Abstract
Purpose: The purpose of this study is to describe the process of co-creating a dialogue model that aims to increase citizen value in a municipality organisation. In addition, the purpose is to present the results from the development process and to evaluate the chosen dialogue model.Methodology/Approach: A dialogue model was developed through a co-creation process with a series of workshops, discussions and interactive tasks. The whole process was carried out in three steps. In the first step, the success factors of a constructive dialogue based on citizen value were identified. In the second step, several dialogue models were developed, tested and evaluated, and one dialogue model was chosen. In the third step, the chosen dialogue model was evaluated.Findings: An evaluation of a real-life use of the dialogue model supports the finding that the process delivers a dialogue model that enables the required prerequisites for constructive dialogues: for example, the opportunity to prepare, to create structured and transparent documentation, and to enable a holistic view of the dialogue model. A co-creation that involved co-workers contributed to developing a dialogue model that could be adapted to the co-workers’ own context.Research Limitation/implication: This study is conducted in a single organization, hence no generalizable conclusions can be made.Originality/Value of paper: Using a co-creative process when developing and realising a dialogue model enhances the possibility of adapting the model to an organisation’s specific context.
Highlights
When organisations try to understand customers and stakeholders, the organisations find the customer and stakeholder needs and expectations to be the most challenging to understand (Westher, 2018)
The workshop started with one-on-one dialogues, and participants used an interview guide inspired by appreciative inquiry with questions that aimed to find the strengths and success factors
The process is not limited to creating dialogue models in performance-based management because the co-creation process can be used for other key topics
Summary
When organisations try to understand customers and stakeholders, the organisations find the customer and stakeholder needs and expectations to be the most challenging to understand (Westher, 2018). After understanding customer needs and expectations, the organisation must be managed to fulfil these. This process demands knowledge about customers and the capacity to develop organisations in line with customer demands. Creating customer value is considered the most valuable aspect of organisations (Oh, 1999) and is considered the source of other values in an organisation (Hammer, 1996). Customers can be found in all organisations, even though some organisations do not refer to them as customers (Bäckström, 2009)
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