the introduction of private patients came higher expectations of quality and higher demands on the overall services. A number of service quality shortfalls were identified over the years but never identified quantitatively by a patient evaluation survey. An English and Arabic version of the questionnaire based on SERVQUAL (Zeithaml, Parasuraman and Berry, 1988) was developed and placed in Awali hospital to test these service quality shortfalls. This study intends to evaluate these areas by answering questions about the relevant areas of service provided by the hospital. It measured patient satisfaction by looking at human aspects of service (responsiveness, reliability, empathy and assurance) with only one factor of the instrument being devoted to the non-human aspect of care rendered (tangibles). The SERVQUAL instrument has five dimensions that were measured by 21 pairs of item statements. One statement from each pair reflects perceptions, the other expectations. Measurement was accomplished by subtracting expectation from perceptions resulting in a service quality score. Positive or zero scores would reflect ideal or adequate service quality offered by the hospital. A negative score would be indicative of a service experience that did not meet customer expectations. Using the SERVQUAL questionnaire provided, quantifiable reasoning to the research questions in each dimension could be obtained so that precision, objectivity and rigour replaced hunches, experience and intuition as a means of investigating problem areas. Customers were first asked to supply some additional demographic information, for example gender, number of hospital visits, nationality, patient type (Bapco worker, general practitioner referred or private) and type of visit (inpatient, outpatient or both). They werethen asked to rate the hospital service on a 7-point Likert scale ranging from Strongly Agree (7) to Strongly Disagree (1). At the end of the questionnaire was space to write open comments. In total 600 paper questionnaires were distributed in the hospital, 300 English and 300 Arabic. Another 150 electronic questionnaires via emails were sent to refinery workers. Of the total 750 questionnaires distributed 162 were returned of which 156 (or 21.6%) could be statistically analysed. The empirical data results showed that the perception scores were significantly different at the p < 0.05 level from expectation scores. All the service quality differences (SQ=P-E) were negatively scored. This indicated that patients were not satisfied in all five dimensions of services offered by the hospital. Of the five dimensions responsiveness had the largest difference with assurance and reliability following with no significant differences between them. The demographic information revealed some interesting differences between the groups. Of all the demographic groups the most significant differences were between groups, “patient types” and “types of visit”, which showed differences between private patients and refinery workers and patients who used the hospital only as an outpatient and patients who used both services, outpatient and inpatient. In terms of the managerial implications, it was recommended that Awali hospital look to closing Gaps 1-4 of the SERVQUAL gap model which would result in closing the consumer gap, Gap 5. A process model for continuous measurement and improvement of service quality was recommended that looks at asking questions about how the hospital is performing. By adopting some of the recommendations identified in the research questions, Awali hospital could improve their quality of service, and as a consequence, their customer satisfaction and loyalty.
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Kwong, Sau-yee Cecilia y 鄺鏽儀. "A study of the applicability of service quality for casework counselling in Hong Kong: myth or reality?" Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 1996. http://hub.hku.hk/bib/B31964941.
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Kadoya, Yoshihiko. "Managing the Human Service Market: The Case of Long-Term Care in Japan". Thesis, The University of Sydney, 2011. http://hdl.handle.net/2123/7602.
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Providing human service through competitive markets is inherently problematic. On one hand, quality care is critical; unsatisfactory human service greatly influences people’s quality of life. On the other hand, profit for human service providers is essential for sustainable service provision. This thesis focuses on striking a balance between human services’ need for quality assurance and market providers’ need for profit. The research primarily examines the provision of long-term care for the elderly in Japan, which has the biggest share of aged population among the OECD members. Two research questions guide the empirical research: 1. How should governments design the human service market in order to keep the capacity to ensure the quality of service? 2. How should governments set the performance measurement for quality care? The research presents and tests two models. The first model addresses market competition practices and offers an alternative care quality model, called Ideal CQM. Ideal CQM seeks to overcome deficiencies in the existing care quality model, which allows the market to accommodate poor quality care. To this end, Ideal CQM presents a theoretical market design in which quality of care is the sole basis for market competition. By implementing Idea CQM, governments can direct the market competition to enhance the quality of care and poor quality service can be automatically eliminated from the market. The second model addresses performance measurement and is a process-based model, which values the experiences of front-line care workers. The process-based performance measurement seeks to overcome deficiencies in the existing outcome-based performance measurement, which is rendered ineffectual by two unique features of human service: ambiguous policy goals and a considerable amount of front-line worker discretion. This thesis, thus, modifies the existing concept of market competition utilising public administration theory to accommodate the process-based performance measurement model. The research supports the use of market competition to provide human service for long-term care. Approving the workability and the practicability of the presented two models, the thesis concludes that governments can achieve balance between quality assurance and sustainable provision, if they are willing to meet the required conditions for implementation of the two models.
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Rowell, Patricia A. "Hospital Quality Assurance and Outcomes of Hospitalization". VCU Scholars Compass, 1990. https://scholarscompass.vcu.edu/etd/5281.
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This study was undertaken to address the need of professionals responsible for assuring the quality of hospital care for a framework for understanding and evaluating quality assurance mechanisms and their impact on hospital quality of care. Primary data were collected from 70 Virginia short term acute care general hospitals on the design and resources of their quality assurance programs in 1986. Adverse outcome data for 1986 were collected from the Medical Society of Virginia Review Organization. Hospital structural data were obtained from the American Hospital Association computer data base and the Federal Register. The intermediate outcome variables are: rate of unexpected return to the operating room, rate of treatment/medication problems, rate of in-hospital trauma, rate of medical instability at discharge, and rate of unexpected deaths.
Exploratory analyses of hospital size and specialization demonstrate that size positively affects the numbers of RNs in quality assurance, the number of quality assurance professionals with academic degrees above the associate level, and negatively affect the ratio of quality assurance personnel full-time equivalents (FTEs) — both total and professional — to total hospital FTEs. Hospital specialization negatively affects the ratio of quality assurance personnel FTEs — both total and professional — to total hospital FTEs.
Structural equation models, causally relating the adequacy of quality assurance design and resources to adverse outcomes of hospitalization, were used to test the causal relationships. The model supports the work of Donabedian and of Deming. The model demonstrates the effects of quality assurance constructs on perceived organizational commitment to quality assurance and commitments effect on process-related outcomes. Process-related outcomes are strongly and positively related to the terminal measure of unexpected deaths.
When size and specialization are controlled, some changes are noted in the model. The R2 increases, the Chi-square/df ratio increases and the adjusted goodness of fit ratio decreases. This change was not unexpected due to the statistical significance of the percent of board certified physicians (BRDCERT) on the outcome variable unexpected death (DEDPROBR).
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Lajmi, Amira. "CSR governance practices : interactions and implications for the firm’s market valuation". Thesis, Le Mans, 2020. http://www.theses.fr/2020LEMA2002.
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Cette thèse propose d'examiner l'impact des pratiques de gouvernance RSE sur la valeur de marché de l’entreprise. En particulier, nous analysons le rôle modérateur que joue le comité RSE et l’assurance RSE, en tant que deux mécanismes de gouvernance axés sur le développement durable, dans la relation entre le reporting en matière de responsabilité sociale et la valeur de marché de l’entreprise. En utilisant un échantillon de sociétés françaises appartenant à l'indice SBF 120 sur deux périodes différentes de 2001 à 2011 et de 2007 à 2017, nos résultats montrent que le comité RSE et l’assurance RSE peuvent constituer un outil stratégique de premier plan pour améliorer la capacité de l’entreprise à divulguer davantage de renseignements sur ses obligations en matière de RSE. L’investigation de terrain permet de conclure que le comité RSE et l’assurance RSE puissent se substituer l’un à l’autre. En étudiant leur impact sur la valeur de marché de l’entreprise, les résultats indiquent que l’avantage de disposer d’un comité RSE et/ou d’une assurance RSE ne provient pas de son effet direct sur la valeur de marché telle que mesurée par le Q de Tobin, mais plutôt de son rôle modérateur entre le reporting RSE et la valeur de marché. En effet, l’impact d’un reporting RSE de qualité sur la valeur de marché de l’entreprise est positif lorsque les entreprises optent pour un comité RSE. En revanche, pour les entreprises faisant recours à l’assurance RSE, l’impact d’un reporting RSE de qualité sur la valeur de marché de l’entreprise n’est positif que pour les entreprises exposées à des risques environnementaux élevés, démontrant un besoin sans équivoque de gérer leur image et de gagner en légitimité. Notre recherche est complétée par l’examen du rôle modérateur de la mise en place des services de l’assurance RSE de qualité, dans la relation entre la divulgation d'un rapport de développement durable autonome et la valeur de marché de l'entreprise. Le résultat trouvé renforce la contribution des services d'assurance de qualité à la pertinence des rapports RSE autonomesThis thesis attempts to examine the impact of CSR practices on firm market value. Particularly, we analyze the moderating role of the two sustainability-oriented corporate governance mechanisms, CSR committee and CSR assurance on the relationship between CSR reporting and the firm’s market value. Using a sample of French firms belonging to the SBF 120 index over two different periods from 2001 to 2011 and from 2007 to 2017, our results show that both CSR committee and CSR assurance act as a strategic tool to enhance the company’s ability to disclose more on CSR duties. We also show that the creation of a CSR committee and the demand for CSR assurance may substitute for each other. By studying their impact on firm market value, we conclude that the advantage of having a CSR committee and/or CSR assurance does not stem from their direct effect on market value, but from their moderating role between CSR reporting and firm’s market value. Our results show that while a higher level of CSR reporting is relevant for shareholders when firms have a CSR committee in the board, CSR assurance is specifically relevant only for firms exposed to environmental risks, demonstrating an unequivocal need to enhance the credibility of their CSR reporting. Our research is not limited to evaluating the effects of the presence or absence of external assurance but alos investigates the relationship between the issuance of a standalone CSR report and the firm’s market value, depending on the quality of assurance services. The result highlights the contribution of higher-quality assurance services to the relevance of standalone CSR reports. This thesis covers several disciplines namely accounting, accountability and corporate governance with may be a great interest for regulators, investors, managers and shareholders
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Le, Moual Sylvie. "Assurance qualité des dispositifs médicaux". Paris 5, 1992. http://www.theses.fr/1992PA05P248.
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Royle, Jane. "Quality assurance : the implications for specialist health promotion practice". Thesis, University of Southampton, 1999. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.300824.
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Al-Saadi, S. "Development of a reliability and metrology assessment methodology : maintenance data from the GMC Fire Service for fire fighting vehicles and appliances are analysed to assess reliability performance and to determine relationships between engineering metrology, reliability and quality assurance aspects". Thesis, University of Bradford, 1991. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.264585.
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Hourticq, Marylène. "Assurance de qualité dans l'industrie du médicament". Bordeaux 2, 1994. http://www.theses.fr/1994BOR2P011.
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Hassani, El Arbi. "Qualité en recherche : proposition pour une évolution conjointe des processus qualité et recherche". Paris, ENSAM, 2007. http://www.theses.fr/2007ENAM0016.
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Le développement de la démarche qualité a connu, une révolution. Cette révolution a été marquée par l'augmentation rapide du nombre de certifications et d'accréditations. Les démarches qualité ont contribué à l'amélioration de ce type de processus dits répétitifs ou de routine. Les processus de Recherche ont peu été impliqués par ces démarches qualité. En effet, l'activité dans le domaine de la recherche met en jeu des processus non répétitifs, ce qui induit un mode de fonctionnement spécifique. Elle s'appuie en général, sur la mise en œuvre de montages expérimentaux spécifiques pouvant faire intervenir des moyens humains et matériels. La maîtrise de ces processus, uniques et spécifiques, dépend généralement de la compétence et des méthodes employées par les acteurs de ce type d'activité qui sont plus difficiles à modéliser. Les processus relatifs à l'activité "Recherche", ne sont pas systématiquement évalués en vue de leur amélioration. Les travaux, objet de cette thèse ont conduit à définir cinq principes généraux spécifiques à la qualité en recherche. L'appropriation de ces principes par les chercheurs permet de construire un guide de déploiement spécifique à la qualité en rechercheThe development of a quality management approach has undergone a revolution so much on the normative level as on the level of implementation of elaborated standards these last ten years. This revolution was marked by the fast increase in the number of enterprises' certification as well as testing and calibration laboratories. The Quality management approach has contributed to the improvement of this type of so-called repetitive or routine processes. Research processes have been little involved by this quality management approach. Given the evolution of international relations, new stakes of scientific, economic, societal and environmental nature have appeared. The inventory of fixtures of the works and reflections concerning quality in research show that the researcher's culture does not permit to apply quality management in the same way as for routine industrial and service activities. To set up of quality management approach in research, we have defined five general principles which enable us to elaborate a guide for its deployment adapted to the activities of research
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Guillat, Joséphine. "Assurance qualité de l'information médicale : publicité et conditionnements". Paris 5, 1993. http://www.theses.fr/1993PA05P175.
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Saurat-Canouet, Sandrine. "Mise en place d'un réseau assurance qualité radiopharmaceutiques". Bordeaux 2, 1999. http://www.theses.fr/1999BOR2P066.
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Dawson, Jane. "Accountability and Quality Assurance in health care : the perceptions of nurses, midwives and managers". Thesis, University of Southampton, 1992. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.315299.
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Booi, Arthur Mzwandile. "An empirical investigation of the extension of servqual to measure internal service quality in a motor vehicle manufacturing setting". Thesis, Rhodes University, 2004. http://hdl.handle.net/10962/d1006139.
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This research explores the role, which the construct, service quality plays in an internal marketing setting. This is achieved by evaluating the perceptions and expectations of the production department with regards to the service quality provided by the maintenance department of a South African motor vehicle manufacturer. This was done using the INTSERVQUAL instrument, which was found to be a reliable instrument for measuring internal service quality within this context. A positivist approach has been adopted in conducting this research. There are two main hypotheses for this study: the first hypothesis is concerned with the relationship between the overall internal service quality and the five dimensions of service quality namely: tangibles, empathy, reliability, responsiveness and reliability. The second hypothesis focuses on the relationship between the front line staff segments of the production department and the five dimensions of internal service quality. The results of this research suggest that the perceptions and expectations of internal service customer segments plays a major role in achieving internal service quality. In addition, the importance of the INTSERVQUAL instrument in measuring internal service quality within the motor vehicle manufacturing environment is confirmed.
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Messeghem, Karim. "Contribution à la compréhension de l'adoption d'un modèle d'assurance de la qualité en PME : le cas des industries agroalimentaires". Montpellier 1, 1999. http://www.theses.fr/1999MON10011.
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La promulgation des modeles d'assurance de la qualite de type iso 9000, a la fin des annees 1980, a contribue au developpement de cette methode de gestion de la qualite. Toutes les entreprises sont concernees par cette approche quel que soit leur secteur d'activite mais surtout quelle que soit leur taille. Ainsi, de nombreuses pme s'engagent dans des processus de certification d'entreprise. On peut s'interroger sur les repercussions possibles des modeles d'assurance de la qualite sur leur systeme de gestion. Cette recherche vise a montrer que l'adoption d'un modele d'assurance de la qualite est susceptible de remettre en cause les principales specificites de la pme. Nous avons retenu une approche quantitative destinee a montrer qu'il existe des differences significatives entre les pme selon leur engagement dans un processus de certification. Nous avons conduit des entretiens en face a face, a partir d'un questionnaire ferme, aupres de dirigeants de pme agro-alimentaires independantes. Nous avons privilegie les industries agro♭ alimentaires dans la mesure ou il s'agit d'un secteur ou l'assurance qualite est relativement peu developpee en pme. Le recours aux tris croises et aux analyses multifactorielles nous a permis de montrer que les entreprises engagees dans un processus de certification parviennent a combiner logique manageriale et logique entrepreneuriale. Ces pme que nous avons qualifiees de denaturees presentent des caracteristiques qui ne repondent plus a la definition classique de la pme. Autrement dit, le processus de certification peut conduire a un changement denature independamment de la taille.
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Cavalcanti, Luciano Stuepp. "Proposta de um instrumento para avaliação de serviços hospitalares com base em critéios de assistência, infraestrutura e práticas de gestão". reponame:Biblioteca Digital de Teses e Dissertações da UFRGS, 2010. http://hdl.handle.net/10183/21590.
Texto completoResumen
Esta pesquisa propõe um instrumento para avaliação de serviços hospitalares com base em critérios de assistência, infraestrutura e práticas de gestão, como forma de contribuir para o gerenciamento dos negócios em saúde no Brasil. Desta forma, identificou-se que os planos/seguros de saúde e os hospitais brasileiros não possuem um instrumento abrangente e adequado para aferir a qualidade dos serviços hospitalares multiespecializados, disponibilizados aos seus clientes, nos três aspectos fundamentais citados acima. Consequentemente, não há diferenciação, nas tabelas de remuneração contratadas entre planos/seguros de saúde e hospitais, que seja fundamentada em critérios técnicos e que estimulem a concorrência entre os prestadores de serviços nos quesitos eficiência, qualidade e custos dos serviços prestados aos clientes/pacientes. Através da revisão bibliográfica, buscou-se compreender a dinâmica econômica do setor saúde no Brasil, o relacionamento comercial entre os participantes, os métodos de classificação hospitalar disponíveis no mercado brasileiro, os critérios legais e técnicos para avaliação da assistência médicohospitalar, da infraestrutura hospitalar e das práticas de administração hospitalar. Obteve-se, ao final desta pesquisa, uma ferramenta de diagnóstico precisa, do tipo check list, para mensurar as condições técnicas dos serviços hospitalares disponibilizados aos clientes das instituições avaliadas.This research proposes a tool for evaluation of hospital services on the basis of assistance, infrastructure and management practices as a way to contribute to the health care management in Brazil. Thus, we identified that Brazilians prepaid health plans/health insurance and hospitals do not have a comprehensive and appropriate instrument for measuring the quality of multi-specialist hospital services, available to their customers for the three aspects above mentioned of this hospital services. Consequently, there is no differentiation in price scales between contracted prepaid health plans/health insurance and hospitals that are based on technical criteria and to encourage competition among service providers regarding to efficiency, quality and cost of services to clients/patients. Through literature review we sought to understand the economic dynamics of the health care management field in Brazil, the commercial relationship between participants, the methods of hospital classification available in Brazil, legal and technical criteria for evaluation of medical assistance, the hospital infrastructure and practices of hospital administration. It was obtained at the end of this research a diagnostic tool, of the check list type, for measuring the technical conditions of hospital services provided to clients by the evaluated institutions.
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Grinfeld, Sophie. "Assurance qualité en métrologie : application à la pH métrie". Paris 5, 1997. http://www.theses.fr/1997PA05P119.
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Michon, Chantal. "Assurance de la qualité des solutions pour nutrition parentérale". Paris 5, 1990. http://www.theses.fr/1990PA05P080.
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