The Nordic School of Quality Management integrates traditional

manufacturing-oriented quality perspectives with the growing literature and

research on the logic of service production. This book is our attempt to

present the current academic quality research on the subject in Sweden,

Denmark, Finland and Norway.

The basic idea behind this book is that both service and traditional quality

concepts, theories, models and empirical results are needed today to

understand and be successful in total quality management. The leaders of

service and product quality in the Nordic countries have been invited to

contribute with a chapter reflecting their current research interests and to

offer an overview of cutting edge knowledge. The result is 15 chapters

covering areas such as health care, services, production, measurement,

ergonomics, customer satisfaction and new product development