På grund av den kraftiga tillväxt som skett i servicesektorn, vilken idag står för ungefär 70 procent av den totala ekonomiska aktiviteten i världen, har anpassning till nya krav blivit en förutsättning för att säkra en stark position på en snabbt föränderlig och konkurrensutsatt marknad. Oron för kvalitet har därmed vuxit och begreppet är idag, mer än någonsin, en viktig del av en organisations verklighet och vardag. Tidigare modeller för utvärdering av servicekvalitet betonar att kvalitetsbegreppet är mångfacetterat. Trots detta föreslås dessa modeller vara ganska begränsade utifrån en helhetssyn. Vidare är de heller inte tillräckligt anpassade till den specifika service som är föremål för utvärdering. Syftet med detta examensarbete var att utveckla en heltäckande modell och metod för utvärdering och förbättring av servicekvalitet, vilken medför att ett privat utbildningsföretag kan säkra en stark position på en konkurrensutsatt och snabbt föränderlig marknad. En fältstudie bestående av ett antal semistrukturerade intervjuer och en datorbaserad enkät genomfördes i samarbete med ett privat utbildningsföretag. Med hjälp av Voice of the Customer och ett systembaserat synsätt kunde kvalitetskonceptet definieras och de följande kvalitetsdimensionerna kunde identifieras: - Resultatkvalitet - Kvalitet hos lärarnas interaktionsförmåga - Struktur- och innehållskvalitet - Kvalitet hos den fysiska miljön - Kvalitet hos den administrativa Personalens interaktionsförmåga Kvalitetsansvariga inom sektorn för privat utbildning kan använda den föreslagna modellen som ett verktyg för utvärdering av nuvarande arbete och därigenom genomföra viktiga kvalitetsförbättringar. Vidare kan den föreslagna modellen och metoden också användas som grund för studier inom andra serviceområden för utveckling av liknande och för dessa områden anpassade modeller. / Due to the considerable growth of the service sector, which today accounts for roughly 70 percent of the total economic activity worldwide, adapting to new demands is a prerequisite for securing a strong position on a rapidly changing and competitive market. The concern for quality grows and the concept has become a more than ever important part of organizational reality. Existing models for evaluation of service quality share the common trait of emphasizing the concept of quality as a multifaceted one; still these models are proposed to be rather limited from a comprehensive view. Furthermore, they are not adapted specifically to the service being subject to evaluation. The purpose of this thesis was to develop a comprehensive model and approach for evaluation and improvements of service quality in order for a private education company to secure a strong position in a competitive and rapidly changing market climate. A case study consisting of a number of semi-structured interviews and a computer-based survey was performed in cooperation with a private education company. By using Voice of the Customer and a systems approach the concept of quality could be defined and the following dimensions of quality could be identified: - Outcome Quality - Teacher Interaction Quality - Structure and Contents Quality - Physical Environment Quality - Administration Interaction Quality Service Quality Managers in the sector of private education can use the proposed model as a tool for evaluation of current work and thereby enforce important quality improvements. Furthermore, the proposed model and approach can also be used as a foundation for studies within other service settings for development of similar and for those areas adapted models.

More than ever, organizational development and results are affected by employee well-being and motivation. To be an attractive workplace from a staff perspective, it is vital that the organization is aware of how employees actually experience the workplace. By measuring employee satisfaction, the organization is given the opportunity to improve its position as an attractive workplace. The organization in this study has a future goal and that is to become one of Sweden’s most valued workplaces, therefore they need to develop a strategy for how employee satisfaction is measured and evaluated. The purpose of this study is to develop a standardized approach for the organization to measure and monitor it’s employee satisfaction. The study presents an implementation proposal in which the organization in an educational and step-by-step approach can begin the work of measuring employee satisfaction. In addition to the handy steps that the organization can follow, the benefits of a successful implementation project are also presented. The organization's challenges are mapped out and include a strategy to overcome these challenges. / Mer än någonsin påverkas en verksamhets utveckling och resultat av medarbetarnas trivsel och motivation. För att vara en attraktiv arbetsgivare utifrån ett medarbetarperspektiv är det av stor vikt att organisationen är medveten om hur medarbetarna faktiskt upplever arbetsgivaren. Genom att mäta medarbetarnöjdheten ges förutsättningar för organisationen att förbättra sin position som en attraktiv arbetsplats. Den studerade organisationens framtida mål är att bli en av Sveriges bästa arbetsgivare och de behöver därmed ta fram en strategi för hur medarbetarnöjdheten ska mätas och utvärderas. Syftet med studien är att ta fram ett standardiserat tillvägagångssätt för KitchenTime att mäta och följa upp sin medarbetarnöjdhet på. Studien presenterar ett implementeringsförslag där organisationen på ett pedagogiskt och stegvis tillvägagångssätt kan inleda arbetet med att mäta medarbetarnöjdheten. Förutom de handfasta stegen som organisationen kan följa presenteras även fördelar med ett lyckat implementeringsprojekt. Organisationens utmaningar är kartlagda och det finns även en strategi för att överkomma dessa utmaningar.

Healthcare decision-makers need high quality evidence to inform policy and practice decisions. Systematic reviews of randomized controlled trials (RCTs), including meta- analyses of study effects, are considered one of the highest forms of evidence to inform such decisions. Most applications of systematic reviews and meta-analyses are based on a standardized cannon of methods that seek to collect, abstract, assess, and synthesize evidence from primary studies to produce a comprehensive and unbiased summary of the evidence. While useful, standard synthesis methods tend to assume simple data structures (e.g., two-arm comparison of a single intervention vs. a similar control evaluated in a parallel individual randomized design) and some practices (e.g., author contact) may not always be supported by empirical evidence. Complex interventions are of increasing focus in healthcare and public health and pose challenges to the standard methods of systematic review and meta-analysis. While different definitions of complex interventions have been proposed, most definitions assume: i) multiple intervention ‘components’ that may or may not interact with each other to increase or decrease observed intervention effects and ii) effect modification by study-specific characteristics (e.g., healthcare setting, patient population). At least three challenges may result from this complexity. First, reviewers will likely have to contact authors for additional information about intervention components and contextual factors that may operate as effect modifiers. Unfortunately, evidence supporting optimal strategies for achieving response from author contact is lacking. Second, complex interventions are often evaluated using a cluster randomized trial (CRT) design that randomize units of patients to different healthcare/health policy interventions. Analyses from CRTs that are not adjusted for the clustering effect are said to have unit of analysis errors, which if incorporated in meta-analyses could lead to biased summary estimates and overly precise confidence intervals (CIs). Methods for reviewers to appropriately appraise abstract evidence from CRTs are limited. Thirdly, standard meta-analyses estimate an overall effect of a singular ‘complex intervention’. Such analyses answer the question “Do complex interventions as a whole lead to a difference in observed outcomes?” and tend to exhibit high statistical heterogeneity since variation in intervention components and effect modifiers are not accounted for. Hierarchical multivariate meta-regression models have been proposed as an alternative synthesis approach for complex interventions to better account for observed heterogeneity and answer the question decision-makers are really interested in; that is “What component(s) (or combination of components) work and under what conditions?”. Hierarchical multivariate meta-regression models however have yet to be applied in the review of complex healthcare interventions. The overall aim of my doctoral research was to explore the utility of three methodological approaches to address these challenges and optimize the synthesis of complex interventions using a large systematic review of diabetes quality improvement interventions as a case study. The first objective of this thesis was to do an RCT evaluation of the effect of telephone call versus repeated email contact of non-responding authors for additional study information on response rates and research costs. We found authors contacted by telephone call were more likely to complete requests for additional information (response rate 36.7% vs. 20.2%; adjusted odds ratio 2.26 [95% CI 1.10-4.76]) but the intervention took more time to deliver in total (20 vs. 10 hours over several months vs. one month) and was more expensive overall (approximately $505 vs. $253). The second objective of this thesis was to better account for evidence from CRTs and involved a descriptive study and a methodological study. The descriptive study described the proportion of studies with unit of analysis errors and the nature of the error (inappropriate analysis versus unclear or incomplete reporting). The methodological study investigated the utility of building a database of intracluster correlation coefficients (ICCs) and use of an ICC posterior predictive distribution model to correct unit of analysis errors identified in the descriptive study. We found that although trials often adjusted for the cluster effect (67% across outcomes; range 25%-81%), most did not report enough information to extract adjusted effect estimates required for meta-analysis (an average of 77% of studies with remaining unit of analysis errors across outcomes; range 42%-100%). We were able to construct a posterior predictive distribution of the ICC for most outcomes in our review using estimates of the ICC obtained from the descriptive study combined with external estimates and use these distributions to impute missing ICCs to correct unit of analysis errors. Finally, the third objective of this thesis was to illustrate the use of hierarchical multivariate meta-regression for quantitative synthesis when estimating the effects of complex interventions and exploring effect heterogeneity. Using an arm-based analysis of post-treatment means of one continuous outcome, we demonstrated that hierarchical multivariate meta-regression models can be used to estimate a ‘response surface’ that accounts for complex intervention multiple components and study characteristics, and these models can be used to infer estimates of component effects, interactions among components, and effect modification by study covariates. Collectively the results from this thesis suggest three methodological approaches (contacting authors by telephone, imputing missing ICCs using a predictive distribution, estimating complex intervention effects using a hierarchical multivariate meta-regression) can be used to optimize the processes of synthesizing complex interventions. Further work is needed to evaluate the impact of additional study-covariates on explaining residual heterogeneity and testing these methods in other reviews of complex interventions.

An organizations quality management, including process improvement and -development requires continuous work. Quality- and process improvement does not only concern the individual employee but the entire organization. This bachelor thesis is about studying and improving a competence provision process at the organization Swedavia. The purpose is to suggest improvements that increase the efficiency and clarifies the competence prevision process. The thesis is based on the questions (1) How can the competence prevision be improved at Swedavia? And (2) How can the competence prevision be developed into a more adaptable process that fits into all business areas? In order to identify the cause of quality deficiency, three quality management tools have been used. To provide manageable improvement proposals, data collection has been focused on individual perspective such as interviews and surveys, as well as an operational perspective where quality audits have been reviewed. By analyzing the result with aid in information and material concerning competence prevision and process improvement, improvement proposals for the process have been developed and presented in an implementation plan. The study shows that (1) Swedavia’s competence provision can be improved by further developing the process method descriptions, responsibilities and the tools used. An improvement that benefits both the employees and the organization is to apply a clearer description of the overall competence provision process. The description should be based on guidelines for competence management by the Swedish Standard Institute. The result shows that depending on the area of business, the unconsciousness seems to vary. Improvement proposals for a more adaptable process (2) therefore include clearer guidelines, process tools and methods that is specific to the studied business area. In addition to suggested improvements, Swedavia should review what is considered to be of most importance and challenging in the process management, good communication and accessibility. / Processutveckling och förbättringsarbete kräver ett ständigt kvalitetsarbete i en organisations processer. Kvalitetsarbete berör inte bara den enskilda medarbetarens, utan hela verksamhetens engagemang och uppmärksamhet. Examensarbetet är gjort vid Swedavia AB och omfattar ett förbättringsarbete om företagets kompetensförsörjningsprocess. Syfte med arbetet är att föreslå förbättringsförslag som effektiviserar och tydliggör Swedavias kompetensförsörjningsprocess. Arbetet bygger på frågeställningarna (1) Hur kan Swedavias kompetensförsörjning förbättras? och (2) Hur kan kompetensförsörjningsprocessen utvecklas till en mer anpassningsbar process som passar in i alla verksamhetsområden? För att identifiera orsak till kvalitetsbrist har kvalitetstekniska verktyg använts i resultatframtagande. För att få fram hanterbara förbättringsförslag har datainsamlingen fokuserat på ett individperspektiv som omfattar intervjuer och enkäter med medarbetare. Verksamhetsperspektiv har också applicerats där kvalitetsrevisioner genomgåtts och studerats. Genom att analysera resultatet med hjälp av teori om kompetensförsörjning och processutveckling har förbättringsförslag till processen tagits fram och presenteras i implementeringsplanen. Studien visar att (1) Swedavias kompetensförsörjning kan förbättras genom att vidareutveckla processens metodbeskrivningar, ansvarsfördelning, befattningsmodell och behovsanalys. En förbättring som gynnar både medarbetarna och verksamheten är att tillämpa tydligare metodbeskrivning till processen, metodbeskrivningen kan exempelvis baseras på Svenska standardinstitutets riktlinjer för kompetensförsörjning. Resultatet visar att beroende på verksamhetsområde, framkommer det omedvetenhet i olika grad under processgenomförande. Förbättringsförslag för en mer anpassningsbar process (2) omfattar därför tydligare riktlinjer, målsättningar och metodverktyg som är specifika till verksamhetsområdet. Swedavia bör även tänka på det som anses vara viktigast och mest utmanande i processtyrning för stora organisationer, en god kommunikation och tillgänglighet som genomsyrar hela verksamheten för att ständigt utvecklas.

Abstract According to members of the Institute of Medicine, about 98,000 hospitalized patients in the United States die each year because of poor quality care. The problem of poor healthcare quality may exist in part due to limited information on effective performance measurement processes. A multiple case study design was used to gain broad insight into possible solutions to the problems of determining the quality of healthcare services using performance measurements. Hospital/healthcare organization leaders in North Carolina who had implemented optimal performance measurements for quality care were interviewed. The conceptual frameworks that served as a proposition for the study were Goldratt's theory of constraint, Deming's 14 point model and Lewin's model of the change process in human systems. The data collection process involved semistructured interviews of 12 individuals. Data sources and conceptual framework triangulations were used in the data analysis process(coding approaches, study dependability, credibility, transferability methods and case study protocol use) . The themes that emerged from the study were strategies for performance measurement and strategies to enhance service quality in healthcare organizations etc. Results might contribute to social change by helping healthcare leaders and patients improve their knowledge and understanding of optimal performance measurement strategies, which may effect positive organizational changes.

Inledning: En nyligen publicerad rapport visar att patientdelaktigheten i Sverige på flera sätt är låg i jämförelse med andra jämförbara länder. Personcentrering är ett förhållningssätt syftande till att öka patientdelaktighet och som i studier visat sig ha positiva hälsoeffekter. Vårdbehovet kan minskas framför allt för patienter med kroniska åkommor såsom hjärtsvikt vilket är den enskilt vanligaste orsaken till inneliggande vård i Sverige. Syfte: Syftet med förbättringsarbetet var att införa ett personcentrerat arbetssätt och därigenom öka patienternas delaktighet på en kardiologisk vårdavdelning. Syftet med studien av förbättringsarbetet var att undersöka personalens upplevelse av detta. Fynden skulle kunna underlätta vidare införande av denna arbetsmetod. Metod: Förbättringsarbetet bedrevs i projektform och genomfördes enligt Nolans förbättringsmodell. Ronden ersattes med ett fördjupat inskrivningssamtal varvid en skriftlig vårdplan upprättades. Patienterna fick skatta upplevd delaktighet i samband med hemgång. Personalens upplevelse studerades med induktiv kvalitativ ansats genom fokusgruppsintervjuer. Resultat: Enligt enkäterna var upplevelsen av delaktighet hög såväl före som efter införandet av personcentrerat arbetssätt, men variationen var stor. Samtliga yrkeskategorier tyckte arbetssättet gav mervärde, både för patienter och personal. Främst betonades ökad patientdelaktighet, bättre förståelse för sammanhanget, ökad teamkänsla och bättre framförhållning. Slutsats: Upplevelsen av införande av personcentrerad vård var allmänt positiv och skiljde sig inte mellan de olika yrkesgrupperna. Personal såg värde av ökad patientdelaktighet, bättre framförhållning samt ökad samstämmighet och samhörighetskänsla med ett personcentrerat arbetssätt. / Introduction: A recent published report shows that patient involvement in Sweden is in several ways low compared with other comparable countries. Person-centering is an attitude aimed at increasing patient involvement and which in studies has shown positive health effects. The need for care can be reduced especially for patients with chronic diseases such as heart failure, which is the single most common cause of inpatient care in Sweden. Purpose: The purpose of the improvement work aimed at introducing a person-centered approach and thereby increase the patient's involvement in a cardiac care department. The purpose of the study of the improvement work was to investigate the staff's experience of this. The findings could facilitate further implementation of this method of work. Method: Improvement work was conducted in a project form and implemented according to Nolan's improvement model. The round was replaced with an in-depth enrollment interview, and a written care plan was established. Patients were asked to rate their perceived involvement at time for discharge. The staff's experience was studied with inductive qualitative approach through focus group interviews. Result: According to the surveys, the experience of involvement was high both before and after the introduction of person-centered work methods, but the variation was high. All occupational categories thought the person-centered approach had added value, both for patients and staff. The main emphasis was on increased patient participation, better understanding of the context, increased team spirit and better advancement. Conclusion: The experience of introducing person-centered care was generally positive and did not differ between the different occupational groups. The staff saw value of increased patient involvement, better long term planning and increased coherence and sense of togetherness with a person-centered approach.

Abstract Point-of-care testing (POCT) is defined as laboratory tests performed outside the traditional clinical laboratory close to the patient at the time and place where care is received, such as hospitals and healthcare centers. The main reason for the use of POCT is that they provide rapid results and enable prompt interventions, with hopefully improved patient outcomes. All phases of laboratory procedure are included in POCT offering many opportunities for errors, which can influence on patients’ treatment. The measurements are more often performed by nurses than by laboratory professionals. These nurses have different kinds of professional backgrounds, e.g. public health nurses, registered and practical nurses, with minimal or no knowledge of laboratory procedures. The aim of the study was to develop a two-step training and management strategy for nurses to do POCT in hospital and primary healthcare center. In accordance with the strategy, with reasonable investment of laboratory resources, designated contact nurses were first trained in POCT by laboratory professionals, after which the contact nurses trained other nurses in POCT their respective units. Blood glucose, the most common point-of-care (POC) test, was chosen as an example to investigate the influence of training on the quality of the test performed by nurses. The quality of blood glucose measurements was studied by analyzing the control results obtained by nurses and biomedical laboratory scientists (BLSs). The study participants included nurses who were either untrained or trained to do POCT by using the developed interactive two-step training strategy. In conclusion, the nurses trained by using interactive two-step strategy achieved near-similar quality of blood glucose measurements as BLSs. The good quality of glucose measurements, once achieved by training, was also sustained in the long-term. / Tiivistelmä Määritelmän mukaan vieritutkimuksiksi kutsutaan laboratoriotutkimuksia, joita tehdään perinteisen laboratorion ulkopuolella, tarvittaessa lähellä potilasta sairaalassa ja perusterveydenhuollon alueella. Pääasiassa vieritutkimuksia tehdään silloin kun tulos halutaan saada nopeasti ennen hoitopäätöstä tai tulevaa toimenpidettä. Vieritutkimusten tekeminen sisältää kaikki laboratoriotyön vaiheet ja jokaisessa vaiheessa on mahdollisuus tehdä virheitä, jotka voivat vaikuttaa potilaiden hoitoon. Laboratorioammattilaisten sijaan määrityksiä tekevät yhä useammin hoitajat sairaalan eri yksiköissä ja perusterveydenhuollon alueella. Näillä hoitajilla on erilainen ammatillinen peruskoulutus, kuten perushoitajan tai sairaanhoitajan koulutus, ja heillä on vähän tai ei ollenkaan tietoa laboratoriomenetelmistä. Tämän tutkimuksen tarkoituksena oli kehittää hoitajien vieritutkimustoimintaan koulutus- ja hallintomalli, joka toimisi sekä sairaalassa että terveyskeskuksessa. Strategian perusteena oli käyttää suhteellisen vähän laboratorioresursseja ja päästä silti hyvään laadulliseen lopputulokseen. Strategiaksi valittiin kaksiportainen, vuorovaikutteinen koulutusmalli, jossa laboratorioammattilaiset kouluttivat sairaalan ja perusterveydenhuollon yksiköissä ns. yhdyshenkilöt, jotka puolestaan kouluttivat edelleen oman yksikkönsä muut hoitajat tekemään vieritutkimuksia. Veren glukoosimääritys, joka on yleisin vieritutkimus, valittiin esimerkkitutkimukseksi tutkittaessa koulutuksen vaikutusta hoitajien tekemien vieritutkimusten laatuun. Veren glukoosimääritysten laatutasoa tutkittiin analysoimalla hoitajien ja laboratoriohoitajien tekemien kontrollinäytteiden tuloksia. Tutkimukseen osallistui hoitajia, jotka oli koulutettu kehitetyllä vuorovaikutteisella kaksiportaisella koulutusstrategialla vieritutkimusten tekemiseen, sekä hoitajia, jotka eivät olleet saaneet vastaavaa koulutusta. Koulutusmallin avulla hoitajien suorittamien vieritutkimusten laatu parani ja he saavuttivat lähes saman laatutason kuin laboratoriohoitajat. Hyvä, kerran saavutettu glukoosimääritysten laatutaso säilyi myös pitkällä aikajaksolla.

This thesis explores the process of accreditation within a government contracted social service agency in British Columbia, Canada. The agency is seeking accreditation from the Commission on Accreditation for Rehabilitation Facilities (CARF). Institutional ethnography is used to explicate the social relations of CARF - how it organizes frontline work with clients and how it re-organizes an agency’s relations to government funding and service delivery. Data include the author’s frontline work accounts, interviews with frontline workers and the Director, and textual documents used within frontline work. The research process traces specific reporting documents that connect frontline work to the agency’s funders, Community Living B.C. and the Regional Health Authority, and to CARF. This thesis makes visible how the accreditation discourse of measurement and continuous quality improvement shifts how frontline workers think about and do their work with clients in ways that align their priorities with those of government contract management.

Companies realize to stay competitive they have to introduce quality improvement programs. Many companies are challenged today with the sustainability of these quality improvement programs. Generally the understanding of the dynamic behaviour of quality improvement programs is poorly understood with soft issues as factors of the system. System dynamics may solve this problem. This research was focussed on operational management of operations. The organising framework of this research has been qualitative research where the research design was a polar type research design where the case studies focussed on initiatives that were dramatic success or failures, with the expectation that their comparison would help identify those processes that prevent competence enhancing change. A dynamic hypothesis has been constructed from archival data, semi-structured interviews and direct observations, gathered during these case studies. A system dynamics model for quality improvement programs in an automotive environment has been tested and expanded to be applicable for a heavy engineering manufacturing environment. The structure of the system dynamics model has been expanded to include a sustainability feedback loop which also included a management support model. The management support model included soft factors such as management support, management pressure and managerial effectiveness. The complete quality improvement program system dynamics simulation model with sustainability has been tested and validated against a real system data, for a heavy engineering manufacturing environment, gathered during the case studies. The model parameters were determined from a calibration algorithm, by using the Vensim® simulation platform, that fitted the real system behaviour the best. A sensitivity analysis has been done on the model parameters determining the information cues for the management decision policies. From the system dynamics model of the complete quality improvement program, including the sustainability feedback loop, proposed management decision policies have been studied that could lead to sustainable quality improvement programs for a heavy engineering manufacturing environment. From these simulation studies several management policies have been proposed. / Thesis (PhD)--University of Pretoria, 2013. / gm2013 / Graduate School of Technology Management / Unrestricted

Scania CV AB, Scania Commercial Vehicle Aktiebolag, är ett produktionsföretag som tillverkar och levererar lastbilar, bussar, motorer samt tjänster. Forskning och utvecklingsenheten en stor del av Scanias framgång, bestående av 3500 medarbetare har som mål att utveckla samtförbättra högkvalitativa produkter och lösningar. Detta examensarbete har utförts på forsknings och utvecklingsavdelningen RCDA som ständigt jobbar med att fastställa lastbilarnas upplevda kvalitet. Syftet med examensarbetet var att identifiera förbättringsmöjligheter samt föreslå hur dessa skulle kunna implementeras på företaget med utgångspunkt från det valda förbättringsområdet på avdelningen RCDA. Målet med arbetet var utöver att leverera en litteraturstudie presentera förbättringsförslagen och dess effekt i en implementeringsplan. Säkerställandet att ovanstående syfte och mål uppfylldes gjordes med nedanstående frågeställning:Hur kan processer inom ämnet upplevd kvalitet på Scania utvecklas och förbättras?➢Vilka delprocesser påverkar processer angående upplevd kvalitet mest?➢Vilka delar av den avgränsade processen kan uppnå betydelsefulla förbättringar?➢Vilka förbättringar i den avgränsade processen kan göras? Besvarandet av frågorna gjordes genom datainsamlingsom innefattade, observationer, intervjuer och en litteraturstudie. Projektet avgränsades i samband med datainsamlingen till delprocessen Virtual AAR Evaluation som efter intervjuer och diskussioner med medarbetare visade möjligheter till konkreta processförbättringar. Förbättringsområdena arbetssätt, kommunikation och processtruktur definierades. Varav medhjälp av en litteraturstudie kring ämnena perceived quality och virtual evaluation togs lösningsförslag fram. Lösningsförslagen innefattar:➢Checklistor för kvalitetssäkring➢Mätning av leverantörers prestanda➢Workflow management, ger struktur och effektivitet➢Dialogisk kommunikation➢Transformativt ledarskap Slutsatsen i arbetet visar på att implementering enligt den plan som presenterats ger upphov till konkreta förbättringar inom delprocessen virtual AAR evaluation genom minskad resursanvändning och kvalitetssäkring av processen. / Scania CV AB, Scania Commercial Vehicle Aktiebolag, is a production company that manufactures and supplies trucks, buses, engines, and services. Research and Development Unit, a major part of Scania's success, consisting of 3,500 employees, aims to continually develop, and improve high quality products and solutions. This project was carried out at the research and development department RCDA, which constantly work to determine the perceived quality of Scania’s trucks. The purpose of this thesis work was to identify improvement opportunities and suggest how these could be implemented on the chosen improvement area in the RCDA department. The aim of the work was to provide a literature study and deliver improvement proposals and its impact in an implementation plan. Assurance of the fulfilment concerning the above purpose and objectives were made with the following questions:How can processes in the subject of perceived quality on Scania be developed and improved?➢Which sub process affect the process concerning perceived quality?➢Which parts of the defined sub process can achieve significant improvements?➢What improvements in the defined sub process can be made? The answers to the questions were done through data collection that included observations, interviews, and a literature study. The project was defined subsequently with the data collection to the AAR-sub process Virtual AAR Evaluation. Which, after interviews and discussions with employees showed opportunities for concrete process improvements. Improvement areas such as working methods, communication and process structure were defined. Concrete solutions were then presented and supported with articles from the literaturestudy:➢Checklists for quality assurance➢Measurement of supplier performance➢Workflow management, provides structure and efficiency ➢Dialogical communication➢Transformative leadership The conclusion shows that implementation according to the plan presented may give rise to concrete improvements in the sub process virtual AAR evaluation through reduced resource utilization and quality assuring the process.