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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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| 6. |
- Skålén, Per
(författare)
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Kvalitetsidén möter praktiken : institutionalisering, meningsskapande och organisationskultur
- 2002
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Doktorsavhandling (övrigt vetenskapligt/konstnärligt)abstract
- In the new millennium the ideas of New Public Management (NPM) have become more and more popular within the public sector and its health care. NPM is a management philosophy that, among other things, aims at making public organizations more business like. The study explores the encounter between the organizational practice and an NPM idea, the idea of quality, at Landstinget in Värmland (LiV). More precisely the study aims at contributing to the discourse on effects of institutionalization as well as to knowledge on the process of local institutionalization. Another purpose of the study is to contribute to quality development in organizations.In order to do this, a project of quality (LiV 2002) at LiV is followed in time and space. In the empirical section three actor groups are identified, the new management, the old officials and the health care personnel. Between the old officials and the new management, and between the health care personnel and the new management conflicts burst out. The reason for these conflicts is, among other things, the actor groups’ diverging cultural conceptions.In the conclusion the idea of quality is, to a certain extent, found to be institutionalized in the formal structure of LiV. But the greater part of the actors’ action and thought schemes are unaffected. However, the actors at LiV are not fully unaffected by the idea of quality. It is argued that the cultural conceptions of the old officials and the health care personnel are reproduced during the work on quality. In the discussion concerning contributions, a model for studying local institutionalization from the perspective of sensemaking is put forward. It is argued that the model enables students of local institutionalization to focus on the cognitive micro processes of institutionalization. In the discussion on quality development, the focus is on difficulties and obstacles with quality development. These are found to be cultural conceptions, preservative sensemaking, processes of translation and that most public organizations are arena organizations.
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- Edvardsson, Bo, et al.
(författare)
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'The IKEA Saga' : Service Culture and Service Strategy
- 2002
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Ingår i: Service Industries Journal. - : Informa UK Limited. - 0264-2069 .- 1743-9507. ; 22:4, s. 153-186
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Tidskriftsartikel (refereegranskat)abstract
- Not much attention has been devoted to the relationship between service culture and service strategy, including services marketing strategy. The assumption that service culture drives service strategy has not been empirically examined. The aim of this paper is to contribute to a better understanding of the strategic role that service culture and service strategy have for business development in a long-term perspective. The empirical basis for our discussion comes from IKEA, the largest retail furniture firm in the world. Our results clearly show the importance of a strong and dynamic service culture for market and business success
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| 9. |
- Enquist, Bo, et al.
(författare)
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Användarperspektiv på e-tjänster i offentlig verksamhet : En fördjupningsstudie kring användarperspektivet inom området e-tjänster i offentlig verksamhet
- 2003
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Rapport (övrigt vetenskapligt/konstnärligt)abstract
- VINNOVA har i ett antal olika arbetsmöten identifierat e-tjänster i offentlig verksamhet somett tillväxtområde. För att förstå området bättre, samt de kritiska frågor som behöver belysasför att hållbar tillväxt ska kunna skapas, har VINNOVA ansett det nödvändigt att med hjälpav olika forskningsmiljöer få till stånd ett antal fördjupningsstudier. En av dessa studier röranvändarperspektivet. Föreliggande dokument är denna fördjupningsstudies slutdokument.Delar av studien har presenterats muntligt inom ramen för en hearing som VINNOVAanordnat den 4 november 2003.
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