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Understanding and living by an organization's values in order to create customer value
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.ORCID iD: 0000-0001-5610-2944
2015 (English)In: Creating a Sustainable future through Quality: on Quality and Service ICQSS 2015, October 12-14, Lund: Lund University Press , 2015Conference paper, Published paper (Refereed)
Abstract [en]

Abstract

Many unsuccessful implementations of QM initiatives can be contributed to the facts that tools and methods have been in focus and the systemic management philosophy have been overlooked. With a main focus on tools important intents and nuances are missed and a focus on values and culture should be equally emphasized. There is a strong connection between organizational culture, values and behaviors and to make values understandable there is a need to translate them into behaviors. Any QM initiative is difficult to implement if the focus is only on the hard quality side, i.e. tools and methods so there is a need to take into consideration the soft side, i.e. people and culture. There is a need to understand what the values mean to an organization and also to connect the values to the creation of customer value.

Purpose - the purpose of this paper is to present a developed and tested systemic method for identifying those specific values that support the higher purpose of an organization, discovering what they mean for that organization and then activating them, in order to enhance the ability to identify and create customer value.

 

Methodology/approach – Through literature studies of the concept Lean, TQM, organizational culture creation and customer value creation a method has been developed, tested and evaluated.

Findings – A method to understand and live by an organization’s values has been developed and tested, a method that provides opportunities to identify and activate what specific values mean to an organization to enhance its ability to identify and create customer value. The developed method can aid the organization in its work to live by and connects values with working methods, tools and the customer value propositions of an organization.

Place, publisher, year, edition, pages
Lund: Lund University Press , 2015.
Keyword [en]
customer value, organizational values, Lean, Total Quality Management (TQM), culture, societal entrepreneurship
National Category
Reliability and Maintenance
Identifiers
URN: urn:nbn:se:miun:diva-26434OAI: oai:DiVA.org:miun-26434DiVA: diva2:882151
Conference
18th QMOD conference on Quality and Service Sciences ICQSS 12-14 october, Seoul, Korea
Available from: 2015-12-14 Created: 2015-12-14 Last updated: 2016-12-02Bibliographically approved

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CiteExportLink to record
Permanent link

Direct link
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