Division of Quality & Environmental Management ANNUAL REPORT

Transcription

1 Division of Quality & Environmental Management ANNUAL REPORT

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3 1 Background and Overview In January 1, 2003 the Division of Quality & Environmental Management (Avdelningen för kvalitets- & miljöledning) was created through a merger between the Quality Technology group and the Environmental Management group. The establishment of the division, the very first one of this kind in Sweden, was supported both from industry and the public sector in Sweden. Large efforts were spent on a successful merger, partly with financial support from the Development Council Government Sector (Utvecklingsrådet för den statliga sektorn). For instance, efforts have been put on our values and the culture; see Figure 2. In February 2006 the Division of Quality & Environmental Management was merged with several other divisions into a unit named Division of Business Administration and Management (Avdelningen för företagsekonomi & verksamhetsutveckling). Figure 1 Parts of the staff of our division at Kukkolaforsen, June 16, Photo: Rickard Garvare. Our four main processes illustrate central activities at Quality & Environmental Management: Undergraduate and Graduate Education, Postgraduate Education, Research, and Links to Society; see Figure 3. Activities are often performed in a close co-operation with business companies, public organizations and other parts of our society and we are convinced that collaboration is of benefit for all parties. This is also emphasized in our vision, which states that we shall be internationally acknowledged for, to in a close co-operation with others, contribute to the future sustainable society. 1

4 OUR VALUES OUR CULTURE We have an open climate, which is built on and respect of each other We make certain that all members of the staff are informed and committed in decision making We work to create sustainable health We have a joint will to do a good job fellowship We want to be seen and heard in order to influence the development of society and our subjects We test new and better ways to work and are willing to adopt new challenges We listen to our students Figure 2 The seven values that constitute our culture. The list is signed by all the staff and can be found in our corridor. Research Postgraduate Education Links to Society Links to Society Society Links to Society Undergraduate and Graduate Education Figure 3 Our four main processes: Undergraduate and Graduate Education, Postgraduate Education, Research, and Links to Society, and their relations. We are presently discussing strategies to further strengthen and expand our fruitful co-operation with companies and other universities. Collaboration with Mid-Sweden University has been established in quality management containing, for instance, undergraduate education, post-graduate education, and research, and includes development of courses for distance studies, exchange of teachers and supervision of post-graduate students. The division is also closely co-operating in a joint research program with Karolinska institutet in Stockholm and Umeå University. Furthermore, a co-operation with Stockholm School of Business has started with a couple of projects and exchange of teacher resources. Co-operation has also been established with a number of companies active within the area of Six Sigma. 2

5 1.1 Undergraduate and Graduate Teaching Altogether, we now offer about 20 courses in Quality Technology & Management and Environmental Management to students at our university; see Chapter 5. A basic course on Quality Technology & Management was developed some years ago and is offered for distance studies in a close co-operation with other universities, in particular Mid-Sweden University. An advanced course for distance studies has also been developed with financial support from The Knowledge Foundation (KK-stiftelsen). Since a couple of years we offer a Quality Management specialization (avslutning), mainly to engineering students following the Industrial Engineering and Management Programme (Industriell ekonomi). Students, who complete a specific mix of courses and do a industry project with subtantial savings shown, are offered a Six Sigma Black Belt Certificate from the division. The requirements include that the students conduct a master thesis with the typical DMAIC structure (Define-Measure-Analyze-Improve-Control), which is standard procedure for a Six Sigma project. The division is responsible for a Bachelor Programme called Environmental and Quality Management (Miljö- och kvalitetsmanagement) with financial support from the European Union. We have also had financial support from the European Union during for the establishment of a new research profile connected to this BSc programme with a focus on integrating the areas of quality management, environmental management and work environment management. Our efforts to teach for high quality learning seem to be greatly appreciated by our students, something which has been documented in several ways. In our regular course evaluations we get high values of our SSI (Student Satisfaction Index), which is a measure of the students over-all impression of our division after following a course. The five grade scale of the SSI has for many courses resulted in mean grades of above 4, see Section Postgraduate Education and Research A long-term aim is to establish research groups within certain profile areas, see Figure 4. Each group should be led by at least one senior researcher, who has both an economic and a scientific responsibility for the group. Sustainable Development -Measurements and evaluation Effects of environmental management systems Process Control Quality and environmental management in small organizations Process Management Leadership and learning organizations Figure 4 Our research is focused on a number of profile areas, with Sustainable Development as the overall profile. 3

6 Overall profile: Sustainable development measurement and evaluation In the efforts towards an economically, ecologically and socially sustainable society, we shall focus on management and control of work with quality, work environment and environment in organizations. Our focus is on developing and facilitating implementation of values, methodologies and tools with concentration on measurement and evaluation. Quality and environmental management in small organizations The aim is to support development and implementation of values, methodologies and tools for quality and environmental management in small and medium sized enterprises (SME) and organizations in the private and public sectors. One of the focus areas is quality development within the tourism industry. Profile area leader: Rickard Garvare. Leadership and learning organizations The aim is to contribute to a leadership, which supports continuous improvements and continuous learning. A particular focus is on leadership methodologies, which lead to a sustainable health. Profile area leader: Bengt Klefsjö. Process Management The aim is to create and spread knowledge in the area of Process Management, i.e. development and implementation of values, methodologies and tools to manage and improve organisational processes. Profile area leader: Rickard Garvare. Process Control The aim is to study how a process view and process orientation can support improvement work within quality and environmental management, and in that way contribute to a sustainable society. The work aims as well at developing and implementing methodologies and tools to better measure, control and improve technical and administrative processes. Among these methodologies are Design of Experiment, Statistical Process Control and Six Sigma. Profile area leader: Bjarne Bergquist. Effects of environmental management systems The aim is to further increase the knowledge about the benefits and effects of environmental management systems. Particular fokus is on environmental effects in industrial organisations. This profile also includes studies of how different elements of environmental management systems can be further developed and improved. Profile area leader: Thomas Zobel. 1.3 Links to Society Small Business Academy (Småföretagsakademien) The Small Business Academy is based on close co-operation between several divisions at Luleå University of Technology. Among these are Quality & Environmental Management, Industrial Organization, Manufacturing Engineering, Construction Management, Industrial Work Environment, and Industrial Design. The aim is to create a basis for contacts with SME in the region and help them with advice and courses, but the academy has also a clear focus on research and development on issues related to SME. For instance, a program, called the PEN-program, for research and development, partly financed by European Union, based on a co-operation with Umeå University and different companies, has been initiated. Rickard Garvare has been the division s representative in the Small Business Academy during the years in question. 4

7 Research Station Eastern Norrbotten (Forskarstation Östra Norrbotten) The four local communities, Kalix, Haparanda, Överkalix and Övertorneå, situated in the northeast part of Sweden, constitute Eastern Norrbotten. The region has about 37,000 inhabitants. A specific federation for cooperation on issues related to higher education was established in 1998/1999 between these four local communities. The four local communities decided in 1999 to start a project called Research Station Eastern Norrbotten (Forskarstation Östra Norrbotten). Cooperation was established with the Luleå University of Technology, the Swedish University for Agricultural Sciences in Umeå and Lund, The National Institute for Working Life in Östersund, and the Swedish Business Development Agency (NUTEK). The Research Station has got financial support from the EU and from Norrbotten County Administrative Board (Länsstyrelsen). Furthermore, the Federation and Luleå University of Technology and the Swedish University of Agricultural Sciences in Umeå have contributed with money. The Research Station, which has been a virtual organization for research and postgraduate education, was established in January Companies, organizations and local government bodies in the region identified six areas in which the region specifically required new academic knowledge for its future development. Among these was quality and business development in tourism. Three post-graduate students have been working within the tourism group. One of these is Anna-Karin Jonsson Kvist at our division, studying tourists needs and expectations when visiting peripheral areas. Other external education and research During the years in question we have had co-operation with numerous public and private organizations in different parts of the country. A large number of projects, courses and seminars about quality management, process control and leadership have been given. Some of these presentations are listed in Section Some Key Numbers During the time period the division and members of our staff have been mentioned more than 20 times in articles in different journals or newspapers. Among the journals are NyTeknik, Universitetsläraren, Kvalitetsmagasinet and Kundorienterat. Among the newspapers are Norrbottenskuriren and Norrländska Socialdemokraten. We here illustrate the development of our division with the key numbers presented in Figure 5 and 6. Licentiate theses Doctoral theses 4 Nr of examinations Year Figure 5 Number of theses presented at the Division over the past years. 5

8 Papers in int. journals and books Conference proceedings Nr of papers Year Figure 6 Number of converence proceedings and papers in internationan journals and books presented at the Division. 2 Staff During the time period the following people have been employed: Bjarne Bergquist, PhD, Associate Professor Jan-Ola Burman, PhD, Untenured Professor (adjungerad professor) until Caroline Ede, Assistant Research Fellow (amanuens) 20% from until Görgen Edenhagen, MSc, Lecturer (adjunct) Rickard Garvare, PhD, Associate Professor Roland Harnesk, BSc, Research Engineer Helena Instedt, MSc, Research Engineer, on Parental Leave to Peter Johansson, Research Engineer until , Post Graduate Student (doktorand) until Johan Jönsson, Assistant Research Fellow (amanuens) 20% from until Bengt Klefsjö, PhD, Professor Björn Kvarnström, MSc, Post Graduate Student from Anna-Karin Jonsson Kvist, Tech.Lic., Post Graduate Student (doktorand), parental leave to , parental leave 50% to Erik Lovén, Tech.Lic., Lecturer (adjunkt) Jeevantikka Nagendiran, Assistant Research Fellow (amanuens) 20% from until Thomas Olsson, MSc, Research Engineer Klara Palmberg, Post Graduate Student (doktorand) until Karin Schön. MSc, Research Engineer, parental leave from to Malin Söderqvist, Assistant Research Fellow (ammanuens) 20% from Gunvor Tuoma, Secretary until Erik Vanhatalo, MSc, Research Engineer to , Post Graduate Student (doktorand) from Håkan Wiklund, PhD, Professor; on leave Åsa Wreder, MSc, Post Graduate Student (doktorand) Thomas Zobel, PhD, Assistant Professor 50% from until , Research Assistant from , Parental leave 25% from Anna Åberg, Assistant Research Fellow (amanuens) 20% from until

9 3 Postgraduate Examination Our goal is to have one doctoral thesis and two licentiate theses presented every year. During the last two academic years three doctoral theses and five licentiate theses were presented. They are briefly described below in chronological order. See also Section 4. All theses can be found in PDF-format on our website; Dissertations and licentiate seminars Licentiate thesis by Johan Lilja September 19, 2005 Johan Lilja presented his licentiate thesis (2005:50, ISSN ) Quality practice and customer value strengthening the ideal linkage, September 19, Opponent was Professor Anders Gustafsson, Karlstad University. The aim of this thesis is to examine the ideal linkage between quality practice and customer value in order to increase its strength. The research examines and develops the current theoretical foundation of TQM concerning customer value in terms of the theory of attractive quality. An affective conceptualization of customer value has been used as a basis for an initial examination of the ideal linkage. It is indicated that quality practice, including the measures currently used to capture customer perceptions, is more or less restricted to negative motivations of external customers. Negative motivations basically stem from the customers strive to avoid and reduce negative emotional states. The linkage to positive motivations of the external customers is seemingly much weaker or even absent. An extension of quality practice, including the use of multiple output measures, is suggested to increasing the reflection of this duality of customer value in TQM. As a foundation for such an extension, a two-dimensional perspective on the mechanisms involved in the strong positive emotional state associated with attractive quality elements has been proposed. The proposed perspective points at two separate mechanisms in terms of the satisfaction of high-level needs and latent needs. The thesis is based on the following appended papers: Lilja, J. & Wiklund, H. (2005). Obstacles to the creation of attractive quality. Accepted for publication in Total Quality Management & Business Excellence. Lilja, J. & Wiklund, H. (2005). A two-dimensional perspective on attractive quality. Submitted for publication. Lilja, J. & Wiklund, H. (2005). Getting emotional about quality: questioning and elaborating the satisfaction concept. Proceedings of the Eight QMOD Conference in Palermo, Italy, June 29-July 1, Figure 7 Johan Lilja receives the licentiate diploma from the examiner Professor Bengt Klefsjö (left). Johan together with the opponent Professor Anders Gustafsson, Karlstad University (right). Photo: Rickard Garvare. 7

10 Doctoral thesis by Thomas Zobel October 14, 2005 Thomas Zobel presented his doctoral thesis (2005:32, ISSN ) Environmental management systems policy implementation and environmental effects, October 14, Faculty opponent was Adjunct Professor Torbjörn Brorson, International Environmental Institute, Lund. The committee consisted of Professor Jens Dahlgaard, Linköping University, Professor Margareta Magerhom Fet, NTNU, Trondheim, and Professor Patrik Söderholm, Luleå University of Technology. Using meta-evaluation, existing evidence on environmental effects of EMS, as ISO 14001, is evaluated. The reviewed studies are not consistent and it is therefore not possible to suggest a causal linkage between EMS implementation and improved environmental performance. Another meta-study focused on the influence of organisation characteristics on environmental effects of EMS. The results indicate that benefits of EMS seem to be inert of the drivers for adoption and the cultural setting. A common approach to facilitate implementation is joint EMS and group certification. Through a case study, it was found that the approach is effective for small and micro-sized companies. The identification and assessment of environmental aspects and the implementation of environmental policy through objectives, targets and programmes are characterised by the use of two multiple-case studies. It is concluded that the implementation of environmental policy is strictly controlled by specifications in EMS standards. Many organisations find it hard to measure their environmental goals and to sufficiently involve their employees in the policy implementation. Six problematic elements when identifying and assessing environmental aspects have been identified. In addition, inadequacies exist regarding the reproducibility of the methods used for identification and assessment of environmental aspects. In order to improve the reproducibility, an approach to a new method is suggested which is based on life cycle analysis (LCA) methodology. The thesis is based on the following appended papers: Zobel, T., Almroth, C., Bresky, J. & Burman, J-O. (2001). Identification and assessment of environmental aspects in an EMS context: an approach to a new reproducible method based on LCA methodology. Journal of Cleaner Production, 10:4, Zobel, T. & Burman, J-O. (2004). Factors of importance in identification and assessment of environmental aspects in an EMS context: Experiences in Swedish organizations Journal of Cleaner Production, 12:1, Zobel, T. (2005). A Characterization of environmental policy implementation in an EMS context: A multi-case study in Sweden. Submitted for publication. Schylander, E. & Zobel, T. (2003). Environmental effects of environmental management systems evaluation of the evidence. Proceedings of Evaluation of Sustainability European Conference EASY-ECO 2, Vienna, Austria, May 15-17, 2003, Zobel, T. (2005). The pros and cons of joint EMS and group certification: a Swedish case study. Submitted for publication. Zobel, T. (2005). The influence of organizational characteristics on the environmental benefits of environmental management systems. Submitted for publication. Figure 8 The opponent Adjunct Professor Torbjörn Brorson, International Environmental Institute, Lund (left) and Thomas Zobel (right). Photo: Rickard Garvare. 8

11 Licentiate thesis by Klara Palmberg December 22, 2005 Klara Palmberg presented her licentiate thesis (2005:74, ISSN ) Experiences of process management, December 22, Opponent during the seminar was Adjunct Professor Johnny Lindström, Stockholm School of Business. The purpose of this research is, through empirical research, to develop current knowledge and create a level of understanding of Process Management. The aims of this thesis are to: (1) Describe experiences of companies that have worked to put a Process Management initiative into operation; (2) Identify and explain patterns of non-organisational characteristics when implementing and using process management. The findings suggest that there is no single answer to the question of what the transition from a functionally orientated into a process-orientated organisation looks like. However, an interesting aspect that emerges is that the investigated organisations have reached what have been identified as different stages of implementing their Process Management initiatives: Functions, teams & projects, and processes. The thesis also concludes that there is no single answer to how to work with Process Management. The way of working with Process Management can differ between organisations and should depend on the aims the organisation wants to accomplish. The thesis is based on the following appended papers: Garvare, R. & Palmberg, K. (2003). Case studies of process management in small and medium sized enterprises Submitted for publication. Palmberg, K. (2005). Experiences of implementing process management case studies with a focus on organizational issues. Proceedings from the Eighth QMOD Conference, Palermo, Italy, June 29- July 1, Palmberg, K. & Garvare, R. (2005). Sustained quality management how to receive the Swedish Quality Award twice. Accepted for publication in International Journal Quality & Reliability Management. Figure 9 Klara Palmberg (left) discussing process management during the seminar and the opponent Adjunct Professor Johnny Lindström, Stockholm School of Economics, together with Klara Palmberg after the seminar (right). Photo: Göran Dellenbäck. Licentiate thesis by Åsa Wreder June 20, 2006 Åsa Wreder presented her licentiate thesis (2006:36, ISSN ) How to create sustainable health - Experiences taken from Swedish organizations, June Opponent was PhD Maria Gustavsson, Linköping University. International competition and changing demands mean that organizations are more dependent on co-workers health, motivation and commitment. However, attempts to manage new demands, very often, seem to cause unhealthy workplaces. This results in sickness absence, which has grown to a major problem in many Swedish companies. Research, shows that to 9

12 meet the demands of modern working life with healthy and co-creative co-workers, a flat, flexible and empowered organization is needed. However, in large organizations hierarchical structures and communication channels are common. Therefore, the purpose of this thesis is to contribute to the creation of good work environments and employee health, in particular as regards larger organizations. To achieve this purpose, the work of managers and co-workers of a large and successful bank has been studied. Based on the experiences a management model for sustainable health was created to inspire the work of managers of large organisa- tions. The model suggests a management strategy based on a culture of core values considering human aspects that are supported by methodologies and tools. Figure 10 Åsa Wreder presenting her licentiate thesis (left) and the opponent PhD Maria Gustavsson, Linköping University, together with Åsa Wreder after the seminar (right). Photo: Rickard Garvare. The thesis is based on the following appended papers: Wreder, Å. (2005). Successful management methodologies for achieving co-worker health in large organizations. Submitted for publication. Wreder, Å. & Klefsjö, B. (2006). How to create a successful workplace. The co-workers opinion of Sweden s best workplace. Accepted for publication in Journal of Management Practice. Wreder, Å. (2006). Management for sustainable workplaces a tentative model based on experiences of successful organizations. Accepted for the Ninth QMOD Conference Liverpool, August 9-11, Licentiate thesis by Ingela Bäckström September 28, 2006 Ingela Bäckström presented her licentiate thesis (2006:49, ISSN ) Quality manage- ment for sustainable health. - Methodologies, values and practices taken from Swedish orga- September 28, Opponent was Assistant Professor Jonas Hansson, University nizations West, Trollhättan. In many Western countries today, not least in Sweden, there are a lot of organizations that have great problems with sickness absence. The costs connected to the high rates of sickness absence have also risen to alarming levels. Healthy co-workers and healthy organizations are obvious goals for many leaders, but this is not always so easy to establish. Work practices and leadership that are beneficial to co-worker health are thus vital to identify. Studies have shown relationships between company-wide implementation of quality programs and improved co-worker satisfaction along with low co-worker turn over; in other words, co-worker health along with improved customer satisfaction and financial results. In this thesis, organizations that have been awarded prizes for excellence in leadership, internal partnership, working environment, and profitability are analysed. 10

13 Figure 11 Ingela Bäckström (left) discussing with the opponent Assistant Professor Jonas Hansson, University West, Trollhättan ( right). Photo: Rickard Garvare. The thesis is based on the following appended papers: Harnesk, R., Schön, K. & Bäckström, I. (2005). How successful Swedish organizations achieve sustainable health. International Journal of Management Practice, 1:3, Lagrosen, Y., Bäckström, I. & Lagrosen, S. (2007). Quality Management and health a double connection. Accepted for publication in International Journal of Quality and Reliability Management. Lagrosen, Y., Bäckström, I. & Lagrosen, S. (2005). Health effects of Quality Management the role of leadership and participation. Submitted for publication. Licentiate thesis by Peter Johansson February 8, 2007 Peter Johansson presented his licentiate thesis (2007:01, ISSN ) Quality Management and Sustainability. Exploring stakeholder orientation February 8, Opponent was Professor Kevin Foley, University of Technology, Sydney. Figure 12 Peter Johansson presenting his thesis during the seminar (left) and opponent Professor Kevin Foley, University of Technology, Sydney (right). Photo: Göran Dellenbäck. In order to survive, organisations must meet wants and expectations from a number of stake- struggling to survive and prosper, it has holders. At the same time as organisations are become increasingly important for everybody to act in a way that does not endanger global sustainability. In the last few decades a number of management systems have been introduced in order to facilitate for the management of organisations the task of promoting both organisa- study, quality management, environmental tional and global sustainability. In the present management systems and stakeholder theory have been investigated in order to contribute to the knowledge of how an organisation can be managed in order to achieve both organisational and global sustainability. The results include a stakeholder model that could be suitable in 11

14 order to integrate stakeholder theory and quality management. The view of quality manage- in the thesis is to satisfy, or preferably exceed, the wants and expectations of its customers subject to meeting the demands of its other stakeholders, in order to fulfil the ment presented aim of the organisation. The thesis is based on the following appended papers: Garvare, R. & Johansson, P. (2007). Management for Sustainability- A stakeholder theory. Submitted for publication. Johansson, P. (2006). Implementing Stakeholder Management A case study at a micro enterprise. Conference Proceedings from 9th Quality Management and Organisational Development Conference (QMOD), Liverpool. Johansson, P. & Schylander, E. (2005). Environmental Performance Impact of Environmental Management System Standards. Proceedings from Eleventh Annual International Sustainable Development Research Conference (SDRC), Helsinki. Doctoral thesis by Peter Söderholm December 22, 2005 Peter Söderholm presented his doctoral thesis (2005:52, ISSN ) Maintenance and continuous improvement of complex systems. Linking stakeholder requirementstotheuseof Built-in Test Systems December 22, Faculty opponent was Professor Raj B.K.N. Rao, COMADEM International, Birmingham. The committee consisted of Professor Bo Bergman, Chalmers University of Technology, Associate Professor Ulf Sandberg, Vattenfall Service, and Professor Erik Höglund, Luleå University of Technology. The purpose of this research is to explore and describe the linking of changing stakeholder requirements to the use of Built-in Test systems, in order to facilitate maintenance and contin- improvement of complex and critical systems. The main case study and the pilot study in uous the thesis focused on a modern combat aircraft, which is considered as a highly complex and safety critical system with stringent requirements on low life cycle cost. The second case study focused on maintenance-related requirements and risks during maintenance execution within a paper-mill. The thesis includes examinations of important stakeholders and their requirements of critical system health information. Furthermore, the thesis includes studies and analyses of hazards related to health information retrieved through Built-in Test systems and combined with information from external test systems. The thesis also provides suggestions for how stakeholder requirements can be linked to the use of Built-in Test systems, so that they together with external test systems provide required health information and reduce related hazards. Figure 13 Professor Bo Bergman, the opponent Professor Raj Rao, Peter Söderholm, Associate Professor Ulf Sandberg and Professor Uday Kumar after the doctoral seminar. Photo: Behzad Ghodrati. 12

15 The thesis is based on the following appended papers: Söderholm, P. (2004). Continuous Improvements of Complex Technical Systems: A Theoretical Quality Management Framework supported by Requirements Management and Health Management. Total Quality Management & Business Excellence, 15(4), Söderholm, P. (2005a). A Requirements Management Approach Supporting Integrated Health Management System Design. Accepted for publication in International Journal of COMADEM. Söderholm, P. (2005b). A System View of the No Fault Found (NFF) Phenomenon. Accepted for publication in Reliability Engineering & System Safety. Söderholm, P. & Akersten P.A. (2005). Scenario Analysis in Testability Design, Using Event Tree Analysis. Submitted for publication. Holmgren, M. & Söderholm, P. (2005). A Process View of Maintenance-Related Requirements and Risks. Submitted for publication. Doctoral thesis by Mattias Holmgren October 5, 2006 Mattias Holmgren presented his doctoral thesis (2006:38, ISSN ) Maintenancerelated incidents and accidents : aspects of hazard identification October 5, Faculty opponent was Professor Sidney Dekkert, Lund University. The committee con- sisted of Professor Terje Aven, Stavanger, Professor Kurt-Ehrling Petersen, Lund University, Associate Professor ( docent ) Milan Vejlkovic, Luleå University of Technology. Figure 14 Professor Uday Kumar, supervisor (left) and Mattias Holmgren preparing the doctoral seminar, and the opponent Professor Sidney Dekkert, Lund University in action (right). Photo: Bengt Klefsjö. Although maintenance is performed in order to ensure dependability and safety, incorrectly performed maintenance may contribute to accidents. Traditionally, human failures have often been appointed as one major cause of the maintenance related accidents. However, human failures are not satisfactory as an explanation for incidents and accidents. The purpose of this thesis is to explore and describe hazards contributory to maintenance related incidents and accidents, in order to support continuous risk reduction. One study focused on documentted maintenance related incidents and accidents within the Swedish railway and the other study focused on perceived hazards in relation to maintenance execution within the Swedish paper industry. The thesis indicates that improper infrastructure maintenwithin the Swedish railway. Furthermore, ance is a major cause of collisions and derailments it indicates that the three major maintenance related hazards within the Swedish railway system are: communication errors, information retrieval errors and omitted operations. In addition, both case studies show that a proposed process model of maintenance is a valuable support in hazard identification. The thesis is based on the following appended papers: 13

16 Söderholm, P., Holmgren, M. & Klefsjö, B. (2006). A process view of maintenance and its stakehold- for publication in Journal of Quality in Maintenance Engineering. ers. Accepted Holmgren, M. & Söderholm, P. (2006a). A process approach to maintenance related hazard identification. Accepted for publication in International Journal of COMADEM. Holmgren, M. (2005). Maintenance related losses at the Swedish rail. Journal f Quality in Maintenance Engineering, 11(1), Holmgren, M. & Alm, H. (2006). Loss causation analysis of accidents Linked to maintenance on the Swedish state railways. Submitted for publication. Holmgren, M. & Söderholm, P. (2006b). Human failures in maintenance execution within a railway context. Submitted for publication. Licentiate thesis by Karin Schön October 12, 2007 Karin Schön presented her licentiate thesis (2007:45, ISSN ) Job Satisfaction, Six Sigma Improvement Work and the Interconnection between the Two. October 12, Opponent was Associate Professor ( docent ) Mattias Elg, Linköping University Figure 15 Karin Schön presenting her thesis during the seminar (left) and the opponent Associate Professor ( docent ) Mattias Elg, Linköping University together with Karin Schön and her supervisor Associate Professor ( docent ) Bjarne Bergquist after the licentiate seminar (right). Photo: Rickard Garvare. To stay competitive, many organizations apply systematic methodologies to improve product quality and productivity. However, the wellbeing of the employees is only vaguely described in many of these improvement methodologies. The focus of this thesis is on the interconnec- Sigma. The studies performed have been limited to tion between job satisfaction and Six Swedish organizations. The first study included organizations that have been awarded as successful, in particular, in areas concerning employee satisfaction. It was discovered that these companies, although differing in size and business field, had used similar methodologies to reach a high level of job satisfaction. Two studies were performed at organizations that were using Six Sigma. One describes how three large Swedish organizations have worked to implement Six Sigma. This study found two main approaches for the implementation: one seemingly fast top-down approach and one voluntary, middle-out approach. Also, it was shown that many of the Six Sigma success factors found in the literature were valid in a Swedish business environment too. In the third study, which explored how Six Sigma could affect the job satisfaction among em- found that participants of Six Sigma were either neutral or positively affected, while non- participants did not feel affected. Black Belts were generally more positively ployees, it was affected than Green Belt. 14

17 The thesis is based on the following appended papers: Harnesk, R., Schön, K. and Bäckström, I. (2005). How Successful Swedish Organizations Achieve Sustainable Health. International Journal of Management Practice, Vol 1, No. 3, pp Schön, K. (2006). Ways of implementing Six Sigma in a non-american culture. International Journal of Six Sigma and Competitive Advantage. Vol 2, No. 4, pp An earlier version of the paper was presented at and published in the Proceedings of the 2nd International Conference on Six Sigma, Integrating Six Sigma and Lean Strategies for Achieving and Sustaining Competitive Advantage, June, 2006, Glasgow, Scotland. Schön, K. (2007). Six Sigma and Work Satisfaction Consequences. Presented at and published in the Proceeding of the 10th International QMOD Conference, Our Dreams of Excellence - Learning from the Past and Architecturing the Future, June, 2007, Helsingborg, Sweden. Licentiate thesis by Erik Vanhatalo December 20, 2007 Erik Vanhatalo presented his licentiate thesis (2007:66, ISSN ) Contributions to the use of designed experiments in continuous processes: a study of blast furnace experiments. December 20, Opponent was Dr Kent Tano, LKAB, Kiruna. Figure 16 Erik Vanhatalo presenting licentiate this thesis during the seminar (left) and the opponent Dr Kent Tano, LKAB in Kiruna together with Erik Vanhatalo after the seminar (right). Photo: Rickard Garvare. Design of Experiments (DoE) contains techniques, which help experimenters to maximize the information output from conducted experiments and minimize the amount of experimental work required to reach statistically significant results. The use of DoE in industrial processes is thoroughly described in literature. However, continuous processes in industry, frequently found in, for example, the mining and steel industries, highlight special issues that are typically not addressed in the DoE literature. The purpose is to investigate if factorial designs and other existing techniques in the DoE field are effective tools also in continuous processes. Two studies have been performed. The focus of the first study, a case study of an industrial blast furnace operation, is to explore the potential of using factorial designs in a continuous process and to develop an effective analysis procedure for the experiments in a continuous process. The focus of the second study is to explore how a-priori process knowledge can be used to increase the analysis sensitivity for unreplicated experiments. The thesis is based on the following appended papers: Vanhatalo, E. & Bergquist, B. (2007). Special Considerations when Planning Experiments in Continuous Process. Quality Engineering, 19(3): a 15

18 Vanhatalo, E., Vännman, K. & Hyllander, G. (2007). A Designed Experiment in a Continuous Process. Helsingborg, Sweden: the proceedings of the 10th International Quality Management and Organizational Development (QMOD) conference. The paper was presented June 20th, 2007 at the conference by Erik Vanhatalo. Bergquist, B. & Vanhatalo, E. (2007). The Use of A-Priori Information when Analyzing Designed Experiments. Submitted for publication. 3.2 Associate professors Bjarne Bergquist was appointed Associate Professor ( docent ) and Rickard Garvare was appointed Associate Professor ( docent ) , see Figure 17. Figure 17 Associate Professor Rickard Garvare (left) and Associate Professor Bjarne Bergquist (right) during their installation seminars December 6, Photo: Bengt Klefsjö. 4 Research Projects In this section a number of ongoing projects at our division are briefly described. Most of them are classified according to our profile areas, presented in Section 1.2. The area of Reliability and Maintenance of Systems is included since two of our former post graduate students, Mattias Holmgren and Peter Söderholm, now working at the Division of Operation and Maintenance at Luleå university of Technology, were partly supervised by Bengt Klefsjö. Their theses were presented as a joint work between the two divisions. 4.1 Sustainable Development Measurement and Evaluation Sustainable Development, Business Excellence and TQM This project studies how to combine principles and methodologies of quality management, business excellence and sustainable development. Definitions and measures of sustainable development are integrated with values of quality management and with global human and environmental stakeholder interests. Requirements, values, criteria and concepts of measures for sustainable development are examined. Present strategies for quality and business excellence are compared with definitions of sustainable development. Indicators for sustainable development in an organizational and business context are classified into drivers, input, enablers, output, and stakeholder satisfaction. Sustainable development is described with the 16

19 dimensions of economy, environment and ethics, representing a modified version of the triple bottom line. The organizational use of indicators for sustainable development is examined. The project is carried out by Rickard Garvare in co-operation with PhD Raine Isaksson at the University of Gotland, Jacob Hallencreutz at Implement Management Partner, and Peter Johansson at Sony Ericsson Mobile Communications. It has resulted in a number of published papers, e.g. Garvare, Hallencreutz & Isaksson (2007) Environmental Management Systems Study of the Environmental Policy Implementation Process This research project studies the characteristics of the environmental policy implementation (EPI) process in an environmental management system (EMS) context. The EPI process consists of identification and assessment of environmental aspects, establishment of environ- policy, goals and mental indicators and establishment and implementation of environmental action plans. EPI is identified as being the heart and the most important part of the EMS. Especially the identification and assessment of environmental aspects are crucial to an EMS, since the significant aspects determine the shape and focus of the entire EMS. The general aim of this project is to contribute to knowledge about the different processes included in EPI. The project is carried out by Thomas Zobel. It has resulted in several articles and a doctoral thesis that was presented in October Quality and Environmental Management in Small Organizations Quality Management and Tourism Tourism is an important sector from an economic point of view. It can be of an even greater importance to regions that are situated in a peripheral area. For such areas, often not suitable for mass tourism, it is of importance to be aware of the needs and expectations of tourists so the right products and services can be offered in order to deliver quality to the customers. The purpose of this project is to explore how customer satisfaction can be measured in the tourism sector and to describe the characteristic needs and expectations of tourists visiting a peripheral area, thereby contributing to the knowledge of both service quality and tourism. The project is carried out by Anna-Karin Jonsson-Kvist within the Research Station Eastern Norrbotten (Forskarstation Östra Norrbotten), with collaboration between the municipalities of Haparanda, Kalix, Överkalix and Övertorneå, situated near the boarder to Finland. A large part of the financial support to the Research School is from the European Union. 4.3 Management and Control of Processes Quality Improvement Strategies Based on Process Capability Studies The use of statistical methods in Swedish organisations has been investigated. The results show that use is generally limited and that many feel that tools are too complex and that knowledge of the tools is limited. Ongoing research focuses on these obstacles. One aim is to generate new, simpler yet statistically sound methods. Another is to generate implementation models useable for people with little statistical background. The project Quality Improvement Strategies based on Process Capability Studies has financial support from the Swedish Research Council and is a co-operation between our division (Bjarne Bergquist) and the Department of Mathematics (Kerstin Vännman and Malin Albing). During the time period, three conference presentations have been made and three papers were published in international journals. Two articles with co-authors from our division have also been submitted. 17

20 4.3.2 Different approaches for implementing Six Sigma in large organisations Experiences of Implementing Process Management In business terms, Six Sigma is a business improvement strategy used to improve profitability, to drive out waste, to reduce quality costs and improve the effectiveness and efficiency of operations that meet or even exceed customer s needs and expectations. In statistical terms, Six Sigma refers to 3.4 defects per million opportunities (DPMO), where sigma is a term used to represent the variation about the process average. This research project focuses on experiences of Six Sigma in three Swedish corporations: Volvo Cars, SKF and Ericsson. Interviews of persons directly involved with the imple- mentation and realization of the ongoing Six Sigma programmes have been carried out and follow-up surveys of the staff are to be performed. The project is being carried out by Karin Schön, who will present her licentiate thesis in October The project has been presented at two conferences and in one journal paper during the two academic years. Within this project case studies of organisations that have successfully implemented process management have been used to investigate quality related management issues. The methodology employed has been mainly qualitative, with interviews and observations as primary tools for data collection. The project was carried out by Klara Palmberg and Rickard Garvare, and was financially supported by Agria Pet Insurance (Agria Djurförsäkring). Among the results of the project are conference papers, journal articles and the licentiate thesis by Klara Palmberg (2005) Experimental strategies for Experimental Blast Furnace When conducting experiments we send disturbances into a system and monitor the system reactions. In this way we can tie our changes in factor(s) X) to a possible change in factor(s) Y. When the system complexity increases and when it is hard to demarcate and measure properties of both X:s and Y:s, the complexity of the experiment also increases. Continuous production processes, frequently found in e.g. process industry, often have a large number of response variables that can be of interest during an experiment. This can make a multivariate approach to analysis necessary. Further, complete randomization of the run order is often impossible in large scale industrial experiments. Also, keeping track of the process state and the involved process flows during the experiment is a major task. The aim of this project is to study obstacles, like the ones mentioned above, that can be found during experimentation in continuous processes and to propose solutions to some of these obstacles. The project is financed by the LKAB mining company and it is carried out by Erik Vanhatalo under supervision of Bjarne Bergquist and Kerstin Vännman in cooperation with staff at the Experimental Blast Furnace (EBF) of LKAB. The EBF plant is an example of a continuous production process and is specifically designed for experimental purposes. The project has been presented in one journal paper and one conference presentation during the two academic years. Erik defended his licentiate thesis December 20, Traceability systems for continuous processes Traceability systems simplify identification of causes to product failures and are therefore vital for many industries. Such systems are used extensively in manufacturing industries, but creating traceability in continuous processes often implies great challenges. The aim of this project is to investigate how traceability can be achieved in the distribution chain for iron ore pellets. Radio frequency identification (RFID) as well as chemical trace element experiments, coupled with process simulation, have been used to trace iron ore pellets and slurry. The project is financed by the LKAB mining company and it is carried out by Björn Kvarnström under supervision of Bjarne Bergquist and Kerstin Vännman in cooperation with staff at the research division of LKAB. The project has been presented in one conference presentation and as well as at several project meetings during the two academic years. Björn will defend his licentiate thesis May 16,

21 4.4 Leadership and Learning Organizations Leadership for Increased Commitment and Sustainable Health Costs connected to sick-leaves have increased to alarming levels in Sweden. There are several reasons for the sick-leaves, but one seems to be too small possibilities to influence the work and the working environment by the staff. However, there are organizations, in Sweden and elsewhere, in which top managers have used a leadership, which has created possibilities for the employees to take care of problems and improve the working environment. One example of this is the company Fresh in Gemla in Southern Sweden. Fresh, and others, have successfully managed to make everybody s commitment and committed leadership core values of their organisations. This project is studying and analysing experiences from successful organizations in order to identify key issues and key methodologies, which can also be of benefit for other organisations. The concept of partnership is used as a theoretical frame to explore decisive factors for increased commitment. In one project, with financial support from Vinnova (The Swedish Agency for Innovation Systems) Roland Harnesk and Karin Schön at our division have focused on small organizations. In another project, with financial support from Alecta, Åsa Wreder has studied how FöreningsSparbanken, one of Sweden s largest banks, has worked to achieve sustainable health. In the two projects also Ingela Bäckström and Pernilla Ingelsson from Mid-Sweden University (Mitthögskolan) in Östersund, and Yvonne Lagrosen from Chalmers University of Technology in Gothenburg, have been involved. The projects within the area of leadership for increased commitment and sustainable health have resulted in several article and conference contributions, as well as licentiate theses by Roland Harnesk, Åsa Wreder and Ingela Bäckström TQM as a Support for Societal Development The domain of quality management is changing in many ways. There are examples in different countries, where communities and societies have transferred TQM concepts to community issues. Two outstanding Swedish examples of societal development based on quality management are the communities of Åseda and Seskarö by former colleague Maria Fredriksson. In a project called CIVIC (Cultural and Industrial Values in Change), with financial support from the European Union, including Mansfield in UK as an international partner, the experiences from Åseda and Seskarö have been used for societal development in Jokkmokk The SARAH project Between 1980 and 2003 the group of people aged 80 and older has increased by 81 percent in Sweden. The trend is similar in many other countries in Europe. At the same time, there is a medical paradox since more peoples lives can be saved due medical developments in modern health care simultaneously as better conditions make people live longer. This result in rising needs of care to the increasing numbers of patients. As concern eldercare, this demands more care to be provided at home and at distance from hospitals but with the support from competent professionals from different care authorities. One way to handle this situation is the use of information and communication technology (ICT), which enables people to communicate, gather information and interact with distance service without the limitations of time and space. Thus, ICT, has the potential to facilitate remote communication and the support of competent health care professionals to home-based care and improve the utilisation of resources, such as health care employees. However, ICT also compels changes of the processes, organisation and control systems of care and will imply changes in the work situation of health care employees. There are studies reporting a resistance of health care employees towards introduction of ICT in eldercare and a worry about dehumanised care. New technology may put new demands on the employees in terms of competence, autonomy, and flexibility. This in turn may create stress and affect work satisfaction and affect the quality of care that is provided negatively. 19

22 The purpose of this project, starting in October 2005, is to study how eldercare and the working situation of employees providing this care may be affected by new ICT in eldercare. The project SARAH is financed by money from and European Union s Structural Fund Goal 1. Project owner has been CDH, Centre for Distance-Spanning Healthcare at Luleå University of Technology. The project is performed in cooperation between Norrbotten County, the municipalities Luleå and Boden, Department of Health Care and the Division of Quality & Environmental Management at Luleå University of Technology and two ICT companies. From our division Åsa Wreder and Bengt Klefsjö have been involved in project, which so far has resulted in the conference paper Wreder et al. (2007). For more information about the project, see Reliability and Maintenance of Systems Continuous Improvements of Complex Technical Systems The increasing complexity of today s technical systems requires that the improvement work is highly systematic, in order to properly manage the changes from stakeholders. Many systems of today are also critical with stringent non-functional requirements on reliability, availability, maintainability, security, or safety. An approach to manage dynamic stakeholder requirements is Requirements Management, which encompasses methodologies and tools for the management of stakeholder requirements. One approach to improve the reliability and safety of a critical system is Health Management, which encompasses methodologies and tools for the management of the health, or condition, of a system. The purpose of this project is to explore the management of dynamic stakeholder requirements and necessary responsive improvements of the technical system of interest. Among the results are a quality management framework supported by methodologies and tools from Requirements Management and Health Management. The framework is intended to support a systematic work with continuous improvements and maintenance of complex technical systems, in the context of dynamic stakeholder requirements. The research has been carried out by Peter Söderholm within the frame of the Centre for Dependability and Maintenance, in co-operation with Saab Aero systems. The research has been financially supported by the National Aeronautics Research Programme, NFFP (Nationellt Flygtekniskt Forskningsprogram). As a result of this project Peter Söderholm presented his doctoral thesis at the end of 2005, see Section Maintenance Related Risks An important parameter of product quality is dependability, and one of the activities per- are regulations, formed to ensure dependability of a system is maintenance. In Sweden there to some extent covering maintenance and operation of different technical systems. A purpose of these regulations is to reduce risks for humans, environment and property. Still, incidents and accidents occur in connection with maintenance. Therefore it is important to identify the different risks that are linked to the maintenance execution. The aim of this project is to describe risks in the maintenance process, with a special focus on maintenance execution at the Swedish railway system. The empirical research has been focused on incident reports and accident investigations from a number of different train derailments and collisions at the Swedish State Railways, which have been studied with respect to possible maintenance related causes and corresponding losses. This work is supported by an accident analysis model that has been adapted to work as a data analysis tool. The project has been financially supported by the Swedish National Rail Administration the Northern Region (Banverket Norra Banregionen) and the Luleå Railway Research Center (JVTC). The research work was carried out by Mattias Holmgren and resulted in the doctoral thesis Holmgren (2005), see Section

23 4.6 Some Other Projects Latent needs and customer value The most central value in Total Quality Management (TQM) is the customer focus. There is ideally a strong linkage between the application of quality practice and the creation of superior customer value. However, this linkage has so far been given poor attention among quality researchers. The aim of this project is to examine and increase the ideal linkage between quality practice and customer value. The research started by examining the current theoretical foundation and models of TQM concerning perceived customer value, in terms of the theory of attractive quality, according to the Kano model. Furthermore, a conceptualization of perceived customer value and satisfaction has been used as a basis for an initial examination of the ideal linkage. An extension of quality practice, including the use of multiple output measures, is suggested to increase the reflection of the duality of perceived customer value in TQM. This project has been carried out by Johan Lilja and has resulted in several articles and conference contributions as well as the licentiate thesis by Johan Lilja (2005) Centre for Tourism and Experience Production The tourism and experience industry worldwide is undergoing a period of very robust expansion and the County of Norrbotten in northern Sweden has great potential to be part of this development. There is, however, still much to improve in terms of infrastructure, tourist attractions, entrepreneurship, service and hospitality for the region to be able to attract a larger volume of visitors and an increase in return visits. In order to unify, strengthen and profile the efforts of Luleå University of Technology in the area of tourism and experience educational programmes and research, a project is going on with the aim of creating a centre for tourism and experience production at the university. The vision is to build up a dynamic hub of people, courses, educational programmes and knowledge bases that will spur on regional and national growth within the tourism industry. It is intended that The Centre for Tourism and Experience Production will work hand in hand with local entrepreneurs, trade organisations and municipal and regional authorities. In the longer term our aim is to increase awareness in society about subjects that are important for the development of the tourism industry everyone from the small-scale entrepreneur to the senior official or politician who takes decisions in issues and by doing so affects the development potential of the industry. The Centre for Tourism and Experience Production will focus on hospitality, cooperation and market communication using the region s natural environment and culture as its cornerstone. The aim is to improve knowledge for growth that allows economically, ecologically, socially and culturally sustainable development based on the natural and cultural assets throughout the region. The project has, among other things, organised a number supported a number of projects. Our division has been involved of seminars, educations and in two of these projects. One has the aim of creating an instrument for measuring needs, expectations and experiences of tourists. Here Bengt Klefsjö in a member of the project group. The other one will investigate the educational needs as seen by the tourism entrepreneurs in Norrbotten. In that project Rickard Garvare and Erik Lovén are involved. For more details, please, see the website The project is managed by a project group, consisting of Bengt Klefsjö, Håkan Ylinenpää, Lars Elenius, Hans Gelter, and Christina Rådelius as project director. The project is being financed through Regional Growth Programme funding from the County Administrative Board ( Länsstyrelsen ) of Norrbotten and via The EU Structural Funds Objective 1. 21

24 5 Courses 5.1 Undergraduate Courses The division has been responsible for about 20 different undergraduate courses and included in even more. The courses we have been responsible for are: IEK201 Quality Management, Introduction course, 5p IEK202 IEK203 Operative Quality Management, 5p Design of Experiments, 5p IEK204 Customer Focused Product Development, 5p IEK205 Project in Quality Management, 5p IEK209 Environmental Management, 5p IEK210 Environmental Management Systems, 5p IEK215 Statistical Process Control and Six Sigma, 5p IEK252 Sustainable Management, 5p IEK253 Life Cycle Assessment, 5p IEK254 IEK255 IEK323 Environmental and Quality Auditing, 5p Basic Quality Management, 5p Quality Management, Introduction Course, 5p IEK325 IEK099 Quality Management, Advanced Course, 5p Thesis, Quality Engineering, 20p IEK299 Thesis, Environmental and Quality Management, 10p IEK348 Thesis in Quality, Work Environment and Environmental Management, 10p IEK349 Thesis in Quality, Work Environment and Environmental Management, 20p IEK353 Environmental and Quality Auditing, 5p Some of the courses listed above were given both as ordinary campus courses and as distance courses on the Internet. 5.2 Postgraduate Courses Bengt Klefsjö has been responsible for a postgraduate course in Dissertations, 5 points. In the course one dissertation is scrutinized about every three months. The number of students following the course varies from one year to another. Bengt Klefsjö has been responsible for a course in Scientific writing, 2 points. In this continuous course papers written by members of our staff and intended for scientific pubfor a course in Oral presentation, 3 points. Here lication or scientific conferences are scrutinized. Bengt Klefsjö has been responsible conference presentations and other types of oral presentations are discussed and practiced. Also technical support for presentations is discussed. Bjarne Bergquist and Rickard Garvare have been responsible for a course in Meta Management, 5 points. Seven students followed the course. Professor Kevin Foley, University of Technology, Sydney, also contributed to the course as a guest lecturer. 22

25 6 Meetings and Conferences 6.1 Conferences Organized by the Division Conference on Quality and Environmental Management (Konferens för kvalitets- & miljöledning) September 15, 2005 Almost 300 people attended our Quality and Environmental Management Conference ( Kvalitets- & miljöledningskonferens ), which was traditionally organised by the division September 15, The theme of the conference was Managers and co-workers in cooperation to achieve sustainable development ( Ledare och medarbetare i samverkan för hållbar utveckling ). Pia Sandvik Wiklund, at that time Vice President at MidSweden University, and Bengt Klefsjö jointly chaired the conference. The conference was opened by Per-Ola Eriksson, County Governor of Norrbotten. Elisabeth Schylander, Environmental Coordinator at Coca-Cola Sweden AB, talked about Is It profitable with Environmental Management Systems ( Är det lönsamt med miljöledningssystem? ). Seher Yilmaz, Chaiman for The National Organisation for Pupils ( Elev- i Sverige ), talked about Teachers as leaders and good examples ( Lärare som organisationen ledare och förebild ). Dan Johansson, platschef vid ArvinMeritor, Lindesberg, gave a talk about Improvement work as supplier to the car industry threat or possibility? ( Förbättrings- som underleverantör till fordonsindustrin hot eller möjlighet? ). Jan Bylund, stand- arbetet up-comed ian, talked about You must dear to ask to enjoy your work ( Våga fråga så trivs du bättre på jobbet ). Magdalena Forsberg, World Champion and World Cup Winner in biathlon, gave a talk about How do you set your own personal goals? ( Hur sätter man personliga mål? ). Robert Kusén workshop manager (verkstadschef), Scania Södertälje, talked about How do you put together the needs of education for the person and the organisation? ( Hur skapar man samverkan mellan medarbetarnas och företagets utbildningsbehov? ). Anna-Carin Andersson and Eva Leionen, Apoteket Lejonet i Luleå, Allan Nyström and Mona-Lisa Alajärvi, Föreningssparbanken i Norrbotten together with Roland Harnesk and Åsa Wreder, Luleå University of Technology talked about Leadership, co-workership and sustainable health how do you achieve that? ( Ledarskap, medarbetarskap och hållbar hälsa hur gör man? ). Between the presentations Euroshoppers, consisting of four students from Luleå University of Technology, entertained the audience with their songs4. The Alumni Conference September 16, 2005 To celebrate that the division, although in somewhat different constellations over the years, had existed for 15 years in 2005 all the people who were or had been employed during these years were invited to a particular Alumni Conference, which was held September 16, A similar alumni conference was organised in the year 2000 as well. The celebrations started with a dinner in the evening September 15 and continued with presentations made by earlier members of the staff September 16, see figure 18. All of the participants enjoyed meeting, discussing and listening to each other and were very grateful to Gunvor Tuoma and Görgen Edenhagen at our division, who had the responsibility for all the practical details. 23

26 Figure 18 The Alumni Conference was opened by Ingegerd Palmér, President of our university (upper left). The division s first two PhD students at doktorandtjänst Leif Kennerfalk, now TietoEnator in Kalmar (upper middle) and Per-Olof Egnell, now Norrsken Innovation (upper right), Anna Tosteby, now Uddevalla Energi (middle left), Jonas Hansson, now University West in Trollhättan (center) and Henrik Eriksson, now Sahlgrenska University Hospital in Gothenburg (middle right). At the bottom: most of the conference participants at the Alumni Conference. All pictures by Rickard Garvare. 24

27 Figure 19 About 300 people attended our traditional conference on September 15, Among the speakers were Elisabeth Schylander, CocaCola Sweden (upper left), Seher Yilmaz, Chairman in The National Organisation for Pupils (upper right), Jan Bylund, stand-up comedian (middle left), Magdalena Forsberg (middle right), Robert Kusén, Scania Södertälje (lower left) and Pia Sandvik Wiklund and Bengt Klefsjö chairing the conference (lower right). Pictures by Rickard Garvare. Conference on Quality and Environmental Management (Konferens för kvalitets- & miljöledning) September 21, 2006 About 250 people attended our annual Quality and Environmental Management Conference ( Kvalitets- & miljöledningskonferens ) at September 21, traditionally organized by the division the third Thursday in September. This was the 17 th annual conference since the establishment of the division in The theme this year was Quality and Environmental Management - Knowledge and experiences from different parts of our society ( Kunskap och klokskap från olika delar av vårt samhälle ). Pia Sandvik Wiklund, President at Luleå University of Technology, and Bengt Klefsjö jointly chaired the conference. Hans Chrunak, Manager ( klubbdirektör ), Luleå Hockey, talked about Management and leadership in associations, business and on the ice what can we learn from each other ( Chefskap och ledarskap i föreningar, affärer och på isen vad kan vi lära av varandra? ). Håkan Moldén, CEO, and AnnaKarin Djupenström, TQM-manager, both from Stora Enso in Fors, who got the Swedish Quality Award 2005, gave a talk entitled Quality management for sustainable survival ( Verksamhetsutveckling för långsiktig överlevnad ). Jörgen Oom, con- Performance, talked about How to coordinate development needs from the co- sultant at Peak workers and the company? ( Hur skapar man samverkan mellan medarbetarnas och företagets 25

28 utvecklingsbehov? ). Siv Olofson, CEO ( verksamhetschef ), and Lena Bohlin, associate CEO ( biträdande verksamhetschef ), Universitetsservice, Umeå University, gave a talk entitled How job satisfaction created success ( Arbetsglädje banade väg för framgång ). Magnus Enell, adjunct professor at The International Environmental Institute ( Internationella Miljöinstitutet ), Lunds Universitet, and founder of Enell Sustainable Business AB, gave a talk entitled The perspective from trade and industry on learning for sustainable development. What can be done and how is that supported by university education? ( Näringslivets perspektiv på lärande för hållbar utveckling. Vad kan näringslivet göra och hur stöds det utbildningsmässigt av universiteten? ). Figure 20 About 250 people attended our traditional conference on September 21, Among the speakers were Jörgen Oom, consultant from Peak Performance (upper left), Håkan Moldén and AnnaKarin Djupenström, Stora Enso in Fors (upper right), Hans Chrunak, Luleå Hockey (middle left), Lena Bohlin and Siv Olofsson, Umeå universitetservice (middle right), Hans Mörtberg, Kablia in Övertorneå participating in the panel discussion (lower left) and a view over the audience (lower right). Photo: Göran Dellenbäck. As stand-in for a sick Gunnel Norman, Department Store Manager ( varuhuschef ) at IKEA in Haparanda/Tornio, Bengt Klefsjö gave a talk with rhyme and sense ( rim och reson ) on the theme Quality management from alpha to omega ( Kvalitetsutveckling från A till Ö ). Maud Spencer, Svalson in Öjebyn, Hans Mörtberg, Kablia in Övertorneå, Annika Högström, Läkarjouren in Gammelstad, and Mats Karlsson, Luleå Kommun, participated in a panel 26

29 discussion around the theme Quality and Environmental Management threat or possibility for minor organisations? ( Kvalitets- & miljöledning hot eller möjlighet för mindre organisationer? ) Euroshoppers, a group of singing undergraduate students from Luleå University of Technology, entertained the audience with quality songs between the different presentations. 6.2 Attendance at, and Contributions to, Conferences Peter Johansson gave a talk entitled Implementing stakeholder management A case study at a microenterprise at the 9th QMOD Conference, Liverpool, Great Britain, August 9-11, Bengt Klefsjö participated in a conference on The future of the Swedish Quality Award and gave an invited lecture on Quality Awards and International trends in Stockholm October 20, Bengt Klefsjö gave a presentation entitled TTT-plotting an efficient way to analyse reliability data at ICME 2006 (International Conference on Maintenance Engineering), Chengdu, China, October 15-18, Bengt Klefsjö participated in a conference organized by the Swedish National Agency for School Improvements (Myndigheten för skolutveckling) in Knivsta November 30, 2006 Bengt Klefsjö participated in a conference focusing on experiences from Research Station Eastern Norrbotten at Arctic Hotel Överkalix and was part of a panel discussion about the experiences obtained May 28, Bengt Klefsjö gave an invited keynote lecture entitled Total Quality Management and Six Sigma A hotchpotch with the same ingredients or quite different dishes? at the 10-ICIT in Shanghai conference, Shanghai, April 28-30, Bengt Klefsjö gave an invited keynote lecture entitled Quality Management and Business Excellence, customers and stakeholders do we agree on what we are talking about and does it matter? at the 10 th QMOD Conference in Helsingborg, June 18-20, Björn Kvarnström gave a talk entitled Developing Distribution Chain Traceability in Continuous Processes - experiments in the iron ore pe llets industry at the tenth QMOD Conference in Helsingborg, June 18-20, Karin Schön gave a talk entitled Six Sigma and Work Satisfaction Consequences at the 10th International QMOD Conference in Helsingborg, June 18-20, Karin Schön gave a talk entitked Six Sigma Success Factors in Sweden, at the 2nd International Conference on Six Sigma, June, 2006, Glasgow, Scotland. Erik Vanhatalo gave a talk entitled A Designed Experiment in a Continuous Process at the tenth QMOD Conference in Helsingborg, June 18-20, Åsa Wreder gave a talk entitled Management for sustainable workplaces - A tentative model based on experiences of successful Swedish organizations at the 9th QMOD Conference, Liverpool, Great Britain, Liverpool, August 9-11, Åsa Wreder gave a talk entitled Towards a Stakeholder Methodology, Experiences from public elder- care at tthe 10th QMOD Conference, Helsingborg, 8-20 June, Seminars Given at the Division/Group Bjarne Bergquist and Rickard Garvare organized and chaired a panel debate on the Future of the Quality Movement at Luleå University of Technology, May 10, Jacob Hallencreutz, Implement Management Partner AB, gave a talk on Management theories in practice at Luleå University of Technology, March 7, Kevin Foley, University of Technology, Sydney, gave a seminar on Meta Management at Luleå Uni- versity of Technology, May 4, Kevin Foley, University of Technology, Sydney, gave a guest lecture on The future of quality management at Luleå University of Technology, January 30, Kevin Foley, University of Technology, Sydney, gave a guest lecture entitled Behind the scenes of ISO 9000 at Luleå University of Technology, February 5,

30 6.4 Other Oral Presentations Bjarne Bergquist gave a presentation at the Kunskapsbyggardagen conference, June 7, Bjarne Bergquist and Erik Vanhatalo held a two-day course in Design of Experiments for engineers at the LKAB-EBF plant in Luleå, November 9 and 23, Görgen Edenhagen, Bengt Klefsjö and Thomas Zobel gave two days of education about quality and environmental management within a course offered by Centek to entrepreneurs June 11-12, RickardGarvare gave a talk entitled Higher education today an accord between aims and methodo- logies? ( Högre utbildning idag en samklang mellan mål och arbetssätt? ) at the Kunskapsbyggardagen conference, June 7, Rickard Garvare gave a talk entitled Quality and innovation a paradox of possibilities ( Kvalitet och innovation en paradox av möjligheter ) at the Product Development Workshop, Luleå, November 20, Anna-Karin Jonsson Kvist gave lectures on Tourist s needs and expectations and The usefulness of the Kano model for companies in peripheral areas at Hembygdsgården in Kangos, September 19-20, Anna-Karin Jonsson Kvist chaired a panel discussion themed The establishment of IKEA : A possibility for the visiting industry ( Ikea s etablering : Möjlighet för besöksnäringen? ) at Sverigefinska folkhögskolan, Haparanda, October 3, Anna-Karin Jonsson Kvist gave a talk on Insight, market study and project financing of tourism ( Insikt, marknadsundersökning och projektfinansiering av turism ) at Nordkalottens kultur- och forskningscentrum, Övertorneå, October 4, Anna-Karin Jonsson Kvist was moderator and presenter at a seminar entitled How can companies make use of their geographical location ( Hur kan företag nyttja sitt geografiska läge? ) at Folkets hus, Kalix, October 5, Anna-Karin Jonsson Kvist co-arranged a seminar themed How to reach a business deal within tourism? From idea to commersialisation ( Hur kommer man till affärsavslut inom turism? Från idé till kommersialisering ) at Folkets hus, Överkalix, October 6, Anna-Karin Jonsson Kvist gave an invited talk on Knowledge about free time, experience and tourism ( Kunskap om fritid, upplevelse och turism ) at the conference The importance free time for a region ( Fritidens betydelse för en region ), Expolaris kongresscenter, Skellefteå, October 17, Anna-Karin Jonsson Kvist participated in a seminar during the symphosium called Value creating cooperation for regional development ( Värdeskapande samverkan för regional utveckling ), Grand Arctic Hotel, Överkalix, May 28-29, Bengt Klefsjö had responsibility for a course on modern leadership for politicians and municipality staff in Jokkmokk as part of Project CIVIC during Autumn Bengt Klefsjö gave a lecture on Quality Improvements from A to Ö to people from Skogsvårdstyrelsen at Elima in Jönköping August 30, Bengt Klefsjö organized a Quality Session for managers from Socialförvaltningen in Norrbotten at Länsstyrelsen in Luleå, September 30, He also gave a lecture on quality improvements during that session. Bengt Klefsjö gave a lecture entitled Requirements on licentiate and doctoral theses ( Krav på licentiatuppsatser och doktorsavhandlingar ) within the education for Associate Professors ( docentutbildning ) organized by Luleå University of Technology at Sunderby Folkhögskola, November 3, Bengt Klefsjö gave a talk entitled Vägen till framgång följ med från A till Ö on the conference on Continuous Improvements ( Riksforum för ständiga förbättringar ) organized by C2Management at Hotel Rival in Stockholm, November 15, Bengt Klefsjö gave a lecture entitled Quality Improvements from A to Ö to people from Tekniska förvaltningen at Luleå Municipality, October 11, Bengt Klefsjö gave a lecture on Quality Improvements from A to Ö to people involved in tourism in Boden organized by Boden Tourism, March 7, Bengt Klefsjö gave a lecture on Quality Improvements in university level to managers and staff at Högskolan i Gävle, March 30,

31 Bengt Klefsjö has given a presentation entitled Rhetoric and presentation methodology some thoughts based on 40 years experience as a teacher ( Retorik och presentationsteknik reflektioner efter 40 år som lärare ) for different groups of students and members of the staff at the university at Luleå University of Technology January 18, 2007, and January 20, Bengt Klefsjö gave a talk on Quality from A to Ö for people from the branch organisation for tourism Norrbotten-Lappland at Haparanda Stadshotell, May 17, 2006 Bengt Klefsjö gave lectures within an International Executive Master Business Administration programme for Russian managers organised by Stockholm School of Business ( Handelshögskolan i Stockholm ) at Stockholm School of Business, May 12-13, Bengt Klefsjö gave a talk on The importance of quality focus within tourism at RTP-dagen at Luleå University of Technology, January 19, Bengt Klefsjö was responsible for A Quality Day at Luleå University of Technology for managers working in the Northern Region of Folksam Insurance Company and gave also a talk entitled Quality from A to Ö August 17, Bengt Klefsjö gave a talk entitled Quality from A to Ö at Luleå University of Technology for quality managers at Banverket s Northern Region August 23, Bengt Klefsjö organized and lead (together with Mats Westerberg and Lena Rantakyrö at Luleå University of Technology) a course on Leadership and Management for external managers from the region during Autumn Bengt Klefsjö participated as teacher at a course offered by the division to managers at LKAB in Malmberget May 24-25, Bengt Klefsjö gave lectures within an International Executive Master Business Administration programme for Russian managers organised by Stockholm School of Business ( Handelshögskolan i Stockholm ) at Stockholm School of Business, May 2-3, Bengt Klefsjö gave a talk entitled TQM for societal development at the CIVIC Conference in Jokkmokk September 26, Bengt Klefsjö gave a talk entitled Quality Improvements from A till Ö for managers working at Socialförvaltningen Norra Regionen at Arctic Hotel in Luleå, September 28, Bengt Klefsjö gave a lecture entitled Requirements on licentiate and doctoral theses ( Krav på licentiatuppsatser och doktorsavhandlingar ) within the education for Associate Professors ( docentutbildning ) organized by Luleå University of Technology at Wibergsgården, November 22, Bengt Klefsjö has given a presentation entitled Rhetoric and presentation methodology some thoughts based on 40 years experience as a teacher ( Retorik och presentationsteknik reflektioner efter 40 år som lärare ) for different groups of students and members of the staff at the university at Luleå University of Technology January 18, 2007, and March 30, Ben gt Klefsjö gave talk entitled Quality Improvements from A to Ö at University West ( Högskolan Väst ) April 16, Bengt Klefsjö gave talk entitled Quality Improvements from A to Ö at Borås University College May 31, Bengt Klefsjö gave talk entitled Quality and quality management within a university at Borås University College August 22, Bengt Klefsjö gave a talk entitled Quality from A to Ö ( Kvalitet från A till Ö ) at Kvalitetsmässan in Gothenburg, November 22, Bengt Klefsjö participated as a teacher within a course for associate professors ( docenter ) with focus on supervision at Luleå Univerity of Technology, December 7 and December 21, Björn Kvarnström and Erik Vanhatalo gave a presentation of their research projects at a meeting for the R&D unit of LKAB Malmberget, November 24, Åsa Wreder gave a talk entitled How to create sustainable health Experiences taken from Swedish organizations at the seminar Arena lifestyle, health and technology an arena against traditions December 6, 2006, Luleå. 29

32 7 Reports and Published Papers 7.1 International Journals or Books Bergquist, B., Fredriksson, M. & Svensson, M. (2005). TQM Terrific Quality Marvel or Tragic Quality Malpractice, The TQM Magazine, 17 (4), Bergquist, B & Albing, M. (2006). Statistical Methods - Does Anyone Really Use Them?, Total Quality Management & Business Excellence. 17 (8), Bergquist, B, Lovén E. & Olsson, T. (2006). The One-Hour Design of Experiments Course, Quality Management Journal, 13 (1), Bergquist, B., Garvare. R. & Klefsjö, B. (2007). Quality Management for tomorrow. Invited chapter in Quality Management and Organizational Excellence: oxymorons, empty boxes or significant contributions to management thought and practice? (K. Foley, D. Hensler, & J. Jonker, red.), Consensus Books, Sydney, Bäckström, I, Ingelsson, P. & Wiklund, H. (2007). Learning from Chaos - A necessity for adapting Quality Management to the future?, Proceedings of the 10th International Conference on Quality Management for Organisational and Regional Development. Eriksson, H. & Garvare, R. (2005). Organisational performance improvement through quality award process participation. International Journal of Quality and Reliability Management, 22 (9), Fredriksson, M. (2005). A cooperation model for the third sector based on Total Quality Management. Total Quality Management & Business Excellence, 16(6), Fredriksson, M. (2005). Opinions by local politicians on community development projects: two Swedish studies. International Journal of Management Practice, 1(44), Ga rvare, R. & Isaksson, R. (2005). Organisational Sustainability Management through Minimised Business Excellence Models. Total Quality Management & Excellence, 33 (3), Garvare, R., Hallencreutz, J. & Isaksson, R. (2007). Business Excellence Models: purpose, intended recipients and deployment reviewing the fundamentals. Chapter in Quality Management and Organizational Excellence: Oxymorons, Empty Boxes or Significant Contributions to Management Thought and Practice? (Ed. K.J. Foley, D.A. Hensler and J. Jonker), SAI Global, Sydney. He nsler, D. & Klefsjö, B. (2005). Why is it so difficult to succeed with quality improvements?. Measuring Business Excellence, 8:3, Harnesk, R., Schön, K. & Bäckström, I. (2005). How Successful Swedish Organizations Achieve Sustainable Health. International Journal of Management Practice, 1 (3), Holmgren, M. (2005). Maintenance-related losses at the Swedish Rail. Journal of Quality in Maintenance Engineering, 11(1), Isaksson, R. (2006). Total quality management for sustainable development: Process based system models. Business Process Management Journal. 12(5), Jonsson Kvist, A.-K. & Klefsjö, B. (2006). Which service quality dimensions are important in inbound tourism? A case study in a pheripheral location. Managing Service Quality, 16(5) Klefsjö, B., Bergquist, B. & Edgeman, R. (2006). Six Sigma and Total Quality Management: Different Day, Same Soup?, International Journal of Six Sigma and Competitive Advantage, 2 (2), Lilja, J. & Wiklund, H. (2006). Sustained quality management: how to recieve the Swedish quality award twice, The TQM Magazine, 18(1), Lilja, J. & Wiklund, H. (2006). Getting emotional about quality: questioning and elaborating the satisfaction concept. The Asian Journal on Quality, 6(3), Lilja, J. & Wiklund, H. (2006). Obstacles to the Creation to Attractive Quality, TQM Magazine, 18 (1), Ljungström, M. (2005). Sustainable continuous improvements and work development: important factors for theory and practice. International Journal of Management Practice, 1(4), Ljungström, M. (2005). A model for starting up and implementing continuous improvements and work development in practice. The TQM Magazine, 17(5),

33 Palmberg, K. & Garvare, R. (2006). Sustained Quality Management How to receive the Swedish Quality Award Twice. International Journal of Quality and Reliability Management, 23 (1), Schylander, E. & Martinuzzi, A. (2007) ISO Experiences, effects and future challenges - a national study in Austria. Business strategy and the environment, 16(2), Schön, K. (2006). Ways of implementing Six Sigma in a non-american culture. International Journal of Six Sigma and Competitive Advantage, 2(4), Svensson, M. & Klefsjö, B. (2006). TQM-based self-assessment in the education sector: experiences from a Swedish upper secondary school project. Quality Assurance in Educationm, 14(4), Söderholm, P., Holmgren, M. & Klefsjö, B. (2007). A process view of maintenance and its stakeholders. Journal of Quality in Maintenance Engineering, 13:1, Vanhatalo, E. & Bergquist, B. (2007) Special considerations when planning experiments in a continuous process, Quality Engineering, 19(3), Wreder, Å. (2007). Successful Management Methodologies for Achieving Co-worker Health in a Large Organization. Total Quality Management & Business Excellence, 18(7), Wreder, Å. & Klefsjö, B. (2007). How to create a successful workplace: the co-workers opinion of Sweden s best workplace. International Journal of Management Practice, 2:4, Zobel, T. (2006). The pros and cons of joint EMS and group certification: a Swedish case study. Corporate Social Responsibility and Environmental Management, 14(3), Zobel, T & Burman, J-O. (2006). Characterization of the environmental policy implementation in an EMS context: a multiple case study in Sweden. Journal of Cleaner Production, 16(1), International Conference Proceedings Bergquist, B., Garvare, R. & Klefsjö, B. (2006). Quality Management for Tomorrow. Working Papers of the Fifth meeting of the Multinational Alliance for the Advancement of Organisational Excellence, Sydney, January 22-25, Bergquist, B., Foley, K., Garvare, R. & Johansson, P. (2007). Third Generation Quality Management. MAAOE VI: New Perspectives on the Theories and Practices of Organizational Excellence, Versailles, June Bäckström, I., Larsson, J. & Wiklund, H. (2005). Management methodologies for sustainable health The Eighth QMOD Conference, Palermo, June 29 - July 1, Garvare, R. & Isaksson, R. (2005). Organisational Sustainability Management through Minimised Business Excellence Models. Total Quality Management - Advanced and Intelligent Approaches, Belgrad, May 30 - June 2, Garvare, R., Hallencreutz, J. & Isaksson, R. (2006). Business Excellence Models: purpose, intended recipients and deployment reviewing the fundamentals. Working Papers of the Fifth meeting of the Multinational Alliance for the Advancement of Organisational Excellence, Sydney, January 22-25, Hansson, J., Garvare, R. & Klefsjö, B. (2006). Stakeholder oriented integration of management systems. Proceedings of the 11th International Conference on ISO 9000 & TQM, Hong Kong, April Johansson, P. & Schylander, E. (2005). Environmental Performance impact of Environmental Management Systems. Proceedings from the Eleventh Annual International Sustainability Development Research Conference, Helsingfors, June 6-8. Klefsjö B. & Bergquist, B. (2005).Total Quality Management and Six Sigma - A hotchpotch with the same ingredients or quite different dishes?, 10-ICIT in Shanghai, Shanghai, March Klefsjö, B. & Söderholm, P. (2006). TTT-plotting an efficient way to analyse reliability data. Proceedings of the First International Conference on Maintenance Engineering, Chengdu, October Kv arnström, B. (2007). Developing Distribution Chain Traceability in Continuous Processes - experiments in the iron ore pellets industry. Proceedings from the tenth QMOD Conference, Helsingborg, June 18-20, Hanson, J., Garvare, R. & Klefsjö, B. (2006). Stakeholder Oriented Integration of Management Systems. Proceedings from 11-ICIT, Hongkong, April

34 Isaksson, R., Hansson, J. & Garvare, R. (2006). National Process of Quality Management Education the Swedish example. Proceedings of the 9th International Conference on Quality Management and Organisational Development (QMOD 2006), Liverpool, August Isaksson, R., Hallencreutz, J. & Garvare, R. (2007). Process Management and System Thinking for Sustainable Development. MAAOE VI: New Perspectives on the Theories and Practices of Organizational Excellence, Versailles, June Johansson, P. (2006). Implementing stakeholder management A case study at a micro-enterprise. Proceedings of the 9th QMOD Conference, Liverpool, August 9-11, Johansson, P. & Garvare, R. (2006) Corporate and global sustainability - exploring the identification of stakeholders. Proceedings from QMOD Liverpool, 9-11 August. Klefsjö, B. & Söderholm, P. (2006). TTT-plotting an efficient way to analyse reliability data. Proceedings ICME 2006 (International Conference on Maintenance Engineering), Chengdu, China, October 15-18, Klefsjö, B., Bergquist, B. & Garvare, R. (2007). TQM and Business Excellence, customers and stakeholders do we agree on what we are talking about, and does it matter? Proceedings of the Tenth QMOD Conference 2007 June 18-20, 2007, at Lund University, Campus Helsingborg, Helsingborg. Kvarnström, B. (2007). Developing Distribution Chain Traceability in Continuous Processes - experiments in the iron ore pellets industry. Proceedings from the tenth QMOD Conference, Helsingborg, June 18-20, Lagrosen, Y. & Bäckström, I. (2005). Values of TQM and employee health: an examination and comparison of two manufacturing departments. The Eighth QMOD Conference, Palermo, June 29 - July 1, Larsson, J., Vinberg, S. & Wiklund, H. (2005). Leadership Values for Quality and Health - How does McGregor's X and Y Theory Influences Methodologies and Outcomes? The Eighth QMOD Conference, Palermo, June 29 - July 1, Lilja, J. & Wiklund, H. (2005). Getting emotional about quality: questioning and elaborating the satisfaction concept. The Eighth QMOD Conference, Palermo, June 29 - July 1, Lilja, J. & Wiklund, H. (2005). Quality practice and external customer value: critical reflections on the ideal linkage, The Eighth QMOD Conference, Palermo, June 29 - July 1, Palmberg, K. (2005). Experiences of Implementing Process Management. Organizational Studies with a Focus on Management Issues, The Eighth QMOD Conference, Palermo, June 29 - July 1, Schön, K. (2006). Six Sigma Success Factors in Sweden, 2nd International Conference on Six Sigma, Integrating Six Sigma and Lean Strategies for Achieving and Sustaining Competitive Advantage, Glasgow, June 4-7, Schön, K. (2007). Six Sigma and Work Satisfaction Consequences. Proceeding of the 10th International QMOD Conference, Our Dreams of Excellence - Learning from the Past and Architecturing the Future, June 18-20, 2007, Helsingborg, Sweden. Svensson, M. & Wiklund, H. (2007). The Usage of the Customer Concept in the Service Sector A discussion with base in educational organisations, Proceedings of the 10th International Conference on Quality Management for Organisational and Regional Development.Development. Vanhatalo, E., Vännman, K. & Hyllander, G. (2007). A Designed Experiment in a Continuous Process. Proceedings from the tenth QMOD Conference, Helsingborg, June 18-20, Wreder, Å. (2005). Successful management methodologies for achieving co-worker health in large orgnaisations. The First International Conference of Lifestyle, Health and Technology, Luleå, June 1-3, CD-rom. Wreder, Å. (2006). Management for sustainable workplaces - A tentative model based on experiences taken from Swedish organizations. Proceedings from QMOD Liverpool, 9-11 August. Wreder, Å., Johansson, P. & Garvare, R. (2007). Towards a Stakeholder Methodology Experiences from public eldercare. The 10th QMOD conference: Our Dreams of Excellence - Learning from the Past and Architecturing the Future, Helsingborg, June

35 7.3 Master and Bachelor Theses The 2006 Olle Jonsson prize for the best Master s Thesis within the area of quality in Sweden was awarded to Elin Renberg for her thesis entitled: Development of work with con- improvement A case study at Akzo Nobel Surface Chemistry, Production Surfac- tinuous tants, Stenugnsund. Supervisor at the division was Erik Vanhatalo Master theses Johansson, U. (2005). Utveckling av kvalitets- och miljösäkring för byggprojekt hos Fortifikationsverket. 2005:08. Supervisor: Thomas Olsson. Lundberg, K. & Modin, K. (2005). Metoder för utformning av informationssystem, samt rekommendationer till processtyrningssystem. 2005:036 CIV. Supervisor: Åsa Wreder. Holmbom, T. & Makkonen, J. (2005). Kvalitetsarbete vid kontinuerligt enstycksflöde hos Ferruform. 2005:047 CIV. Supervisor: Magnus Svensson. Götesson, E. (2005). Identifiering av påverkande faktorer vid statorlindning: en studie utförd med hjälp av statistisk försöksplanering vid ITT Flygt. 2005:052 CIV. Supervisor: Bjarne Bergquist. Olsson, R. & Sjunnesson, M. (2005). Statistisk processtyrning vid korta serier: pilotprojekt vid Volvo Wheel Loaders. 2005:065 CIV. Supervisor: Erik Lovén. Nosko, M. (2005). Utredning av momentavvikelser vid Scania, Södertälje: en tillämpning av Sex Sigma-metodologin DMAIC. 2005:066 CIV. Supervisor: Bjarne Bergquist. Sundström, T. & Wurschmidt-Wang, M. (2005). Tjänstekvalitet: en fallstudie av Palltjänsten Pallett plus på Poståkeriet Sverige AB. 2005:068 CIV. Supervisor: Magnus Svensson. Norgren, S. (2005). Ständiga förbättringar: utvärdering av rutin för avvikelsehantering och genomförande av förbättringsprojekt med tillämpning av statistisk processtyrning. 2005:071 CIV. Supervisor: Peter Ståhlman. Baas, S. & Tjernlund, H. (2005). Utvärdering av ett kvalitetsledningssystem som fokuserar på säkerhet: ett fall från kärnkraftsindustrin. 2005:075 CIV. Supervisor: Erik Vanhatalo. Lauri, H. (2005). Kvalitetsbristkostnader hos Arctic Solar AB: kartläggning av icke värdeskapande kostnader i förädlingsprocessen av solceller. 2005:083 CIV. Supervisor: Peter Ståhlman. Kvarnström, B. (2005). Från avfall till lönsam produkt: egenkontroll och produktmärkning av järnsand vid New Boliden Rönnskärsverken. 2005:087 CIV. Supervisor: Erik Lovén. Ho lgerson, E. & Winsa, S. (2005). Tillämpning av Sex Sigma metodiken DMAIC: en fallstudie på ABB Power Technologies. 2005:091 CIV. Supervisor: Erik Vanhatalo. Eksedler, M. (2005). Kvalitetssäkring av kallbearbetande tillverkningsprocess: en fallstudie utförd hos Autoliv Sverige AB. 2005:092 CIV. Supervisor: Peter Ståhlman. Andersson, A. & Johansson, M. (2005) Undersökningsmetoder för ökad validitet och reliabilitet till låga kostnader: en studie i samarbete med Nolia AB. 2005:112 CIV. Supervisor: Roland Harnesk. Pettersson, Å. (2005). DMAIC-cykel för justering av parkeringsbroms på Volvo XC :120 CIV. Supervisor: Åsa Wreder. Björkhem, M. (2005). Processledning: en behovsanalys och jämförelse med best practice. 2005:131 CIV. Supervisor: Roland Harnesk. Sandström, H. & Kuru, M. (2005). Förbättring av styrning och kontroll av viskositet vid framställning av dissolvingmassa vid Domsjö Fabriker AB. 2005:140 CIV. Supervisor: Erik Vanhatalo. Bergström, C. & Foghammar, E. (2005). Effektivt förbättringsarbete med hjälp av System C2: ett Sex Sigma projekt inom tjänsteproduktion. 2005:158 CIV. Supervisor: Roland Harnesk. Berntzén, M. & Åkerdahl, T. (2005). Identifiering av kast- och variationspåverkande faktorer vid axelsvarvning: en studie utförd med hjälp av statistisk försöksplanering vid ITT Flygt AB. 2005:170 CIV. Supervisor: Erik Vanhatalo. Axheim, H. & Johansson, L. (2005). Minimering av oplanerade stopp: en fallstudie på Billerud Karlsborg. 2005:210 CIV. Supervisor: Magnus Svensson. Thurn, J. (2005). Kvalitetssäkring av skruvförband: ett DMAIC-projekt utfört vid Autoliv Sverige AB. 2005:224 CIV. Supervisor Erik Vanhatalo. Öhrvall, S. (2005). Processkartläggning inför certifiering enligt ISO/TS 16949: en studie genomförd vid Gestamp HardTech AB. 2005:266 CIV. Supervisor Erik Vanhatalo. 33

36 Lundström, J. (2005). Minimering av pappersförluster vid produktionsomställningar: ett Sex Sigma projekt vid SCA Packaging Obbola AB. 2005:292 CIV. Supervisor Erik Vanhatalo. Ojanlatva, H. (2005). Kartläggning av kvalitetsbristkostnader vid Produktion Förädla, LKAB Kiruna. 2005:311 CIV. Supervisor Erik Vanhatalo. Eurenius, J. (2006). Eftermarknadsstrategier för originaltillverkare: en fallstudie på Metso Paper Service. 2006:005 CIV. Supervisor Erik Vanhatalo. Renberg, E. (2006). Utveckling av arbete med ständiga förbättringar: en fallstudie vid Akzo Nobel Surface Chemistry, Production Surfactants i Stenungsund. 2006:060 CIV. Supervisor Erik Vanhatalo. Levander, E. & Mårtensson, G.M. (2006). Kvalitetsaspekter - ett sätt att konkretisera och värdera förbättringsområden: en fallstudie vid Vattenfall AB Vattenkraft. 2006:183. Supervisor: Bjarne Bergquist. Johansson, C. (2006). Evaluation of package appearance and test methods: a case study at Tetra Pak Research and Development AB. 2006:088 CIV. Supervisor Erik Vanhatalo Nyrén, G. (2007). A Six Sigma project at Ericsson Network Technologies, 07:2007. Supervisor: Bjarne Bergquist. Ellström, J. & Sellgren, E. (2007). Implementering av statistisk processtyrning på en serviceavdelning, 2007:090. Supervisor: Bjarne Bergquist. Franz, A. & Bengtsson, M. (2007). Förseningar i utvecklingsprocessen.- Ett DMAIC-projekt på Saab Bofors Dynamics i Karlskoga, 2007: 207. Supervisor: Bjarne Bergquist. Nyrén, G. (2007). A Six Sigma project at Ericsson Network Technologies, 07:2004. Supervisor: Bjarne Bergquist Bachelor theses Säfström, M. (2005). Erfarenheter av projektet Grön Flagg: skolornas miljöledningssystem. 2005:01 HIP. Supervisor: Thomas Olsson. Byrsten, S. Sandberg, A. (2005). Metaller och fisk i Persöfjärden: en undersökning av metallhalter i fisk och ytvatten. 2005:03 HIP. Supervisor: Peter Erixon. Lundin, A. & Lundin, M. (2005). Arbetsmiljökartläggning vid VA-avdelningen på Tekniska förvaltningen i Luleå kommun: avseende ledningssystemet för Miljö, Arbetsmiljö och Jämställdhet (MAJ). 2005:04 HIP. Supervisor: Roland Harnesk. Lantto, Y. & Olofsson, M. (2005). Kartläggning av tjänsteresor och persontransporter vid Luleå tekniska universitet: med förslag till förbättringar ur miljösynpunkt. 2005:05 HIP. Supervisor: Jennie Persson. Knutar, L. & Wikström, H. (2005). Studenters miljömedvetenhet: undersökning av LTU:s studenters agerande i miljöfrågor samt på vilket sätt studenter kan bidra i universitetets miljöledningsarbete. 2005:06 HIP. Supervisor: Jennie Persson. Ka ngas, M. & Stridsman, L. (2005). Kartläggning av markföroreningar på forna Lv7-området i Luleå. 2005:07 HIP. Supervisor: Thomas Olsson. Alainentalo, A. L Ryytty, M. (2005). Hantering av lagar och andra krav för Vägverket Region Norr. 2005:09 HIP. Supervisor: Thomas Olsson. Eriksson, A. & Leander, E. (2005) Ekonomiska aspekter av Skanskas miljöledningssystem. 2005:11 HIP. Supervisor: Magnus Svensson. Andersson, N-E (2005). Ständiga förbättringar och andra resultat av att arbeta med miljöledningssystem enligt ISO :12 HIP. Supervisor: Helena Instedt. Johansson, A. (2005). Logistik- och kvalitetsarbete vid LKAB, lager UNIO. 2005:116 HIP. Roland Harnesk. Suup, M. & Wallin, Å. (2005). Användning av naturgrus: mängder, nyckeltal och funktionskrav för idag oundgängliga användningsområden. 2005:17 HIP. Supervisor: Sven Knutsson. Lehner, T. (2005). Hantering av uttjänta TV-apparater: en bedömning av förbehandling och arbetsmiljö. 2005:18 HIP. Supervisor: Erik Lovén. Nilsson, M. (2005). Källfördelningsanalys på delavrinningsnivå i Östergötland. 2005:26 HIP. Supervisor: Thomas Olsson. 34

37 Widgren, A-H (2005). Förväntningar och resultat av interna revisioner: en studie av interna revisioner vid SSAB Tunnplåt i Luleå. 2005:08. Supervisor: Helena Instedt. Johansson, I. & Kortelainen, K. (2005). Integrering av arbetsmiljöledningssystem i befintligt ledningssystem. 2005:09.Supervisor: Helena Instedt Other Published Documents Klefsjö, B. (2006). Terminologin sätter käppar i hjulen. Kvalitetsmagsinet, 2006:6, 6. Klefsjö, B. (2007). Feedback om Pajala Market ( Återkoppling på Pajala marknad ). Divergence newsletter from Munkeby Systems. Could be found on sd_page/206/1/index.php? Bengt Klefsjö has together with Bo Bergman, Bo Edvardsson and Håkan Wiklund contributed to a discussion about quality improvement work at university by wring three different debate articles in the Swedish magazine Universitetsläraren (no 2/2007, 6/2007, 7/2007) Wreder, Å & Klefsjö, B. En skön förening frisk personal skapar lönsamhet. Kvalitetsmagasinet, 2006, 1, Other Activities Anna-Karin Jonsson Kvist co-organized FÖN On Tour Turism, Haparanda, Övertorneå, Kalix and Överkalix, October 3-7, Anna-Karin Jonsson Kvist has been active in the group called TUFF, i.e. tourism, experience, leisure research (turism, upplevelse, fritidsforskning). Bjarne Bergquist gave a presentation at the 2005 Kunskapsbyggardagen conference. Bjarne Bergquist has been a referee for Scandinavian Journal of Metallurgy, Steel Research International and International Journal of Reliability, Quality and Safety Engineering. Bjarne Bergquist, Rickard Garvare, Erik Lovén and Thomas Olsson have during 2005 participated in Kunskapsbyggarkursen. Bjarne Bergquist, Erik Lovén and Karin Schön, gave a course on Six Sigma for attendees from Scania Ferruform. Bjarne Bergquist and Erik Vanhatalo gave courses in Design of Experiments to attendees from LKAB. Bjarne Bergquist, Erik Vanhatalo and Björn Kvarnström attended a workshop organized by PROMOTE at Nordkalotten in Luleå, May 16, The workshop was focused on R&D in Swedish process industry. Rickard Garvare gave a presentation at the 2006 Kunskapsbyggardagen conference. Rickard Garvare has been responsible for the project Establishment of research in environment and quality management (Etablering av forskning i miljö- och kvalitetsmanagement) which ended in February Rickard Garvare has been a referee for Management Decision and International Journal of Production Economics. Rickard Garvare was awarded the Royal Skyttean Society price 2007 to a younger well-merited scientist at the engineering faculty at Luleå University of Technology (Kunliga Skytteanska Samfundets pris 2007 till yngre välförtjänta forskare vid vid teknikvetenskapliga fakulteten, Luleå tekniska universitet. Rickard Garvare and Bengt Klefsjö have reviewed books in The Quality Magazine (Kvalitetsmagasinet). Bengt Klefsjö is also responsible for the review section in that magazine. Rickard Garvare and Erik Lovén performed during the period a survey of student experiences at the Arenas at Luleå University of Technology. Results of the project are documented in the report Vad tycker arenastudenterna resultat av en enkätundersökning (in Swedish). Rickard Garvare, Erik Lovén and Thomas Olsson have performed an evaluation of the Research Schools connected to the Arenas established at Luleå University of Technology. The evaluation is documented in the report Evaluation of the Research Schools connected to the Arenas analysis 35

38 and suggestions for improvements (Utvärdering av arenors forskarskolor analys och förslag till åtgärder). Roland Harnesk has been member of the Graduate School of Learning (Arena Lärandes Forskarskola) at Luleå University of Technology. Anna-Karin Jonson Kvist and Åsa Wreder have been engaged in the organization of Ph.D students (doktorandsektionen) at Luleå University of Technology. Bengt Klefsjö is a member of the Editorial Board for the following international scientific journals: International Journal on Quality, Reliability and Safety Engineering, IAPQR Transactions, Inter- University, March national Journal of Reliability and Applications, International Journal of Management Practice, The TQM Magazine, Measuring Business Excellence, International Journal of Management Concepts and Practice, and the International Journal of Six Sigma and Competitive Advantage. Bengt Klefsjö was member of the examination committee ( betygsnämnd ) of the doctoral thesis ISO 9000: business as usual or radical change? Experiences from Swedish organisations written by Bozena Poksinska, Division of Quality Technology & Management, Linköping 3, Bengt Klefsjö participated as representative of the judge committee of the Swedish Quality Award at Umeå University when Umeå Universitetsservice received Erkännande för framgångsrik verksamhetsutveckling, March 10, Bengt Klefsjö was member of the examination committee ( betygsnämnd ) of the doctoral thesis Detecting, Identifying and Managing Sources of Variation in Production and Product Development written by Alexander Chakhunashvili, Chalmers, Gothenburg, March 17, Bengt Klefsjö was member of the examination committee ( betygsnämnd ) of the doctoral thesis The leader of the pack a service perspective on packaging and customer satisfaction written by Martin Löfgren, Centre for Service Quality, Karlstad University, December 15, Bengt Klefsjö was member of the examination committee ( betygsnämnd ) of the doctoral thesis Acting creatively for enhanced performance by Mandar Dabhilkar, the Royal Institute of Technology, Stockholm, December 19, Bengt Klefsjö was member of the examination committee ( betygsnämnd ) of the doctoral thesis Performance measurement systems in Swedish health care services by Beata Kolberg, Division of Quality Technology & Management, Linköping University, May 11, Bengt Klefsjö participated in a panel debate led by Bjarne Bergquist and Rickard Garvare on the Future of the Quality Movement together with Professor Rick Edgeman, USA, and professor Kevin Foley, Australia, at Luleå, University of Technology May 10, Bengt Klefsjö was member of the Technical Committee of ICME 2006 (International Conference on Maintenance Engineering), Chengdu, China, October 15-18, Bengt Klefsjö chaired a session at at ICME 2006 (International Conference on Maintenance Engineering), Chengdu, China, October 15-18, Bengt Klefsjö received an award from NOAK ( Norrbottensakademien ) for his research for small and medium sized enterprises November 23, Bengt Klefsjö was member of the technical committee of the Eleventh International Conference on ISO 900 and TQM at the Hang Seng School of Commerce, Hong Kong, China, April, 10-12, Bengt Klefsjö participated as expert in a discussion at The Swedish National Audit Office ( Riksrevisionen ) related to quality in education, February 9, Bengt Klefsjö was member of the technical committee of the Twelfth International Conference on ISO 900 and TQM at the National Chin-Yi University of Technology (NCUT), Taiwan, April, 9-11, Bengt Klefsjö is a member of the Editorial Board for the following eight international scientific journals: International Journal on Quality, Reliability and Safety Engineering, IAPQR Transactions, International Journal of Reliability and Applications, International Journal of Management Practice, The TQM Magazine, Measuring Business Excellence, International Journal of Management Concepts and Practice, and the International Journal of Six Sigma and Competitive Advantage. Bengt Klefsjö is a member of the Editorial Board of Kvalitetsmagasinet, the only Swedish magazine on quality. Bengt Klefsjö is a member of the Scientific Council ( Vetenskapliga rådet ) at SIQ, The Swedish Institute for Quality. 36

39 Bengt Klefsjö was a member of the judge committee of the Swedish Quality Award in 2005 and 2006 and all the time since the start of the award in Bengt Klefsjö has regularly reviewed books in the only Swedish magazine for quality The Quality Magazine ( Kvalitetsmagasinet ). He is also responsible for the review section in that magazine. Bengt Klefsjö has regularly reviewed books in the magazine Quality Progress published by ASQ. Bengt Klefsjö has during the period been a reviewer of scientific articles in a number of scientific magazines, as The TQM Magazine, International Journal of Six Sigma and Competitive Advantage, International Journal of Quality & Reliability Management and Managing Service Quality. Bengt Klefsjö has been member of the project group working with the establishment of a Centre for Tourism and Experience Production ( Centrum för Turism och Upplevelseproduktion ) at Luleå University of Technology during 2006 and The fourth edition of the Swedish version of the book Quality from customer needs to customer satisfaction ( Kvalitet från behov till användning ) with Bo Bergman and Bengt Klefsjö as authors was published in March Bengt Klefsjö has been working as expert ( sakkunnig ) twice related to appointments as Associate Professor ( docent ) at Linköping University. Bengt Klefsjö has been working as expert ( sakkunnig ) twice related to appointments as Professor at NTNU in Trondheim, Norway. Bengt Klefsjö has been a referee for The TQM Magazine and International Journal of Six Sigma and Competitive Advantage. Bengt Klefsjö is a member of the Editorial Board of Kvalitetsmagasinet, the only Swedish magazine on quality. Bengt Klefsjö is a member of the Scientific Council (Vetenskapliga rådet) at SIQ, The Swedish Institute for Quality. Bengt Klefsjö was a member of the judge committee of the Swedish Quality Award in both 2005 and Bengt Klefsjö has reviewed books in the magazine Quality Progress published by ASQ. Bengt Klefsjö, Magnus Svensson and Erik Vanhatalo have been involved in the CIVIC-project (Cultural and Industrial Values in Change) in Jokkmokk, aiming at societal development based on TQM. The activities have consisted of differenmt presentations and meetings, as well as visits in Mansfield in UK, which also is part of the project. Bengt Klefsjö was member of the committee ( betygsnämnd ) for the thesis On stage acting for development of business and ergonomics in woodworking SMEs by Johan Karltun at Linköping University, October 5, Bengt Klefsjö was member of the examination committee ( betygsnämnd ) for the thesis Six Sigma management by Peter Croenemyr at Chalmers Univerity of Technology, December 13, Bengt Klefsjö was member of the examination committee ( betygsnämnd ) for the thesis Environmental management systems a way towards sustainable development in univeristies by Kaisu Sammalisto at Lund University, December 17, Bengt Klefsjö was member of the committee ( sakkunnig ) for a position as professor in Quality Technoligy & Management at the Norwegian University of Science and Technology (NTNU) in Trondheim, Norway. Bengt Klefsjö was member of the committee ( sakkunnig ) for a position as professor in Business Administration at Campus Helsingborg, Lund University. Bengt Klefsjö was opponent at a doctoral thesis entitled On condition based maintenance and its implication in industrial settings written by Marcus Bengtsson at Mälardalen University, Eskilstuna, November 9, Bengt Klefsjö participated in a panel discussion on female leadership organized by Ruter Dam and held at Luleå University of Technology, November 20, Björn Kvarnström participated as an examiner in an examination team in the Swedish Quality Award Erik Lovén was awarded the 2006 Adelie prize (Geosektionens Adeliepris) by the student body for excellence in teaching. 37

40 Magnus Svensson has been contact person at the Department of Business Administration and Social Sciences (IES) for commissioned education. Erik Vanhatalo was awarded the 2005 Adelie prize (Geosektionens Adeliepris) by the student body for excellence in teaching. Erik Vanhatalo, Kerstin Vännman and Gunilla Hyllander and their paper A Designed Experiment in a Continuous Process was awarded Best Ph.D Paper Award at the tenth QMOD Conference in Helsingborg, June 18-20, Erik Vanhatalo and Thomas Olsson arranged the Kunskapsbyggardagen conference in Åsa Wreder chaired an open seminar at Arena lifestyle, health and technology an arena against traditions (anordnades som avslutning för forskarskolan) 6 December in Luleå. Åsa Wreder gave a talk on How to create sustainable health Experiences taken from Swedish organizations, 6 December in Luleå. Åsa Wreder was chairman ( Programledare ) of an open seminar on the theme Arena lifestyle, health and technology an arena against traditions December 6, 2006 in Luleå. 9 Theses Published at the Division/Group 9. 1 Licentiate theses Grönlund, U. (1992). Quality Variations in the Chain Log-Board-Blank Caused by Biological Properties and Subjective Grading Procedures. Licentiate thesis, 1992:20L, ISSN Kumar, D. (1993). Reliability Analysis Considering Operating Conditions in a Mine. Licentiate thesis, 1993:17L, ISSN (The thesis is published jointly with the Division of Mining Equipment Engineering). We stberg, U. (1994) Applications of the PEXE-concept for Maintenance Policies and Proportional Hazards Models. Licentiate thesis, 1994:27L, ISSN Egnell, P-O. (1994). Processledning - en arbetsmodell samt erfarenheter från svenska organisationer. Licentiate thesis, 1994:42L, ISSN Kennerfalk, L. (1995). Changes in organizational structure related to the implementation of a Total Quality Management strategy. Licentiate thesis, 1995:39L, ISSN Deleryd, M. (1996). Process Capability Studies in Theory and Practice. 1996:06L, Licentiate thesis, ISSN Lundquist, R. (1997). Quality in Higher Education - Approaches to its Management and Improvement. Licentiate thesis, 1997:46, ISSN Hellsten, U. (1997). The Springboard - A TQM-Based Tool for Self-Assessment. Licentiate thesis, 1997:47, ISSN Garvare, R. (1998). Processförbättring vid tillverkning av konstuktionskeramer. Licentiate thesis, 1998:11, ISSN Lindmark, C. (1999). Beliefs about Motivation and Work with Quality, Environment and Working Environment in Small Organizations. Licentiate thesis 1999:09. ISSN Backlund, F. (1999). Reliability-Centred Maintenance. Licentiate thesis 1999:36. ISSN Lo vén, E. (1999). Kvalitetssäkring av stora järnvägsprojekt. En modell baserad på erfarenheter från järnvägsplanering. Licentiate thesis 1999:48, ISSN Lycke, L. (2000). Implementing Total Productive Maintenance Driving forces and obstacles. Licentiate thesis 2000:15., ISSN Ljungström, M. (2000). Obstacles towards a Work-Development-Oriented TQM-Strategy. Licentiate thesis 2000:24, ISSN Hansson, J. (2001). Implementation of TQM in Small Organizations Experiences from Award Winners in Sweden. Licentiate thesis 2001:13., ISSN Isaksson, R. (2001). Process Improvement in a Third World Organization Study from Sub Saharan Africa. Licentiate thesis 2001:24., ISSN

41 Wikberg, L. (2001). Estimating Win-Win Potential Between Supplier and Customer. Licentiate thesis 2001:45, ISSN Zobel, T. (2001). Environmental policy deployment in an environmental management system context. Licentiate thesis 2001:49, ISSN Svensson, M. (2002) TQM-Based Self-Assessment in Educational Organizations. Licentiate thesis 2002:12, ISSN Er iksson, H. (2002). Benefits from TQM for Organisational Performance. Licentiate Thesis 2001:46, ISSN Fredriksson, M. (2002). TQM as a Support for Societal Development A tentative model based on experiences from a Swedish community. Licentiate thesis 2001:51, ISSN Söderholm, P. (2003). Continuous improvements of complex technical systems. Licentiate thesis 2003:66, ISSN Holmgren, M. (2003). Maintenance related losses. As study at the Swedish National Rail Administration. Licentiate thesis 2004:25, ISSN Candell, O. (2004). Development of user information products for complex technical systems. Licentiate thesis 2004:25, ISSN Schylander, E. (2004). Environmental effects and organizational experiences of environmental management systems. Licentiate thesis 2004:31, ISSN Harnesk, R. (2004). Leadership for Co-worker Commitment - A TQM Approach. Licentiate thesis 2004:33, ISSN Jonsson Kvist, A-K. (2005). Needs and Expectations of Inbound Tourists Visiting a Peripheral Area. A Case Study in Northern Sweden. Licentiate thesis 2005:07, ISSN Lilja, J. (2005). Quality Practice and Customer Value Strengthening the Ideal Linkage. Licentiate thesis 2005:50, ISSN Pal mberg, K. (2005). Experiences of Process Management. Licentiate thesis 2005:74, ISSN Wreder, Å. (2006). How to Create Sustainable Health Experiences taken from Swedish Organizations. Licentiate thesis 2006:36, ISSN Bäckström, I. (2006). Quality Management for Sustainable Health Methodologies, Values and Practices taken from Swedish Organizations. Licentiate thesis 2006:49, ISSN Johansson, P. (2007). Quality Management and Sustainability Exploring Stakeholder Orientation. Licentiate thesis 2007:01, ISSN Schön, K. (2007). Job satisfaction, Six Sigma improvement work and the interconnection between the two, Licentiate thesis 2007:45, ISSN Vanhatalo, E. (2007). Contributions to the use of Designed Experiments in Contunuous Processes A Study of Blast Furnace Experiments. Licentiate thesis 2007:66, ISSN Doctoral Theses Grönlund, U. (1995). Quality Improvements in Forest Products Industry. Classification of Biological Materials with Inherent Variations. Doctoral Thesis, 1995:172D, ISSN Kumar, D. (1996). Reliability Analysis and Maintenance Scheduling Considering Operating Conditions. Doctoral Thesis, Division of Mining Engineering and Division of Quality Technology & Statistics, 1996:190D, ISSN Westberg, U. (1997). On Efficient Use of Censored Data and Covariate Factors in Survival Analysis and Maintenance Scheduling. Doctoral Thesis, 1997:32, ISSN Deleryd. M. (1998). Enhancing the Industrial Use of Process Capability Studies. Doctoral Thesis, 1998:19, ISSN Garvare, R. (2002). Process Management and Sustainable Development in a Quality Perspective Implementation and Measurement Related to Small and Medium Sized Enterprises. Doctoral Thesis, 2002:35, ISSN Hansson, J. (2003). Total Quality Management Aspects of Implementation and Performance. Investigations with a Focus on Small Organisations. Doctoral Thesis, 2003:07, ISSN

42 Backlund, F. (2003). Managing the Introduction of Reliability-Centered Maintenance, RCM. RCM as a Method of Working within Hydropower Organisations. Doctoral Thesis, 2003:16, ISSN Eriksson, H. (2004). Organizational value of participating in quality award processes. Doctoral Thesis, 2003:42, ISSN Ljungström, M. (2004). Implementation of a work development oriented strategy for continuous improvements. Doctoral Thesis, 2004:14, ISSN Isaksson, R. (2004). Total Quality Management for Sustainable Development - Focus on processes. Doctoral Thesis, 2004:18, ISSN Fredriksson, M. (2004). From customer satisfaction to citizen interaction. A cooperation model for community development based on Total Quality Management. Doctoral Thesis, 2004:39, ISSN Svensson, M. (2004). TQM-based self-assessment in educational organizations - A help or hindrance? Doctoral Thesis, 2004:40, ISSN Zobel, T. (2005). Environmental Management Systems Policy Implementation and Environmental Effects. Doctoral Thesis 2005:32, ISSN Söderholm, P. (2005). Maintenance and continuous improvement of complex systems : linking stakeholders requirements to the use of built-in test systems. Doctoral Thesis 2005:52, ISSN ; (The thesis is published jointly with the Division of Operation and Maintenance). Holmgren, M. (2006). Maintenance-related incidents and accidents : aspects of hazard identification. Doctoral Thesis 2006:38, ISSN ; (The thesis is published jointly with the Division of Operation and Maintenance). 40

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44 Division of Quality & Environmental Management Division of Quality & Environmental Management Luleå University of Technology SE Luleå SWEDEN Telephone: Telefax: Home Page: Universitetstryckeriet, Luleå 2008