"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; email@example.com
Pressofficer Helena Lindh; firstname.lastname@example.org; +46-70 389 7772Weitere Informationen:
Helena Lindh | idw
Microtechnology industry is hiring – positive developments of past years continue
09.04.2018 | IVAM Fachverband für Mikrotechnik
RWI/ISL-Container Throughput Index with minor decline on a high overall level
20.03.2018 | RWI – Leibniz-Institut für Wirtschaftsforschung
A new manufacturing technique uses a process similar to newspaper printing to form smoother and more flexible metals for making ultrafast electronic devices.
The low-cost process, developed by Purdue University researchers, combines tools already used in industry for manufacturing metals on a large scale, but uses...
For the first time ever, scientists have determined the cosmic origin of highest-energy neutrinos. A research group led by IceCube scientist Elisa Resconi, spokesperson of the Collaborative Research Center SFB1258 at the Technical University of Munich (TUM), provides an important piece of evidence that the particles detected by the IceCube neutrino telescope at the South Pole originate from a galaxy four billion light-years away from Earth.
To rule out other origins with certainty, the team led by neutrino physicist Elisa Resconi from the Technical University of Munich and multi-wavelength...
For the first time a team of researchers have discovered two different phases of magnetic skyrmions in a single material. Physicists of the Technical Universities of Munich and Dresden and the University of Cologne can now better study and understand the properties of these magnetic structures, which are important for both basic research and applications.
Whirlpools are an everyday experience in a bath tub: When the water is drained a circular vortex is formed. Typically, such whirls are rather stable. Similar...
Physicists working with Roland Wester at the University of Innsbruck have investigated if and how chemical reactions can be influenced by targeted vibrational excitation of the reactants. They were able to demonstrate that excitation with a laser beam does not affect the efficiency of a chemical exchange reaction and that the excited molecular group acts only as a spectator in the reaction.
A frequently used reaction in organic chemistry is nucleophilic substitution. It plays, for example, an important role in in the synthesis of new chemical...
Optical spectroscopy allows investigating the energy structure and dynamic properties of complex quantum systems. Researchers from the University of Würzburg present two new approaches of coherent two-dimensional spectroscopy.
"Put an excitation into the system and observe how it evolves." According to physicist Professor Tobias Brixner, this is the credo of optical spectroscopy....
13.07.2018 | Event News
12.07.2018 | Event News
03.07.2018 | Event News
20.07.2018 | Power and Electrical Engineering
20.07.2018 | Information Technology
20.07.2018 | Materials Sciences