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Literatura académica sobre el tema "Total Experience Management"

Autor: Grafiati

Publicado: 4 de junio de 2021

Última modificación: 3 de febrero de 2022

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Artículos de revistas sobre el tema "Total Experience Management"

Brown, Alan. "Industrial experience with total quality management". Total Quality Management 3, n.º 2 (enero de 1992): 147–56. http://dx.doi.org/10.1080/09544129200000016.

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Messenger, Sally J. y Tony Atkins. "The Prudential Experience of Total Quality Management". International Journal of Contemporary Hospitality Management 6, n.º 1/2 (febrero de 1994): 37–41. http://dx.doi.org/10.1108/09596119410052071.

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김은아 y 김철호. "Design Management of a TUE(Total Urban Experience) Prototype". Journal of Korea Design Forum ll, n.º 21 (noviembre de 2008): 263–72. http://dx.doi.org/10.21326/ksdt.2008..21.024.

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Suárez-Barraza, Manuel F. y José Humberto Ablanedo-Rosas. "Total quality management principles: implementation experience from Mexican organisations". Total Quality Management & Business Excellence 25, n.º 5-6 (8 de enero de 2014): 546–60. http://dx.doi.org/10.1080/14783363.2013.867606.

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De Wouters, Solange, Steven Petronilia, Daniel Paulet, Tom De Baere, Etienne Willemart y Olivier Cornu. "Outpatient total hip arthroplasty : the future?" Acta Orthopaedica Belgica 87, n.º 2 (30 de junio de 2021): 313–19. http://dx.doi.org/10.52628/87.2.16.

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With advancements in minimally invasive surgical technique, pain management and rehabilitation proto- cols, and prevention of post-operative complications, outpatient total hip arthroplasty became a realistic goal. This study reports our experience of performing outpatient total hip arthroplasty assessing its feasi- bility and safety. Between December 2015 and January 2018, 52 outpatient total hip arthroplasties were performed. We implemented a peri-operative management proto- col that included education, improved analgesia and rapid rehabilitation. Patients were asked about any complications they had experienced after surgery and about the perception of their experience as outpatient. Any early post-operative emergency department visits, acute office appointments or hospital re-ad- missions were registered. Fifty-one of 52 patients (98,1%) enrolled in the study met the discharge criteria and achieved their goal of going home on the day of surgery, and only one patient (1,9%) required an overnight stay. There were two visits to the emergency room, with one hospital re-admission (1,9%) on the night of the surgery. There were no major post-discharge complications in the short-term follow-up (minimum of three months). Only one patient (1,9%) reported a significantly negative experience. With this first Belgian experience reporting on out- patient primary total hip arthroplasty, our data demonstrate that early discharge does not result in excessive re-admissions or other post-discharge complications due to an early discharge. This study suggests that total hip arthroplasty can be performed safely and successfully in appropriately selected patients and that patients who experienced that ambulatory protocol declared themselves highly satisfied.

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Anupama, Basnet, Shan Zheng y Xianmin Xiao. "Ten-year experience in the management of total colonic aganglionosis". Journal of Pediatric Surgery 42, n.º 10 (octubre de 2007): 1671–76. http://dx.doi.org/10.1016/j.jpedsurg.2007.05.021.

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Emison, Gerald A. "Total Quality Management and Strategic Change: The Pacific Northwest Experience". Engineering Management Journal 7, n.º 2 (junio de 1995): 35–41. http://dx.doi.org/10.1080/10429247.1995.11414840.

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Maqbool, Muhammad Adnan y Mahr Muhammad Saeed Akhtar. "Relationship of Total Quality Management with Knowledge Management and Organizational Culture". I V, n.º I (30 de marzo de 2020): 207–20. http://dx.doi.org/10.31703/ger.2020(v-i).17.

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The study is an empirical exploration into TQM practices in Pakistani higher education with a focus on determining relationship between the variables: Knowledge Management (KM) and Organizational Culture (OC) in the context of higher education in Pakistan. It employed a quantitative paradigm to the investigation with correlational design. All the university teachers comprised the population of this study. Six public sector universities of Punjab were randomly selected. The results of the analysis showed all the three variables summed mean as 3.41, 3.3, 3.5 respectively all indicating a minor level of the presence of the TQM practices. OC showed relatively higher favorable response. The inferential statistics revealed that the relationship between OC and KM was positive, moderate and statistically significant (r=.491, p<.05). Demographical variables included respondents� gender, qualification, experience. Gender and Qualification was found to have no influence on KM and OC, while experience showed significant effect on the two variables.

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Khanna, Vinod Kumar. "Total productive maintenance experience: a case study". International Journal of Productivity and Quality Management 3, n.º 1 (2008): 12. http://dx.doi.org/10.1504/ijpqm.2008.017329.

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Mohil, Randeep S., Iheanyi Chidi Nwachuku, Sumedh C. Talwalkar, Anthony Hearnden, Michael J. Hayton y Ian A. Trail. "The Management of the Failed Total Wrist Replacement – The Wrightington Experience". Journal of Hand Surgery 35, n.º 10 (octubre de 2010): 47. http://dx.doi.org/10.1016/s0363-5023(10)60131-1.

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Tesis sobre el tema "Total Experience Management"

Sanderson, Karin. "Store loyalty and the total retail experience". Thesis, Stellenbosch : Stellenbosch University, 2004. http://hdl.handle.net/10019.1/50104.

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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.

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Hilme, Klint Elin y Frida Ohlsson. "En upplevelsebaserad värdskapsmodell : Utvecklad för Campus Piteå vid Luleå tekniska universitet". Thesis, Luleå tekniska universitet, Institutionen för konst, kommunikation och lärande, 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:ltu:diva-60179.

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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.

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Bruce, Muray G. y n/a. "Initiating total quality management : the experience of teachers at one primary school". University of Canberra. School of Professional & Community Education, 1998. http://erl.canberra.edu.au./public/adt-AUC20060615.170818.

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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.

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Le, Roux Abraham Albertus. "Integrated customer experience management at the North-West University / A.A. le Roux". Thesis, North-West University, 2011. http://hdl.handle.net/10394/6529.

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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.

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Al-Quraini, Naima. "Quality assurance in higher education : a case study of Kuwait University experience with total quality management approach : a panacea or a placebo?" Thesis, University College London (University of London), 1999. http://discovery.ucl.ac.uk/10019783/.

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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.

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Stodnick, Todd Michael. "Driving retail store peformance: a service profit chain perspective". The Ohio State University, 2005. http://rave.ohiolink.edu/etdc/view?acc_num=osu1106686551.

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Eriksson, Maria. "Creating customer value in commercial experiences". Licentiate thesis, Sundsvall : Mid Sweden University, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:miun:diva-10599.

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Kanakana, Mukundeleli Grace. "An assessment of the challenges and successes experienced when implementing the six sigma methodology in Continental Tyre South Africa". Thesis, Nelson Mandela Metropolitan University, 2006. http://hdl.handle.net/10948/531.

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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.

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Quebodeaux, Pamela Stacey. "Quality in Education in the Calcasieu Parish School System: Experiences of Administrators". ScholarWorks@UNO, 2010. http://scholarworks.uno.edu/td/1193.

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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.

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Hendriks, Joseph. "An analysis of precision agriculture in the South African summer grain producing areas / Hendriks J". Thesis, North-West University, 2011. http://hdl.handle.net/10394/7318.

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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.

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Libros sobre el tema "Total Experience Management"

Parker, David W. Service Operations Management: THE TOTAL EXPERIENCE. Cheltenham, UK: Edward Elgar, 2012.

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Harris, Beverley. TQM - the hands-on experience: People make quality. Cheltenham: Stanley Thornes, 1995.

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Quality improvement in the Irish civil service: Experience of a pilot programme. Dublin, Ireland: Institute of Public Administration, 1992.

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APO Top Management Forum (15th 1999 Kyoto, Japan). Top management forum: Features of excellent firms : experience of quality award winning firms. Tokyo, Japan: Asian Productivity Organization, 2000.

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Al-Quraini, Naima. Quality assurance in higher education: A case study of Kuwait University experience with total quality management approach : a panacea or a placebo? Kuwait: The Academic Publication Council, Kuwait University, 2001.

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The new gold standard: 5 leadership principles for creating a legendary customer experience courtesy of the Ritz-Carlton Hotel Company. New York: McGraw-Hill, 2008.

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Hart, Christopher V. Investors in People and the implication for total quality management in the school context: an analysis of one school's experience of the principles, procedures and practice of 'Investors' during the journey towards resubmission. Oxford: Oxford Brookes University, 1998.

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McHale, Hank. Actual experiences of a CEO: How to make continuous improvement in manufacturing succeed for your company. Milwaukee, Wis: ASQC Quality Press, 1995.

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Parker, David W. Service Operations Management: The Total Experience. Elgar Publishing, Incorporated, Edward, 2012.

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Quality 2000: Management for success : an anthology of the total quality experience. Bristol: Published for the Institute of Quality Assurance by S. Jary, 1992.

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Capítulos de libros sobre el tema "Total Experience Management"

Gilks, D., J. Grogan, D. Miller, A. Nash, D. Patmore y A. Tomes. "Doing quality from the middle: the Sheffield experience". En Total Quality Management in Action, 61–71. Dordrecht: Springer Netherlands, 1996. http://dx.doi.org/10.1007/978-94-009-1543-5_7.

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Tsang, Eric W. K. "The development of national consciousness of quality: the Singapore experience". En Handbook of Total Quality Management, 651–65. Boston, MA: Springer US, 1998. http://dx.doi.org/10.1007/978-1-4615-5281-9_31.

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Husted, Henrik. "Dealing with Pain in a “Fast-Track” Protocol: The Experience of a European Professional". En Perioperative Medical Management for Total Joint Arthroplasty, 173–78. Cham: Springer International Publishing, 2014. http://dx.doi.org/10.1007/978-3-319-07203-6_15.

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Cavanaugh, Priscilla K., Snir Heller y Javad Parvizi. "Dealing with Pain Using a “Fast-Track” (Multimodal) Protocol: The Experience from the United States". En Perioperative Medical Management for Total Joint Arthroplasty, 179–93. Cham: Springer International Publishing, 2014. http://dx.doi.org/10.1007/978-3-319-07203-6_16.

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Sengpiehl, Jochen. "Car Sales in the Throes of Change: Aims for Total Customer Experience in the Digital Era". En Management for Professionals, 157–64. Cham: Springer International Publishing, 2016. http://dx.doi.org/10.1007/978-3-319-41845-2_12.

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Sigurðardóttir, Ingibjörg y Anna Lilja Pétursdóttir. "The visitor experience at a horse event." En Humans, horses and events management, 88–98. Wallingford: CABI, 2021. http://dx.doi.org/10.1079/9781789242751.0088.

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Abstract The demand side of horse (sport) events, that is visitor expectations, experiences and satisfaction, has not been the subject of much research. This chapter focuses on visitor experience and satisfaction at Landsmót (the National Championship of the Icelandic horse), held in Iceland in Hella (2014), Hólar (2016) and Reykjavík (2018). An online survey was conducted among visitors following those three events where a total of 2318 visitors responded. Findings indicated the importance of intangible services at the venue and service-mindedness of staff. High demand for horse-related products and equipment was reported at the venues during the events, as well as demand for clothes and other products related to weather conditions during the events. Visitors desired greater variety of meals and access to a grocery store at the venues. There was a considerable difference in visitor satisfaction between the three events investigated. The 2016 event in Hólar ranked the highest in all factors evaluated, except those related to the shopping area where visitors wanted more variety of products. The score of the 2016 event for overall visitor satisfaction was 4.39 (out of 5). The 2018 event in Reykjavík scored 4.21 whereas the 2014 event in Hella ranked 3.64.

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Burns, D. E., M. R. Pritzker, L. D. Joyce, D. Hunn, M. R. Mooney, J. D. Madison, K. Johnson et al. "Hemodynamic Effect of the Jarvik 7–70 Total Artificial Heart: The Minneapolis Heart Institute Experience". En Heart Failure Mechanisms and Management, 443–47. Berlin, Heidelberg: Springer Berlin Heidelberg, 1991. http://dx.doi.org/10.1007/978-3-642-58231-8_47.

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Mun, S. K. "Experience with a Hospital-Wide Image Management and Communication System: Is Total Digital Radiology Possible?" En Imaging and Computing in Gastroenterology, 3–14. Berlin, Heidelberg: Springer Berlin Heidelberg, 1991. http://dx.doi.org/10.1007/978-3-642-75739-6_2.

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Tseng, C. S., Y. L. Wong y B. Wan. "Quality strategy: Chinese experiences". En Total Quality Management, 220–23. Dordrecht: Springer Netherlands, 1995. http://dx.doi.org/10.1007/978-94-011-0539-2_27.

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Aristides, Katsaitis y Papaefthimiou Efi. "Philoxenia as a Component of the Tourism Experience in Culture and Total Quality Management in Hotel Sector". En Smart Tourism as a Driver for Culture and Sustainability, 207–21. Cham: Springer International Publishing, 2019. http://dx.doi.org/10.1007/978-3-030-03910-3_15.

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Actas de conferencias sobre el tema "Total Experience Management"

Di Carlo, S. y R. Serra. "Life-Cycle Management - A New Technical Planning Tool: The Fiat Auto Experience". En 1995 Total Life Cycle Conference and Exposition. 400 Commonwealth Drive, Warrendale, PA, United States: SAE International, 1995. http://dx.doi.org/10.4271/951868.

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Birades, Michel, Jean-Marc Cholley y Olivier Gillieron. "Total Experience on Structural Integrity Management of Fixed Steel Offshore Platforms". En Offshore Technology Conference. Offshore Technology Conference, 2020. http://dx.doi.org/10.4043/30579-ms.

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Rocher, Anne, Christian Perrollet y Keith Muir. "Asset Integrity Management - From General Requirements to Subsea Facilities: Total Block 17 Experience". En Offshore Technology Conference. Offshore Technology Conference, 2011. http://dx.doi.org/10.4043/21536-ms.

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Cuomo, Maria Teresa, Francesca Ceruti, Alice Mazzucchelli, Angelo Di Gregorio, Debora Tortora y Gerardino Metallo. "TOTAL E-CUSTOMER EXPERIENCE AND SOCIAL COMMERCE. AN EXPLORATORY SURVEY ON THE ITALIAN MANAGERIAL PERSPECTIVE". En Bridging Asia and the World: Global Platform for Interface between Marketing and Management. Global Alliance of Marketing & Management Associations, 2016. http://dx.doi.org/10.15444/gmc2016.09.06.04.

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Vilbrandt, Reinhard, Hans-Stephan Bosch y Jost-Henrich Feist. "Do we need total quality management in fusion engineering? — Experience from construction of W7-X". En 2013 IEEE 25th Symposium on Fusion Engineering (SOFE). IEEE, 2013. http://dx.doi.org/10.1109/sofe.2013.6635405.

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Hunt, Eoin, Patricia Ging, Iain Lawrie, Sara Winward, Susan Towell, Charles Gillham, Jim Egan, Michelle Murray y Jana Kleinerova. "Total Lymphoid Irradiation (TLI) for the Management of Bronchiolitis Obliterans Syndrome (BOS) Post Lung Transplant: A Single Centre Experience". En ERS International Congress 2019 abstracts. European Respiratory Society, 2019. http://dx.doi.org/10.1183/13993003.congress-2019.pa3362.

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Porter, Jim. "Experience in Operating Mobile Solidification Plant for BNFL Environmental Services". En ASME 2003 9th International Conference on Radioactive Waste Management and Environmental Remediation. ASMEDC, 2003. http://dx.doi.org/10.1115/icem2003-4578.

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UK power stations have generated wet radioactive wastes, principally from operation of treatment plants for cooling pond water and liquid effluents. These include ion exchange resins, filter backwash sludges, flocs, pond sludges, filter aids, and miscellaneous oily sludges. To treat these wastes, it was concluded that mobile plants offered significant benefits compared with the alternative of constructing fixed installations. NSG Environmental Ltd designed and built a Mobile LLW Solidification Plant, which we have operated on behalf of BNFL Environmental Services and its predecessors for over twelve years. Since commencing active operations in 1991 the plant has successfully performed 28 campaigns on 13 nuclearlicensed sites. A total of nearly 3,000 drums of active waste have been processed during those campaigns. There have been no failures to solidify wastes, no excessive doses to operators and no transport incidents.

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Mikheykin, S. V., P. P. Poluektov, S. L. Khrabrov, A. Yu Smirnov y V. P. Simonov. "D&D Experience in VNIINM". En ASME 2003 9th International Conference on Radioactive Waste Management and Environmental Remediation. ASMEDC, 2003. http://dx.doi.org/10.1115/icem2003-4769.

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Since the mid-1960s the VNIINM has been developing decontamination techniques for a variety of materials and contaminants for Russian nuclear engineering needs. 1. Early in the development, chemical decontamination was the most commonly used method. According to the nature of contaminants and contaminated material, mineral acids, alkali, mineral and organic oxidants and reductants were used. For best results, complex forming agents were sometimes added. However, in spite of widespread use of chemical decontamination at the USSR nuclear facilities, this technique has a drawback of producing a great deal of secondary liquid radwaste. Since the early 1970s attention has focused on the reduction of radwaste. Currently, optimized electrochemical and strippable coating methods are showing the greatest promise. 2. A low-waste dry decontamination technique based on application of readily strippable polymeric (protecting, decontaminating, immobilizing) coats has been developed and tested in the laboratory and wide scale. A low-waste dry decontamination technique based on application of readily strippable polymeric (protecting, decontaminating, immobilizing) coats has been developed and tested in the laboratory and wide scale. 3. VNIINM has developed a few electrochemical decontamination procedures and equipment surface decontamination. 4. One of VNIINM’s laboratory rooms which had been put to prolonged storage after an incidental alpha-radioactivity release was chosen for tests and demonstration. At first, the radioactivity levels inside the room on all the surfaces were measured. On outer surfaces, the alpha-activity was 1–15 α-particles/min.cm2, the gammaactivity varied from 720 to 2880 mkrem/s. The room was equipped with instrumentation and apparatures located in three chains of gloveboxes and hot cells for handling Pu-bearing materials. Continuous checks of the airborne radioactivity and the personnel residence time inside the room were performed. 5. Old Pu extraction facility (U-5) was decontaminated and decommissioning in VNIINM in 1999–2000. This facility is a system of interconnected working areas housing process equipment located in 4 floor building and includes more than 20 laboratories rooms, 2 “hot cells”, few sealed contaminated rooms and two extraction shaft. Industrial separation technologies have been tested on the facility for 20 years since 1947. The first USSR Pu was obtained here. Practically all rooms were contaminated with Pu, Cs, Sr etc. The experimental equipment of two hot cells (63 m2 each cell) control and service rooms was decontaminated and certified. The dissolution equipment, the metering tank compartment was decommissioned and removed. 16 laboratory rooms with a total area of 300 m2 were rehabilitated and certified. The amount of waste removed exceeded 12 500 kg. All rooms rehabilitated were certified and accepted by sanitary control service for further use. 6. At the time old contaminated room contains a non standard radiochemical equipment includes glove boxes is under decommissioning procedure. This project started at 2002.

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Dawson, Jane, Iain Colquhoun, Inessa Yablonskikh, Russell Wenz y Tuan Nguyen. "Deterministic QRA Model and Implementation Experience via an Integrity Management Software Tool". En 2010 8th International Pipeline Conference. ASMEDC, 2010. http://dx.doi.org/10.1115/ipc2010-31236.

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Current risk assessment practice in pipeline integrity management tends to use semi-quantitative index-based or model-based methodologies. This approach has been found to be very flexible and provide useful results for identifying high-risk areas and for prioritizing physical integrity assessments. However, as pipeline operators progressively adopt an operating strategy of continual risk reduction with a view to minimizing total expenditures within safety, environmental, and reliability constraints, the need for quantitative assessments of risk levels is becoming evident. Whereas reliability-based quantitative risk assessments can be and are routinely carried out on a site-specific basis, they require significant amounts of quantitative data for the results to be meaningful. This need for detailed and reliable data tends to make these methods unwieldy for system-wide risk assessment applications. This paper describes methods for estimating risk quantitatively through the calibration of semi-quantitative estimates to failure rates for peer pipeline systems. By applying point value probabilities to the failure rates, deterministic quantitative risk assessment (QRA) provide greater rigor and objectivity than can usually be achieved through the implementation of semi-quantitative risk assessment results. The method permits a fully quantitative approach to suit the operator’s data availability and quality, and analysis needs. The paper also discusses experiences of implementing this type of risk model in Pipeline Integrity Management System (PIMS) software and the use of and integration of data via existing pipeline geographical information systems (GIS).

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Gelbutovskiy, Alexander, Peter Cheremisin, Alexander Egorov, Alexander Troshev y Mikhail Boriskin. "NORM – Contaminated Iodine Production Facilities Decommissioning in Turkmenistan: Experience and Results". En ASME 2013 15th International Conference on Environmental Remediation and Radioactive Waste Management. American Society of Mechanical Engineers, 2013. http://dx.doi.org/10.1115/icem2013-96177.

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This report summarizes the data, including the cost parameters of the former iodine production facilities decommissioning project in Turkmenistan. Before the closure, these facilities were producing the iodine from the underground mineral water by the methods of charcoal adsorption. Balkanabat iodine and Khazar chemical plants’ sites remediation, transportation and disposal campaigns main results could be seen. The rehabilitated area covers 47.5 thousand square meters. The remediation equipment main characteristics, technical solutions and rehabilitation operations performed are indicated also. The report shows the types of the waste shipping containers, the quantity and nature of the logistics operations. The project waste turnover is about 2 million ton-kilometers. The problems encountered during the remediation of the Khazar chemical plant site are discussed: undetected waste quantities that were discovered during the operational activities required the additional volume of the disposal facility. The additional repository wall superstructure was designed and erected to accommodate this additional waste. There are data on the volume and characteristics of the NORM waste disposed: 60.4 thousand cu.m. of NORM with total activity 1 439 × 109 Bq (38.89 Ci) were disposed at all. This report summarizes the project implementation results, from 2009 to 15.02.2012 (the date of the repository closure and its placement under the controlled supervision), including monitoring results within a year after the repository closure.

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Informes sobre el tema "Total Experience Management"

McKenna, Patrick y Mark Evans. Emergency Relief and complex service delivery: Towards better outcomes. Queensland University of Technology, junio de 2021. http://dx.doi.org/10.5204/rep.eprints.211133.

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Emergency Relief (ER) is a Department of Social Services (DSS) funded program, delivered by 197 community organisations (ER Providers) across Australia, to assist people facing a financial crisis with financial/material aid and referrals to other support programs. ER has been playing this important role in Australian communities since 1979. Without ER, more people living in Australia who experience a financial crisis might face further harm such as crippling debt or homelessness. The Emergency Relief National Coordination Group (NCG) was established in April 2020 at the start of the COVID-19 pandemic to advise the Minister for Families and Social Services on the implementation of ER. To inform its advice to the Minister, the NCG partnered with the Institute for Governance at the University of Canberra to conduct research to understand the issues and challenges faced by ER Providers and Service Users in local contexts across Australia. The research involved a desktop review of the existing literature on ER service provision, a large survey which all Commonwealth ER Providers were invited to participate in (and 122 responses were received), interviews with a purposive sample of 18 ER Providers, and the development of a program logic and theory of change for the Commonwealth ER program to assess progress. The surveys and interviews focussed on ER Provider perceptions of the strengths, weaknesses, future challenges, and areas of improvement for current ER provision. The trend of increasing case complexity, the effectiveness of ER service delivery models in achieving outcomes for Service Users, and the significance of volunteering in the sector were investigated. Separately, an evaluation of the performance of the NCG was conducted and a summary of the evaluation is provided as an appendix to this report. Several themes emerged from the review of the existing literature such as service delivery shortcomings in dealing with case complexity, the effectiveness of case management, and repeat requests for service. Interviews with ER workers and Service Users found that an uplift in workforce capability was required to deal with increasing case complexity, leading to recommendations for more training and service standards. Several service evaluations found that ER delivered with case management led to high Service User satisfaction, played an integral role in transforming the lives of people with complex needs, and lowered repeat requests for service. A large longitudinal quantitative study revealed that more time spent with participants substantially decreased the number of repeat requests for service; and, given that repeat requests for service can be an indicator of entrenched poverty, not accessing further services is likely to suggest improvement. The interviews identified the main strengths of ER to be the rapid response and flexible use of funds to stabilise crisis situations and connect people to other supports through strong local networks. Service Users trusted the system because of these strengths, and ER was often an access point to holistic support. There were three main weaknesses identified. First, funding contracts were too short and did not cover the full costs of the program—in particular, case management for complex cases. Second, many Service Users were dependent on ER which was inconsistent with the definition and intent of the program. Third, there was inconsistency in the level of service received by Service Users in different geographic locations. These weaknesses can be improved upon with a joined-up approach featuring co-design and collaborative governance, leading to the successful commissioning of social services. The survey confirmed that volunteers were significant for ER, making up 92% of all workers and 51% of all hours worked in respondent ER programs. Of the 122 respondents, volunteers amounted to 554 full-time equivalents, a contribution valued at $39.4 million. In total there were 8,316 volunteers working in the 122 respondent ER programs. The sector can support and upskill these volunteers (and employees in addition) by developing scalable training solutions such as online training modules, updating ER service standards, and engaging in collaborative learning arrangements where large and small ER Providers share resources. More engagement with peak bodies such as Volunteering Australia might also assist the sector to improve the focus on volunteer engagement. Integrated services achieve better outcomes for complex ER cases—97% of survey respondents either agreed or strongly agreed this was the case. The research identified the dimensions of service integration most relevant to ER Providers to be case management, referrals, the breadth of services offered internally, co-location with interrelated service providers, an established network of support, workforce capability, and Service User engagement. Providers can individually focus on increasing the level of service integration for their ER program to improve their ability to deal with complex cases, which are clearly on the rise. At the system level, a more joined-up approach can also improve service integration across Australia. The key dimensions of this finding are discussed next in more detail. Case management is key for achieving Service User outcomes for complex cases—89% of survey respondents either agreed or strongly agreed this was the case. Interviewees most frequently said they would provide more case management if they could change their service model. Case management allows for more time spent with the Service User, follow up with referral partners, and a higher level of expertise in service delivery to support complex cases. Of course, it is a costly model and not currently funded for all Service Users through ER. Where case management is not available as part of ER, it might be available through a related service that is part of a network of support. Where possible, ER Providers should facilitate access to case management for Service Users who would benefit. At a system level, ER models with a greater component of case management could be implemented as test cases. Referral systems are also key for achieving Service User outcomes, which is reflected in the ER Program Logic presented on page 31. The survey and interview data show that referrals within an integrated service (internal) or in a service hub (co-located) are most effective. Where this is not possible, warm referrals within a trusted network of support are more effective than cold referrals leading to higher take-up and beneficial Service User outcomes. However, cold referrals are most common, pointing to a weakness in ER referral systems. This is because ER Providers do not operate or co-locate with interrelated services in many cases, nor do they have the case management capacity to provide warm referrals in many other cases. For mental illness support, which interviewees identified as one of the most difficult issues to deal with, ER Providers offer an integrated service only 23% of the time, warm referrals 34% of the time, and cold referrals 43% of the time. A focus on referral systems at the individual ER Provider level, and system level through a joined-up approach, might lead to better outcomes for Service Users. The program logic and theory of change for ER have been documented with input from the research findings and included in Section 4.3 on page 31. These show that ER helps people facing a financial crisis to meet their immediate needs, avoid further harm, and access a path to recovery. The research demonstrates that ER is fundamental to supporting vulnerable people in Australia and should therefore continue to be funded by government.

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Phillips, Jake. Understanding the impact of inspection on probation. Sheffield Hallam University, 2021. http://dx.doi.org/10.7190/shu.hkcij.05.2021.

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This research sought to understand the impact of probation inspection on probation policy, practice and practitioners. This important but neglected area of study has significant ramifications because the Her Majesty’s Inspectorate of Probation has considerable power to influence policy through its inspection regime and research activities. The study utilised a mixed methodological approach comprising observations of inspections and interviews with people who work in probation, the Inspectorate and external stakeholders. In total, 77 people were interviewed or took part in focus groups. Probation practitioners, managers and leaders were interviewed in the weeks after an inspection to find out how they experienced the process of inspection. Staff at HMI Probation were interviewed to understand what inspection is for and how it works. External stakeholders representing people from the voluntary sector, politics and other non-departmental bodies were interviewed to find out how they used the work of inspection in their own roles. Finally, leaders within the National Probation Service and Her Majesty’s Prisons and Probation Service were interviewed to see how inspection impacts on policy more broadly. The data were analysed thematically with five key themes being identified. Overall, participants were positive about the way inspection is carried out in the field of probation. The main findings are: 1. Inspection places a burden on practitioners and organisations. Practitioners talked about the anxiety that a looming inspection created and how management teams created additional pressures which were hard to cope with on top of already high workloads. Staff responsible for managing the inspection and with leadership positions talked about the amount of time the process of inspection took up. Importantly, inspection was seen to take people away from their day jobs and meant other priorities were side-lined, even if temporarily. However, the case interviews that practitioners take part in were seen as incredibly valuable exercises which gave staff the opportunity to reflect on their practice and receive positive feedback and validation for their work. 2. Providers said that the findings and conclusions from inspections were often accurate and, to some extent, unsurprising. However, they sometimes find it difficult to implement recommendations due to reports failing to take context into account. Negative reports have a serious impact on staff morale, especially for CRCs and there was concern about the impact of negative findings on a provider’s reputation. 3. External stakeholders value the work of the Inspectorate. The Inspectorate is seen to generate highly valid and meaningful data which stakeholders can use in their own roles. This can include pushing for policy reform or holding government to account from different perspectives. In particular, thematic inspections were seen to be useful here. 4. The regulatory landscape in probation is complex with an array of actors working to hold providers to account. When compared to other forms of regulation such as audit or contract management the Inspectorate was perceived positively due to its methodological approach as well as the way it reflects the values of probation itself. 5. Overall, the inspectorate appears to garner considerable legitimacy from those it inspects. This should, in theory, support the way it can impact on policy and practice. There are some areas for development here though such as more engagement with service users. While recognising that the Inspectorate has made a concerted effort to do this in the last two years participants all felt that more needs to be done to increase that trust between the inspectorate and service users. Overall, the Inspectorate was seen to be independent and 3 impartial although this belief was less prevalent amongst people in CRCs who argued that the Inspectorate has been biased towards supporting its own arguments around reversing the now failed policy of Transforming Rehabilitation. There was some debate amongst participants about how the Inspectorate could, or should, enforce compliance with its recommendations although most people were happy with the primarily relational way of encouraging compliance with sanctions for non-compliance being considered relatively unnecessary. To conclude, the work of the Inspectorate has a significant impact on probation policy, practice and practitioners. The majority of participants were positive about the process of inspection and the Inspectorate more broadly, notwithstanding some of the issues raised in the findings. There are some developments which the Inspectorate could consider to reduce the burden inspection places on providers and practitioners and enhance its impact such as amending the frequency of inspection, improving the feedback given to practitioners and providing more localised feedback, and working to reduce or limit perceptions of bias amongst people in CRCs. The Inspectorate could also do more to capture the impact it has on providers and practitioners – both positive and negative - through existing procedures that are in place such as post-case interview surveys and tracking the implementation of recommendations.

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Independent Consultation and Investigation Mechanism: 2020 Annual Report. Inter-American Development Bank, abril de 2021. http://dx.doi.org/10.18235/0003200.

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2020 was an unprecedented year for everyone, because of the COVID-19 pandemic. MICI experienced this reality first-hand and was dedicated to reducing the disruptions in the operation of the mechanism due to the new circumstances, particularly in case management and accessibility. In numbers, MICIs complaint portfolio remained stable in 2020, with minimal variations compared to previous years. The Mechanism handled 21 complaints in total (two and three complaints less than in 2019 and 2018, respectively), 10 of which were new cases received in 2020. This report presents the management of each of these cases, as well as the main results in promoting access, learning and institutional strengthening.

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