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- Edvardsson, Bo, et al.
(författare)
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Quality Maps : a way of working with quality development
- 1997
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Rapport (övrigt vetenskapligt/konstnärligt)abstract
- Quality Maps - a way of working with quality developmentMunicipal residents have the right to demand the best possible service for the taxes that they pay, and who better to judge municipal services than those who use the service? This is the starting point for the work procedure presented in this book. We explain how modern quality thought can be applied to municipal operations with the help of quality maps; simple aids to be used in conjunction with quality development. The subject matter also includes quality issues in connection with management by objectives, follow up and dialogue between elected representatives and municipal residents and employees.The book is based on experience of work with quality development in general service production which is carried out at The Service Research Center, Karlstad, Sweden. The examples are founded on work centred on the development of efficient control systems primarily in the areas of leisure and culture within The Municipality of Norrköping.-Kvalitetskartor - ett sätt att arbeta med kvalitetsutvecklingKommuninnevånarna har rätt att kräva bästa möjliga service för de skatter de betalar och vem är bättre på att bedöma kvaliteten i den kommunala servicen än de som använder den? Detta är utgångspunkten för det arbetssätt som presenteras i denna skrift och som visar hur det moderna kvalitetstänkandet kan ges en väg in i den kommunala verksamheten. Här presenteras kvalitetskartor som ett enkelt hjälpmedel i arbetet med kvalitetsutveckling. Samtidigt sätter skriften in kvalitetsfrågor i ett sammanhang där också målstyrning, resultatuppföljning och dialog mellan förtroendevalda, invånare och personal ingår.Skriften bygger på erfarenheter från det arbete med kvalitetsutveckling inom allmän tjänsteproduktion som bedrivits av Centrum för tjänsteforskning - CTF i Karlstad. Exemplen är hämtade från arbetet med att utveckla fungerande styrformer inom framför allt kultur- och fritidsområdet i Norrköpings kommun.Bo Edvardsson är biträdande professor och chef för Centrum för tjänsteforskning - CTF vid Högskolan i Karlstad. Peter Karlsson är beställare inom området kultur och fritid inom Norrköpings kommun. Anna Lindström arbetar vid Utvecklingssektionen vid Svenska Kommunförbundet
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- Lindström, Anna
(författare)
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Language as social action : Grammar, prosody, and interaction in Swedish conversation : grammatik, prosodi och interaktion i svenska samtal
- 1999
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Doktorsavhandling (övrigt vetenskapligt/konstnärligt)abstract
- This study contributes to a larger research programme that links grammar and prosody on the one hand with talk-in-interaction on the other. An underlying assumption of this study is that language is key to the organization of social action. Language is shaped by the fact that it is used by inter-actants to engage in a range of social activities whilst at the same time it also shapes these activities. Grammar and prosody are important resources for both the production and understanding of social action.The data consists of recordings of naturally occurring mundane Swedish conversation. Using conversation analysis (CA), the author describes and analyzes the interactants' orientations as displayed through their turns-at-talk. Three phenomena are introduced that can be identified by and are constituted through aspects of grammar or prosody. The first of these is the or-inquiry. This is a yes/no-question that ends with the Swedish conjunction eller 'or'. It is argued that this syntactic construction marks the action the turn otherwise engages in as problematic. Second, the sequential environment of deferred action requests, invitations, and proposals is examined. A deferred action is one that cannot be immediately satisfied. The study demonstrates that an affirmative response token is insufficient to agree with or accept a deferred action request, invitation, or proposal. An additional unit of talk is required where the recipient makes a commitment to satisfy the deferred action in the future. Third, the study focusses on a prosodic variant of the Swedish affirmative response token ja. The analysis suggests that ja projects non-alignment when it is produced with a stretch and rising pitch contour in the turn-initial position of a responsive action. This provides a resource for the interactional negotiation of alignment or agreement. The three phenomena that the study introduces may be of relevance for languages other than Swedish.
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