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Myndigheters kund- och leverantörsrelation: En relations- och partnerskapsanalys mellan två försvarsmyndigheter
Mid Sweden University, Faculty of Science, Technology and Media, Department of Quality Technology and Management, Mechanical Engineering and Mathematics.
2016 (Swedish)Independent thesis Advanced level (degree of Master (One Year)), 10 credits / 15 HE creditsStudent thesis
Abstract [sv]

Som utveckling inom kvalitetsområdet är ett förslag att titta närmare på kund- och leverantörsförhållanden och hur de arbetar kvalitetsmässigt. Frågor som väckts är exempelvis hur man involverar kunden som en naturlig resurs i kvalitetsutveckling och hur nära man vågar släppa in kunden. Studien väljer att titta på de komplexa förhållanden som uppstår när myndigheter har en kund-/leverantörsrelation till varandra. Syftet med studien är att åskådliggöra kvalitetsarbete i relationen och partnerskapet mellan myndigheterna och föreslå framgångsfaktorer och ev. förbättringsförslag.

En fallstudie genomfördes med två myndigheter som studieobjekt. Studien inhämtade ett triangulerat underlag via enkäter, intervjuer och styrande dokument för att analysera parternas relation, partnerskap och kvalitetsarbete mellan varandra. Det inhämtade underlaget stärktes av en kombination av kvantitativ och kvalitativ data.

Resultatet visar att relationskvaliteten är till mestadels hög mellan parterna och partnerskapet som finns mellan dem är uttalat och strategiskt formulerat. Studien visar på en styrkepositionering mellan parterna som i kombination med de bindningar som finns mellan dem ger ett utfall på att en av parterna har en dominerande roll inom partnerskapet.

Studien åskådliggör befintliga strukturer för kvalitetsarbete mellan parterna och lyckas utvinna framgångsfaktorer som föreslås kunna gälla även för andra myndigheters kvalitetsarbete i liknande kund-/leverantörsrelationer mellan varandra.

Abstract [en]

It´s suggested, as development in the quality area, to look closer at customer and supplier relationships in terms of how they´re working with quality in the relation. Questions raised, is as example, how to involve the customer as a natural resource in quality development, and how close suppliers dare to let the customers in. The study chooses to focus on the complex relationship arising when governmental agencies have customer/supplier relationships and partnerships with each other. The purpose of the study is to reveal how the governmental agencies work to improve quality in their relationship and partnership, and to suggest success factors as well as areas for improvement in the relationship/partnership.

A case study was conducted involving two governmental agencies. The study retrieved a triangulated information base through surveys, interviews and governing documents to analyze the two parties’ relationship, partnership and quality work between each other. The retrieved information base was supported by combining quantitative and qualitative data.

The result of the study shows that the relationship quality is mostly high between the two parties, and the partnership between them is strategically phrased. The study reveals of a strength positioning between the parties that, when combined with present bonds, gives an outcome that one of the parties hold a dominating role within the partnership.

The study illustrates existing structures for quality development between the parties, and is able to extract success factors that propose that other governmental agencies might be able to use in similar customer/supplier relationships between each other.

Place, publisher, year, edition, pages
2016. , 96 p.
Keyword [en]
Bonds, Success factors, Quality development, Customer relationship, Total Quality Management (TQM), Public sector, Partnership, Relationship quality, Strenght positioning.
Keyword [sv]
Bindningar, Framgångsfaktorer, Kvalitetsarbete, Kundrelationer, Offensiv Kvalitetsledning, Offentlig sektor, Partnerskap, Relationskvalitet, Styrkepositionering, TQM.
National Category
Reliability and Maintenance
Identifiers
URN: urn:nbn:se:miun:diva-29059Local ID: KA-V16-AI-012OAI: oai:DiVA.org:miun-29059DiVA: diva2:1033424
Subject / course
Quality Management and Leadership LO1
Supervisors
Examiners
Available from: 2016-10-06 Created: 2016-10-06

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