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  • 1.
    Bäckström, Ingela
    et al.
    Mittuniversitetet.
    Eriksson, Lina
    Mid Sweden University, Department of Psychology, Östersund, Sweden.
    Lagrosen, Yvonne
    University West, Department of Engineering Science, Divison of Natural Sciences, Surveying and Mechanical Engineering.
    A health‐related quality management approach to evaluating health promotion activities2012In: International Journal of Quality and Service Sciences, ISSN 1756-669X, E-ISSN 1756-6703, Vol. 4, no 1, p. 76-85Article in journal (Refereed)
    Abstract [en]

    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 health-related quality management.

    Design/methodology/approach – A health promotion project currently being carried out at eight Swedish elementary schools has been studied. In earlier research a measurement approach was developed to measure health-related quality management. The approach was handed out to the co-workers at the eight different schools in the initial stage of the project. The leaders at the schools were informed of the results of their own school and the mean value of all the eight schools. The consistency and reliability of the statements within the approach was tested.

    Findings – A description of health promotion activities accomplished and planned within the project can be found. The results from the measurement of the health-related quality management in the eight schools are presented, together with the mean score of all schools. The test of the measurement approach is presented and discussed.

    Originality/value – A description of health promotion activities can help managers and project leaders to plan and carry out valuable health promotion activities in their striving for both sustainable health among the co-workers and efficient organizations. This measurement approach can help managers and project leaders to measure the effects of the health promotion activities

  • 2.
    Bäckström, Ingela
    et al.
    Mittuniversitetet.
    Eriksson, Lina
    Mittuniversitetet.
    Lagrosen, Yvonne
    University West, Department of Engineering Science, Division of Process and Product Development.
    A health-related quality management qpproach to evaluating health promotion activities2011In: Proceedings QMOD Conference on Qualityand Service Sciences 2011, 2011, p. 188-197Conference paper (Refereed)
  • 3.
    Bäckström, Ingela
    et al.
    Mittuniversitetet.
    Lagrosen, Yvonne
    University West, Department of Engineering Science, Division of Process and Product Development.
    Are successful organizations working accordingly to what co-workers require for being healthy?2011In: 14th QMOD conference on Quality and Service Sciences ICQSS 2011: Cottbus, Germany, August 29 - 31 2010, 2011, p. 1-14 pdfConference paper (Refereed)
    Abstract [en]

    The purpose of this paper was to compare methodologies from successful organisations with underlying dimensions of the value 'Leadership Commitment' and the value 'Participation of Everybody. The purpose was also to identify similarities and differences between these methodologies and the underlying dimensions.

    Methodology

    The analysis emerged from the results of several recently conducted case studies: descriptions of methodologies used by successful organizations and underlying dimensions elaborated from the value ‘Leadership Commitment’ and from the value ‘Participation of Everybody’. The identified methodologies were then analyzed in relation to the description of the underlying dimensions required by the co-workers with the intention of comparing them and identifying similarities and differences.

    Findings

    The results show that the underlying dimensions required by the co-workers to remain healthy are also present as methodologies in the successful organizations except the underlying dimension ‘Continuity’. The dimensions correspond with the methodologies which confirm that working with them is very important for managers when striving to encourage healthy co-workers and to create efficient organizations. The analysis also shows that the successful organizations are using methodologies not present in the underlying dimensions. These methodologies include mutual respect, customer focus, continuous improvements, a holistic view and awareness recruitment.

    Research Limitation

    The result is based on two case studies conducted in Swedish organizations.

    Value of paper

    The results can be of value for managers striving to improve the health of co-workers and create more efficient organizations.

     

  • 4.
    Bäckström, Ingela
    et al.
    Mittuniversitetet.
    Lagrosen, Yvonne
    University West, Department of Engineering Science, Division of Process and Product Development.
    Eriksson, Lina
    Mittuniversitetet.
    Change of the Quality Management culture through health-promotion activities?2014In: Total Quality Management and Business Excellence, ISSN 1478-3363, E-ISSN 1478-3371, Vol. 25, no 11-12, p. 1236-1246Article in journal (Refereed)
    Abstract [en]

    There is great demand for workplace health-promotion programmes that improve co-worker health and provide a return on investment, which is due to the continuous escalation of care costs and the prioritisation of co-worker health by businesses. Early research found that organisations that have achieved good co-worker health with low sickness absence through their conscious and well-structured work were also working according to Quality Management. Health-promotion interventions are possible in every organisation, but before starting a health-promotion programme it is necessary to analyse the organisation and especially its culture. The purpose of this paper is to measure in what way health-promoting activities influence the Quality Management culture, particularly the health-related values 'Leadership commitment' and 'Participation of everybody'. A comparison between the Quality Management culture before starting a health-promotion project and the results a year later is presented. The results show that health-promotion activities do not affect the Quality Management culture, at least not from a year perspective. On the other hand, the results show that health-promotion activities can affect co-workers' perception of their health. © 2014 © 2014 Taylor & Francis.

  • 5.
    Lagrosen, Stefan
    et al.
    University West, Department of Economics and IT, Division of Business Administration.
    Lagrosen, Yvonne
    Chalmers University of Technology.
    A dive into the depths of quality management2006In: European Business Review, ISSN 0955-534X, E-ISSN 1758-7107, Vol. 18, no 2, p. 84-96Article in journal (Refereed)
    Abstract [en]

    Purpose - The purpose of this paper is to study the fundamentals of quality management, to examine the deeper layers of quality management and propose a tentative framework of its profound foundations. Design/methodology/approach - The paper is conceptual, reviewing the quality management literature and connecting it with contributions from service management, organisational consciousness studies and eastern philosophy. Findings - A model of quality management consisting of the levels of techniques, models and values has been the starting point. From this basis, an elaborated framework of the foundations of quality management, including different aspects of the values, functions and activity elements, has been developed. Originality/value - Current approaches to quality management might be too superficial, which could be the cause of many implementation failures. In this paper, a deeper understanding is sought. A novel framework has been proposed that can provide a basis for further research into the profound nature of quality management. Further, implications that should be useful for managers are discussed. © Emerald Group Publishing Limited.

  • 6.
    Lagrosen, Stefan
    et al.
    University West, Department of Economics and IT, Division of Business Administration.
    Lagrosen, Yvonne
    Chalmers University of Technology.
    Exploring service quality in the health and fitness industry2007In: Managing Service Quality, ISSN 0960-4529, E-ISSN 1758-8030, Vol. 17, no 1, p. 41-53Article in journal (Refereed)
  • 7.
    Lagrosen, Stefan
    et al.
    University West, Department of Economics and IT, Division of Business Administration.
    Lagrosen, Yvonne
    University West, Department of Engineering Science, Division of Process and Product Development.
    Quality and aesthetics in classical music2010In: Proceedings EURAM 2010, Rome, 19-22 mai, 2010: Back to the future, Rome, 2010Conference paper (Refereed)
  • 8.
    Lagrosen, Stefan
    et al.
    University West, Department of Economics and IT, Division of Business Administration.
    Lagrosen, Yvonne
    University West, Department of Engineering Science, Division of Process and Product Development.
    Quality and health in a learning organisation2009In: Proceedings of the 12th International QMOD Conference in Verona, 27-30 August 2009, Verona, 2009Conference paper (Refereed)
    Abstract [en]

    Purpose The purpose of this study is to shed light upon the connections between quality management, employee health and organisational learning. As we wanted to focus on the learning aspect, we chose to carry out the study in organisations for which learning and knowledge is the main activity. Therefore, the school sector was considered a suitable object for study. Methodology/approach The study is based on a quantitative survey using a structured questionnaire. Items measuring health status and prominent values of quality management developed from previous research were included in the questionnaire. The teachers in a random sample of 20 schools in the province of Västra Götaland in south-western Sweden received the questionnaires. The number of completed and returned questionnaires was 229. The items were checked for reliability with Cronbach’s Alpha tests and the correlation was measured with Pearson’s correlation test. Findings The Conbach’s Alpha tests showed that the reliability of all the indices measured was sufficient. Moreover, correlations were found between all the indices of quality management values and the health index. This indicates that the health status of the school employees is related to the level of adoption of the studied quality management values. In order to ground the findings in a relevant theoretical setting they were related to the theories of organisational learning. A framework depicting the findings from an organisational learning perspective has been developed. Research limitation/implications The findings of this research strengthen the knowledge of the connections between quality management and health. The framework combining health implications of quality management with organisational learning constitutes a useful vantage point for further research. As health promotion is closely related to pedagogical issues, this should be a promising area for future research. The study was carried out in Sweden and the possibilities for generalising the findings to other countries are not certain. In addition, the relevance of the study for other organisations than schools remains unproven. Accordingly, more research in this direction in other countries and different sectors should be welcome Originality/Value of paper Previous research has indicated links between quality management values and employee health. However, this has mainly been studied in an industrial manufacturing setting and no studies have been directed towards the school sector. Consequently, the findings of this research study are valuable for the general understanding of the relationship between quality management and health. Furthermore, the connections to organisational learning represent a novel approach which could build bridges between quality management and health promotion leading to a more holistic understanding of quality and health in organisations. For managers, the findings are useful as guiding lights in their quests towards higher quality and better employee health.

  • 9.
    Lagrosen, Stefan
    et al.
    Linnaeus University, Kalmar, Sweden.
    Lagrosen, Yvonne
    University West, Department of Engineering Science, Division of Mechanical Engineering and Natural Sciences.
    Service quality in fitness centres: examining the dimensions2016In: 1st International Conference on Advanced Business and Social Sciences, 28-29/1, 2016, Jelantik, Indonesia, 2016Conference paper (Other academic)
    Abstract [en]

    The fitness industry is expanding in most parts of the world. Nevertheless,the amount of research regarding this industry has thus far been relativelylimited. In previous research, quality dimensions for fitness companieshave been explored and a tentative framework has been proposed. Thepurpose for the present study is to examine the framework and quantifyits components. A survey has been conducted. A questionnaire based onprevious research was developed and delivered by telephone to 86 fitnesscentres of which 67 agreed to participate, giving a response rate of 78%.The items of the quality dimensions in the studied framework were analysedwith Cronbach's Alpha and were found to be statistically reliable. Theunderlying structure of the enablers in the framework was examined withexplorative factor analysis resulting in five underlying enablers. Moreover,the impact of the enablers on the profitability of the centres was measured.The results should be interesting for managers in this sector, as well as, forthe advancement of service quality theory.

  • 10.
    Lagrosen, Stefan
    et al.
    University West, Department of Economics and IT, Division of Business Administration.
    Lagrosen, Yvonne
    University West, Department of Engineering Science, Division of Process and Product Development.
    The learning process of health service procurement2011In: 14th QSS and Toulon-Verona Conference, 2011Conference paper (Refereed)
  • 11.
    Lagrosen, Stefan
    et al.
    University West, Department of Economics and IT, Division of Business Administration.
    Lagrosen, Yvonne
    University West, Department of Engineering Science, Division of Process and Product Development.
    Trust and quality management: Perspectives from marketing and organisational learning2012In: Total Quality Management and Business Excellence, ISSN 1478-3363, E-ISSN 1478-3371, Vol. 23, no 1, p. 13-26Article in journal (Refereed)
    Abstract [en]

    In this paper, the concept of trust is elaborated upon and compared with the traditional values of quality management. Trust is approached from the areas of relationship marketing and organisational learning where it is a frequent element. The purpose is to create a framework of trust based on previous research, particularly in the areas of relationship marketing and organisational learning, and to analyse whether trust should be regarded as a core value of quality management. Properties of the concept of trust in quality management, relationship marketing and organisational learning are described. Concerning trust as a quality value, it is found that dissimilarities with the current values make it an unsuitable candidate for inclusion in this group. However, examination of the underlying components of the current values of quality management is encouraged with the conviction that trust will prove to be an important element in this endeavour. A tentative framework based on the two dimensions of aspects of trust and components of the relationshipis proposed. This framework broadens the view of trust and its implications for quality management. The proposed framework should be helpful for managers in providing a more structured view of the different aspects of trust in business relationships.

  • 12.
    Lagrosen, Stefan
    et al.
    Linnéuniversitetet.
    Lagrosen, Yvonne
    University West, Department of Engineering Science, Divison of Natural Sciences, Surveying and Mechanical Engineering.
    Work integrated learning for employee health in schools 2014In: International Journal of Quality and Service Sciences, ISSN 1756-669X, E-ISSN 1756-6703, Vol. 6, no 4, p. 387-398Article in journal (Refereed)
    Abstract [en]

    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 work integrated learning plays in the connection between quality and health is investigated.

    Design/methodology/approach – The study object has been a number of schools. A quantitative survey has been carried out. A random sample of 20 primary schools, of which 13 (65 per cent) agreed to participate, was selected. Questionnaires to their 301 employees were delivered and 229 (76 per cent)were returned. The reliability of the items were analysed with Cronbach’s alpha test. The statistical relationships between the items were studied with Pearson’s correlation test.

    Findings – The results show that the items are reliable. Moreover, statistical correlations between work integrated learning on the one hand and employee health, quality management health dimensions and flow on the other hand are found.

    Research limitations/implications – One limitation is that the research has only been carried out in schools and the possibilities of generalising the findings to other sectors are uncertain. Research implications are the relationships that have been identified between work integrated learning and the other factors.

    Practical implications – The knowledge that has resulted from the study should be useful for organisations in their attempts to improve the health status of the employees.

    Originality/value – The relationship between work integrated learning and employee health has not been studied in any other major study.

  • 13.
    Lagrosen, Stefan
    et al.
    Linneuniversitetet, Department of Marketing,School of Business and Economics,Kalmar.
    Lagrosen, Yvonne
    University West, Department of Engineering Science, Division of Process and Product Development.
    Lind, Linda
    University West, Department of Engineering Science.
    Health Leadership in the Wellness Industry2015In: Complete proceedings of the 3rd International Conference on Management Leadership and Governance ICMLG 2015 Auckland, New Zealand. / [ed] Coral Ingley & James Lockhart, Reading: Academic Conferences and Publishing International Limited , 2015, p. 17-18Conference paper (Other academic)
  • 14.
    Lagrosen, Stefan
    et al.
    Linnéuniversitetet.
    Lagrosen, Yvonne
    University West, Department of Engineering Science, Division of Mechanical Engineering and Natural Sciences.
    Lind, Linda
    Workplace health in the wellness sector: implications for HRM2014In: 29th EIASM Workshop on Strategic Human Resource Management, 24-25/4 2014, Ajaccio, France, 2014Conference paper (Other academic)
  • 15.
    Lagrosen, Yvonne
    University West, Department of Engineering Science, Divison of Natural Sciences, Surveying and Mechanical Engineering.
    De tre intelligenserna: [Recension av boken Ledarintelligens - Så utvecklar du din ledarintelligens med hjälp av själ, hjärta och hjärna av Marika Ronthy]2013In: Kvalitetsmagasinet, no 5, p. 62-62Article, book review (Other (popular science, discussion, etc.))
  • 16.
    Lagrosen, Yvonne
    University West, Department of Engineering Science, Division of Mechanical Engineering and Natural Sciences.
    Entrepreneurial learning for quality and competitiveness: a study in the spa-industry2015In: 10 European Conference on Entrepreneurship and Innovation, ECIE, 16-18/9 2015, Genua, Italy, 2015Conference paper (Other academic)
  • 17. Lagrosen, Yvonne
    Fånga lusten att lära: recension av boken – En lärande organisation- Perspektiv på systemisk och styrkebaserad skolutveckling. Om lusten att lära av Kicki Oljemark och Rachel Törnell2014In: Kvalitetsmagasinet, ISSN 1104-1579, no 5, p. 50-Article, book review (Other (popular science, discussion, etc.))
  • 18.
    Lagrosen, Yvonne
    University West, Department of Engineering Science, Divison of Natural Sciences, Surveying and Mechanical Engineering.
    Förändra med finess: [Recension av boken STÅ ALDRIG STILL! – Så kan du använda kommunikation och ledarskap för att drivaframgångsrik förändring av Per Schlingman.]2014In: Kvalitetsmagasinet, ISSN 1104-1579, no 1, p. 62-62Article, book review (Other (popular science, discussion, etc.))
  • 19.
    Lagrosen, Yvonne
    University West, Department of Engineering Science, Divison of Natural Sciences, Surveying and Mechanical Engineering.
    Kliv på ABC-tåget: [Recension av boken "Kvalitet från A till Ö"]2012In: Kvalitetsmagasinet, no 1, p. 62-62Article, book review (Other (popular science, discussion, etc.))
  • 20.
    Lagrosen, Yvonne
    University West, Department of Engineering Science, Division of Mechanical Engineering and Natural Sciences.
    Konkret om mental styrketräning: [Bokrecension av boken Tänk låsningar och lösningar av Kjell Enhager]2016In: Kvalitetsmagasinet, ISSN 1104-1579, no 5, p. 58-58Article, book review (Other academic)
  • 21.
    Lagrosen, Yvonne
    University West, Department of Engineering Science, Divison of Natural Sciences, Surveying and Mechanical Engineering.
    Kunskap som konkurrensfördel: [Recension av Kunskapsöverföring och Knowledge Management av Anna Jonsson]2012In: Kvalitetsmagasinet, no 5, p. 60-60Article, book review (Other (popular science, discussion, etc.))
  • 22.
    Lagrosen, Yvonne
    University West, Department of Engineering Science, Division of Process and Product Development.
    Learning for quality in the SPA-industry: a quality café study2013Conference paper (Refereed)
    Abstract [en]

     This paper reports a study carried out in the Swedish SPA-industry. The purpose has been twofold. The first purpose was to explore quality dimensions for SPA-hotel staff. The second purpose was to investigate the usability of the quality café method for quality development. Thus, the second purpose is methodological to its nature.

    Methodology/ApproachThe quality café is a novel method which is based on the world café method combined with quality management tools. Seven quality cafés were carried out at seven different SPA-hotels. The participants were employees from different departments of the hotels. The results are related to a theoretical framework based on organisational learning theory.

    FindingsThe quality café method is found to be a useful tool for gaining in-depth knowledge pertaining to quality management. Moreover, quality dimensions for SPA-staff  have been defined as clearness, security, participation and meaningfulness. Based on the dimensions questionnaires have been developed.

    Research Limitation/implicationOne important implication is that the quality café has been found to be a usable method for quality development. This constitutes a methodological addition to the array of tools used for research as well as for practice of quality management. Furthermore, the dimensions defined provide further understanding into the meaning of quality in the SPA-industry. A limitation is that the study was only performed in one industry and in one country. Further research is consequently needed for assessing the generalizability of the findings.

    Originality/ValueAlthough the SPA-industry is expanding in most parts of the world little research has been carried out regarding quality in this sector. The quality café is an original and novel method which has proved its usefulness in the current study.

  • 23.
    Lagrosen, Yvonne
    University West, Department of Engineering Science, Divison of Natural Sciences, Surveying and Mechanical Engineering.
    Lär känna din hjärna2014In: Kvalitetsmagasinet, ISSN 1104-1579, no 3, p. 58-58Article, book review (Other (popular science, discussion, etc.))
    Abstract [sv]

    Bokrecension av Gospic, Katarina (2014). Den sociala hjärnan. Stockholm: Bromberg

  • 24.
    Lagrosen, Yvonne
    University West, Department of Engineering Science, Division of Mechanical Engineering and Natural Sciences.
    Långsiktig livskraft [recension av Organisatorisk resiliens av Stefan Tengblad och Margareta Oudhuis]2015In: Kvalitetsmagasinet, ISSN 1104-1579, no 3, p. 53-53Article, book review (Other (popular science, discussion, etc.))
    Abstract [sv]

    Vad kännetecknar livskraftiga verksamheter, som står emot kriser och levererar goda resultat över lång tid? Det är utgångspunkten i denna djupdykning i begreppet organisatorisk resiliens.

  • 25.
    Lagrosen, Yvonne
    University West, Department of Engineering Science, Division of Mechanical Engineering and Natural Sciences.
    Nå framgång med salutogen kultur: [recension av boken – Salutogen kultur - Från värdegrund till verksamhetsnytta av Anders Hanson]2016In: Kvalitetsmagasinet, ISSN 1104-1579, no 1, p. 58-58Article, book review (Other academic)
  • 26.
    Lagrosen, Yvonne
    University West, Department of Engineering Science, Division of Mechanical Engineering and Natural Sciences.
    Rätt hjärnfunktion krävs för ett effektivt och gott ledarskap: [recension av boken – Neuroledarskap av Katarina Gospic och Stefan Falk]2016In: Kvalitetsmagasinet, ISSN 1104-1579, no 3, p. 50-50Article, book review (Other academic)
  • 27.
    Lagrosen, Yvonne
    University West, Department of Engineering Science, Divison of Natural Sciences, Surveying and Mechanical Engineering.
    Samarbete som gör oss friskare2012In: Kvalitetsmagasinet, no 3, p. 62-62Article, book review (Other (popular science, discussion, etc.))
  • 28.
    Lagrosen, Yvonne
    University West, Department of Engineering Science, Divison of Natural Sciences, Surveying and Mechanical Engineering.
    Samla styrkorna: [Recension av boken:  STYRKEBASERAD TEAMUTVECKLING – En praktisk handbok i Appreciative Inquiry]2013In: Kvalitetsmagasinet, no 3, p. 57-57Article, book review (Other (popular science, discussion, etc.))
  • 29.
    Lagrosen, Yvonne
    University West, Department of Engineering Science, Divison of Natural Sciences, Surveying and Mechanical Engineering.
    Skaffa hjärnkoll: [recension av boken Välj rätt - En guide till bra beslut av Katarina Gospic]2013In: Kvalitetsmagasinet, no 1, p. 62-62Article, book review (Other (popular science, discussion, etc.))
  • 30.
    Lagrosen, Yvonne
    University West, Department of Engineering Science, Division of Mechanical Engineering and Natural Sciences.
    Stressa mindre och få mer gjort [recension av Effektiv tidshantering av Bosse Angelöw]2015In: Kvalitetsmagasinet, ISSN 1104-1579, no 1, p. 40-40Article, book review (Other (popular science, discussion, etc.))
    Abstract [sv]

    Tidsbrist är en av dagens stora utmaningar. Här serveras läsaren en rad strategier för att få mer gjort på kortare tid.

  • 31.
    Lagrosen, Yvonne
    University West, Department of Engineering Science, Division of Industrial Engineering and Management, Electrical- and Mechanical Engineering.
    The Quality Café: developing the World-Café method for organizational learning by including quality management tools2017In: Total quality management and business excellence (Online), ISSN 1478-3363, E-ISSN 1478-3371, p. 1-13Article in journal (Refereed)
    Abstract [en]

    The purpose of this study was to examine the possibility of integrating the World Café method with the affinity diagram tool from quality management. The proposed combination is called the Quality Café. Quality Cafés were carried out at seven spa hotels, one municipality and two student organisations. The cafés were assessed with feedback seminars and questionnaires. The findings show that the method was appreciated by the participants. It contributed to profound dialogues with deepening insights, which stimulated creativity, increased understanding for quality issues and allowed a more holistic view. In addition, the method was experienced as enjoyable and in itself creating coherence. The findings were related to organisational learning theory and several connections were found. The Quality Café should be a useful method for researchers in social science as well as for practitioners. A limitation is that determining the specific effects of the Quality Café method compared to the original World Café is difficult.

  • 32.
    Lagrosen, Yvonne
    University West, Department of Engineering Science, Division of Mechanical Engineering and Natural Sciences.
    Visar vägen bortom glastaket2015In: Kvalitetsmagasinet, ISSN 1104-1579, no 5, p. 50-50Article, book review (Other academic)
  • 33.
    Lagrosen, Yvonne
    et al.
    University West, Department of Engineering Science, Division of Industrial Engineering and Management, Electrical- and Mechanical Engineering.
    Axgärde, Åsa
    University West, Department of Engineering Science, Division of Mathematics, Computer and Surveying Engineering.
    External customer satisfaction through team-development based on appreciative inquiry2017Conference paper (Refereed)
  • 34.
    Lagrosen, Yvonne.
    et al.
    Chalmers University of Technology, Department of Quality Sciences.
    Bäckström, Ingela
    Mid Sweden University, Department of Engineering Physics and Mathematics.
    Lagrosen, Stefan
    University West, Department of Economics and IT, Division of Business Administration.
    Quality management and health: A double connection2007In: International Journal of Quality and Reliability Management, ISSN 0265-671X, Vol. 24, no 1, p. 49-61Article in journal (Refereed)
    Abstract [en]

    Purpose - The purpose of this paper is to examine and discuss the effects of quality management in the health care sector and the general effects of quality management on the health of the employees. Design/methodology/approach - The empirical basis consists of three case studies in one industrial manufacturing company and two hospitals. The empirical data have been gathered with both qualitative and quantitative methods. Findings - The twofold value of quality management, of preventing disease by supporting more rewarding working conditions as well as improving the treatment of disease by increasing the effectiveness of health care organisations is indicated. Leadership commitment was found to be the most crucial common prerequisite for successful quality management implementation and for creating a healthy work environment. In addition, continuous improvements and participation of everybody were found to have importance for well functioning quality management as well as for health. Research limitations/implications - The paper provides additional understanding of the influence of quality management on health and a model is presented. A limitation is that the factors studied are fairly broad and for further research it will be useful to go deeper into the mechanics of them. Practical implications - The three factors, leadership commitment, participation of everybody, and continuous improvements, have been shown to be vital contributors for health and managers should make every effort to implement them. Originality/value - The double effect of quality management on health has not been studied before and knowledge of the factors contributing to it is valuable. © Emerald Group Publishing Limited.

  • 35.
    Lagrosen, Yvonne
    et al.
    University West, Department of Engineering Science, Division of Process and Product Development.
    Bäckström, Ingela
    Mid Sweden University, Department of Engineering, Physics and Mathematics.
    Lagrosen, Stefan
    University West, Department of Economics and IT, Division of Business Administration.
    The relationship between quality management and health : exploring the underlying dimensions 2010In: International Journal of Productivity and Quality Management, ISSN 1746-6482, Vol. 5, no 2, p. 109-123Article in journal (Refereed)
    Abstract [en]

    The first purpose of this study was to verify the relationship betweenworkplace health and quality management, particularly the values 'leadership commitment' and 'participation of everybody' whose importance previous research has pointed to. The second purpose of the study was to examine the constituents and mechanics of the relationships between health and those values. A case study was carried out in a Swedish manufacturing company using data triangulation in the form of in-depth interviews and focus-group interviews on three levels.

    The findings show that the perceptions of the quality management values were significantly correlated with the employees' perception of their health. This finding substantiates earlier studies indicating a relationship between quality and health. Important dimensions of 'leadership commitment' and 'participation of everybody', regarding health, were identified and described in models. The paper provides additional understanding of the connection between quality management and health, particularly regarding the role of leadership. 

  • 36.
    Lagrosen, Yvonne
    et al.
    University West, Department of Engineering Science, Division of Process and Product Development.
    Bäckström, Ingela
    Mittuniversitetet.
    Wiklund, Håkan
    Mittuniversitetet.
    Approach for measuring health-related quality management2012In: The TQM Journal, ISSN 1754-2731, E-ISSN 1754-274X, Vol. 24, no 1, p. 59-71Article in journal (Refereed)
    Abstract [en]

    Purpose - The purpose of this paper is to develop an approach to measuring health-related quality management based on earlier research on the connection between quality management and employee health. Design/methodology/approach - A questionnaire was developed and a research study was carried out at a manufacturing company. The constructs were tested for internal reliability using Cronbach's alpha tests. The dimensions' correlations with employee health were checked using Pearson correlation. Findings - Three of the dimensions were correlated with the perception of employee health: "presence/ communication" and "integrity" derived from leadership commitment, and "influence" derived from everybody's participation. These findings substantiate earlier studies indicating a relationship between visible, clear leadership and employee health. They are also in line with earlier findings of how the possibilities to influence their own work promote employee health and work ability. The paper provides a proposal as to how managers can proceed in the measurement and evaluation of quality management efforts related to employee health. Research limitations/implications - The research is conducted as a single research study in one industrial manufacturing company. Further research should be conducted in other organizations from different lines of business with the same conditions and in organizations with different conditions. Practical implications - This approach can be used by managers for gaining insight into underlying mechanisms in the organizational culture related to employee health from a quality management perspective. This could lead to improved employee well-being, satisfaction and motivation. It could be used as a first step for improvements when implementing health-related quality management "to break the ice" and it could be followed up by qualitative methods. Originality/value - Traditional ways of measuring health are rarely connected to quality management. Only requiring small resources, this approach to measuring health-related quality management can add to an understanding of underlying mechanisms.

  • 37.
    Lagrosen, Yvonne
    et al.
    University West, Department of Engineering Science, Division of Process and Product Development.
    Chebl, Rana
    Rios Tuesta, M
    Organisational Learning and Six Sigma Deployment Evaluation in an IT Setting.2009In: Proceedings of ECIME 2009, 2009, p. 274 - CD-ROM-Conference paper (Other academic)
  • 38.
    Lagrosen, Yvonne
    et al.
    University West, Department of Engineering Science, Division of Process and Product Development.
    Chebl, Rana
    Rios-Tuesta, Max
    On your marks – but are you ready?: Like marriage, six sigma needs commitment2011In: Development and Learning in Organizations: An International Journal, ISSN 1477-7282, E-ISSN 1758-6097, Vol. 25, no 6, p. 26-28Article, book review (Other academic)
    Abstract [en]

    Purpose – Reviews the latest management developments across the globe and pinpoints practical implications from cutting-edge research and case studies.

    Design/methodology/approach – This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context.

    Findings – Assessing suitability for big step in learning to improve. Any organization which decides to implement a six sigma system to improve business leadership and performance should not underestimate the enormity of the initial step and lasting commitment it is about to make. A little like going into marriage, perhaps – it is going to be wonderful if it succeeds but the people involved have to be sure they are ready to take the step. It is likely that attitudes and behaviors will have to change and, like marriage, six sigma can be costly so it is not advisable to take a half-hearted approach at the beginning.

    Practical implications – Provides strategic insights and practical thinking that have influenced some of the world's leading organizations.

    Originality/value – The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to digest format

  • 39.
    Lagrosen, Yvonne
    et al.
    University West, Department of Engineering Science, Divison of Natural Sciences, Surveying and Mechanical Engineering.
    Chebl, Rana
    Altran, Levallois‐Perret, France.
    Rios-Tuesta, Max
    Altran Sud‐Ouest at Airbus SAS, Levallois‐Perret, France.
    Organisational learning and Six Sigma deployment readiness evaluation2011In: International Journal of Lean Six Sigma, ISSN 2040-4166, E-ISSN 2040-4174, Vol. 2, no 1, p. 23-40Article in journal (Refereed)
    Abstract [en]

    Purpose

    The purpose of this paper is to provide a greater understanding of organisational learning in connection with assessment of Six Sigma readiness. Different forms that a possible deployment can take in the organisation's context based on the degree of readiness are explored.

    Design/methodology/approach

    The empirical data are derived from 12 in‐depth semi‐structured interviews of selected employees having different functions in the studied organisation, a global distribution system and information technology (IT) solutions provider to the travel and tourism industry. In addition, they include participant observation and documentation. The interview questions were built based on a modified version of Kettinger and Grover readiness assessment framework.

    Findings

    The study shows that organisational learning can provide a useful framework for assessing Six Sigma readiness in an IT organisation. A synthesized model is proposed combining the frameworks of an adapted Kettinger and Grover model and the core disciplines of the learning organisation. Further, the results suggest that having Six Sigma as a company‐wide strategy may not prove useful or suitable in the current context. However, the analysis shows that having Six Sigma as an improvement programme provides a structure for the improvement work and the define, measure, analyze, improve and control methodology is needed to address some current inefficiencies and problems.

    Research limitations/implications

    This is a single case study and the possibility of generalising this finding to other contexts remains uncertain. Therefore, more research is needed. The procedure of using organisational learning as an assessment framework for Six Sigma readiness has been shown to be useful.

    Practical implications

    Implementing Six Sigma means a large investment and therefore it is important to make the right deployment approach. Having one integrated readiness assessment model should be useful for companies when assessing their readiness.

    Originality/value–

    Knowledge of a Six Sigma readiness evaluation in an organisational learning context should be valuable for many organisations. In addition, research regarding Six Sigma in software companies is limited.

  • 40.
    Lagrosen, Yvonne
    et al.
    University West, Department of Engineering Science, Division of Process and Product Development.
    Chebl, Rana
    Altran, Levallois-Perret, France.
    Rios-Tuesta, Max
    Altran Sud-Ouest at Airbus SAS, Levallois-Perret, France.
    Organisational learning and six sigma deployment readiness evaluation - a case study2011In: International Journal of Lean Six Sigma, ISSN 2040-4166, E-ISSN 2040-4174, Vol. 2, no 1, p. 23-40Article in journal (Refereed)
    Abstract [en]

    Purpose – The purpose of this paper is to provide a greater understanding of organisational learning in connection with assessment of Six Sigma readiness. Different forms that a possible deployment can take in the organisation's context based on the degree of readiness are explored.

    Design/methodology/approach – The empirical data are derived from 12 in-depth semi-structured interviews of selected employees having different functions in the studied organisation, a global distribution system and information technology (IT) solutions provider to the travel and tourism industry. In addition, they include participant observation and documentation. The interview questions were built based on a modified version of Kettinger and Grover readiness assessment framework.

    Findings – The study shows that organisational learning can provide a useful framework for assessing Six Sigma readiness in an IT organisation. A synthesized model is proposed combining the frameworks of an adapted Kettinger and Grover model and the core disciplines of the learning organisation. Further, the results suggest that having Six Sigma as a company-wide strategy may not prove useful or suitable in the current context. However, the analysis shows that having Six Sigma as an improvement programme provides a structure for the improvement work and the define, measure, analyze, improve and control methodology is needed to address some current inefficiencies and problems.

    Research limitations/implications – This is a single case study and the possibility of generalising this finding to other contexts remains uncertain. Therefore, more research is needed. The procedure of using organisational learning as an assessment framework for Six Sigma readiness has been shown to be useful.

    Practical implications – Implementing Six Sigma means a large investment and therefore it is important to make the right deployment approach. Having one integrated readiness assessment model should be useful for companies when assessing their readiness.

    Originality/value – Knowledge of a Six Sigma readiness evaluation in an organisational learning context should be valuable for many organisations. In addition, research regarding Six Sigma in software companies is limited 

  • 41.
    Lagrosen, Yvonne
    et al.
    University West, Department of Engineering Science, Division of Process and Product Development.
    Grundén, Kerstin
    University West, Department of Economics and IT, Divison of Informatics.
    Lind, Linda
    University West, Department of Economics and IT, Division of Business Administration.
    Lagrosen, Stefan
    University West, Department of Economics and IT, Division of Business Administration.
    Organisational learning and service quality for health and fitness entrepreneurs2011In: 4th Annual EuroMed Conference of theEuroMed Academy of Business: October 20th-21st, 2011, Elounda, Crete, Greece, 2011, p. 1037-1047Conference paper (Refereed)
    Abstract [en]

    This paper presents a study of learning, entrepreneurship and service quality in the health and fitness sector. The purpose is to outline the theoretical framework and to propose a methodological approach for the study. The theoretical basis for the project lies in the field of service dominant logic of marketing. One aim is to develop this field by integrating knowledge from organisational learning, entrepreneurship and quality management. Theories from those fields are presented and their relevance is discussed. On this basis, a methodology for an empirical study is proposed.

  • 42.
    Lagrosen, Yvonne
    et al.
    University West, Department of Engineering Science, Division of Mechanical Engineering.
    Grundén, Kerstin
    University West, Department of Economics and IT.
    Tosteby, Jonas
    University West, Department of Engineering Science.
    Exploring the OCN method as a means of organizational learning2012In: Exploring the OCN method as a means of organizational learning, 2012Conference paper (Refereed)
    Abstract [en]

    Purpose -. The aim of the paper is to examine whether the use of the OCN-method also leads to organizational learning. The studied organisations are one municipality (Lerum) in west Sweden and one nonprofit professional Swedish organization, the Swedish Association of Body workers.

     

    Methodology/approach - The empirical data are derived from two focus group interviews of selected employees having different functions in the studied organisations and one in-depth interviews. The interviews are analyzed in accordance with grounded theory.  We also examine which strengths and possibilities for improvements the OCN-method has regarding organisational learning.

     

    Findings -  The interview questions are semi-structured and examine the degree and type of learning that is created by using the OCN-method. Using open-ended questions is assumed to be well suited for research in new areas.  The findings from the interviews are related to the five disciplines of the learning organisation.

     

    Research limitation/implication- The empirical data is limited to two different kinds of organisations. It would be of general interest to examine whether the usage of the OCN-method also contributes to learning in organisations.   

     

    Orginality/value - The connection between the OCN -method (Open College Network) and the learning organisation is not very well examined.

     

  • 43.
    Lagrosen, Yvonne
    et al.
    University West, Department of Engineering Science, Division of Mechanical Engineering and Natural Sciences.
    Lagrosen, Stefan
    Linnaeus University, Kalmar.
    A healthier working life: the importance of work-integrated learn-ing and physical exercise2016In: 19th QMOD Proceedings. International Confernce on Qualtiy and Service Sciences. Building a Culture for Quality, Innovation and Sustainability, 21-23 September 2016, University of Roma Tre, Rome, Italy / [ed] Su Mi Dahlgaard-Park & Jens J. Dahlgaard, Lund, 2016, p. 1738-1747Conference paper (Refereed)
    Abstract [en]

    AbstractPurpose - The purpose of the paper is to explore the role of learning and physical exercise foremployee health from a quality management perspective. Possible correlations that exist betweenemployees' health, work-integrated learning, physical exercise and dimensions underlyingleadership commitment and participation are examined. A case study has been undertakenat a highly innovative company in Sweden. An additional aim is to examine the possibilities forimprovements for the company has as it is in an expansive state.Methodology/approach - The empirical data are derived from two focus group interviews withselected employees having different functions in the studied organisation and two in-depth interviews.Additionally, a questionnaire has been completed by all employees that were presentduring a company meeting. The interviews are analysed with a method inspired by groundedtheory. In addition a SWOT-analysis was carried out.Findings - The statistical analysis revealed significant correlations between the employees' healthand the dimensions development and being informed. Significant correlation was also found betweenthe employees' health and physical exercise during working hours as well as betweenemployee health and work integrated learning. Moreover, the interviews gave insights into theimportant role that physical exercise during the working day has for employee well-being.Research limitation/implication - Since this is a case study the possibility to generalise thefindings outside the company may be limited.Originality/value - The connection between employee health, work-integrated learning andphysical exercise for employees has not been very well examined in previous research.

  • 44.
    Lagrosen, Yvonne
    et al.
    University West, Department of Engineering Science, Division of Mechanical Engineering and Natural Sciences.
    Lagrosen, Stefan
    Linnaeus Univ, Dept Mkt, Sch Business & Econ, SE-39182 Kalmar, Sweden.
    Aesthetic service quality: a study of a symphony orchestra2017In: Total quality management and business excellence (Online), ISSN 1478-3363, E-ISSN 1478-3371, Vol. 28, no 3-4, p. 318-330Article in journal (Refereed)
    Abstract [en]

    The purpose of this paper is to explore service quality in classical music, to relate the findings to the essence of Beauty that Kant, Plato and others describe and to discuss the implications for practice and research regarding aesthetical organisations. Some of the views of Beauty held by Plato and Kant are described and related to the theories of service quality, particularly the fundamental premises of the service dominant logic of marketing. An empirical study has been carried out at the Gothenburg Symphony Orchestra. In-depth interviews with members of the orchestra have provided qualitative data that have been analysed. The musicians’ views of quality in classical music are described. The findings are related to the philosophical theories of beauty and to the service quality theory. A model of quality dimensions in classical music is proposed. The findings of the study provide a vantage point for better understanding of the relationship between aesthetics and service quality. Service quality in music has not previously been studied and related to aesthetical theory. A limitation is that the study has only been carried out in one orchestra in one country. For managers of organisations with aesthetic activities, the study provides guidance into how service quality can be seen and handled.

  • 45.
    Lagrosen, Yvonne
    et al.
    University West, Department of Engineering Science, Division of Mechanical Engineering and Natural Sciences.
    Lagrosen, Stefan
    Linnaeus Univ, Dept Mkt, Kalmar, Sweden.
    Customer perceptions of quality: a study in the SPA industry2016In: European Business Review, ISSN 0955-534X, E-ISSN 1758-7107, Vol. 28, no 6, p. 657-675Article in journal (Refereed)
    Abstract [en]

    Purpose - The purpose of this study is to explore dimensions of customer perceptions of factors important for a quality experience in the SPA industry and to assess service quality implications for these dimensions. Design/methodology/approach - The empirical study involved seven Swedish SPA hotels. The first part was qualitative, consisting of seven focus-group interviews with hotel guests. In addition, service providers’ perceptions of customer quality were collected through seven quality cafes. The qualitative parts were analysed with the constant comparative technique from the grounded theory approach. Based on the findings from the interviews, a questionnaire was delivered to 400 randomly accessed women. The responses were analysed with exploratory factor analysis and cluster analysis. Findings - The focus-group interviews showed that the customers’ perception of quality could be expressed in the following dimensions: physical effects, mental effects, pleasure and flexibility. The dimensions for customer quality seen from the staff’s perspective were treatments, climate and the SPA facility itself. The exploratory factor analysis defined the following underlying factors: enjoyment, treatments, practicality, fitness, cost and calm. The cluster analysis resulted in four groups of customer profiles: the more of everything group, the enjoyers, the savers and the fitness freaks. Research limitations/implications - Alimitation is that the study has only been carried out in one country. The main implication for research is a better understanding of quality dimensions and perceptions of service quality in the SPA industry. Practical implications - The study provides a comprehensive insight into the dimensions of quality for SPA visitors. Moreover, four distinct groups of customers have been identified. This knowledge should be useful for SPA managers. Originality/value - Only limited amounts of research have previously been carried out in the SPA industry. The paper provides a framework depicting perceptions of quality dimensions in SPA hotels.

  • 46.
    Lagrosen, Yvonne
    et al.
    University West, Department of Engineering Science, Division of Process and Product Development.
    Lagrosen, Stefan
    Linnaeus University,Department of Marketing, School of Business and Economics, Kalmar, Sweden .
    Entrepreneurial Learning for Quality and Competitiveness: A Study in the Spa-Industry2015In: Proceedings of the European Conference on Innovation and Entrepreneurship, ECIE, 2015, p. 392-399Conference paper (Other academic)
    Abstract [en]

    The connection between well-functioning quality management and competitiveness has been established. Moreover, research has found that the success of quality management efforts is dependent on the values held by management and employees in the organisations. Consequently, there is a connection to organisational culture and organisational learning. Quality management is sometimes accused of only promoting incremental improvements while entrepreneurial learning is seen as a way of promoting truly innovative improvements in organisations. Combining entrepreneurial learning and quality management is, however, not obvious since they have aspects that may be contradictory. Nevertheless, organisational learning theories are often addressed in recent quality management literature and such attempts have often been found to be fruitful. Consequently, introducing entrepreneurial learning aspects in the quality management field might further its development. Exploring ways of combining these fields and perhaps finding a common ground should thus be valuable. The study reported in this paper has been carried out in the Swedish spa-industry. The purpose has been to explore if and how entrepreneurial learning can contribute to the management of quality in the companies. Case studies have been carried out at seven leading spa-hotels which have formed a learning network. Qualitative methods of data collection have been used including in-depth interviews, participant observation, seminars and a novel method called the quality café. The results are presented and a framework for entrepreneurial learning driven quality management is proposed.

  • 47.
    Lagrosen, Yvonne
    et al.
    University West, Department of Engineering Science, Division of Process and Product Development.
    Lagrosen, Stefan
    University West, Department of Economics and IT, Division of Business Administration.
    Entrepreneurial learning for quality and innovation: A study in the wellness industry2012In: Proceedings of the 7th European Conference on Innovation and Entrepreneurship Escola Superior de Gestão e Tecnologia Instituto Politécnico de Santarém Portugal 20-21 September 2012 / [ed] Dr. Carla Vivas and Dr. Fernando Lucas, Reading: Academic Publishing International, 2012, p. 413-419Conference paper (Refereed)
    Abstract [en]

    The purpose of the study presented in this paper is to explore the relationship between entrepreneurial learning, innovation and quality management in the wellness industry. The theoretical framework is based on theories from quality management, organisational learning and entrepreneurship. An empirical study involving seven spa-hotels has been carried out. In-depth interviews were conducted with managers of the companies. The results indicate that innovation in the sector is closely connected to branding and that quality management largely consists of quality control of existing services. Thus, the connection between quality management and innovation is weak. Nevertheless, a network exists that might have a possibility of evolving into a learning network.

  • 48.
    Lagrosen, Yvonne
    et al.
    University West, Department of Engineering Science, Division of Process and Product Development.
    Lagrosen, Stefan
    University West, Department of Economics and IT, Division of Business Administration.
    Examining service quality dimensions in fitness centres 2010In: 13th Toulon-Verona Conference, “Organizational Excellence in Service”: "Organizational Excellence in Service". 2nd-4th September 2010. Conference proceedings / [ed] Faculdade de Economia da Universidade de Coimbra, Coimbra: University of Coimbra , 2010Conference paper (Refereed)
    Abstract [en]

    The fitness industry is expanding in most parts of the world. Nevertheless, the amount of

    research regarding this industry has thus far been relatively limited. In previous research,

    quality dimensions for fitness companies have been explored and a tentative framework has

    been proposed. The purpose for the present study is to examine the framework and quantify

    its components. A survey has been conducted. A questionnaire based on previous research

    was developed and delivered by telephone to 86 fitness centres of which 67 agreed to

    participate, giving a response rate of 78%. The items of the quality dimensions in the studied

    framework were analysed with Cronbach's Alpha and were found to be statistically reliable.

    The underlying structure of the enablers in the framework was examined with explorative

    factor analysis resulting in five underlying enablers. Moreover, the impact of the enablers on

    the profitability of the centres was measured. The results should be interesting for managers in

    this sector as well as for the advancement of service quality theory. 

  • 49.
    Lagrosen, Yvonne
    et al.
    University West, Department of Engineering Science, Division of Process and Product Development.
    Lagrosen, Stefan
    University West, Department of Economics and IT, Division of Business Administration.
    Organisational learning for school quality and health2012In: International Journal of Educational Management, ISSN 0951-354X, E-ISSN 1758-6518, Vol. 26, no 7, p. 664-677Article in journal (Refereed)
    Abstract [en]

    Purpose: The purpose of this paper is to shed light upon the connections between quality management, employee health and organisational learning in a school setting. Design/methodology/approach: The study is based on a quantitative survey. Items measuring health status and values of quality management were included in a questionnaire addressed to teachers in a random sample of 20 schools. The items were checked for reliability with Cronbach's alpha tests and the correlation was measured with Pearson's correlation test. Findings: The Cronbach's alpha tests showed that the reliability of all the indices measured was sufficient. Moreover, correlations were found between all the indices of quality management values and the health index. This indicates that the health status of the school employees is related to the level of adoption of the quality management values. A framework depicting the findings from an organisational learning perspective is proposed. Research limitations/implications: The study strengthens the knowledge of the connections between quality management and health. The study was carried out in Sweden and the possibilities for generalising the findings to other countries are not certain. In addition, the relevance of the study for other organisations than schools remains unproven. A discussion regarding the possibilities of generalising the findings is included. Practical implications: The findings and the proposed framework are helpful for improving school quality and employee health in schools. Social implications: Improved school quality is important for society as a whole. Originality/value: Previous research has indicated links between quality management and health in industrial manufacturing. This is the first study to explore this link in the school sector. Furthermore, the connections to organisational learning represent a novel approach. © Emerald Group Publishing Limited.

  • 50.
    Lagrosen, Yvonne
    et al.
    University West, Department of Engineering Science, Divison of Natural Sciences, Surveying and Mechanical Engineering.
    Lagrosen, Stefan
    University West, Department of Economics and IT, Division of Business Administration.
    The effects of quality management, a survey of Swedish quality professionals2005In: International Journal of Operations and Production Managment, Vol. 25, no 10, p. 940-952Article in journal (Refereed)
    Abstract [en]

    Purpose – In this study, the effects of the different models and tools of quality management are examined. The purpose is to identify differences in the effects generated by different qualitymanagement models and tools.

    Design/methodology/approach – A questionnaire was mailed to 500 Swedish quality professionals. The questions concerned their companies’ adoption of the values of TQM, the use of the models and tools of TQM and the effects they notice. Correlation analysis and multiple regression analysis were carried out.

    Findings – The findings show that there is statistical correlation between the adoption of the values of TQM and successful quality management. The usefulness of the Swedish Quality Award, the European Quality Award and ISO 9000 as well as several of the quality management tools is also indicated. Regarding ISO 9000 specific effects have been found.

    Research limitations/implications – A limitation of the study is that the financial outcomes of the quality management practices are not measured but only the managers’ perceptions of effects produced. The implication for further research is an increased knowledge of the different effects of the quality management practices and the significance of the values, particularly three values that were included in the multiple regression models.

    Practical implications – The specific findings on the effects of ISO 9000 are useful for managers when implementing the standard. The results of the study also indicate the importance of emphasising the values for successful quality management.

    Originality/value – This study has provided more detailed knowledge of the effects of the differentquality management practices, particularly of ISO 9000.

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