Purpose – The purpose of this paper is to identify the main characteristics of the Balanced Scorecard (BSC) practice in health care services Design/methodology/approach – The paper uses a case study approach focusing on three health care organisations in Sweden using the BSC. The focus is...

Innovation is an important source of growth for many companies. It is also challenging, as it may require that the companies build a new position in the supply chain. The literature is devoid of analysis of different ways to build such positions in the construction industry. The purpose here is...

Purpose – The purpose of this paper is to discuss how a performance measurement system called “the flow model” is designed to measure changes towards lean thinking in health care services. Design/methodology/approach – The paper integrates literature from the health care sector and the...

Purpose – The importance of social issues is well established in the literature on resistance to change. However, much can be gained by including physical objects in the analysis. Using actor‐network theory, this paper aims to explore the resistance of non‐human actors in organizational...

Purpose – In a previous study, based on a survey to all clinical department and primary care center managers in Sweden, it was concluded that the prevailing general improvement strategy is characterized by: drivers for improvement are staff needs; patients and data are not as important;...

Purpose – The purpose of this paper is to explore routes of dissatisfaction feedback transferrals within a Swedish machine industry segment. The study focuses upon transferrals from dissatisfied users to the product development organizations. There is also an interest in determining whether...

Purpose – The purpose of this paper is to explore how various dissatisfaction feedback transferrals contribute to the decision‐making process in product development contexts. Design/methodology/approach – The paper presents the results from a qualitative interview‐based study of 16...

Purpose – This paper aims to present and discuss the current state of quality‐improvement activities in Swedish companies. The paper focuses on the drivers for quality improvement; types of approaches, tools and techniques, and organizational aspects influenced by quality improvement; and...