| 1. |
- Dahlgaard-Park, Su Mi, et al.
(författare)
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Organizational Learnability and Innovability: a system for assessing, diagnosing and improving innovations
- 2010
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Ingår i: International Journal of Quality and Service Sciences. - : Emerald. - 1756-669X. ; 2:2, s. 153-174
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Tidskriftsartikel (refereegranskat)abstract
- The purpose of this paper is to present and discuss the development of a system for assessing and improving technology development and innovations. The system components comprise: a framework or model for assessing, measuring, diagnosing and improving innovation enablers and results; a simple methodology for data collection, data analysis and prioritizing improvement areas; and an index for measuring the performance level of innovation, learning and lean (ILL) and the potentials to increase that level. To improve innovation, which is the most complex challenge for today's organizations, there is a need for such a system.Design/methodology/approachThe first two system components have been developed and tested during a period of ten to 15 years in several industrial companies as well as service organizations. The last component has recently been developed to satisfy a need of all types of organizations.FindingsWith the last development, the ILL index, the three components comprise a system for assessing and improving innovations. As with any other system, the system components are interrelated.Originality/valueThis paper presents a system for assessing and improving innovations. As with any other system the system‐components are interrelated. To improve innovation, which is the most complex challenge for today's organizations, there is a need for such a system. It is hoped that the suggested system will be used within all types of organizations and all types of innovations – products, processes and services.
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| 2. |
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| 3. |
- Dahlgaard, Jens Jörn, et al.
(författare)
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Business excellence models: limitations, reflections and further development
- 2013
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Ingår i: Total Quality Management & Business Excellence. - : Informa UK Limited. - 1478-3363 .- 1478-3371. ; 24:5-6, s. 519-538
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Tidskriftsartikel (refereegranskat)abstract
- The use of business excellence models (BEM) has become popular in the last two decades, and several companies have learned how to use them and gained from such models. More companies, we assume, have experienced problems when using such models because of various weaknesses such as too-sophisticated assessment criteria, excessive paperwork, cumbersome procedures and a lack of focus, which have limited its use in practice. To respond to some of those problems, a new overall business excellence framework (BEF) has been developed which recommends adaption instead of adoption of existing BEM. The suggested overall BEF helps to integrate BEM with management tools/techniques and the organisational culture/characteristics for guiding an organisation towards business excellence. A document-based empirical case of a world-class company, Boeing Aerospace Support, was investigated to illustrate how the overall BEF may work in practice as a complement to an existing BEM when companies adapt such models to their specific contexts.
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| 4. |
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| 5. |
- Dahlgaard-Park, Su Mi, et al.
(författare)
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Diagnosing and prognosticating the quality movement - a review on the 25 years quality literature (1987-2011)
- 2013
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Ingår i: Total Quality Management and Business Excellence. - : Taylor and Francis (Routledge): SSH Titles. - 1478-3363 .- 1478-3371. ; 24:1-2, s. 1-18
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Tidskriftsartikel (refereegranskat)abstract
- The purpose of this article is to create a snapshot of 25 years quality movement. The creation process of the snapshot, as well as the result of the study, aims to help in diagnosing the current status of quality management (QM) and further contribute in understanding and shaping its future direction. For this purpose, all published articles during the last 25 years period (1987-2011) under the subject of Total Quality Management (TQM), Business Excellence (BE), quality tools, techniques as well as core values/principles have been collected through the ABI/INFORM complete periodical database. The collected data were analysed and reflected in order to show the current status, evolution trends of the past, and the predicted future directions. The results show that the total number of articles under the subject of TQM has been decreasing after having reached its peak in 1995. However, papers focusing on techniques and tools within the QM framework in terms of Lean, Just-in-Time/Toyota Production System, Benchmarking, and Six-Sigma Quality have been increasing. In addition, papers focusing on core values/key principles needed to build a quality culture in terms of leadership, people-based management, continuous improvements, management based on facts, and focus on the customer have been slightly increasing during the last decade. The findings indicate that QM is now at a more mature stage where focuses have shifted from being initially on TQM to tools, techniques, and core values which are needed for building a quality and BE culture. Based on its evolution, it is concluded that TQM can be understood as a management innovation, if not a management revolution.
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| 6. |
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| 7. |
- Jörn Dahlgaard, Jens, et al.
(författare)
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Quality and lean health care: a system for assessing and improving the health of healthcare organisations
- 2011
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Ingår i: Total Quality Management & Business Excellence. - : Informa UK Limited. - 1478-3363 .- 1478-3371. ; 22:6, s. 673-689
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Tidskriftsartikel (refereegranskat)abstract
- The purpose of this article is to present and discuss the development of a system for assessing and improving healthcare organisations. The system components comprise (1) a framework or model for assessing, measuring, diagnosing and improving healthcare organisations, (2) a simple methodology for data collection, data analysis and prioritising improvement areas and (3) an index named ILL (innovativeness, learning and lean) for measuring the level of excellence (the 'health level of the organization') and the potentials to increase that level. The system has been based on a simplified excellence model called the '4P Excellence Model' which contains both intangible systemic factors (Leadership, People Management and Partnerships) and more logical tangible factors (Processes and Product/Service Results). The suggested system can be used for assessing the existing organisational culture in relation to ILL and for identifying necessary improvement areas. The suggested system has originally been developed for healthcare organisations, but also been used within other types of organisations such as manufacturing and service companies. This article will only show and discuss the use of the suggested system within healthcare organisations.
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| 8. |
- Maletic, Matjaz, et al.
(författare)
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Sustainability exploration and sustainability exploitation: from a literature review towards a conceptual framework
- 2014
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Ingår i: Journal of Cleaner Production. - : Elsevier BV. - 0959-6526 .- 1879-1786. ; 79, s. 182-194
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Forskningsöversikt (refereegranskat)abstract
- Theoretical and empirical research often points to a positive relation between corporate sustainability and organisational performance; however, attempts to conceptualise the multi-dimensional nature of sustainability practices are rare in the current literature. Thus, the purpose of this paper is to present a conceptual framework to aid in understanding and explaining the relationship between sustainability practices and organisational performance. The concepts of exploitation and exploration are adopted to distinguish between different types of sustainability practices. The research model is then analysed in terms of different outcomes related to sustainability performance, quality performance and business performance. Based on an interdisciplinary perspective, this paper suggests a new approach for the discussion of corporate sustainability and its implications for the organisational context. The results of the research suggest that the organisation may place a stronger focus on developing new sustainability-centred competencies when it is faced with an uncertain and rapidly changing environment. In contrast, efficiency and responsiveness to various stakeholders' expectations and demands might dominate in highly competitive environments. The primary conclusion of this paper is that the alternative relationships between sustainability practices (exploitation and exploration) and organisational performance depend on different factors, including environmental uncertainty, competitiveness, long-term orientation and institutional approaches. These arguments indicate that managers in resource-constrained contexts may benefit from focusing on the management of trade-offs between sustainability exploration and sustainability exploitation demands; however, for long-term success, the simultaneous pursuit of exploration and exploitation is both desirable and necessary. (C) 2014 Elsevier Ltd. All rights reserved.
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| 14. |
- Chang, Hou-Tai, et al.
(författare)
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Using service simulation to analyse the satisfaction with the processes of intensive care unit in the hospital: the perspective of the patient and the family
- 2013
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Ingår i: Total Quality Management & Business Excellence. - : Informa UK Limited. - 1478-3363 .- 1478-3371. ; 24:7-8, s. 869-885
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Tidskriftsartikel (refereegranskat)abstract
- In the hospital, intensive care unit (ICU) is an isolated space where patients with acute symptoms are treated. When the patients are in ICU, their families are usually in psychological crisis and under great pressure. The value of ICU is thus to provide a complete ICU service by which not only the patients receive good treatment, but the feelings of family members are also considered and managed. In the study, we explored ICU value through finding the factors for the satisfaction of patients and their families. We first studied current ICU operations, identified its corresponding processes and built their process profiles. Then we used de facto ICU satisfaction survey questions and linked them to these process profiles. This linkage offered insights on how ICU processes influenced the satisfaction of the patient and the family. In order to improve the satisfaction with the ICU, we created a simulation model which was statistically tested as valid; then different scenarios of medical staff assignments were studied for their respective satisfaction results. The management decision of allocating adequate medical staff under various considerations can be achieved more precisely and objectively with the aid of this simulation model. The research is a pioneering study in satisfaction simulation for critical medical care. The research explores the satisfaction of critical care from the perspective of the patient and the family. It also expands the possibilities of applying discrete-event simulation in the study of ICU and other similar health-care processes.
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| 15. |
- Chen, Zhiran, et al.
(författare)
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Service quality management and ecosystem theory
- 2014
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Ingår i: Total Quality Management & Business Excellence. - : Informa UK Limited. - 1478-3363 .- 1478-3371. ; 25:9-10, s. 1190-1205
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Tidskriftsartikel (refereegranskat)abstract
- This paper proposes an alternative perspective on service quality management (SQM) based on the ecosystem of complex and dynamic service environments. First, the ways in which systems thinking and core principles of Quality Management evolved are analysed in order to understand the past, present and the future. Then, by analysing the theories, models and applications of SQM systems and business ecosystems, the paper proposes a framework model for a service ecosystem. The proposed service ecosystem is based on value co-creation that can be utilised to manage service quality and to increase innovability. Through two case studies, the differences between the traditional approach to SQM and the application of ecosystem theory to SQM are compared and reflected. The case studies indicate that ecosystem theory can be used to manage service quality and to achieve success in value co-creation through new innovative practices.
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| 16. |
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| 17. |
- Dahlgaard-Park, Su Mi
(författare)
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A Cocktail of Change
- 2010
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Ingår i: Communication Director. ; :February issue
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Tidskriftsartikel (refereegranskat)
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| 18. |
- Dahlgaard-Park, Su Mi
(författare)
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Core Values- the entrance to Human satisfaction and Commitment
- 2012
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Ingår i: Total Quality Management & Business Excellence. - : Informa UK Limited. - 1478-3363 .- 1478-3371. ; 23:2, s. 125-140
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Tidskriftsartikel (refereegranskat)abstract
- The aim of this article is to explore and discuss the role of trust and closely interrelated ethical core values such as respect, fairness, and honesty in a managerial and organisational context and to link these factors further to employee motivation, commitment and loyalty. From an identified shortage and limitation of existing frameworks of human needs and motivation, the author suggests an alternative conceptual framework where trust and other core values are incorporated along with physiological and psychological needs. Empirical research and several findings regarding relationships with the new conceptual framework are presented, discussed and reflected upon.
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| 19. |
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| 20. |
- Dahlgaard-Park, Su Mi
(författare)
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Enhancing Quality and Employee Well-being
- 2014
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Ingår i: Total Quality Management & Business Excellence. - : Informa UK Limited. - 1478-3363 .- 1478-3371. ; 25:11-12, s. 1207-1209
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Tidskriftsartikel (refereegranskat)
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| 21. |
- Dahlgaard-Park, Su Mi
(författare)
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Ethics and Excellence
- 2010
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Ingår i: Proceedings of International Forum of Excellence.
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Konferensbidrag (refereegranskat)
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| 22. |
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| 23. |
- Dahlgaard-Park, Su Mi
(författare)
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The quality movement: where are you going?
- 2011
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Ingår i: Total Quality Management & Business Excellence. - : Informa UK Limited. - 1478-3363 .- 1478-3371. ; 22:5, s. 493-516
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Tidskriftsartikel (refereegranskat)abstract
- The aim of this article is to reflect on the evolution of total quality management (TQM) as the most widespread quality management approach during the last 25 years. However, during the first 10 years of the new millennium, the term TQM seems to have lost its attractiveness in Western parts of the world and instead new terms such as Business Excellence, Organisational Excellence, Six Sigma, and Lean seem to have overtaken the position even though the contents of these new terms can be understood within the framework of TQM. Through a literature survey the author reflects on the current status of the quality movement. Furthermore, the role of Japan is analysed under the term of 'Japanese morphogenesis' with an attached meaning of learning, renewing and improving ability. When the Japanese morphogenesis has been identified, the identified pattern is adopted as a framework for identifying and analysing the Western morphogenesis. By searching the underlying cognitive structures, and with an application of the identified morphogenesis in the history of quality management, it is possible to understand how Japan achieved the position of a world leader in quality, and also to understand 'the lost decades' from the beginning of the 1990s until today when the interest for TQM diminished. As a continuation of the previous research [Dahlgaard-Park, S. M. (1999). The evolution patterns of quality management, Total Quality Management, 10(4 and 5), 465-472; Dahlgaard-Park, S. M., Bergman, B., & Hellgren, B. (2001). TQM - managerial fad or a case of social becoming? In J. Lowstedt & B. Hellgren (Eds.), Management in the thoughtful enterprise. Oslo: Fagbook for laget], this article has included a discussion on the recent Toyota crisis with the massive withdrawals in 2010 used as an example of what happens when companies change their strategies from a 'customer first strategy' to a 'quantity first strategy'. This article, together with the selected articles in this special issue, addresses several critical issues and suggestions on possible solutions on how companies can escape stagnation and recover from the crisis. The driving forces and learning patterns identified may inspire many organisations and countries, which are struggling in learning, adopting, and implementing TQM principles, tools, and methods.
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| 24. |
- Elg, Mattias, 1968-, et al.
(författare)
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Solicited Diaries as a Means of Involving Patients in Development of Healthcare Services
- 2011
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Ingår i: International Journal of Quality and Service Sciences. - : Emerald Group Publishing Limited. - 1756-669X .- 1756-6703. ; 3:2, s. 128-145
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Tidskriftsartikel (refereegranskat)abstract
- Purpose – The purpose of this paper is to develop an understanding of how patients experience their health problems and how they can generate innovative ideas about health care services. The research questions that guide the present study are: how can solicited diaries be used for capturing patient ideas? What type of data is generated from solicited diaries used for generating patient ideas? And what are the potential benefits and shortcomings of using patient diaries in generating ideas for improvement of health care services? Design/methodology/approach – The paper is based on an exploratory case study using patient diaries to solicit ideas about how health care services in Sweden can be improved. From the methodological viewpoint, the diaries are used as a tool for patient co-creation of health care services. Findings – When analyzing dairies written by patients four different types of diaries emerged from the study: brief, reporting, descriptive and reflective diaries. Furthermore, 102 ideas for improvements within nine areas were identified from the contents of dairies. Research limitations/implications – Adopting patients' diaries as a way to activate and promote co-creation of values is at an embryo stage, and hence more research is needed. Originality/value – One of the strengths of the paper includes its potential for practical implications, either clinical or methodological, by using patients' dairies. It focuses both on the content generated from the diaries for improving health services, as well as the use of the diaries for practicing the idea of patients as co-creators in health care service.
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| 25. |
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