Mid Sweden University

The aim of present study was to create greater understanding and knowledge of how an

organization, in practice, can achieve robust but at the same time change friendly processes,

while maintaining or increasing customer value. The following research questions were

answered: How can an organization, in practice, create a common understanding of their actual

present situation in terms of robustness and change kindness in their processes? How can an

organization, in practice, identify and prioritize areas for improvement that leads to robust but at

the same time change friendly processes? The study design was a qualitative case study where a

model was tested to examine the research questions. The model is built up on identified customer

value, flow mapping extended with narrative networks, and a workshop with problem solving in

groups. Results and conclusions showed how an organization in practice could work with the

model RobustChange.