The external customer demands for quality are constantly increasing and thus continuous improvement is a crucial factor within all companies that wish to remain competitive. Performance measurement and follow-ups are fundamental for continuous improvement, management and sustainability in organizations. Organizations are more likely to achieve their goals if they use performance measures to monitor progress. Conversely, managing organizations without performance measures has been likened to flying blind, with no instruments indicating where the organization is heading. This study is carried out at Systembolaget, where customer offer improvements follow a specific process that currently lacks a step for measurement and follow-ups. Regarding methodology for measurement and follow ups within the process, the organization is, according to Systembolaget, "immature". The lack of measurements causes ineffective management and evaluation of the business. The study therefore aims to propose a revised process that ensures systematic measurement and follow-up as well as what the organization can consider in conjunction with implementation. This by first examining current working methods. The study is based on theories about TQM, improvement cycles, change management and organizational culture. Through the study's qualitative method and data collection, including interviews and documentation, the result primarily demonstrates lack of long term measurement and follow-ups. Reasons can be derived from effects that are difficult to measure and a lack of structure, commitment, time and resources. To tackle these shortcomings, a restructuring of the process is recommended. Finally, the need for a cultural change is emphasized in order to ensure successful implementation of the change.
| Identifer | oai:union.ndltd.org:UPSALLA1/oai:DiVA.org:uu-531058 |
| Date | January 2024 |
| Creators | Hallberg, Frida, Elfsson, Tilda |
| Publisher | Uppsala universitet, Institutionen för samhällsbyggnad och industriell teknik |
| Source Sets | DiVA Archive at Upsalla University |
| Language | Swedish |
| Detected Language | English |
| Type | Student thesis, info:eu-repo/semantics/bachelorThesis, text |
| Format | application/pdf |
| Rights | info:eu-repo/semantics/openAccess |
| Relation | SAMINT-LKF ; 24019 |
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