Exploring Modes of Innovation in Services

Abstract Manufacturing companies differentiating their offerings with new services need to combine both product and service innovation. We study how service development is influenced by (a) the choice of separation or integration of service development and (b) the modes of innovation. Our results show that service development often is more structured if services are developed separately. Furthermore, service innovations often follow a sequence of innovation modes different from those of product innovations. Since different innovation modes benefit from varying degree of structure in the development process, many companies find it hard to develop products and services within the same development project

Initiating Quality Management in a Small Company

Purpose The purpose of this paper is to identify critical aspects of Quality Management (QM) adoption in a small company. QM is more widely applied in large companies than in small ones. Previous research has pointed to QM ideas as sound and valid for small companies, but that many such initiatives fail because of poor implementation. With scarcity of resources and expertise, it is critical to study how QM can be initiated in small companies with often sceptical ownermanagers. Design/methodology/approach This paper is based on a single case study of a small company; data has been collected through two sets of interviews: one in late 2009 and one in mid-2012, as well as project reports and public financial data. This allows for a study of the adoption process over time. Findings This study points to four critical areas when initiating QM work in a small company: the importance of initiation, the importance of contextualisation, QM adoption as an iterative process, and the need for external support. Originality/value This paper highlights the importance of overcoming small business owners' reluctance towards QM. Most research on QM initiatives in small companies has focused on the stages that follow an actual decision to begin a QM initiative. This paper shows that it is critical to carefully consider the stages leading to the decision. Further, it contributes with a case study on a small company, otherwise uncommon in QM research

“Brave men” and “emotional women”: A literature review on gendered norms towards patients with pain

Abstract Background More women than men report chronic pain but despite the large body of research on sex differences there is a lack of knowledge on the influence of social and cultural gender. As gender norms can lead to gender bias in health care it is important to raise awareness about them. The purpose of this study was to illustrate gendered norms about men and women with chronic pain in scientific journals, and to analyze how societal norms are reproduced in health care. Methods A literature search of the databases PsycINFO, CINAHL and PubMed was conducted, January 2000 to April 2015, with the search term chronic pain combined with femininity, masculinity, gender bias, gender stereotypes and gender roles. A total of 77 articles met the inclusion criteria and were analyzed qualitatively. The integrative approach enabled a review of articles from both social and medical sciences, and to include qualitative and quantitative research. The material was sorted into theoretical categories and further coded into substantive categories. Results The included articles showed a variety of gendered norms about men’s and women’s experience and expression of pain, their identity, lifestyle and coping style. Women were described as emotional and hysterical, constantly dealing with mistrust from health care. Men were pictured as brave, stoic and struggling with their sense of masculinity. Prevailing societal norms are consolidated in health care, positioning the masculine man as the ideal patient. Conclusions Gender stereotypes are reproduced in healthcare, which can lead to gender bias in the treatment of patients with pain. The findings were used to develop a tool, “the pain cube”, aimed to improve health care providers’ consciousness about gendered norms. Key messages Men and women with chronic pain are depicted in a stereotypical way in scientific articles. Increased awareness about gendered norms can support health care professionals in providing equitable care. </jats:sec

Excellence models in the public sector: Relationships between enablers and results in excellence models

Purpose – The purpose of this study is to identify possible correlations between the stated “enablers” and “results” in excellence models, and to explain how different variables contribute to the “enablers” and “results”. A cross-case study of two different excellence models, the Common Assessment Framework (CAF) in Italy and the Swedish Institute for Quality (SIQ) model for performance excellence, is proposed. Design/methodology/approach – The study is based on the evaluation of assessment reports of public organizations across two countries, Italy and Sweden. Canonical correlation was used for data analysis. Two hypotheses were formulated: There is a correlation between “enablers” and “results” in the CAF model, and there is a correlation between “enablers” and “results” in the SIQ model. Findings – The results show that the hypotheses are supported. It turned out that the correlation is higher for the SIQ model than for the CAF model. For the CAF model, “strategy and planning” is the main contributor to the “enablers”, and for the SIQ model, “human resource development” is the main contributor. For the “results” set, similar criteria provide the strongest contributor for both models; these are “customer/citizen-oriented results” for the CAF and “customer satisfaction” for the SIQ. Originality/value – The paper contributes to the knowledge gained from a cross-case analysis of two different excellence models applied in public sector organizations, the CAF in Italy and the SIQ model for performance excellence in Sweden. The paper also contributes to an ongoing discussion of a need of excellence models being adapted specifically for the public sector; from this study, no support for such a sector-specific model is shown

The relationships between enablers and results in excellence models: learnings from Italy and Sweden.

The purpose of this study is to explain possible correlations between the stated enablers and results in excellence models, and furthermore explain how different variables contribute to the enablers and results. By doing the cross-case analysis of two models, the European Common Assessment Framework (CAF) in Italy and the Swedish SIQ model (SIQ), we can contribute with learning across the two different award processes and models. The study focuses on public sector organizations. The study is expected to provide information on transversal factors between the two frameworks CAF and SIQ trough the evaluation of the assessment reports from two samples of public sector organizations. The assessment reports were analyzed with a quantitative approach in order to investigate correlations among enablers and results for the CAF and SIQ excellence models. The assigned scores to each criterion and sub-criterion in the assessment reports were considered. Canonical correlation was used for data analysis. The paper enables to identify relationship between enablers and results for both the CAF and SIQ models. In particular, it emerged that the correlation is higher for the SIQ model than for the CAF. The squared canonical loading explains which variable contribute most to the variance of the enablers respectively results for the two models. The authors focus on the identification of reasons to the fact that the enablers of the SIQ model to a larger extent explain the variance in the results. This cross-country study of assessments based on excellence models, identify relations between enablers and results of the CAF and SIQ models, highlighting differences and similarities. Further, as one model is adapted to a specific sector and one is generic, the study allows for elaborations on the feasibility of sector specific adaptations of excellence models

Aligning Quality Management and Sustainability: A Cross-Industry Analysis of Case Studies for Achieving UNSDGs

Purpose: This study investigates the alignment of Quality Management (QM) practices with sustainability dimensions to achieve the United Nations Sustainable Development Goals (UNSDGs) in Indian industries. The study investigates how these industries utilise QM tools to advance sustainability, mainly focusing on environmental, social, governance, economic, and operational sustainability. Methodology: A multiple-case study approach was employed, analysing 41 case studies submitted to the International Academy for Quality (IAQ) for the Quality Sustainability Award. The data were collected from various Indian industries and analysed through within- case and cross-case comparisons, focusing on applying QM practices and their alignment with sustainability dimensions. The research methodology utilized both qualitative and quantitative analysis techniques. Findings: The findings reveal that industries predominantly use Six Sigma, Lean tools, PDCA, and Root Cause Analysis (RCA) to address operational and environmental challenges. The most frequently addressed UNSDGs include Goal 12 (Responsible Consumption and Production), Goal 9 (Industry Innovation and Infrastructure), and Goal 13 (Climate Action). Significant improvements were observed in defect reduction, energy efficiency, and cost management. However, the study also highlights gaps in addressing social sustainability, particularly in areas like diversity and inclusion. Originality: This research contributes uniquely to the literature by conducting a cross- sectoral analysis within a consistent regulatory environment in India. Unlike multinational studies where legal and regulatory variations can affect comparability, this study provides a controlled context that enhances the reliability of cross-sector comparisons. This allows for clearer insights into implementing QM practices to achieve sustainability across various sectors. Additionally, the study highlights the role of advanced technologies in enhancing operational efficiency and sustainability while identifying areas for improvement, such as the broader adoption of Industry 4.0 (I4.0) tools and a more balanced focus on social sustainability