Ärendehantering på allmännyttigt bostadsbolag : En fallstudie på GotlandsHem

Sammanfattning: The case study has been conducted at a public housing company in Sweden GotlandsHem. The purpose of the study is to survey the case management process of the organisation and to obtain a process development plan as well as offer a proposition for implementation. To understand the current case management process the theoretical origin of the study has been made through process theory and total quality management. Earlier research has illustrated the challanges of finding a generic process of case management. The data of the study have been collected through interviews and documented records. Juran´s Problem-Solving Process and the Plan-Do-Study-Act model have been used for the implementation part of the study. The result illustrates the absence of a common working method, with the case management process. The result also present how other public housing companies are working with case management. The analysis presents the current process compared to the theories and which criteria need to be met for a well-functioning process. The current state of the process indicate an absence of a common working method and the perseption of what a case is differs. The process can be developet by seeing case management as an overall process with the definition "A case is when a customer experiences a need for service and contacts GotlandsHem." For the process, a common companywide working method needs to be established.