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Introduction: The case study was conducted at the non-profit housing company AB GotlandsHem. The purpose of the study is to increase knowledge about working methods and processes in GotlandsHems property system and provide suggestions for possible measures for development and implementation suggestions. Problem description: Knowledge, information and understanding of the property system is lacking to get a consensus on working methods and processes, but also where instructions are and who is responsible in the property system. This may be due to the fact that GotlandsHem worked to introduce a process approach in the organisation. Theory: In order to gain an understanding of the current situation, the theoretical starting point of the study has been offensive quality development and processes. Management systems, roles and responsibilities as well as instructions have been used to highlight opportunities for increasing knowledge about working methods and processes. Method: The study follows a qualitative research design. Total Quality Management was used to attack the problem area. Surveys, interviews, observations and document collection have been conducted. In the identification of improvement proposals, the tools relationship diagrams, tree diagrams and matrix diagrams have been used. The PDSA cycle has been used as a starting point for further implementation. Results: The results show that there is a lack of knowledge about the property system. Instructions are perceived as incomplete, unclear, incorrect, missing and difficult to find. Responsibilities and roles have a large connection to working methods and processes, which the majority find difficult to find information about. Conclusions: A mapping of the processes could increase the understanding of working methods and processes. Clearly stated responsibility and a clear structure in the management system can solve the problem linked to instructions as well as navigating the intranet. A needs-adapted education plan would mean that everyone gets an introduction. |
