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Quality management evolution in service companies
Linköping University, Department of Management and Engineering, Quality Technology and Management. Linköping University, The Institute of Technology.
Linköping University, Department of Management and Engineering, Quality Technology and Management. Linköping University, The Institute of Technology.
Viktoria Institute.
2012 (English)Conference paper, Oral presentation only (Refereed)
Abstract [en]

Purpose: This study investigates how a quality profile can evolve over time and how different interventions can develop and change an existing quality profile.

Methodology/approach: Data was collected over a five-year period, including a literature review, interviews, a document study and observations to capture the quality profile and associated interventions. The study was carried out in a service organisation in the public transportation industry.

Findings: This study shows that the quality profile can change over time due to the use of specific interventions. If a company wants to emphasise a specific quality principle, it must target the quality principle with one or more interventions. However, even if a quality principle is supported by several interventions, there is no guarantee that the quality principle will show improvement in the quality profile. Also, the quality profile becomes more even over time. This can be explained by the internal consistency of the quality principles.

Research limitations/implications: This paper sheds light on the need to study the adoption of individual quality principles and the design and evolution of a quality profile.

Practical implications: The results can provide insights for organisations aiming to embark on a quality programme, specifically how to design and develop a quality profile.

Originality/value: This research implies that the quality profile is a recurring, general phenomenon in all quality management improvement programmes. In other words, successful implementation of quality management requires a cohesive quality profile. 

Place, publisher, year, edition, pages
2012.
Keyword [en]
Quality management, Quality principles, Quality profile, Service organisations
National Category
Business Administration
Identifiers
URN: urn:nbn:se:liu:diva-84521OAI: oai:DiVA.org:liu-84521DiVA: diva2:560005
Conference
QMOD, Poznan, Poland
Available from: 2012-10-15 Created: 2012-10-11 Last updated: 2012-10-15Bibliographically approved

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Authority records BETA

Johansson, ElisabethWitell, Lars

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CiteExportLink to record
Permanent link

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Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • oxford
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf