Kunden i centrum : En avgörande kvalitetsprincip

Sammanfattning: This study aims to use the quality principle: Customer Focus, based from the concept of Total Quality Management, as a base for an empirical study. The chosen organization that has been the subject of the study is GotlandsHem AB, the largest housing agent on Gotland island. The study has been carried out as a project and has been based on a preliminary study that was previously carried out in the spring, 2019. The preliminary study showed seven problem areas within the organization, one of which was chosen to be the focus of the project. The problem area has been named Customer Perspective and deals with which perspectives GotlandsHem uses today as a basis for the daily activities. A crucial principle that many companies today are trying to maintain, is the quality principle: Customer Focus. The purpose of this study is to investigate and evaluate which principles related to their customers, GotlandsHem uses today. The purpose also includes how the company can use Customer Focus to better understand how they can use their own principles to control their daily work and affect Customer Satisfaction. The design for the study is qualitative with a deductive approach. The study design for the study is a case study and the data collection method used is semi-structured interviews. The study is based on several theoretical concepts: Customer, Customer Satisfaction, TQM, Quality, and Customer Focus. The theoretical background also deals with measurement of Customer Satisfaction and Quality.The result showed that there are different perceptions about whether GotlandsHem works according to the quality principle: Customer Focus. It also revealed the current principles GotlandsHem works according by today.   Key words: customer, customer focus, customer satisfaction, principle, total quality management