34 documents found, page 1 of 4

Measuring local public expenditure effectiveness using sustainable development ...

Purpose – This paper aims to propose a tool to assess local public expenditure effectiveness based on a framework of alignment between outputs, outcomes and impacts – the Index of Municipal Expenditure Effectiveness (IMEE). This index is composed of a set of indicators associated with the typology of local expenditure. Design/methodology/approach – The paper describes the methodological approach used in the dev...

Transparency and Accountability in Higher Education as a Response to External S...

751E-7D05-BD5C | Patrícia Helena Ferreira Lopes de Moura e Sá; info:eu-repo/semantics/publishedVersion

The Challenges of Remote Work to the Development of a TQM Culture

Purpose – The purpose of the current paper is to analyze the challenges raised by remote work to the development of a TQM culture. In addition, a framework to assess an organization’s capacity to build a quality management culture within the context of remote (and hybrid) forms of work is proposed. Design /approach – The paper is based on a critical analysis of relevant literature. From this literature review, ...

Aplicação dos 5S num Serviço de Aprovisionamento de uma Instituição de Ensino S...

Esta comunicação pretende ilustrar a aplicação da metodologia 5S no Serviço de Aprovisionamento e Património (SAP) de uma Instituição de Ensino Superior. O 5S constitui uma das ferramentas do pensamento Lean, com origem no Japão, cujo objetivo se centra no alcance da melhoria contínua e da qualidade total sendo, por este motivo, mito benéfico para as organizações, podendo ser aplicado em vários locais, sejam el...

Quality Assessment of the Services Delivered by a Court, Based on the Perceptio...

This paper aims to measure the quality of the services delivered by a court by assessing the satisfaction of court users and service providers, i.e., magistrates and court officials. For that purpose, a case study was carried out and data were collected by means of a questionnaire based on the SERVPERF instrument, in which perceived service quality is measured, considering court users, magistrates, and court of...

Trajetórias institucionais das empresas sociais

Quality assessment of the services delivered by a court, based on the perceptio...

This paper aims to measure the quality of the services delivered by a court by assessing the satisfaction of court users and service providers, i.e., magistrates and court officials. For that purpose, a case study was carried out and data were collected by means of a questionnaire based on the SERVPERF instrument, in which perceived service quality is measured, considering court users, magistrates, and court of...

An assessment of a municipal physical activity programme for seniors based on t...

The growing proportion of senior citizens and the importance of encouraging active well-ageing behaviours explain the increasing efforts carried out by governments to develop exercise programmes particularly targeted to this group. The complexity associated with the running of these programmes and the resources committed make their quality assessment essential. The aim of the current paper is to validate and re...

Raising consumers’ interest in their water invoices: Challenges and opportunities

Given the importance of invoices in conveying key information to consumers, regulatory authorities worldwide have been issuing recommendations on their content and format. The aim of the current paper is to assess a detailed invoice model, which stresses accuracy and exhaustiveness concerns. The study is based on the perceptions of domestic consumers collected through the administration of a survey questionnair...

Opportunities and Challenges Raised by Customer-To-Customer Interaction to Serv...

It is widely recognized that the presence of other customers is an important social component of the servicescape with an impact on the quality of services provided and, in particularly, on customer experiences Therefore, increasing attention has been paid to customer-to-customer interaction (CCI) by management literature, both by marketing and by operations management scholars. As stressed in previous literatu...