Purpose Upcoming as well as mature industries are facing pressure as regards successfully managing operational excellence, and, at the same time, driving and managing innovation. Quality management concepts and practices’ ability to tackle this challenge have been questioned. It has even been...

Purpose – The purpose of this paper is to explore the phenomenon of innovation in the current Swedish governmental administration system. More specifically, the paper explores the current understanding within the system of what innovation is, as well as why and how it should be achieved....

Purpose Through the lens of a total quality management approach, this paper aims to examine the effects of health-care service quality on patient satisfaction, repatronage intention (RI) and positive word-of mouth (PWOM) at a public hospital specialized in women and children’s diseases. The...

Purpose The purpose of this paper is to identify and synthesize approaches to studying Lean transformation to further develop a comprehensive approach that integrates organizational culture analysis and performance measurement systems from a systems perspective. Design/methodology/approach This...

Purpose The purpose of this study is to systematize the analytic viewpoints, establish the diagnosis procedure and develop the needed tool. To conduct proper work process diagnosis based on failure cases, the necessary analytic viewpoints must be sufficiently systematized for hospital medical...

Purpose The capability of an organization to perform not only incremental quality improvements to the existing processes and products but also innovative or radical improvements that explore new opportunities is referred to as organizational ambidexterity. Research indicates that the long-term...

Purpose The purpose of this paper is to describe an approach to build a quality culture within a higher education institution. Design/methodology/approach This paper is based on Action research and a Case study. Findings The authors show the result of the mapped processes of a higher education...

Purpose The aim of this paper is to suggest and demonstrate how anchoring vignettes, as a survey instrument, can be applied to study quality management (QM) across cultures. Cultural differences may create challenges in QM. Quantitative surveys are commonly used to study QM practices but do not...

Purpose – The purpose of this paper is to examine relationships between quality management health dimensions, employee health, flow and work integrated learning in primary schools. Previous research has indicated relationships between quality management and health. In this study, the role that...

Purpose The purpose of this paper is to study management processes within successful societal entrepreneurship to further understand the role of management in customer value creation. Design/methodology/approach Management in three successful societal entrepreneurship initiatives has been...