Theory and practice of customer-related improvements: a systematic literature review

Gyllenhammar, Daniel; Eriksson, Erik; Eriksson, Henrik

doi:10.1080/14783363.2022.2038558

Cited by 6 publications

(9 citation statements)

References 75 publications

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“…This chapter puts forward eight propositions to serve the purpose to increase the understanding of how improvements can be facilitated in a multi-actor public service system, filling the research gap displayed by Gyllenhammar et al (2022). This is done by addressing the first research question (RQ) "What hinders a joint understanding of improvements and their interconnections in a multi-actor public service system?"…”

Section: Discussionmentioning

confidence: 99%

“…The research process utilizes a similar approach as that IJQRM described by Svensson et al (2015) as interactive research, where the practitioners and researchers are collaborating to solve a joint problem, through diverging and converging in their conceptualization and interpretation of the subject. This oscillating approach between joint and separate problem solving between practitioners and researchers enables the possibility to utilize the strength of being close to the research object (Gyllenhammar et al, 2022) and also see the details as being distant, enabling reflection and deeper theorization (Jeanes and Huzzard, 2014). Moreover, at the points of interaction between practitioners and researchers, observational notes were taken regarding the discussions to further facilitate understanding and the knowledge generated during each practitioner-researcher session.…”

Section: Methodsmentioning

confidence: 99%

“…, 2017; Prebble, 2021). However, there is a research gap when it comes to how improvements are to be done in systems involving multiple actors (Gyllenhammar et al. , 2022).…”

Section: Introductionmentioning

confidence: 99%

“…Furthermore, decision makers of public administrations often struggle to create value for society, as whatever decision they make becomes the wrong decision from some actor's perspective (Geuijen et al, 2017;Prebble, 2021). However, there is a research gap when it comes to how improvements are to be done in systems involving multiple actors (Gyllenhammar et al, 2022).…”

Section: Introductionmentioning

confidence: 99%

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How to facilitate improvements in public service systems: propositions for action

Gyllenhammar

Hammersberg

2022

IJQRM

Self Cite

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PurposeThe purpose of this article is to increase the understanding of how improvements can be facilitated in a public service containing multiple actors in terms of identifying, aligning and prerequisites for the improvements.Design/methodology/approachThe research utilizes an interactive research approach where data were gathered though a conference, workshop and a survey. The study alternately combines quality management methods such as affinity and interrelationship diagrams with computer aided text mining and latent semantic analysis.FindingsThe research shows that practitioners must consider interconnectedness between improvements and benefits that are crossing organizational levels of the public service system as well as professional borders. In public service systems, the complex reality can be better understood when improvements and benefits are classified into different organizational layers and an interconnectedness and sequence of improvement areas are acknowledged.Research limitations/implicationsThe research is set in the Swedish public service of the tax-paid sick leave insurance. Future research would benefit by investigating similar cases in other nations and other services.Practical implicationsThe used methodology can be applied by practitioners to enhance a unified understanding of the system required to improve. The study also guides practitioners for how to support, relive hinders and prioritize improvements.Originality/valueThe research fills a gap of understanding of improvements in public services with multiple actors. As this area is difficult to improve, a novel combination of qualitative and quantitative methods paved the way for deeper and more unified understanding of the system.

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Section: Discussionmentioning

confidence: 99%

Section: Methodsmentioning

confidence: 99%

“…, 2017; Prebble, 2021). However, there is a research gap when it comes to how improvements are to be done in systems involving multiple actors (Gyllenhammar et al. , 2022).…”

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 2 more Smart Citations

How to facilitate improvements in public service systems: propositions for action

Gyllenhammar

Hammersberg

2022

IJQRM

Self Cite

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“…Nevertheless, it also covers all events or hazards concerning the organization that is likely to impact the public (interruption of a service rendered, degradation of the environment, endangerment of others, facts and decisions that may interest shareholders.) [40].…”

Section: ) Challenges Of the Communication Strategymentioning

confidence: 99%

The Quality Management System Implementation Issues in Agribusiness Industries: Evidence from the Guinea Republic

Diakite

PIERRE²,

Wenfang³

et al. 2023

EJFOOD

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This paper investigates the challenges of quality management system implementation in agribusiness in Guinea. We explore the issues encountered by the agribusiness managers in the Guinea Republic. In this study, the Delphi and AHP techniques are used to determine the problems the agri-food industries in Guinea face when setting up a quality management system. We looked into what caused problems and what managers thought about the need for ISO 9001 certification in Guinea’s agribusiness industries. We also look at the activity reports of the Guinean Institute of Standardization and Metrology (IGNM) and the National Office of Quality Control (ONCQ) to learn more about the problems. Our findings show that the main issue is that more national quality management experts are needed to assist agribusiness. It also shows that agribusiness leaders are willing to get ISO 9001 certification and use a quality management system. Nevertheless, the high cost of certification and the amount of paperwork are big problems that make it hard to reach that goal. The results of this paper will fill a gap in the literature and allow the Guinean government to take steps to help the agribusiness industries set up quality management systems.

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Culture-driven quality enhancement: Uncovering the impact of robotics integration in the South African construction sector

Faltein,

Sukdeo

2024

Ain Shams Engineering Journal

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Theory and practice of customer-related improvements: a systematic literature review

Cited by 6 publications

References 75 publications

How to facilitate improvements in public service systems: propositions for action

How to facilitate improvements in public service systems: propositions for action

The Quality Management System Implementation Issues in Agribusiness Industries: Evidence from the Guinea Republic

Culture-driven quality enhancement: Uncovering the impact of robotics integration in the South African construction sector

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