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Experiences of working with in‐company quality awards: a case study

Henrik Eriksson (Doctoral student in the Division of Quality and Environmental Management at Luleå University of Technology, Luleå, Sweden)

The TQM Magazine

ISSN: 0954-478X

Article publication date: 1 December 2003

1515

Abstract

One way to stimulate total quality management (TQM) efforts in an organisation is to work with a quality award. This paper presents a case study, based on both interviews and document studies, of a unit within the Swedish National Road Administration that has worked with an in‐company quality award. The purpose of the case study was to study how a unit experiences and is affected by the work connected with an in‐company quality award. Some positive experiences and effects were recognised, such as a perceived improved customer orientation, a comprehensive view of the business, a degree of participation by everyone, systematic improvement work and an increase in the average score from the examiners. The perceived main disadvantage is the amount of work that the in‐company quality award requires, especially in the phase of description of activities.

Keywords

Citation

Eriksson, H. (2003), "Experiences of working with in‐company quality awards: a case study", The TQM Magazine, Vol. 15 No. 6, pp. 397-407. https://doi.org/10.1108/09544780310502732

Publisher

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MCB UP Ltd

Copyright © 2003, MCB UP Limited

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