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Göingemodellen - kundorientering i en kommun med LEAN som utgångspunkt
Mid Sweden University, Faculty of Science, Technology and Media, Department of Quality Management and Mechanical Engineering.
2018 (Swedish)Independent thesis Advanced level (degree of Master (One Year)), 10 credits / 15 HE creditsStudent thesis
Abstract [sv]

Utvecklingen inom offentlig förvaltning visar allt tydligare att det är nödvändigt med en ökad kundorientering. Både för att möta medborgarnas krav men även för att skapa en effektivare tjänsteproduktion. Det finns dock få studier som konkret visar hur offentlig verksamhet kan öka sin kundorientering. Syftet med den här studien är att bidra till en ökad kunskap om kundorientering i kommunal sektor genom att identifiera framgångsfaktorer för den samma.En kvalitativ studie genomfördes i Östra Göinge kommun genom fokusgruppsintervjuer samt genom studier av ledningsfilosofin Göingemodellen som har en uttalad grund i Lean.Resultaten visar att de huvudsakliga framgångsfaktorerna för kundorientering enligt Göingemodellen är: en processorienterad organisation, en tydlig ledningsmodell, långtgående delegation och ett transparent arbetssätt.

Abstract [en]

Public administration development clearly shows that it is necessary to increase customer orientation. Both to meet citizens' demands, but also to create more efficient service production. However, there are few studies that will show how public sector can increase its customer orientation. The purpose of this study is to contribute to increased knowledge of customer orientation in the municipal sector by identifying success factors for those.A qualitative study was conducted in Östra Göinge municipality through focus group interviews and through studies of the management philosophy Göingemodellen that is explicitly based on Lean.The results show that the main success factors for customer orientation according to the Göingmodellen are: a process-oriented organization, a clear management model, far-reaching delegation and a transparent working method

Place, publisher, year, edition, pages
2018. , p. 55
Keywords [en]
Customer orientation, lean, success factors, public sector
Keywords [sv]
Kundorientering, Lean, framgångsfaktorer, offentlig verksamhet
National Category
Reliability and Maintenance
Identifiers
URN: urn:nbn:se:miun:diva-36760Local ID: KA-V18-A1-017OAI: oai:DiVA.org:miun-36760DiVA, id: diva2:1339176
Subject / course
Quality Management and Leadership LO1
Educational program
Master Degree in Quality Management and Leadership TKLEA 60 higher education credits
Supervisors
Examiners
Available from: 2019-08-14 Created: 2019-07-26 Last updated: 2019-08-14Bibliographically approved

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CiteExportLink to record
Permanent link

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