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1. 1. Service Process Optimisation in Swedish Public Dental Care

   University essay from IHH, Centre of Logistics and Supply Chain Management; IHH, Företagsekonomi

   Author : Gunita Laursone; Emelie Domeij; [2013]
   Keywords : service processes; business process optimisation BPO ; Total Quality Management TQM ; Business Excellence; European Framework for Quality Management EFQM ; competitive advantage; Swedish public dental care; action research;

   Abstract : Introduction - High volatility (Vergidis, Tiwari & Majeed, 2006) and uncertainty (Eisenhardt, 2002) have increased the unpredictability and competitiveness for all types of businesses (Magal & Word, 2009). As a result, optimisation has become a common practice in the commercial and manufacturing sectors (Rowlands, Antony & Knowles, 2000) to maximally utilise the existing processes and ensure a sustainable and scalable competitive advantage (Antony, 2005). READ MORE