Division of Quality & Environmental Management ANNUAL REPORT

Transcription

1 Division of Quality & Environmental Management ANNUAL REPORT

2 Annual Report Division of Quality & Environmental Management 1. Background and Overview of the Academic Year Undergraduate and Graduate Teaching Postgraduate Education and Research Links to Society Some Key Numbers 6 2. Staff 8 3. Post Graduate Examination 8 4. Projects Management and Control of Processes Leadership and Learning Organisations Quality Management in Small Organisation Reliability and Maintenance of Systems Corporate Environmental Management Some Other Projects Courses Postgraduate Courses Undergraduate Courses Meetings and Conferences Conferences Organised by the Division Attendance at Conferences Contributions to Conferences Other Oral Presentations Reports and Published Papers International Journals or Books International Conference Proceedings Other Published Documents M.Sc. Theses Other Activities of Staff Members of the Division Seminars given at the Division Guests at the Division Theses Published at the Division 33

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4 1. Background and Overview of the Academic Year The Division of Quality Technology was established in September Accordingly, this was the division s fourteenth academic year since it became part of the Department of Business Administration and Social Sciences ( Institutionen för industriell ekonomi och samhällvetenskap ). January 1, 2003 the Division of Quality & Environmental Management ( Avdelningen för kvalitets- & miljöledning ) was created when the part of the staff with Statistics and Mathematical Statistics as main interest left us and joined the Department of Mathematics. The establishment of the new division, the very first one in Sweden, has got a large support from industry and the public sector in Sweden. In many organisations today the quality management system and the environmental management system are integrated. There is also a tendency to integrate working environment system in order to create one management system in the organisation. The three areas of Quality Management, Environmental Management, and Working Environment Management have an overlap, which could be seen as a form of conceptualisation of the concept of Sustainable Development or Sustainability Management. Figure 1. Every Wednesday we have breakfast together. We take it in turn to organize the breakfast. (Photo: Rickard Garvare) During 2003 and 2004 an internal work to create a new successful division has started, partly with financial support from Development Council Government Sector ( Utvecklingsrådet för den statliga sektorn ). Quite a lot of efforts have been put on strategic issues, as mission, vision and our values and our internal culture; see Figure 1 and 2. Our four main processes illustrate the main activities of the Division of Quality & Environmental Management: Undergraduate and Graduate Education, Postgraduate Education, Research, and Links to Society; see Figure 4. All activities are performed in a close co-operation with companies, organisations and other parts of our society. We emphasise this type of co-operation and are convinced that it is of benefit for students, our own staff, the division, the university and society. Our vision, which says that we shall be internationally acknowledged for, in close co-operation with others, contributing to the future sustainable society, also permeates this cooperation in our efforts to contribute to the development of society. 1

5 OUR VALUES OUR CULTURE We have an open climate, which is built on fellowship and respect to each other We see that all members in the staff are committed in information and decision making We are working to create a sustainable health We have a joint will to do a good job 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. During this academic year we have spent quite a lot of time on our values and our culture. The result is a list consisting of 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. The four main processes of the Division of Quality & Environmental Management: Undergraduate and Graduate Education, Postgraduate Education, Research, and Links to Society, and their relations. We are presently discussing strategies to establish a fruitful co-operation with companies and other universities. A systematic co-operation with Mid-Sweden University is under establishment regarding, in particular, quality management. The 2

6 co-operation contains undergraduate and post-graduate education as well as research. A part of that co-operation is that Pia Sandvik Wiklund at Mid-Sweden University has been appointed Associate Professor ( docent ) at our division. Furthermore, Håkan Wiklund is professor of Quality Technology & Management both at Mid-Sweden University and at our division, and two post-graduate students employed at Mid- Sweden University is co-supervised from our division. Also a research co-operation with Stockholm School of Business and SIQ, the Swedish Institute for Quality, has started both regarding undergraduate and post-graduate research. A co-operation is also under establishment with a number of companies within the area of Six Sigma. A network for Swedish researchers and post-graduate students in the area of Environmental Management Systems, EMS, was initiated by Elisabeth Schylander at our division. The aim was to establish contacts between EMS-people to discuss undergraduate and postgraduate courses, research and research projects. The response was very good lead to regular meetings after the first meeting in Lund August 23, Figure 4. A large part of the staff of the division at Örnvik, outside Luleå, June 9, (Photo: Rickard Garvare) 1.1 Undergraduate and Graduate Teaching We are continuously trying to find new ways of teaching, for instance by stimulating the students to take better responsibility of their courses and their own learning process by a more active attitude. Altogether, we offer about 20 courses of in Quality Technology & Management or Environmental Management to our students; see Section 5.2. A successful project course in quality management has been offered to engineering students during the last few years. The course deals with real quality problems from industry or public organisations in our region, and the work is conducted at the company by a team of students. We also offer a Total Quality Management programme ( avslutning ), mainly to engineering students following the Industrial Engineering and Management Programme ( industriell ekonomi ). Furthermore, the division is responsible for developing a Bachelor Programme called Environmental and Quality Management with financial support from the European Union. The programme was established 2001 and the first students will be examined by the end of The division has also 3

7 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 quality management, environmental management and working environment management. We are also responsible for a master program. A basic course on Quality Technology & Management has been developed and offered for distance studies in a close co-operation with a number of other universities, in particular Mid-Sweden University and Örebro University. The results are very good both regarding the co-operation between the participating universities and the experiences obtained from the participating students. For instance, the percentage of passed students is higher than in many other courses on distance. A more advanced course for distance studies was also developed with financial support from The Knowledge Foundation ( KK-stiftelsen ). That our efforts to do good teaching are appreciated by our students are documented in several ways. For instance, by the results of our SSI, Student Satisfaction Index, which is a numerical measure by the students of the over-all impression of our division after following a course. This five grade index has for many courses this year resulted in values between 4.2 and 4.5. SSI-values are now also exposed regularly on our homepage. 1.2 Postgraduate Education and Research During this academic year three doctoral theses and three licentiate theses have been presented at our division; see Section 3. During Spring 2003 nine students were employed at doktorandtjänst. They were together with another seven doctoral students active on part time basis supervised by people from our division. For a couple of years efforts have been made to improve the process of Postgraduate Education. For instance, we have established and produced a handbook for postgraduate studies at the division, which will be published in its fifth edition during Autumn We have also established a system with assistant supervisors ( biträdande handledare ). Quality Management in small organizations Management and control of processes Effects of environmental management Reliability and maintenance of systems Leadership and learning organizations Figure 5. We are trying to establish groups of senior researchers and PhD students within the different profile areas. Due to the establishment of our new division the areas illustrated here will be reconsidered during the next academic year. During the last academic years efforts have been to focus on a number of research areas. The long-term aim is to establish research groups within these profile areas. Each group should be led by at least one senior researcher, who has both an economic 4

8 and a scientific responsibility for the group. Due to the establishment of the new division our profile areas illustrated in Figure 5 partly will be reconsidered during the next academic year. Reliability and maintenance of systems The aim is to develop models and methodologies for more efficient and safe use of systems. This covers developing models, which better use available data and also methods for evaluation of failure data. An essential part of this area is also to develop strategies for implementation of maintenance activities that will lead to higher reliability and safety but also to lower costs. Management and control of processes The focus is on studying how a process view focus can support quality improvements and increase commitment from all employees. It also aims at developing methodologies and tools to better measure, control and improve technical and administrative processes. Among such techniques are design of experiments, statistical process control and capability studies. Leadership and learning organizations The aim is to study how different types of leadership influence work with quality improvements and how continuous learning is established in an organization. This area also includes quality improvements in higher education. Quality management in small organizations The aim is to study and develop methodologies and tools to implement and support work with quality management in small companies and organizations in the private and the public sector. Effects of Environmental Management This area aims in particular at evaluating the effects of implementing environmental management systems within an organisation and ways to measure Sustainable Development. 1.3 Links to Society Centre for Dependability and Maintenance ( Centrum för Tillförlitlighet & Underhåll ) Our division is, mainly together with the Division of Operations & Maintenance Engineering, involved in the development of a centre focusing on Dependability and Maintenance. During a couple of years efforts have been put on creating a national competence centre with the Centre for Dependability and Maintenance as a basis. This work has been done in a close cooperation with local and national companies and other organizations. Among these are for instance LKAB, SSAB, Vattenfall, The Swedish National Rail Administration ( Banverket ), Hägglunds Vehicle AB, Saab Aerospace, Volvo Aero Corporation, Bombardier Transportation AB, and other organizations, e.g. Boden municipality, Swedish Armed Forces ( Försvarets Materielverk ). Several research projects have been initiated, and at present almost a dozen of Ph.D. students are working with problems, related to the area of interest to Centre for Dependability and Maintenance. Two licentiate theses produced by Peter Söderholm and Mattias Holmgren at our division were presented within the framework of the centre this academic year (see Section 3). Further information about the centre can be found at the homepage of the centre: 5

9 Small Business Academy ( Småföretagsakademin ) The Small Business Academy is based on a close co-operation between a number of divisions at Luleå University of Technology. Among these divisions are Quality & Environmental Management, Industrial Organisation, Management Control, Manufacturing Engineering, Construction Management, Industrial Work Environment, and Industrial Design. The aim is to create a basis for contacts with the SME in the region and help them with advice and courses, but it has also a clear focus on research and development on issues related to SME. For instance, a programme, called the PEN-programme, for research and development, partly financed by European Union, based on a co-operation with Umeå University and different companies, has started. Rickard Garvare, at our division, has been involved in the PEN-programme. Other external education and research There is a great interest in the activities and the created knowledge at our division. During this academic year we have had co-operation with a number of public and private organisations in different parts of the country. A number of general talks and seminars about quality management, process control and leadership have been given on a number of occasions. Some of these presentations are listed in Section 6.4. Figure 6. Together with the consultant company Sandholm Associates our division has offered a course for quality managers in the two northern counties Norrbotten and Västerbotten. The course was attended by about 30 people. Together with Sandholm Associates in Stockholm we have offered a course in Umeå on quality management for people from private and public organisations in our region. The course comprised 18 days of teaching and consisted also of homework between the meetings. We are grateful to Ingemar Lundsten, ALMI Företagspartner in Västerbotten, for putting a lot of energy and time on establishing the course, which had financial support from Spets II, an EU-project related to Umivex at Umeå University. This successful course is intended to be repeated for the third time during Some Key Numbers The division and members of our staff have been mentioned more than 25 times, maybe up to 35, in articles in different journals or newspapers this academic year. Among the journals are Kvalitetsmagasinet, Ny Teknik, Miljö & Utveckling, VI 6

10 Newsletter, Högtrycket and Kundorienterat and among the newspapers are Norrbottenskuriren, Norrländska Socialdemokraten. We here illustrate the development of our division with the key numbers presented in Figure 7. 3 Number of examinations * including Dhananjay Kumar (a cooperation with Div of Mining Engineering) Licentiate theses Doctoral theses 2 1 * * Academic year Number of popular articles Academic year Number of papers in international journals and books Papers in international journals and books Conference proceedings Figure 7. Some key numbers of the division. 7

11 2. Staff During this academic year our staff has consisted of the following people: Per-Anders Akersten, Ph.D., Untenured Professor ( adjungerad professor ) until August 1, 2003 Bjarne Bergquist, Ph.D., Assistant Professor Jan-Ola Burman, Ph.D, Untenured Professor ( adjungerad professor ) Görgen Edenhagen, MSc., Research Engineer Henrik Eriksson, Lic of Technology, Post Graduate Student ( doktorand ) until Febr 29 Maria Fjellborg, Assistant Research Fellow ( amanuens ) 20% from January 1, 2004 Maria Fredriksson, Lic of Technology, Post Graduate Student ( doktorand ) Rickard Garvare, PhD, Assistant Professor Anita Hanno, Secretary Roland Harnesk, BSc., Research Engineer Mattias Holmgren, MSc., Post Graduate Student ( doktorand ) until February 29, 2004 Bengt Klefsjö, Ph.D., Professor Anna-Karin Kvist, MSc, Post Graduate Student ( doktorand ) Erik Lovén, Lic of Technology, Lecturer ( adjunkt ) Thomas Olsson, Research Engineer from August 1, Klara Palmberg, Assistant Research Fellow ( amanuens ) 20% Jennie Persson, MSc., Research Engineer Karin Schön, Msc., Research Engineer. Elisabeth Schylander, MSc., Post Graduate Student ( doktorand ) Magnus Svensson, Lic of Technology, Research Engineer Peter Söderholm, MSc., Post Graduate Student ( doktorand ) until February 29, 2004 Gunvor Tuoma, Secretary Erik Vanhatalo, MSc., Research Engineer from March 15, 2004 Håkan Wiklund, Ph.D., Professor; on leave Åsa Wreder, MSc, Post Graduate Student ( doktorand ) Part time postgraduate students, supervised by people at the Division, with an activity level of more than 25% during this academic year: Raine Isaksson, Lic of Technology, Visby Martin Ljungström, Lic of Technology, Arrigo, Stockholm Ingela Bäckström, Bsc., Mid-Sweden University, Östersund Olle Candell, Msc., SAAB, Linköping Johan Lilja, MSc., Mid-Sweden University. Östersund Thomas Zobel, Lic of Technology, Ferruform, Luleå 3. Postgraduate Examination Our goal is to have one doctoral and one licentiate theses presented every year. During this academic year we are proud to announce that we have had three doctoral and three licentiate theses presented and defended. They are briefly presented below in the order they were presented. See also Section 4. 8

12 Doctoral thesis by Henrik Eriksson February 27, 2004 Henrik Erikssson presented his doctoral theisis (thesis 2003:42, ISSN ) Organizational value of participating in quality award processes, February 27, Faculty opponent was professor Lars Bengtsson, Gävle University College. The committee consisted of professor Asbjörn Aune, NTNU, Trondheim, professor Bo Bergman, Chalmers, Gothenburg, and professor Anders Segerstedt, Luleå University of Technology. One way of working with TQM and its values, methodologies and tools is to participate in a quality award process. The purpose of this thesis is to describe and explain the organisational value of participating in quality award processes. One paper investigates the financial performance of quality award recipients compared to competitors and branch indices. Two papers illuminate participation in in-company quality award processes regarding experience and organisational performance and two describe the organisational value of participating in the Swedish Quality Award. The main conclusion of the thesis, is that if companies successfully implement TQM the financial performance is affected positively. The thesis can not show evidence that the organisational performance of company units which have worked with in-company quality awards, but have not yet successfully implemented TQM are affected by this work. However, such units experience that working with in-company quality awards has positively effects on the customers as well as the employees. The main value of participating in a national quality award process is improved customer orientation, process orientation and improvement work. On the other hand the process is resource demanding, in particular the phase of description of activities and the elaborate model used for participation in the quality award process. Figure 8. On the photo to the left the opponent professor Lars Bengtsson, Gävle University College, and Henrik Eriksson. On the photo to the right the committee consisting of (from the left) professor Asbjörn Aune. Trondheim University, professor Bo Bergman Chalmers University, and professor Anders Segerstedt, Luleå University of Technology. (Photo: Rickard Garvare) The thesis is to a large extent based on the following appended papers: Eriksson, H. & Hansson, J. (2003). The impact of TQM on financial performance. Measuring Business Excellence, Vol 7 No 1, Eriksson, H. & Johansson, F. & Wiklund, H. (2003). Effects of in-company quality awards on organisational performance. Total Quality Management & Business Excellence, Vol 14 No 2, Eriksson, H. (2003). Experiences of working with in-company quality award process. A case study. The TQM Magazine, Vol 15 No 6,

13 Eriksson, H. (2004). Organisational value of participating in a quality award process. A Swedish study. Accepted for publication in The TQM Magazine, Vol 16 No 2. Eriksson, H. & Garvare, R. (2004). Organisational performance improvement through quality award process participation. Submitted for publication. Doctoral thesis by Martin Ljungström May 7, 2004 Martin Ljungström presented his doctoral theisis (thesis 2004:14, ISSN ) Implementation of a work development oriented strategy for continuous improvements, May 7, Faculty opponent was associate professor ( docent ) Sverker Alänge, Chalmers, Gothenburg. The committee consisted of professor Jörgen Eklund, Linköping University, associate professor ( docent ) Anders Gustafsson, Karlstad University, and professor Jan Johansson, Luleå University of Technology. If management of an industrial company wants to involve personnel on the shop floor in the work with TQM, continuous improvements and work development (WD) are important parts. The purpose of this thesis is to investigate how TQM, focusing on a WD-oriented strategy for continuous improvements, can be implemented is a sustainable way at the shop floor at an industrial company. Since a work development strategy best fulfils the basic values of TQM, the interest in this thesis focuses on this strategy. To find how companies can deal with obstacles towards the implementation of a work development oriented TQM strategy a multiple-case study, based on three Swedish companies and one US company was performed. A model that facilitates industrial companies handling of the presented obstacles when trying to implement CI and WD to support a WD-oriented TQM strategy based on 5S is resented in the thesis. The model is based on action research at two companies and on a theoretical framework that stresses at the importance of starting up with 5S for creating a sustainable development of CI and WD and how companies can deal with those factors in practice. Figure 9. To the left, the opponent Associate Professor ( docent ) Sverker Alänge, Chalmers University, talking to Martin Ljungström. To the right, Martin Ljungström in action during the seminar. (Photo: Rickard Garvare) The thesis is based on the following appended papers: Bengtsson, L. & Ljungström, M. (1998). Total Quality Management and Work Organisation: Relationship between Quality Management Strategies and Work Organisation in Swedish Industrial Companies. Human Factors and Ergonomics in Manufacturing, Vol 8 No 4, Ljungström, M. & Klefsjö, B. (2002). Implementation obstacles for a work development oriented TQM strategy. Total Quality Management, Vol 13 No 5,

14 Ljungström, M. (2003). A model for starting up continuous improvements and work development. Proceedings from European Operation Management & Production and Operations Management Society. Joint International Conference one world? One view of TQM? The challenges of integrating research and practice, Villa Erba, Cernobbio, Como Lake, Italy, June 16-18, 2003, Ljungström, M. (2004a). A model for starting up and implementing continuous improvements and work development in practice. Accepted for publication in The TQM Magazine. Ljungström, M. (2004b). Sustainable continuous improvements and work development. Important factors for theory and practice. Submitted for publication. Doctoral thesis by Raine Isaksson June 2, 2004 Raine Isaksson presented his doctoral thesis (thesis 2004:18, ISSN ) Total Quality Management for sustainable development focus on processes, June 2, Faculty opponent was professor Rick Edgeman, University of Maryland, USA. The committee consisted of professor Douglas Hensler, University of Colorado, USA, professor Jens Dahlgaard, Linköping University, and associate professor ( docent ) Thomas Lager, Luleå University of Technology. The purpose of this thesis is to find synergies between Total Quality Management (TQM) and Sustainable Development (SD). Emphasis is on increasing the focus on processes. A process based change model for SD has been developed. The model should be applicable for all types of organizations, but with a particular focus on organizations in the Third World. Results show that the value focus on processes forms a useful basis for realizing synergies between TQM and SD. The proposed change model can be used to identify change elements and to assess the current level of SD-performance. The model is suitable for change on organizational and process levels. The change model can be seen as a system model with a number of independent sub-systems. Important sub-systems are, for example, a generic process chart, a generic indicator framework for TBL and a generic change process for SD. Figure 10. Raine Isaksson discussing with the opponent professor Rick Edgeman, University of Maryland (to the left), and Raine Isaksson during the seminar (to the right). (Photo: Rickard Garvare) The thesis is based on the following six appended papers: Isaksson, R. & Wiklund, H. (2002). On the use of process management in then Third World. Total Quality Management, Vol 13, No 4,

15 Isaksson, R. & Wiklund, H. (2001). Assessing the level of management commitment for TQM core values an introduction to more effective change. Proceedings from the Sixth World Conference on TQM, St Petersburg, June 20-22, 2001, Vol 1, Garvare, R & Isaksson, R. (2001). Sustainable development: extending the scope of business excellence models. Measuring Business Excellence, Vol 5 No 3, Isaksson, R. & Garvare, R. (2003). Measuring sustainable development using process models. Managerial Auditing Journal, Vol 18. No 8, Isaksson, R. (2004a). Economic sustainability and the cost of poor quality. Submitted for publication. Isaksson, R. (2004b). Total Quality Management for sustainable development - process based system models. Submitted for publication. Licentiate thesis by Peter Söderholm December 18, 2003 Peter Söderholm presented his licentiate thesis (thesis 2004:66, ISSN ) Continuous improvements of complex technical systems. Aspects of stakeholder requirements and subsystem functions, December 18, Opponent was dr Ulf Westberg, Bombardier, Västerås. In today s society we are all strongly dependent on correct functions of technical systems that in many cases have a rather long life time. In order to maintain a high level of stakeholder satisfaction responsible organisations have to respond to the changes through system evolution and continuous improvements. The purpose of this thesis is to explore and describe how an organisation can work with continuous improvements of complex technical system functions in the context of changing stakeholder requirements, in order to increase stakeholder satisfaction with a reduced amount of resources. To fulfil the stated purpose, a case study supported by a literature study has been performed. The case study 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. A theoretical management framework that combines aspects of Quality Management, Requirements Management, and Health Management is presented. In the second part, which is founded on theoretical and empirical findings, a model that includes a number of combined and adapted methodologies and tools is presented. The model enables traceability between stakeholder requirements and critical system functions that should be covered by health management technologies. Figure 11. To the left, the opponent, dr Ulf Westberg, Adtranz, Västerås, together with Peter Söderholm. To the right, Marcus Suurkula, FMV, Swedish Defence Material Administration, who gave the project financial support, listening to Peter Söderholm s licentiate seminar. (Photo: Rickard Garvare) 12

16 The thesis is based on the following three appended papers: Söderholm, P. & Akersten, P.A. (2002). Aerospace diagnostiscs and prognostics in a TQM perspective. Proceedings of the Fifteenth International Congress on Condition Monitoring and Diagnostic Engineering Management (COMADEM 2002), Birmingham, UK, September 2-4, Söderholm, P. (2003). Continuous improvements of complex technical systems: A theoretical quality management framework supported by requirements management and health management. Accepted for publication in Total Quality Management & Business Excellence. Söderholm, P. (2003). A model for continuous improvements of complex technical systems. Research Report 2003:7, Division of Quality and Environmental Management, Luleå University of Technology. Licentiate thesis by Mattias Holmgren December 19, 2003 Mattias Holmgren presented his licentiate thesis (thesis 2004:67, ISSN ) Maintenance related losses. A study at the Swedish National Rail Administration, December 19, Opponent was dr Mats Deleryd, Bombardier, Västerås. The global competition among companies has lead to higher demands on the production systems. Normal operation will gradually impair the performance due to the normal degradation caused by wear, dirt, corrosion, and overloading. Maintenance is therefore important for the prevention of hazardous states of the systems, i.e. for incidents and accident prevention. However, although maintenance is performed in order to increase the safety, incorrectly performed maintenance can reduce the safety of the systems and create losses. In this thesis different deviations from the intended maintenance activities that result in losses, manifested in incidents and accident are explored. The main aim is to control the contracted maintenance work better and thereby ensure safety to passengers and personnel at the Swedish National Rail Administration. An analytical model for the investigation of maintenance related incidents and accidents is presented. Furthermore, a taxonomy of incidents and accidents related to the Swedish railway is discussed. The maintenance related incidents and accidents are analysed and classified. The primary causes if these incidents and accidents are determined and discussed. About 30% of the track related incidents and accidents were caused by improper maintenance. Some contributory causes of these were lack of communication and rule violations. Figure 12. To the left, the opponent dr Mats Deleryd, Adtranz in Västerås together with Mattias Holmgren. To the right, Mattias Holmgren answering questions during the seminar. (Photo: Rickard Garvare) 13

17 The thesis is based on the following three appended papers: Holmgren, M. & Akersten, P.A. (2002a). Maintenance related risks do they need any further investigations? Proceedings of the Third Edinburgh Conference on Risk Analysis, Assessment and Management, Edinburgh, Scotland, April Holmgren, M. & Akersten, P.A. (2002b). The maintenance process looked upon through risk glasses. Proceedings of the Sixteenth International Maintenance Congress Euromaintenance 2002, Helsinki, Finland, June 3-5, Holmgren, M. (2002). Maintenance related losses a study of Swedish rail and track related accidents and incidents. Submitted for publication Licentiate thesis by Olov Candell June 14, 2004 Olov Candell presented this licentiate thesis (thesis 2004:25, ISSN ) Development of user complex information products for complex technical systems, June 14, Opponent was assistant professor ( lektor ) Jonas Hansson, Trollhättan/Uddevalla University College. Figure 13. Olle Candell (left) talking with the opponent dr Jonas Hansson, University of Trollhättan/Uddevalla. To the right, professor Bengt Klefsjö as examiner handing over the licentiate diploma to Olle Candell. (Photo: Rickard Garvare) Interaction with technological systems is an intrinsic part of daily life. Users of a complex system need support to access the utility and services the system-of-interest, is to provide. Besides more traditional support, like maintenance, customer support also includes documentation. Despite development of documentation for complex products, there is still a problem for users to access and understand the information. Development methods for user information products therefore need to be evolved. The purpose of this study is to explore and describe the development of stakeholder based information products for complex technical systems. To fulfill the purpose, a case study supported by a literature study has been made. The case study focused on a modern combat aircraft, which is considered as a highly complex system with stringent requirements on user information support. The result of the study may be described in two parts. The first part is the identification of methodology and tools for elicitation of requirements and user information development, from the area of cognitive science and joint systems of man-machine, quality technology and formal requirements management. The second part is the validation of the suggested way of working, tested through the development of a demonstrator. Compared to traditional development work the suggested way of working supplies increased stakeholder focus and a more efficient communication between developers and stakeholders, as well as within the development team. 14

18 4. Projects In this Section a number of ongoing projects at the division are shortly described. Most of them are roughly classified according to the five preliminary profile areas, presented in Section Management and Control of Processes Process Capability Studies The existence of variation has been a major problem within industry since the early days of the industrial revolution The fact that two parts never will be identical, forces every organisation to find a strategy to master variation. Process capability studies, a methodology designed to judge whether a process is capable or not, is an important part in such a strategy. The research area of process capability studies started at our division in The research has been based on the following three dimensions, practice, theory, and implementation. Today the emphasis is on theory. The theoretical studies concerning process capability studies have partly been aimed at designing new capability indices and at studying their statistical properties. This research has mainly been carried out by Professor Kerstin Vännman in international co-operation with Professor Samuel Kotz, The George Washington University, USA, and Professor Norma Hubele, Arizona State University, USA. The research has resulted in several papers published in international journals during the last five years. Some of these deal with the introduction of a new family of capability indices, others with the introduction of process capability plots. A process capability plot gives in one single plot information about the location and spread of the quality characteristic, as well as information of the capability of the process. A common practice in process control is to estimate the process capability indices by using past in-control data from sub samples. In order to use past in-control data from sub samples to make decisions regarding process capability, the distribution of the estimated capability index based on sub samples should be taken into account. The most recent part of this research area deals with how to use past in-control data from sub samples to make decisions regarding process capability. The project has earlier been financially supported by the Volvo Research Foundation and the Swedish Institute for Quality (SIQ). From January 2003 the research activities continue within the project Quality Improvement Strategies based on Process Capability Studies under the leadership of Kerstin Vännman, now at the Department of Mathematics, with support from Assistant Professor Bjarne Bergquist at our division. This project has financial support from the Swedish Research Council ( Vetenskapsrådet ). Results have been published in Hubele & Vännman (2004) Process Management and Competitiveness of Small Organizations Modern quality management is based on the idea that to remain competitive an organization has to ceaselessly upgrade the way it fulfils the true needs of its customers. It is not enough to focus on the finished products that customers receive. How these products are produced, i.e. the processes, also needs to be addressed. Process management has evolved as a widely used methodology for organizational change and improvement during the last decade. The importance of process management is stressed by the fact that the new ISO 9000:2000 series strongly 15

19 promotes the adoption of a process approach. However, studies have shown that many small organizations perceive work with process management to be problematic. This research project focuses on experiences of process management within small enterprises. The project is carried out by Rickard Garvare and Klara Palmberg, and is financially supported by the Carl Trygger Foundation for Scientific Research ( Carl Tryggers Stiftelse för Vetenskaplig Forskning ). The paper Garvare (2003) contains results from this project. 4.2 Leadership and Learning Organizations Leadership for Increased Commitment and Sustainable Health The costs connected to sick-leaves have increased to alarming levels in Sweden. One reason for the sick-leaves 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 Fresh AB in Gemla in Southern Sweden, who has changed sick leave of 8% to a healthy presence of 98%, shortened delivery times with 75% and increased solidity with 40% during the worst depression the Swedish building trade ever experienced. Fresh, and others, seems to have focused on the two important core values everybody s commitment and committed leadership within the TQM framework in a successful way. This project is studying and analysing experiences from successful organizations in order to identify key issues and key methodologies, which can be of benefit for other organisations. The project is carried out by Roland Harnesk and Karin Schön at our division with financial support from The Swedish Agency for Innovation Systems ( VINNOVA ). The work is performed in a close co-operation with Mid-Sweden University ( Mitthögskolan ) in Östersund, mainly through Ingela Bäckström. Also Yvonne Lagrosen, Chalmers University of Technology in Gothenburg, has been involved. The project has this year resulted in the paper Harnesk (2004) and one submitted paper TQM as a Support for Societal Development The domain of Total Quality Management (TQM) is changing in several ways. The definitions of quality and customer have been enlarged. From the production quality and the quality of a process the domain is enlarged to involve quality of life and profound knowledge about it. There are examples in different countries, where communities and societies have transferred TQM concepts to community issues. In Sweden the most outstanding example is the community of Åseda situated in the municipality of Uppvidinge in the south of Sweden. In Åseda the improvement work varies from work with the local environment to collaboration about a national high-school education placed in Åseda. The education generates qualified personnel to companies in the area and gives the youth future prospects. However, there is an awareness of the difficulties in transplanting TQM methodologies and tools to other new environments. An investigation of the improvement work in Åseda seems therefore relevant, for identifying benefits and disadvantages with improvement work in communities with TQM as a basis. Also 16

20 Seskarö community in Northern Sweden is included in the project. The results from Åseda and Seskarö are compared. The project is carried out by Maria Fredriksson. Results from the Åseda study have been published in the paper Fredriksson (2004) TQM based Self-Assessment in Gymnasieskolan i Luleå, the upper secondary school in Luleå In August 2002, a project on self-assessment in educational organisations was started up. This project is called the USS-project, since it is a co-operation between the four units of the upper secondary school in Luleå and the Division of Quality & Environmental Management. In this project Magnus Svensson, with support by Bengt Klefsjö, is involved by giving support to the four units in their work with selfassessment. In parallel, Magnus Svensson is following the self-assessment work to collect experience about the self-assessment methodology, the tool used for the selfassessment work, and different results from the work with self-assessment. In the USS-project, a new tool called Lärostegen, has been developed as a base for the self-assessment. The USS-project is planned to go on during the period 2002 to During these five years, two self-assessment cycles and work with improvements based on the self-assessments are planned to be fulfilled. One self-assessment cycle is here described as consisting of the four phases plan, describe, analyse, and plan for improvements. The self-assessments in the USS-project are part of a larger project about school development, where the Division of Quality & Environmental Management and the Division of Industrial Work Environment at the Department of Human Work Sciences are involved. The project has financial support from Luleå municipality ( Luleå kommun ) and the National Agency for Education ( Skolverket ) Sustainable Development, Business Excellence and TQM This research project studies how to combine values and methodologies of sustainable development and business excellence. Definitions and measures of sustainable development are integrated with values of Total Quality Management (TQM) and with global human and environmental stakeholder interests. Requirements, core values, main criteria and different concepts of measures for sustainable development are examined. Existing methods and 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 three dimensions of Economy, Environment and Ethics, representing a modified version of the triple bottom line. The use of indicators for sustainable development in different organizations is examined. The project is carried out by Raine Isaksson and Rickard Garvare and has this academic year resulted in the paper Isaksson & Garvare (2003) and the conference contribution Isaksson & Garvare (2003) The benefit of participating in a quality award process During the last decade a number of quality awards, both on international, national and regional level have been established. These awards have two aims. One is to identify 17

21 successful organisations, which can be a support to other organisations by spreading their methodologies, tools and results. Another one, often mentioned as even more important, is to stimulate and support the participating organisations in their efforts to successfully implement TQM. But is participation really of benefit for all organisations and how do the participating organisations learn from the award process and use the feedback report? This project aims at studying these questions. The studied organisations are all those participating in the Swedish Quality Award since The project is perfomed by Henrik Eriksson, with support by Rickard Garvare and Klara Palmberg, and is part of a co-operation between our division and Stockholm School of Economics and the Swedish Institute for Quality, SIQ. It has partly had financial support by Söderbergs Research Foundation ( Söderbergs Forskningstiftelse ). Another part of the project deals with the benefit of in-company quality awards. Some organisations have started their own in-company quality award with a similar award process as most national awards. That means that a lot of resources are spent on the award process is it really worth that? The results of this project have not been able to show strong evidence proving that the performance of units which have worked with in-company quality awards, but have not yet successfully implemented TQM, are affected by this work. However, such units experience that working with in-company quality awards has positive effects on the customers as well as on the employees. Henrik Eriksson is carrying out this project with support by Klara Palmberg. The project has had some financial support from the Swedish National Road Administration ( Vägverket ) and the Swedish Institute for Quality (SIQ). Results are published in the papers Eriksson (2003) and Eriksson (2004), the conference paper Klefsjö & Eriksson (2003) and the doctoral thesis by Henrik Eriksson (see Section 3X) 4.3 Quality Management in Small Organizations Total Quality Management in small enterprises aspects of implementation and performance Total Quality Management (TQM) is an important management philosophy, which supports the organisations in their efforts to obtain satisfied customers. However, there exist many failed or badly performed implementation processes of TQM. This is a problematic phenomenon, which negatively affects organisations, irrespectively of size, in their development towards business excellence and ultimately survival in a competitive environment. This project concerns implementation and use of TQM in small organisations. The role and contribution, which small organisations make to the economy, has become widely recognized. In this project, two multiple-case studies have been conducted in order to describe experiences from implementing and working with TQM. These multiple-case studies have been conducted by studying quality award recipients among small organisations. The analysis of these organisations indicates that some of the core values of TQM, which are often described as the basis of TQM, are more adequate than others when initiating the quality development work. The results also point out how small TQM organisations organise their quality activities and what their actual quality related work constitutes. In addition, the studies also visualize the importance of committed management and co-workers in order to accomplish the substantial organisational 18

22 change that is necessary in order to implement TQM. The experiences from the successful implementation processes emerge in an overarching tentative implementtation model consisting of three phases. The project has been carried out during five years within the framework of the Small Business Academy ( Småföretagsakademin ) at Luleå University of Technology, by Jonas Hansson and has earlier had financial support from SIQ, the Swedish Institute for Quality, and Sparbankstiftelsen, Norrbotten. During this year also Klara Palmberg has been involved in the project. The project has this academic year resulted in the papers Hansson et al. (2003) and Hansson (2004). 4.4 Reliability and Maintenance of Systems Continuous Improvements of Complex Technical Systems A paramount part of quality management is continuous improvements, which often are responses to changed stakeholder requirements. An approach to manage dynamic stakeholder requirements is Requirements Management, which encompasses methodologies and tools for the management of changing stakeholder requirements. One approach to improve the reliability and safety of a critical system, and also to minimise the combined cost of operation and support throughout the life cycle of the system, is Health Management, which encompasses methodologies and tools for the management of the health, or condition, of a system. The purpose of the research is to explore the management of dynamic stakeholder requirements and necessary improvements of the technical system of interest. The result of the research will be 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 of complex technical systems, in the context of dynamic stakeholder requirements. The research is carried out within the frame of The Centre for Dependability and Maintenance, in co-operation with Saab Aerospace. From our division Peter Söderholm has been involved in the research that is financially supported by the National Aeronautics Research Program, NFFP ( Nationellt Flygtekniskt Forskningsprogram ), project number NFFP The project has during this year resulted in the paper Söderholm (2004) and the licentiate thesis by Peter Söderholm presented in Section Maintenance Related Risks The global competition among companies has led to higher demands on quality of both products and production systems. Maintenance is often performed to ensure dependability. In Sweden there exist regulations, to some extent, covering maintenance and operation of technical systems. The purpose of these regulations is to reduce the risk for humans, environment and property. Still, many accidents occur in connection with maintenance. A general description of the maintenance process is needed to highlight and pinpoint the activities involved in the maintenance work. Contracted maintenance, or outsourced maintenance, is today a common way of organising the maintenance in production systems. However, this implies higher demands on the systematic risk management and the need for prioritised requirements in the maintenance contract writing. The aim of this project is to study different effects of outsourced maintenance. The empirical research has so far focused on 19

23 incident reports and accident investigations from a number of different train derailments and collisions at the Swedish State Railways, which are studied with respect to possible maintenance related causes and corresponding effects. The project is financially supported by the Swedish National Rail Administration the Northern Region ( Banverket Norra Banregionen ) and is carried out by Mattias Holmgren. Results from the project have resulted in the licentiate thesis by Mattias Holmgren (see Section 3) and a submitted paper. 4.5 Corporate Environmental Management Environmental Effects of Environmental Management Systems Many organizations all over the world have implemented standardized environmental management systems (EMSs) in order to systematically manage the environmental effects of the organizations activities. Most EMSs are based on the international standard ISO or the EU regulation EMAS, introduced in 1996 and 1993, respectively. Since most EMSs have only been in function for a relatively short period of time it is hard to draw conclusions about the efficiency of the systems. However, a few attempts on analysing the effects of EMSs have been carried. The aim of this project is to further increase the knowledge about the effects of EMSs, especially the environmental effects. The project is carried out by Elisabeth Schylander and has this year resulted in the conference paper Schylander (2004), the paper Schylander (2004) and two submitted articles 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 environmental indicators and establishment and implementation of environmental policy, goals and action plans. EPI is identified as being the most important part of the EMS. Especially the identification and assessment of environmental aspects are crucial to an EMS.The general aim of this project is to contribute to knowledge about the different processes included in EPI. More specifically, the aims are to identify factors of importance for the process of identification and assessment of environmental aspects and to characterise the implementation process of environmental goals. This new knowledge constitutes the basis for development of new methods within EPI. The project is carried out by Thomas Zobel and has this year resulted in the article Zobel & Burman (2004). 4.6 Some Other Projects 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 a 20

24 peripheral area, often not suitable for mass tourism, it is of great 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 main purpose of this study 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 research. The focus is on adventure tourism. The project is carried out by Anna-Karin Kvist within the Research School Östra Norrbotten ( Forskarskola Östra Norrbotten ), which is a collaboration between the four municipalities 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. 5. Courses 5.1 Postgraduate Courses Bengt Klefsjö has been responsible for a postgraduate course in Dissertations, 5 points. In that continuous course one dissertation is scrutinised about every three months. The number of students following the course varies from one year to another. Bengt Klefsjö has been responsible for a postgraduate course in Scientific writing, 1 point. In this continuous course papers written by members of our staff and intended for scientific publication or scientific conferences are scrutinised. Bengt Klefsjö has been responsible for a postgraduate course in Oral presentation, 3 points. In this course conference presentations and other types of oral presentations are discussed and practiced. Also technical support for presentations is discussed. Bengt Klefsjö has been responsible for a postgraduate course in Quality strategies, 5 points. Five people followed and passed the course. 5.2 Undergraduate Courses The division has been responsible for several different undergraduate courses. People from the division have been involved in the following courses. Programmes for Engineers: IEK201 IEK202 IEK203 IEK204 IEK205 IEK206 IEK208 IEK215 IEK209 IEK210 IEK250 IEK251 Quality Management, Introductory course, 5 p Operative Quality Management, 5 p Design of Experiments, 5p Customer Focused Product Development, 5 p Project in Quality Management, 5 p Reliability and Maintenance, 5p Quality Management, 5p Statistical Process Control and Six Sigma, 5 p Environmental Management, 5 p Environmental Management Systems, 5 p Project: Simplified Environmental Management Systems, 5 p Quality Management, Advanced course, 5 p 21

25 IEK252 Sustainable Management, 5p IEK253 Life Cycle Assessment, 5 p IEK254 Environmental and Quality Auditing, 5 p IEK299 Thesis: Quality Engineering, 10 p IEK099 Thesis: Quality Management, 20 p IEK320 Quality Management Introduction course on distance, 5 p IEK322 Basic Quality Management on distance, 10 p IEK 099 Thesis, Quality Management, 20 p 6. Meetings and Conferences 6.1 Conferences Organized by the Division Our traditional Conference on Quality & Environmetal Management ( Konferens för kvalitets- & miljöledning ), September 18, 2003 Almost 300 people attended our Quality and Environmental Management Conference ( Kvalitets- & miljöledningskonferens ), which was traditionally organised by the division the third thursday in September The theme was Ways of working and tools contributing to sustainable development ( Arbetssätt och verktyg som bidrar till hållbar samhällsutveckling ). Ulrika Hellsten, SSAB Tunnplåt, and Bengt Klefsjö jointly chaired the conference. Margot Wallström, Environmental Commissioner, EU, opened the conference via a talk (read by Jan-Ola Burman) about the importance of working with the environmental management issues on a global basis. Torbjörn Brorson, Environmental Manager at Trelleborg AB and Adjunct Professor ( adjungerad professor ) at the University of Lund, talked about Environmental Management a tool in the work towards sustainable development ( Miljöledning ett verktyg i arbetet mot hållbar utveckling ). Mats Birgersson, chairman at Fresh AB, Gemla, gave a talk about Healthier management, venture management ( Friskare ledarskap, våga leda ). Anitra Steen, CEO at Systembolaget, talked about From public authority to customer oriented company with a social responsibility ( Från myndighet till kundorienterat bolag med socialt ansvar ). Mats Bojestig, Manager at the Medicine Clinic, Höglandssjukhuset, Eksjö, that got the quality award Swedish Health and Medical Service 2002, gave a talk about Esther a customer oriented system development ( Esther en kundorienterad systemutveckling ). Marianne Dicander Alexandersson, CEO Kronans Droghandel, Härryda, talked about Quality oriented management what does that imply in practice? ( Kvalitetsorienterat ledarskap vad innebär det i praktiken ) Martin Ivert, CEO, and Anders Furbeck, Quality and Information Manager, LKAB, talked about Quality a survival issue ( Kvalitet en överlevnadsfråga ). Thomas Karlsson, Senior Vice President, Scania Powertrain Production, Södertälje, gave a talk about Scania s core values constitute the basis for successful methods and good results ( Scanias kärnvärden utgör basen för framgångsrika metoder och goda resultat ) 22

26 Figure 14. Almost 300 people (lower left) attended our traditional conference on September 18, Among the speakers were Anitra Steen, CEO Systembolaget (upper left), Marianne Dicander Alexanderson, CEO Kronans Droghandel (upper right), Martin Ivert, CEO LKAB (middle left) and Mats Birgersson, chairman at Fresh AB Gemla (middle right) and Mats Bojestig, manager at the Medicine Clinic, Höglandssjukhuset Eksjö (lower right). (Photo: Rickard Garvare.) 6.2 Attendance at Conferences Jonas Hansson attended the Sixth QMOD Conference, Paris, October 1-2, Bengt Klefsjö attended as invited speaker the Ninth International Conference on ISO 9000 and TQM, Bangkok, April 5-7,

27 Klara Palmberg och Karin Schön attended the conference Winning Leadership ( Vinnande Ledarskap ) organized by The Swedish Institute for Quality, SIQ, in Gothenburg, Sweden, February 3-4, Elisabeth Schylander attended the conference Corporate Social Responsibility and Environmental Management, in Nottingham, UK, June 28-29, Contributions to Conferences Jonas Hansson gave a talk entitled Quality Management is profitable ( Kvalitetsarbete lönar sig ) the conference Future, success & advantage ( Framtid, framgång & försprång ) organised by Mid-Sweden University and ALMI Jämtland in Östersund, May 15, Jonas Hansson gave a talk entitled Organizational change by means of Quality Management effects on performance at the Sixth QMOD Conference, Paris, October 1-2, Raine Isaksson gave a talk entitled Drivers, enablers and barriers towards sustainable organizational performance at the Sixth QMOD Conference, Paris, October 1-2, Bengt Klefsjö gave a talk entitled What is the value of participating in a quality award process? at the Ninth International Conference on TQM and ISO 9000, Bangkok, April 5-7, Elisabeth Schylander gave a talk entitled Is EMS a tool that promotes Environmental Sustainability? - How organizations establish and fulfil their environmental targets in order to reduce environmental impact at the conference Corporate Social Responsibility and Environmental Management, in Nottingham, UK, June 28-29, Other Oral Presentations Görgen Edenhagen and Bengt Klefsjö were responsible for lectures related to quality issues one day within a course for company purchasers from thee two counties Norrbotten and Västerbotten in Skellefteå March 18, Maria Fredriksson and Bengt Klefsjö gave talks within a session entitled Progressive societal devlopment and growth ( Offensiv samhällsutveckling och tillväxt ) October 9 at the Quality Conference Kvalitetsmässan in Gothenburg October 7-9, Bengt Klefsjö gave a seminar on Total Quality Management values, methodologies and tools ( offensiv kvalitetsutveckling värderingar, arbetssätt och verktyg ) dealing with TQM and Six Sigma at ABB Robotics February 11, Bengt Klefsjö gave 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 ) at Luleå University of Technology May 13, Bengt Klefsjö gave a lecture entitled My virew on Quality Management values, methodologies and tools ( Min syn på kvalitetsutveckling värderingar, arbetssätt och verktyg ) to people from AB Transport and Logistics at their ATL-day at Piteå Havsbad May 15,

28 Bengt Klefsjö gave a talk entitled Courses on dissertations, scientific writing and pie seminar a mixture that gives structure to PhD studies ( Avhandlingskurs, vetenskapligt artikelskrivande och pajseminarier en mix som ger struktur åt forskarutbildningen ) at an internal conference on knowledge building ( Kunskapsbyggarkonferens ) at Luleå University of Technology. 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 Sunderbyns Folkhögskola, November 6, Bengt Klefsjö participated in discussions about Meeting places within tourism ( Mötesplatsen uppgifter inom turism och besöksnäring ) October 10 at Nolia in Piteå at Nolias Höstmässa October 9-10, Bengt Klefsjö gave lectures within a European Master Business Administration programme for Russian managers organised by Stockholm School of Business ( Handelshögskolan i Stockholm ) at Wijks kursgård in Lidingö, May 21-22, Elisabeth Schylander gave a talk entitled Environmental effects and organizational experiences of EMS, May at The Swedish Environmental Management Council in Stockholm at the seminar serie EcoForum Baltica WP3. 7. Reports and Published Papers 7.1 International Journals or Books Backlund, F. & Akersten, P-A. (2003). RCM introduction: process and requirements management aspects. Journal of Quality in Maintenance Engineering, 9:3, 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, Hubele, N.F. & Vännman, K. (2004). The effect of pooled and unpooled variance estimators on C pm when using sub-samples. Journal of Quality Technology, 36:2, Harnesk, R. (2004). Partnership with internal customers a way to achieve increased commitment. The TQM Magazine, 16:1, Fredriksson, M. (2004). Experienced effects from applying TQM in societal improvement work in a Swedish community. The TQM Magazine, 16:1, Bäckström, M. & Wiklund, H. (2004). QFD as a Tool to Improve Quality Control in a Complex Manufacturing Environment, Journal of Asian Quality, Vol.5, No.1, Eriksson, H. (2003). Experiences from working with in-company quality awards: a case study. The TQM Magazine, 15:6, Hansson, J., Backlund, F. & Lycke, L. (2003). Managing the commitment: increasing the odds for successful implementation of TQM, TPM or RCM. International Journal of Quality & Reliability Management, 20:9, Isaksson, R. & Garvare, R. (2003). Measuring sustainable development using process models. Managerial Auditing Journal, 18:8, Zobel, T. & Burman, J-O. (2004). Factors of importance in identification and assessment of environmental aspects in an EMS context: experiences in Swedish organisations. Journal of Cleaner Production. Vol. 12, No 1,

29 Figure 15. The paper A core value model for implementing total Quality Management in small organisations written by Jonas Hanson and Bengt Klefsjö was awarded as the best paper published in 2003 in The TQM Magazine. 7.2 International Conference Proceedings Klefsjö, B. & Eriksson, H. (2004). What is the value of participating in a quality award process? Proceedings of the Ninth International Conference on TQM and ISO 9000, Bangkok, April 5-7, Ljungström, M. (2004). A model for starting up continuous improvements and work development Proceedings from One world? One view of Operations Management? The Challenges of Integrating Research and Practice, Villa Erba, Cernobbio, Como Lake i Italien juni. Hansson, J. (2003). Organizational change by means of Quality Management effects on performance. Proceedings of the Sixth QMOD Conference, Paris, October 1-2. Isaksson, R. & Garvare, R. (2003). Drivers, enablers and barriers towards sustainable organizational performance. Proceedings of the Sixth QMOD Conference, Paris, October 1-2. Edenhagen, G., Bäckström, I., Schön, L. & Wiklund, H. (2004). Improving continuing education through institutional co-operation a Swedish case study. Proceedings of the Ninth World Conference on Continuing Education, Tokyo, May 15-20, Bäckström, M. & Wiklund, H. (2003). QFD as a Tool to Improve Quality Control in a Complex Manufacturing Environment. Proceedings of QMOD, CD-ROM, Paris. Wiklund, H. & Sandvik Wiklund, P. (2003). Increased Focus on Results and Control Instead of Processes and Enhancement - Its Impact on TQM in Higher Education. Proceedings of QMOD, CD-ROM, Paris. Schylander, E. (2004). Is EMS a tool that promotes Environmental Sustainability? - How organizations establish and fulfil their environmental targets in order to reduce environmental impact. Proceedings from the conference Corporate Social Responsibility and Environmental Management. Nottingham, UK. June 28-29, 2004,

30 7.3 Other Published Documents Bäckström, I. & Harnesk, R. & Schön, K. (2004). Empiriskt underlag till forskningsrapporten Hur framgångsrika organisationer uppnår hållbar hälsa. Research Report 2004: 4. Division for Quality & Environmental Management, Luleå University of Technology. Bäckström, I. & Harnesk, R. & Schön, K. (2004). How successful organizations achieve sustainable health A case study. Research Report 2004: 5. Division for Quality & Environmental Management, Luleå University of Technology. Eriksson, H. (2004). Is it profitable to apply for a quality award? ( Är det lönsamt att söka kvalitetsutmärkelser? ) Kvalitetsmagasinet, 2004:1, Fredriksson, M. (2003). Evaluation of Seskarö future phase II Growth Phase ( Utvärdering av samhällsutvecklingsprojektet Seskarö framtid fas II Tillväxtfasen ). Research Report 2003:3, Division for Quality & Environmental Management, Luleå University of Technology. Fredriksson, M. (2003). Local societal development in Åseda and Seskarö two investigations of the inhabitants views. ( Lokal samhällsutveckling i Åseda och Seskarö två undersökningar av invånarnas uppfattningar ) Research Report 2003:8, Division for Quality & Environmental Management, Luleå University of Technology. Klefsjö, B. & Sandholm, L. (2004). Joseph Juran the first fourty years ( Joseph Juran de första fyrtio åren ). Kvalitetsmagasinet, 2004:1, Klefsjö, B. & Sandholm, L. (2004). Joseph Juran Deming, Juran and the Japanese wonder. ( Joseph Juran Deming, Juran och det japanska undret. ) Kvalitetsmagasinet, 2004:2, Klefsjö, B. & Sandholm, L. (2004). Jospeh Juran the years as consultant and world influencer ( Joseph Juran åren som konsult och världspåverkare. ) Kvalitetsmagasinet, 2004:3, Schylander, E. (2004). Environmental Management Systems give positive influence to the environment. ( Miljöledningssystem ger positivt miljöarbete. ) Miljö & Utveckling, 2004:1, Garvare, R. (2003). Proceess Management in small organisations help or hindrance? ( Processorientering i mindre företag stöd eller hinder? ) Kvalitetsmagasinet, 2003:4, Burman, J-O. & Klefsjö, B. (2003). Co-operation for a sustainable society ( Samverkan för ett hållbart samhälle. ) Miljö & Utveckling, 2003:4, 29. Klefsjö, B. (2003). From quality management to sustainable society research profile at Luleå University of Technology ( Från kvalitetsutveckling till hållbar samhällsutveckling forskningsprofil vid Luleå tekniska universitet. ) Kundorienterat, 2003:3, 6. Wiklund, H. (2003). A new type of management ( Snart kommer sofflock management ). Kvalitetsmagasinet, Vol.14, No MSc. Theses Pekkala, J. (2003). Statistisk processtyrning och duglighetsstudier för korta produktionsserier. 2003:257CIV. Supervisor: Henrik Eriksson. Israelsson, J. (2003). Vägen mot noll fel till kund. 2003:284CIV. Supervisor: Karin Schön. 27

31 Eurenius, P. (2003). Metod för mätosäkerhetsanalys av koordinatmätmaskiner. 2003:290 CIV: Supervisor: Bjarne Bergquist. Tornberg, A. (2003). Statistisk processtyrning vid Ferruform. 2003:297CIV. Supervisor: Henrik Eriksson. Eriksson, R. (2003). Förutsättningar för balanserade styrkort i ett litet företag. 2003:330 CIV. Supervisor: Rickard Garvare Oghazi, P. & Österberg, J. (2004). Mätmetod för kundtillfredsställelse. 2004: 039 CIV. Supervisor: Henrik Eriksson. Södergrann U. (2004). Rekommenderade arbetssätt och verktyg för Tekniska förvaltningens offensiva kvalitetsarbete 2004:017 CIV. Supervisor: Magnus Svensson. Martinsson, Å. (2004). Kartläggning av chokladpulverspridning. 2004:039CIV. Supervisor: Maria Fredriksson. Forsell, M. (2004). Förbättringsarbetet med stöd av Sex Sigma-metoden DMAIC. 2004:040CIV. Supervisor: Karin Schön. Andersson, I. & Myrén, E. (2004). Arbetsutformning med syfte att skapa lärande och kvalitet. 2004:041CIV. Supervisor: Roland Harnesk.. Andersson, D. & Hedlund, J. (2004). Utvärdering av Sex Sigma vid ABB Robotics: med rekommendation för införande och framtida tillämpning. 2004:064CIV. Supervisor: Bjarne Bergquist. Lennartsson, M. & Vanhatalo, E. (2004). Evaluation of possible Six Sigma implementation including a DMAIC project. A case study at the Cage Factory, SKF Sweden AB. 2004:070CIV. Supervisor: Karin Schön. Brickman, A. (2004). Duglighetsstudie: en fallstudie på SSAB Tunnplåt AB i Borlänge. 2004:078 CIV. Supervisor: Bjarne Bergquist. Frisk, H. & Holmström, L.(2004). Kassationsreducering: en tillämpning av arbetssättet DMAIC vid dörrkupétillverkningen på Electrolux. 2004:080CIV. Supervisor: Ricakrd Garvare. Sieurin, E. Åhman, M. (2004). Analys och värdering av miljöledningssystemets nytta och bidrag till miljöförbättring 2004:080 CIV. Supervisor: Elisabeth Schylander Lindgren, S & Wreder, Å. (2004). Analys av kvalitetssäkringsarbetet vid Scania Transmission i Södertälje 2004:112 CIV. Supervisor: Görgen Edenhagen Liljeqvist, H. & Rehnberg, K. (2004). How to Improve the Strength in Jackscrews by use Six Sigma 2004:133 CIV. Supervisor: Maria Fredriksson Larsson, J. (2004). Ledarskap för hållbar hälsa en fallstudie på Roxtec International AB 2004:136. CIV. Supervisor: Roland Harnesk. Wincent, P. (2004). Balanced scorecard i ett nystartat företag. Supervisor: Görgen Edenhagen Olsson, T. (2004). Integrering av ISO i befintligt kvalitets- och miljöledningssystem. 2004:182 CIV. Supervisor: Jan-Ola Burman & Jennie Persson. Johansson, H. (2004). Lean Six Sigma hos Sandvik Materials Technology. 2004:184 CIV. Supervisor: Görgen Edenhagen Elgesjö, A. (2004). Balanserade styrkort: förutsättningar för införande vid Stora Enso Kvarnsveden AB. 2004:192 CIV. Supervisor: Bjarne Bergquist. Wallebro, M. (2004). Extern kundtillfredställelse en undersökning av hur ett supportstöd, för Internettjänster, bör utformas utifrån kundens behov. 2004:227 CIV. Supervisor: Magnus Svensson. Dagerholm, C. & Schönfeldt, M. (2004). Kvalitetsförbättring av reservdelsinformation. 2004:232 CIV. Supervisor: Rickard Garvare. 28

32 8. Other Activities Bjarne Bergquist has been involved in the establishment of the arena Systems of the future ( framtidens system ) at Luleå University of Technology. Bjarne Bergquist and Rickard Garvare have attended the leadership course offered by Luleå University of Technology. Jan-Ola Burman has been head teacher in the course Mining and the Environment organized by Centek and financed by Swedish International Development Agency (SIDA) during six half days in the period of September 22 to October 17. The 25 participants had back ground in mining industries and environmental authorities in developing countries. Jan-Ola Burman has been supervisor for implementation of environmental management at Luleå University of Technology. Jan-Ola Burman participated at the EU exhibition Science and Cyber at Arcus Luleå November 6-7. He also presented a paper and a poster on Establishment of research within environmental & quality management ( Etablering av forskning i miljö- och kvalitetsmanagement ) at that exhibition. Jan-Ola Burman worked as facilitator during workshop on Environmental Management for Small Scale Mining in Southern Africa in Dar es Saalam, Tanzania November 17-21, Jan-Ola Burman was member of the committee of the doctoral thesis Do standardized environmental systems lead to reduced environmental impacts? written and defended by Jonas Ammenberg at University of Linköping. Maria Fredriksson is a member of the Women Graduate School ( Kvinnliga Forskarskolan ) at Luleå University of Technology since September 1, In the Graduate School the students participate jointly in different courses, e.g., Leadership and Personal development. Figure 16. Jan-Ola Burman participated as facilitator during a workshop on for Small Scale Mining in Dar es Saalam, Tanzania, November 17-21, Here are two pictures taken illustrating small scale mining in Tanzania. (Photo: Jan-Ola Burman) Rickard Garvare has been involved as project leader in the project PEN, Platform Entreprenourship North ("Plattform Entreprenörskap i Norr") financially supported by EU. Rickard Garvare acted as opponent at a scientific paper at the Research Day with the PEN project at Skeria October 3, Rickard Garvare has been project leader for the work at our division with implementing a management system related to quality and environmental issues. 29

33 Rickard Garvare has participated in course in video editing for teachers giving course on distance (VIND). Rickard Garvare is a member of the project group working with the PEN Programme, a co-operation between Umeå University and Small Business Academy ( Småföretagsakademien ) at Luleå University of Technology. Roland Harnesk and Magnus Svensson has been members of the Graduate School of Learning ( Arena Lärandes Forskarskola ) at Luleå University of Technology since September Roland Harnesk and Magnus Svensson have participated in a group of Ph.Dstudents within the Graduate School of Learning ( Arena Lärandes Forskarskola at Luleå University of Technology) that arranged the seminar co-working or counteracting ( Medarbetare eller motarbetare ) in may 18 th 2004 Bengt Klefsjö acted as convenor and chairman at the Ninth International Conference on ISO 900 and TQM in Bangkok April 5-7. Bengt Klefsjö was member of the technical committee at the Ninth International Conference on ISO 900 and TQM in Bangkok April 5-7. Bengt Klefsjö is a member of the International Programme Committee at the Ninth ISSAT International Conference on Reliability and Quality in Design in Anaheim, Las Vegas, Nevada, August 5-7, 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 has reviewed books in the magazine Quality Progress published by ASQ. Bengt Klefsjö has been a referee for Journal of Statistical Planning and Inference, IEEE Transactions on Reliability (twice), The TQM Magazine, the SAM/IFSAM Congress Proceedings. Bengt Klefsjö is a member of the Editorial Board of Kvalitetsmagasinet, the only Swedish magazine on quality. Bengt Klefsjö has 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 been engaged as an international panel expert in The World Competitiveness Yearbook Bengt Klefsjö is a member of the Scientific Council ( Vetenskapliga rådet ) at SIQ, The Swedish Institute for Quality. Bengt Klefsjö is a member of the judge committee of the Swedish Quality Award all the time since the start of the award in Anna-Karin Kvist participated in CAES post-graduate course on Iceland Tourism in the North Environmental and cultural aspects and gave a presentation August 8-22, Anna-Karin Kvist gave information to teachers and pupils in Överkalix October 14, 2003, in Kalix January 27, 2004, and in Haparanda March 10, Anna-Karin Kvist participated in a tourism seminar organised at Luleå University of Technology. 30

34 Anna-Karin Kvist participated in a meeting for the Advisory Board of Research Station Eastern Norrbotten at Svensk-Finska Folkhögskolan in Haparanda March 9, 2004 and presented her research project. Anna-Karin Kvist participated in a seminar at Eastern Norrbotten at Svensk-Finska Folkhögskolan in Haparanda March 9, 2004 and presented her research project to tourism companies and people from the region. Anna-Karin Kvist presented together with Ossi Pesämaa the toursim research activities within Research Station Eastern Norrbotten ( Forskarstation Östra Norrbotten ) to pupils and teachers from Älvsbyn at Luleå University of Technology, May 28, Anna-Karin Kvist and Bengt Klefsjö presented her research project to a delegation from Universitat de les Illes Balears, at Luleå University of Technology, June 7, Anna-Karin Kvist has been engaged in the organization of Ph.D-students ( doktorandsektionen ) at Luleå University of Technology. Jennie Persson has been responsible for a project aiming at implementation of an Environmental Management System at Luleå University of Technology. Elisabeth Schylander participated in the Swedish Environmental Management Research Network at the third meeting at IVL in Stockholm, October 8, Magnus Svensson has represented the organization for Ph.D-students in Luleå (Doktoranderna) in the foundation Seth M. Kempes stipendiefond. 9. Seminars given at the Division Michael Nilsson, consultant at Paragon in Luleå, gave a talk on Quality and environmental management from the perspective of management systems ( Kvalitets- & miljöledning ur ett verksamhetsledningsperspektiv ) October 3, Kurt Falk, Volvo Cars AB, gave a talk about Customer focused product development at Volvo ( Kundfokuserad produktutveckling på Volvo ) October 5, Jan Rohlen, Varians AB, gave a talk on Use of statistics in Swedish industry ( Statistikanvändning i svensk industri ) November 26, Michael Nilsson, consultant at Paragon in Luleå, gave a talk entitled Experiences from implementation of ISO ( Erfarenheter av införande av ISO ) September 29, Philip Woodehouse, environmental manager at Goldfields Ltd i South Africa, gave a talk on Implementation of ISO at Driefontein operations October 3, Per-Olof Egnell, process manager at innovation system Norrsken at Luleå University of Technology, gave a talk on Process management views, strategies and experiences ( Processorientering - synsätt, strategier och erfarenheter ) November 21, Ulrika Hellsten, quality manager at SSAB in Luleå, gave a talk entitled The view of quality and environmental management at SSAB ( kvalitets- & miljöledning på SSAB ) November 28, Jonna Andersson, SSAB Tunnplåt, gave a talk on Experiences from work with auditing of Integrated Management Systems ( Erfarenheter från revision av integrerade ledningssystem ), December 2, Jafar Jafari, professor at University of Wisconsin-Stout, USA, gave a seminar entitled Challenges for the tourism industry in Northern Sweden for participants from tourism companies, tourism organisations and politicians at a seminar held as Luleå University of Technology December 11,

35 Ebbe Skarin, The Swedish Institute for Quality and earlier responsible for Six Sigma implementation at Volvo, gave a talk on Six Sigma a methodology to improve processes ( Sex Sigma ett arbetssätt för att förbättra processer ) December 16, Mattias Persson and Peter Johansson, students at Luleå University of Technology gave a talk as feedback of their attendance at the conference Winning Leadership ( Vinnande Ledarskap ) February 24, Rick Edgeman, professor at University of Maryland, USA, gave a seminar entitled Six Sigma Integration - Quality & Statistical Strategy for Innovation and Design, June 1, Douglas Hensler, professor at University of Colorado, USA, gave a seminar entitled Beyond Deming, June 3, Figure 17. Professor Douglas Hensler, University of Colorado, USA (to the left) and professor Jafar Jafari, University of Wisconsin-Stout, USA, during their stays at our division. (Photo: Bengt Klefsjö) 10. Guests at the Division Jafar Jafari, professor at University of Wisconsin-Stout, USA, visited us December 8-December 12, He gave a PhD course on "Sociocultural Systems of tourism" for the PhD students within Research Station Eastern Norrbotten ( Forskarstation Östra Norrbotten ). Jens Dahlgaard, professor at Linköping University visited our division, June 1-2, Rick L. Edgeman, professor at the University of Maryland, USA visited our division May 27 to June 2, Douglas Hensler, professor at University of Colorado, visited our division May 31 to June 6,