Kvalitetssäkring utifrån ett principal-agentperspektiv inom städbranschen En fallstudie om gemensamma mål på ett städföretag

Abstract

When cleaning public environments, there is a general perception that the quality does not live up to expectations. This is something that is problematic for cleaning companies. One reason for why this problem arises is the fact that in many organizations, it is not the same people who sell the service that performs the cleaning. Therefore, a risk of discrepancy between promised and delivered quality is possible. The purpose of this study has been to investigate how shared goals should be implemented as a way to minimize the difference between promised and delivered quality. This has been done through a case study of a specific company. The purpose has been investigated with the help of Principal Agent Theory and Total Quality Management. The focus on common goals within these theories has been used to analyze the essay's empirics consisting of interviews and a questionnaire. It became clear that the management themselves did not have an explicitly stated shared goal, something that needs to be addressed before shared goals for everyone in the company can become a reality. Another find was that the field staff did not share the management's view that there was a problem regarding the quality of their work. This means that the management, after clearly formulating the goals, must communicate the shortcomings in such a way that the field staff understands. After that, the shared goals can begin to be implemented.