Using interventions to change the quality profile of an organisation

Johansson, Elisabeth; Witell, Lars; Rönnbäck, Åsa

doi:10.1108/17566691311316239

Cited by 6 publications

(15 citation statements)

References 43 publications

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“…That is, each dimension can be supported by interventions through the use of practices and techniques (activities) (Hackman and Wageman 1995). This is in line with Johansson, Witell, and Rönnbäck (2013), who argued that four of the five quality principles -management commitment, process orientation, employee orientation and continuous improvement related to the provider's sphere -were emphasised first. Thereafter, focus shifted toward the principle customer orientation.…”

Section: Managing Solution Quality With Interventionsmentioning

confidence: 54%

“…Furthermore, Johansson, Witell, and Rönnbäck (2013) showed that the provider can change orientation when using interventions that aim to change a specific quality principle. That is, employee-oriented providers can change their orientation towards processes.…”

Section: Managing Solution Quality With Interventionsmentioning

confidence: 99%

“…However, this can only be accomplished after carefully chosen interventions that target a specific principle are conducted (Assarlind et al 2013). For example, interventions aiming at a change of a principle comprising external activities will improve the performance of that principle (Johansson, Witell, and Rönnbäck 2013). This implies the need to contemplate long-term planning for enabling a change of the provider's orientation.…”

Section: Managing Solution Quality With Interventionsmentioning

confidence: 99%

“…However, since these studies did not make any active effort to actually change the emphasised principle over time, the emphasised principle did not change. Johansson, Witell, and Rönnbäck (2013), on the other hand, actively supported the provider, over the course of several years, to realise the change of emphasised principle. This long-term work resulted in a changed orientation within the provider' sphere.…”

Section: Managing Solution Quality With Interventionsmentioning

confidence: 99%

“…The prerequisites and quality dimensions are influenced by interventions, both directly and indirectly through the principles. That is, the activities comprised by the interventions, when carefully chosen, provide a change of working procedures within the provider's sphere (Johansson, Witell, and Rönnbäck 2013). Thus, the intervention can provide a change in emphasised principles, dimensions and/or prerequisites.…”

Section: Figure 12mentioning

confidence: 99%

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Understanding Solution Quality

Johansson¹

2016

Linköping Studies in Science and Technology. Dissertations

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The integration of services and products into solutions can open up new business opportunities for firms. This thesis concerns how firms can provide solutions that are perceived as high quality. Solutions are often provided over several years, which implies a changed customer relationship compared to product provisions. Since the solution aims to support the customer's activities, firms face new challenges when introducing solutions. One challenge is to integrate all components and activities of the solution, and simultaneously support the customer's activities. In addition, the firm must ensure that the solution and all of its parts are of high quality.Most of the existing research on quality is related to the management of a firm's internal activities and the interaction during exchange. Within the research on quality, customer orientation means that a firm should manage the relevant product or service to meet customer requirements. When this is achieved, the product or service is of high quality. Since solutions are seen as services and products that are integrated as an outcome, as well as a customer relational process that aims to support the customer's activities, firms have little to learn from previous research about the quality of solutions.The aim of this thesis is to increase knowledge about how to manage solution quality. The thesis combines insights from research on quality with research on solutions and servitization. Three research questions are answered. The first question concerns the content of solution quality; the second deals with how firms can, with support from interventions, meet the new challenges that arise from solution provision; and the third question concerns how customers can be involved to achieve solution quality. The research questions are answered through five papers based on literature studies and empirical data. The papers contribute to an increased knowledge of solution quality and how firms can work to achieve it.The results of the thesis suggest that solution quality is built on seven quality dimensions: reliability, communicability, internal consistency, empathy, approachability, tangibility, and adaptability. In addition, knowledge of processes and customer relationships are two prerequisites for the concept. These dimensions and prerequisites are supported by interventions that can provide a change. However, it has become evident that whatever intervention is used must be related to the dimensions that are supposed to be improved. Furthermore, customer involvement is argued to be an intervention to support the prerequisites for solution quality, especially iv during the solution development. The results of this thesis extend the research on quality by increasing the knowledge of the solution quality concept and by changing the view of customers and their involvement during solution development.v SAMMANFATTNING Den här avhandlingen berör hur företag kan möjliggöra så att produkter och tjänster, integrerade i så kallade helhetslösningar, kan levereras med hög kval...

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Section: Managing Solution Quality With Interventionsmentioning

confidence: 54%

Section: Managing Solution Quality With Interventionsmentioning

confidence: 99%

Section: Managing Solution Quality With Interventionsmentioning

confidence: 99%

Section: Managing Solution Quality With Interventionsmentioning

confidence: 99%

Section: Figure 12mentioning

confidence: 99%

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Understanding Solution Quality

Johansson¹

2016

Linköping Studies in Science and Technology. Dissertations

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Quality management capabilities of manufacturing industries in the Western Sydney region

Lobo¹,

Samaranayake

Laosirihongthong

2018

IJQRM

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Purpose The purpose of this paper is to, using a quality management assessment framework (QMAF), provide a comparative analysis of quality management capabilities of organisations categorised by size and groups, based on the Australian and New Zealand Standard Industrial Classification (ANZSIC) code. Design/methodology/approach A questionnaire-based survey was used for data collection. Statistical data analysis, including descriptive statistics, multivariate and univariate analysis of variance and Hsu’s multiple comparisons with/to the best post-hoc test results, was carried out to identify significant differences and similarities in total quality management capabilities between organisations based on the QMAF model. Findings Significant differences in quality management capabilities were identified between large organisations and SMEs while no significant differences were found to exist between medium- and small-size organisations. Most of the QMAF-based capabilities do not seem to show significant differences between the four groups of ANZSIC code of firms, except for partnering focus and business outcomes. Research limitations/implications The research was limited by the number of returned responses of survey questionnaire from manufacturing organisations in the Greater Western Sydney region. This research provides practitioners with practical guidelines for improving quality management capabilities and can become the basis for comparative analysis in other regions of Australia, and globally. In addition, the research findings can be used by government and quality associations to develop appropriate strategies and policies for supporting the development of quality enhancing programmes in SMEs. Originality/value The comparative analysis of quality management capabilities by organisational size and industry type advances the previous work on optimum pathways of achieving business outcomes using the QMAF model. In addition, the research has mapped out differences in quality management capabilities, based on a combined scope of size and industry type, especially in the Greater Western Sydney region where a large number of SMEs are located.

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Effects of total quality management in local authorities

Psomas

Vouzas

Bouranta

et al. 2017

IJQSS

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Purpose The purpose of this study is to determine the main total quality management (TQM) factors adopted and the respective results achieved by local authorities – municipalities. Determining the degree to which TQM influences the respective results is also an aim of the present study. Design/methodology/approach A research study was designed to be carried out in Greek local authorities – municipalities, 125 of which were approached through interviews with chief executive officers (CEOs) based on a structured questionnaire. The TQM practices and results identified in the literature were used as measured variables of the questionnaire. Descriptive statistics and linear regression analyses were applied for the purpose of the study. Findings The TQM philosophy is not highly adopted by the Greek local authorities participating in the present study. Moreover, the Greek local authorities do not seem to derive significant TQM benefits. Finally, adopting TQM strongly and positively influences, first, operational and quality performance of the local authorities; second, citizen satisfaction and society results; and third, employee satisfaction. Research limitations/implications Subjective data were collected from the CEOs of a small sample of local authorities operating in a European Union country, under circumstances of financial crisis. Based on these limitations, future research studies are recommended. Practical implications Areas for improvement are identified for a local authority to develop a robust TQM model, approach business excellence and derive significant benefits. Originality/value This is the first research study in the field of TQM to be conducted at city-level administration in Greece.

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Using interventions to change the quality profile of an organisation

Cited by 6 publications

References 43 publications

Understanding Solution Quality

Understanding Solution Quality

Quality management capabilities of manufacturing industries in the Western Sydney region

Effects of total quality management in local authorities

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