Purpose
The purpose of this paper is to explore the differences between public and private organizations in the paths of business excellence models and to identify the key drivers for creating ...business results and customer satisfaction.
Design/methodology/approach
The partial least squares structural equation modeling technique is used to compare the path coefficients and to identify the key driver constructs for creating business results.
Findings
The variation in endogenous constructs is found to be more difficult to explain or predict for private organizations than for public organizations, despite the fact that the performance of private organizations is almost always higher than or equal to the performance of public ones in all criteria. The effect of “leadership” on “management of processes” is significantly higher in public organizations than in private ones. However, “management of processes” in public organizations does not seem to translate into “results.” The effect of “strategic planning” on creating business “results” is negative for public organizations and remains inconclusive, due to insufficient evidence, for private organizations.
Research limitations/implications
The results may not be generally applicable to other countries. However, they do support the move toward more tailor-made models for specific sectors.
Practical implications
It is necessary to review the national business excellence model in order to fit specific sectors.
Originality/value
This is the first study to investigate the differences between private and public organizations in the Swedish business excellence model.
PurposeThis study aims to explore factors that contribute to auditee satisfaction in external audit fieldwork of ISO 9001, and relationships between these factors.Design/methodology/approachThe ...purpose is addressed through a single case study and based upon data collected by a questionnaire. Data were analysed using probabilistic graphical models.FindingsAn auditor's knowledge of operations is shown to be the single most important factor contributing to auditee satisfaction in the study. Furthermore, establishing a co-operative audit atmosphere and focussing on business improvements support the co-creation of value in the interaction between auditor and auditee, while a focus on ISO compliance appears to be more of a hygiene factor.Research limitations/implicationsThis paper is based on a study of one company and its interactions with one of the certification bodies for external auditing. Hence, the generalisability of the findings is limited by the case study method.Practical implicationsThis paper identifies that an auditor's knowledge of operations and a focus on improvements and co-creation of value can improve auditee satisfaction and appreciation of the audit process.Originality/valuePrevious research has concluded that audit fieldwork is a key attribute associated with auditee satisfaction. This paper adds to this body of knowledge by empirically examining the specific factors within audit fieldwork that contribute to auditee satisfaction and focuses on value-creation in the audit process. By understanding these factors and moving towards a service perspective on audits with value co-creation as focus, it is possible to enhance the value of external audits.
Sustainable coworking: the member perspective Magnusson, Daniel; Raharjo, Hendry; Bosch-Sijtsema, Petra
Journal of corporate real estate,
05/2024, Letnik:
26, Številka:
2
Journal Article
Recenzirano
Odprti dostop
Purpose
Sustainability is regarded as a core value that the coworking movement aspires to. However, most sustainability efforts focus on the providers’ perspective while neglecting the coworking ...members’ role. Therefore, this paper aims to explore sustainable coworking from the members perspective by focusing on sustainable behaviors.
Design/methodology/approach
This study uses a flexible pattern matching approach. Theoretical patterns are identified using literature on coworking space and sustainable behavior while matching them with the empirical data. Data were collected from three different coworking spaces in Sweden through interviews and observations.
Findings
Based on the theoretical patterns, three constructs for sustainable coworking were identified, namely, productive behavior, prosocial behavior and responsible space sharing behavior. Through the empirical data, the constructs were further concretized to understand their different aspects. The findings uncovered a new layer of complexity where members can show the same behavior and be perceived differently.
Originality/value
This study offers a more holistic understanding of sustainable coworking by highlighting the members’ role and identifying different member perceptions on sustainable coworking behaviors.
Purpose
The purpose of this paper is to identify actual (as-is) patient pathway variation among breast cancer patients and to investigate the relationship between pathways and the cost incurred by ...patients.
Design/methodology/approach
Both quantitative and qualitative methods were employed to analyze data from four Swedish hospital groups. Quantitative methods include event-log data mining and statistical analyses on the related patient cost from the Swedish breast cancer quality registry and case-costing system. Qualitative methods included collaboration with and interviewing domain experts.
Findings
Unique pathways, followed by only one patient, were generally costlier than the most and less frequent pathways. Earlier study findings are confirmed for mastectomy patients, with more frequent pathways having a lower cost, whereas contradicting and inconclusive results emerged for the partial mastectomy patient groups. Highest variation in pathways was identified for patients receiving chemotherapy.
Practical implications
The common belief – if one follows a standardized patient pathway, then the cost will be lower – should be re-examined based on the actual pathways that occur in reality.
Originality/value
The relationships between patient pathways and patient cost allow more complex insights, beyond the general causal relationship between successfully implementing a “to-be” care pathway and lower cost. This highlights data-driven research’s importance, where actual pathways (as-is) provide more useful information than to-be care pathways.
Purpose - This paper aims to investigate the need of normalizing the relationship matrix in quality function deployment (QFD), especially when it leads to rank reversal, and eventually provide a ...guideline to know when it should be done.Design methodology approach - The research was carried out based on some empirical observations and previous research data.Findings - A rule of thumb is proposed to know when the rank reversal, as a result of normalizing QFD relationship matrix, can be desirable or undesirable.Research limitations implications - Since the rule of thumb is based on empirical basis, it might not work perfectly for every single case, especially for large-sized QFD matrices. Hence, this opens up a new challenge for future research to complement the current findings.Practical implications - This paper shows that any QFD practitioner should be aware of the fact that normalization in the QFD relationship matrix is not a trivial issue, especially when it causes rank reversal. Ignoring normalization might cause potentially misleading results. However, using normalization does not always guarantee that one may obtain reliable results.Originality value - There are two novel findings in this paper. First, it is the exposition of the pros and cons of normalization in QFD relationship matrix. Second, it is the proposed rule of thumb which may serve as an important guideline for any QFD practitioner when dealing with the relationship matrix.
Purpose - This article aims to provide a literature review on the use of quality function deployment (QFD) in healthcare and a case study in order to provide contextual knowledge as a means of ...improving applications of QFD in healthcare.Design methodology approach - The literature search was done via Google Scholar, PubMed MEDLINE, and Web of Science using the keywords "quality function deployment" and "healthcare"; focusing on journal publications and their related citations. The case study was done within a design for Six Sigma project (DFSS) in a Swedish hospital. Empirical data were collected through face-to-face interviews and project documentation.Findings - Four potentials (better understanding of customers' needs and wants, identification of opportunities for process improvement, effective system thinking approach, and better communication and more transparent process) and three antecedents (understanding the customer, understanding the customer's needs, and finding ways to prioritize and translate those needs) of QFD application in healthcare were identified from the literature review. From the case study, the application of QFD leads to an increased awareness of a complex multiple-customer concept, traceability of the improvement strategies in a more structured way, and the formation of a new process organization. A time study at one clinic (cardiology) before and after the project within which the QFD was used showed that the time spent on prescription of medication has decreased by more than 20 percent. This has increased the time that doctors can spend with their patients.Practical implications - This paper highlights the potentials and antecedents of applying QFD in healthcare from previous research. Furthermore, the practical findings obtained from applying QFD in the project can also provide some useful insights for practitioners.Originality value - The novel contribution is two-fold. First, it is the identification of the potentials and antecedents of using QFD in healthcare context. Second, it is the findings and learning from a practical application of QFD for improving a medication process in the hospital.
Background
Patients’ complaints have been highlighted as important for constructively improving healthcare services. In so doing, it may be important to identify disparities in experiences based on ...patients’ demographics, such as sex.
Aim
To explore hospital recorded complaints addressing potential sex differences and whether complaints were reported by the patient or a relative.
Methods
Quantitative study of all 835 closed patient complaints during 2013 at three mid‐sized hospitals in Sweden. The complaints were categorisation based on perceived quality theory and analysed using a probabilistic graphical model. The findings were validated through qualitative interviews.
Findings
Female patients were more likely than male patients to report dissatisfaction with interpersonal issues, whereas male patients were more likely to report dissatisfaction with administration. If a complaint from a male patient had been reported by a relative, the matter was more likely to be interpersonal. Improvement suggestions were predominantly reported by staff. However, patients and relatives proved more likely than staff to report improvement suggestions when dissatisfied with interpersonal matters.
Conclusion
Using a Bayesian network, this article suggests that complaints in health care should be more holistically understood and the factors should be viewed as interconnected. This article addresses complaints as an important source of identifying not only perceived healthcare deficiencies and sex disparities, but also improvement suggestions.
Purpose
The purpose of this paper is to present findings from a qualitative research study that was designed to examine the application of the management index (MI) to support effectiveness among ...management teams. Specifically, the research was twofold: to examine the usefulness of the MI as a tool to enhance effectiveness in management teams; and to identify conditions necessary for successful use of the MI.
Design/methodology/approach
A three-year multi-site qualitative case study was conducted with five medium- to large-scale organizations, from public and private sectors, to apply and examine the use of the MI. Data were collected from participants during a series of workshops designed to examine the ways in which the tool was used to enhance effectiveness in management teams, and conditions that were determined supportive or a hinder to using the tool.
Findings
Findings from the qualitative data demonstrate four primary uses of the in which the MI: pulse reader, navigation, systematic dialog, management team development. It is, however, not clear yet if the use of the MI contributes to improvement in efficiency and effectiveness. The degree of maturity within the organization and teams, as defined by open and transparent communication and clarity of purpose of direction, appear to be key factors for how well teams benefit from the MI. Furthermore, the tool appears to benefit from longer term usage rather than quick-fix usage, although this claim has yet to be validated by further investigations.
Practical implications
The MI was developed by Swedish Institute of Quality to provide a simpler performance measurement tool for management teams to support quality improvement processes in organizations in Sweden. The MI was developed to provide management teams with access to vital information that could serve as the basis for prioritizing areas of needed improvement, while reducing time and complexity associated with traditional business excellence models.
Originality/value
This study contributes to an ongoing dialogue about how to support quality management through the use of performance measurement tools. In particular, the study supports the need to develop understanding about the importance of dialogue and process combined with the use of measures to achieve results.
ABSTRAKGSM VoIP Gateway digunakan untuk menghubungkan jaringan VoIP dengan jaringan GSM sehingga memungkinkan VoIP client melakukan komunikasi dengan VoIP client lain melalui jaringan GSM sehingga ...biaya komunikasi dapat ditekan. Pada penelitian ini, telah dirancang dan direalisasikan sistem IP PBX yang dihubungkan ke jaringan GSM menggunakan GSM VoIP Gateway. Evaluasi kinerja GSM VoIP Gateway pada sistem IP PBX dilakukan dengan mengamati nilai parameter Quality of Service (QoS). Komunikasi antara VoIP client dengan GSM VoIP Gateway dikategorikan pada kualitas layanan VoIP yang baik karena memiliki nilai rata-rata jitter ≤ 5,7 ms, packet loss ≤ 0,18% dan delay ≤ 9,41 ms. Komunikasi antara softphone SIPdroid dengan GSM VoIP Gateway memiliki nilai rata-rata jitter 22,58 ms, paket loss 48,68%, dan delay 14,54 ms, hal ini disebabkan karena komunikasi VoIP menggunakan koneksi WiFi. Selain itu perbedaan spesifikasi perangkat keras dan perangkat lunak juga turut mempengaruhi nilai parameter QoS.Kata kunci: GSM VoIP Gateway, IP PBX, VoIP ABSTRACTGSM VoIP Gateway is used to connect the VoIP network to the GSM network, allowing VoIP clients to communicate with other VoIP clients via the GSM network therefore the communication costs can be reduced. In this research, an IP PBX system connected to a GSM network using a GSM VoIP Gateway has been designed and realized. Performance evaluation of the GSM VoIP Gateway on the IP PBX system is carried out by observing the value of the Quality of Service (QoS) parameter. Communication between the VoIP client and GSM VoIP Gateway is categorized as a good quality VoIP service because it has an average value of jitter ≤ 5.7 ms, packet loss ≤ 0.18% and delay ≤ 9.41 ms. Communication between the SIPdroid softphone and the GSM VoIP Gateway has an average jitter value of 22.58 ms, a packet loss of 48.68%, and a delay of 14.54 ms, due to VoIP communication uses a WiFi connection. In addition, differences on hardware and software specifications also affect the value of QoS parameters.Keywords: GSM VoIP Gateway, IP PBX, VoIP
This research aims to test the mediating role of both affective and cognitive satisfaction on the effect of service quality on loyalty. Affective satisfaction is represented by Kansei ...Engineering-based measures and cognitive satisfaction is represented by overall customer satisfaction. The study is based on a survey through personal interviewing and face-to-face questionnaire. There were 102 respondents from 24 hotels ranging from three-star to five-star hotels in Surabaya, Indonesia. There are four latent variables, namely, service quality, overall customer satisfaction, Kansei and loyalty. We found that both overall customer satisfaction and Kansei partially mediate the relationship between service quality and loyalty (approximately 52% mediation effects). In particular, the two mediators, namely, Kansei and overall customer satisfaction, account for 24% and 28% of the effect of service quality on loyalty, respectively. This research complements the previous research by taking into account both cognitive and affective satisfaction as mediators at the same time. It is shown that the two-mediator model fits the data better than using one mediator or no mediator. The generalisation of the results from the study is limited because of the relatively small sample size in a single service setting.
PDF
