Papers by Henrik Eriksson
Chalmers Publication Library (CPL) offers the possibility of retrieving research publications pro... more Chalmers Publication Library (CPL) offers the possibility of retrieving research publications produced at Chalmers University of Technology. It covers all types of publications: articles, dissertations, licentiate theses, masters theses, conference papers, reports etc. Since 2006 it is the official tool for Chalmers official publication statistics. To ensure that Chalmers research results are disseminated as widely as possible, an Open Access Policy has been adopted. The CPL service is administrated and maintained by Chalmers Library.
International Journal of Quality and Service Sciences, 2012
To use Total Quality Management (TQM) has for some time been a major management strategy to incre... more To use Total Quality Management (TQM) has for some time been a major management strategy to increase competitiveness and financial results. TQM can be considered as a management system consisting of values, methodologies and tools with the aim to increase external and internal customer satisfaction with a reduced amount of resources. One way of working with TQM and its values, methodologies and tools is to participate in a quality award process. The purpose of this paper is to present some research results related to the organizational value of participating in such a process.
The question of whether an adoption of total quality management (TQM) improves the financial perf... more The question of whether an adoption of total quality management (TQM) improves the financial performance has been discussed for several years. Various studies have been conducted to examine the impact of TQM on financial performance, but there is still disagreement concerning the effectiveness of TQM. This paper presents a study of Swedish quality award recipients, which are compared to branch indices and to identified competitors.
This article describes how an Innovation Engine was developed and used at Sahlgrenska University ... more This article describes how an Innovation Engine was developed and used at Sahlgrenska University Hospital to stimulate change and what experience and results it generated. The principles behind the methodology were incremental change, self-assessment, everyone's involvement and learning. The data were collected in interviews and analyzed using a content analysis approach. The strengths, weaknesses, opportunities and threats were analyzed and mapped to context, content, process and output. The evaluation shows that the methodology has advantages concerning involvement and dialogue but needs improvement in terms of information about the project. Examples of how the Innovation Engine can be applied are discussed.
Quality Innovation Prosperity, 2012
International Journal of Quality and Service Sciences, 2015
ABSTRACT Purpose The purpose of this study is to identify possible correlations between the state... more ABSTRACT Purpose The purpose of this study is to identify possible correlations between the stated ‘enablers’ and ‘results’ in excellence models, and to explain how different variables contribute to the ‘enablers’ and ‘results’. A cross-case study of two different excellence models, the Common Assessment Framework (CAF) in Italy and the Swedish Institute for Quality’s (SIQ) model for performance excellence, is proposed. Design/methodology/approach The study is based on the evaluation of assessment reports of public organizations across two countries, Italy and Sweden. Canonical correlation was used for data analysis. Two hypotheses were formulated: 1)There is a correlation between ‘enablers’ and ‘results’ in the CAF model, and 2)There is a correlation between ‘enablers’ and ‘results’ in the SIQ Model. Findings The results show that the hypotheses are supported. It turned out that the correlation is higher for the SIQ model than for the CAF model. For the CAF model, ‘Strategy and Planning’ is the main contributor to the ‘enablers’ and for the SIQ model, ‘Human Resource Development’ is the main contributor. For the ‘results’ set, similar criteria provide the strongest contributor for both models; these are ‘Customer/citizen-oriented Results’ for the CAF and ‘Customer Satisfaction’ for the SIQ. Originality/value The paper contributes with knowledge gained from a cross-case analysis of two different excellence models applied in public sector organizations, the CAF in Italy and the SIQ model for performance excellence in Sweden. The paper also contributes to an ongoing discussion of a need of excellence models being adapted specifically for the public sector; from this study no support for such a sector specific model is shown.
The TQM Magazine, 2004
One way for organisations to support Total Quality Management (TQM) and its values, methodologies... more One way for organisations to support Total Quality Management (TQM) and its values, methodologies and tools, and hence try to increase customer satisfaction is to participate in a quality award process. Many previous studies investigating the organisational value of participating in a quality award have focused on quality award recipients. However, most of the organisations applying for a quality award do not receive any award. Instead, one of the main incentives of participating in a quality award process can be the identification of improvement areas, which can later be transformed into actual improvements. The executed improvements can result in, for example, a greater customer orientation, more effective and efficient processes, better employee relations, and an increased profitability. The purpose of this study is to explore the organisational value of participating in a quality award process. The study is based on interviews at 29 organisations that have participated in the process of the Swedish Quality Award. The main conclusion from this study is that most of the organisations consider the process orientation, customer orientation and improvement work to have been improved as a result of the participation in the quality award process. However, there are also obstacles to surmount in order to benefit fully from the process. Two main obstacles are difficulties in finding resources within the organisation to perform mandatory work and implement identified improvements, and difficulties in applying the circumstantial model used in the quality award process.
The TQM Magazine, 2003
One way to stimulate Total Quality Management (TQM) efforts in an organisation is to work with a ... more One way to stimulate Total Quality Management (TQM) efforts in an organisation is to work with a quality award. This paper presents a case study, including both interviews and document studies, of a unit within the Swedish National Road Administration that has worked with an in-company quality award. The purpose of the case study was to study how a unit experiences and is affected by the work connected with an in-company quality award. Some positive experiences and effects were recognised, such as a perceived improved customer orientation, a comprehensive view, a degree of participation by everyone, systematic improvement work and an increase in the average score from the examiners. The perceived main disadvantage is the amount of work that the in-company quality award requires, especially in the phase of description of activities.
Total Quality Management & Business Excellence, 2013
The study describes different applications of process orientation and associates the applications... more The study describes different applications of process orientation and associates the applications with organizational performance and inhibiting factors. The objective of the study is to analyze potential differences between the various applications of process orientation and thus to empirically validate what organizations actually do when managing their processes.
The TQM Journal, 2008
Process orientation in one form or another has become a feature in the organizational language of... more Process orientation in one form or another has become a feature in the organizational language of many health care organizations. The objective of the present study was to investigate if different applications of process orientation exist and how these are characterised. Furthermore, the objective was to investigate how the applications of process orientation relate to the line organization. A questionnaire with the purpose to capture the respondents' attitude towards their process initiatives was sent out to people with the explicit knowledge of process orientation within the Region of Västra Götaland. A total of 178 individuals were questioned (response rate 68%). Based on the results, this study suggests that process orientation can be classified into three various applicationsprocess view, process mapping, and process management. On overall, the study also illustrates a fairly low application of process orientation. Worth noticing is that the perceived gap between present status and what is regarded as desired is totally one-sidedno one states that is would be desirable with less process orientation. By viewing process orientation as a spectrum of applications, the study contributes to a more nuanced debate on process orientation.
Measuring Business Excellence, 2002
The question of whether an adoption of total quality management (TQM) improves the financial perf... more The question of whether an adoption of total quality management (TQM) improves the financial performance has been discussed for several years. Various studies have been conducted to examine the impact of TQM on financial performance, but there is still disagreement concerning the effectiveness of TQM. This paper presents a study of Swedish quality award recipients, which are compared to branch indices and to identified competitors.
International Journal of Quality and Service Sciences, 2012
International Journal of Quality & Reliability Management, 2005
The striving for business improvement and stronger customer orientation causes many organisations... more The striving for business improvement and stronger customer orientation causes many organisations to participate in a quality award process. This study presents a case study of three organisations that have participated in the Swedish Quality Award process. The cases were selected in order to clarify how this award process could be used to improve organisational performance. The study focuses primarily on analyses of soft measures such as organisational core values. Several examples of approaches to how to benefit from a quality award process, and thereby to improve organisational performance, are provided. The studied organisations have been successful in their development and communication of visions, and also in their empowerment of employees. Specifically, the core values of customer orientation, process orientation, continuous improvement, committed leadership and participation by everyone have been strengthened. Findings from the case studies indicate that if the goal is to get lasting results, it is not sufficient to participate in a quality award process only once. Instead one should participate in the process several times, with enough time in between the applications in order to complete as many as possible of the improvement projects resulting from the evaluations.
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Papers by Henrik Eriksson