Initiating Quality Management in a Small Company

The purpose of this paper is to identify critical aspects of Quality Management (QM) adoption in a small company. QM is more widely applied in large companies than in small ones. Previous research has pointed to QM ideas as sound and valid for small companies, but that many such initiatives fail because of poor implementation. With scarcity of resources and expertise, it is critical to study how QM can be initiated in small companies with often sceptical owner-managers. Design/methodology/approach This paper is based on a single case study of a small company; data has been collected through two sets of interviews: one in late 2009 and one in mid-2012, as well as project reports and public financial data. This allows for a study of the adoption process over time. Findings This study points to four critical areas when initiating QM work in a small company: the importance of initiation, the importance of contextualisation, QM adoption as an iterative process, and the need for external support. Originality/value (mandatory) This paper highlights the importance of overcoming small business owners’ reluctance towards QM. Most research on QM initiatives in small companies has focused on the stages that follow an actual decision to begin a QM initiative. This paper shows that it is critical to carefully consider the stages leading to the decision. Further, it contributes with a case study on a small company, otherwise uncommon in QM research

Oral Examination – Turning Formal Assessment Into Individual Learning Experience

Examinations are an often-discussed topic among university lecturers; are exams assessments only or can they be regarded as integrated part of the student’s learning experience? This paper presents practices for oral examinations, including their role in combining formal assessment with individual learning experience

Towards a quality management competence framework: exploring needed competencies in quality management

Few empirical studies have focused on what quality management practitioners actually do, with even fewer studies focusing on what it actually takes to do quality management work, i.e. the competencies of quality management. The purpose of this paper is to introduce a competence-based terminology for describing general competencies of quality management work in organisations and to create a competence framework in order to understand what is needed to be a quality management practitioner. This paper is based on an embedded, qualitative multiple-case study design incorporating four Swedish large size organisations where designated quality management practitioners (n = 33) were selected and interviewed. A quality management competence framework incorporating four main quality management competence dimensions is presented: the human, the methods & process, the conceptual and the contextual competence dimensions. Four generic quality management role responsibilities are also posited: centralised & strategic, centralised & operational, local & strategic and local & operational role responsibilities. The competencies and role responsibilities are discussed in relation to the notion of emergent quality management and the emerging need of more integrative and business excellence-oriented quality management

Value configurations for balancing standardization and customization in chronic care: a qualitative study

Background: Demands for both customization and standardization are increasing in healthcare. At the same time, resources are scarce, and healthcare managers are urged to improve efficiency. A framework of three value configurations – shop, chain, and network – has been proposed for how healthcare operations can be designed and organized for efficient value creation. In this paper, use of value configurations for balancing of standardization and customization is explored in the context of care for chronic mental conditions. Methods: A typical case is presented to illustrate the manifestations of conflicting demands between customization and standardization, and the potential usefulness of the value configurations framework. Qualitative data were collected from managers and care developers in two focus groups and six semi-structured interviews, completed by a national document describing a care pathway. Data were coded and analysed using an insider-outsider approach. Results: Operationalization of the balance between standardization and customization were found to be highly delegated and ad hoc. Also, the conflict between the two demands was often seen as aggravated by scarce resources. Value configurations can be fruitful as a means of discussing and redesigning care operations if applied at a suitable level of abstraction. Applied adequately, all three value configurations were recognized in the care operations for the patient group, with shop as the overarching configuration. Some opportunities for improved efficiency were identified, yet all configurations were seen as vital in the chronic care process. Conclusions: The study challenges the earlier proposed organizational separation of care corresponding to different value configurations. Instead, as dual demand for customization and standardization permeates healthcare, parallel but explicated value configurations may be a path to improved quality and efficiency. Combined and intermediate configurations should also be further investigated

The influence of digitalisation on the role of quality professionals and their practices

Studies suggest that quality management professionals need a range of skills to simultaneously exploit current operational models and explore digital transformation. However, there is limited research on the impact of digitalisation on improvement work, associated practices and the skills and competencies of quality management professionals. To contribute to this gap, this study draws on a framework based on a conceptual combination of the principles of quality management and the field of occupational competence. The study aims to understand how digitalisation influences the role of quality management professionals, by assessing its influence on the professionals’ improvement practices. The study employs a multiple cross-case research design with data from interviews with nine interviewees, and two focus groups. The results show a so far nascent and limited influence of digitalisation on improvement practices, a need for explorative and team-based practices. Moreover, nine needed skills areas to enhance the professionals’ potential to benefit from digitalisation in improvement work are suggested. These are Integrator, Pragmatic approach based on a good understanding of possibilities, Change management, Process management, General project management, Improvement analysis, Predictive and proactive approach in QM, General IT and Big data proficiency

A life cycle approach to robust design methodology

This paper proposes a new practice of robust design methodology (RDM); to adopt a life cycle approach to noise factor identification. Such practice expands the boundary of traditional use of robust design where noise factors are generally known, observable and experimentally controllable. By exploiting information from claim data of a medium-sized Swedish manufacturing company, several other noise factors were identified and classified into product life cycle stages; factors that are often uncontrollable,unobservable, or unknown. Exploratory data analysis, interviews, and internal documents are used in this study. The results show that by analysing the claims data, the product’s failure modes can be identified and classified into various product life cycle stages. This enables identification of noise factors in each product life cycle stage. The use of a life cycle approach has two major implications. One is to expand the focus of RDM to encompass all product life cycle stages instead of being limited to a product development process. The other implication is that the practice proposed facilitates consideration of more stakeholders, in addition to one single customer by looking at consequences for society at large once the product is in use. Hence, the proposed RDM practice can be supportive of sustainable product development

Absorptive capacity as enabler for service improvements − the role of customer satisfaction information usage

Customer satisfaction information (CSI) is of great relevance for customer-oriented and service-led organisations, where customer experience is highly associated with the in-use phase of products and services. This paper explores how firms turn customer satisfaction information into knowledge and actions in a manner that enables service improvements. Based on a study of 24 organisations in six different service sectors, this study investigates CSI usage with respect to absorptive capacity. The paper concludes that efficient CSI usage requires multiple sources of customer satisfaction data that need to be used broadly in the organisation by creating accountability of employees across the organisation, rather than CSI being an issue for the communication function. To release this potential, CSI usage requires mechanisms that reside within the organisation, including ensuring actionability of initiatives, assignment of responsibility for actions and follow up, and providing incentives to mobilise change support. Further, the paper shows that in order to fully understand CSI, research must move beyond focusing on processes and activities to study the underlying capacities needed to release the potential of CSI to serve as a basis for service improvements

Adopting new ways of working in small and medium-sized enterprises: findings from interventions in 12 European companies

This paper elaborates on the factors to be considered in order for interventions (activities aimed at introducing new ways of working through a series of focused activities in an organisation) to lead to long-term effects inside small and medium-sized enterprises (SMEs). Its purpose of it is to describe how interventions can be carried out in order for SMEs to adopt new ways of working by understanding the context, process and content of an intervention. The results of this study suggest that in designing interventions for the SMEs, the context aspects of an intervention must be carefully considered. Not only is the process or context of an intervention important, but so is the content. As a consequence, we suggest content that accomplishes the following: (1) supports the formulation of strategies; (2) encourages dialogue and (3) uses company data. The paper is based on a multiple case study of 12 SMEs from 6 European countries undergoing similar interventions within the FutureSME project. These long-term relationships within a large-scale project have provided access and a rare opportunity to conduct research on this often overlooked business sector. The empirical data have been collected through company presentations, structured reports and narratives. The material has been subject to a cross-case analysis

Customer Information Usage: Improving Supply Chain Performance and Advancing Logistics Services in Construction Projects

This study investigates how continuous improvement of logistics services in a project- based context such as construction can be enhanced by a “priority matrix for service improvements”. Construction services in general, and logistic services in specific, have great impact on efficiency and sustainability (environmental as well as social). Solutions and experience from e.g. manufacturing and retailing that have undergone major transformation through industrialization and, more recently, servitization, to improve the quality and novelty of their offerings, there is a great potential in addressing the complex coordination, inefficient processes, and waste of materials in the project-based context of the construction industry. Whilst improvement initiatives concerning product quality are important inspiration of such transformation, they are based on continuous production processes and become a challenge when this experience is transferred to the project-based, construction industry. As response, this study draws upon the concept of service quality as the basis for improvement initiatives – a concept based on relations between actors that last beyond individual projects