Med kunden i fokus : Förbättringsarbete inom en av Migrationsverkets förvarsavdelningar

Sammanfattning: Sickness absence in society increases, which implies that organizations must find internal factors in the work that may be contributing factors to this. In an associated pilot study, a lack of structured work towards the organizations objectives was identified as a possible cause for perceived deficiencies of employees in the studied organization. Therefore, an action based research with a deductive approach was chosen for the conduction of this study, based on a study that suggests that work based on the principles of Total quality management creates efficiency while at the same time promoting health in organizations. The purpose of this study has been to identify and enable implementation of identified opportunities for improvement, with the aim of the studied organization achieving set goals. As support, the following questions have been used (1) What does management need to improve in their work so that the organization can achieve set goals? and (2) how can management implement principles of Total quality management in its work for consisting results? Through mainly workshops and observations the results have been collected in order to identify, together with the participants constituted by the department's management, a current situation with improvement opportunities, and a desired location with an associated action plan. With the help of quality technical tools, four basic causes have been identified. These root causes need to be solved in order to then allow changes in structure followed by a supportive culture in order to achieve changed behavior with a focus on original assignment. The root causes identified are: (1) management's lack of knowledge in customer-centered quality work (2) management's priorities, (3) that management does not identify basic causes of problems, and (4) that management does not evaluate their own work in a systematic way. An action plan proposes concrete solutions to the identified root causes to enable implementation. The solution proposals consist in part of a general improvement model with proposals for the development of a relevant toolbox. Furthermore, the solutions consist of management needing to acquire knowledge and at the same time develop learning in order to broaden the scope within which knowledge acquisition takes place, and to evaluate their priorities and create time for tasks that enable behavioral influence. The conclusions are that (1) the management needs to improve work on structure by starting from the original assignment, which needs to be followed by a formal culture that supports the work. When the management has designed culture and structure based on the original assignment, the management can implement a trust-based approach and management (2) The management can implement principles from Total quality management by designing the culture of the organization drawing from these principles. In order to achieve lasting results, a unified design of structure and culture are needed, and in addition that the management must first handle the identified root causes.