Uppsatsen handlar om hur företag hanterar missnöjda kunder, vilket i teorin benämns service recovery. Uppsatsen behandlar ett företag som sedan mindre än ett år tillbaka är en sammanslagning av fyra olika varumärken. Syftet med uppsatsen är att kartlägga hur fallföretaget hanterar missnöjda kunder samt att undersöka möjligheter till förbättringar. Uppsatsen bygger på teorier om service recovery skrivna av Grönroos, Bowen, Hart, Spreng och Best. Avsikten med uppsatsen är att skriva en plan för hur företaget kan förbättra sitt hanterande av missnöjda kunder.

To Swedes in general and, to hunters in particular, there is a great interest for moose (Alces alces), witch is Sweden?s largest deer species. In the province of Öland (Sweden?s second largest island) the local people show a great interest for the moose existence, both for consumptive (hunting) and non-consumptive use (tourism). This became apparent in 2002 when the moose hunters on Öland voluntary agreed to temporarily postpone the moose hunt on the island.

During thousands of years, reindeer have adapted to living under harsh conditions with large seasonal variations in climate and forage availability. This adaptation implies that body functions and nourishment needs are strongly bound to the season. In the summer the reindeer has to maximize food intake to build up fat and protein reserves for the winter. More than 200 different plant species are included in the reindeer diet, but since reindeer have an unique ability to use the nourishment in lichen, different lichen species make up a large portion of their winter diet in many areas. Fundamental for reindeer husbandry is access to natural grazing during most of the year.

Pain related behaviour in 1.5 year old colts was studied both prior to and following castration. The horses were filmed 24 h prior to surgery and 24 h postoperatively. Parameters, inactive and active behaviours, were recorded in terms of cumulative time observed. Both groups of horses were exercised three times and the gait quality was evaluated. Few differences were observed between the groups.

The centre of attention in this essay is on public-private-partnerships in Swedish city planning. It discusses the phenomenon and tries to identify the problems and possibilities that may appear when private and public actors are trying to work together to plan new cities or parts of cities in a process with network structures. The main questions that is asked is ?what vision for the city can we se, and who's vision is it?? together with the question of where the actual power to make the city plan and the vision can be find. The soon-to-be-built area Ulriksdal in Stockholm were Peab AB and Solna Stad stands as main actors has been chosen to illustrate the possible problems and is analysed from different angles, but the writers intention is also to say something on the matter in general.

The criteria for the gymnasial course in Biotechnics (BI1209) are analysed and a detailed plan of the course is suggested. Course litterature is evaluated..

The representative democracy has become weakened during the last decades. At the same time the United Nations declared at the Rio de Janeiro meeting in 1992 that environmental problems can best be solved by involvement of all concerned citizens in decision-making. The main purpose of this study has been to examine if citizens panels is a possible way to involve citizens in environmental decision-making and what the outcomes can be. Furthermore the study has investigated what the participation has contributed to environmental politics and how representative the results have been. This has been carried out by investigating the Piteåpanel in the municipality of Piteå by conducting interviews.The result of the study shows that the involvement of the citizens in the decision-making influenced the environmental politics of the municipality.

Laminitis is a common but devastating condition, and affected horses are often euthanized or influenced a very long time. Many horses never return to their original capacity. Laminitis is often associated with severe pain and a long time of convalescence. Symthoms includes lameness, hoof hyperthermia, strenghthened digital pulse and pain. The horse often tries to move the body weight away from the forelegs which are often more severly affected than the hindlimbs.

Which general outlines are preferable in the relation between organizations and government? From normative theory and method I throw light upon this question by defining and comparing two different democratic standpoints. The substantial democratic standpoint focuses on political effectiveness and the procedural democratic standpoint focuses on equal representation. The normative discussion aims at comparing how well the different standpoints function in political praxis. Since the ambition is to discuss concrete praxis I have also chosen to analyse an extensive case of interest influence in Swedish politics empirically.

Rapporten handlar om att sätta upp en plan för implementering av ett mer strukturerat underhållsarbete på Valmet ABs gjuteri i Karlstad. Arbetet görs i kursen examensarbete för högskoleingenjörsexamen i maskinteknik på Karlstads universitet under våren 2014.Valmet har nyligen köpt upp gjuteriet på Lamberget i Karlstad. Där är det ett mycket eftersatt underhåll och finns i nuläget inte någon bra struktur på hur de arbetar med underhåll. Underhållsverksamheten är i behov av att systematiseras och integreras i Valmets övriga underhållsorganisation.Syftet med arbetet är således att utarbeta en plan för att strukturera underhållet på Valmets gjuteri i Karlstad.Arbetet är indelat i tre faser.- Nulägesanalys genom dels intervjuer av underhållspersonal samt kartläggning av utrustning- Skapa en målbild över hur man vill arbeta med underhåll, genom studiebesök hos andra liknande verksamheter, diskussioner med ledningen samt litteraturstudier.- Upprättande av plan för hur man ska ta sig dit. Vilka aktiviteter som skall utföras samt i vilken ordning, där bland annat lämpliga mätetal ska tas fram.Arbetet är baserat på metodiken TPM (total productive maintenance), det handlar dock inte om ett fullständigt införande av TPM utan begränsat till valda delar.Utifrån intervjuer med underhållspersonalen på gjuteriet samt observationsstudier och en kartläggning av maskinparken har en nulägesanalys gjorts.

It has become more common for organization to operate a lot of projects at the same time. These projects affect each other, either in way of resources or technical. Projects in a multi-project environment depend and affect each other, and in most cases they rival about resources, decision-makings and priority. To lead a project portfolio with several projects is a major challenge. The most common problems that occur are vague objective, unclear working conditions, resource shortage and problems of priority.

AbstractThe term aftercare is largelyexplained by means of the contextual and ideological conditions for treatmentwhich are to be found in juvenile care facilities. The development of the livesof young people who have been placed in care facilities is dependent ontherapeutic relationships, professional separations, continuing follow-ups andan even transition from control to autonomy. The aim of this study was toexamine the steering mechanisms behind the execution and planning of aftercareat a youth facility for care or residence. The aim was further defined throughthe specification of the following questions: 1. How are the concepts ofresocialisation and aftercare define and delimit? 2.

This bachelor thesis is a study and an evaluation of the planning and implementation of the targeted marketing campaign "Småbarnsföräldern" at a public library. The analysis is based on the following questions:? What goals does the library have with the marketing campaign "Småbarnsföräldern"?? How has the library chosen to plan and implement the marketing campaign "Småbarnsföräldern" and what role have the users had in this process?? What is the internal result of the library?s marketing campaign ? how did the staff experience the marketing campaign "Småbarnsföräldern"?? What is the external result ? how did the target group, the parents of young children, experience the marketing campaign "Småbarnsföräldern"?The method is based on a case study of a single library with a series of interviews and document analysis. The study reveals that it´s difficult to plan a marketing campaign against a target group. The target group, the parents of young children, didn?t observe the marketing campaign, two informants had noticed the poster but didn?t pay much attention to it.

Diabetes mellitus is a metabolic disorder that brings great changes in every individual's way of living. The goal in diabetes treatment is that the individual will be able to live a normal life, with normal length. To achieve this there is need to avoid complications, both acute and long-term. To be able to do this this the patient need knowledge about the illness and how to adjust pharmacological treatment to diet and exercise. In this, patient education is an important part.

Mobbning kan leda till långvariga psykosociala, psykiatriska och psykosomatiska problem och sker vanligtvis under skoltid. Tidigare studier har visat att elever och lärare kan bedöma mobbning olika beroende på mobbningsform. Hur individen bedömer situationer är beroende av en mängd kognitiva processer och synen på vad som är mobbning bidrar till om man ingriper eller inte. En surveyundersökning genomfördes på 268 högstadieelever och 70 lärare. En enkät beskrivande olika mobbningssituationer utformades i syftet att se om det fanns skillnader i dessa gruppers bedömning av olika former av mobbning.