1.
Gregorio, Ruben, et al.
(författare)
From expectations and needs of service customers to control chart specification limits
2011
Ingår i: The TQM Journal. - : Emerald Group Publishing Limited. - 1754-2731 .- 1754-274X. ; 23:2, s. 164-178
Tidskriftsartikel (refereegranskat) abstract
Purpose – The aim of this paper is to develop a model to help service organizations to set the specification limits according to the customer expectations.Design/methodology/approach – A review of relevant literature has been used to develop a new integrated model with ideas from the Kano model, SERVQUAL, Taguchi loss function, Importance Performance Analysis (IPA) and a new model, “the Trade-Off Importance”. A survey was carried out with 18 external customers and internal stakeholders of the Service Division of Siemens Industrial Turbomachinery AB in Finspong, Sweden.Findings – The model has demonstrated its robustness and credibility to set the specification limits. Additionally, it is a very powerful tool for service quality measurement and to set strategic directions.Research limitations/implications – First, articles published on this subject are few and there is no similar model in the literature to confirm or compare results. The proposed model must be further validated in future research. Second, this study is applied in a single service division, with a relatively small sample. Ideally, research should be conducted using multiple industries in order to ensure that the model is generalizable.Originality/value – To the best of one's knowledge, this paper is the first attempt to create a road-map to set the specification limits in services. Researchers should find that the proposed model fills the research gap. From a managerial standpoint the practical benefits in Siemens Industrial Turbomachinery AB suggest a new way of communicating to customers. The model will also improve the target setting in the Six Sigma projects.
2.
Mauléon, Christina, 1971-, et al.
(författare)
Knowledge overlapping seminars : conversational arenas supporting joint directed action in projects
2011
Ingår i: Quality Management Journal. - : Emerald Group Publishing Limited. - 1068-6967 .- 2575-6222. ; 18:3, s. 33-51
Tidskriftsartikel (refereegranskat) abstract
The aim of this paper is to test and evaluate a designed conversational seminar – the knowledge overlapping seminar (KOS) – as a support for joint directed action in projects. This conversational arena is designed to support the process of co-constructing shared understanding in projects with the aim of delimiting misunderstandings and creating knowledge overlap between people coming together from different organizational contexts. As misunderstandings often rise in projects among people who don't share the same language due to their belonging to different organizational contexts, there exists a need to develop methodologies that will assist in supporting the co-construction process of shared understanding in projects. This study proposes a designed conversational seminar for this purpose. KOSs are designed to be conversational arenas in which members of a project team have an opportunity to guide one another in their respective different domains of knowledge related and connected to the common project goal. The design of KOS aims to avoid conversational obstacles to effective knowledge overlap between members from different organizational contexts and from different knowledge domains, with special emphasis on avoiding prestige. The KOS has here been evaluated as being a promising conversational ?tool? for application in projects with a view to support joint directed action by achieving a shared understanding of the project goal and delimiting misunderstandings, with improved efficiency, quality, and, ultimately, more satisfied customers as a result.
