Browse > Article

The Implementation of a Quality System in the Care Sector for Elderly and Handicapped People: A Swedish Case Study  

Anbacken Owe (Dept. of Behaviour Science, Linkoping University)
Dahlgaard-Park Su Mi (Dept. of Service Management, Lund University)
Publication Information
International Journal of Quality Innovation / v.6, no.3, 2005 , pp. 1-18 More about this Journal
Abstract
This paper presents the empirical research results conducted in a Swedish care organization for elderly and handicapped. The objective of the research was to empirically assess the implementation and practices of a quality system (ISO 9000) from an organizational change and development perspective. The empirical data were collected through multiple methods; interviews were carried out with key-persons and leadership in the organisation and surveys were conducted to all employees. Interactive methods have been applied to various groups in the organisations e.g., directors, supervisors, and the leadership of the quality project and the local politicians. The empirical findings indicate, among others, that the implementation processes were received and perceived differently in the different parts of the care organisation due to different leadership strategies and employee involvement policies. Other critical factors such as acceptance, resistance, motivation, commitment, the role of leadership, learning possibility, etc. have also been investigated, analysed and discussed. Finally some recommendations on how to approach organisational change as well as strategies for implementing a quality system in the care sector are presented.
Keywords
Citations & Related Records
Times Cited By KSCI : 1  (Citation Analysis)
연도 인용수 순위
1 Anbacken, O. and Ericsson, M.(2001), 'A New Generation in the Care,' A Project for Quality in the Care for a New Generation Care-receivers and Care-workers: The Ekholmen Case
2 Bloor, M.(2001), Focus Groups in Social Research, London: Sage
3 Conti, T.(1993), Building Total Quality - A guide for management. London: Chapman & Hall
4 Daft, R.(2001), Organization Theory and Design, UK: Thomson Learning
5 Dahlgaard, J. J., Kristensen, K., and Kanji, G.(1994/1998) Fundamentals of Total Quality Management, London: Chapman & Hall
6 Dahlgaard-Park, S. M., Bergman, B., and Hellgren, B.(2002), 'Reflection on TQM for the new Millennium,' in The Best on Quality, International Academy for Quality, Vol.12. Milwaukee, Wisconsin: ASQ Press
7 Dahlgaard-Park, S. M.(2003), 'Conspectus of Quality Movement,' Euro Asia Journal of Management, Vol. 14, No.1, pp. 75-101
8 Ellstrom, P.-E.(2001), 'Larande och Innovationer i Organisationer,' I Backlind, Hansson, Thunborg (red.) Lardilemma i arbetslivet. Lund: Studentlitteratur
9 Goh, P. L. and Ridgway, K.(1994), 'The Implementation of TQM in Small and Medium Sized Manufacturing Companies,' The TQM Magazine, Vol. 6, No.2, pp. 54-60   DOI   ScienceOn
10 Jones, R., Guenter, A. and Kustin, R.(1997), 'ISO 9000 among Australian Companies: Impact of Time and Reasons for Seeking Certification on Perceptions of Benefits Received,' International Journal of Quality & Reliability Management, Vol. 14, No.7, pp. 650-60   DOI   ScienceOn
11 Morgan, C. and Murgatroyd, S.(1995), Total Quality Management in the Public Sector, Buckingham Phil.: Open University Press
12 Dobbins, R. D.(1995), 'A Failure of Methods, not Philosophy,' Quality Progress, July, pp. 31-33
13 Lagrosen, Y.(2003), 'Exploring the effects of TQM on Employee Health,' Proceeding of the 6th Int. QMOD Conference
14 Calingo, L. M., Leong, Y. M., Chia, M. P., and Mohamed, H.(1995), 'Achieving Total Quality Management through ISO 9000,' Accounting and Business Review, Vol. 2, No. 1, pp. 173-86   DOI
15 Quazi, H. A. and Padibjo, S. R.(1997), 'A Journey Towards Total Quality Management through ISO 9000 Certification - A Singapore Experience,' The TQM Magazine, Vol 9, No.5. pp. 364-71   DOI   ScienceOn
16 Berger, P. L. and Luckman, T.(1966), The Social Construction of Reality: A Treatise in the Sociology of Knowledge, Garden City, NY: Doubleday
17 Noronha, C. and Dahlgaard-Park, S. M.(2003) ed., 'Quality Management: Learning from Failures,' Special Issue. Euro Asia Journal of Management, Vol. 13, No.2
18 Anbacken, O. and Klofver, H, FoU-rapport(10:2003), Implementering av ett kvalitetssystem, En studie inom omsorgsverksamheten i ${\AA}tvidaberg$
19 Dahlgaard, Jens J. and Dahlgaard-Park, S. M.(2003-b), 'The 4P Quality Strategy for Breakthrough and Sustainable Development,' European Quality, Vol. 10, No.4, pp. 6-19
20 Dahlgaard, J. J. and Dahlgaard-Park, S. M.(2003-a), 'A Quality Strategy and Self-assessment Method for Organizational Excellence,' The Asian Journal on Quality, Vol. 4, No. 1, pp. 20-39
21 Kaye, M. M. and Dyason, M. D.(1998), 'Harnessing Human Resources to Achieve Business Excellence,' The TQM Magazine, Vol. 10, No.5, pp. 387-96   DOI   ScienceOn
22 Poksinska, B., Dahlgaard, J. J., and Antoni, M.(2002), 'The State of ISO 9000 Certification - A study of Swedish Organizations,' The TQM Magazine, Vol. 14, No.5, pp. 297-306   DOI   ScienceOn
23 Russell, S.(2000), 'ISO 9000:2000 and the EFQM Excellence Model: Competition or- co-operation?' Total Quality Management, Vol. 11, No. 4-6, pp. 657-665   DOI   ScienceOn
24 Shafritz, J. M. and Ott, J. S.(2001), Classics of Organization Theory, London: Harcourt College Publishers
25 Dean, J. W., Evans, J. R.(1994), Total Quality - Management, Organization, and Strategy. NY: West Publishing Company
26 Svensson, L.(2002), 'Bakgrund och $utg{\aa}ngspunkter$,' I Svensson, L. et at. (ed.) Interaktiv forskning for utvekling av teori och praktik, Arbetslivsinstitutet: Arbetsliv i omvandling 2002. 7
27 Dahlgaard-Park, S. M.(1999), 'Understanding Human Needs and Core Values - The prerequisite for Building People and Organizational Excellence,' Proceedings of the Italian Conference on Quality in Health Care (Keynote Paper)
28 Quality at your service(1999), Promentor Management AS
29 Costin, H.(1994), Readings in Total Quality Management, Orlando: Dryden Press
30 Fuentes, C. M., Benavent, F. B., Moreno, M. A. E., Cruz, T. F. G., and del Val, M. P.(2003), 'ISO 9000-based Quality Assurance Approaches and Their Relationship with Strategic Analysis,' International Journal of Quality & Reliability Management, Vol. 20, No.6, pp. 664-690   DOI   ScienceOn
31 Lee, T. Y.(1998), 'The Development of ISO 9000 Certification and the Future of Quality Management: A Survey of Certified firms in Hong Kong,' International Journal of Quality & Reliability Management, Vol. 15, No.2, pp. 54-60
32 Benson, P. G., Saraph, J. V., and Schroeder, R. G.(1991), 'The Effects of Organizational Context on Quality Management: an Empirical Investigation,' Management Science, Vol. 37 No.9, pp. 1107-24   DOI   ScienceOn
33 Bergman, B. and Klefsjo, B.(1994), Quality from Customer Neesd to Customer Satisfaction, Lund: Stdentliterature
34 Besterfield, D. H., Besterfield-Michna, C.. Besterfield, G. H., and Besterfield_Sacre, M. (1995), Total Quality Management, Prentice-Hall, Englewood Cliffs, NJ
35 Bounds, G. and Yorks, L., et al.(1994), Beyond Total Quality Management, London: MacGraw-Hall
36 Feinberg, S.(1995), 'Overcoming the Real Issues of TQM Implementation,' Quality Progress, July, pp. 79-81
37 Kondo, Y. and Dahlgaard-Park, S. M.(1994), Kvalitetsmotivation, Aarhus, Denmark: Centrum
38 Martin, L. L.(1993), Total Quality Management in Human Service Organizations. London: Sage Publication
39 Weick, K.(1979)' The social psychology of organizing, Reading, Mass.: Addison-Wesley
40 DiAngelis, C. A.(1991), 'ICI Advanced Materials Implment ISO9000 Program,' Quality Progress, Nov., pp. 49-51
41 Kartun, J., Axelsson, J., and Eklund, J.(1998), 'Working Conditions and Effects of ISO 9000 in Six Furniture Making Companies: Implementation and Processes,' Applied Ergonomics, Vol. 29, No.4, pp. 225-232   DOI   ScienceOn
42 Anbacken, O. and Hugozon, J. O.(2003), 'Learning Organization in the Primary Care, Paper at Annual Conference,' European Healthcare Management Association, Sicilia
43 Dahlgaard-Park, S. M. and Dahlgaard, J. J.(2003), 'The Human Dimension in Quality Management, In Conti,' T., Kondo, Y., and Watson, G. (eds.) Perspectives on Quality, Competitiveness & Sustained Performance, Milwaukee, Wisconsin: ASQ Press
44 Tsiotras, G. D. and Gotzamani, K. D.(1996), 'ISO 9000 as an Entry Key to TQM: The case of Greek Industry,' International Journal of Quality & Reliability Management, Vol. 13 No.4, pp. 64-76   DOI   ScienceOn
45 Vloeberghs, D. and Bellens, J.(1996), 'Implementing the ISO 9000 Standards,' Quality Progress, June, pp. 43-8
46 Buttle, F.(1997), 'ISO 9000: Marketing Motivations and Benefits,' International Journal of Quality & Reliability Management, Vol. 14, No.9, pp. 936-47   DOI   ScienceOn
47 Poksinska, B., Dahlgaard, J. J., and Eklund, J.(2003), 'Implkementing ISO 14000 in Sweden: Motives, Benifits and Comparisaons with ISO 9000,' International Journal of Quality & Reliability Management, Vol. 20, No.5, pp. 585-606   DOI   ScienceOn
48 Carlsson, M. and Carlsson, D.(1996), 'Experiences of Implementing ISO 9000 in Swedish Industry,' International Journal of Quality & Reliability Management, Vol. 13, No.7, pp. 36-47   DOI   ScienceOn
49 Lee, K. S. and Palmer, E.(1999), 'An Empirical Examination of ISO 9000 Registered Companies in New Zealand,' The TQM Magazine, Vol. 10, No.6, pp. 887-99
50 Mandai, P., Howell, A., and Sohal, A.(1998), 'A Systemic Approach to Quality ImProvements: The Interactions between the Technical, Human and Quality Systems,' Total Quality Management. Vol. 9, No.1, pp. 79-100   DOI   ScienceOn
51 Taylor, W. A.(1995), 'Organisational Differences in ISO 9000 Implementation Practices,' International Journal of Quality & Reliability Management, Vol. 12, No.7, pp. 10-28   DOI   ScienceOn
52 Oakland, J. S.(1999), Total Quality Management, Butterworth-Heinemann