Customer satisfaction is a key aspect for many corporations, among them Exacta Distributionscenter. To raise their customer satisfaction, we have researched ways to raise customer satisfaction through the implementation of an error-handling system and recommendations on how the organization should function in the future. This paper describes how these recommendations and the application has been developed, through help in existing theories. This results in a customer portal with the main purpose to provide help in handling orders with errors, and several routines recommended to Exacta Distributionscenter. .

What is customer satisfaction and when does it occur? Microsoft?s customers and partners state that product quality is the strongest driver for customer satisfaction. To be able to increase customer satisfaction Microsoft must know how their partners and customers define product quality. This study investigates product quality in general terms but also in the context of the product Microsoft Dynamics CRM in addition to experience from some of Microsoft?s customers and partners.

Approximately one third of all patients in primary care have a psychosocial component to their illness that requires adequate professional treatment. However, primary care is insufficiently prepared for these patients. The aim of this case-study was to evaluate a pilot project in primary care offering psychotherapy as a treatment alternative. The data collected includes 1) data from 352 referred patients regarding demographics, diagnosis, treatment duration and pre- and post health status, 2) a patient-satisfaction questionnaire and 3) interviews with six therapists and five medical doctors. The treated patients improved significantly and showed a high degree of satisfaction.

The aim of this thesis is to explore the job satisfaction of librarians and try to nuance stereotypes, which the public has and which still exist in massmedia concerning librarians and their work. The study is qualitative and based mainly on semistructured interviews with ten libraries born between 1937s and 1973s of which eight are women and two men. Furthermore, I have divided them into two groups according to age in order to see if there are differencies between the older and the younger concerning job satisfaction. In addition, I have used participant observation to some extent. My assumption is that job satisfaction is effected both by individual factors and environmental factors at work.

The main aim of this master thesis was to examine the visual ergonomics and the systematic work environment management concerning lighting issues for nurses within domiciliary care. Further aims were to examine a few existing lighting solutions, to come up with ideas for future possible lighting solutions, and to evaluate if the legal regulations for lighting is satisfying and if the regulations are obeyed in domiciliary nursing.The methods used were a questionnaire completed by 55 nurses, field studies of used lightings in cooperation with a student in industrial esign, test of ten existing lighting solutions in a laboratory environment, and a field test of five existing lighting solutions tested by nine nurses in the home of the patient.The result indicates that 40 % of the asked nurses were dissatisfied with the working light in the patient?s homes. All respondents reported poor working light close to the patient, 50 % reported that this problem occurred daily. One third reported that they had to work in uncomfortable working postures due to insufficient working light, and 15 % reported risk of making mistakes due to the same reason.

Elective joint surgery increases for every year and the operations are associated with postoperative pain. Postoperative pain is a well known phenomenon and pain physiology and analgesics are well known by caregivers, but the significance of the interaction between patient and caregiver is not illuminated. There are still patients experiencing unnecessary postoperative pain. Among patients in elective surgery, 25% runs a risk for underestimated pain. The aim of the study was to describe patient?s experiences of nursing interaction in the context of postoperative pain during hospitalisation after going through knee- or hiparthropasty.

Syftet med litteraturstudien var att kartlägga sjuksköterskans och patientens syn på egenvård vid typ två diabetes. Studien genomfördes som en systematisk litteraturstudie. Materialsökningen har skett via facklitteratur, Internet samt databaserna Blackwell Synergy, EBSCO HOST, Elin@Dalarna och Ovid. Sökorden var diabetes, education, empowerment, management, nurse, nursing, patient, satisfaction, selfcare. Totalt användes 31 referenser till studien varav 16 empiriska artiklar låg till grund för resultatet.

Background: Mental illness is a growing public health problem which can cause significant disabilities and lead to poor quality of life. As primary care nurses often are the first to encounter these patients they need knowledge to be able to respond appropriately to this group.Aim: The aim was to describe how the sufferer of mental illness experiences the introduction to primary care. Method: The literature review was based on the results of 11 scientific articles which were analyzed with the inspiration of a metasynthesis method.Results: Four categories emerged: the experience of being treated like a human being, the importance of a therapeutic space, the experience of time and availability as well as the importance of competent personnel and the importance of continuity. Patients described different aspects deemed important when encountering nursing staff. Conclusion: Patients experienced that they received good care when they felt listened to and seen as individuals with their own thoughts and feelings.

Background: Most acts of violence in a psychiatric ward are directed towards the nursing staff. Aggressive behaviour often stems from feelings of frustration and powerlessness in patients while committed and therefore having limited liberties. To avoid an escalation of a hostile situation, it is important that the nursing staff applies the kind of encounter that will yield a positive outcome. Aim: The aim of this literary study is to elucidate the possible encounter the nursing staff can apply when encountering a hostile patient in psychiatric care. Method: The literary study is based on twelve scientific articles.

To receive a diagnosis of pancreatic cancer can lead to a tremendous change in a person?s life. Thoughts regarding death may cause a personal crisis which can have negative influences on the patient?s social, mental and spiritual state. Most people with pancreatic cancer are diagnosed in a late stage of the disease.

Man spends most part of the day at work and is therefore influenced by it?s ambience. That?s why it?s important that the environment at work is health promoting and can function as a supportive environment. The purpose of this study was to describe job satisfaction among employees and to analyse a possible connection between job satisfaction and employees experiences of SOC.

Background: Patients with borderline personality disorder represent a large group in healthcare who are struggling with painful emotions in life. Caring should be based on strengthening health processes by focusing on the patients, but research made by the patient's perspective has shown that this population rather felt that their health processes was counteracted, than promoted. The patients felt that the nurses displayed a negative attitude towards them. Attitudes are defined as a system of values, emotions and actions towards others. Aim: the purpose of this study was to highlight the attitudes and experiences of nurses towards caring for people with borderline personality disorder  Methods: A study on the literature based on nine scientific papers was performed. The articles have been analyzed, systematically coded and compiled into a new unit. Results: This study shows that nurses have an overall negative attitude towards patients with borderline personality disorder.

Background: There are many possible reasons why a patient gets a stoma and in every case it?s of importance for the nurse to adjust nursing care, information and patient education from individual presuppositions. Problem: Patient education regarding stoma self-care is an important part of the nurse?s work within stoma care. The patient is depending on the guidance of the nurse and therefore it is relevant to illuminate the importance of education regarding gaining ability to perform self-care.

Introduction:A good work environment and good resources among district nurses? and general nurses? are important in the provision of good nursing care. For patient security it is also very important that resources and time are used in an appropriate way. A lot of time is spent on non-core activity, for example administration takes more and more time, which can result in feelings of stress.Aim:The aim was to describe how district nurses? and nurses? in primary care perceived their work environment, how their worktime content was distributed and if there was some connection between perceived work environment and the distribution of work time.Methods:A mapping of the content of the work was made in two parts.

Background and aims: The population of older people in our society is increasing. Agerelated changes in the skin results in a diminished perception of pain and pressure and a decreased microcirculation in the skin affects its ability to adapt to injury. Occurrence of pressure sore on geriatrikal clinics are 5-10%, witch means that between five and ten thousand patients gets daily treat for pressure sores. When the patient gets a pressure sore the need for help increases. A common apprehension is that if the patient?s affects with pressure sores it?s because of deficiency in care.