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  • 1.
    Ahlin, Karin
    et al.
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för data- och systemvetenskap.
    Bäckström, Ingela
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Ingelsson, Pernilla
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Löfstedt, Ulrica
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för data- och systemvetenskap.
    Mårtensson, Anna
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Åslund, Anna
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Öberg, Lena-Maria
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för data- och systemvetenskap.
    Projekt Kundanpassad teknikinformation – KATI: Slutrapport – med fokus på förslag på arbetssätt och metoder2014Rapport (Övrig (populärvetenskap, debatt, mm))
  • 2.
    Ahlin, Karin
    et al.
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för data- och systemvetenskap.
    Ingelsson, Pernilla
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Information management, Lean and efficiency:  are we focusing on the customer?2013Konferensbidrag (Refereegranskat)
    Abstract [en]

    Purpose – The purpose of this paper is to examine what happens with the internal view an organisation has on information management when a holistic view is diminished into a blinkered view and the consequences it conveys for the customer. The customer consequences are divided into two parts – creation of external customers’ values and creation of value for the internal customer explored in terms of efficiency.

    Methodology/approach – Interviews with both outsourced co-workers and project leaders still in the organization.

    Findings – The organisations lack of listening to the external customer affects all three areas lifted in the analysis. The studied organisations have great opportunities for developing their process for producing TI, both regarding their mutual relationship as well as in regards to the external customer with the help of Lean and by applying a more holistic view on the production of Technical Information.

    Keywords – Information management, Lean, Customer value, Technical Information, Efficiency

    Paper type – Case study

  • 3.
    Bäckström, Ingela
    et al.
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Ingelsson, Pernilla
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Do Lean Leaders get healthy co-workers?2014Ingår i: 17th QMOD-ICQSS Conference, Prague, Czech Republic: Entering the Experience Economy – from product quality to experience quality / [ed] Su Mi Dahlgard-Park and Jens J. Dahlgaard, Lund: Lund University Library Press , 2014Konferensbidrag (Refereegranskat)
    Abstract [en]

    Purpose - The purpose was to examine the relationship between Lean values, Lean leadership and perceived co-worker health.Methodology/approach – A questionnaire used at a Swedish municipality that has been working with quality improvements for 20 years and with Lean for seven years was analyzed. More than 800 co-workers were asked to fill in the questionnaire which had been designed and earlier tested to measure the presence of a number of Lean values and Lean leadership as well as self-reported perceived health.Findings – The results show a medium positive relationship between Lean values, Lean leadership and the co-workers’ perception of their health. Customer focus presents the highest mean value, the lowest standard deviation and the highest correlation with co-worker health, which is interesting as the investigated organization is a municipality.

  • 4.
    Bäckström, Ingela
    et al.
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Ingelsson, Pernilla
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Exploring the relationship between Appreciative Inquiry, Lean and perceived co-worker health2015Ingår i: Creating a Sustaniable future through Quality: on Quality and Service Sciences ICQSS 2015, October 12-14, Lund: Lund University Library Press , 2015Konferensbidrag (Refereegranskat)
    Abstract [en]

    Many Quality Management approaches, such as Lean, are deficit-based and focus on problems and how to overcome them and another way to approach this could be to focus on possibilities.  When focusing on problems instead of possibilities, organizations are prevented from using their full potential which leads to decreased organizational capacity. Appreciative Inquiry is, in contrast to a deficit-based approach, a positive approach to change. The problems should not be ignored but, by focusing on strengths, this approach could be more effective when it comes to promoting better workplace health. 

    Earlier research has examined if Lean values affect co-workers’ perceived health and found a connection. Even though the relationships between co-workers’ perceived health and Lean leadership and also Lean values were not very strong, they are all positively correlated. What happens however if we introduce Appreciative Inquiry to see in what way it links to Lean values and co-worker perceived health?

    Purpose - The purpose of this paper is to explore if and how Appreciative Inquiry correlates with Lean values and co-workers’ perceived health.

    Methodology/approach – To investigate the relationship between Lean, Appreciative Inquiry and perceived co-worker health, a questionnaire was developed based on two previously tested questionnaires.  The new questionnaire was filled in by 841 co-workers at a Swedish municipality and was then analysed to explore in what way Appreciative Inquiry correlates with a number of Lean values as well as perceived co-worker health.

    Findings – All variables were found to be significantly correlated with the variable ‘Appreciative Inquiry’. The variable ‘Continuous improvements’ relates most to ‘Appreciative Inquiry’ followed by ‘Eliminating Waste’ as those variables can be considered to have a large positive relationship. ‘Supportive Leadership’ and ‘System view’ have a medium positive relation to ‘Appreciative Inquiry’ and the variables ‘Health’ and ‘Customer focus’ have a small relation to Appreciative Inquiry in this context.  

    Keywords Supportive leadership, Lean values, co-worker health, Appreciative Inquiry

    Paper type Case study

  • 5.
    Bäckström, Ingela
    et al.
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Ingelsson, Pernilla
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Is there a relationship between Lean Leaders and healthy co-workers?2015Ingår i: Quality Innovation Prosperity, ISSN 1335-1745, E-ISSN 1338-984X, Vol. 19, nr 2, s. 123-136Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    Purpose: The purpose of this article is to examine the relationship between Lean values, Lean leadership and perceived co-worker health both from an empirical and theoretical perspective. Methodology/Approach: A questionnaire used at a Swedish municipality that has been working with quality improvements for 20 years and with Lean for seven years was analyzed. 841 co-workers answered the questionnaire which had been designed and pre-tested to measure the presence of a number of Lean values and Lean leadership as well as self-reported perceived health.  Findings: The results show a moderately positive relationship between Lean values, Lean leadership and co-workers’ perceptions of their health. Customer focus presents the highest mean value, the lowest standard deviation and the highest correlation with co-worker health, which is interesting as the investigated organization is a municipality.

  • 6.
    Bäckström, Ingela
    et al.
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Ingelsson, Pernilla
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Measuring Appreciative Inquiry, Lean and Perceived Co-worker Health2016Ingår i: Quality Innovation Prosperity, ISSN 1335-1745, E-ISSN 1338-984X, Vol. 20, nr 2, s. 105-118Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    Purpose: The purpose of this paper is to present a developed questionnaire which measure Appreciative Inquiry, Lean values and co-workers health. The purpose is also to explore if and how Appreciative Inquiry correlates with Lean values and co-workers’ perceived health in an organisation working with Lean. Methodology/Approach: To investigate the relationship between Lean, Appreciative Inquiry and perceived co-worker health, a questionnaire was developed based on two previously tested questionnaires. The new questionnaire was answered by 841 co-workers at a Swedish municipality and was then analysed to explore in what way Appreciative Inquiry correlates with a numberof Lean values as well as perceived co-worker health. Findings: All variables were found to be significantly correlated with the variable ‘Appreciative Inquiry’. The variable ‘Continuous improvements’ relates most to ‘Appreciative Inquiry’ followed by ‘Eliminating Waste’ as those variables can be considered to have a large positive relationship. ‘Supportive Leadership’ and ‘System view’ have a medium positive relation to ‘Appreciative Inquiry’ and the variables ‘Health’ and ‘Customer focus’ have a small relation to Appreciative Inquiry in this context.

  • 7.
    Bäckström, Ingela
    et al.
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Ingelsson, Pernilla
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Johansson, Catrin
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för medie- och kommunikationsvetenskap.
    Health Related Quality Management Values and Key Principles of Communicative Leadership - Are They the Same?2014Ingår i: Quality Innovation Prosperity, ISSN 1335-1745, E-ISSN 1338-984X, Vol. 18, nr 1, s. 59-72Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    The purpose of this paper is to compare health related values within Quality Management with Key Principles of Communicative Leadership in order to see if Communicative leaders also promote healthy co-workers.  A literature review was conducted within the area of Communicative Leadership and within the values of health related Quality Management. The principles within Communicative leadership were compared with the underlying dimensions within the health related values ‘Leadership Commitment’ and Participation of everybody’. The analysis shows that the underlying dimensions within both of the health related Quality Management values ‘Participation of everybody’ and ‘Leadership commitment’ were related to some of the Key Principles of Communicative Leadership. The results can help Communicative Leaders to emphasize the Key Principles that also promote healthy co-workers. The results can also help leaders that already have healthy co-workers to increase leaders’ communication competence within organizations.

  • 8.
    Bäckström, Ingela
    et al.
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Ingelsson, Pernilla
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Johansson, Catrin
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för medie- och kommunikationsvetenskap.
    Health Related Quality Management values and Key principles of Communicative Leadership - are they the same?2013Ingår i: 16th QMOD conference on Quality and Service Sciences ICQSS,4-6 September 2013, Portoroz, Slovenia: From LearnAbility and InnovAbility to SustainAbility / [ed] Dahlgaard-Park, Su Mi, 2013, s. 164-177Konferensbidrag (Refereegranskat)
    Abstract [en]

    Abstract

    Purpose – The purpose of this paper is to compare health related values within Quality Management with Key Principles of Communicative Leadership in order to see if Communicative leaders also promote healthy co-workers.

    Methodology/approach – A literature review was conducted within the area of Communicative Leadership and within the values of health related Quality Management. The principles within Communicative leadership were compared with the underlying dimensions within the health related values ‘Leadership Commitment’ and Participation of everybody’.

    Findings – The analysis shows that the underlying dimensions within both of the health related Quality Management values ‘Participation of everybody’ and ‘Leadership commitment’ were related to some of the Key Principles of Communicative Leadership. Practical implications – The results can help Communicative Leaders to emphasize the Key Principles that also promote healthy co-workers. The results can also help leaders that already have healthy co-workers to increase leaders’ communication competence within organizations.

  • 9.
    Bäckström, Ingela
    et al.
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Ingelsson, Pernilla
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Johansson, Catrin
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för medie- och kommunikationsvetenskap.
    How Communicative Leadership influences co-workers’ health: A Quality Management perspective2016Ingår i: International Journal of Quality and Service Sciences, ISSN 1756-669X, E-ISSN 1756-6703, Vol. 8, nr 2, s. 143-158Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    Purpose - The purpose of this paper is to describe leaders’ views on how Communicative Leadership influences co-worker health by comparing their opinions with the health-related values within Quality Management.

    Design/methodology/approach - A multinational manufacturing organization that has been working with Communicative Leadership for several years was investigated. 21 managers trained in Communicative Leadership were interviewed and asked about their views on how their communication influences both the well-being of their co-workers and the working environment. Various communication behaviors and communication methodologies emerged from the interviews and were then analyzed versus the health-related Quality Management dimensions.

    Findings - The result shows concrete communication behavior and methodologies that influence co-worker well-being and the working environment positively and negatively. Another result is a description of the prerequisites for managers to be able to communicate in a way that influences co-worker well-being and the working environment. The analysis of the communication behaviors and communication methodologies versus the health-related Quality Management values shows that several of the health-related Quality Management dimensions were present.

    Research limitations/implications – A limitation of this research is that it is just managers’ view that has been investigated and analyzed.

    Practical implications – Managers acting and behaving in accordance with the communicative behaviors and methodologies described in the results can influence co-worker health and the working environment in a positive way. The level of awareness of the prerequisites could help managers to influence co-worker well-being and create a good working environment.

    Originality/value – The connection between Communicative Leadership and health-related Quality Management values is rarely made. This research can contribute to greater understanding in both areas.

    Keywords Health-related Quality Management, co-worker health, Communicative Leadership, well-being, working environment.

    Paper type Research paper. 

  • 10.
    Bäckström, Ingela
    et al.
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Institutionen för kvalitets- och maskinteknik.
    Ingelsson, Pernilla
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Institutionen för kvalitets- och maskinteknik.
    Johansson, Catrin
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Institutionen för medie- och kommunikationsvetenskap.
    Hamrin, Solange
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Institutionen för medie- och kommunikationsvetenskap.
    Bergman, Sandra
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Institutionen för medie- och kommunikationsvetenskap.
    Communicative Leadership development conduction to impact on   Quality culture and co-worker health2019Ingår i: 22nd QMOD conference on Quality and Service Sciences ICQSS 2019, 13-15 October: Leadership and strategies for Sustainable Quality and Innovation in the 4th Industrial Revolution / [ed] Su Mi Daahlgard-Park, Jens J. Dahlgaard,, Lund, 2019, Vol. 22Konferensbidrag (Refereegranskat)
    Abstract [en]

    Purpose – The purpose of this paper explore effects of a communicative leadership development program in an organization and to present and discuss results from assessing Quality Culture and co-worker health in the same organization.

     

    Methodology/approach –  In a company conducted a communicative leadership developing program, a questionnaire measuring QM values and co-worker health has been handed out to leaders and co-workers. Leaders conducted a communicative leadership developing program have been interviewed and observation studies have been conducted. 

     

    Findings – The interviewed and observed leaders are working with communicative leadership in a structured way, The measured factors, assessing quality culture and co-worker health showed rather high mean values.

     

    Practical implications – The communicative leadership developing program seams to help leaders to communicate in a structured way.

  • 11.
    Bäckström, Ingela
    et al.
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Ingelsson, Pernilla
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Löfstedt, Ulrica
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för data- och systemvetenskap.
    Mårtensson, Anna
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Öberg, Lena-Maria
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för data- och systemvetenskap.
    Projekt Kundanpassad teknikinformation – KATI: Kvalitetsarbete inom teknikinformation – Goda exempel och utvecklingsbehov2014Rapport (Övrig (populärvetenskap, debatt, mm))
  • 12.
    Bäckström, Ingela
    et al.
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Institutionen för kvalitets- och maskinteknik.
    Ingelsson, Pernilla
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Institutionen för kvalitets- och maskinteknik.
    Mårtensson, Anna
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Institutionen för kvalitets- och maskinteknik.
    Slutrapport ”Resultatstyrning för medborgarnytta”: Ett samverkansprojekt mellan Sundsvalls kommun och Kvalitetsteknik vid Mittuniversitetet2019Rapport (Övrig (populärvetenskap, debatt, mm))
  • 13.
    Bäckström, Ingela
    et al.
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Ingelsson, Pernilla
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Snyder, Kristen
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Enhancing Sustainable Quality Culture2017Konferensbidrag (Refereegranskat)
    Abstract [en]

    In 2015, a project was initiated to explore how quality can be enhanced in Swedish businesses by developing an internal coaching process to support value-based leadership development. The three–year project, financed by The Knowledge Foundation, is a research and development partnership consisting of three Swedish manufacturing companies and Mid Sweden University. Results presented in the poster address both the process and outcomes from this project.

    Purpose

    To present the results in changes in a company's value-base two years into a project with the purpose to explore how quality can be enhanced when a value-based leadership is integrated with sustainable practices.

    Method:

    A number of activities were completed in the company. A survey was designed to measure SQD values as an indicator for value based leadership. The survey were administered both at the start of the project and then again one year later to measure changes in leadership and values. The results from the survey were first analyzed using SPSS (Cronbach Alpha and T-test) and then in relation to completed activities. This was done by the research team together with management team in the company.

    Results:

    The results will be the presentation of completed activities within the company as well as results from the two measurements shows that the mean of the measured values are higher in the second measurement when it comes to the whole factory. When it comes to the managers it is the opposite regarding how they look at their role when it comes to the values: Leadership commitment and Participation of everybody.

    Conclusions so far:

    • Measuring soft aspects helps to focus on culture and values.
    • The wording of the statements can affect culture.
    • Talking about leadership in connection to an organizations unique context initiates new dialog forms, topics, and gives the leaders a “leadership language”.
    • Focusing on positive aspects of leadership creates energy and a solution focused climate.
    • Statistically significant results can be shown after such a short period as one year.
    • Increased pride in the team and the work-place!
    • Further investigate correlations between factors. 
  • 14.
    Bäckström, Ingela
    et al.
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Ingelsson, Pernilla
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Snyder, Kristen
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Hedlund, Christer
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Lilja, Johan
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Capturing Value-based leadership in Practice:: Insights from developing and applying an AI-interview guide2017Ingår i: Challenges and Opportunities of Quality in the 4th Industrial Revolution: On quality and service sciences ICQSS 2017 / [ed] Dahlgaard-Park, Su Mi and Dahlgaard, Jens J., 2017Konferensbidrag (Refereegranskat)
    Abstract [en]

    Abstract

    One of the most critical aspects for building quality and innovation in organizations is the role of values. Performance suffers when organizations fail to prioritize values. A challenge for many leaders is to understand deep-rooted values together with what they are and how they are developed. These deep-rooted values are reflected in the behaviors, language and signs occurring in the organization and can be seen as the organizations culture. When a culture is shaped, leadership is central and the managers in the organization are vital. Managers in an organization affect the predominating culture through their behaviors and approach to their co-workers. This make it interesting to try to find out underlying values held by managers striving for good leadership and performance. Underlying values can be unconscious and taken for granted, and thereby hard to ask about.  By using an interview guide inspired by Appreciative Inquiry (AI) (an approach based on generativity and positivity), underlying values and the leadership used by top managers can be discovered.

     

    Purpose - The purpose of this paper is to present and discuss the results from the Appreciative Inquiry (AI) inspired interviews to explore the underlying values held by top manager and to identify soft aspects of leadership.

     

    Methodology/approach – Top managers were interviewed as a part of a research project with the aim to support the development of value-based leadership that integrates company values, organizational culture, customer needs and sustainable development. A structured interview guide, inspired by AI, was developed and used to pinpoint their motivation and vision of a good organization in order to understand the values the leaders had and to identify soft aspects of leadership.  The interviews were analyzed in workshops with the whole research group and structured and visualized through affinity chart.

     

    Findings – The results show underlying values held by top managers and identified soft aspects of leadership.

     

    Practical implications – The presented interview guide can be used to identify the top managers underlying values and the presented results from the interviews can be used to inspire other leaders to develop their leadership in their striving of good leadership and effective organizations.

  • 15.
    Bäckström, Ingela
    et al.
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitets- och maskinteknik.
    Ingelsson, Pernilla
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitets- och maskinteknik.
    Snyder, Kristen
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitets- och maskinteknik.
    Hedlund, Christer
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitets- och maskinteknik.
    Lilja, Johan
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitets- och maskinteknik.
    Capturing value-based leadership in practice: Insights from developing and applying an AI-interview guide2018Ingår i: International Journal of Quality and Service Sciences, ISSN 1756-669X, E-ISSN 1756-6703, Vol. 10, nr 4, s. 422-430Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    Purpose – The purpose of this paper is to present and discuss the results from the appreciative inquiry (AI)-inspired interviews to explore the underlying values held by top managers and to identify soft aspects ofleadership.Design/methodology/approach – Top managers were interviewed as a part of a research project withthe aim to support the development of value-based leadership that integrates company values, organizationalculture, customer needs and sustainable development. A structured interview guide, inspired by AI, wasdeveloped and used to pinpoint their motivation and vision of a good organization to understand the valuesthat the managers had and to identify soft aspects of leadership. The interviews were analyzed in workshopswith the whole research teamand structured and visualized through affinity diagrams.Findings – The results showed the underlying values held by top managers and identified soft aspects ofleadership.Practical implications – The presented interview guide can be used to identify the top managers’underlying values, and the presented results from the interviews can be used to inspire other managers andleaders to develop their leadership in their striving of good leadership and effective organizations.Originality/value – The paper explains how to apply an AI-inspired interview guide in finding out valuebasedleadership and soft aspects of leadership for enhancing organizational culture.

  • 16.
    Bäckström, Ingela
    et al.
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Ingelsson, Pernilla
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Snyder, Kristen
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Hedlund, Christer
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Lilja, Johan
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Collection of baseline data – expanding the scope2016Ingår i: EurOMA 2016 - Interactions, 2016Konferensbidrag (Refereegranskat)
    Abstract [en]

    For leaders to successfully meet the complexity of businesses today, many argue the need to design a performance measurement system that integrates hard data outcomes with soft measures found in organizational culture including values, norms, and behaviors. The purpose of this paper is to present an approach to collecting baseline data that captures the soft dimensions of organizational culture with system thinking as a guiding theory. The results present an approach for measuring the soft dimensions of organizational culture with description of methods, the type of data and what level of organizational culture they measure.

  • 17.
    Bäckström, Ingela
    et al.
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Ingelsson, Pernilla
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Wiklund, Håkan
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Kommunikativt ledarskap och hälsa2013Rapport (Övrigt vetenskapligt)
  • 18.
    Bäckström, Ingela
    et al.
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Institutionen för teknik, fysik och matematik.
    Ingelsson, Pernilla
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Institutionen för teknik, fysik och matematik.
    Wiklund, Håkan
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Institutionen för teknik, fysik och matematik.
    Learning from chaos : a necessity for adapting quality management to the future?2007Konferensbidrag (Övrigt vetenskapligt)
    Abstract [en]

    The purpose of this paper is to describe the core leadership behavior in Change Oriented Leadership, the KaosPilots and Deming´s 14 points. Furthermore we aim to compare similarities and differences in these leadership behaviors, in order to propose new leadership behaviors within Quality Management to fit tomorrow´s more creativity based organizations. Methodology The research has been conducted through describing and comparing core leadership behaviors, in Change Oriented Leadership, KaosPilots and Deming´s 14-points. Findings Our comparison indicates that there are behaviors in the Change Oriented Leadership that are missing in Quality Management and probably would benefit organizations if they were adopted. The leadership that the KaosPilots addresses is different from the leadership in Quality Management in many ways but probably necessary to learn from to meet new demands from the customers and the co-workers. Originality/value Leadership within Quality Management developed with innovation and entrepreneurship from Change Oriented Leadership complimented with playfulness and chaos from the KaosPilots would most likely generate a more creative environment and thereby create more competitive organizations.

  • 19.
    Bäckström, Ingela
    et al.
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Institutionen för teknik och hållbar utveckling.
    Ingelsson, Pernilla
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Institutionen för teknik och hållbar utveckling.
    Wiklund, Håkan
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Institutionen för teknik och hållbar utveckling.
    Learning from others to adapt Quality Management to the future2011Ingår i: Total Quality Management and Business Excellence, ISSN 1478-3363, E-ISSN 1478-3371, Vol. 22, nr 2, s. 187-196Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    The purpose of this paper is to compare leadership behaviours from two different approaches with the leadership behaviours within Quality Management in order to find possible areas for developing leadership within Quality Management. A case study has been carried out at a Swedish award-winning organisation in order to study leadership behaviours. In-depth interviews have been carried out with the intention to explore how the manager has worked to become one of Sweden’s best workplaces. Leadership behaviours from three different approaches are summarised in ‘The Core Leadership Behaviours’. The analysis of the leadership methodologies and behaviours used by the leaders and the ‘Core Leadership Behaviours’ from the three different approaches has been summarized for each approach. The comparison indicates that there are interesting leadership behaviours in Change Oriented Leadership as well as in KaosPilots that are not established within Quality Management. The leadership behaviours could complement Quality Management to meet new and challenging demands from customers and co-workers

  • 20.
    Bäckström, Ingela
    et al.
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Institutionen för teknik och hållbar utveckling.
    Ingelsson, Pernilla
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Institutionen för teknik och hållbar utveckling.
    Wiklund, Håkan
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Institutionen för teknik och hållbar utveckling.
    Measuring the Starting Points for a Lean Journey2012Ingår i: 15 th QMOD conference: From LearnAbility and InnovAbility to SustainAbility / [ed] Su Mi Dahlgaard-Park, Jens J. Dahlgaard & Adam Hamrol, Poznan: Agence Reklamova Comprint , 2012, s. 146-156Konferensbidrag (Refereegranskat)
    Abstract [en]

    Abstract

    Purpose –

    The purpose of this paper is to emphasize the importance of measuring the starting

    point of improvement work focusing on soft values and to present one way of measuring the

    starting point of a Lean implementation. The purpose is also to describe the Lean

    implementation planned within a municipal division and also to present their measured

    starting conditions.

    Methodology/approach –

    A literature study, with Lean implementation, measuring starting

    points for improvement work, soft values and the effects of the improvement work in focus

    has been carried out. Documents from the planned Lean implementation within a municipal

    division have been studied. To measure the conditions for the implementation a previously

    conducted measurement approach that measured health-related Quality Management was used.

    Findings –

    The paper contains an argument for the importance of measuring the effect of a

    Lean implementation with a focus on soft values and measuring starting points. A description

    of one planned Lean implementation within a municipal division and their starting conditions

    are presented.

    Practical implications –

    To measure the conditions at the starting point of a Lean

    implementation gives managers information to help them focus on important improvement

    areas. A description of a Lean implementation can help other organizations to plan their

    implementation.

  • 21.
    Bäckström, Ingela
    et al.
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Institutionen för teknik, fysik och matematik.
    Ingelsson, Pernilla
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Institutionen för teknik, fysik och matematik.
    Wreder, Åsa
    Achieving Sustaniable Health Among Co-workers: A case study at FöreningsSparbanken2005Rapport (Övrigt vetenskapligt)
  • 22.
    Eriksson, Maria
    et al.
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitets- och maskinteknik.
    Bäckström, Ingela
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitets- och maskinteknik.
    Ingelsson, Pernilla
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitets- och maskinteknik.
    Åslund, Anna
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitets- och maskinteknik. Strömsunds Kommun.
    Measuring customer value in commercial experiences2018Ingår i: Total quality management and business excellence (Online), ISSN 1478-3363, E-ISSN 1478-3371, Vol. 29, nr 5-6, s. 618-632Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    Customer value is of importance to all businesses in the search for competitive advantage. To learn about what customers truly appreciate, measuring can be a vital source of information towards an understanding of what creates customer value. Commercial experiences are claimed to be an offering of their own, separate from goods and services. The existing tools and models for measuring customer value do not focus on the elements pointed out as vital for commercial experiences. A case study was performed on customers participating in a high-impact commercial experience to understand what is valuable to the customer. The results were used todevelop an approach to measuring customer value specifically for commercial experiences. In the study, questionnaires were designed to find out about custom erexpectations before the experience compared with customer satisfaction after theexperience in search for important factors of customer value. The study achieved a high score indicating a high level of received customer value, reinforcing the selected measurement variables. The approach proposes the development of a measuring tool consisting of 22 elements along with the WOW-impact specificallyadapted for measuring customer value in commercial experiences. This is one way of expressing the created experiential quality.

  • 23.
    Eriksson, Maria
    et al.
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Ingelsson, Pernilla
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Building an organizational culture when delivering commercial experiences – the leaders’ perspective2016Ingår i: International Journal of Quality and Service Sciences, ISSN 1756-669X, E-ISSN 1756-6703, Vol. 8, nr 2, s. 229-244Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    Purpose – The purpose of this paper is to identify, present and analyze the strengths and weaknesses mentioned by leaders when describing how their organization works with creating customer value in commercial experiences. Furthermore, the overall research purpose is to explore the creation of customer value in commercial experiences.

    Design/methodology/approach – An interview study with eight managers focused on how their organization creates customer value when offering commercial experiences. Results were analyzed with regard to creating customer value, customer involvement and development of new experiences.

    Findings – A literature study confirms an increasing interest in commercial experiences both financially and because of customer demand. The conducted interview study found several areas of improvement where the greatest potential was in the building of a strong organizational culture based on values to ensure co-creation of customer value between the organization and the customer. Also found to be important were working with customer involvement when co-producing the experience,discovering customer expectations and measuring the results of the delivered customer value.

    Originality/value – When it comes to commercial experiences, one of the keys to creating customer value is the element of surprise and delivering the unexpected. This advocates studying the theory of attractive quality, discovering the unspoken needs of the customer.

  • 24.
    Eriksson, Maria
    et al.
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Institutionen för teknik, fysik och matematik.
    Ingelsson, Pernilla
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Institutionen för teknik, fysik och matematik.
    Lilja, Johan
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Institutionen för teknik, fysik och matematik.
    Achieving shared values: Learning from Disney2007Konferensbidrag (Övrigt vetenskapligt)
    Abstract [en]

    The need to achieve a strong corporate culture is one of the key questions within Total Quality Management (TQM). TQM is generally considered to be based on a number of core values; such as customer focus, decisions based on facts, process orientation, continuous improvement, everybody’s commitment and leadership, (Hellsten & Klefsjö, 2000). The core values should ideally be conformed to by all employees within a TQM organization, (ibid). Achieving these core values seems to be rewarding. Many companies that have succeeded in adapting their core values have received quality awards, e.g. Malcolm Baldridge National Quality Award and EFQM Excellence Model. These quality awards are based on values that are widely considered to be the building blocks of effective TQM implementation (Hendricks & Singhal, 1999). There are a lot of descriptions in literature about the importance of working with the ideas of TQM such as putting focus on the customer, establishing processes and also about educating the employees in using tools of improvement, but very little focus on discussing how shared values really are achieved.   A common set of values within an organization is often referred to as the company or corporate culture. A strong culture implies that there is uniformity among the employees regarding, for example values (Pinder 1998). In our literature studies we came across two interesting strategies that combined together provide a tactic for working with shared values to attain a strong corporate culture. According to Chatman (1989) the best way is an integration of the strategies of selection and socialization. That implies both considering values at the selection when the organization chooses its members, by recruiting an individual with the right values and later on by maintaining or reinforcing values by socialization which can be done by training, orientation and other methods. As regards working with achieving TQM values we mostly encountered the use of socialization and feel that there is a need for broader thinking by putting greater emphasis on the selection process when recruiting new members into the organization.   The purpose of this paper is to raise the discussion about how to achieve homogeneity of values, such as TQM values in order to be a successful organization. The presented theories are accompanied by an observation from the renowned Walt Disney World in Florida, providing an example of how they are working with the selection strategy.

  • 25.
    Hedlund, Christer
    et al.
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Bäckström, Ingela
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Ingelsson, Pernilla
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Snyder, Kristen
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Lilja, Johan
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Continuous Improvement of Leadership: Evaluation of peer-coaching experiments2017Konferensbidrag (Refereegranskat)
    Abstract [en]

    This paper investigates continuous improvement of leadership with the aid of coaching and specifically peer-coaching as a model for leadership improvement. The paper is based on the idea of experimental learning both as a tool to motivate, educate and inspire leaders in two studied organizations. Learning-by-doing along with reflection has formed the basis for leadership improvement and leadership awareness in this study. The concept of Developing- by-doing have been used to help leaders design the foundation of an organizational specific coaching model. 

  • 26.
    Hedlund, Christer
    et al.
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Lilja, Johan
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Ingelsson, Pernilla
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Bäckström, Ingela
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Snyder, Kristen
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Research On Toyota Kata? Proposing A Future Research Agenda For The Emerging Practice2016Ingår i: EurOMA Conference Proceedings: Interactions 2016, 2016Konferensbidrag (Refereegranskat)
    Abstract [en]

    Since the bestselling book “Toyota Kata” was first published in 2009 the practices of the Toyota Kata has spread quickly among practitioners and consultants all over the world. However, the number of academic papers and studies concerning Toyota Kata occurs as remarkably sparse. Based on the apparent gap, this paper identifies and proposes a future research agenda on Toyota Kata based on a survey with Swedish Toyota Kata experts. As a result, 20 areas are highlighted and identified as the currently most desirable to understand and study more closely. Based on the areas, six themes are also identified and formulated. 

  • 27.
    Häggström, Marie
    et al.
    Mittuniversitetet, Fakulteten för humanvetenskap, Avdelningen för omvårdnad.
    Bäckström, Ingela
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitets- och maskinteknik.
    Ingelsson, Pernilla
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitets- och maskinteknik.
    Carina, Edling
    Mittuniversitetet, Fakulteten för humanvetenskap, Avdelningen för hälsovetenskap.
    How can patient transfers be improved by combining QM, Nursing and Health care sciences?2018Ingår i: Proceedings of the 21th QMOD Conference: Building a Culture for Quality, Innovation and Sustainability / [ed] Su Mi Park-Daahlgard, 2018Konferensbidrag (Refereegranskat)
    Abstract [en]

    Purpose - The purpose of this paper is to present the state of the art when it comes to QM and nursing science, focusing on patient transfers from Intensive Care Unit (ICU)  to general wards, using the TQM values:  ‘customer focus’, ‘leadership commitment’, ‘participation of everybody’, ‘continuous improvement’, ‘process focus’ and ‘base decisions on facts’ as an analytical framework.

    Methodology/approach Literature from the research fields of QM and nursing sciences was reviewed and analyzed with the TQM values as a framework.

    Findings – No articles were found concerning QM within the specific area of patient transfer from ICU to general wards but the results are a summary of QM research and nursing science sorted under the TQM values. A result is that interdisciplinary care can improve a culture of safety and it can decrease mortality rates, staff turnover and increase quality of care and patient satisfaction. This means that there is a need for working with the QM culture in the patient transfer from ICU to general wards.

    Practical implications – This review identified a large need for empirical research in the field of health care where CI methods needs to be described, for example what tool or method that was applied and how it was applied and how the implementation were conducted.

  • 28.
    Ingelsson, Pernilla
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Creating a Quality Management Culture: Focusing on Values and Leadership2013Doktorsavhandling, sammanläggning (Övrigt vetenskapligt)
    Abstract [sv]

    Framgångsrikt tillämpade kan kvalitetsledningsinitiativ (QM initiativ) som TQM och Lean förbättra organisationers förmåga att möta och överträffa kundernas likväl som medarbetarnas och andra intressenters förväntningar. Det finns dock QM initiativ som misslyckas och en av anledningarna är oförmågan att skapa en stödjande kultur. En kultur som vilar på ett antal värderingar med syfte att förbättra kvaliteten och därmed kundtillfredsställelsen. Även om detta är känt av både praktiker och forskare så finns det inte mycket skrivet om hur man uppnår denna kultur i praktiken. Dessutom finns få utvecklade metoder och verktyg som syftar direkt till att skapa en QM kultur. Förutom detta så är de flesta mätningar som används för att följa organisationers utveckling främst av det hårda slaget, dvs. finansiella eller processorienterade mätningar t.ex. ledtidsreducering och rörelsekapital.

    Syftet med den här avhandlingen har varit att "undersöka hur en stark organisationskultur kan skapas och att bidra med kunskap om hur man kan skapa och mäta en kvalitetsledningskultur". För att uppfylla detta syfte har ett antal fallstudier genomförts och en enkät har utvecklats för att mäta förekomsten och betydelsen av ett antal QM värderingar.

    Den forskning som presenteras avhandlingen stärker det faktum att kulturen är en viktig faktor att ta hänsyn till vid tillämpningen av QM initiativ. Det finns ett behov av ett strukturerat arbetssätt för att påverka kulturen samt att utveckla en strategi för hur kulturen i organisationen ska kunna skapas. I kombination med detta så finns även att behov av metoder och verktyg som syftar direkt till att stärka QM kulturen. Forskningen visar också att sambandet mellan organisationskultur, värderingar och beteenden måste tas i beaktning när man arbetar för att skapa en stark kultur. De flesta metoder och verktyg som påträffats i fallstudierna syftar direkt till att stärka "rätt" beteenden i organisationen, och därigenom förstärka de underliggande värderingarna. Även ledarskapet är viktigt när det gäller att skapa eller stärka kulturen. Chefer är nyckelaktörer och måste agera som förebilder och själva uppvisa önskade beteenden. Hur organisationer arbetar med urval, dvs. rekrytering och befordran, baserat på beteenden snarare än dokumenterade meriter är en metod som påträffats i forskningen. En annan metod funnen är ”storytelling” som kan användas för att återberätta historier från organisationen som visar på beteenden som stärker önskade värderingar.

    En slutstats som dras är att det finns ett behov av att mäta de ”mjukare” sidorna av QM. Utgångsläget vad gäller den befintliga kulturen när man ska tillämpar QM initiativ bör mätas för att komplettera de ”hårdare” mätetalen. Forskningen som presenteras i avhandlingen visar att den enkät som utvecklats skulle kunna användas som ett verktyg för att göra dessa mätningar. Antingen för att mäta utgångsläget innan man börjar tillämpa Lean eller TQM eller som ett sätt att kontinuerligt följa upp och behålla fokuset på värderingar och kulturen i en organisation. Om kulturen som råder i en organisation inte stödjer QM värderingar kan det vara svårt att få de beteenden från chefer och medarbetare som krävs för att förbättra kvaliteten och därmed kundnöjdheten.

  • 29.
    Ingelsson, Pernilla
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Institutionen för teknik och hållbar utveckling.
    How to create a commercial experience: Focus on Leadership, Values and Organizational Culture2009Licentiatavhandling, sammanläggning (Övrigt vetenskapligt)
    Abstract [sv]

    En ny typ av kommersiella erbjudande är på uppgång, de kommersiella upplevelserna. De sägs vara nästa utveckling av ekonomiskt värde efter service och skiljer sig från service på ett antal sätt, varav de två viktigaste kan sägas vara a) behovet att skapa något som är nytt eller minnesvärt för kunden, dvs. skapa attraktiv kvalitet och b) att erbjudandet (upplevelsen) skapas tillsammans med kunden.

    Det finns idag inte så mycket skrivet om hur det interna arbetet i organisationer som erbjuder kommersiella upplevelser kan påverkas. Ett område som borde påverkas är det sätt organisationer arbetar med att forma och koordinera ledarnas och medarbetarnas beteenden genom gemensamma värderingar, dvs. att skapa en stark organisationskultur. Studier har visat att ledarna i en organisation har stort inflytande på kulturen och andra studier visar att arbete med Offensiv kvalitetsutveckling (TQM) kan stärka värderingarna och leda till lönsamma organisationer.

    Syftet med avhandlingen har varit att utforska samt bidra med kunskap om hur man kan skapa en kommersiell upplevelse. Det mer specifika syftet har varit att utforska området i relation till ledarskap, värderingar, organisationskultur och TQM.

    För att uppfylla dessa syften har två fallstudier genomförts med intentionen att hitta arbetssätt. Den första fokuserade på hur en framgångsrik organisation som erbjuder kommersiella upplevelser arbetar och den andra på hur organisationer i Jämtlands län som erbjuder kommersiella upplevelser arbetar.

    En slutsats som dras med utgångspunkt i genomförd forskning är att metoder och verktyg som är direkt riktade mot att stärka värderingar och därigenom organisationskulturen kan spela en ännu större roll i organisationer som erbjuder en kommersiell upplevelse. Det verkar vara viktigt att nå en förståelse att värderingar behöver överföras till beteenden för att göra dem förståeliga i organisationen. ”Storytelling” är ett verktyg som kan användas för att stärka organisationskulturen, ett verktyg som verkar vara tämligen outnyttjat för detta syfte. Det är också tydligt att ledarskapet som utövas i organisationen är avgörande för att lyckas med att erhålla en stark organisationskultur.

    Strategier för att välja de rätta värderingarna verkar vara en viktig del när man försöker skapa en stark organisationskultur. En strategi som inte är så uppenbar inom TQM. Det skulle kunna vara ett område där TQM behöver utvecklas för att stötta skapandet av kommersiella upplevelser men även för att mer effektivt implementera TQM generellt.

  • 30.
    Ingelsson, Pernilla
    et al.
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Bäckström, Ingela
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Monitoring co-worker health and Lean culture development2016Ingår i: Proceedings of the 19th QMOD Conference, 2016, 2016Konferensbidrag (Refereegranskat)
    Abstract [en]

    Purpose - The purpose of this paper is to present and discuss results from a survey designed to measure baseline data in a project with the aim to support the development of value-based leadership that integrates company values, organizational culture, customer needs and sustainable development.

    Methodology/approach – As part of a research project’s base line data collection, a survey designed to measure Leadership commitment, Participation of everybody, Lean values and Perceived co-worker health was developed and tested. The results were analyzed in order to meet each company’s specific need for developing their leadership and culture.

    Findings – The results show a difference between the two examined companies, both when it comes to mean values and correlations between the measured factors. The results also indicate the importance of analyzing the results from surveys more in depth and together with other ways of examining culture in order to gain a better understanding of the company’s unique culture and leadership.

    Practical implications – The presented survey and way of analyzing the results can help organizations in understanding their own unique needs when working to create a Lean culture as well as healthy co-workers in order to attain sustainable development.

  • 31.
    Ingelsson, Pernilla
    et al.
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Bäckström, Ingela
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    The need for a long-term mindset when measuring the effects of lean on health-related quality management values: A case study from the public sector2017Ingår i: International Journal of Workplace Health Management, ISSN 1753-8351, E-ISSN 1753-836X, Vol. 10, nr 3, s. 249-264Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    Purpose – The purpose of this paper is to investigate the effects a lean initiative has on the health-related quality management (QM) values, “Leadership Commitment” and “Participation of Everybody,” as well as on perceived co-worker health in the public sector.

    Design/methodology/approach – A case study was carried out at a municipal division that had been working with lean for approximately 18 months. A questionnaire was used to measure the effect on health-related QM values both before and after the initial 18 month period. Documents from the intended lean implementation were studied at the starting point and after 18 months; this was followed up by examining new documents. The results from the questionnaires were analyzed using SPSS and the documents were analyzed by means of document comparisons and consensus discussion in the research group.

    Findings – The effects on the health-related QM values; “Leadership Commitment” and “Participation of everybody” in this study showed that the values still permeated the organization to a relatively high extent after 18 months but that no statistical differences can be shown between the two measurement points. When measuring what effects a lean initiative has on values, a period of 18 months might be too short, if significance changes are expected. None the less, the results can be a way of monitoring the development of these softer values. Something that is equally important is to see if there have been any major changes, as a way of keeping the work with building a new culture alive and in focus. The results strengthen the assumption that a long-term mindset is needed when QM initiatives such as lean are applied within an organization especially when changes to values and workplaces are expected.

    Originality/value – This study has further explored the QM in relation to lean in the respect of how the QM values “Leadership commitment” and “Participation of Everybody” are effected by a lean initiative.

  • 32.
    Ingelsson, Pernilla
    et al.
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitets- och maskinteknik.
    Bäckström, Ingela
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitets- och maskinteknik.
    Snyder, Kristen
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitets- och maskinteknik.
    Adapting a Lean leadership-training program within a health care organization through co-creation2018Ingår i: 21st QMOD conference on quality and service science ICQSS, 22-24 August 2018, Cardiff University, Wales, UK / [ed] Su Mi Park-Daahlgard, 2018Konferensbidrag (Refereegranskat)
    Abstract [en]

    Purpose –The purpose is to describe and evaluate a Lean leadership-training program within the healthcare sector, developed through a co-creative process with the intent of enhancing the possibilities for a context-specific adaption of Lean.

    Methodology/approach – A co-created leadership-training program, executed over a period of one year, is described both as a model development process and as the final training program. The program was evaluated through reflective discussions and feedback as well as a written final evaluation of the program from participants in the program.  

    Findings – Even though the process was not followed to the end the evaluation shows that the objectives of the training program was met, at least amongst the participators attended the whole program. Using a co-creative process when developing and realizing a leadership-training program enhances the possibilities for an organizational adaption of Lean to its own context. One condition for this approach to be successful is that the expectation on both the organization and the University needs to be in focus through the whole process. In addition the executive team needs to be continuously engaged and create conditions for the organization to realize the potential winnings from the training program.

  • 33.
    Ingelsson, Pernilla
    et al.
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitets- och maskinteknik.
    Bäckström, Ingela
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitets- och maskinteknik.
    Snyder, Kristen
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitets- och maskinteknik.
    Strengthening quality culture in private sector and health care: What can we learn from applying soft measures?2018Ingår i: Leadership in Health Services, ISSN 1751-1879, E-ISSN 1751-1887, Vol. 31, nr 3, s. 276-292Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    Purpose – The purpose of this study is to present a comprehensive approach to studying organizational culture using “soft measures” to facilitate sustainable quality development in organizations. The purpose is also to present, discuss and compare the results from a survey designed to measure a company’s value base.

    Design/methodology/approach – A number of different methods were used to collect soft data to study and measure organizational culture and at the same time influence the culture and the leadership within three organizations. One method, the survey, was used on two different occasions to obtain an overview of the culture within an organization and to investigate if the activities had influenced the culture and the leadership.

    Findings – The application of soft measures used by leaders to study and develop organizational culture resulted in statistically significant positive changes in organizational work culture, according to a pre-post survey after a short period of one year.

    Practical implications – The approach can be used by leaders in different types of organizations as the challenge of changing the organizational culture through the leadership seems to be a common challenge regardless of line of business.

    Originality/value – The study shows the benefits of using a comprehensive approach to assess an organization’s culture based on qualitative measures and analysis.

  • 34.
    Ingelsson, Pernilla
    et al.
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Bäckström, Ingela
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Snyder, Kristen
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Hedlund, Christer
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Lilja, Johan
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Using the employee satisfaction survey as a tool for building organizational culture2016Ingår i: EurOMA Conference Proceedings: Interactions, 2016, 2016Konferensbidrag (Refereegranskat)
    Abstract [en]

    There is a strong relationship between employee satisfaction and organizational results and using an employee surveys effectively could support quality improvements and organizational culture. The purpose of this paper is to present an employee satisfaction survey designed to change organizational culture and co-worker behaviors. Included in the analysis are results from that survey focusing on culture and leadership. The results show that asking a different kind of questions in an employee satisfaction survey and analyzing the results in more detail could give an organization a management tool to be used both to monitor and to build organizational culture.

  • 35.
    Ingelsson, Pernilla
    et al.
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Bäckström, Ingela
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Snyder, Kristen
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Lilja, Johan
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Hedlund, Christer
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Truly changing the culture – learnings from a value-based top leader2017Ingår i: 20th QMOD conference: Challenges and Opportunities of Quality in the 4th Industrial Revolution / [ed] Su Mi Dahlgaard Park, 2017Konferensbidrag (Refereegranskat)
    Abstract [en]

    Both TQM and Lean are said to rest on a number of values that in turn are said to be the building blocks of the organizational culture needed to successfully apply TQM or Lean in an organization. The reason why applying Lean or TQM fail is frequently explained by the lack of focusing on values and culture and instead too big focus on tools and methods. In this context, leadership is often mentioned as one if the main keys to change the organizational culture as the leaders in organizations are the bearer of values. There is also a strong connection between values held and behaviors shown by the leaders and the co-workers in the organization. So the question arises; how come it´s so hard to make the change in leadership behaviors and by that the organizational culture? At the same time, there are leaders succeeding with consciously changing the culture and the values held by the co-workers. What can we learn from such a leaders that have succeeded in changing an exciting culture in an organization?

    Purpose - The purpose of this paper is to present the values held by and the ways of working used by a top leader (COO) with the aim to change the organizational culture.

    Methodology/approach – The Chief Operating Officer (COO) of a successful Lean company was interviewed in order to identify the managers´ values as well as ways of working. A developed interview guide was used to get an understanding of the values the leader had and to identify “other” softer aspects of his leadership. The results from the study was analyzed by the researchers, first by each researcher individually, then in workshops as a group.

    Findings – The results show that the COO appears to have an understanding about the connection between values and behaviors something shown by the close connection between the identified ways of working and values. The result also shows ways of working to achieve a cultural change, were the use of ROFO can be seen as a driving force for this. The COO displays a leadership and a value-base much in line with Lean leadership and value-base.Practical implications – The presented results can be used by leaders in different types of organization in their work with developing the culture and leadership.

  • 36.
    Ingelsson, Pernilla
    et al.
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Institutionen för teknik och hållbar utveckling.
    Bäckström, Ingela
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Institutionen för teknik och hållbar utveckling.
    WIklund, Håkan
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Institutionen för teknik och hållbar utveckling.
    Measuring the soft sides of TQM and Lean2010Ingår i: 13th QMOD Conference, 31 Aug – 1 Sept 2010 Cottbus, Germany, 2010Konferensbidrag (Refereegranskat)
    Abstract [en]

    PurposeThe purpose of this paper was to examine TQM and Lean in regards to values and principles, implementation problems and measurements for success. The purpose was also to present an approach to measure organizational culture and values as a part of the implementation strategy for TQM and Lean.

    Methodology/ApproachLiterature studies were conducted to examine TQM and Lean regarding values and principles, implementation problems and measurements of success. With the literature study as a base a questionnaire with statements about the main principles of Lean was developed to further evolve an existing survey used to measure the values ‘Leadership commitment’ and ‘Participation of everybody’.

    FindingsThe literature study showed similar problems when implementing Lean and TQM but even though they are said to originate from the same roots it was found that there are some areas within Lean that are not quite so apparent in TQM. Based on the findings the already exciting measurement was extended with these principles with the purpose to create an approach to measure organizational culture.

    Value of PaperA measurement approach can help managers to measure to what extent the values and principles of TQM and Lean are present within an organization, a prerequisite for achieving world-class quality.

  • 37.
    Ingelsson, Pernilla
    et al.
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Institutionen för teknik och hållbar utveckling.
    Eriksson, Maria
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Institutionen för teknik och hållbar utveckling.
    Lilja, Johan
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Institutionen för teknik och hållbar utveckling.
    Can selecting the right values help TQM implementation?: A case study about organisational homogeneity at the Walt Disney Company2012Ingår i: Total Quality Management and Business Excellence, ISSN 1478-3363, E-ISSN 1478-3371, Vol. 23, nr 1, s. 1-11Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    Total Quality Management, TQM, is often referred to as a value based management philosophy, built on a set of core values. These TQM values should ideally be conformed to by all employees in order to achieve a thriving organisation. A strong organisational culture with shared core values can therefore be identified as of importance for a successful TQM implementation. This paper discusses how organisations need to act in order to achieve shared values among co-workers. In the theory two strategies appear: to select people who appear to possess the desired values in the first place and to socialize employees once hired. When working with TQM, several examples of socialization can be found in described techniques and tools, however the selection strategy seems to be both unapplied and underestimated. In order to find empirical examples a case study was conducted at an organisation which is renowned for the way in which they work with values. A conclusion of this paper is that, as a complement to the use of socialization, a selection strategy is proposed in order to achieve shared values in order to facilitate TQM implementation.

  • 38.
    Ingelsson, Pernilla
    et al.
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Kahm, Therese
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Lean from the first-line managers’ perspective – assuredness about the effects of Lean as a driving force for sustainable change2016Konferensbidrag (Refereegranskat)
    Abstract [en]

    Abstract Purpose: The purpose of this article is to present the results from a survey concerning first-line managers’ assuredness about the effects of Lean after two years of Lean application in a Swedish healthcare organization. The purpose is also to reflect about assuredness as a driving force for sustainable change.

    Methodology/Approach: Questionnaires were sent to all first-line managers in a healthcare organization in order to investigate how these managers consider their role, ability and conditions to create change according to Lean. The questionnaire included a question with 16 statements about how assured these managers were about the effects of Lean that will be presented in this paper. 

    Findings: The study showed that the majority of the first-line managers in this particular healthcare organization were assured that developmental work supported by Lean contributes to a higher patient focus, supports first-line managers with useful tools and methods, contributes to the development of an improvement culture and that the Lean concept in general is a support in improvement work.

    Practical implications: The question can either be used separately or as a part of an entire questionnaire in healthcare organizations. Asking first-line managers about their assuredness about the effects of Lean on a regular basis is one way suggested to follow the Lean process from their perspective. The survey question might encourage discussions about the process of Lean and hopefully contribute to a greater understanding about the importance of assuredness and about the desired effects when applying Lean.

    Category: Case study

  • 39.
    Ingelsson, Pernilla
    et al.
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Löfstedt, Ulrika
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för data- och systemvetenskap.
    Bäckström, Ingela
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Öberg, Lena-Maria
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för data- och systemvetenskap.
    Taking a Holistic Perspective on Technical Communication and Lean2015Ingår i: Quality Innovation Prosperity, ISSN 1335-1745, E-ISSN 1338-984X, Vol. 19, nr 2, s. 103-122Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    Purpose: The purpose of this paper is to present best practices and areas of improvement in Technical Communication (TC) analyzed with Lean values as a base. The purpose is also to analyze the results from a holistic perspective using the Synergy-4 model, a multi-perspective approach which considers four different spheres of an organization at a time in order to discover synergies.

    Methodology/Approach: To fulfill the purpose, 15 interviews in four different companies were conducted. These were then analyzed and the results were categorized into a number of predefined Lean areas. The results from the Lean values were then further analyzed with the Synergy-4 model as a base.

    Findings: Taking a Lean perspective could enhance the status of TC with regard to finding ways to incorporate the customer’s voice more clearly when it comes to strengthening the role of TC. The result from the analyses indicates that Lean and Synergy-4 can enrich each other.

  • 40.
    Ingelsson, Pernilla
    et al.
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Mårtensson, Anna
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Measuring the importance and practices of Lean values2014Ingår i: The TQM Journal, ISSN 1754-2731, E-ISSN 1754-274X, Vol. 26, nr 5, s. 463-474Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    Purpose – The purpose of this paper is to present the result from a study carried out at an organization, which has recently started applying Lean, to examine changes in the importance and presence of Lean values within the organization in relation to when different parts of the organization started to apply Lean.

    Design/methodology/approach – A questionnaire was used at three different groups at a dental care provider. ANOVA was used to detect any differences in regards to the importance and practice of five Lean values in relation to time since the clinics started to apply Lean.

    Findings – The study showed no difference between the three groups in relation to the stated importance of the values, something that could indicate that there is a commonly shared value base in the organization. The only difference that was statistically significant was with regard to the presence of the values ‘Continuous improvement’ and ‘Supportive leadership’ between Groups 1 (pilot, 18 month since starting to apply Lean) and 3 (not yet started to apply Lean).

    Research limitation/implications – The research was conducted as one single study in one organization and further research should be done in other organizations and types of businesses.

    Practical implications – The questionnaire can be used in organizations to put focus on cultural change when applying Lean both when it comes to practice as well as importance.

    Originality/value – Traditional measures mainly focus on hard measurements when measuring the progress in applying quality initiatives such as Lean. This questionnaire can complement these traditional measurements and create a greater focus on the cultural changes in the organization.

  • 41.
    Ingelsson, Pernilla
    et al.
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitets- och maskinteknik.
    Snyder, Kristen
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitets- och maskinteknik.
    Bäckström, Ingela
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitets- och maskinteknik.
    Developing value-based leadership for sustainable quality development: Let’s do it2018Konferensbidrag (Refereegranskat)
    Abstract [en]

    Introduction

    In a report in Harvard Business Review, Grant (2016) cited that one of the most critical factors for building quality and innovation in business today is the role of values. Companies that are grounded in clearly articulated values create conditions for employees to be creative and divergent, which is a key ingredient for quality improvement and innovation (ibid). The industrial model that valued compliance and order, is being replaced by a model that values employee engagement as necessary for meeting the needs of customers and improving quality (ibid). This is possible when employees are clear about the values from which decisions are made and understand the reasons why companies choose certain practices. No longer is the “what” and “how” of business practice sufficient to ensure quality: employees need to understand “why” they do what they do to establish a sense of identity and culture for quality innovation (Pink, 2006; Sinek, 2009).

    Understanding values, including what they are and how they are developed is a contemporary challenge for many business leaders. Values are embedded in an organizations culture and reflected in the behaviors, language and symbol systems used in an organization (Schein, 2004). According to Hildebrandt (1991), changing the corporate culture is increasingly recognized as one of the primary conditions for successfully developing quality in business.  At the same time research shows that the majority of quality initiatives fail due to a lack of understanding about culture (Turesky & Connell, 2010, ). Instead, many leaders remain stuck in a leadership approach that worked in the past and miss opportunities to build energy that is revitalizing (Boyatzis & McKee, 2005).

    Proponents of design thinking suggest there is much to learn from designers about how to understand and develop culture (Brown, 2008). Leavy (2010) states that there is a “growing recognition that ‘design thinking’ or the creative principles long associated with the design function, may now have something very significant to offer when applied…to business management and strategy development” (p. 5-6). Design thinking offers possibilities to develop innovation in management to generate sustainability in business excellence through high engagement and high performance organizational culture.

    In 2015, a project was initiated through financing from KK Stiftelsen to help business leaders develop a value-based leadership to support sustainable quality innovation in manufacturing. Design thinking was applied as part of the research and innovation approach to gain insights into the challenges facing leaders and to develop prototypes for understanding and building cultures of success through value-based leadership.  

    The purpose of this paper is to present findings from years one and two of the project to examine the cultures within three manufacturing companies and the corresponding leadership practices. Specifically, we address the question: what can we learn from business leaders about the constraints and possibilities to developing a value-based leadership in manufacturing; and what tools can be applied to build a culture of innovation and engagement that resonates with company values and support strategic planning and business excellence?

     

    Method

    A three-year multi-site case study was conducted in collaboration with three manufacturing companies in Sweden. Data were collected through a series of workshops to gain insights into the constraints and possibilities for leaders in manufacturing to develop a value-based leadership to support sustainable quality development. Data were gathered through a 1) leadership survey, 2) interviews with three general directors, 3) focus groups with middle and top-level managers, 4) observations and cultural analysis, survey, 5) storytelling and appreciative inquiry, and 6) an employee questionnaire. The study design was based on a collaborative, iterative model using the Stanford Design thinking framework (Ling, 2015): 1) empathy, 2) framing, 3) ideation, 4) prototyping, and 5) testing the prototypes with users. Respondents in the study represent leadership teams in three Swedish manufacturing companies and their employees. Company A includes 16 middle management leaders and two production leaders, and one general director. Company B is represented by ten middle managers and one production leader. Company C is represented by three middle managers, one production leader, and one general director.

               

    Findings

    The findings indicated that in general there is a lack of dialogue among leaders about what is leadership, what is culture and what is meant by values in the organization. As well, there is a heavy emphasis on structure and process, yet at the same time there lacks a clear understanding about why the structures exist and how they can be used to spawn innovation. Moreover, participating leaders in manufacturing succumb to a crisis leadership model that results from the heavy emphasis on productivity and bottom-line effectiveness. Leaders in each of the companies repeatedly expressed the need to develop structures and systems of leadership that would free them to become proactive. Participants also recognized a positive side effect they believed would result in the form of employee engagement and shared decision making if they had the opportunity to focus on long-term development.

           Design thinking and the methods used to develop work culture, including appreciative inquiry, storytelling and coaching, provided leaders with new insights into the culture within the company. Leaders were able to identify both constraints and possibilities for changing the culture from disengagement to engagement. Through the process, they also began to identify values and recognized the importance of valuing employees to affect innovation and build a culture of engagement. We also witnessed increased dialogue among leaders that reflected an understanding of the importance to engage middle managers and employees in problem solving and innovation.

     

    Boyatzis R., McKee, A. (2005) Resonant leadership. Boston: Harvard Business School Press.

    Brown, T. (2008) “Design thinking". Harvard Business Review, pp. 1-10

    Grant, A. (2016) “How to build a culture of originality”. Harvard Business Review. March 2016. 86- 94.

    Hildebrandt, S. 1991. Quality culture and TQM. Total Quality Management, 2, 1-15.

    Leavy, B. (2010) “Design thinking: a new mental model of value innovation”. Strategy & Leadership. Vol. 38, no 3., pp. 5-14

    Ling, D. (2015) Complete design thinking guide for successful professionals. Singapore: Emerge Creatives Group.

    Pink, D. (2006) A whole new mind: why right-brainers will rule the world. New York: Riverhead Books.

    Schein, E. H. 2004. Organizational culture and leadership (3. ed.). San Francisco: Jossey-Bass.

    Sinek, S. (2009). Start with Why: how great leaders inspire everyone to take action. New York: Penguin Group.

    Turesky, E. F., Connell, P. (2010). “Off the rails: understanding the derailment of a Lean manufacturing initiative”. Organization Management Journal. 7, pp. 110-132

  • 42.
    Ingelsson, Pernilla
    et al.
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Institutionen för kvalitets- och maskinteknik.
    Sten, Lilly-Mari
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Institutionen för kvalitets- och maskinteknik.
    Bäckström, Ingela
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Institutionen för kvalitets- och maskinteknik.
    Häggström, Marie
    Mittuniversitetet, Fakulteten för humanvetenskap, Institutionen för omvårdnad.
    Assessing Quality Management culture in order to develop ICU transitional care2019Ingår i: 22nd QMOD conference: Quality and Service Sciences ICQSS 2019 / [ed] Su Mi Dahlgaard-Park, 2019Konferensbidrag (Refereegranskat)
    Abstract [en]

    Purpose - The purpose of this paper is to present and analyse the result from using a questionnaire measuring the presence of a number of QM values, as well as the use of Appreciative Inquiry (AI) and the feeling of pride in a healthcare setting focusing on transitional care.

     

    Methodology/approach – Co-workers at two different hospital’s intensive care units answered a previously developed and tested questionnaire. A new factor was developed in order to measure customer focus in the healthcare context. The result was analysed using SPSS with the aim of finding areas to improve the patient transfer process from intensive care to general ward.

     

    Findings – The questionnaire can be used to create an understanding of the existing culture in an organization but it needs to be analysed qualitatively. The result from the examined organizations show a common culture in the two units even though they are located in different hospitals and cities. The result further shows some differences between professions but overall, the result points at a relatively high agreement to the QM values in the organization indicating the presence of a quality culture.    

     

    Practical implications – Using a QM value survey in the healthcare context could help developing the care from a different point of view then ordinary. It could help to shift focus from individual to group and system.

  • 43.
    Kahm, Therese
    et al.
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Institutionen för kvalitets- och maskinteknik.
    Ingelsson, Pernilla
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Institutionen för kvalitets- och maskinteknik.
    Creating a development force in Swedish healthcare: a focus on the first-line managers’ perspective when applying Lean2019Ingår i: International Journal of Health Care Quality Assurance, ISSN 0952-6862, E-ISSN 1758-6542, Vol. 32, nr 8, s. 1132-1144Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    Purpose The purpose of this paper is to present the results from a study that investigates first-line healthcare managers' views on their role and the conditions that influence their ability to drive improvement work based on Lean. Design/methodology/approach A questionnaire was sent to all first-line managers in a healthcare organization to investigate their views on their role, conditions and ability to create change according to Lean. The results from four of the questions are presented, which focus on how crucial they consider their role to be for managing improvement work based on Lean, what work tasks their time is spent on, what factors they consider to be important to their ability to drive change and what factors best describe what Lean provides. Findings The results show that first-line managers claim that their role is crucial in improvement work, but when they defined their work tasks, the time spent on improvements was not frequently described. Time, support from coworkers, and a clear vision and clear goals were the three factors that they considered to be most important to their ability to drive improvement work. Considering their leadership, Lean contributed to the structure with tools and supportive methods. Originality/value The questions can be used separately or as part of the entire questionnaire before and along a Lean process to obtain a better understanding of how to create a sustainable Lean approach in healthcare. Understanding the factors that first-line managers consider supporting their ability in improvement work and what they consider Lean provides is important in creating a development force in Swedish healthcare.

  • 44.
    Kahm, Therese
    et al.
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Ingelsson, Pernilla
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Lean from the First-line Managers’ Perspective: Assuredness about the Effects of Lean as a Driving Force for Sustainable Change2017Ingår i: Management and Production Engineering Review, ISSN 2080-8208, E-ISSN 2082-1344, Vol. 8, nr 2, s. 49-56Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    The purpose of this article is to present the results from a survey concerning first-line managers’ assuredness about the effects of Lean after two years of Lean application in a Swedish healthcare organization. The purpose is also to reflect about assuredness as a driving force for sustainable change. Questionnaires were sent to all first-line managers in a healthcare organization in order to investigate how these managers consider their role, ability and conditions to create change according to Lean. One of the questions included 17 statements about how assured these managers were about the effects of Lean. The results from this question will be presented in this paper. The study showed that the majority of the first-line managers in this particular healthcare organization were assured that developmental work supported by Lean contributes to a higher patient focus, supports first-line managers with useful tools and methods, contributes to the development of an improvement culture and that the Lean concept in general is a support in improvement work. The question can either be used separately or as a part of an entire questionnaire in healthcare organizations. Asking first-line managers about their assuredness about the effects of Lean on a regular basis is one way to follow the Lean process from their perspective. The survey question might encourage discussions about the process of Lean and hopefully contribute to a greater understanding about the importance of assuredness and about the desired effects when applying Lean.

  • 45.
    Kahm, Therese
    et al.
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Institutionen för kvalitets- och maskinteknik.
    Ingelsson, Pernilla
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Institutionen för kvalitets- och maskinteknik.
    "Stuck in the middle” Healthcare first-line managers´ responsibilities and needs of support when applying LeanIngår i: Artikel i tidskrift (Refereegranskat)
  • 46.
    Lilja, Johan
    et al.
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Bäckström, Ingela
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Forsgren, Olov
    Region Västerbotten.
    Ingelsson, Pernilla
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Noaksson, Erik
    Region Jämtland Härjedalen.
    Nätterlund, Karolina
    Region Jämtland Härjedalen.
    Richardsson, Daniel
    Styrkebaserad.org.
    Åslund, Anna
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Insights from Sustainable Cleveland 2019: An Initiative Driving Sustainable Regional Development by Large Scale Summits, Collective Visioning, and lots of Creativity, Culture, and Appreciation2016Ingår i: Valuing and Evaluating Creativity for Sustainable Regional Development / [ed] Laven, D. & Skoglund, W., Östersund, 2016, s. 255-258Konferensbidrag (Refereegranskat)
    Abstract [en]

    Purpose

    Given the current growing challenges regarding sustainability, the need for massive engagement, creative solutions, and large scale change is evident. The challenges are e.g. clearly elaborated in the 17 sustainable development goals recently proposed by the United Nations. In facing these global challenges on a regional level, there is an urgent need for spreading and advancing best practice on how to involve the various citizens of a region in collectively co-designing, driving, and realizing a more sustainable region and future for all.

     

    An initiative that currently is up and running, engaging hundreds of people annually, continuously evolving, and showing promising results of such abilities is Sustainable Cleveland 2019 (“Sustainable Cleveland”, 2016). Starting in 2009, it is a 10-year initiative that engages and invites everyone in the region around Cleveland to work together to design and develop a thriving and resilient Cleveland that leverages its wealth of assets to build economic, social and environmental well-being for all. Since the start, results from the initiative show enhancements of both economic as well as social, cultural, and environmental development of Cleveland and the surrounding region. The initiative is interesting for many reasons, one being the change management approach of Appreciative Inquiry (AI), a promising research based approach from Case Western Reserve University (which is located in the region), which was applied at a large scale and in close collaboration with representatives from the cultural and creative sectors. It is an approach that actively enables, engages, and invites people in co-designing and self-organizing for realizing a more sustainable future in what might be described as an “appreciative social movement” (Boland, 2013). The approach relies on  a process that actively explores citizens’ appreciative perspectives on the best of what is, their dreams and hopes for the future, and how they see that this future can be designed and realized.  At the heart of the initiative is a thoughtfully designed AI large group summit, annually gathering hundreds of participants from all parts of society in a process of co-creation during two days. Interestingly, the application of AI has also been generally observed to provide the fastest, most consistent, and transformative results when focusing on sustainability (Cooperrider & Fry, 2012). Furthermore, the initiative is organized around annual celebration topics as a means to create a common focus within the region on one specific sustainability challenge such as “Clean water”, “Vital Neighborhoods” or “Zero Waste. The term itself, “Celebration Topics”, reflects how the initiative consistently and deliberately applies an “Appreciative Eye”, as described by Cooperrider & Srivastva (1987).  

     

    The purpose of this paper is to identify and contribute insights concerning the strengths of the Sustainable Cleveland 2019 initiative, with a special focus on how it uses the cultural and creative sectors as resources and drivers for sustainable regional development. The cultural and creative sectors refer in this paper to the performing arts and the seven creative fields especially highlighted by UNESCO – Crafts and Folk Arts, Design, Film, Gastronomy, Literature, Media Arts, and Music.

     

     

    Approach

    The paper is based on a case study conducted by the eight authors. Data has mainly been collected by participant observations and interviews with participants and organizers before, during, and after the Sustainable Cleveland summit in September 2015. The initial analysis was conducted during a follow up workshop in October 2015 and was preceded by structured individual reflections. Based on the workshop results, a secondary analysis was conducted where the strengths relating to the cultural and creative sectors were picked out and grouped into themes.  

     

     

    Findings

    As a result, several strengths were identified. During the secondary analysis, those strengths were grouped into three themes as presented below.

     

    1. Making the core process of Sustainable Cleveland 2019 more engaging and fruitful:

    One of the most obvious related strengths is the way the initiative uses practices from the cultural and creative sectors to increase the engagement in, and output of, the core processes. Many of the methods used within the initiative, such as for visioning, creating new ideas, and playfully prototype as a way to explore new ideas, have its roots in the cultural and creative sectors. One example is the practice of “rapid prototyping”, brought in from the design studio IDEO.

     

    2. Nurturing a reverence for the environment, raising awareness, and inspiring action:

    Another strength that relates to using the cultural and creative sectors as resources and drivers for sustainable regional development is the initiative’s close collaboration with local institutions of e.g. theater and music for putting focus on, engaging in, and elaborating the understanding of the annual celebration topics. On example is the short plays “Fire on the Water”, given by the Cleveland Public Theatre during the year of 2015 when the celebration topic was “Clean Water”. This activity focused on issues of sustainability in fun, intimate and personal ways. The work focused on how the environment can shape identity and celebrate the remarkable recovery of Cleveland’s waterways. Another example is the play “Air Waves”, given in 2014, weaving sustainability themes into a story of loss, reckoning, forgiveness and honeybees. Generally, the cultural and creative sectors are very much used as resources to nurture a reverence for the environment and raise awareness about critical issues related to sustainability. More about how the Cleveland Public Theatre, Tri-C, and Inlet Dance Theatre have been using the performing arts to raise consciousness and inspire action around water can be seen in a video produced by the initiative (“New video: How performing arts advance sustainability”, 2016).

     

    3. The cultural and creative sectors themselves are the focus of sustainability action:

    Finally, the cultural and creative sectors themselves are also the focus for sustainable development and action. Obviously, challenges such as decreasing waste, avoiding toxic substances, and lowering energy consumption are relevant also within these sectors themselves. Gastronomy, in terms of “Local Food”, was furthermore chosen as the overall celebration topic of the initiative in 2012 which made this an area for considerable sustainable development actions. As a result, several accomplishments were, and are continuously, achieved related to gastronomy within the initiative (“Local Foods”, 2016).

  • 47.
    Lilja, Johan
    et al.
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Institutionen för teknik, fysik och matematik.
    Eriksson, Maria
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Institutionen för teknik, fysik och matematik.
    Ingelsson, Pernilla
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Institutionen för teknik, fysik och matematik.
    Commercial experiences from a customer perspective: Elaborated, defined and distinguished2007Ingår i: Proceedings of the 10th International Conference on Quality Management for Organisational and Regional Development, Lund 18-20/6 2007, Lund: Linköping University Electronic Press, 2007, , s. -Konferensbidrag (Övrigt vetenskapligt)
    Abstract [en]

    A new type of business offering is currently gaining much attention, a type which in some aspects appears to be distinct from goods and services. These offerings are usually denoted as commercial experiences and are claimed to provide higher customer value than other types of offerings as they, for example, engage customers in an inherently memorable way. The understanding of what constitutes commercial experiences is however still scant. The purpose of this paper is accordingly to take a closer look at the commercial experience concept from a customer perspective. The paper aims specifically at elaborating and defining commercial experiences as well as distinguishing them from goods and services. Approach The paper is based on literature studies. Findings The authors identify memorable as the fundamental distinctive characteristic for commercial experiences. Memorable events are then shown to be strongly emotional events. Finally the two-factor structure of affect is used to show that the factor �strong engagement� is a critical driver of commercial experiences. As a result of the elaboration the authors also propose a new definition of commercial experiences and distinguish commercial experiences from goods and services in three ways. Originality/Value The paper increases the currently scant understanding of commercial experiences.

  • 48.
    Lilja, Johan
    et al.
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Institutionen för teknik och hållbar utveckling.
    Eriksson, Maria
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Institutionen för teknik och hållbar utveckling.
    Ingelsson, Pernilla
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Institutionen för teknik och hållbar utveckling.
    Commercial experiences from a customer perspective elaborated, defined and distinguished2010Ingår i: The TQM Journal, ISSN 1754-2731, E-ISSN 1754-274X, Vol. 22, nr 3, s. 285-292Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    Purpose - A new type of business offering is currently gaining much attention, a type which in some aspects appears to be distinct from goods and services. These offerings are usually denoted as commercial experiences and are claimed to provide higher customer value than other types of offerings as they, for example, engage customers in an inherently memorable way. The understanding of what constitutes commercial experiences is however still scant. The purpose of this paper is to take a closer look at the commercial experience concept from a customer perspective. The paper aims specifically at elaborating and defining commercial experiences as well as distinguishing them from goods and services. Design/methodology/approach - The paper is based on literature studies. Findings - The authors identify memorable as the fundamental distinctive characteristic for commercial experiences. Memorable events are then shown to be strongly emotional events. Finally the two-factor structure of affect is used to show that the factor "strong engagement" is a critical driver of commercial experiences. As a result of the elaboration the authors also propose a new definition of commercial experiences and distinguish commercial experiences from goods and services in three ways. Originality/value - The paper increases the currently scant understanding of commercial experiences.

  • 49.
    Lilja, Johan
    et al.
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Ingelsson, Pernilla
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Snyder, Kristen
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Bäckström, Ingela
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Hedlund, Christer
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Metaphors We Manage and Develop Quality by: Screening and Elaborating on the Metaphors of Quality Management2017Konferensbidrag (Refereegranskat)
    Abstract [en]

    Purpose: Metaphors are a powerful and human way of understanding and experiencing one kind of thing in terms of another. In Quality Management (QM) several metaphors are used to describe and bring to life the often abstract QM concepts and systems in clearer terms. These metaphors are undoubtedly of great importance for how QM is understood, communicated and practiced. They can also be assumed to have a significant impact on the perceived attractiveness of, and engagement in, QM systems. However, the metaphors of QM have seldom been systematically screened or put in focus, neither the topic of a critical discussion. The purpose of this paper is hence to contribute with a screening of the metaphors currently used, within QM literature and in practice among QM leaders, and then elaborate on their potential for improvement and development.

    Methodology/Approach: The paper is based on a literature review combined with interviews of QM leaders.

    Findings: The paper highlights that the current QM metaphors provide intuitive associations to properties such as stability, shelter, and structure but not to the important dynamic properties of QM, such as learning, or to the critical role of people in QM. It also provides suggestions for further improvements and development.

    Value of the Paper: The paper highlights the area of metaphors within QM as an important area for future research. It also provides insights concerning the successful use and selection of metaphors in future QM practice.

  • 50.
    Löfstedt, Ulrica
    et al.
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för data- och systemvetenskap.
    Ingelsson, Pernilla
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Bäckström, Ingela
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Öberg, Lena-Maria
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för data- och systemvetenskap.
    Can Lean improve the status of Technical Communication?: Taking a system perspective2014Ingår i: 17th QMOD-ICQSS Conference, Prague, Czech Republic: Entering the Experience Economy – from product quality to experience quality / [ed] Su Mi Dahlgard-Park and Jens J. Dahlgaard, Lund: Lund University Library Press , 2014Konferensbidrag (Refereegranskat)
    Abstract [en]

    Purpose - The purpose of this paper was to present best practices and areas of improvement in Technical Communication (TC) analyzed with Lean values as a base. The purpose was also to analyze the results from a holistic perspective using the Synergy-4 model.Methodology- To fulfill the purpose, 15 interviews in four different companies have been conducted. The interviews were analyzed and the results were categorized into a number of predefined Lean areas. The results from the Lean values were then further analyzed with the Synergy-4 model as a base.Results - Taking a Lean perspective could enhance the status on TC with regard to finding ways to incorporate the customer’s voice more clearly when it comes to strengthening the role of TC. The result from the analyses indicates that Lean and Synergy-4 can enrich each other.

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