Kunden i en ideell organisation : En fallstudie hos Riksförbundet Sveriges 4H som belyser problematiken med kunddefinierat kvalitetsarbete i ideella organisationer

Sammanfattning: Within the study area for Industrial Technology, there are Quality studies. The concepts of quality and customer are common in these studies of organizations, and the concepts are interconnected since quality is defined as customer satisfaction. In the introduction to the collaboration with Riksförbundet Sveriges 4H, it is discovered that concepts are not used. Therefore, it is interesting to study quality management within 4H based on the people who work within the organisation. The purpose of the study is to explore how people within the non-profit organisation 4H share about quality management today, and their vision for the future as well as to answer the question: who is 4H:s customer? The study also sheds light on the problem of customer-defined quality management in non-profit organisations. In the theory chapter the concept of quality is presented in order to, through its definition and a description of Total Quality Management, move on to a description of the customer concept. After presenting the connection between the two concepts to non-profit organisations, it is concluded that non-profit organisations also only have one customer. With the help of semi-structured interviews and thematic analysis, it is that 4H:s customer is the member. The analysis also presents the themes and sub-themes that summarize the interviewees' statements about quality management in 4H. The conclusions are that quality management in 4H today and in the future can be described within values ​​of Total Quality Management and shows the potential for improvement and a unified vision.