The purpose of this study is to develop and practically evaluate a new approach for the introduction of changes in internal and external processes in a customer front, but with the aim of maintaining or increasing customer perceived quality during insertion. A working model has been developed and is used in a qualitative research in the form of a case study carried out in a customer front, on a customer group in Telia's mobile customer service in Sweden. There is currently little research that has studied the implementation phase.The results of the study show that the designed working model works satisfactorily, but also that it can be developed more. Employees are satisfied and the sale was a positive boost, however, declined the customer experience a little bit. Employees raises questions as leader behavior, confidence in the group ahead, everyone's different circumstances and desire for the individual choice.The biggest challenge for future leaders will be to manage and lead continuous change.

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The purpose of this master?s thesis is to study an electronic reference service from a user perspective. By qualitative interviews with eight students the thesis examines their information behaviour, why and when they use the service, the user?s experiences of the service and the communication with the librarian. The users have all used the Swedish electronic reference service Fråga biblioteket ? Forskningsbibliotek.

This essay is about Swedish government cultural policy.The premise is that cultural policy is a form of welfarepolicy. The welfare state has changed and this affects theconditions for the cultural policy. Welfare is funded andorganized in different parts of society, in three spheres thatcan be said to represent society as a whole. These spheresare the public sphere, the market and the civil society. Theaim is to analyze how the national cultural policy appearedin the 1970s, compared to how it appears today.

Sustainable development has become the ideology of the twentieth first century. As an important concept and as a framework of political action, sustainable development can at this point be considered as the very symbol of a paradigm in the international debate over environmental issues and the threats of Climate change. But what does the concept of sustainability actually suggest? This thesis uses discourse analysis in order to examine the Swedish learning for sustainable development as to three different discourses on the national arena: the government and the municipals of Piteå and Växjö respectively. When the study foremost concerns official policy documents that contain associations with the study area, the methodology used takes into consideration both language, signs, metaphors and so called story lines.

Sustainable development has become the ideology of the twentieth first century. As an important concept and as a framework of political action, sustainable development can at this point be considered as the very symbol of a paradigm in the international debate over environmental issues and the threats of Climate change. But what does the concept of sustainability actually suggest? This thesis uses discourse analysis in order to examine the Swedish learning for sustainable development as to three different discourses on the national arena: the government and the municipals of Piteå and Växjö respectively. When the study foremost concerns official policy documents that contain associations with the study area, the methodology used takes into consideration both language, signs, metaphors and so called story lines.

The purpose of this research is to investigate the group constellation that is, what thoughts, feelings and sensations that arise when students and pupils change groups. The study will also affect students and pupils knowledge of why they should work in groups. Their perceived security will also be something that this study is looking for.The main questions of this study are:How does students and pupils experience the phenomenon of "group replacement"?What is considered to work or not work in the new group formations?The method that is used in this study is based on six qualitative interviews with students and pupils from three different levels of education. The target groups are college and high school students.

Purpose:  The purpose of this paper is that from the physical travel agencies perspective try to see how they perceive their future, knowing that the booking on Internet has increased.Problem: What are the prospects for future development of the physical travel agency? Has the technological development affected the physical travel agency and forced it to change its role and meaning?Method: This paper has a qualitative approach. Interviews have been made with employees on physical travel agencies to try to reach a deeper understanding and thereafter be able to give us an understanding of our problem.Conclusion: The physical travel agency has been given a new role as the employees are no longer seen as sellers but more regarded to as consultants. The travel agency has become more of an information bank than just a shop where travels are being sold. Despite this change, we believe that customers will continue to visit the physical travel agents because of the unique knowledge and services they can provide that Internet not yet can offer.

Background: Change factors have appeared in advertising and customer understanding has grown among companies, which have led to important competitive advantages. Advertising agencies are not the only ones benefiting from this expertise anymore, but companies are starting to thus take clients from advertising agencies. They are also taking intermediaries, such as production, over more and more jobs from advertising agencies. This has led to an even tougher competition in the market and that advertising agencies are losing their jobs. The increased competition in the market, has also led many companies choosing to change its advertising agency, to think in new and changing strategies in the enterprise.

Human rights and solidarity, as well as moral and legal responsibilities to protect people in need of refuge, seem to be principles of secondary importance within international migratory policies today. Instead, the predominant view seems to focus more and more on the protection of territorial borders, the welfare state and national identity. This international change in discourse can also be seen in the political trends of individual states. There are reasons to believe that this is a development that is also perceptible in the political rhetoric that is used in parliamentary debates, which constitute the main focus of this thesis. The aim of this study has therefore been to increase the understanding of this change in migratory policies by analyzing Swedish parliamentary debates between 1975 and 2002, using a theoretical framework focused on two different perspectives on security: First, the Copenhagen School and securitization of migration, and second, human security and human rights.

The purpose of Älvdalens besparingsskog is to develop the district and most of all the forestry in Älvdalen. It's owned by about 2 300 private forest owners who's landed properties are located in Älvdalen. Every year the besparingsskogen gives out a lot of its profit in form different types of subsidies for agriculture and forestry. The owners can apply for subsidies for several of the costs that occur in forestry. During the period 2000-2003 the owners are offered forest management plans and pcSKOG-gård at no cost for their private forest properties. The purpose of this master's thesis was to find out if the activity in the forestry changed when the forest owners got new forest management plans and the computer program pcSKOG-gård.

Background: The fierce competetivness that characterize todays market force the companies to differentiate their offerings to a greater extent. The customers do no longer choose their supplier on the attributes of the products alone. Their purchase decisions also depend on the relationship the customers have with their supplier. With new customer channels like the Internet and advanced computer systems companies can increase the value for their customers through a better understanding of the customers needs and preferences. In this way companies can create longterm relationships with their customers.

In order to continue to be competitive in the current industrial climate, producers must increase efficiency at their plants. Several Swedish companies choose to utilise the principles of Lean production. Tour & Andersson AB (TA) has elected to create their own model using Toyota?s productions system which has been named TAPS (Tour & Andersson Production System). Following two years of working with TAPS the company has decided to introduce Total Productive Maintenance (TPM). Most of the work carried out in the maintenance department today is in form of repairs to already faulty equipment.

This Master?s thesis aims to study how the concept ?youth? is understood and used in papers and publications about public libraries, written at The Swedish School of Library and Information Science from 1972 to 2002. It does this by answering three questions: Firstly, how is the concept ?youth? formulated in papers and publications at SSLIS from 1972 - 2002? Secondly, has the concept ?youth? changed in the analysed texts during the chosen time and, if that is the case, what constitutes this change? And, finally, what types of consequences for the understanding of the users can this have for the writers and readers of these texts? Discourse analysis is used to analyze how this concept is constituted, transformed and understood. Among the things studied in the discourse analysis is the interdiscursivity and intertextuality of the texts, as well as the meaning of the word, the wordings and modality of the analysed texts.

This report is focusing upon relining from a client?s point of view. Potential buyers are given a presentation of the different methods available today together with a general briefing describing the process. An important part of this report are the interviews that took place with already established customers. Property owners, managers, pipe cleaners, and project managers whom all been in contact with relining have answered the questions given along with their own thoughts and have also given recommendations of other persons to talk to.