"It’s both desirable and necessary to complement modern quality management with a stronger focus on consumers’ positive emotions,” says Johan Lilja, who recently defended his doctoral dissertation at Mid Sweden University.
In his dissertation, ”The Realization of Attractive Quality” Johan Lilja shows how modern systems for quality management can practically go about supporting the creation of strong positive emotions among customers. This represents a major shift in relation to previous approaches. Historically, quality management has aimed to create “the satisfied customer.” This has proven to be something very different from the extremely delighted customer that is truly the aim.
“In my dissertation I present insights, metaphors, and new models. The aim is to contribute to new ideas and a more nuanced discussion about this shift in perspective. My contribution can facilitate and guide steps in the actual implementation of such a positive shift,” says Johan Lilja.
This argumentation is deepened in the dissertation. A greater focus on customers’ positive experience and emotions is important according to fundamental insights from motivation theory. Humans do not merely wish to avoid pain and problems. They also want to maximize happiness and enjoyment in order to make life interesting and stimulating.
“The vision is for our quality management systems soon to focus just as much on realizing customers’ happiness, delight, and high point experiences as they do today on reducing dissatisfaction, complaints, and problems,” says Johan Lilja.
Facts: Quality technology is a subject area that disseminates and develops knowledge through customer-focused product and operational development. Quality management systems are designed to support this in practice within an organization. An example of a modern quality management system is Total Quality Management (TQM). Other modern initiatives in the field Lean and Six Sigma.
For more information, please contact Johan Lilja +46-63 16 59 23; +46-70 213 37 54; firstname.lastname@example.org
Pressofficer Helena Lindh; email@example.com; +46-70 389 7772Weitere Informationen:
Helena Lindh | idw
Frugal Innovations: when less is more
19.04.2017 | Fraunhofer-Institut für Arbeitswirtschaft und Organisation IAO
Europe's microtechnology industry is attuned to growth
10.03.2017 | IVAM Fachverband für Mikrotechnik
An international team of physicists has monitored the scattering behaviour of electrons in a non-conducting material in real-time. Their insights could be beneficial for radiotherapy.
We can refer to electrons in non-conducting materials as ‘sluggish’. Typically, they remain fixed in a location, deep inside an atomic composite. It is hence...
Two-dimensional magnetic structures are regarded as a promising material for new types of data storage, since the magnetic properties of individual molecular building blocks can be investigated and modified. For the first time, researchers have now produced a wafer-thin ferrimagnet, in which molecules with different magnetic centers arrange themselves on a gold surface to form a checkerboard pattern. Scientists at the Swiss Nanoscience Institute at the University of Basel and the Paul Scherrer Institute published their findings in the journal Nature Communications.
Ferrimagnets are composed of two centers which are magnetized at different strengths and point in opposing directions. Two-dimensional, quasi-flat ferrimagnets...
An Australian-Chinese research team has created the world's thinnest hologram, paving the way towards the integration of 3D holography into everyday...
In the race to produce a quantum computer, a number of projects are seeking a way to create quantum bits -- or qubits -- that are stable, meaning they are not much affected by changes in their environment. This normally needs highly nonlinear non-dissipative elements capable of functioning at very low temperatures.
In pursuit of this goal, researchers at EPFL's Laboratory of Photonics and Quantum Measurements LPQM (STI/SB), have investigated a nonlinear graphene-based...
Dental plaque and the viscous brown slime in drainpipes are two familiar examples of bacterial biofilms. Removing such bacterial depositions from surfaces is...
23.05.2017 | Event News
22.05.2017 | Event News
17.05.2017 | Event News
23.05.2017 | Physics and Astronomy
23.05.2017 | Life Sciences
23.05.2017 | Medical Engineering