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Gestão da qualidade em serviços de informação no Brasil: estabelecimento de um modelo de referência baseado nas diretrizes da NBR ISO 9001; Quality management on information services in Brazil: a reference model based on the NBR ISO 9001

Valls, Valéria Martin
Fonte: Biblioteca Digitais de Teses e Dissertações da USP Publicador: Biblioteca Digitais de Teses e Dissertações da USP
Tipo: Tese de Doutorado Formato: application/pdf
Publicado em 22/09/2005 Português
Relevância na Pesquisa
47.31982%
Este trabalho descreve a implantação da Gestão da Qualidade em Serviços de Informação no Brasil, com base na NBR ISO 9001, através de revisão de literatura nacional e internacional e da realização de pesquisa de campo (estudos de caso) em três Serviços de Informação brasileiros: Supremo Tribunal Federal, Clube Paineiras do Morumby e Instituto de Pesquisa Tecnológicas do Estado de São Paulo. A abordagem teórica contempla o estudo da Gestão da Qualidade, seus fundamentos e conceitos e sua perspectiva histórica, a implantação e certificação de Sistemas de Gestão da Qualidade com base na NBR ISO 9001, a Qualidade em Serviços, a Gestão da Qualidade em Serviços de Informação no Brasil e a Gestão da Qualidade em Serviços de Informação com base na série ISO 9000. A abordagem prática contempla o estudo da Metodologia de Pesquisa que descreve os objetivos da pesquisa de campo, os métodos e instrumentos utilizados e os critérios empregados para seleção dos casos, incluindo a apresentação dos três Serviços de Informação analisados. O principal objetivo da pesquisa é desenvolver e disponibilizar aos dirigentes de Serviços de Informação um modelo de referência, baseado na NBR ISO 9001, visando a apoiar o planejamento...

Managing services quality through admission control and active monitoring

Lima, Solange; Carvalho, Paulo; Santos, Alexandre; Freitas, Vasco
Fonte: Springer Publicador: Springer
Tipo: Conferência ou Objeto de Conferência
Publicado em /09/2003 Português
Relevância na Pesquisa
56.855854%
We propose a lightweight traffic admission control scheme based on on-line monitoring which ensures multimedia services quality both intra-domain and end-to-end. The AC strategy is distributed, service-oriented and allows to control QoS and SLS without adding complexity to the network core. For each service class, AC decisions are driven by rate-based SLS control rules and QoS parameters control rules, defined and parameterized according to each service characteristics. These rules are essentially based on systematic on-line measurements of relevant QoS and performance parameters. Thus, from a practical perspective, we discuss and evaluate methodologies and mechanisms for parameter estimation. The AC criteria is evaluated as regards its ability to ensure service commitments while achieving high network utilization. The results show that the proposed model provides a good compromise between simplicity, service level guarantee and network usage, even for services with strict QoS requirements.

The role of admission control in assuring multiple services quality

Carvalho, Paulo; Lima, Solange; Freitas, Vasco
Fonte: IEEE Computer Society Publicador: IEEE Computer Society
Tipo: Conferência ou Objeto de Conferência
Publicado em /11/2006 Português
Relevância na Pesquisa
56.80045%
Considering that network overprovisioning by itself is not always an attainable and everlasting solution, Admission Control (AC) mechanisms are recommended to keep network load controlled and assure the required service quality levels. This article debates the role of AC in multiservice IP networks, providing an overview and discussion of current and representative AC approaches, highlighting their main characteristics, pros and cons regarding the management of network services quality. In this debate, particular emphasis is given to an enhanced monitoring-based AC proposal for assuring multiple service levels in multiclass networks.; Centro de Ciências e Tecnologias da Computação do Departamento de Informática da Universidade do Minho (CCTC)

Total quality management : the socio-demographic and operational-financial determinants for users’ perception of the services quality

Silvestre, Hugo Marco Consciência
Fonte: World Academy of Science, Engineering and Technology Publicador: World Academy of Science, Engineering and Technology
Tipo: Artigo de Revista Científica
Publicado em /10/2007 Português
Relevância na Pesquisa
67.153115%
Publicado em: Proceedings of World Academy of Science, Engineering and Technology; The aim of this paper is to know the sociodemographic and operational-financial determinants of the services quality perceived by users of the national health services. Through the use of an inquiry conducted by the Ministry of Health, comprehending 16.936 interviews in 2006, we intend to find out if there is any characteristic that determines the 2006 inquiry results. With the revision of the literature we also want to know if the operational-financial results have implications in hospitals users’ perception on the quality of the received services. In order to achieve our main goals we will make use of the regression analysis to find out the possible dimensions that determine those results.

China : Urban Services and Governance

Brixi, Hana
Fonte: Banco Mundial Publicador: Banco Mundial
Português
Relevância na Pesquisa
47.29413%
The study addresses governance challenges in public service delivery in China. It builds on the citizen scorecard survey conducted in five Chinese cities in 2006 to gauge citizens experience with public services, and demonstrates the usefulness of citizens feedback for policy development and implementation. The survey found that citizens were generally pleased with urban public services, but worried about the associated fees. Compared with the official urban residents, the urban poor and rural migrants in cities reported sharper utilization constraints, lower readiness to complain or pay informal fees, and a much larger income share spent on public services. The reported citizens perceptions sometimes diverged from the evidence and pointed to significant information asymmetries. Explaining the survey results, the study reveals problems of inadequacy, inequality and misaligned incentives in public resource allocation. The study presents several successful experiments reducing the dependence on user fees in basic education and primary healthcare. It recognizes that China has been undertaking comprehensive reforms to enhance equity and quality in public service delivery. Such reforms have included measures to strengthen the regulatory...

Demand-side Financing for Sexual and Reproductive Health Services in Low and Middle-Income Countries : A Review of the Evidence

Witter, Sophie; Somanathan, Aparnaa
Fonte: World Bank, Washington, DC Publicador: World Bank, Washington, DC
Português
Relevância na Pesquisa
47.278047%
Demand-side financing approaches have been introduced in a number of low and middle-income countries, with a particular emphasis on sexual and reproductive health. This paper aims to bring together the global evidence on demand-side financing mechanisms, their impact on the delivery of sexual and reproductive health services, and the conditions under which they have been effective. The paper begins with a discussion of modalities for demand-side financing. It then examines 13 existing schemes, including cash incentives, vouchers, and longer term social protection policies. Based on the available literature, it collates evidence of their impact on utilization of services, access for the poor, financial protection, quality of care, and health outcomes. Evidence on costs and cost-effectiveness are examined, along with analysis of funding and sustainability of policies. Finally, the paper discusses the preconditions for effectiveness of demand-side financing schemes and the strengths and weaknesses of different approaches. It also highlights the extent to which results for sexual and reproductive health services are likely to be generalizable to other types of health care. It is clear that some of these policies can produce impressive results...

Equity in Public Services in Tanzania and Uganda

World Bank
Fonte: Washington, DC Publicador: Washington, DC
Português
Relevância na Pesquisa
47.29413%
The context of this note is the concern in both Uganda and Tanzania that the distribution of public servants in both countries has been uneven, leading to inequity in the delivery of public services, with lower quality services linked to persistent poverty in certain underserved or hard-to-reach and stay (HTRS) areas. The note looks in detail at the nature of the problem as it affects education and health services, assesses measures already in place to tackle inequity, and makes recommendations to address the problem in the immediate as well as the long-term. In focus in this note are those areas that suffer from having far below average numbers of public servants, and consequently far below average public services. In Tanzania such areas are more commonly referred to as under-served and again additional resources have been allocated to them. Governments have so far responded with relatively conventional measures, such as financial incentives for staff and improved living conditions. While both of these are important...

Water and Wastewater Services in the Danube Region

World Bank
Fonte: Washington, DC Publicador: Washington, DC
Tipo: Relatório
Português
Relevância na Pesquisa
47.291304%
To evaluate and reflect the sustainability of services in the region, an overall sector maturity assessment was done taking into account four main dimensions: access to services, quality of services, efficiency of services, and financing of services. Each of these dimensions is measured through three simple and objective indicators. For each indicator, best practice values are established by looking at the best performers in the region, and countries closest to those best performers are deemed to have a more mature sector. A more complete description of the methodology to assess the sector maturity is included in the annex of the state of the sector regional report from the Danube Water Program. The outcomes of this assessment for the Austrian water sector are presented, which also shows average and best practices in the Danube region. The Austrian sector maturity score is 96, which is significantly higher than the Danube average maturity of 64, and the highest score in the region. The assessment shows that...

Water and Wastewater Services in the Danube Region

World Bank
Fonte: Washington, DC Publicador: Washington, DC
Tipo: Relatório
Português
Relevância na Pesquisa
47.30293%
To evaluate and reflect the sustainability of services in the region, an overall sector sustainability assessment was done taking into account four main dimensions: access to services, quality of services, efficiency of services, and financing of services. Each of these dimensions is measured through three simple and objective indicators. For each indicator, best practice values are established by looking at the best performers in the region, and countries closest to those best performers are deemed to have a more mature sector. A more complete description of the methodology to assess the sector sustainability is included in the Annex of the State of the Sector Regional Report from the Danube Water Program. The outcomes of this assessment for the Czech Republic water sector are displayed in Figure 9, which also shows average and best practices in the Danube region. The Czech sector sustainability score is 88, which is much higher than the Danube average sector sustainability of 64, and is among the best practices in the region. The assessment shows that...

Water and Wastewater Services in the Danube Region

World Bank
Fonte: Washington, DC Publicador: Washington, DC
Tipo: Relatório
Português
Relevância na Pesquisa
47.30337%
To evaluate and reflect the sustainability of services in the region, an overall sector sustainability assessment was done, taking into account four main dimensions: access to services, quality of services, efficiency of services, and financing of services. Each of these dimensions is measured through three simple and objective indicators. For each indicator, best practice values are established by looking at the best performers in the region, and countries closest to those best performers are deemed to have a more mature sector. A more complete description of the methodology to assess the sector sustainability is included in the annex of the state of the sector regional report from the Danube Water Program. The outcomes of this assessment for the Slovenia water sector are displayed, which also shows average and best practices in the Danube region. The Slovenian sector sustainability score is 84, which is above the Danube average sustainability score of 64. The assessment shows that, on average, the country performs well in terms of access to piped water and flush toilets...

Water and Wastewater Services in the Danube Region

World Bank
Fonte: Washington, DC Publicador: Washington, DC
Tipo: Relatório
Português
Relevância na Pesquisa
47.29413%
To evaluate and reflect the sustainability of services in the region, an overall sector sustainability assessment was conducted taking into account four main dimensions: access to services, quality of services, efficiency of services, and financing of services. Each of these dimensions is measured through three simple and objective indicators. For each indicator, best practice values are established by looking at the best performers in the region, and countries closest to those best performers are deemed to have a more mature sector. A more complete description of the methodology to assess sector sustainability is included in the annex of the state of the sector regional report from the Danube water program. The outcomes of this assessment for the Kosovo water sector are presented, which also shows average and best practices in the Danube region. As a result, the Kosovo sector sustainability score is 63, which is close to the Danube average sustainability of 64. The assessment shows that, on average, the country performs well in terms of access to piped water and flush toilets...

Water and Wastewater Services in the Danube Region

World Bank
Fonte: Washington, DC Publicador: Washington, DC
Tipo: Relatório
Português
Relevância na Pesquisa
47.30337%
To evaluate and reflect the sustainability of services in the region, an overall sector sustainability assessment was done taking into account four main dimensions: access to services, quality of services, efficiency of services, and financing of services. Each of these dimensions is measured through three simple and objective indicators. For each indicator, best practice values are established by looking at the best performers in the region, and the countries closest to those best performers are deemed to have a more mature sector. A more complete description of the methodology to assess sector sustainability is included in the annex of the state of the sector regional report from the Danube Water Program. The outcomes of this assessment for the Croatia water sector are displayed in Figure 9, which also shows average and best practices in the Danube region. The Croatian sector sustainability score is 72, which is above the Danube average sustainability of 64. The assessment shows that on average, the country performs well in terms of access to piped water and flush toilets...

Water and Wastewater Services in the Danube Region

World Bank
Fonte: Washington, DC Publicador: Washington, DC
Tipo: Relatório
Português
Relevância na Pesquisa
47.30337%
In order to evaluate and reflect the sustainability of services in the region, an overall sector sustainability assessment was done, taking into account four main dimensions: access to services, quality of services, efficiency of services, and financing of services. Each of these dimensions is measured through three simple and objective indicators. For each indicator, best practice values are established by looking at the best performers in the region, and countries closest to those best performers are deemed to have a more mature sector. A more complete description of the methodology to assess sector sustainability is included in the Annex of the State of the Sector Regional Report from the Danube Water Program. The outcomes of this assessment for the Slovak Republic water sector are displayed, which also shows average and best practices in the Danube region. The country sector sustainability score is 82, which is far above the Danube average sustainability score of 64, and among the best practices in the region. The assessment shows that...

Water and Wastewater Services in the Danube Region

World Bank
Fonte: Washington, DC Publicador: Washington, DC
Tipo: Relatório
Português
Relevância na Pesquisa
47.29413%
In order to evaluate and reflect the sustainability of services in the region, an overall sector sustainability assessment has been established taking into account four main dimensions: access to services, quality of services, efficiency of services, and financing of services. Each of these dimensions is measured through three simple and objective indicators. For each indicator, best practice values are established by looking at the best performers in the region, and countries closest to those best performers are deemed to have a more mature sector. A more complete description of the methodology to assess the sector sustainability is included in the Annex of the State of the Sector Regional Report from the Danube Water Program. The outcomes of this assessment for the Montenegro water sector are displayed, which also shows average and best practices in the Danube region. As a result, the Montenegro sector sustainability score is 59, which is below the Danube average sustainability of 64, and is among the lower scores in the region. The assessment shows that...

Water and Wastewater Services in the Danube Region

World Bank
Fonte: Washington, DC Publicador: Washington, DC
Tipo: Relatório
Português
Relevância na Pesquisa
47.278047%
In order to evaluate the sustainability of services in the region, an overall sector maturity assessment was done taking into account four main dimensions: access to services, quality of services, efficiency of services, and financing of services. Each of these dimensions is measured through three simple and objective indicators. For each indicator, best practice values are established by looking at the best performers in the region, and countries closest to those best performers are deemed to have a more mature sector. A more complete description of the methodology to assess sector maturity is included in the annex of the state of the sector Regional Report from the Danube Water Program. The outcomes of this assessment for the Bosnia and Herzegovina water sector are displayed in Figure 10, which also shows average and best practices in the Danube region. The BiH sector maturity score is 57, which is close to the Danube average maturity of 64. The assessment shows that, on average, the country performs well in terms of access to piped water and flush toilets...

Tajikistan - Quality of Child Health Services

World Bank
Fonte: World Bank Publicador: World Bank
Tipo: Economic & Sector Work :: Health Sector Review; Economic & Sector Work
Português
Relevância na Pesquisa
47.3399%
The Government of Tajikistan has identified Primary Heath Care (PHC), and Maternal and Child Health (MCH) as top priorities in its first Comprehensive National Health Sector Strategy (2010-2020). The study findings which closely mirror those of the 2009 World Health Organization (WHO)/United Nation children's Fund (UNICEF) Integrated Management of Childhood Illness (IMCI) survey will be of great concern to the Ministry of Health and should provide the impetus to take immediate remedial actions. Much remains to be done to improve the overall quality of primary health care services for under-five children. Two main issues are highlighted by this study. Firstly, the quality of primary health care services provided to children is lacking in many areas, irrespective of the PHC provider's type of training. Second, is that the family medicine and IMCI training programs and methods require further enhancement to ensure that the service quality for children improves. The study also finds that supervision of PHC workers is irregular...

Evaluation of Small-Scale Providers of Water Supply and Sanitation Services in Peru

World Bank
Fonte: Washington, DC Publicador: Washington, DC
Tipo: Publications & Research :: Working Paper; Publications & Research
Português
Relevância na Pesquisa
47.33969%
The Water and Sanitation Program (WSP), administered by the World Bank, helps countries find sustainable solutions to ensure efficient delivery of the quality water supply and sanitation services the population demands. The WSP is carrying out a systematic analysis in several countries to identify the role of small-scale providers (SSP) of water and sanitation services to poor populations not served by public and private entities. The study also examines how these operators fit in and respond to sector policies and the organization of the sector in each country. The objective of this study is to identify the reasons for the existence of small-scale providers of water SSP in Peru and to evaluate the experience of these operators, with an emphasis on their coverage, service quality, costs and sustainability. The evaluation also includes proposals to improve service to the market traditionally served by SSP. The study was divided into three phases: (a) a sector assessment to determine why sector policies and financial and institutional resources have not produced service provision to the entire population...

Improving Universal Primary Health Care by Kenya : A Case Study of the Health Sector Services Fund

Ramana, Gandham NV; Chepkoech, Rose; Walelign, Netsanet
Fonte: World Bank, Washington DC Publicador: World Bank, Washington DC
Tipo: Publications & Research :: Working Paper; Publications & Research
Português
Relevância na Pesquisa
47.312534%
This case study describes the Government of Kenya's initiative to expand the supply of health care and strengthen primary health care through implementation of the Health Sector Services Fund (HSSF), which provides direct cash transfers to primary health facilities. This initiative, launched in 2010, is a direct response to challenges identified by the Public Expenditure Tracking Surveys in making funds for operation and maintenance available to the health facilities, and builds on lessons from initiatives supported by the Danish International Development Agency (DANIDA) in the Coastal Region.

New Insights into the Provision of Health Services in Indonesia : A Health Workforce Study

Rokx, Claudia; Giles, John; Satriawan, Elan; Marzoeki, Puti; Harimurti, Pandu; Yavuz, Elif
Fonte: World Bank Publicador: World Bank
Tipo: Publications & Research :: Publication; Publications & Research :: Publication
Português
Relevância na Pesquisa
47.387188%
Indonesia has made improving the access to health workers, especially in rural areas, and improving the quality of health provider's key priority areas of its next five-year development plan. Significant steps and policy changes were taken to improve the distribution of the health workforce, in particular the contracted doctors program and later the contracted midwives program, but few studies have been undertaken to measure the actual impact of these policies and programs. This book is part of the inputs prepared at the request of the government of Indonesia's national development agency, Bappenas, to inform the development of the next national development plan 2010-14. Other inputs include reports on health financing, fiscal space for health, health public expenditure review, and assessments of maternal health and pharmaceuticals. Study findings highlight the importance not only of improving the supply of health care, but also of improving quality, so as to improve health outcomes. Over the period studied...

Influencia de los factores de implementación en la calidad de los sistemas de información para la satisfacción del usuario; Influence of the implementation factors in the information systems quality for the user satisfaction

Quintero, José Melchor Medina; Pedroche, Esther García; Ramos, Ma. Isabel de la Garza
Fonte: Universidade de São Paulo. Faculdade de Economia, Administração e Contabilidade Publicador: Universidade de São Paulo. Faculdade de Economia, Administração e Contabilidade
Tipo: info:eu-repo/semantics/article; info:eu-repo/semantics/publishedVersion; ; ; ; ; Formato: application/pdf
Publicado em 01/01/2009 Português
Relevância na Pesquisa
56.90381%
Esta investigación estudia el nivel de influencia de los factores organizacional, planificación y técnico con la calidad de la Información, del sistema y de los servicios en la satisfacción del usuario, basado en un modelo diseñado para este propósito. El estudio empírico hecho en seis universidades mexicanas por medio de PLS, muestra que el Factor Organizacional es el que tiene un mayor impacto por sus altos valores de correlación (R=0.624; R=0.435 y R=0.428) y significancia en las tres hipótesis planteadas con una varianza explicada del 78.8% en la Satisfacción del Usuario, quienes piensan que la calidad de los sistemas les ayudan a aumentar la productividad en su toma de decisiones.; This research studies the influence range of the organizational, planning and technical factors within the information quality, system quality and information systems services quality, in the user satisfaction, based on the designed model research for this purpose. The empirical study takes place in six Higher Education Institutes (94 questionnaires) by the Partial Least Square statistic tool. The results has shown that Organizational Factor (information needs, management support, institutional objectives satisfaction) is which has the most impact because its high correlation value (R=0.624; R=0.435 yR=0.428) and signifi cance (p