Forum for Science, Industry and Business

Sponsored by:     3M 
Search our Site:

 

Quality management takes aim at attraction

08.11.2010
Quality management has long been focused on reducing deviations and consumer dissatisfaction.

"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; johan.lilja@miun.se

Pressofficer Helena Lindh; helena.lindh@miun.se; +46-70 389 7772

Weitere Informationen:
http://www.diva-portal.org/smash/record.jsf?searchId=2&pid=diva2:354550 dissertation

Helena Lindh | idw
Further information:
http://www.diva-portal.org/smash/record.jsf?searchId=2&pid=diva2:354550

More articles from Business and Finance:

nachricht Uncovering decades of questionable investments
18.01.2018 | University of Texas at Austin, Texas Advanced Computing Center

nachricht Corporate coworking as a driver of innovation
22.11.2017 | Fraunhofer-Institut für Arbeitswirtschaft und Organisation IAO

All articles from Business and Finance >>>

The most recent press releases about innovation >>>

Die letzten 5 Focus-News des innovations-reports im Überblick:

Im Focus: Artificial agent designs quantum experiments

On the way to an intelligent laboratory, physicists from Innsbruck and Vienna present an artificial agent that autonomously designs quantum experiments. In initial experiments, the system has independently (re)discovered experimental techniques that are nowadays standard in modern quantum optical laboratories. This shows how machines could play a more creative role in research in the future.

We carry smartphones in our pockets, the streets are dotted with semi-autonomous cars, but in the research laboratory experiments are still being designed by...

Im Focus: Scientists decipher key principle behind reaction of metalloenzymes

So-called pre-distorted states accelerate photochemical reactions too

What enables electrons to be transferred swiftly, for example during photosynthesis? An interdisciplinary team of researchers has worked out the details of how...

Im Focus: The first precise measurement of a single molecule's effective charge

For the first time, scientists have precisely measured the effective electrical charge of a single molecule in solution. This fundamental insight of an SNSF Professor could also pave the way for future medical diagnostics.

Electrical charge is one of the key properties that allows molecules to interact. Life itself depends on this phenomenon: many biological processes involve...

Im Focus: Paradigm shift in Paris: Encouraging an holistic view of laser machining

At the JEC World Composite Show in Paris in March 2018, the Fraunhofer Institute for Laser Technology ILT will be focusing on the latest trends and innovations in laser machining of composites. Among other things, researchers at the booth shared with the Aachen Center for Integrative Lightweight Production (AZL) will demonstrate how lasers can be used for joining, structuring, cutting and drilling composite materials.

No other industry has attracted as much public attention to composite materials as the automotive industry, which along with the aerospace industry is a driver...

Im Focus: Room-temperature multiferroic thin films and their properties

Scientists at Tokyo Institute of Technology (Tokyo Tech) and Tohoku University have developed high-quality GFO epitaxial films and systematically investigated their ferroelectric and ferromagnetic properties. They also demonstrated the room-temperature magnetocapacitance effects of these GFO thin films.

Multiferroic materials show magnetically driven ferroelectricity. They are attracting increasing attention because of their fascinating properties such as...

All Focus news of the innovation-report >>>

Anzeige

Anzeige

Event News

10th International Symposium: “Advanced Battery Power – Kraftwerk Batterie” Münster, 10-11 April 2018

08.01.2018 | Event News

See, understand and experience the work of the future

11.12.2017 | Event News

Innovative strategies to tackle parasitic worms

08.12.2017 | Event News

 
Latest News

Let the good tubes roll

19.01.2018 | Materials Sciences

How cancer metastasis happens: Researchers reveal a key mechanism

19.01.2018 | Health and Medicine

Meteoritic stardust unlocks timing of supernova dust formation

19.01.2018 | Physics and Astronomy

VideoLinks
B2B-VideoLinks
More VideoLinks >>>