Benchmarking is an established method of working which is often used in order to develop the quality of the organization. However, almost 70% of the organizations with benchmarking fail due to the lack of planning and structuring of the benchmarking exercise. Maintenance sections in the paper and pulp industry are one of those who have decided to conduct benchmarking. Therefore, the purpose of this study is to gain knowledge of how the maintenance sections in the paper and pulp industry deliberately structure and plan to use benchmarking as a driving force for quality development in the maintenance sections. The study is a hermeneutic case study. Telephone interviews and document analysis have been used as data acquisition methods. The results show that there is a lack of both planning and structuring in the benchmarking process, and lack of management commitment for quality improvements within industrial maintenance. Based on the results of the study, discussions and reflections have been made The discussions and reflections are about how the case organization can increase its prospects for the use of benchmarking as a driving force in quality improvement of the maintenance sections, where the committee work plays an essential support in the benchmarking process.

Titel: Att implementera nya arbetssätt i hemrehabiliteringspraxis - Multipel fallstudie. Syftet med studien var att utvärdera och beskriva implementeringsprocessen av en intervention i hemrehabiliteringen inom Korsholms kommun. Den nya interventionen inom hemrehabiliteringen grundade sig på klientcentrering, multiprofessionellt samarbete samt att jobba aktiverande utgående från gemensamma mål för att stärka klienters självständighet och kvarboende. Metoden som valdes var multipel fallstudie. Både kvalitativa och kvantitativa data samlades in och analyserades. Åtta klienter inkluderades i studien och genomförde en hemrehabiliteringsperiod på fyra veckor. Intervjuer gjordes med dessa klienter och deras vårdpersonal och intervjuerna analyserades med kvalitativ innehållsanalys. Utfallsmått som mättes före och efter interventionen var SPPB, FRAT, Barthel index och måluppfyllelsegrad med GAS. Också följsamhet och bortfall och antalet hemservicebesök registrerades. Som modell för implementering användes PDSA- cykeln. Angående resultatet kan det ssammanfattas med att hemrehabiliteringen upplevdes som positivt av klienterna och av personalen och att klienterna uppnådde goda resultat gällande självständighet, funktionsförmåga och måluppfyllelse samt att det framkom brister i aktiverande arbetssätt och klienternas delaktighet. Personalen upplevde att tidsbrist och klienternas bristande motivation var hinder för hemrehabiliteringen och att kommunikationen och samarbetet mellan hemrehabiliteringspersonal och hemservicepersonal borde utvecklas, eftersom de såg nyttan av interventionen i de fall där det fungerade. I det fortsatta multiprofessionella arbetet inom hemrehabiliteringen och implementeringen av den kommer mer fokus att läggas på dessa faktorer. Detta arbete kan också fungera som ett hjälpmedel för andra som vill implementera nya arbetssätt i praktiken. Vikten av att använda sig av modeller för utvecklingsarbete och studera implementeringen ur ett brett perspektiv lyfts fram med denna studie. Sökord: Hemrehabilitering, Implementering, Multipel Fallstudie, PDSA- cykeln / Title: To Implement New Strategies in Rehabilitation at Home - Multiple Case Study The aim of this study was to evaluate and describe the implementation process of a Home- rehabilitation-intervention. The new intervention was client-focused, used re-ablement with common goals in order to strengthen the clients’ independence and ability to live at home. Multiple case study was chosen as method and both quantitative and qualitative data was collected and analyzed. Eight clients were included in the study and they took part of a four- week long rehabilitation intervention at home. Interviews with these clients and their care staff were conducted and then analyzed with qualitative content analysis. Measurement before and after the intervention were SPPB, FRAT, Barthel and the Goal Attainment scale, GAS. The adherence, loss of clients to the intervention and the amount of home visits from care staff was also analyzed. As a model for implementation the PDSA- cycle was used. The results show that the clients and the staff felt positive about rehabilitation at home, and that the clients achieved goals and got positive results on function and independence, but that there were weaknesses in the implementation of re- ablement and participation. The care- staff saw that lack of motivation amongst the clients and lack of time were barriers to rehabilitation at home. They also wanted to improve the communication and the cooperation between care-staff and rehabilitation-staff because they saw that the rehabilitation at home was valuable when it worked properly. In the future development of the intervention and implementation of these multiprofessional tasks we will start with these factors. This study can also be seen as a guideline for others that wish to implement new strategies in to clinical practice. The use of development tools and the importance of studying the implementation from a broad perspective is emphasized with this study. Searchwords: Rehabilitation At Home, Implementation, Multiple Case Study, PDSA-cycle

Purpose: The purpose of this study is to map the costs linked to a repackaging process and to investigate how a repackaging process can be cost based. The study will answer the questions below: 1.        How can a process mapping be carried out? 2.       How can a cost mapping of a process be carried out? 3.       How should a repackaging process be cost based?   Method: To investigate the repackaging process is a case study where observations and interviews will be the information collection methods. The observation including timing of the repacking process. The interviews will be conducted to gain a deeper understanding of the cost that is involved in the repackaging. When all costs are collected from observation and interviews, this will be reported in a cost calculation table.    Result: The PDSA-cycle is a well-functioning tool when mapping processes, the model gives structure to the work through the four phases: Plan, Do, Study and Act. A process mapping is an important part of a cost mapping as it can be used as a checklist to detect all costs during all stages of the process. Markup percentage is a way for companies to be sure that the costs of a process are included in the sales price, the case company's final calculated markup percentage for this repacking process was 7.69%.   Implications: The study had been made includes already existing theories and no new research has been made. A new aspect of already existing theory has been clarified, the PDSA-cycle has earlier been explained as a tool in mapping process. This is something new for this study and it succussed. Organization can use this type of case study as a basis for discussion for mapping and improving repacking processes or similar processes. The research method with PDSA-cycle is generalized and can be used by other companies. Results and costs that is represented in this study are specified for the case company and should not be generalized to other organizations.    Limited: The study is conducted at a specific case company for a specific period. The study is therefore limited to investigate the repacking process, the repacking process costs that are included are directly linked to the actual repacking process on site. This means that cost affected by customs, warehouse costs and transport costs are excluded.     Keywords: process, mapping, repackaging process, purchasing, packaging, cost mapping, process times, calculation, markup percentage, PDSA-cycle.

The investigation was initiated because of the high workload of the sellers and, additionally, because the Tunadal sawmill has received low ratings in customer surveys. Thus,  two main approaches are adopted here,  the first being to investigate which of the three methods  of working, namely, market divided flow organization, function organizationand flow organization with collaboration, proves to be the most beneficial. The second is to investigate whether there is an available method to ease the daily work. A literature review has been made in order to determine more efficient ways for the sellers to work in the Tunadal sawmill. During the investigation, an in-depth investigation into the total quality management using a balanced scorecard as a management tool was conducted. To identify the current problems, interviews and workshops were conducted with the department members. A customer survey was sent to the customers in order to obtain some indication in relation to their opinions. The results showed that there are many unnecessary working operations such as control, duplication of work and problem solving. Communication between the various departments and individuals proved to sometimes be poor.  A major reason for the sellers’ problems regarding workload was due to the unavailability of goods on the discharge date. Many benefits are associated with the collaborative flow organization as this increases the holistic view and can assist in relation to communication. The function based method of working would, however, lead to greater isolation of the functions in the business. Very little work regarding identification of problems that occur in the processes exists and focus on working with improvements is limited. It would be advantageous to work with total quality management using the balanced scorecard as a management tool in the flow organization based on cooperation as this also promotes the holistic approach. Keywords:Efficiency improvement, total quality management, balanced / Denna undersökning har initierats eftersom innesäljarna har upplevt att arbetsbelastningen varit hög och att Tunadals sågverk har fått låga betyg i kundundersökningar. Syftet med denna undersökning har varit dels att utreda vilket av de tre arbetsformerna marknadsuppdelad flödesor-ganisation, funktionsorganisation och flödesorganisation med samarbete som är den mest fördelaktiga arbetsformen att använda i förhållande till de problem som finns i dag, dels utreda om det finns något arbetssätt som underlättar det vardagliga arbetet med att administrera försäljningar. Med anledning av detta har en litteraturstudie gjorts i syfte att hitta en effektivare arbetsform och ett effektivare arbetssätt för innesäljarna på Tunadals sågverk. Under denna studie valdes en fördjupning inom offensiv kvalitetsutveckling med balanserat styrkort som styrinstru-ment. För att identifiera problem i dag har intervjuer genomförts med innesäljarna. En kundundersökning har också genomförts för att få en uppfattning om kundernas synpunkter. Resultatet visar att det finns mycket onödiga arbetsmoment, exempelvis kontroll, dubbelarbete och problemlösning. Kommunikationen mellan olika enheter och individer är ibland bristfällig. En av de största orsakerna till innesäljarnas problem med hög arbetsbelastning är att varor inte är färdigtillverkade vid utlastningsdatum. Det sker nästan inget arbete med att identifiera vilka problem som finns i processerna och det utförs endast lite arbete med fokus på förbättringsarbete. Det finns många fördelar med att arbeta i en flödesorganisation med samarbete eftersom denna arbetsform ökar helhetssynen och underlättar kommunikationen. Funktionsorganisa-tionen skulle däremot leda till att funktionerna i verksamheten blir mer isolerade. Det vore fördelaktigt att arbeta med offensiv kvalitetsutveckl-ing med balanserat styrkort som styrinstrument eftersom detta arbets-sätt har många fördelar. Nyckelord: Effektivisering, offensiv kvalitetsutveckling, balanserat styrkort, PDSA-cykeln, släktskapsdiagram, arbetsform.

Many organizations are welcoming university students with their degree project or master thesis, but what does a qualitative recruitment procedure really look like when it comes to degree project and master thesis? How can an organization stand out from the crowd and attract dedicated students? What information does university students request in order to apply to a suitable project and how are employees motivated to set aside working hours for a student? In this case study, these questions are answered with the help of a combination of quality management, Lean management, change management, recruitment methods andSelf-determination theory. Through data collection from employees at Stora Enso, university and college students as well as document studies of other organizations' approaches, a qualitative recruitment process has been compiled with associated suggestions for improvement. / Flera organisationer välkomnar universitets- och högskolestudenter vars examensarbeten utförs på en organisation, men hur ser egentligen ett kvalitativt rekryteringsförfarande ut när det gäller examensarbeten? Hur kan en organisation stå ut på marknaden och locka till sig engagerade studenter? Vilken information behöver studenterna för att kunna ansöka till ett lämpligt projekt och hur motiveras medarbetare att avsätta arbetstid för en student?  I denna fallstudie besvaras bland annat dessa frågor med hjälp av en kombination av offensiv kvalitetsutveckling, Lean management, förändringsledning, rekryteringsmetoder samt Self-determination theory.  Genom datainsamling från medarbetare på Stora Enso, universitets- och högskolestudenter samt dokumentär forskning av andra organisationers tillvägagångssätt har ett kvalitativt rekryteringsförfarande sammanställts med tillhörande förbättringsförförslag.

Introduction: The case study was conducted at the non-profit housing company AB GotlandsHem. The purpose of the study is to increase knowledge about working methods and processes in GotlandsHems property system and provide suggestions for possible measures for development and implementation suggestions.  Problem description: Knowledge, information and understanding of the property system is lacking to get a consensus on working methods and processes, but also where instructions are and who is responsible in the property system. This may be due to the fact that GotlandsHem worked to introduce a process approach in the organisation.  Theory: In order to gain an understanding of the current situation, the theoretical starting point of the study has been offensive quality development and processes. Management systems, roles and responsibilities as well as instructions have been used to highlight opportunities for increasing knowledge about working methods and processes.  Method: The study follows a qualitative research design. Total Quality Management was used to attack the problem area. Surveys, interviews, observations and document collection have been conducted. In the identification of improvement proposals, the tools relationship diagrams, tree diagrams and matrix diagrams have been used. The PDSA cycle has been used as a starting point for further implementation.  Results: The results show that there is a lack of knowledge about the property system. Instructions are perceived as incomplete, unclear, incorrect, missing and difficult to find. Responsibilities and roles have a large connection to working methods and processes, which the majority find difficult to find information about.  Conclusions: A mapping of the processes could increase the understanding of working methods and processes. Clearly stated responsibility and a clear structure in the management system can solve the problem linked to instructions as well as navigating the intranet. A needs-adapted education plan would mean that everyone gets an introduction.

The case study has been conducted at a public housing company in Sweden GotlandsHem. The purpose of the study is to survey the case management process of the organisation and to obtain a process development plan as well as offer a proposition for implementation. To understand the current case management process the theoretical origin of the study has been made through process theory and total quality management. Earlier research has illustrated the challanges of finding a generic process of case management. The data of the study have been collected through interviews and documented records. Juran´s Problem-Solving Process and the Plan-Do-Study-Act model have been used for the implementation part of the study. The result illustrates the absence of a common working method, with the case management process. The result also present how other public housing companies are working with case management. The analysis presents the current process compared to the theories and which criteria need to be met for a well-functioning process. The current state of the process indicate an absence of a common working method and the perseption of what a case is differs. The process can be developet by seeing case management as an overall process with the definition "A case is when a customer experiences a need for service and contacts GotlandsHem." For the process, a common companywide working method needs to be established. / Inledning. Fallstudien har utförts hos allmännyttiga bostadsbolaget GotlandsHem som är den största aktören för uthyrning av lägenheter på Gotland. Studiens syfte är att studera organisationens ärendehanteringsprocess samt arbeta fram ett förslag på utveckling av processen samt implementeringsförslag.  Teori. För att skapa förståelse för ärendehanteringens nuläge har teoretisk utgångspunkt för studien varit processer samt offensiv kvalitetsutveckling. Avsnittet behandlar tidigare forskning som har visat att det finns utmaningar i att hitta en generisk process för ärendehantering.  Metod. Datainsamling har utförts genom intervjuer och dokumentär forskning. Studien följer en kvalitativ forskningsdesign där benchmarking har använts. Jurans problemlösningsmodell och förbättringscykeln PDSA är modeller som använts som utgångspunkt för vidare implementering. Resultat. Resultatet visar att det finns en avsaknad av gemensamma arbetssätt genom ärendehanteringsprocessen. I resultatet presenteras hur andra allmännyttiga bostadsbolag arbetar med ärendehantering där ledarskap, gemensamma arbetssätt och registrering av ärenden är tre nyckelkomponenter till en väl fungerande ärendehantering.  Analys. Analysen visar på processens nuläge utifrån teorier inom processarbete. Även intern service analyseras utifrån tidigare forskning där bristande kvalitet på återkoppling till kund genom teorier kan härledas till bristande intern servicekvalitét. Slutsatser. Processens nuläge visar en avsaknad av gemensamma arbetssätt och att uppfattningen om vad som är ett ärende går isär. Processen kan utvecklas genom att se ärendehanteringen som en övergripande process med definitionen ”Ett ärende är när en kund upplever ett behov av service och kontaktar GotlandsHem.”. För processen behöver ett gemensamt företagsövergripande arbetssätt fastställas och processens prestanda behöver mätas. Implementering av förbättringsförslag kan göras med hjälp av Jurans problemlösningsmodell kombinerat med PDSA.

Kompetensutveckling sker hela tiden i en organisation, både direkt och indirekt. Med direkt kompetensutveckling menas lärarledda kurser och aktiviteter och med indirekt menas den dialog som sker mellan medarbetare. För att arbeta systematiskt med kompetensutveckling krävs det att organisationen följer upp och mäter processen. Studiens syfte var att hitta mätetal och arbetssätt för att Färjerederiet ska kunna systematiskt följa upp kompetensutvecklingsprocessen. I studiens forskningsfrågor ingick det även att undersöka hur medarbetare kan motiveras av kompetensutveckling för att öka lärandet och överförandet av kunskap till den dagliga verksamheten. För att svara på studiens frågeställningar har teorier om offensiv kvalitetsutveckling, kompetensutveckling samt en modell för mätning av effekterna av kompetensutveckling redovisats. Studien är av kvalitativ karaktär med ett deduktivt arbetssätt. Metoderna för att samla in data har varit intervjuer, enkätundersökning samt dokumentgranskning. Resultatet av studien presenterades i form av en PDSA-cykel där processens olika steg har undersökts. Efter genomförd studie konstaterades att Färjerederiet behöver implementera de rekommenderade mätetalen och ett arbetssätt för att arbeta med ständiga förbättringar i kompetensutvecklingsprocessen. För att motivera medarbetarna till kompetensutveckling drogs slutsatsen att Färjerederiet kan involvera medarbetarna mer i utformningen av utbildningarna för att fånga upp det behov som finns i kompetensutvecklingen. / Competence development occurs regularly within organizations, both directly and indirectly. Direct competence development refers to teacher-led courses and activities, whilst indirect competenceactivities describes the dialogues between colleagues. For anorganization to work systemically with competence development, it is essential that they follow up and measure the process. The purpose of this study was to find performance indicators and methods for Färjerederiet to systemically follow up their competence development process. Furthermore, the study also aimed to research how employees could be motivated to develop their competences so that the transferof knowledge could increase within the organization. For the purposeof answering the research questions the following areas of theory were utilized: total quality management, competence development and a model for measuring the effects of competence development. A qualitative and deductive research method was the foundation of the study, and the methods of data collection were as follows: interviews, surveys and document research. The results of the study were presented in the form of a PDSA-cycle where the different stages were researched, the resulting conclusion was that Färjerederiet needs to implement the recommended performance indicators and work procedures to improve their competence development process. In regards to motivating the employees, the proposed solution is for the management staff to include the employees in the process of constructing the courses.