Purpose – The purpose of this paper is to develop an understanding of how patients experience their health problems and how they can generate innovative ideas about health care services. The research questions that guide the present study are: how can solicited diaries be used for capturing...

Purpose – The purpose of this paper is to describe health promotion activities accomplished within a project and to measure the conditions for sustainable health within the case organizations. Also, the purpose is to test a previously developed measurement approach, which measures...

Purpose – The purpose of this paper is to investigate if different applications of process orientation exist and how these are characterised. Furthermore, the objective is to investigate how the applications of process orientation relate to the line organization. Design/methodology/approach...

Purpose – The purpose of this paper is to trace the development of a methodology for identification of stakeholders, their demands, wants and expectations. Design/methodology/approach – Within the public eldercare, data were collected by means of participant observations to assess the...

Purpose – The purpose of this paper is to discuss how a performance measurement system called “the flow model” is designed to measure changes towards lean thinking in health care services. Design/methodology/approach – The paper integrates literature from the health care sector and the...

Purpose – Continuous improvement has become an important strategy in improving organizational performance. Unfortunately, product development is often excluded in continuous improvement programs due to the special characteristics of product development activities. The overall purpose of this...

Purpose – The purpose of the paper is to present a proactive quality costs measurement methodology, which describes the value of quality improvements and the implication of this value on customers' perception regarding the value of the product. Design/methodology/approach – By describing the...