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- Edvardsson, Bo, 1944-
(författare)
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Tankefel inom vardag, yrkesliv och politik
- 2009
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Annan publikation (populärvet., debatt m.m.)abstract
- Syftet är att klargöra begreppet tankefel och att beskriva några vanliga exempel på tankefel. Tankefel har en omfattande förekomst och omfattande konsekvenser för enskilda och samhälle.
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| 3. |
- Edvardsson, Bo, 1952-, et al.
(författare)
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Tjänstekvalitet
- 2012
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Ingår i: Den svenska tjänstesektorn. - Lund : Studentlitteratur AB. - 9789144079844 ; , s. 345-360
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Bokkapitel (refereegranskat)
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| 5. |
- Quist, Johan, 1971-
(författare)
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Att översätta TQM : - en longitudinell studie kring reflekterande aktörer
- 2003
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Doktorsavhandling (övrigt vetenskapligt/konstnärligt)abstract
- This doctoral thesis focuses on translating Total Quality Management (TQM). The reason for this focus is that ideas such as TQM rarely or never contain a complete description of how the idea is to be “installed” in an organisation if it is to achieve the intended result. This often has the consequence that the result the idea is expected to produce in the organisation is only achieved in part, if at all. In Sweden there has been a great interest in working with the SIQ Model for Performance Excellence. In the thesis the model is viewed as an operationalisation of the TQM concept.The theoretical perspective of sensemaking is applied to understand what happens when organisations begin to use the model. This work is in the thesis seen as a translation process and contrasts the rational view of implementation. The sensemaking perspective rests on a social constructionist viewpoint, which distinguishes it from the view that TQM has on organisations. The study is placed in the interpretative paradigm and two service organisations in public sector have been studied with a longitudinal design.The main contribution of the study is a new way of looking at the work with the model. Thus, the interpretations could be seen as aspects, which together present a detailed description of the translation process. These aspects are, in summary, a way of looking upon and understanding:• the translation process as a number of parallel and reciprocal processes• the role of the translators• the relationship between translators and top management• the contextual prerequisites of the translation process.In addition to this, the thesis can work as a driving force towards a more constructive and critical attitude among practitioner of TQM. The somewhat seductive rhetoric and the risk to work with the model without an apparent intention are highlighted in the study. It seems that the model in itself can lead to collective sensemaking that gets the work done without discussing the intention. In light of the interpretations it becomes clear that working with the model is a relatively complicated process. Many of the failed attempts to reach excellence could be explained by unrealistic expectations of the character and requirement of the work. In the thesis, the translator has been introduced as a counterbalance that possibly could help dealing with the complexity of TQM.
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| 6. |
- Skålén, Per
(författare)
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Kvalitetsidén möter praktiken : institutionalisering, meningsskapande och organisationskultur
- 2002
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Doktorsavhandling (övrigt vetenskapligt/konstnärligt)abstract
- In the new millennium the ideas of New Public Management (NPM) have become more and more popular within the public sector and its health care. NPM is a management philosophy that, among other things, aims at making public organizations more business like. The study explores the encounter between the organizational practice and an NPM idea, the idea of quality, at Landstinget in Värmland (LiV). More precisely the study aims at contributing to the discourse on effects of institutionalization as well as to knowledge on the process of local institutionalization. Another purpose of the study is to contribute to quality development in organizations.In order to do this, a project of quality (LiV 2002) at LiV is followed in time and space. In the empirical section three actor groups are identified, the new management, the old officials and the health care personnel. Between the old officials and the new management, and between the health care personnel and the new management conflicts burst out. The reason for these conflicts is, among other things, the actor groups’ diverging cultural conceptions.In the conclusion the idea of quality is, to a certain extent, found to be institutionalized in the formal structure of LiV. But the greater part of the actors’ action and thought schemes are unaffected. However, the actors at LiV are not fully unaffected by the idea of quality. It is argued that the cultural conceptions of the old officials and the health care personnel are reproduced during the work on quality. In the discussion concerning contributions, a model for studying local institutionalization from the perspective of sensemaking is put forward. It is argued that the model enables students of local institutionalization to focus on the cognitive micro processes of institutionalization. In the discussion on quality development, the focus is on difficulties and obstacles with quality development. These are found to be cultural conceptions, preservative sensemaking, processes of translation and that most public organizations are arena organizations.
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| 7. |
- Sonesson, Olle, 1956-
(författare)
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Tjänsteutveckling med personalmedverkan : En studie av banktjänster
- 2007
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Doktorsavhandling (övrigt vetenskapligt/konstnärligt)abstract
- This dissertation is about new service development. In the past, little attention has been paid to the front-line-employees' involvement in the service development. The aim of this dissertation is therefore to describe and analyze the front-line-employees' envolvement and contribution to the service development process and to identify what, specifically, the front-line-employees contribute to the new service. Three research questions are formulated. The first deals with when and how the front-line-employees participate in the service development process. The second investigates the contributions of front-line-employees to the new service and the third research question builds on the results from the previous two and focuses on how to manage effective new service development.This study is a qualitative case study. It is retrospective and has been conducted through an empirical and theory driven formation of factors. The case company is a Swedish bank where four service development projects were the subject of the study.This study shows that from a management perspective, implementation and the launch of the service can be performed in a more efficient way when the employees are involved. The result has also suggest that the internal efficiency can be increased further if the front-line-employees' resistance to change is considered. This dissertation's first theoretical contribution is a new model of the service development process. The new model is divided into five phases including a neew integration phase. The integration phase should be introduced during the project design phase and in two parallel ways: partially within the project and partially outside the project. Second, this dissertation provides a new quality factor, namely relationship building. Third, a detailed, description and analysis is supplied of how employees participate in and contribute to the service development process. Somewhat surprisingly, the study shows that the employees are often involved too late in the development project and are not given enough time to contribute. The front-line-employees would probably contribute more, both to the development projects and to the new service, if their involvement was organized differently form what is shown in this study.
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| 8. |
- Sundström, Erik, 1967-
(författare)
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Utveckling av en integrerad tjänst : En fallstudie inom kollektivtrafikbranschen
- 2006
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Doktorsavhandling (övrigt vetenskapligt/konstnärligt)abstract
- Studies of service development have mostly focused on isolated projects or processes. Little attention has been paid to the historical, political and business contexts, and, much emphasis has been put on the development of new services in relation to the re-bundling of existing services. The main purpose of this dissertation is therefore to describe and understand the development of an integrated service including context factors. An integrated service is built on two or more existing services. Two research questions are formulated: one focusing on what is being developed (i.e. the integrated service) and the other on how the integrated service is being developed. The dissertation contributes to the theoretical field of service research in the area of service development.A suitable case in the business context of a public transport authority in Sweden was chosen for the purpose. An in-depth, longitudinal study was carried out, spanning ten years. A combination of deductive and inductive approaches was used in the analysis.The empirical results show that the service concept was designed by the owners within the economic and technical restrictions at hand. Some adjustments were made but in practice there was little focus on the customers’ needs and demands. The theoretical contributions are summed up in two models which describe an integrated service (“what”) and the development process of an integrated service (“how”). The model of an integrated service is based on a service platform consisting of integrated resources and service processes corresponding to the customers’ primary needs. Different supporting services are developed, corresponding to the customers’ secondary needs. The supporting services strive for customisation and are designed in flexibility. The model of the development process illustrates that the development of an integrated service can be described and understood as a process consisting of activities of breaking up and integrating service pre-requisites, the internal service infrastructure and factors related to a stakeholder network. The process of breaking up and integrating, propelled by stakeholders, is described and understood as change pressure.
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| 9. |
- Vigerland, Lars, 1964-
(författare)
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Homo domesticus : En marknadsanalys av bostadskonsumenters strategier och preferenser
- 2007
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Doktorsavhandling (övrigt vetenskapligt/konstnärligt)abstract
- Hur påverkar bruksvärdessystemet och bostadsföretag olika konsumentgrupper på den svenska bostadshyresmarknaden och hur kan befintliga marknadsanalyser kompletteras? Systemet kritiseras för att vara ojämlikt och för att strida mot EU-lagstiftning.Bourdieu fungerar som teoretisk inspirationskälla. Avhandlingen analyserar bostadskonsumenters strategier och preferenser speglat mot bruksvärdessystemets fundament och funktionssätt. Till skillnad från befintliga analyser av bostadshyresmarknaden, tillämpas och betonas en flerdimensionell metod. Tillvägagångssättet har varit en tvåfallstudie med datamaterial från 613 hushåll i två flerfamiljshus i centrala Stockholm. Familjetyp, yrke, utbildningsinriktning, inkomst-, utbildningsnivå, symboliska tillgångar m.m. har kartlagts och jämförts dels med hushållens strategier för att erhålla bostaden, dels med preferenser avseende bostaden, bostadskonsumtion och övriga bostadsrelaterade frågor. Datamaterialet är inhämtat från fastighetsägarnas hyresakter, SCB och intervjuer. Metodtriangulering har tillämpats med en statistisk totalstudie (korrespondensanalys) och med semistrukturerade intervjuer från 71 hushåll från urvalspopulationen.Resultatet tyder på en successiv sociovertikal segregationsprocess mellan en relativ elitgrupp och övriga. Inom elitgruppen råder en social differentiering, s.k. sociohorisontell integration. Sociala motpoler är ekonomiskt kapital och kulturellt samt elit och dominerade. I fraktioner inom eliten finns acceptans för boendekostnadsökningar, upp till 100 %. Marginell marknadsanpassning innebär sannolikt ytterligare begränsningar i främst sociovertikal integration. I vissa delar av eliten samt i fraktioner i en social mellannivå finns en acceptans för illegal handel, i synnerhet bland yngre. Slutsatsen indikerar att bruksvärdessystemet vid efterfrågeöverskott inte fullt ut förmår hantera social integration och att undantag från EU-lagstiftning av integrationsskäl därmed kan ifrågasättas.
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