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- 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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| 2. |
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Business transformation for a sustainable future
- 2021
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Samlingsverk (redaktörskap) (övrigt vetenskapligt/konstnärligt)abstract
- Interconnecting the concepts of sustainability, innovation and transformation, this book explains how organizations have successfully transformed themselves and wider society to foster a more sustainable future, and identifies the difficulties and challenges along the way. Part of the Principle of Responsible Management Education (PRME) series, the book promotes a strong voice for meeting sustainability challenges for transformative change in a globalized world through business education and practice.A transition to a more sustainable way of doing business can only be attained by combining technology with profound system innovations and lifestyle changes. The chapters in the book, each written by a strong and well-recognized team of researchers in the field, open up the discussion about a new partnership between sustainability, innovation, and transformation that includes the global society (big world), the biosphere (small planet), and also requires a deep mind shift. The book presents cases from business (including Ikea and Eataly) and other service networks including the Base of the Pyramid (BoP), and illustrates how these organizations have transformed themselves for a sustainable future. The research perspectives are macro (policies and legislation), meso (institutional practices) and micro (business practices and individual behavior). This book is where research meets real-world business and societal practice. The chapters are grounded in business research, specifically the interdependencies between sustainability, innovation, and transformation, which makes for a robust basis for describing, explaining, and understanding the complex challenges faced by business and society in the 21st century.The book is intended for graduate- and postgraduate-level students and executive education with implications for practitioners. Furthermore, it contributes to multidisciplinary research in the field of interaction between business and society with a view to extending the firm-centric view to encompass a broader, systemic, and dynamic understanding of business and societal transformation.
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| 5. |
- Edvardsson, Bo, 1952-, et al.
(författare)
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Cocreating Customer Value through Hyperreality in the Prepurchase Service Experience
- 2005
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Ingår i: Journal of Service Research. - : Sage Publications. - 1094-6705 .- 1552-7379. ; 8:2, s. 149-161
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Tidskriftsartikel (refereegranskat)abstract
- This article develops a new model depicting how organizations can help customers test out and experience a service prior to purchase and consumption or use. When customers buy a new car, for instance, they are allowed to test-drive it to get the feel of it. When customers wish to purchase services, it can be more difficult to provide customers with a “test drive.” In some service situations, service organizations can and do provide “test drives,” but it is suggested that such experiences take place in a simulated setting. This article introduces the notion of hyperreality, the simulated reality of a service experience. It also introduces the concept of the “experience room,” the place where the simulated experience takes place. Based on the existing literature, the authors apply six dimensions of experience rooms to demonstrate how organizations can cocreate value, in conjunction with the customer, through hyperreality in a preservice experience.
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| 8. |
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| 9. |
- Edvardsson, Bo, et al.
(författare)
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Design Dimensions of Experience Rooms for Service Test Drives: : Case Studies in Several Service Contexts
- 2010
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Ingår i: Managing Service Quality. - : Emerald. - 0960-4529 .- 1758-8030. ; 20:4, s. 312-327
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Tidskriftsartikel (refereegranskat)abstract
- Purpose - The objective of this exploratory study is to analyse "test drives" of service offerings in a variety of service contexts by applying existing design dimensions of experience rooms in order to develop some principles to assist service designers who are interested in developing such "test drives" for their potential customers. Design/methodology/approach - An exploratory qualitative study was undertaken using three case studies with varying levels of simulation/artificiality. Data were collected from documents and interviews with service providers and customers and analysed using a framework of six dimensions Findings - The study adds a sixth dimension to the existing five dimensions or experience rooms found in the literature It also proposes seven principles to guide designers who seek to create new service "test drives" The study also introduces the new notion of "value in pre-use" (a development of "value in use") to describe the potential value of "real" services yet to be purchased Finally the study documents some of the advantages and disadvantages of using "test drives" Research limitations/implications - The exploratory and interpretive nature of the research, and the limited number of cases and respondents, limits the generalisability of the findings Practical implications - The study provides several principles that can be used in the design of service "test drives". Originality/value - This is the first paper to analyse the design dimensions of service "test drives" and to propose the notion of "value in pre-use".
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| 10. |
- Edvardsson, Bo, 1952-, et al.
(författare)
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Quality Improvement in governmental services : The Role of change pressure exerted by the ‘market’
- 2006
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Ingår i: TQM Magazine. - : Emerald Group Publishing Limited. - 0954-478X .- 1758-6887. ; 18:1, s. 7-21
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Tidskriftsartikel (refereegranskat)abstract
- Purpose – The purpose of this paper is to explore the role of change pressure exerted by the “market” on governmental services in quality improvement processes. Two research questions are investigated. How can the role of external pressure exerted by customers and users, for quality improvement, be described and understood in governmental services? How can we understand the internal response (to external pressure exerted by customers and users, for change and quality improvement) as a strategic and cultural process?Design/methodology/approach – This study focuses on two main levels: the operational level, where we analyse how the service offerings (or concepts) are designed to meet the needs (and changing needs) of the customers/citizens, the design of the service process, and the formation of the service system in terms of resources, organisational structure and culture; and the strategic level, where we analyse the interdependence between service strategy and service culture. Three cases originating from governmental services in Sweden form the empirical basis for the study.Findings – First, the service concept must be in line with, and match, the target group to be served. If there is a gap the organisation will have an inherent quality problem. The second lesson is that the service process must be understood and accepted by both the employees and the users/customers. The results show that a lack of flexibility is a common reason behind quality problems. Involving customers more is one way of designing more flexibility. The third lesson is that the service system is also a question of the norms and values forming the basis for a service culture that supports the service process.Research limitations/implications – The article is based on just three cases from one country. More case studies are needed, and in different cultural contexts.Practical implications – The pressure for change exerted in governmental organisations is not very different when compared to commercial service companies. Customers are most often the same people, with the same – or similar – needs, expectations and requirements. Quality is assessed in more or less the same way. The differences seem to surface when we take into consideration how external changes exert pressure for change within the organisation, and in the design and delivery of governmental services.Originality/value – This article contributes to a theoretical point of departure for describing and analysing service quality improvement in a dynamic perspective, where both the key aspects of service strategy and service culture are taken into consideration. The empirical study shows that the framework is useful and produces fruitful empirical findings.
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