| 1. |
- Cassel, Claes M.
(författare)
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Measuring customer satisfaction on a national level using a super-population approach
- 2000
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Ingår i: Total quality management. - : Taylor & Francis Group. - 1360-0613 .- 0954-4127. ; 11:7, s. 909-915
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Tidskriftsartikel (refereegranskat)abstract
- The purpose of this paper is to demonstrate the use of the super-population approach to the measurement and analysis of customer satisfaction on a national level. Since the estimation is based on a probability sample of customers and since the measurement model includes random errors, both sampling and measurement errors must be taken into account and calculated. The superpopulation approach for estimating the average customer satisfaction of a nation from a probability sample is described. The Horvitz-Thompson estimator is used for illustration. The total variance of the estimator is shown to consist of two components, one due mainly to the measurement process and the other due mainly to the sampling process. A numerical example from Statistics Sweden is described.
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| 2. |
- Cassel, Claes M., et al.
(författare)
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On measurement of intangible assets: A study of robustness of partial least squares
- 2000
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Ingår i: Total quality management. - : Taylor & Francis Group. - 1360-0613 .- 0954-4127. ; 11:7, s. 897-907
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Tidskriftsartikel (refereegranskat)abstract
- The customer asset is an important intangible. Its value depends, for example, on the customer satisfaction level. Thus, it is important to monitor that level, and to identify cost-efficient actions to improve it. The European Customer Satisfaction Index (ECSI) system is based on a structural model for such monitoring, a model that is estimated by partial least squares (PLS). The robustness of PLS applied on an ESCI-like measurement model is studied in the present paper. Monte Carlo simulations show that PLS is reasonably robust against multicollinearity, skew response distributions and various types of model misspecifications. This is true, in particular, when estimating the customer satisfaction index.
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| 3. |
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| 4. |
- Eklöf, Jan A., et al.
(författare)
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Patient satisfaction and priority setting in ambulatory health care
- 2000
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Ingår i: Total quality management. - : Taylor & Francis Group. - 1360-0613 .- 0954-4127. ; 11:7, s. 967-978
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Tidskriftsartikel (refereegranskat)abstract
- In this study we consider a general model for analysing the preferences, satisfaction and actual cost-benefit valuation of provided health care services as they are explicitly perceived by the patients. The model is employed for analysing the quality and value of treatment in one of the main clinics in a large hospital in Stockholm. Data from patients are combined with financial information from the hospital authority to estimate the cost per unit of improved patient satisfaction and to specify a cost-benefit model for priority setting and resource allocation. Using a combination of a patient satisfaction and a willingness to pay approach is found to be functional. The respondents are in a position to give specific and consistent information concerning their perception and relative valuation. The results obtained from the empirical survey point at improvements where both the satisfaction and the willingness to pay are strong. It is seen that most of the major improvements proposed in the health personnel-patient relationship are more expensive to implement than the customers (patients) are willing to pay for. At the same time these also imply the most significant increases in satisfaction. This emphasizes the importance of looking at both the revenue and the cost side when designing modifications in the provision of service.
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| 5. |
- Eklöf, Jan A., et al.
(författare)
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The pan-European customer satisfaction index programme-current work and the way ahead
- 2002
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Ingår i: Total quality management. - : Taylor & Francis Ltd. - 1360-0613 .- 0954-4127. ; 13:8, s. 1099-1106
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Tidskriftsartikel (refereegranskat)abstract
- Any organization has to listen to its external customers and clients. In a number of studies it has been shown that the long-term success of a corporation is closely related to its possibility to adapting to customer needs and changing preferences. Satisfying customers should thus be a goal in its own right for all future-oriented organizations. In order to monitor customer satisfaction and to take action to improve it, a number of different methods have been devised and implemented in practice. However, for the purpose of real usefulness, a number of criteria have to be fulfilled on any such measurement system, not least if the ambition is to compare and benchmark. This is the spirit in which the Pan-European intiative to develop, launch and implement a system for comparable aggregate (national) Performance Satisfaction Index studies (the EPSI Rating) has evolved. In the paper the EPSI Rating model for comparable Customer Satisfaction Index (CSI) is presented and the fulfilment of the quality criteria are elaborated, based on three years of national studies. In this context, possibilities and limitations for systematic comparisons are highlighted using a combined time-series and cross-section approach. It is also illustrated how the EPSI Rating results may be combined with company specific measures using a similar framework in order to arrive at proposals for strategic and operational improvements. Furthermore, lessons learned so far are discussed and an agenda for future development is presented.
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| 6. |
- Eriksson, Henrik, 1973, et al.
(författare)
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Effects of In-Company Quality Awards on Organizational Performance
- 2003
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Ingår i: Total quality management (Print). - : Informa UK Limited. - 0954-4127 .- 1360-0613. ; 14:2, s. 235-242
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Tidskriftsartikel (refereegranskat)abstract
- The relationship between total quality management (TQM) practices and improved performance has been frequently discussed in the literature. In this paper, the costs and the effects of in-company quality awards on performance are discussed and analysed. The paper covers a survey of Swedish companies that use or have used in-company quality awards to stimulate TQM efforts and thereby to improve performance. The study cannot show any strong evidence of improved performance for units that applied for the in-company quality award. However, in contrast to units that have not applied, some units that have applied for the in-company quality award considered that the results related to performance have improved greatly. One large positive effect perceived by the participating units was increased customer orientation while the largest costs were put on the description of activities and the improvement work itself.
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| 7. |
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| 8. |
- Hackl, Peter, et al.
(författare)
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Structural analysis and measurement of customer perceptions, assuming measurement and specifications errors
- 2001
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Ingår i: Total quality management. - : Taylor & Francis Ltd. - 1360-0613 .- 0954-4127. ; 12:7-8, s. 873-881
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Tidskriftsartikel (refereegranskat)abstract
- In previous research (e.g. Cassel et al., 1999,Journal of Applied Statistics26, pp. 435-446; Cassel et al., 2000, Total Quality Management, 11, pp. 897-907) the bias and precision effects, for various specification problems, on the structural analysis and measurement of customer perceptions have been studied. In this paper the combined effects of some of the most significant problems, misspecifications and skew response distributions, and certain types of measurement errors, are studied. The measurement errors considered reflect the bias due to the inertia of respondents in adapting to changes. In the situation of repeated measurements, the later response tends to be biased towards the former response. This effect can be modelled by implementing certain change filtering assumptions. A simulation study using the European Performance Satisfaction Index (EPSI) structure demonstrates that the EPSI measurement methodology using partial least squares is very robust with respect to the problems introduced in the simulations. This is true, in particular, when estimating the inner structure of the model and when estimating the outer measurement relations of the model. The estimated values of the latent variables (such as the customer satisfaction index) are affected in an expected way.
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| 9. |
- Hansson, Jonas
(författare)
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Implementation of total quality management in small organizations: A case study in Sweden
- 2001
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Ingår i: Total quality management (Print). - : Informa UK Limited. - 0954-4127 .- 1360-0613. ; 12:7-8, s. 988-994
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Tidskriftsartikel (refereegranskat)abstract
- Total quality management (TQM) is considered to be an important management philosophy, which sustains the organizations in their efforts towards quality improvement and satisfied customers. The fact that small organizations have been slow to implement TQM emphasizes the need for further investigation concerning why the small organizations have problems with implementing the TQM philosophy. This paper presents the results of a multiple case study of nine small organizations that have received a national or regional quality award in Sweden. The fact that the organizations have received a quality award is used as a standard for a successful implementation of TQM. The objective was to increase the knowledge concerning small organizations' work towards TQM. The main focus of the study was to analyse the difficulties related to the implementation of the core values, which usually comprise the basis of TQM. The resulting data account for the comprehension and experience from the implementation processes within the organizations. One implication from this study is the importance of a committed leadership and the participation of the co-workers. A significant problem area that appeared from the cases was difficulties for the organizations in working towards process orientation.
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| 10. |
- Hellsten, Ulrika
(författare)
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The springboard : a strategy for continuous improvement of small and medium-sized companies
- 1997
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Ingår i: Total quality management (Print). - : Informa UK Limited. - 0954-4127 .- 1360-0613. ; 8:2-3, s. 189-192
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Tidskriftsartikel (refereegranskat)abstract
- Presents edited versions of the proceedings of the Second World Congress for Total Quality Management in Great Britain in 1997. Assessment model for small and medium-sized business enterprises; Dimensions of the model
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| 11. |
- Isaksson, Raine
(författare)
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A proposed preliminary maturity grid for assessing sustainability reporting based on quality management principles
- 2019
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Ingår i: The TQM Journal. - : Emerald Group Publishing Limited. - 1754-2731 .- 1754-274X. ; 31:3, s. 451-466
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Tidskriftsartikel (refereegranskat)abstract
- PurposeSustainability reports (SRs) could be viewed as organisational measurements of sustainability performance. The purpose of this paper is to discuss how well SRs are measuring and communicating sustainability and how reporting could be assessed and improved by presenting a maturity grid based on quality management principles.Design/methodology/approachQuality management students have assessed publicly available SRs. A total of 55 student assessments have been analysed by the author and used to indicate how understandable reports are. Quality management principles and input from the student assessments have been used to propose a maturity grid for sustainability reporting quality.FindingsThe indication is that SRs are not easy to interpret. The word sustainability aspect used should be replaced with impact on vital stakeholder needs. Guidelines for analysing reports could be improved by using process focus to clearly describe scope of reporting as the entire value chain.Research limitations/implicationsResults are limited to assessing how sustainability is measured. How sustainable the organisations are is not assessed. The research is ongoing, and the proposed matrix is preliminary needing validation and further modification.Practical implicationsThe proposed maturity grid for sustainability reporting forms a good basis for further development of SRs and the critical review of them.Social implicationsResults indicate a need to report sustainability in the entire value chain and to focus more on vital stakeholder needs such as poverty and climate change.Originality/valueThe paper discusses a field of synergies between quality and sustainability management, which is important but still sparingly researched.
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| 12. |
- Isaksson, Raine, et al.
(författare)
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On the use of process management in the Third World
- 2002
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Ingår i: Total quality management (Print). - : Informa UK Limited. - 0954-4127 .- 1360-0613. ; 13:4, s. 419-426
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Tidskriftsartikel (refereegranskat)abstract
- This paper discusses the use of Total Quality Management (TQM) in the Third World with a focus on Process Management. Existing examples from developing countries are mostly from emerging economies and very little is found from Sub-Saharan Africa (SSA). Looking into the strength of TQM-drivers as a function of national indicators highlights possible reasons for the lack of TQM. Generally, the drivers are found to be very weak, especially in SSA, and give a low probability for management commitment. In order to test whether process management in a TQM-framework would be feasible, provided there was management commitment, a process view has been overlaid on the functional organisation of a cement plant in SSA. The performance of a more processfocused management is described in a number of case studies. The conclusion is that, technically, First-World process management could function and give good results, but that in practice this will seldom take place due to a lack of management commitment.
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| 13. |
- Karlsson, Sören, et al.
(författare)
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Critical aspects of quality method implementation
- 1997
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Ingår i: Total quality management (Print). - : Informa UK Limited. - 0954-4127 .- 1360-0613. ; 8:1, s. 55-66
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Tidskriftsartikel (refereegranskat)abstract
- This paper presents an explorative case study investigating the implementation processes of 'quality awards' and 'design of experiments' in several different companies in three continents. Data are analyzed from two different organizational perspectives related to learning. It is stated that lack of quality learning causes insufficient implementation of quality methods. Furthermore, the case study indicates that for quality learning there is a need for both standardized prescriptions, i.e. formulae, and different kinds of uncertainty. A formula supports the action needed when testing concepts and implications in new situations, and gives the learner the security to get involved in new experiences, while uncertainty is necessary for the learner's reflection on experience gathered and the creation of new concepts, i.e. mental models.
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| 14. |
- Kaulio, Matti A., Docent, 1965-
(författare)
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Customer, Consumer and User Involvement : A Framework and a Review of Selected Approaches
- 1998
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Ingår i: Total quality management (Print). - : Carfax Publishing. - 0954-4127 .- 1360-0613. ; 9:1, s. 141-149
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Tidskriftsartikel (refereegranskat)abstract
- Customer focus is a key component in a total quality management approach. This paper presents a review of seven different methods for customer involvement in product development, of which quality function deployment is one. Results from the review indicate that different methods support the involvement of customers at different phases of the design process, particularly in three phases: the specification phase, concept development and the prototyping. Moreover, different methods support the involvement of customers in different ways. Three types of involvement are identified: design for customers, design with customers and design by customers. The overall conclusion is that there exists a potential for improvements for practitioners who would like to further customer focus in the design process
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| 15. |
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| 16. |
- Kennerfalk, Leif, et al.
(författare)
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A change process for adapting organizations to a total quality management strategy
- 1995
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Ingår i: Total quality management (Print). - : Informa UK Limited. - 0954-4127 .- 1360-0613. ; 6:2, s. 187-197
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Tidskriftsartikel (refereegranskat)abstract
- The structure of the organization is often a major obstacle for organizations that want to adopt a total quality management (TQM) strategy. A process-oriented organization is more suitable for a TQM strategy than a function-oriented organization. Modern methods for improvements, such as QFD, process management, policy deployment and benchmarking, can help organizations to adapt to a process orientation.
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| 17. |
- Ljungström, Martin, et al.
(författare)
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Implementation obstacles for a workdevelopment-oriented TQM strategy
- 2002
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Ingår i: Total quality management (Print). - : Informa UK Limited. - 0954-4127 .- 1360-0613. ; 13:5, s. 621-634
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Tidskriftsartikel (refereegranskat)abstract
- Interest in Total Quality Management has been strong over the past decade. In the western world, quality oriented strategies have become one of the leading methods to develop industrial companies. This article focuses on the connections between TQM and work development. The main reason for this focus is that the need to satisfy customers with higher requirements needs employees that increasingly value their working conditions, and so work development is needed. It is therefore interesting to study companies trying to satisfy their internal and external customers, TQM and how they deal with work development. Studies to analyse obstacles to success, with a strategy that combines work-development and TQM studies, were performed in Swedish and American companies. The studies show that even if the companies commit themselves to TQM and the same core values, the differences are obvious concerning work organisation, work development and the practical TQM approach. The main obstacles to a work-development-oriented TQM strategy are limited resources, lack of knowledge and the management's perspective concerning work development. Here, the metalworker union traditionally plays a significant role, but in TQM, where focus on competence and decisive authority is urgent, its role is not as obvious as it could be.
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| 18. |
- Rapp, Cecilia, et al.
(författare)
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Sustainable development of improvement activities - The long-term operation of a suggestion scheme in a Swedish company
- 2002
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Ingår i: Total quality management (Print). - : Informa UK Limited. - 0954-4127 .- 1360-0613. ; 13:7, s. 945-969
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Tidskriftsartikel (refereegranskat)abstract
- Although the use of continuous improvement (CI) is widespread today, many organizations are faced with problems associated with both the implementation and long-term sustainability of their CI programmes. The purpose of this article is to identify factors important for the sustainable development of suggestion schemes. A case study has been performed in a company that was chosen because the suggestion scheme has been in existence for nine years with a activity level. The main method used is semi-structured interviews and the study of the long-term development has been complemented with previous research performed at the case study company. There seem to have been three periods in the development of the suggestion scheme. First, a period when the system was introduced by a champion (Initiation). Secondly, a period of decline in interest (Decline). Finally, a period of new interest when the suggestion scheme attracted new attention from employees (New Interest). A number of factors seem to influence the sustainability of the suggestion scheme. (1) A champion initiated the suggestion scheme in 1993. (2) The system has been simple and easy to adjust to suit the interests of the stakeholders within the organization. Furthermore it was not too time consuming for anyone involved. (3) Commitment both from managers and shop-floor workers has been an important aspect of the sustainability of the system. (4) Also important was quick feedback to employees submitting suggestions.
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| 19. |
- Stenberg, Ann Brännström, et al.
(författare)
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Implementation of statistical process control and process capability studies : requirements or free will?
- 1999
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Ingår i: Total quality management (Print). - : Informa UK Limited. - 0954-4127 .- 1360-0613. ; 10:4-5, s. 439-446
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Tidskriftsartikel (refereegranskat)abstract
- Focuses on whether requirements from customers or other reasons cause organizations within industries in Sweden to implement statistical process control and/or process capability studies. Requirements on Swedish organizations; Requirement for the use of statistical process control in the automobile industry in Sweden; Factors affecting statistical process control.
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| 20. |
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| 21. |
- Westlund, Anders H.
(författare)
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Measuring environmental impact on society in the EFQM system
- 2001
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Ingår i: Total quality management. - : Taylor & Francis Group. - 1360-0613 .- 0954-4127. ; 12:1, s. 125-135
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Tidskriftsartikel (refereegranskat)abstract
- The EFQM Business Excellence Model is used by many larger European Corporates to measure and manage their quality development processes. One target (or results) dimension in that model deals with society results. The perhaps most important quality aspect within that dimension concerns environmental issues. In the present paper a Society Result Environmental Index is introduced. Its main purpose is to provide support for cost efficiently managing investments for environmental improvement to secure better financial results. The measurement procedure that is suggested provides information about the market perception of the environmental status and, even more important, it gives information about how to prioritize profitable environmental improvement. The methodology suggested meets the highest statistical requirements for 'best practice' measurement.
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| 22. |
- Westlund, Anders, et al.
(författare)
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The interactions between quality, productivity and economic performance: The case of Swedish pharmacies
- 2001
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Ingår i: Total quality management. - : Taylor & Francis Group. - 1360-0613 .- 0954-4127. ; 12:3, s. 385-396
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Tidskriftsartikel (refereegranskat)abstract
- The interaction between employee and customer satisfaction, respectively, as well as interactions between these criteria and productivity and cost efficiency in service production, are considered in this paper. Data from Swedish pharmacies on quality measured as a customer satisfaction index (CSI) and an employee satisfaction index (ESI) are used. The quality measures are derived from questionnaires and obtained using a partial least squares estimation procedure. Productivity is defined as a partial labor productivity measure. The interaction effects between quality, productivity and economic performance in terms of cost efficiency are derived and estimated using a restricted second-order approximation of a general functional structure. The analysis is based on data from 1993 to 1995 and indicates significant positive relations from ESI to CSI and significant positive relations from ESI to productivity. As for the interaction with cost efficiency, the estimated combined effect from CSI and productivity indicates improvements in cost efficiency in most cases. For 'highly productive' pharmacies, with productivity above an estimated threshold value, the partial effect from increased CSI is also an improved cost efficiency.
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| 23. |
- Wiklund, Håkan, et al.
(författare)
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Widening the Six Sigma concept : An approach to improve organisational learning
- 2002
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Ingår i: Total Quality Management. - : Informa UK Limited. - 0954-4127 .- 1360-0613. ; 13:2, s. 233-239
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Tidskriftsartikel (refereegranskat)abstract
- Six Sigma has been established as an approach to improving organizational performance, and many manufacturing companies have reported on their successive work with Six Sigma programmes. Often, the focus of Six Sigma is put on only reducing defects and improving process capability. This paper discusses Six Sigma as a company-wide approach for organizational improvement incorporating organizational learning. Six Sigma programmes have been studied and the fundamental principles of organizational learning have been applied in order to improve the longterm implementation of the programmes. The paper also discusses factors associated with manufacturing work organization and leadership that are essential for improving organizational learning and for stimulating the competence development and motivation among personnel.
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| 24. |
- Alänge, Sverker, 1951
(författare)
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What role do QC-circles play in Sweden?
- 1992
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Ingår i: Total Quality Management. - 0954-4127. ; 3:2, s. 157-163
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Tidskriftsartikel (refereegranskat)abstract
- An analysis is made on why the quality control (QC) circle activities in Sweden took a considerable step backwards since 1985, after a steady increase in the number of circles during the first 10 years. There are many contributing factors to the reversal, among which are lack of top management support, a short term focus and narrow perspective on the role of the circle, and implementation flaws. The perceived decline does however not reveal the whole truth. QC circles exist under other names, and different modified forms of problem-solving groups are frequent. In some firms also QC circles come and go and reoccur when the firm enters into a situation where the total labour force has to be mobilized. The results from Sweden strongly indicate the crucial role of top management involvement for a successful implementation and continuation of a QC circle program.
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