Robust change : En modell för processutveckling med fokus på kundvärde, robusthet och förändringsvänlighet

Sammanfattning: The aim of present study was to create greater understanding and knowledge of how an organization, in practice, can achieve robust but at the same time change friendly processes, while maintaining or increasing customer value. The following research questions were answered: How can an organization, in practice, create a common understanding of their actual present situation in terms of robustness and change kindness in their processes? How can an organization, in practice, identify and prioritize areas for improvement that leads to robust but at the same time change friendly processes? The study design was a qualitative case study where a model was tested to examine the research questions. The model is built up on identified customer value, flow mapping extended with narrative networks, and a workshop with problem solving in groups. Results and conclusions showed how an organization in practice could work with the model RobustChange.