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  • 51.
    Dahlgaard, Jens J.
    et al.
    Linköping University, Department of Management and Engineering, Logistics & Quality Management. Linköping University, Faculty of Science & Engineering.
    Dahlgaard-Park, Su MiLund university, Lund, Sweden.
    Best Papers from QMOD 2014 Conference in Prague2015Collection (editor) (Refereed)
  • 52.
    Dahlgaard, Jens Jörn
    et al.
    Linköping University, Department of Management and Engineering, Logistics & Quality Management. Linköping University, Faculty of Science & Engineering.
    Pugna, Adrian
    Politehn University of Timisoara, Romania.
    Potra, Sabina
    Politehn University of Timisoara, Romania.
    Negrea, Romeo
    Politehn University of Timisoara, Romania.
    Mocan, Marian
    Politehn University of Timisoara, Romania.
    A greenhouse approach for value cultivation2016In: Total quality management and business excellence (Online), ISSN 1478-3363, E-ISSN 1478-3371, Vol. 27, no 7-8, p. 836-852Article in journal (Refereed)
    Abstract [en]

    The present paper explores design requirements to take into consideration when designing and developing new products or services. The purpose of this article is to develop a strategic approach for analysing variations between potential customer needs in order better to understand what qualities should be further cultivated before product launch. This new approach is called A Greenhouse Approach for Value Cultivation. Case study data of a new web-based customisation service for a Romanian shoe manufacturing company has been re-analysed by using questionnaire data on 166 respondents perceptions on 14 attributes importance and value. A nonlinear regression model was developed and used to understand relations between importance and value. Such relations were used together with the Greenhouse Model to better understand the service attributes potential life cycles if selected for further cultivation. The Greenhouse Model envisages new perspectives of the evaluation of customer needs to support strategic decision-making regarding further value cultivation for profound affection (= customer delight). Even if there is a need for further tests the suggested Greenhouse Approach for Value Cultivation is regarded as a new and original contribution to the theory of attractive quality creation which deepens its position in the theory of attractive quality and transforms it into a practical management tool to support new product and service design.

  • 53.
    Dahlgaard, Jens Jörn
    et al.
    Linköping University, Department of Management and Engineering, Logistics & Quality Management. Linköping University, Faculty of Science & Engineering.
    Reyes, Lidia
    Yuan Ze Univ, Taiwan.
    Chen, Chi-Kuang
    Yuan Ze Univ, Taiwan.
    Dahlgaard-Park, Su Mi
    Lund Univ, Sweden.
    Evolution and future of total quality management: management control and organisational learning2019In: Total quality management and business excellence (Online), ISSN 1478-3363, E-ISSN 1478-3371Article in journal (Refereed)
    Abstract [en]

    The competitive position achieved by the Japanese and Western industries during the 1970s to mid-1990s, and 1980s to mid-1990s, respectively, derived from understanding, implementing, and developing Total Quality Management (TQM) as a comprehensive management philosophy. Several research and/or company studies provided evidence of this development and its impact on leading companies efficiency and effectiveness. Despite that, research on TQM seemed on the surface, after a boom from about 1990-1995, to have declined. However, one recent detailed study from 2013 concluded that TQM is now at a more mature stage where focuses have shifted from being initially on TQM to the methods, tools, techniques and core values which are needed to implement TQM and to build a quality and BE (Business Excellence) culture. This study is an extension of the 2013 study, where we extend the previous study on TQM publications to 2017, and further analyse more detailed not only which methods, tools and techniques are used, but also at what organisational level they are used - strategical, tactical or the operational level. We collect data on research about TQM and its methods, tools and techniques, and we analyse further the shift of focus from TQM as a comprehensive management theory/ philosophy to a focus on the TQM methods, tools and techniques to be used at various management levels of a company. We use two of managements basic functions - management control (MC) and organisational learning (OL) - to unveil the challenges faced by TQM and to help converting these challenges into new research opportunities to be jointly addressed by companies and research communities such as the Quality Management and Organisational Development (QMOD) Research Community. In light of the findings in this research, it became clear that MC and OL are two sides of the same coin. MC can never be effectively implemented without OL, and OL needs to be supported by a comprehensive MC system.

    The full text will be freely available from 2021-03-11 12:13
  • 54.
    Dahlgaard-Park, Su Mi
    et al.
    Lund University, Sweden.
    Dahlgaard, Jens Jörn
    Linköping University, Department of Management and Engineering, Logistics & Quality Management. Linköping University, Faculty of Science & Engineering.
    Editorial Material: Untitled in TOTAL QUALITY MANAGEMENT and BUSINESS EXCELLENCE, vol 26, issue 9-10, pp 933-9372015In: Total quality management and business excellence (Online), ISSN 1478-3363, E-ISSN 1478-3371, Vol. 26, no 9-10, p. 933-937Article in journal (Other academic)
    Abstract [en]

    n/a

  • 55.
    Dahlgaard-Park, Su Mi
    et al.
    Lund University, Sweden.
    Dahlgaard, Jens Jörn
    Linköping University, Department of Management and Engineering, Logistics & Quality Management. Linköping University, Faculty of Science & Engineering.
    Francesca Renzi, Maria
    University of Roma Tre, Italy.
    Editorial in TOTAL QUALITY MANAGEMENT and BUSINESS EXCELLENCE2017In: Total quality management and business excellence (Online), ISSN 1478-3363, E-ISSN 1478-3371, Vol. 28, no 9-10, p. 931-933Article in journal (Other academic)
    Abstract [en]

    n/a

  • 56.
    Dronamraju, Deepika
    Linköping University, Department of Management and Engineering, Logistics & Quality Management.
    Process Improvement Strategy for Public Sector Organizations: A case study at Linköping Municipality - MoS department2018Independent thesis Advanced level (degree of Master (Two Years)), 20 credits / 30 HE creditsStudent thesis
    Abstract [en]

    The public-sector organizations have been in limelight for research work about the implementation of various quality management approaches with the evolution of process management ideology into this sector. The awareness among the citizens regarding their rights and demand for qualitative service has been increased which led to the focus on the quality management approaches like Six Sigma and Lean. The public-sector organizations such as municipalities, health care, social administrators and others are not driven by profits unlike private sectors making it complex to implement these approaches. This led to the purpose of the thesis to research on proposing a process improvement strategy for increased customer satisfaction in the public sector. Seven tools from Lean and Six Sigma methodologies have been chosen to propose the strategy and they are – Process Mapping, Voice of the Customer, Critical to Quality, Cause & Effect Analysis, 5 Why’s, Benchmarking and Standardization.

    To execute this research, a qualitative case study methodology has been conducted at MoS department of Linköping Municipality on one of their ground process – customer request handling process. The research questions were designed to understand how to map the process, the customer orientation and process efficiency specific to the case and finally grasp the effectiveness of the selected tools for public sector. Various data sources were collected for this study. The empirical findings led to interesting analysis and discussion on the case study in relation to the previous literatures reviewed in this area. Moreover, the usefulness of these tools has been clearly identified and the strategy for process improvements has been proposed.

    From the overall discussion, major conclusions on the thesis work have been made with respect to the research questions. Firstly, while mapping the process it is important to consider the customer perspective and identify the process steps which lead to customer satisfaction. Further, communication with the customers and considering their feedback for future improvements is identified to be vital. Finally, the selected tools contribute majorly for the process improvements in public sector where the numerical data availability is limited and the importance of the strategic order for the tools has been highlighted.

    Key Words: Process Improvements, Six Sigma, Lean, Public Sector, Municipal Organizations, Customer Orientation, Customer Satisfaction.

  • 57.
    Elg, Mattias
    Linköping University, Department of Management and Engineering, Logistics & Quality Management. Linköping University, Faculty of Science & Engineering. Linköping University, HELIX Vinn Excellence Centre.
    Mätningarnas roll i chefers styrning och förbättringsarbete2016In: Mot ett förändrat ledarskap?: om chefers arbete och ledarskap i ett organisationsperspektiv / [ed] Per-Erik Ellström, Anna Fogelberg Eriksson, Henrik Kock, Andreas Wallo, Lund: Studentlitteratur AB, 2016, 2, p. 147-161Chapter in book (Other academic)
  • 58.
    Elg, Mattias
    et al.
    Linköping University, Department of Management and Engineering, Logistics & Quality Management. Linköping University, Faculty of Science & Engineering. Linköping University, HELIX Competence Centre.
    Berglund, Martina
    Linköping University, Department of Management and Engineering, Logistics & Quality Management. Linköping University, Faculty of Science & Engineering. Linköping University, HELIX Competence Centre.
    Ellström, Per-Erik
    Linköping University, Department of Behavioural Sciences and Learning, Education and Sociology. Linköping University, Faculty of Arts and Sciences. Linköping University, HELIX Competence Centre.
    Kock, Henrik
    Linköping University, Department of Behavioural Sciences and Learning, Education and Sociology. Linköping University, Faculty of Arts and Sciences. Linköping University, HELIX Competence Centre.
    Tillmar, Malin
    Linköping University, Department of Management and Engineering, Business Administration. Linköping University, Faculty of Arts and Sciences. Linköping University, HELIX Competence Centre.
    Wallo, Andreas
    Linköping University, Department of Behavioural Sciences and Learning, Education and Sociology. Linköping University, Faculty of Arts and Sciences. Linköping University, HELIX Competence Centre.
    Sustainable Working Life development through interactive research2018Conference paper (Refereed)
    Abstract [en]

    Interactive research has emerged as a new approach to collaborative research in working life research, and it is characterized by a continuous joint learning process between the researchers and the practitioners. In this paper we argue that interactive research is a way to advance scientific knowledge about the development of new types of work arrangements and development of sustainable working life. We present the basic ideas and benefits of the interactive research approach, illustrated through a practical case, the HELIX Competence Centre and discuss potential limitation and challenges associated with this form of collaborative research.

  • 59.
    Elg, Mattias
    et al.
    Linköping University, Department of Management and Engineering, Logistics & Quality Management. Linköping University, Faculty of Science & Engineering. Linköping University, HELIX Competence Centre.
    Daneryd, Peter
    Kommunalförbundet Avancerad Strålbehandling.
    Lindmark, Jan
    Hållbart sjukdomsförebyggande arbete?: En studie av hur man arbetar med sjukdomsförebyggande arbete i två vårdsystem i USA2017Report (Other academic)
    Abstract [sv]

    Det finns en stor enighet om att vårdens uppdrag behöver förändras för att möta behoven hos befolkningen på ett bättre sätt. Hälsoläget i de rika delarna av världen är i hög grad beroende av den demografiska utvecklingen (med åldrande befolkning) och våra levnads­vanor, som gör att vi drabbas av livsstilssjukdomar. I WHOs nuvarande globala strategi för “health for all” ingår hörnpelare som integrerad befolkningsorienterad hälso- och sjukvård där aspekter som prevention, sjukdomsförebyggande, patientmedverkan lyfts fram (WHO 2015). I EUs forsknings- och utvecklingsprogram och strategiska planering stödjer man projekt som visar hur man kan identifiera, sprida och stödja ”best practices” för kostnadseffektiv prevention vad beträffar rökning, missbruk av alkohol, övervikt och HIV/AIDS (EU 2016).

    I Sverige har vi utvecklat nationella riktlinjer för sjukdomsförebyggande metoder. Rikt­linjerna har tagits fram av Socialstyrelsen för att stärka det sjukdomsförebyggande arbetet i vården och därigenom förbättra patienternas levnadsvanor. I riktlinjerna fokuseras fyra områden – tobak, riskbruk av alkohol, fysisk aktivitet och matvanor. Landstingen och kommunerna, har sedan introduktionen av riktlinjerna år 2011 arbetat med implemente­ringen. Huvudmännen har kommit olika långt i arbetet men bland annat utifrån den an­strängande situationen i stora delar av den svenska vården har det varit svårt att få till­räckligt genomslag för arbetet. Som ett led i insatserna för att stärka upp det sjukdoms­förebyggande arbetet i Sverige har Socialstyrelsen uppdragit åt Linköpings universitet att belysa hur de sjukdomsförebyggande insatserna hanteras i två framstående hälso- och sjukvårdsorganisationer i USA. Den huvudsakliga frågeställningen är hur man organise­rar arbetet med det sjukdomsförebyggande arbetet. Uppdraget innefattar även en genom­gång av internationell vetenskaplig litteratur med syftet att komplettera de två ovan nämn­da fallstudierna. Socialstyrelsen vill härigenom bidra med ökad kunskap om förutsätt­ningar och metoder för att arbeta med sjukdomsförebyggande metoder i kliniskt arbete, företrädesvis primärvården. Denna studie vill därför bidra till kunskapsunderlag om hur realiseringen av de sjukdomsförebyggande metoderna kan ske.

    En utgångspunkt för att kunna ringa in de relevanta frågeställningarna ur ett svenskt perspektiv är de resultat som identifierats i tidigare rapport Översättning av riktlinjer – Fallstudier av sjukdomsförebyggande metoders genomslag av Elg m.fl. (2016). Här stu­derades fyra svenska vårdsystem och deras väg fram i det sjukdomsförebyggande arbetet. Fokus i föreliggande arbete är i likhet med tidigare studie de strukturer och processer som används för att styra, leda och organisera det sjukdomsförebyggande arbetet. Vi tar således utgångspunkt i slutsatserna från den tidigare studien och undersöker empiriskt hur man försöker utveckla och vidmakthålla lösningar på Southcentral Foundation (SCF) och Intermountain Healthcare (IH), två vårdsystem i USA.

    De studerade verksamheterna arbetar aktivt med sjukdomsförebyggande arbete, men uti­från delvis olika utgångspunkter. En viktig skillnad är att medan Intermountain Health­care successivt, med nya initiativ, utökar sitt uppdrag, så ligger det sjukdomsförebyggan­de arbetet redan inbäddat i Southcentral Foundations grundläggande idé för primärvår­den. Det är också stora skillnader i patientpopulationernas storlek och socioekonomiska förhållanden. I analysen gör vi jämförelser mellan de två verksamheterna för att identi­fiera likheter och särdrag i hur man organiserar styrning och ledning om och för sjuk­domsförebyggande. Genom denna analys identifierar vi angreppssätt och metoder som vi bedömer kan ha betydelse ur ett svenskt perspektiv.

    Fyra, som vi ser det, viktiga dimensioner av hur man i de två fallen arbetar med sjukdoms­förebyggande presenteras i studien, nämligen 1) strategiskt styrnings- och ledningsfokus på frågorna; 2) lärande om sjukdomsförebyggande arbete i vårdens vardag; 3) skapande av tekniska stödsystem och processer som underlättar för sjukdomsförebyggande arbetet i vardagen; samt 4) vikten av att genom fysisk design av vårdens arbetsplatser underlätta integration av arbetsmoment och tekniska stödsystem och därigenom genomförandet av strategier för sjukdomsförebyggande arbete. Vi ser även i fallstudierna hur digitala designlösningar möjliggör för medskapande av sjukdomsförebyggande metoder hos med­borgare och patienter.

    Såväl Intermountain Healthcare som Southcentral Foundation har visioner som betonar vikten av hälsofrämjande och sjukdomsförebyggande verksamheter, vilket för båda inne­bär att det strategiska styr- och ledningsarbetet också har fokus på sjukdomsförebyggande arbete som en naturlig del i verksamhetens uppdrag.

    Men en vision kan bli verkningslös om det inte finns strategier och ägarskap på högsta ledningsnivå, som aktivt arbetar för realisering av frågorna. I diskussionen lyfter vi fram betydelsen av detta aktiva ägarskap i termer av resurssättande, hur man knyter strategiskt viktiga partners till arbetet, hur man på strategisk nivå prioriterar sjukdomsförebyggande bland olika patientgrupper samt hur man också knyter an analys och uppföljning på strateginivå.

    Att man även prioriterar resurser för förbättringsarbete och forskning med inriktning mot sjukdomsförebyggande skapar också en förutsättning för långsiktighet. Det finns som vi ser det en dynamik och ett tilltagande fokus för just dessa frågor. I rapporten vill vi ringa in och sätta fokus på hur realiseringen av det sjukdomsförebyggande arbetet har gått till – vad som kan ligga bakom ett framgångsrik införande. Det är därför de organisatoriska processerna snarare än innehållet som vi tar fasta på och som vi också vill lyfta fram som avgörande för ett långsiktigt hållbart sjukdomsförebyggande arbete.

    Att lära om och för det sjukdomsförebyggande är en viktig del i framgången. Här ser vi exempel från våra fall där man via kontinuerlig träning och utbildning av de professionel­la lär sig att hantera frågorna genom vidareutbildningsinsatser. Det finns även fasta rutiner för att kontinuerligt träffas över organisationsgränser där frågorna diskuteras av kliniskt verksamma. Vi ser också att man proaktivt arbetar med berättelser om vad som kan åstad­kommas genom sjukdomsförebyggande arbete. Därutöver finns på SCF särskilda funktio­ner inom primärvården som är specialister på att åstadkomma beteendeförändring hos patienter. Denna kompetens vill vi särskilt lyfta fram då den skapar goda möjligheter att hantera de ofta komplexa problem som behöver hanteras i primärvården.

    Både SCF och IH arbetar mycket aktivt för att skapa tekniska stödsystem och processer som underlättar arbetet i vardagen. Ett uttryck som används är ”det ska vara lätt att göra rätt” och i våra amerikanska fallstudier arbetas det aktivt med att identifiera lösningar som faktiskt gör det lättare att göra rätt. Det gäller till exempel arbetsprocedurer för sjuk­domsförebyggande som bäddas in i den elektroniska patientjournalen, kriterier för att identifiera patienter som är i behov av förebyggande insatser samt standardiserade analys- och utvärderingsinstrument som underlättar beslut i vardagens vårdproduktion. Före­trädare för de studerade vårdsystemen menar att nya sätt att kommunicera med patienter behöver utvecklas, ett arbete som man anser ännu är i sin linda. Digitaliseringen lyfts fram som en möjliggörare där tid och rum inte är avgörande för god vård.

    Man pekar speciellt inom SCF också på vikten av den fysiska designen av vårdens arbets­platser. Det handlar om arbetsplatsens miljö och hur funktioner och kompetenser fysiskt är arrangerade i förhållande till varandra. När det gäller stöd för patienters sjukdomsföre­byggande arbete spelar dessa frågor en viktig roll. Framförallt ser vi hur man fysiskt sam­lokaliserar team och hur man rumsligt placerar undersökningsrum, samtalsrum och led­ning av primärvårdspersonal i avsikt att försöka optimera arbetet. Devisen ”out of sight, out of control” beskriver väl hur man anstränger sig för att ordna den fysiska miljön så att patienten konkret sätts i centrum. Inom IH breddas uppdraget bland annat genom att eftersträva lokalisering av sjukdomsförebyggande aktiviteter på nya sätt i kultur- och samhällscentrala institutioner. Dessa förebyggande insatser bedrivs inom ramen för det definierade vårduppdraget.

    Sammanfattningsvis, baserat på de reflekterade iakttagelser vi har gjort i de två amerikanska organisationerna, finns det en rad möjligheter till tips och råd som kan underlätta det svenska arbetet med sjukdomsförebyggande. Dessa sammanfattar vi i följande punkter:

    1. Ha en strategisk avsikt – De sjukdomsförebyggande insatserna har strategisk betydelse i de båda studerade vårdsystemens arbete. Ägarskapet i vårdsystemens ledningar är påtagligt. Detta är nödvändigt för att man ska få till ett hållbart arbete. Ta bort det ägarskapet och frågan är förlorad.
    2. Säkra resurser – framförallt säkerställande av kompetens – behöver prio­riteras för att kunna hantera uppdrag som omfattar sjukdomsförebyggande in­satser. Vi ser att både SFC och IH gör strategiska prioriteringar av resurser till primärvården för att detta uppdrag ska kunna få fotfäste.
    3. Balansera styrningen – Frågan om detaljstyrning av de sjukdomsföre­byggande insatserna är komplex och hanteras olika på SCF och IH. På SCF är ansvaret för beslut om vård i primärvården fördelat till integrerade team som gör en kollektiv, professionell bedömning tillsammans med patient och anhöriga om patientens problem och behov av insatser utifrån önskemål och förmåga att ta emot. På IH är processtyrningen mer betydelsefull. Här arbetar man efter vad som kallas ”shared baselines” och ”care process models”, man kommer överens om hur arbete ska utföras och följer sedan upp processvariationer.
    4. Arbeta behovsstyrt med utgångspunkt i kunskap om patientens problem – Analyser av behov hos befolkningen spelar en viktig roll i hur uppdragen formuleras. Här behöver vårdsystemen fortsätta driva och fördjupa forskning och utvecklingsin­satser i syfte att förstå behoven på ett djupare plan. Utredningar från forskare och kvalificerade utredare är förstås en viktig del i detta, men det finns även behov av att involvera patienter och medborgare på en regelbunden basis för att få större förståelse om var och hur insatser bör sättas in. Det kan till exempel göras genom olika former av segmenteringar av patienter med olika önskemål och behov. Kon­kret kan behovsanalyser genomföras t.ex. med fokusgrupper eller patientinflytan­de i olika beslutsorgan.
    5. Utveckla kompetens i förbättringskunskap – Både SCF och IH har bred kunskap om hur man driver förbättringsarbete på säkra och effektiva sätt. Till exempel genomförs pilottester – en form av lärandestyrt förbättringsarbete – i specifika verksamhets­delar för att maximera lärande och minimera effekterna av misstag. De pekar på risker att tidigt i utvecklingsprocesser genomdriva fullskaliga implementeringar – att istället testa i begränsad skala för att se effekter av satsningar. En annan viktig ingrediens i förbättringskunskapens verktygslåda är kompetens om mätningar. Här behöver man förstå och kunna argumentera syfte och vilka mätningar som behöver genomföras samt hur man använder mätningar för olika former av beslut i organisationen.
    6. Konstnärligt utvärdera insatser för sjukdomsförebyggande – De insatser som görs för att förebygga sjukdom behöver utvärderas ur flera perspektiv. Det är viktigt att den personal som utför arbetet också kan delta i eller åtminstone följa processerna för utvärdering. På så sätt ges möjligheter till lärande. Kompetens för att genom­föra utvärderingar bör byggas i vårdsystemet, exempelvis:
    1. Analys av behovsbilden hos befolkningen och verksamhetens bidrag till dess utveckling.
    2. Analys av värdet av insatserna för det egna vårdsystemet.
    3. Proaktiv identifiering av patienter som bedöms ha behov av sjukdomsföre­byggande insatser.
    4. Utvärdering av insatsernas effektivitet utifrån professionens perspektiv.
    5. Utvärdering av insatsernas effektivitet utifrån patientens perspektiv.
    6. Utvärdering av hur ofta insatser genomförs.
    7. Utvärdering av resultat och effekter av insatser.

    Författarna till denna rapport har inspirerats under vår datainsamling och analys. Svenska initiativ som möjliggör fördjupade jämförelser och analyser av svenska primärvårdssys­tem utifrån exempelvis de studerade amerikanska vårdsystemen skulle kunna göras. Vad skulle då framstå som möjliga utvecklingsområden för svensk primärvård på makro-, meso och mikronivå? Vi skulle också gärna se mer lust och möjligheter till systematiska experiment inom svensk primärvård, i det här fallet inom området sjukdomsförebyggande metoder. Sådana experiment kräver naturligtvis design, metodkunskap, förbättringskun­skap, utvärdering och diskussion av resultat.

    Vi menar att såväl fördjupade jämförelser och experimentsituationer bör gå att ordna i samverkan mellan landsting, kommuner, verksamheter och forskarsamhället för att for­mulera frågeställningar, design för aktiviteter, föreslå metoder för utvärdering, ordna kommunikation runt resultat med mera.

  • 60.
    Elg, Mattias
    et al.
    Linköping University, Department of Management and Engineering, Logistics & Quality Management. Linköping University, Faculty of Science & Engineering. Linköping University, HELIX Vinn Excellence Centre.
    Ellström, Per-Erik
    Linköping University, Department of Behavioural Sciences and Learning, Education and Sociology. Linköping University, Faculty of Arts and Sciences. Linköping University, HELIX Vinn Excellence Centre.
    Klofsten, Magnus
    Linköping University, Department of Management and Engineering, Project Innovations and Entrepreneurship. Linköping University, Faculty of Science & Engineering. Linköping University, HELIX Vinn Excellence Centre.
    Tillmar, Malin
    Linköping University, Department of Management and Engineering, Business Administration. Linköping University, Faculty of Arts and Sciences. Linköping University, HELIX Vinn Excellence Centre.
    Sustainable development in organizations2015In: Sustainable development in organizations: Studies on Innovative Practices / [ed] Elg, Mattias, Ellström, Per-Erik, Klofsten, Magnus, & Tillmar, Malin, Cheltenham: Edward Elgar Publishing, 2015, p. 1-15Chapter in book (Refereed)
  • 61.
    Elg, Mattias
    et al.
    Linköping University, Department of Management and Engineering, Logistics & Quality Management. Linköping University, Faculty of Science & Engineering. Linköping University, HELIX Vinn Excellence Centre.
    Ellström, Per-ErikLinköping University, Department of Behavioural Sciences and Learning, Education and Sociology. Linköping University, Faculty of Arts and Sciences. Linköping University, HELIX Vinn Excellence Centre.Klofsten, MagnusLinköping University, Department of Management and Engineering, Project Innovations and Entrepreneurship. Linköping University, Faculty of Science & Engineering. Linköping University, HELIX Vinn Excellence Centre.Tillmar, MalinLinköping University, Department of Management and Engineering, Business Administration. Linköping University, Faculty of Arts and Sciences. Linköping University, HELIX Vinn Excellence Centre.
    Sustainable development in organizations: studies on innovative practices2015Collection (editor) (Other academic)
    Abstract [en]

    An increasingly competitive environment can lead to considerable problems for many organizations as they struggle to adapt to change. As a result, they fail to create the conditions that can lead to sustainable development over the long term, thus affecting the capabilities of employees. This book provides a fresh perspective on sustainable change and development in organizations, as well as a critical perspective on lean implementation, work environment and sustainability.

    The expert contributors address the development in, and of, organizations, as well as the development process between organizations, such as in networks or clusters. They discuss topics, such as the role of customers in the development of public organizations; developing knowledgeable practice at work; exploring evidence-based practice and the challenge of regional gender contracts.

    Undergraduates and postgraduates in different management fields including organizational theory, innovation, human resources, quality development and entrepreneurship will find this book to be of interest. The empirical results and interdisciplinary approach will appeal to practitioners and policy-makers at national, as well as international levels.

  • 62.
    Elg, Mattias
    et al.
    Linköping University, Department of Management and Engineering, Logistics & Quality Management. Linköping University, Faculty of Science & Engineering. Linköping University, HELIX Vinn Excellence Centre.
    Ellström, Per-Erik
    Linköping University, Department of Behavioural Sciences and Learning, Education and Sociology. Linköping University, Faculty of Arts and Sciences. Linköping University, HELIX Vinn Excellence Centre.
    Kock, Henrik
    Linköping University, Department of Behavioural Sciences and Learning, Education and Sociology. Linköping University, Faculty of Arts and Sciences. Linköping University, HELIX Vinn Excellence Centre.
    Tillmar, Malin
    Linköping University, Department of Management and Engineering, Business Administration. Linköping University, Faculty of Arts and Sciences. Linköping University, HELIX Vinn Excellence Centre.
    Impact Evaluation report: Helix Vinn Excellence Centre 2006 - 20152016Report (Other academic)
    Abstract [en]

    This impact evaluation report concerns the activities of HELIX VINN Excellence Centre at Linköping University. HELIX is an established Centre within working life research, focusing specifically on sustainable development in organizations. This entails research and innovation activities that promote good working conditions, learning, health and gender equality in combination with an effective and innovative production system.

    In the HELIX VINN Excellence Centre, the interactive collaboration between researchers from different disciplines and the partner organizations has enabled us to face the challenges and the complexity of contemporary working life. The research strategy contained three key elements. Firstly, research and innovation activities were carried out with the well-established interactive research approach. Secondly, a multidisciplinary, integrative research approach was used. Researchers from different disciplines within behavioral sciences, management, business and public administration, entrepreneurship and innovation, as well the health and work sciences, collaborate within the Centre. Thirdly, a partnership approach was used, engaging universities and private firms as well as actors within the public sector and labour market organizations. The problems and issues defined in dialogue between partner organizations and researchers enabled the research activities.

    HELIX vision can be captured by the phrase Knowledge for Sustainable Development in Organizations. Our research programme has focused on organizational development across a broad front in working life, including attractive working environments, high welfare standards, and effective organizations, offering sustainable job opportunities.

    The research at HELIX has advanced scientific knowledge about development of new types of work arrangements and development of sustainable working life in Sweden. The Centre has also strengthened the potential for Swedish organizations to be more sustainable in the long-term and to stimulate endeavors between public and private organisations. As expressed by the partner organizations, they have joined HELIX to get support in developing their organization towards better economical and social sustainability. Our overarching goal has been to contribute significantly to scientific knowledge and, at the same time, add value to practice – that is, to put working-life research to use.

    The HELIX program has also had a considerable impact on partners and other organizations. Indeed, most partners report clear benefits from the research collaboration. These benefits may concern a direct, instrumental impact (e.g. changes in organizational policies and/or routines), an indirect impact (e.g. access to new knowledge and ideas or know-how), or impact in a broader sense (e.g. interactions with other participating companies, cross-fertilization of ideas). Participation in the HELIX partnership has also for many partners meant increased interaction with research and the university, and, thereby, a significantly increased access to research-based knowledge concerning issues covered by the HELIX research program.

    In spite of the often-reported difficulties in reaching direct and instrumental types of knowledge use, that is, types where research results are used more or less directly as input or guidelines for action or organizational change, our analysis shows that more than half of the respondents report direct, instrumental benefits from their engagement in HELIX, and almost three quarters of the respondents reported different forms of indirect impact. These findings are supported also by our impact cases.

    A closer analysis of the HELIX program and the cases reported above, indicate a number of key success factors. First, the multi-disciplinary and interactive research approach has made it possible to reach a high degree of relevance in research questions and projects. Second, the partner organizations have had a high degree of joint ownership of the HELIX program and the projects through the HELIX partnership. Third, in the most successful cases with respect to research use and impact, we have been able to anchor the projects at the top management level and, thereby, to assure a high degree of management attention and support for the research and innovation efforts. Fourth, that there is one or more enthusiasts or “idea champions” within the organization that can promote a project or a new idea. Fifth, in the most successful cases we have also been able to create opportunities for individual and collective learning through different types of learning activities, for example, joint analysis seminars and workshops for dissemination and use of research results.

  • 63.
    Elg, Mattias
    et al.
    Linköping University, Department of Management and Engineering, Logistics & Quality Management. Linköping University, Faculty of Science & Engineering.
    Gremyr, Ida
    Chalmers tekniska högskola.
    Martin, Jason
    Linköping University, Department of Management and Engineering, Logistics & Quality Management. Linköping University, Faculty of Science & Engineering.
    Birch-Jensen, Andrea
    Chalmers tekniska högskola.
    The Future of Work for Quality Management – Challenges in the Digitalized Era2018Conference paper (Refereed)
    Abstract [en]

    Purpose Digitalization provides both challenges and opportunities for Quality Management (QM). The purpose of this paper is to identify challenges induced by digitalization on current QM practices, in order to uncover the potential of how QM may support digitalization in organizations. This issue is addressed through an analytical framework that stresses two dimensions: first exploration and exploitation of digitalized QM processes and second value creation, which is performed by the customer or in interaction facilitated by the provider.

    Design/methodology/approach This paper is based on a cross-case study design with interview data collected from 33 quality management professionals in four large Swedish organizations.

    Findings Six different challenges and corresponding roles are proposed for QM: The gardener involved in the design of the many different currently utilized technologies; the bridge-builder - a role that connects implemented digitalized solutions that enable the movement from human-to-human to a human-to-digital interface; the assistant a contributor to better value in the customer sphere for already implemented digitalized solutions; the architect including planning, designs, and reviews together with many different stakeholders; the connector focusing on the continuous management of value-in-use and open up for  opportunities for continuous interaction and value-adding;  and explorer drawing attention towards the challenges of the existing power structures.

    Originality/value This paper contributes with empirical evidence on challenges induced by digitalization, an area often discussed but not as often studied empirically.  Further, the study identifies challenges of digitalization affecting both exploitative and explorative practices throughout an organisations value-creation process.

  • 64.
    Elg, Mattias
    et al.
    Linköping University, Department of Management and Engineering, Logistics & Quality Management. Linköping University, Faculty of Science & Engineering. Linköping University, HELIX Vinn Excellence Centre.
    Lindmark, Jan
    CIO Axfood AB.
    Wiger, Malin
    Linköping University, Department of Management and Engineering, Logistics & Quality Management. Linköping University, Faculty of Science & Engineering.
    Wihlborg, Elin
    Linköping University, Department of Management and Engineering, Political Science. Linköping University, Faculty of Arts and Sciences.
    Översättning av riktlinjer: Fallstudier av sjukdomsförebyggande metoders genomslag2016Report (Other academic)
    Abstract [en]

    The National Board of Health and Welfare decided in November 2011 on the national guidelines for methods of preventing disease. The guidelines focus on four areas: tobacco use; hazardous use of alcohol; insufficient physical activity; and unhealthy eating habits. Health care systems in Sweden, ie, county councils and municipalities, have since the introduction of the guidelines established effort for the implementation of these guidelines. The National Board of Health and Welfare has also since January 2011 been assigned to support its implementation. It turns out that there is variation regarding how far the various county councils have A utilize these guidelines in clinical work. A central question is why there is varied result and how implementation efforts may be strengthened. This report addresses these two issues. More specifically we analyze the implementation processes of the guidelines for methods of preventing disease in a multi-level perspective and with respect to how they are translated into clinical activities in meetings with patients. The overall aim is to analyze the translation of the guidelines for disease prevention methods from policy level through administrative levels of administration to the clinical activities in meetings with patient. We are, thus, especially interested in how translation processes are constructed and sustained in the interplay between policy making and healthcare management.

    The central problem motivating our study is the perceived difficulty of managing policy guidelines into practice. From experience we know that there are an increasing number of attempts that fail to effectively deliver implemented policy initiates. Therefore, a great deal of scholarly work focus on analyses and explanation of why organizations accomplish their policy implementation initiative and why others have good, well-founded reasons to refrain from applying new ideas.

    As a starting point for our analysis, we argue that there is a need to view healthcare organizational systems and their policy implementations from a network perspective. The theoretical input that frame our analysis of the implementation, management and control of public services is about making sure these implementation processes function as a continuous translation between different actors of a rather complex organization.

    We used a multiple case study approach of efforts in four regions to implement the guidelines for methods of preventing disease. The four regions studied were: Norrbottens County Council, Stockholm County Council, Region Östergötland and Skåne Region . The case studies are based mainly on interviews with key people in each county / region as well as the study of policy documents. Overall, 31 people were interviewed in different parts of the county councils/regions; from public policy makers, administrative management, healthcare developers and clinicians. The interviews have both given insight into implementation efforts, the current work on the guidelines and settings in which these guidelines, with various success, have been immersed.

    Our findings show that there are several ways in which the policy guidelines enter the regional level: (1) directly from the national guidelines, (2) through earlier efforts in nearby areas, and (3) through participation in the development of the guidelines along with previous work in nearby areas. The various entries into the regional level also have different implications as it assembles different networks of actors. A mechanism that explains this is problematization where the leading actors define the orientation of the work.

    Management of the guidelines are then carried out through a variety of activities: prioritization of actions, initiating projects, financial prioritization, competence development efforts, technology and process development of clinical guidelines in clinical care programs.  All of these activities take place at the system-wide regional level, leading then to various entries into clinical work. However, uncertainties in the environment create constrains for actors in their implementation efforts. It may be a county’s internal financial and organizational choices that lead to a slowdown of the translation process. Also uncertainty about how to interpret and understand the use of the methods may have important impact on the effectiveness of implementation.

    Further, ideas about how to handle methods of preventing disease developed at the regional level are to various extent translated into local practice. In primary care units the guidelines are when implemented fully adapted and integrated into the local clinics management structure. An important mechanism for use in these work units is dedicated, active employees. The final choice weather a patient may or may not enter the health promotion activities are decided mainly by the individual caregiver.

    The conclusions in the report points to a number of mechanisms that support guideline implementation:

    • Active ownership - a necessary factor for success in the work of implementing the guidelines is that it is driven by active players in all parts of the health care system. It is manifested for example by the National Board of Health and Welfare’s support to implementation in order to clarify the statutory mandate, further development of the disease prevention methods and support in learning between the county councils. At the county level overall is the active ownership of the questions to prioritize and allocate resources. But the top management leaders also need to be more actively involved and engaged in the process of developing the utilization of disease prevention methods.
    • Wide anchored processes - It is clear that in the context in which the disease-prevention work has leveled out into clinical practice, there have been inclusive, participatory processes. The leading players who control the implementation work therefore should be aware of how exclusion may be created through a variety of resources at their disposal. For example, our study shows that the actors involved in public health issues in the county councils / regions have had an influence on how the work has been formulated.
    • Translators who create and support conditions - In addition to the need for an active ownership at the political level on the issues we also see a great need for resource support in the operations environment. This is an important component of maintaining a sustainable implementation chain. The translators create the links in this chain and binds together different activities with its surroundings. Translators can provide support and create conditions by participating in the development of clinical guidelines and decision support, support and drive improvement, skills development, develop new IT solutions and quality work at operational level.
    • Developmental oriented leadership among operations managers - the same way that other levels of the health care system requires a development-oriented leadership among managers. We see that these managers can use a range of different approaches and tools to support the implementation of the guidelines. They have a key role in the translation, motivations and the design of the work in the clinical practice. It is therefore necessary that the managers of the clinical departments have the ability and discretion to run the operations in such a way that the implementation is enhanced - that the chain is held together. When managers and other professionals succeed in this then it will increase guideline legitimacy both internally within the organization and towards others.
    • Impact of projects and its embeddedness in everyday work - Many projects run test new solutions and have short time horizons. Evaluation of the projects is ongoing and changes are recorded continuously. The effects of a sustainable work can only be realized if the project results are integrated in daily work - something that is perceived problematic when the project will move into daily operations and management. This means that project ideas that go well must be embedded in the everyday work and become more long-term in order to really have an impact.
    • Meanings of role models - We note in particular that there are no stories about best practices and successful implementation in organizations or among individuals. A hallmark of successful realization is that any activity can be highlighted as a good example that shows the possibilities for a good implementation with good effects.
  • 65.
    Elg, Mattias
    et al.
    Linköping University, Department of Management and Engineering, Logistics & Quality Management. Linköping University, Faculty of Science & Engineering.
    Sennehed Petersson, Marianne
    Agensus AB, Linköping.
    Brofeldt, Carina
    Mjölby kommun.
    Leda för kvalitet: hörnstenar för kvalitetsutveckling i offentlig verksamhet2019Book (Other academic)
    Abstract [sv]

    Kvalitetsutveckling sker inte av sig självt. För att utveckla och förbättra verksamheter krävs systematiska sätt att arbeta med kvalitetshöjande insatser av många individer under lång tid.Leda för kvalitet ger en helhetsbild över centrala frågor som välfärdens tjänsteleverantörer behöver ställa sig i den systematiska kvalitetsutvecklingen. Den ger också förslag på inriktning av angreppssätt och metoder för att komma till rätta med kvalitetsproblem. Till boken finns en arbetsbok som kan användas av hela personalgruppen. Arbetsboken ger, förutom grundläggande kunskaper i kvalitetsarbete som man har nytta av för all framtid, en utmärkt start på det utvecklingsprojekt som just nu är aktuellt att sätta igång med.

  • 66.
    Elg, Mattias
    et al.
    Linköping University, Department of Management and Engineering, Logistics & Quality Management. Linköping University, Faculty of Science & Engineering. Linköping University, HELIX Vinn Excellence Centre.
    Wihlborg, Elin
    Linköping University, Department of Management and Engineering, Political Science. Linköping University, Faculty of Arts and Sciences.
    Örnerheim, Mattias
    Linköping University, Department of Management and Engineering, Political Science. Linköping University, Faculty of Arts and Sciences.
    Public quality – for whom and how?: Integrating public core values with quality management2017In: Total quality management and business excellence (Online), ISSN 1478-3363, E-ISSN 1478-3371, Vol. 28, no 3-4, p. 379-389Article in journal (Refereed)
    Abstract [en]

    Quality management (QM) plays an important role in public organisations’ efforts to create better access to, and effectiveness of, specific services. When transferring QM models from market-based firms to public services provided by public organisations, several basic contrasts and even contradictions must be addressed. Core values of the public sector differ from those of the private sector, but what are the consequences of this distinction? In this article we discuss the importance of four central arguments on public services: rights and access have to be considered; equality is an important facet of public services; coerciveness is a unique feature of public services; and legitimacy can be improved by high-quality services. These arguments have not been discussed explicitly in the context of QM. Adding these central aspects of public services to the QM field could generate more sustainable ways for developing quality and QM in public services in particular and the public sector in general.

  • 67.
    Engström, Jon
    et al.
    Linköping University, Department of Management and Engineering, Business Administration. Linköping University, Faculty of Arts and Sciences.
    Elg, Mattias
    Linköping University, Department of Management and Engineering, Logistics & Quality Management. Linköping University, Faculty of Science & Engineering. Linköping University, HELIX Vinn Excellence Centre.
    A self-determination theory perspective on customer participation in service development2015In: Journal of Services Marketing, ISSN 0887-6045, E-ISSN 0887-6045, Vol. 29, no 6/7, p. 511-521Article in journal (Refereed)
    Abstract [en]

    Purpose– The purpose of this paper is to explore what motivates patients to participate in service development and how participation may influence their well-being. Health-care providers are increasingly adopting practices of customer participation in such activities to improve their services.Design/methodology/approach– This paper builds on an analysis of data from a service development project in which lung cancer patients contributed by sharing their ideas and experiences through diaries. Out of the 86 lung cancer patients who were invited to participate, 20 agreed to participate and 14 fully completed the task. The study builds on participants’ contributions, in-depth interviews with six participants and the reasons patients gave for not participating.Findings– This paper identifies a number of motives: non-interest in participating, restitution after poor treatment, desire for contact with others, volunteerism, desire to make a contribution and the enjoyment of having a task to complete. A self-determination theory perspective was adopted to show how the need to satisfy basic human needs for autonomy, competence and relatedness determines if and how patients participate. Participation may have important benefits for patients, especially an improved sense of relatedness.Practical implications– Service providers must be prepared to meet different patient needs in service development, ranging from the need to express strong distress to expressing creativity. By understanding the dynamics of motivation and well-being, organizers may achieve better results in terms of improved services and in patient well-being.Originality/value– This study makes a significant contribution to the study of customer participation in service development, especially in relation to health care, by offering a self-determination-based typology for describing different styles of patient participation.

  • 68.
    Engström, Jon
    et al.
    Linköping University, Department of Management and Engineering, Business Administration. Linköping University, Faculty of Arts and Sciences. Linköping University, HELIX Vinn Excellence Centre.
    Elg, Mattias
    Linköping University, Department of Management and Engineering, Logistics & Quality Management. Linköping University, Faculty of Science & Engineering. Linköping University, HELIX Vinn Excellence Centre.
    Poksinska, Bozena
    Linköping University, Department of Management and Engineering, Logistics & Quality Management. Linköping University, Faculty of Science & Engineering. Linköping University, HELIX Vinn Excellence Centre.
    Witell, Lars
    Linköping University, Department of Management and Engineering, Business Administration. Linköping University, Faculty of Arts and Sciences. Linköping University, HELIX Vinn Excellence Centre.
    Snyder, Hannah
    Linköping University, Department of Management and Engineering, Logistics & Quality Management. Linköping University, Faculty of Science & Engineering.
    The role of customers in the development of public organizations2015In: Sustainable development in organizations: studies on innovative practices / [ed] Mattias Elg, Per-Erik Ellström, Magnus Klofsten, Malin Tillmar, Cheltenham: Edward Elgar Publishing, 2015, p. 93-108Chapter in book (Refereed)
  • 69.
    Eriksson, Erik
    Linköping University, Department of Management and Engineering, Logistics & Quality Management. Linköping University, Faculty of Science & Engineering.
    Stopptids- och avvikelseuppföljning vid långa takttider: Från avvikelse till införd förbättring2015Independent thesis Advanced level (degree of Master (Two Years)), 20 credits / 30 HE creditsStudent thesis
    Abstract [en]

    High quality within a Lean production system begins with standardised work, which creates stable processes able to generate predictable output. If nonconformity from the standard procedures occurs, routines are needed to analyse, correct and prevent the nonconformity from occurring again. In that way, the nonconformity can be a trigger for continuous improvements toward more stable processes. In takted production lines, where the operator follows a standard sequence with tasks set to be completed within the takt time, a nonconformity leads to downtime in the operator’s sequence, and no value is added. With short takt time, the nonconformity leads immediately to line stop and the nonconformity will be detected. With long takt time it is often possible to catch up in the sequence before the nonconformity stops the whole line. Thus, as a consequence the problem will be hidden.

    The aim of this study is to investigate how downtime and nonconformities can be tracked and measured in a Lean production system with long takt time, as well as investigate how this data can contribute to improvements. The study has been carried out as a case study of an assembly line at Atlas Copco Rock Drills division of Underground Rock Excavation in Örebro. Within this case study semi-structured interviews were performed to investigate needs from data collection and improvement processes. Beside the case study at Atlas Copco, external case studies have been performed to gather information about other companies’ processes. Participating companies for external case studies has been RUAG Space, AstraZeneca, Väderstad-Verken and Saab Aerostructures.

    The result of the study generated three different processes, one for collecting data about nonconformities and related downtime and two parallel processes to use the data for improvements. The data collection process shows how the downtime can be tracked to support investigated needs. The downtime data is also complemented with information about key factors that affect the accuracy of the downtime measurements. The different type of downtimes that are gathered from the process is the deviations total recovery time, recovery time affecting production and downtime for the entire production line. Together with the time measurement the nonconformities is categorised and described with attributes and text to make a thoroughly analysis possible. Analysis tools proposed for the gathered data is pareto analysis, trends, calculation of cost of poor quality and identification of areas with overcapacity. Also, the result shows how some classic TPM-indicators can be used in the analysis.

    The gathered data can then be used in two developed improvement processes, one for reactive improvements and one for proactive improvements. The reactive process aims to in a systematic manner find corrective and preventive actions for detected nonconformities with high impact on the production. The nonconformities are handled one by one like the procedure for many deviation systems for product quality assurance. The proactive improvement process focuses on patterns in historical data about major nonconformity areas. Together with high level KPI:s and SMART goals to support high level goals, the nonconformity areas helps to identify which activities to carry out in order to fulfil the goals. 

  • 70.
    Eskilsson, Niklas
    et al.
    Linköping University, Department of Management and Engineering, Logistics & Quality Management.
    Magnuson, David
    Linköping University, Department of Management and Engineering, Logistics & Quality Management.
    Åtgärder för en effektivare intern materialförsörjning: Genomlysning av förbättringsområden för lager till slutmontering av gruvmaskiner med fördjupning inom frekvensläggning – en studie vid Epiroc Rock Drills AB2019Independent thesis Advanced level (degree of Master (Two Years)), 20 credits / 30 HE creditsStudent thesis
    Abstract [en]

    Epiroc has had a long period of strong growth, where several efficiency projects have been implemented to increase production volume in order to meet market demand. A variant of Lean production has been implemented over several years – called The Way We Produce by Epiroc. A large part of that change has been the implementation of sequenced flow-oriented assembly with just-in-time sequenced material deliveries to the assembly floor. This, in turn, has increased the requirements for the warehouse Logistic Center (LC) and management has now begun to investigate ways to improve efficiency at LC. Hence, the aim of the study is to develop realistic improvement proposals for the logistics operations at Logistics Center of Epiroc Rock Drills AB at Örebro to increase efficiency and delivery reliability.

    The study has been conducted in two phases; the identification phase and the in-depth phase. During the identification phase, a mapping of the current situation in LC was carried out, where the basis for the survey is based on interviews, observations and analyzes. Through a root cause analysis, with the goal of finding sources of inefficiency, nine areas of improvement could be identified, one of which would be chosen for further investigation in the in-depth phase. The areas of improvement were evaluated with an effect-input matrix to choose the area of improvement that provides the greatest efficiency potential in relation to the expected effort. The analysis model for the effect-input matrix was the eight wastes of Lean based on Petersson et al. (2015), its expected impact on efficiency and the expected complexity of an implementation. The result of the root cause analysis gave article classification as the primary area of improvement, where the measure is an alternative slotting strategy to minimize the movement time between storage locations.

    During the in-depth phase, the current article classification and frequency setting were examined by synthesis of an alternative model for the classification of articles and storage locations based on an in-depth literature study. To investigate whether an alternative classification can increase efficiency, an evaluation model was developed that models the movement time from historical data from pick lists. It was used to test which combination of sizes for the article classes gave the smallest possible total movement time. A combination of 60/30/10% (A/B/C) gave the lowest total movement time for a picking history of 15 months with a reduction corresponding to 33% (1760 h) compared to the current situation. Furthermore, an alternative sorting of the pick lists for the vertical lift modules and pallet racking was examined with the evaluation model, which gave a reduction of 4% and 11% respectively. Finally, various forms for the zones were examined for the classification of storage locations in pallet rack W3, where the delivery site is located three-quarter way into the pallet rack. A center of gravity for the for the A-class placed between the entrance and the delivery point gave the best simulation result.

    In summary, the article classification improvement area was established with the greatest realizable efficiency potential with the least effort based on the root cause analysis. Epiroc is recommended to implement the classification model with three classes of size 60/30/10 % (A/B/C) of the accumulated number of picking rows, and to implement that alternative sorting of pick rows on picklists for pallet racking.

  • 71.
    Evangelista, Pietro
    et al.
    CNR - IRISS, Naples, Italy.
    Huge-Brodin, Maria
    Linköping University, Department of Management and Engineering, Logistics & Quality Management. Linköping University, Faculty of Science & Engineering.
    Sweeney, Edward
    ESM Group, School of Engineering and Applied Science, Aston University, Birmingham, the UK.
    Morvillo, Alfonso
    CNR - IRISS, Naples, Italy.
    Putting together environmental sustainability and profitability in logistics and supply chains2017In: International Journal of Business and Systems Research, ISSN 1751-200X, E-ISSN 1751-2018, Vol. 11, no 4, p. 345-348Article in journal (Other academic)
  • 72.
    Forslund, Helena
    et al.
    Linneaus University.
    Björklund, Maria
    Linköping University, Department of Management and Engineering, Logistics & Quality Management. Linköping University, Faculty of Science & Engineering.
    Supplier evaluation in supply chains, Actors’ influences and perspectives on performance management2015Conference paper (Refereed)
  • 73.
    Fridell, Oscar
    et al.
    Linköping University, Department of Management and Engineering, Logistics & Quality Management.
    Glänås, Christian
    Linköping University, Department of Management and Engineering, Logistics & Quality Management.
    Tidigareläggning av logistiska aktiviteter i en försörjningskedja: En fallstudie utförd på en svensk detaljhandelskedja2016Independent thesis Advanced level (degree of Master (Two Years)), 20 credits / 30 HE creditsStudent thesis
    Abstract [sv]

    Denna studie har genomförts på varuhuskedjan med det fiktiva namnet RetailusAB och syftar till att ta fram ett beslutsunderlag för huruvida Retailus kan tidigarelägga de två pre-retail-aktiviteterna larmning och galgning i försörjningskedjan. Bakgrunden till studien är att Retailus har kommit till insikt att tiden och därmed kostnaden för aktiviteter som utförs på baklagren är stor och att det finns en önskan om att personalen ska kunna fokusera mer på sin kärnuppgift, att finnas tillgänglig för kunderna på försäljningsytan.

    Aktiviteterna utförs i dagsläget i Retailus butiker och upptar cirka 2 % av de butiksanställdas arbetstid vilket motsvarar 15 miljoner kronor i lönekostnader. Det har i studien utgåtts från tre olika scenarion där en eller båda aktiviteterna tidigareläggs till antingen Retailus distributionscentral eller till någon av Retailus leverantörer. Scenarierna har i studien utvärderats utifrån de två aspekterna totalkostnad gentemot nuläget och implementerbarhet med avseende på tidshorisont, påverkan på befintliga processer samt leveransservice.

    Totalkostnaden har i största möjliga mån utvärderats kvantitativt och beräknats utifrån observationer, tidsstudier i butiker, tidsstudier i simulerad miljö, olika försäljnings-och saldodata samt intervjuer med transportföretag och leverantörer. Om det bortses från faktorer som att tidmätningarna kan vara osäkra och uppgifter från både transportföretag och leverantörer inte är exakta visar det sig att det kostnadsmässigt mest lönsamma scenariot av de tre undersökta scenarierna är att tidigarelägga larmning och galgning till Retailus distributionscentral.

    De två övriga scenarierna, vilka innebär att endast larmning tidigareläggs till olika leverantörer, kan det inte fastlås en slutlig kostnad för på grund av brist på prisuppgifter.

    De kostnadsposter som visar sig vara störst är en ökning av transportkostnader från distributionscentralen till butikerna till följd av att galgade varor medför en betydande volymökning för det transporterade godset, transportkostnader till följd av returflöden av larm och galgar från butiker till distributionscentralen och till leverantör samt kostnader till följd av att fler larm och galgar behöver köpas in.

    Vad gäller implementering finns det problematik med samtliga scenarion men studien tyder på att det sannolikt är det scenario som har den största besparingen som också är svårast att implementera sett till samtliga av de tre aspekterna tidshorisont, påverkan på befintliga processer och leveransservice. Vad gäller de två scenarierna där leverantör larmar ligger de största utmaningarna i att upprätta returflöden av larm tillbaka till leverantören.

    Det har i studien utgåtts från en teori kring att det vid tidigareläggning av aktiviteterna kan dras nytta av skalfördelar då tidigareläggningen avses göras till ett skede i flödet där varor fortfarande är sortrena, till skillnad mot när de anländer till butik. Det har dock inte kunnat slås fast vid de mätningar som genomförts i studien att tidsvinster kan härledas till skalfördelar eller om det finns andra faktorer som spelar in på resultatet.

    I studien presenteras ett beslutsunderlag där totalkostnaden samt de viktigaste implementeringsaspekterna, både positiva och negativa, presenteras för vart och ett av de tre undersökta scenarierna.

  • 74.
    Fristedt, Mårten
    et al.
    Linköping University, Department of Management and Engineering, Logistics & Quality Management. Linköping University, Faculty of Science & Engineering.
    Rehme, Jakob
    Linköping University, Department of Management and Engineering, Industrial Economics. Linköping University, Faculty of Science & Engineering.
    Sandberg, Erik
    Linköping University, Department of Management and Engineering, Logistics & Quality Management. Linköping University, Faculty of Science & Engineering.
    Describing hybrid purchasing organizations - the case of a Swedish industrial firm2015Conference paper (Refereed)
  • 75.
    Fuglås, Jonas
    et al.
    Linköping University, Department of Management and Engineering, Manufacturing Engineering.
    Lindgren, Amund
    Linköping University, Department of Management and Engineering, Logistics & Quality Management.
    Digitalization strategy for Scania Cab Assembly2018Independent thesis Advanced level (degree of Master (Two Years)), 20 credits / 30 HE creditsStudent thesis
    Abstract [en]

    With changing market demands such as individualization, volatility and sustainability, the current manufacturing environment at Scania is subject to an increasing need for change. This, together with the availability of more advanced technology and digitalization has sparked the fourth industrial revolution. It has been named Industry 4.0 and considers digitalization in a manufacturing environment. As a result, the purpose of this thesis is to outline the potential of increased digitalization for logistics and manufacturing at Scania Oskarshamn. This will be done by developing a digitalization strategy that encapsulates the core of Industry 4.0 and a roadmap to guide Scania in their development towards a future digitalized manufacturing environment. The study will consider two core functions of Industry 4.0 as the cornerstones of digitalization; consciousness and interoperability. Consciousness focuses on the level of digitalization within the system. With interoperability, integration throughout the whole supply chain and how it relates to the manufacturing environment. As a result, the study is separated into three main parts: Scania today, Scania 2030 and the gap in-between. For all three parts, three areas of focus will be the basis for the analysis. First, the level of digitalization will be analyzed. This is done in regards to the first core function, consciousness. Second, the level of process maturity will be analyzed. This is done in regards to the second core function, interoperability. Third, synergies between logistics and manufacturing will be analyzed. From the conducted analysis of the current state at Scania, the 2030 scenario and the gap inbetween, the digitalization strategy for Scania focuses on the two identified functions. Three key steps has been developed for each function.

  • 76.
    Gremyr, Ida
    et al.
    Linköping University, Department of Management and Engineering, Logistics & Quality Management. Linköping University, Faculty of Science & Engineering. Chalmers University of Technology, Gothenburg, Sweden.
    Elg, Mattias
    Linköping University, Department of Management and Engineering, Logistics & Quality Management. Linköping University, Faculty of Science & Engineering. Linköping University, HELIX Competence Centre.
    Hellström, Andreas
    Chalmers University of Technology, Gothenburg, Sweden.
    Martin, Jason
    Linköping University, Department of Management and Engineering, Logistics & Quality Management. Linköping University, Faculty of Science & Engineering.
    Witell, Lars
    Linköping University, Department of Management and Engineering, Business Administration. Linköping University, Faculty of Arts and Sciences.
    The roles of quality departments and their influence on business results2019In: Total quality management and business excellence (Online), ISSN 1478-3363, E-ISSN 1478-3371Article in journal (Refereed)
    Abstract [en]

    This study explores the various roles of quality departments and investigates whether their roles have different effects on business results. Based on a survey of quality managers in 211 Swedish organisations, the analysis identifies four roles of quality departments: firefighters, auditors, process improvers, and orchestrators. The roles vary in their predominant adoption of Quality Management practices ranging from a narrow scope focusing on quality management systems to a broader scope based on multiple practices. An analysis was performed to identify how each of the identified roles influences business results. The results show that quality departments with a broad focus that combines both explorative and exploitative quality practices contribute the most to business results.

  • 77.
    Gremyr, Ida
    et al.
    Chalmers Univ Technol, Sweden.
    Elg, Mattias
    Linköping University, Department of Management and Engineering, Logistics & Quality Management. Linköping University, Faculty of Science & Engineering. Linköping University, HELIX Vinn Excellence Centre.
    Smith, Frida
    Chalmers Univ Technol, Sweden; Reg Canc Ctr West, Sweden.
    Gustavsson, Susanne
    Skaraborgs Hosp, Sweden.
    Exploring the phase for highest impact on radicality: a cross-sectional study of patient involvement in quality improvement in Swedish healthcare2018In: BMJ Open, ISSN 2044-6055, E-ISSN 2044-6055, Vol. 8, no 11, article id e021958Article in journal (Refereed)
    Abstract [en]

    Objectives Involving patients in quality improvement is often suggested as a critical step for improving healthcare processes. However, this comes with challenges related to resources, tokenism, validity and competence. Therefore, to optimise the use of available resources, there is a need to understand at what stage in the improvement cycle patient involvement is most beneficial. Thus, the purpose of this study was to identify the phase of an improvement cycle in which patient involvement had the highest impact on radicality of improvement. Design An exploratory cross-sectional survey was used. Setting and methods A questionnaire was completed by 155 Swedish healthcare professionals (response rate 34%) who had trained and had experience in patient involvement in quality improvement. Based on their replies, the impact of patient involvement on radicality in various phases of the improvement cycle was modelled using the partial least squares method. Results Patient involvement in quality improvement might help to identify and realise innovative solutions; however, there is variation in the impact of patient involvement on perceived radicality depending on the phase in which patients become involved. The highest impact on radicality was observed in the phases of capture experiences and taking action, while a moderate impact was observed in the evaluate phase. The lowest impact was observed in the identify and prioritise phase. Conclusions Involving patients in improvement projects can enhance the quality of care and help to identify radically new ways of delivering care. This study shows that it is possible to suggest at what point in an improvement cycle patient involvement has the highest impact, which will enable more efficient use of the resources available for patient involvement.

  • 78.
    Gremyr, Ida
    et al.
    Chalmers.
    Lenning, Jan
    Chalmers.
    Elg, Mattias
    Linköping University, Department of Management and Engineering, Logistics & Quality Management.
    Martin, Jason
    Linköping University, Department of Management and Engineering, Logistics & Quality Management.
    Increasing the value of quality management systems2019In: Increasing the value of quality management systems, 2019Conference paper (Refereed)
    Abstract [en]

    Over one million organisations have a Quality Management System (QMS) certified to the ISO9000 standard; however, the system requires a lot of resources and its value has been questioned. The purpose of this paper is to investigate how different types of uses of QMS correlates with management perceptions of QM in terms of respect, cost, and strategic importance. The paper is based on a survey within eight organisations and shows that a compliance-orientated QMS usage will more likely lead to a view on quality management as costly, and of little respect, than a business- or improvement-oriented QMS usage.

  • 79.
    Haag, Linnea
    Linköping University, Department of Management and Engineering, Logistics & Quality Management. Linköping University, Faculty of Science & Engineering.
    The Supporting Role of Logistics during the Early Stage of Retail Internationalisation2019Licentiate thesis, comprehensive summary (Other academic)
    Abstract [en]

    Retail internationalisation refers to the establishment of retailers into foreign sales markets and is an important success factor for many retail chains. Logistics has been acknowledged as an important prerequisite and key component of retail internationalisation, enabling physical distribution to new foreign markets as well as ensuring customer satisfaction in terms of on-time delivery and product availability. Despite the recognition of logistics, logistics managers struggle to adapt their logistics organisation and operations in order to efficiently and effectively support retail internationalisation due to the complexity of operating in multiple markets. Previous research seldom mentions how logistics supports retail internationalisation, especially when retail chains are at the beginning of their retail-internationalisation journey. By exploring the supporting role of logistics during the early stage of retail internationalisation, retailers can better understand how logistics organisation and operations can be organised in order to successfully expand into foreign sales markets. Therefore, the purpose of this licentiate thesis is to:

    Explore the supporting role of logistics during the early stage of retail internationalisation.

    This licentiate thesis is based on an abductive, multiple-case-study approach that combines empirical data with literature in an iterative process in order to explore the supporting role of logistics during the early stage of retail internationalisation. The selected case companies were three large-sized Swedish retail chains that have recently established themselves into nearby foreign sales markets.

    The findings of this licentiate thesis suggest that logistics plays both a reactive and a proactive supporting role during the early stage of retail internationalisation. The reactive supporting role refers to logistics that adapts to predetermined conditions set by the retail company’s top management team. As a reactive supporter, the logistics organisation is typically involved at an operational level and scales up its logistics operations in order to supply multiple markets. Beyond its reactive role, logistics can also play a proactive supporting role. This refers to its involvement at a strategic level within the retail company where it can influence the conditions of retail internationalisation. When logistics is involved more proactively, its operations can become better aligned with the other company operations involved in retail internationalisation. Furthermore, proactive logistics support enables more efficient and effective logistics that can better cope with increased complexity as well as more effectively keeping track of logistics costs. In addition to these findings, the importance of top management has been identified as a key aspect of proactive logistics support. More specifically, logistics competence within the top management team enables logistics to be prioritised at a strategic level and to be better integrated during retail internationalisation, including during individual establishments into new markets. The findings also suggest that the importance of logistics increases over time during retail internationalisation. The more markets the retailer enters, the more important efficient logistics becomes in order to deal with both complexity and logistics costs. By involving proactive logistics from the start of retail internationalisation, retail chains can more efficiently and effectively establish into and operate within foreign sales markets, which in turn supports a sustainable retail internationalisation.

    One of the main academic contributions of this licentiate thesis has been to study logistics in the specific context of retail internationalisation, which has previously not been researched in any great detail. In addition, logistics has often been studied as a static aspect, but in this thesis it is studied from a dynamic perspective in order to understand how its supporting role changes over time during the early stage of retail internationalisation. Another important contribution is that the role of logistics has been studied from both a strategic and an operational level, as previous research has mostly focused on the strategic level of logistics related to retail internationalisation. In terms of practical contributions, this licentiate thesis clarifies the logistics characteristics and supply-chain capabilities that support the early stage of retail internationalisation. This licentiate thesis can also help practitioners to better prepare their logistics organisation and logistics operations for a future retail internationalisation, as well as helping them to avoid making logistical mistakes during the early stage of retail internationalisation.

    List of papers
    1. Exploring key logistics characteristics supporting embeddedness in retailers’ geographical expansion
    Open this publication in new window or tab >>Exploring key logistics characteristics supporting embeddedness in retailers’ geographical expansion
    2019 (English)In: International Review of Retail Distribution & Consumer Research, ISSN 0959-3969, E-ISSN 1466-4402, p. 1-26Article in journal (Refereed) Epub ahead of print
    Abstract [en]

    The purpose of this paper is to explore how the logistics organisation and operations support embeddedness in retailers’ geographical expansion. More specifically, this study identifies four key logistics characteristics that are crucial for geographical expansion and describes how each of these supports retailers’ embeddedness related to their geographical expansion. The findings illustrate how the characteristics: Centralised logistics control, Centralised logistics structure, Standardised logistics operations and Continuous learning and improvement, support societal, network and territorial embeddedness related to the geographical expansion of retailers. The paper is empirically grounded in an explorative, qualitative, multiple case study of three Swedish retailers that have geographically expanded their businesses. Company visits and interviews with a variety of informants, ranging from company owners to operational logistics staff, have been conducted.

    Place, publisher, year, edition, pages
    Routledge, 2019
    National Category
    Transport Systems and Logistics Computer and Information Sciences Economics and Business
    Identifiers
    urn:nbn:se:liu:diva-161905 (URN)10.1080/09593969.2019.1683052 (DOI)
    Available from: 2019-11-12 Created: 2019-11-12 Last updated: 2019-11-12Bibliographically approved
    2. Supply chain capabilities for facilitating the internationalisation of retailers: a multiple case study of three Swedish retail companies
    Open this publication in new window or tab >>Supply chain capabilities for facilitating the internationalisation of retailers: a multiple case study of three Swedish retail companies
    2019 (English)In: International Review of Retail Distribution & Consumer Research, ISSN 0959-3969, E-ISSN 1466-4402, Vol. 29, no 3, p. 321-339Article in journal (Refereed) Published
    Abstract [en]

    Market-oriented aspects of retail internationalisation have received a lot of research attention since the 1990s. However, beyond these aspects lies also supply-chain oriented capabilities that are necessary for retailers to successfully internationalise into foreign sales markets. By using a perspective based on resource-based theories, this paper explores supply-chain oriented capabilities that facilitate retail internationalisation. The research is based on a multiple case study of three Swedish retailers. Through the perspective of research based theories, specifically capabilities, the empirical data is studied in a single-case as well as a cross-case analysis. Findings reveal three supply chain-oriented capability categories (leadership capability, integration capability and learning capability) of importance for retail internationalisation. Resources necessary for the capabilities are to be found internally at the retailer, but also externally at other firms. This research adds to the market-oriented knowledge on retail internationalisation by adding a supply-chain oriented perspective. Further, it provides an understanding of the early phases of retail internationalisation.

    Place, publisher, year, edition, pages
    Routledge, 2019
    Keywords
    Supply-chain capabilities, retail internationalisation, resource-based theories (RBT), multiple case study, foreign establishment
    National Category
    Transport Systems and Logistics
    Identifiers
    urn:nbn:se:liu:diva-158603 (URN)10.1080/09593969.2019.1598467 (DOI)000470201900006 ()
    Available from: 2019-07-03 Created: 2019-07-03 Last updated: 2019-08-13Bibliographically approved
  • 80.
    Haag, Linnea
    et al.
    Linköping University, Department of Management and Engineering, Logistics & Quality Management. Linköping University, Faculty of Science & Engineering.
    Martinsen, Uni
    Linköping University, Department of Management and Engineering, Logistics & Quality Management. Linköping University, Faculty of Science & Engineering.
    Sandberg, Erik
    Linköping University, Department of Management and Engineering, Logistics & Quality Management.
    Operational capabilities for facilitating the internationalisation of retailers - A multiple case study of three Swedish retail companies2019Conference paper (Refereed)
  • 81.
    Haag, Linnea
    et al.
    Linköping University, Department of Management and Engineering, Logistics & Quality Management. Linköping University, Faculty of Science & Engineering.
    Martinsen, Uni
    Linköping University, Department of Management and Engineering, Logistics & Quality Management. Linköping University, Faculty of Science & Engineering.
    Sandberg, Erik
    Linköping University, Department of Management and Engineering, Logistics & Quality Management. Linköping University, Faculty of Science & Engineering.
    Supply chain capabilities for facilitating the internationalisation of retailers: a multiple case study of three Swedish retail companies2019In: International Review of Retail Distribution & Consumer Research, ISSN 0959-3969, E-ISSN 1466-4402, Vol. 29, no 3, p. 321-339Article in journal (Refereed)
    Abstract [en]

    Market-oriented aspects of retail internationalisation have received a lot of research attention since the 1990s. However, beyond these aspects lies also supply-chain oriented capabilities that are necessary for retailers to successfully internationalise into foreign sales markets. By using a perspective based on resource-based theories, this paper explores supply-chain oriented capabilities that facilitate retail internationalisation. The research is based on a multiple case study of three Swedish retailers. Through the perspective of research based theories, specifically capabilities, the empirical data is studied in a single-case as well as a cross-case analysis. Findings reveal three supply chain-oriented capability categories (leadership capability, integration capability and learning capability) of importance for retail internationalisation. Resources necessary for the capabilities are to be found internally at the retailer, but also externally at other firms. This research adds to the market-oriented knowledge on retail internationalisation by adding a supply-chain oriented perspective. Further, it provides an understanding of the early phases of retail internationalisation.

  • 82.
    Haag, Linnea
    et al.
    Linköping University, Department of Management and Engineering, Logistics & Quality Management. Linköping University, Faculty of Science & Engineering.
    Sandberg, Erik
    Linköping University, Department of Management and Engineering, Logistics & Quality Management. Linköping University, Faculty of Science & Engineering.
    Exploring key logistics characteristics supporting embeddedness in retailers’ geographical expansion2019In: International Review of Retail Distribution & Consumer Research, ISSN 0959-3969, E-ISSN 1466-4402, p. 1-26Article in journal (Refereed)
    Abstract [en]

    The purpose of this paper is to explore how the logistics organisation and operations support embeddedness in retailers’ geographical expansion. More specifically, this study identifies four key logistics characteristics that are crucial for geographical expansion and describes how each of these supports retailers’ embeddedness related to their geographical expansion. The findings illustrate how the characteristics: Centralised logistics control, Centralised logistics structure, Standardised logistics operations and Continuous learning and improvement, support societal, network and territorial embeddedness related to the geographical expansion of retailers. The paper is empirically grounded in an explorative, qualitative, multiple case study of three Swedish retailers that have geographically expanded their businesses. Company visits and interviews with a variety of informants, ranging from company owners to operational logistics staff, have been conducted.

  • 83.
    Haag, Linnea
    et al.
    Linköping University, Department of Management and Engineering, Logistics & Quality Management. Linköping University, Faculty of Science & Engineering.
    Sandberg, Erik
    Linköping University, Department of Management and Engineering, Logistics & Quality Management. Linköping University, Faculty of Science & Engineering.
    The role of the logistics platform in geographical expansion2017In: The 29th NOFOMA conference: Taking on grand challenges / [ed] Hellström, Kembro and Bodnar, Lund, 2017Conference paper (Refereed)
  • 84.
    Haro Vicente, Juan Carlos
    et al.
    Linköping University, Department of Management and Engineering, Logistics & Quality Management. Linköping University, Faculty of Science & Engineering.
    Sun, Emelie
    Linköping University, Department of Management and Engineering, Logistics & Quality Management. Linköping University, Faculty of Science & Engineering.
    Customer Loyalty in the Swedish Telecommunication Industry: A case study at Telia2015Independent thesis Advanced level (degree of Master (Two Years)), 20 credits / 30 HE creditsStudent thesis
    Abstract [en]

    There are two main purposes of this thesis. The first one is to get a better understanding of the aspects affecting customers’ loyalty in the telecommunication industry, in the context of when customers are using the services. The second purpose is to look into what the case company gains by having customers that are more loyal, where the degree of loyalty is measured by the Net Promoter Score metric.

    The methodology used to carry out the research is a case study with an approach that is both qualitative and quantitative. Where the quantitative approach has the largest share. Two datasets have been used in this thesis, one collected by the authors by sending out surveys and one collected beforehand at the case company. The survey created by the authors aim to let customers assess the satisfaction level with technical and non-technical aspects that can affect loyalty. The dataset that is already collected by the case company document the initial degree of loyalty of customers along with the revenue per customers over a period of years. The two datasets are used for the two different research purposes respectively. The statistical analysis for the data is conducted using the statistical tool Minitab.

    The findings for the first purpose are that our survey questions can be split into three categories using factor analysis. The categories are Perceived mobile multimedia quality, Perceived broadband multimedia quality and General perceptions. The first two categories are driving customer loyalty and the third category are indicators of customer loyalty. For the second purpose the findings are that the case company has different gains of more loyal customers depending on if the customers are either mobile or broadband customers. More loyal mobile customers stay longer as customers and also buy more. More loyal broadband customers only stay longer as customers.

    The practical implications of the findings are that the case company has to think of customer loyalty in new ways. There are more indicators of if a customer is loyal than the Net Promoter Score, these are for example customer satisfaction, perceived brand value, perceived overall quality, perceived customization etc. Therefore it would be better to measure customer loyalty not only with the Net Promoter Score Metric but to pick out 2-3 indicators to ask the customer and create an average index for all the questions that can represent the customers’ loyalty. Furthermore there are not a specific variable that drives customer loyalty more or less, several aspects are acting together in two high level groups. Another practical implication is that the gains of more loyal customers are higher for mobile customers since they buy more from the case company and stay longer as customers. However, for broadband customers, they only stay longer. Therefore the Net Promoter Score is not as useful to track for broadband customers. Either the broadband customers should have more opportunities to buy more or another metric should be used for broadband customers.

  • 85.
    Hemilä, Jukka
    et al.
    VTT Technical Research Centre of Finland, Espoo, Finland.
    Sandberg, Erik
    Linköping University, Department of Management and Engineering, Logistics & Quality Management. Linköping University, Faculty of Science & Engineering.
    Pal, Rudrajeet
    University of Borås, Borås, Sweden.
    Aminoff, Anna
    VTT Technical Research Centre of Finland, Espoo, Finland.
    Reverse supply chain relationship to circular economy2016In: The Proceedings of 21st International Symposium on Logistics (ISL 2016): Sustainable Transport and Supply Chain Innovation / [ed] KS Pawar and KM Tsai, Nottingham, UK: Centre for Concurrent Enterprise, Nottingham University Business School , 2016, p. 217-223Conference paper (Refereed)
    Abstract [en]

    Most of the focus in logistics and supply chain research has been on forward logistics, but the reverse supply chain (RSC) has been studied for more than a decade. Meanwhile, the Circular Economy (CE) has gathered a lot of attention in recent years from management sciences as well as companies offering a practical alternative to the current linear economic model. The purpose of this paper is to analyze the relationship of these two concepts of RSC and CE, especially in terms of value creation. The study also suggests how to develop a sustainable business model by following RSC and CE concepts. The paper indicates future research questions and hypotheses for these topics.

  • 86.
    Holmberg, Erik
    et al.
    Linköping University, Department of Management and Engineering, Logistics & Quality Management.
    Simm, Niklas
    Linköping University, Department of Management and Engineering, Logistics & Quality Management.
    Utvärdering av åtgärder för minskad energianvändning för PostNord Sveriges transporter i Norrköping2018Independent thesis Advanced level (degree of Master (Two Years)), 20 credits / 30 HE creditsStudent thesis
    Abstract [sv]

    År 2014 utfärdades Lag om energikartläggning i stora företag(SFS 2014:266). Lagen syftar till att minska stora företags miljöpåverkan genom att främja minskat energianvändande. PostNord Sverige omfattas av lagen och ville med den här studien få hjälp att identifiera och utvärdera åtgärder som kan minska energianvändning för transport av brev- och paketflöden. Studien utfördes på PostNord Sveriges transporter inom DO Norrköping, då PostNord Sverige ansåg DO Norrköping som ett representativt område för hela verksamheten. Området innefattar såväl stadsmiljö som landsbygd.

    Studiens syfte var att “identifiera logistiska åtgärder som ämnar minska energianvändandet för PostNord Sveriges transporter i Norrköping. Vidare syftar arbetet till att utvärdera åtgärderna med hänsyn till energiförändring och kostnad”. Åtgärderna identifierades genom litteratursökning där tre olika typer av studier granskades; kurslitteratur inom hållbar logistik, litteraturstudie av miljöåtgärder för transporter och intervjustudie med logistikföretag. Åtgärderna som utvärderas var Byte av drivmedel, byte till drivmedel med lägre energiinnehåll; Eco-driving, smart körning för minskad bränsleförbrukning; Däck, upprätthålla korrekt lufttryck alternativt byta till bränslesnålare däck; Samlastning, sammanslagning av brev- och paketflöden; Ruttoptimering, optimering av rutter med hänseende på energianvändning.  

    Åtgärderna utvärderades genom att tillämpa teorier från litteratur på ett verkligt fall. Genom intervjuer med personer på PostNord Sverige med kompetenser kopplade till åtgärdernas område gavs en bild över verksamheten. Litteraturens teorier om hur åtgärderna skulle påverka systemet tillämpades på verksamheten och gav genom analys uppskattade effekter på energianvändning och transportkostnader. För samtliga åtgärder identifierades hinder som kunde påverka eller försvåra effekterna av åtgärderna. Hindren kunde ge en uppskattning om hur troligt det beräknade resultatet är och hur troligt det är att åtgärderna uppnår det beräknade resultatet.

    Samtliga undersökta åtgärder kan ge en minskad energianvändning för PostNord Sveriges transporter i DO Norrköping. Byte av drivmedelEco-driving och Däck anses alla vara åtgärder som kan ge relativt stora energibesparingar samtidigt som de är ekonomiskt hållbara och det inte kunnat identifierats några större hinder mot att genomföra åtgärderna. Var och en av dessa åtgärder uppskattas kunna ge energibesparingar inom intervallet 0,74 % - 3,40 %. För Samlastning och Ruttoptimering erhålls ingen konkret energibesparing men analyserna tyder på att det finns potential för att dessa åtgärder kan leda till energibesparingar för DO Norrköping. För både Samlastning och Ruttoptimering har flertalet hinder identifierats samtidigt som de kräver stora investeringar, men analyser av teori och det studerade systemet tyder på att det kan leda till stora energibesparingar. 

  • 87.
    Holmén, Karin
    et al.
    Linköping University, Department of Management and Engineering, Logistics & Quality Management.
    Jonsson, Alma
    Linköping University, Department of Management and Engineering, Logistics & Quality Management.
    Effektivisering av manuell hantering i terminal: En fallstudie inom tredjepartslogistik2017Independent thesis Advanced level (degree of Master (Two Years)), 20 credits / 30 HE creditsStudent thesis
    Abstract [sv]

    Denna rapport är en fallstudie på Bring som fokuserar på manuell hantering i terminal och hur den kan bli mer effektivt. Uppgiften utformades i samarbete med företaget. Bring har upplevt en ökad konkurrens på marknaden och strävar därför efter att effektivisera verksamheten för att kunna erbjuda lägre priser och kortare ledtider till kunderna. Syftet var att identifiera förslag på hur arbetet i terminalen i Jönköping kan effektiviseras på ett varaktigt sätt med avseende på kostnad och/eller ledtid utan negativ påverkan på Brings leveransservice samt urskilja de förslag med bäst potential.För att besvara syftet genomfördes litteraturstudier, empiriinsamling och analys. Analysen identifierade tio förbättringsförslag som sedan jämfördes med varandra för att identifiera de förslag som hade störst potential. Jämförelsen var baserad på förslagens varaktighet och möjliga besparingar.Två förbättringsförslag hade hög varaktighet och hög möjlig besparing och ansågs därför vara de förslag som hade störst potential. Dessa två innebär att skapa en standard för halvpallar och sluta svartplasta de färdigsorterade pallarna. Att skapa en standard för halvpallar tydliggör för terminalarbetare när halvpallar ska användas för att öka användningen av halvpallar och uppnå minskade fraktkostnader. Studien visar att en ändring från helpall till halvpall i genomsnitt ger en besparing på 417 kostnadsenheter per pall. Att sluta svartplasta färdigsorterade pallar innebär att de färdigsorterade pallarna från Kund 1 endast behöver skannas och köras till porten. Detta minskar hanteringen av pallar och kostnader för svartplast och ger en genomsnittlig besparing på 88 kostnadsenheter per pall.I studien togs även ställning till vilka förslag som har största potential av förslagen med hög varaktighet och låg möjlig besparing, och förslagen med låg varaktighet och hög möjlig besparing. I det här fallet ansågs förslagen med låg varaktiga och hög möjlig besparing ha större potential än de med hög varaktighet och låg möjlig besparing. Detta beror på att förslagen med låg varaktighet klassificerades på det viset eftersom de innebar förändringar hos kunden och den här studien visar inte hur villiga kunder är inför att genomföra förändringar. Om dessa förslag studeras djupare och det visar sig att kunderna är positiva till att genomföra förändringar, kan dessa förslag klassificeras med hög varaktighet och hög möjlig besparing och därför vara attraktiva för Bring.

  • 88.
    Huge-Brodin, Maria
    et al.
    Linköping University, Department of Management and Engineering, Logistics & Quality Management. Linköping University, Faculty of Science & Engineering.
    Martinsen Sallnäs, Uni
    Linköping University, Department of Management and Engineering, Logistics & Quality Management. Linköping University, Faculty of Science & Engineering.
    Karlsson, Matts
    Linköping University, Department of Management and Engineering, Applied Thermodynamics and Fluid Mechanics. Linköping University, Faculty of Science & Engineering. Linköping University, Center for Medical Image Science and Visualization (CMIV).
    Sustainable Logistics Service Providers: A strategic perspective on green logistics service provision2015In: Proceedings from the 20th Annual Logistics Research Network Conference: Resource Efficiency and Sustainability in Logistics and Supply Chain Management / [ed] Lim, M., Jones, C., Day, J. and Smith, S., Derby: The Chartered Institute of Logistics and Transport & Derby University , 2015, p. 1-8Conference paper (Refereed)
    Abstract [en]

    Purpose: Environmental sustainability is of increasing importance. The Logistics Service Industry is of specific interest: its impact from mainly transports is still increasing. However, the sustainability of any company also includes a long-term prosperous business. The purpose of this paper is to demonstrate how a hauler, as an example of a logistics service provider (LSP), through approaching environmental sustainability from an overall strategic business perspective, can succeed long-term.

    Research Approach: The paper builds on an in-depth case study of a medium sized privately held LSP. The case was selected as it stands out compared to its competitors with respect to environmental engagement and long-term commitment to sustainability related issues. Starting from a framework based on RBT (Resource Based Theory), the case is analysed regarding how various types of resources and dynamic capabilities can contribute to sustainable competitive advantage.

    Findings and Originality: The case study illustrates how an LSP can put various resources to work and how resources can be combined. It is demonstrated that these combinations of resources are valuable, rare and perfectly inimitable, and that they to a high extent are well established in the company, and hence not rely in certain individuals. The cases study further demonstrates how an LSP can sense possibilities, seize opportunities and, when needed, reshape its business accordingly, and hence possess critical dynamic capabilities. This research contributes by analysing an LSP that, in contrast to most of its competitors, has succeeded in making its sustainable development a strategic asset. This asset reaches beyond the commonly acknowledged efficiency gains, and is an interesting example of how an LSP through its dynamic capabilities can gain a unique position.

    Research Impact: The strategic perspective through an RBT lens has previously been applied to LSPs mainly in survey based research. The results of this paper are rare, as they build on a real-case situation of a successful and sustainable LSP, while the extant research of success among LSPs going greener mostly suggest future development to become successful. This paper suggests how sustainable development can become a strategic asset for an LSP, and how dynamic capabilities can support that. Theories on dynamic capabilities have previously only been applied to a very limited extent on the analysis of LSPs aiming for going greener

    Practical Impact: Based on this case, other LSPs may get inspiration to how they can develop their business to become more sustainable. The analysis points to that greening efforts cannot be seen in isolation, rather it is the combination of efforts, uniquely orchestrated for each case, that can make a difference. Therefore, the results point to relationships between various efforts, as well as how the different greening efforts fit the context of the LSP.

  • 89.
    Isaksson, Karin
    et al.
    Linköping University, Department of Management and Engineering, Logistics & Quality Management. Linköping University, Faculty of Science & Engineering.
    Evangelista, Pietro
    IRAT-CNR and Department of Management and Engineering, University of Naples Federico II.
    Huge-Brodin, Maria
    Linköping University, Department of Management and Engineering, Logistics & Quality Management. Linköping University, Faculty of Science & Engineering.
    Liimatainen, Heikki
    Transport Research Centre Verne, Tampere University of Technology, Tampere, Finland.
    Sweeney, Edward
    ESM Group, School of Engineering and Applied Science, Aston University, Birmingham, the UK.
    The adoption of green initiatives in logistics service providers - a strategic perspective2017In: International Journal of Business and Systems Research, ISSN 1751-200X, E-ISSN 1751-2018, Vol. 11, no 4, p. 349-364Article in journal (Refereed)
    Abstract [en]

    Logistics service providers (LSPs) have started to transform their operations and strategy to be more effective from a green perspective. One concern that is of particular interest of LSPs is how to create organisational green awareness and translate this into practice in their operations. The purpose of this paper is to investigate the roles of green strategic commitment and organisation in LSPs’ adoption of green initiatives. The data for this study were collected through a questionnaire survey, investigating a sample of LSPs operating in the Swedish, Finnish and Italian markets. From the literature analysis, a set of testable hypotheses was developed. The results indicate that there are relationships between the nature, as well as the scope, of functional involvement and the green strategic priority. The results further suggest that the inclusion of environmental consideration in the overall business strategy is positively related to the involvement and coordination of multiple functions as well as existence of a separate environmental function.

  • 90.
    Jansson, Sofie
    et al.
    Linköping University, Department of Management and Engineering, Logistics & Quality Management. Linköping University, Faculty of Science & Engineering.
    Delin, Frida
    Linköping University, Department of Management and Engineering, Logistics & Quality Management. Linköping University, Faculty of Science & Engineering.
    Process for preparing work instructions: A multiple case study at Volvo Group Trucks Operations2015Independent thesis Advanced level (degree of Master (Two Years)), 20 credits / 30 HE creditsStudent thesis
    Abstract [en]

    A study made by Johansson, Fast-Berglund and Moestam (in press) shows that diversity regarding how information is used exists in global production networks. To be closer to markets, organizations have chosen to globalize their business which is one reason for why diversity arises. This because product types and brands historically have been different. One company that is currently working with improving consistency among processes is Volvo Group Trucks Operations (GTO). The company wants to evaluate how the process for preparing assembly work instructions looks like at different sites within their production network. This enables Volvo GTO to start their work towards a standardized process and uniformity.

    A starting point for this is to make a current state analysis of the process for preparing assembly work instructions when producing Volvo trucks, engines and transmissions in Sweden. The purpose is to identify key activities within the process and important factors to consider when standardizing the process. This is done on three sites, one for each area.

    Volvo GTO is the part of the Volvo Group that covers all production of engines and transmissions as well as the production of Volvo, Renault, Mack, and UD trucks. In 2012 the group choose to reorganize from brand based where each brand was an own organization to joint units, for example center of development, operations etc. This has led to a greater need of one common process for preparing assembly work instructions in order to create uniformity among the brands Volvo, Renault, Mack, and UD trucks.

    The result of the current state analysis shows that the process for preparing assembly work instructions is differently performed depending on the site studied. Despite this, some activities in each process are similar. These were found to be: design, review, time setting, time analysis, balancing, station marking, create assembly work instructions, and share information. Since some activities actually are similar, it would be possible to standardize the process for preparing assembly work instructions in the future. Important to consider when standardizing a process is to create awareness and involvement among employees. It is also important to have the management committed as well as uniformity among IT systems used when performing a process. One last thing to consider is that the process needs to be adaptable because sites are located all over the world and have different culture and regulations.

  • 91.
    Johannes, Erik
    et al.
    Linköping University, Department of Management and Engineering, Applied Thermodynamics and Fluid Mechanics. Linköping University, Faculty of Science & Engineering.
    Ekman, Petter
    Linköping University, Department of Management and Engineering, Applied Thermodynamics and Fluid Mechanics. Linköping University, Faculty of Science & Engineering.
    Huge-Brodin, Maria
    Linköping University, Department of Management and Engineering, Logistics & Quality Management. Linköping University, Faculty of Science & Engineering.
    Karlsson, Matts
    Linköping University, Department of Management and Engineering, Applied Thermodynamics and Fluid Mechanics. Linköping University, Faculty of Science & Engineering.
    Sustainable Timber Transport: Economic Aspects of Aerodynamic Reconfiguration2018In: Sustainability, ISSN 2071-1050, E-ISSN 2071-1050, Vol. 10, no 6, p. 1-18Article in journal (Refereed)
    Abstract [en]

    There is a need to reduce fuel consumption, and thereby reduce CO2-emissions in all parts of the transport sector. It is also well known that aerodynamic resistance affects the fuel consumption in a major way. By improving the aerodynamics of the vehicles, the fuel consumption will also decrease. A special type of transportation is that of timber, which is performed by specialized trucks with few alternative uses. This paper follows up on earlier papers concerning Swedish timber trucks where aerodynamic improvements for timber trucks were tested. By mapping the entire fleet of timber trucks in Sweden and investigating reduced fuel consumption of 2–10%, financial calculations were performed on how these improvements would affect the transport costs. Certain parameters are investigated, such as investment cost, extra changeover time and weight of installments. By combining these results with the mapping of the fleet, it can be seen under which circumstances these improvements would be sustainable. The results show that it is possible through aerodynamics to lower the transportation costs and make an investment plausible, with changeover time being the most important parameter. They also show that certain criteria for a reduced transportation cost already exist within the vehicle fleet today.

  • 92.
    Johansson, Anton
    et al.
    Linköping University, Department of Management and Engineering, Logistics & Quality Management.
    Sjöholm, Christoffer
    Linköping University, Department of Management and Engineering, Logistics & Quality Management.
    User Preferences of Application Attributes During Product Browsing: An Investigation of Customer Experience in Fashion E-Commerce2019Independent thesis Advanced level (degree of Master (Two Years)), 20 credits / 30 HE creditsStudent thesis
    Abstract [en]

    In a fast-changing retail environment, including hard competition and demanding consumers, the customer experience of the purchasing service is crucial to gain a competitive advantage. Since consumers are to some extent moving from offline to online, and from desktop shopping to purchasing clothing in a mobile application, there is a need for investigating consumers expectations of their experience of a mobile application. The existing and performance of attributes and functions determines the satisfaction of the user experience, which is why it is reasonable to investigate expectations concerning attributes.

    The finding and classification of quality attributes in mobile applications in the fashion industry was the main goal of this thesis. Attributes were found using a qualitative study including 16 interviews, where respondents field tested already existing applications. The reasonability to further investigate these attributes was confirmed by a literature research. After finding 35 relevant attributes, these were investigated and analysed using the Theory of Attractive Quality and a 5-level Kano questionnaire.

    The analysis was conducted using the Theory of Attractive Quality, classifying attributes according to the Kano chart of evaluation. Further, each attribute was analysed using tools such as better/worse diagrams and self-stated importance values. The classification results from the questionnaire were that “Choose product size” was categorised as Must-Be, “Loading speed” as One-Dimensional, eight quality attributes were combinations of classifications, and 25 were classified as Indifferent. A number of 510 respondents answered the questionnaire.

    The classification of attributes implies that customers are rather indifferent to attributes during their shopping experience. However, further analysis concludes that even though many attributes are classified as Indifferent, many attributes need to be considered, according to the better/worse values and diagrams, which are useful regarding resource allocation.

    According to the classification and better/worse diagrams, one can distinguish a difference between genders: male respondents proved to be more indifferent to their shopping experience than females. Analysis of the data also shows a difference between age groups. The two youngest age groups including respondents born in 1990-1994 and 1995-2000, had higher better and worse values, implying that younger people expect more from their shopping user experience.

    Conclusively, this report resulted in an overview of consumers’ expectations regarding their experience when shopping in a fashion mobile application. The Theory of Attractive Quality is a useful method when measuring perceived and expected quality; however, each investigative occasion demands different method setup, adjusting for specific attribute types, as well as business. Some improvements can be made regarding the Theory of Attractive Quality, increasing the chances of a better result.

  • 93.
    Johansson, Elisabeth
    Linköping University, Department of Management and Engineering, Logistics & Quality Management. Linköping University, Faculty of Science & Engineering.
    Understanding Solution Quality2016Doctoral thesis, comprehensive summary (Other academic)
    Abstract [en]

    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 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.

    List of papers
    1. Changing quality initiative - does the quality profile really change?
    Open this publication in new window or tab >>Changing quality initiative - does the quality profile really change?
    2013 (English)In: Total Quality Management and Business Excellence, ISSN 1478-3363, E-ISSN 1478-3371, Vol. 24, no 1, p. 79-90Article in journal (Refereed) Published
    Abstract [en]

    A firm working with quality management over time may change from total quality management to Six Sigma to lean production, but does this actually change the firm's quality profile? This paper seeks to identify specific quality profiles in service firms and how these profiles change over time. The empirical investigation is based on self-assessment studies conducted in 138 Swedish service firms. The results show that service firms often build up a specific quality profile, which they retain over time. The paper develops theoretical and managerial implications based on the research.

    Place, publisher, year, edition, pages
    Routledge, 2013
    Keywords
    quality management; quality profile; quality principles; change management
    National Category
    Business Administration
    Identifiers
    urn:nbn:se:liu:diva-89629 (URN)10.1080/14783363.2012.707868 (DOI)000327929600006 ()
    Available from: 2013-02-28 Created: 2013-02-28 Last updated: 2017-12-06
    2. Using interventions to change the quality profile of an organisation
    Open this publication in new window or tab >>Using interventions to change the quality profile of an organisation
    2013 (English)In: International Journal of Quality and Service Sciences, ISSN 1756-669X, E-ISSN 1756-6703, Vol. 5, no 1, p. 32-45Article in journal (Other academic) Published
    Abstract [en]

    Purpose − The purpose of the present study is to investigate how a quality profile can evolve over time and, in particular, how different kinds of interventions can further develop or 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 sector.

    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 moreinterventions. However, even if a quality principle is targeted, there is no guarantee that the quality principle will show improvement in the quality profile. Also, One main finding is that the quality profile becomes more even over time due to 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 evolution of the quality profile of an organisation.

    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
    Emerald Group Publishing Limited, 2013
    Keywords
    Quality management, Quality principles, Quality profile, Service organisations
    National Category
    Business Administration Production Engineering, Human Work Science and Ergonomics
    Identifiers
    urn:nbn:se:liu:diva-88729 (URN)10.1108/17566691311316239 (DOI)
    Available from: 2013-02-15 Created: 2013-02-15 Last updated: 2017-12-06Bibliographically approved
  • 94.
    Johansson, Elisabeth
    et al.
    Linköping University, Department of Management and Engineering, Logistics & Quality Management. Linköping University, Faculty of Science & Engineering.
    Raddats, Chris
    University of Liverpool Management school.
    Witell, Lars
    Linköping University, Department of Management and Engineering, Business Administration. Linköping University, Faculty of Arts and Sciences.
    Radical and incremental service innovation in manufacturers: The impact of customer involvement2015In: 13 th international Research Symphosium on Service Excellence in Management, Shanghai, June 19-21, 2015, 2015Conference paper (Refereed)
  • 95.
    Johansson, Elisabeth
    et al.
    Linköping University, Department of Management and Engineering, Logistics & Quality Management. Linköping University, Faculty of Science & Engineering.
    Raddats, Chris
    Univ Liverpool, England.
    Witell, Lars
    Linköping University, Department of Management and Engineering, Business Administration. Linköping University, Faculty of Arts and Sciences. Karlstad Univ, Sweden.
    The role of customer knowledge development for incremental and radical service innovation in servitized manufacturers2019In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 98, p. 328-338Article in journal (Refereed)
    Abstract [en]

    Service innovation is a key driver of service infusion for manufacturers. Although service innovation is widely researched for service firms, it is less explored for service infusion in manufacturers. Existing research about service infusion considers developing customer knowledge in sales and service delivery, but there is scarce research about how manufacturers develop customer knowledge during new service development (NSD). This study investigates customer knowledge development within manufacturers and considers how it differs between the development of incremental and radical service innovations. A study was undertaken with 239 European manufacturers which revealed multiple drivers of customer knowledge development, service innovation performance, and firm performance. Developing incremental service innovations are more successful when customers participate in NSD teams while developing radical service innovations leads manufacturers to higher firm performance.

  • 96.
    Johansson, Elisabeth
    et al.
    Linköping University, Department of Management and Engineering, Logistics & Quality Management. Linköping University, Faculty of Science & Engineering.
    Witell, Lars
    Linköping University, Department of Management and Engineering, Business Administration. Linköping University, Faculty of Arts and Sciences.
    Elg, Mattias
    Linköping University, Department of Management and Engineering, Logistics & Quality Management. Linköping University, HELIX Vinn Excellence Centre. Linköping University, Faculty of Science & Engineering.
    Quality Profiles of Service Firms2011In: 12th International Research Symposium on Service Excellence in Management, Ithaca, June 2-5, 2011, 2011Conference paper (Refereed)
  • 97.
    Johansson, Elisabeth
    et al.
    Linköping University, Department of Management and Engineering, Logistics & Quality Management. Linköping University, Faculty of Science & Engineering.
    Witell, Lars
    Linköping University, Department of Management and Engineering, Business Administration. Linköping University, Faculty of Arts and Sciences.
    Gremyr, Ida
    Elg, Mattias
    Linköping University, Department of Management and Engineering, Logistics & Quality Management. Linköping University, HELIX Vinn Excellence Centre. Linköping University, Faculty of Science & Engineering.
    Quality of solutions, products and services in manufacturing firms2014In: Thessaloniki, June 13-15, 2014, 2014Conference paper (Refereed)
  • 98.
    Johansson, Elisabeth
    et al.
    Linköping University, Department of Management and Engineering, Logistics & Quality Management. Linköping University, Faculty of Science & Engineering.
    Witell, Lars
    Linköping University, Department of Management and Engineering, Business Administration. Linköping University, Faculty of Arts and Sciences.
    Rönnbäck, Åsa
    Chalmers Tekniska Högskola.
    Why changing a quality profile is easier said than done2011In: 12th International Research Symposium on Service Excellence in Management, Ithaca, June 2-5, 2011, 2011Conference paper (Refereed)
  • 99.
    Johansson, Henrik
    Linköping University, Department of Management and Engineering, Logistics & Quality Management. Linköping University, Faculty of Science & Engineering.
    Urban Consolidation Centres: On Relationships between Customer Needs and Services in City Logistics2018Licentiate thesis, comprehensive summary (Other academic)
    Abstract [en]

    Urban Consolidation Centres (UCCs) are often conceived as an enabler to alleviate negative effects associated with distribution of goods in cities, such as traffic congestion and hazardous emissions. UCCs not only have the potential to reduce these effects but also provide alternative distribution solutions by introducing new transhipment points. Despite their potential, UCCs often fail to be self-supporting and are often dependent on subsides, which is not considered to be sustainable in the long run. In response, this thesis takes its point of departure in the two business models elements value propositions and target customers. A business model is often viewed as an enabler to generate revenue and UCCs have the potential to generate revenue by offering services to their customers, and the customers pay for the services. To understand how customers can benefit from UCCs and provide arguments why they should use these, it is important to understand the relationship between customers’ needs and the services UCCs can provide. The purpose of this thesis is to identify and describe the potential relationship between needs of UCC customers and UCC services.

    The research in the thesis is both explorative and descriptive, where a first step is to identify customer needs, UCC services, and value propositions. The descriptive part is to describe them and it is also the foundation for understanding the relationship between customer needs and UCC services. Through the analysis and discussion, multiple customer needs are identified and described for seven customer groups and the UCC operator; all of which could be considered customers of UCCs. The thesis also adds to the UCC literature with three new identified UCC services: e-commerce with used products, advertisement, and registration in computer system. The outcome of the analysis also provides illustrations of how customer needs can be matched with UCC services. For the most studied customer group, receiver of goods, a total of 29 different matches were identified, which illustrates the possibilities but also the complexity of the relationships. To understand the relationship, three different types of gaps were also identified that have implications for future research.

    The main contributions to research and the UCC literature in particular are enlargement of the scope of customers and the illustration of the relationships between customer needs and UCC services. The illustrations include contributions such as identifying, mapping and describing the customer needs, UCC services, and value propositions. An important first step is to understand how customer needs and UCC services can be linked, and this thesis provides examples of how this can be achieved. Viewing every stakeholder as a potential customer opens up the opportunity to fulfil their needs and the potential to generate revenue, which in turn could close the gap in the problem of non-self-supporting UCCs. Furthermore, with self-supporting UCCs, the number of freight vehicles can be reduced and this may lead to more attractive cities with less traffic congestion and lower emissions.

    List of papers
    1. Urban Consolidation Centre: a Literature Review, Categorisation and a Future Research Agenda
    Open this publication in new window or tab >>Urban Consolidation Centre: a Literature Review, Categorisation and a Future Research Agenda
    2016 (English)In: LRN conference 2016: proceedings, 2016Conference paper, Published paper (Refereed)
    National Category
    Transport Systems and Logistics
    Identifiers
    urn:nbn:se:liu:diva-131362 (URN)
    Conference
    Logistics Research Network Annual Conference 2016, Hull, UK, September 7-9, 2016
    Projects
    Affärsmodeller för citylogistik
    Funder
    VINNOVA
    Available from: 2016-09-15 Created: 2016-09-15 Last updated: 2019-05-09Bibliographically approved
    2. Critical factors for viable business models for urban consolidation centres
    Open this publication in new window or tab >>Critical factors for viable business models for urban consolidation centres
    2017 (English)In: Research in Transportation Economics, ISSN 0739-8859, E-ISSN 1875-7979, Vol. 64, p. 36-47Article in journal (Refereed) Published
    Abstract [en]

    Abstract Although urban consolidation centres (UCC) worldwide have improved urban freight distribution and reduced externalities, other UCC initiatives have not materialised due to problems such as for example, business model limitations. All the same, researchers have rarely described business model components relevant to city logistics. In response, the purpose of this article is to analyse critical factors for viable business models of city logistics initiatives involving UCCs. Following an extensive literature review and multiple-case study of five initiatives with UCCs, we identified seven critical factors of viable city logistics business models: the ability to scale up and down the UCC solution; an ability to continuously develop and adapt to a dynamic environment; the important entrepreneurial role of the initiator as well; the acknowledgment of society; ability to innovate new services; logistics and supply chain management competence; and the ability to take full advantage of advanced IT. All seven factors describe continuously redeveloped business models seeking to seize new and unexpected opportunities, yet also indicate that city logistics systems require local authorities and municipalities to act as initiators, enablers, and customers. The models also underscore differences between purely commercial and purely municipal city logistics initiatives.

    Place, publisher, year, edition, pages
    Elsevier, 2017
    Keywords
    Urban logistics, Business models, Critical factors, Urban consolidation centres
    National Category
    Transport Systems and Logistics
    Identifiers
    urn:nbn:se:liu:diva-144226 (URN)10.1016/j.retrec.2017.09.009 (DOI)
    Funder
    VINNOVA
    Available from: 2018-01-11 Created: 2018-01-11 Last updated: 2019-05-09
    3. Urban consolidation centres: retail stores demands for UCC services
    Open this publication in new window or tab >>Urban consolidation centres: retail stores demands for UCC services
    2017 (English)In: International Journal of Physical Distribution & Logistics Management, ISSN 0960-0035, E-ISSN 1758-664X, Vol. 47, no 7, p. 646-662Article in journal (Refereed) Published
    Abstract [en]

    Purpose - Urban consolidation centres (UCCs) are often conceived to improve services in retail stores and potentially reduce costs. However, few studies have examined how retail stores perceive the services a UCC could provide. The purpose of this paper is to explore retail stores potential demands for different services that a UCC could provide in order to foster the development and implementation of UCC solutions aimed towards more economically feasible business models. Design/methodology/approach - Structured interviews were conducted with employees at 72 retail stores. Qualitative, as well as quantitative analyses, were conducted to identify the potential demands of the retail stores. Findings - The authors have provided arguments why retail stores might be interested in UCC services, and thereby potentially pay for them. Improved customer service to stores customers might not be a valid argument. The authors point to the cost aspect: stores expend resources that a UCC could provide in a more cost-efficient manner. Research limitations/implications - The findings contradict previous studies to some extent, as it indicates that a UCC may actually not enhance customer service in retail stores. Instead, the findings point to the importance of considering the potential advantages according to economies of scale that are facilitated by UCC services. Practical implications - Taking the perspective of the stores is important in order to identify arguments for why they should pay for the services provided by a UCC. Social implications - Financially viable UCC solutions are needed in order for the initiatives to be maintained and thereby provide a long-term decrease in the environmental and social footprints caused by urban freight. Originality/value - This study answers the call for research addressing retailers perspective in urban logistics, as it takes a demand-driven perspective of the development of UCC services. Furthermore, by highlighting services requested by retail stores, it can guide the financing of UCC initiatives, an aspect that has been lacking.

    Place, publisher, year, edition, pages
    EMERALD GROUP PUBLISHING LTD, 2017
    Keywords
    Customer service; Business model; Urban freight; City logistics; Receivers; Urban consolidation centre; Urban distribution
    National Category
    Business Administration
    Identifiers
    urn:nbn:se:liu:diva-140529 (URN)10.1108/IJPDLM-02-2017-0114 (DOI)000407286000005 ()
    Conference
    Annual Nordic Logistics and SCM Researchers Conference (NOFOMA)
    Note

    Funding Agencies|VINNOVA; Swedens Innovation Agency

    Available from: 2017-09-11 Created: 2017-09-11 Last updated: 2019-05-09
  • 100.
    Johansson, Henrik
    et al.
    Linköping University, Department of Management and Engineering, Logistics & Quality Management. Linköping University, Faculty of Science & Engineering.
    Björklund, Maria
    Linköping University, Department of Management and Engineering, Logistics & Quality Management. Linköping University, Faculty of Science & Engineering.
    Urban Consolidation Centre: a Literature Review, Categorisation and a Future Research Agenda2016In: LRN conference 2016: proceedings, 2016Conference paper (Refereed)
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