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- Fredriksson, Maria
(författare)
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From Customer Satisfaction to Citizen Interaction : a cooperation model for community development based on Total Quality Management
- 2004
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Doktorsavhandling (övrigt vetenskapligt/konstnärligt)abstract
- Current problems with unemployment and the consequences of cut-down in the public sector need appropriate solutions, where private citizens perhaps take on more active roles than today, individually or in groups. The aim with this doctoral thesis is to contribute to one such solution, which is a cooperation model for societal development in local communities, based on Total Quality Management (TQM) and on the participation of many residents. The model is gradually developed with the help of collected experiences and opinions from three stakeholder groups in two different Swedish communities, as well as from general theories and literature. These groups are the quality-project initiators, the community residents and the local politicians. The disposition of the thesis is accordingly. The thesis contains two case studies. The first one concerns the use of TQM as a support of societal development in a local community. The improvement work is conducted within a non-profit organisation built on voluntary engagement. These experiences have then been compared, in the second case study, to the ones in another community where TQM is not used, but where the ambitions are the same. Here the framework for the improvement work is both a non-profit organisation and a for-profit one. The analyses indicate that TQM can be used with success within societal development, even if some of its tools or methodologies are interpreted in new ways, or not used at all. As TQM should be applied with regard to the type of organisation and its purpose, a certain flexibility is both expected and helpful. As far as management is concerned, the leadership needs to be “softer” and more diplomatic when managing unpaid volunteers, as compared to the situation in a commercial enterprise. Another observation is that the societal work is best conducted within groups, defined by situations or activities in life or in the society. An active resident can join a group according to interest. This is a modified version of the “quality circles” inherent to TQM. In a separate, and more theoretical study, the issue of adopting TQM to new sectors in society is discussed. In both the studied societies, there are difficulties to get residents involved or active, which puts into question the mandate with a large community project that aims at improving the quality of life for all residents. There are also difficulties with finding and renewing the leadership, and with communication with, above all, local politicians. Nevertheless, these politicians are in general positive to private initiatives like the ones in the two communities, and consider such projects very important for the future development of rural areas. They think that the experienced weaknesses can be reduced if the improvement work is distinctly defined and organised, if information and communication improve, and if the active residents become more educated about the procedures and limitations of the political governing of the communities. These and other observations of the two communities lead to a model where a cooperation between societal stakeholders develop in three phases; the start-up, the establishment and the continuation of the work. Each phase is discussed separately, and advice is given how to avoid, or meet, various problems that are likely to appear along the way.
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| 2. |
- Bäckström, Ingela, 1963-
(författare)
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On the Relationship between Sustainable Health and Quality Management : Leadership and organizational behaviours from Swedish organizations
- 2009
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Doktorsavhandling (övrigt vetenskapligt/konstnärligt)abstract
- Sickness absence not only causes significant costs for organizations but also leads to other negative consequences for individuals and societies. Previous research has shown that working with organizational values within Quality Management affects job satisfaction and results in increased profitability and customer satisfaction. There would, in addition, seem to be great gains if managers, by working with Quality Management, can manage to establish sustainable health among co-workers. The purpose of the research described in this thesis was to examine how Quality Management could be practised in order to support sustainable health among co-workers and what it is within Quality Management that influences sustainable co-worker health. Accordingly, the purpose was also to contribute to the understanding of the relation between sustainable health and Quality Management. To fulfil this purpose, three research questions were asked. The results are described in three parts related to the three research questions and are the product of six case studies carried out in seven different organizations. Interviews with managers and workshops with co-workers were carried out to investigate how Quality Management can be practised within organizations in order to promote sustainable co-worker health. These investigations took place in four organizations that had received awards. Three had been awarded for their excellence in leadership, work environment and co-workership, along with improved profitability; one for its successful implementation of quality programmes. The results are descriptions of methodologies, behaviours, values and organization structure used by the organizations to support sustainable health. These are exemplified with practical examples. The methodologies, behaviours, values, and organizational structure are considered possible for other organizations to adopt and all of them are already supported in the quality, management and leadership literature. Support from the health literature is also found for most of the behaviours, methodologies, values, and organizational structure. Surveys and focus groups interviews were carried out in five different organizations in order to find out what is of most importance when practising Quality Management in order to influence sustainable co-worker health. The results pointed to ‘Leadership Commitment’ as the most central of the values for achieving sustainable health among the co-workers. Furthermore, the values ‘Continuous Improvements’, ‘Participation of Everybody’ and ‘Customer Orientation’ were found to be related to sustainable health among the co-workers. The values ‘Leadership Commitment’ and the value ‘Participation of Everybody’ were then further elaborated to find aspects of importance for sustainable co-worker health. From the value ‘Leadership Commitment’ four aspects were extracted. These were labelled ‘Empathy’, ‘Presence and Communication’, ‘Integrity’, and ‘Continuity’. The results showed relations between the value ‘Leadership Commitment’ within Quality Management and sustainable health among the co-workers. Thus it is essential for leaders to work in accordance with that value to achieve results in the work towards sustainable co-worker health. The results indicate that this requires management and leadership that are characterized by the aspects above. The leaders have to: • Really understand the co-workers and their work situation. • Be present and available for co-workers and communicate with them. • Act as a role model, be fair and keep their promises. • Stay in their positions long enough to build up trust and confidence. The value ‘Participation of Everybody’ has also been shown to be related to sustainable health among the co-workers. This indicates that it is important to work in accordance with that value in the struggle to achieve sustainable health among the co-workers. The results imply that this value is characterized by the aspects ‘Development’, ‘Influence’ and ‘Being informed’. This could be done by: • Giving the co-workers opportunities to develop their skills and develop personally. • Letting the co-workers influence their work situation and taking suggestions and proposals from them seriously. • Having good communication within the whole organization. To manage this; the managers have to delegate more and empower the co-workers. These results were then further elaborated within another organization in order to develop a measurement approach that can clarify the extent to which the values, ‘Leadership Commitment’ and ‘Participation of Everybody’ permeate an organization. The developed measurement approach can be used to clarify the extent to which the organization is practising the health-promoting values within Quality Management and in what areas improvement is needed to increase co-worker health. The approach can also help the organization to detect those shortcomings within the management which are important for co-worker well-being. The developed measurement approach can be used to establish and enhance co-worker health by improving their well-being, satisfaction and motivation.
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