Towards New Levels of Creating/Improving and Understanding Value in Swedish Municipalities : A Review of Research on Understanding and Creating Value in Municipal Quality Development by Qualitative Approaches (and Co-Creation)

• PurposeQuality management and Lean initiatives are currently widespread in the Swedish municipal sector. It is also made clear that all Lean initiatives should be initiated to benefit the customer and not for internal organizational reasons. However, the practices currently used for understanding value creation in the municipalities tend to focus heavily on the use of numerical, quantitative approaches. In sharp contrast, the growing field of, for example, design thinking argue that qualitative approaches are key when it comes to getting closer to the citizens, establishing new levels of understanding and thereby inspiring new and better solutions. In sum, it seems likely that municipalities are struggling with developing quality due to relying, in too one-sided on the use of quantitative rather than qualitative approaches to understand and spark new levels of value creation. The purpose of this paper is to contribute with a review of research concerning qualitative approaches for understanding and co-creating value in municipal quality development. Methodology/Approach The paper is based on a literature review. Findings The paper provides an overview of previous research concerning practices for evaluating and understanding value creation in the context of a municipal quality development. Value of the paperThis overview is of value for practitioners within the context, as well as researchers that wants to contribute within this area.

Ämnesord

TEKNIK OCH TEKNOLOGIER  -- Maskinteknik -- Tillförlitlighets- och kvalitetsteknik (hsv//swe)

ENGINEERING AND TECHNOLOGY  -- Mechanical Engineering -- Reliability and Maintenance (hsv//eng)

Nyckelord

Quality Management

Value Creation

Perceived value

Customer value

Measurement methods

Public sector

Quality Improvements

Lean

Municipality

Publikations- och innehållstyp

ref (ämneskategori)

kon (ämneskategori)