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Kundorientering - En utmaning för offentlig sektor
Mid Sweden University, Faculty of Science, Technology and Media, Department of Quality Technology and Management, Mechanical Engineering and Mathematics.
Mid Sweden University, Faculty of Science, Technology and Media, Department of Quality Technology and Management, Mechanical Engineering and Mathematics.
2014 (Swedish)Independent thesis Advanced level (degree of Master (One Year)), 10 credits / 15 HE creditsStudent thesis
Abstract [sv]

Tidigare forskning visar att kundorientering är en viktig faktor för organisationers utveckling, innovation och kvalitet. Det finns dock få studier som konkret visar hur en offentlig verksamhet kan öka sin kundorientering. Syftet med studien är att utveckla ökad kunskap om kundorientering inom offentlig sektor, genom att identifiera framgångsfaktorer och synliggöra goda exempel från verksamhet med dokumenterad stark kundorientering.

En kvalitativ fallstudie genomfördes vid Lucksta förskolor genom intervjuer med Appreciative Inquiry (AI) metodik, via skattning av kundorienteringsgrad samt studier av dokument. Empirin är stärkt via en triangulering.

Resultaten visar att Lucksta förskolor har en hög grad av kundorientering och har bidragit med ett flertal framgångsfaktorer för kundorientering. Betydelsefulla framgångsfaktorerna var engagerad personal samt att personalen efterfrågade barnens och föräldrarnas behov och synpunkter systematiskt. Mest betydelsefullt var ledarskapet samt värdegrunden, exempelvis sättet att tänka om kund. Den samlade bilden av framgångfaktorer presenteras i Luckstamodellen för kundorientering med dimensionerna ledarskap, kultur, systematik och motivation. Studiens resultat genom Luckstamodellens tillämpning är ett bidrag till offentliga verksamheter som önskar öka sin kundorientering.

Nyckelord: Framgångsfaktorer kundorientering, kundorientering, kund, Total Quality Managmenet (TQM), Appreciative Inquiry (AI), Offentlig verksamhet

Abstract [en]

Previous research shows that customer orientation is an important factor for organizational success, innovation and quality. However, there are few studies that specifically show how the public sector can increase its customer orientation. The purpose of this study is to develop a better understanding of customer orientation in the public sector, by identifying success factors and highlight good examples of organizations with proven strong customer orientation.

A qualitative case study was conducted at Lucksta preschools through interviews with Appreciative Inquiry (AI) methodology, using the estimation of customer orientation degree and the study of documents. The empirical data is strengthened through a triangulation.

The results show that Lucksta preschools have a high degree of customer orientation and have contributed a number of success factors for customer orientation. Significant success factors were the committed staff and that they systematically question about the children's and parents' needs and views. The most important factors were the leadership and the values such as ways of thinking about the customer. The overall picture of success factors are presented in Lucksta model for customer orientation with dimensions of leadership, culture, structure and motivation.The results of the study by Lucksta model application is a contribution to public organizations that wish to increase its customer orientation.

Keywords: Success Factors customer orientation, customer orientation, customer, total quality management (TQM), Appreciative Inquiry (AI), Public Sector

Place, publisher, year, edition, pages
2014. , 65 p.
Keyword [sv]
Framgångsfaktorer kundorientering, Kundorientering, Kund, TQM, Appreciative Inquiry, Offentlig verksamhet
National Category
Reliability and Maintenance
Identifiers
URN: urn:nbn:se:miun:diva-22411OAI: oai:DiVA.org:miun-22411DiVA: diva2:732094
Subject / course
Quality Management and Leadership LO1
Educational program
Master Degree in Quality Management and Leadership TKVLA 60 higher education credits
Presentation
2014-06-02, Miun, Östersund, 12:01 (Swedish)
Supervisors
Examiners
Available from: 2014-08-27 Created: 2014-07-03 Last updated: 2014-08-27Bibliographically approved

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CiteExportLink to record
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Citation style
  • apa
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  • de-DE
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Output format
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