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Kvalitet i arbete med ensamkommande flyktingbarn
Mid Sweden University, Faculty of Science, Technology and Media, Department of Quality Technology and Management, Mechanical Engineering and Mathematics.
2017 (Swedish)Independent thesis Advanced level (degree of Master (One Year)), 10 credits / 15 HE creditsStudent thesis
Abstract [sv]

Verksamheter som arbetar med ensamkommande flyktingbarn, både kommunala och privata, är av lagar och förordningar kravställda på att uppnå god kvalitet. Att uppfylla dessa krav är både avgörande och extremt viktiga för leverans av god kvalitet och tillfredsställelse av kundernas behov. Tidigare forskning på området kvalitet och kvalitetsdimensioner omfattar både offentlig och privat sektor, men tyvärr finns det ingen forskning kopplat till kvalitet i arbete med ensamkommande flyktingbarn. Därifrån utformades studiens syfte som har för avsikt att framta en sammanhållen bild av kvalitet och de viktigaste kvalitetsdimensioner som påverkar den totala kvalitén i arbete med ensamkommande flyktingbarn.

Studiens genomförande baserades på en fallstudie med två analysenheter som arbetar med ensamkommande flyktingbarn. Studerade verksamheter bedrivs i form av HVB-hem för ensamkommande barn eller stödboende. I studien genomfördes även två semistrukturerade intervjuer med områdeschefer för att belysa ledningsperspektivet. Som kompletterande komponent genomfördes litteraturstudier och källanalyser av de normativa källorna.

Resultat av studien tenderar att visa en bredd samt en heterogen tolkning, förklaring och definiering av begreppet kvalitet. En tydlig koppling finns till det humanistiska perspektivet inom psykologi genom Abraham Maslow`s behovsteori, samt Aron Antonovsky`s teori om känsla av samanhang, KASAM. Studiens resultat uppvisar också lagstiftningens påverkan på den förväntade och uppnådda kvalitén i arbetet med ensamkommande flyktingbarn. Resultat ger en tydlig bild på inverkan av mänsklig prestationsförmåga för kundernas uppfattning av servicekvalitén. Empati, lyhördhet och trygghet utmärks som några av de mest betydelsefulla kvalitetsdimensionerna för kundtillfredställelse.

Abstract [en]

Organizations that work with unaccompanied young refugees, both municipal and private, are required by the law and regulations to achieve good quality. To fulfill these requirements are both crucial and extremely important for the delivery of good quality and satisfaction of customer needs. Previous research in the field of quality and quality dimensions includes both the private and public sectors, but unfortunately there is no research related to quality in work with unaccompanied refugee minors. Therefore, the purpose of the study was designed as intended to develop a coherent image of quality and the main quality dimensions that affect the total quality of work with unaccompanied refugee minors.

The studies implementation was based on a single case study with two analysis units working with unaccompanied refugee minors. Studied organizations are performed in the form of HVB-homes for unaccompanied young refugees or supported accommodation. The study also conducted two semi-structured interviews with area managers to highlight the management perspective. As a complementary component, literature studies and source analysis of the normative sources were conducted.

The result of the study tends to show a broad and heterogeneous interpretation, explanation and definition of the concept of quality, with a clear link to the humanistic perspective in psychology through Abraham Maslow's theory of needs and Aron Antonovsky`s theory of the sense of coherence, KASAM. The results of the study also show the impact of legislation on the expected and achieved quality of work with unaccompanied refugee minors. The results provide a clear picture of the impact of human performance for customer’s perception of service quality. Empathy, responsiveness and security are distinguished as some of the most significant quality dimensions for customer satisfaction.

Place, publisher, year, edition, pages
2017. , p. 70
Keyword [en]
Quality, Quality Dimensions, Customer, Customer Needs, Unaccompanied Refugee Children.
Keyword [sv]
kvalitet, kvalitetsdimensioner, kund, kundbehov, ensamkommande flyktingbarn.
National Category
Reliability and Maintenance
Identifiers
URN: urn:nbn:se:miun:diva-31753Local ID: KA-V17-A1-007OAI: oai:DiVA.org:miun-31753DiVA, id: diva2:1147043
Subject / course
Quality Management and Leadership LO1
Educational program
Master Degree in Quality Management and Leadership TKLEA 60 higher education credits
Supervisors
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Note

2017-06-28

Available from: 2017-10-04 Created: 2017-10-04

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