Customer Relationship Management (CRM) har fått ökad uppmärksamhetunder de senaste decennierna. Sökningar i vetenskapligaartiklar och litteratur visar att det finns behov av kunskap om CRM ochdess funktionalitet. Företaget som studeras i detta arbete är ett friståendeIT? och managementföretag som bland annat erbjuder CRMochERP?system (Enterprise Resource planning) till kunder i olikabranscher. Företaget upplever att kunderna har olika behov och uppfattningarom funktionaliteten inom CRM?system och även kring CRMfunktionalitetsom kan finnas i andra system såsom ERP?system.

Saab Aerosystems have had one dominating product, JAS 39 Gripen, and one dominating customer, FMV, for a long time. The operations management system at Aerosystems is adjusted for development of Gripen and as the business unit is trying to enter new markets with other products and customer the operations needs to be adjusted to fit the development and manufacturing of these products as well.The purpose of the master thesis has been to investigate how Aerosystems is managing requirements on operations from external customers and how to make improvements within this area. The aim has been to carry out a situation analysis to identify where improvements are possible and then produce proposals for improvements through studies of literature and other business units. The thesis also include a study of knowledge transfer within the business unit to investigate how this can be applied to improve the managing of requirement on the operations.An extensive interview study has been carried out in which interviews mainly have been conducted with employees at Aerosystems, but also at Saab Avitronics and Saab Aerostructures. The reason why these business units have been examined is because they have carried out a large number of successful businesses with external customers, which also are potential customers for Aerosystems in the future.The interviews have been analysed to identify strengths, weaknesses, opportunities and threats with the present way of working.

In line with Sloan (1996) but on European data (STOXX 600) we are investigating whether stock prices reflect information about future earnings contained in the accrual and cash flow components. The extent to which current earnings performance persists into the future earnings performance is shown to depend on the relative magnitudes of the cash and accrual components of current earnings. Moreover, we still find a significant positive excess return (Jensen?s alpha and size-adjusted return) by replicating Sloans (1996) hedge portfolio by taking a long position in the stock of firms reporting relatively low levels of accruals and a short position in the stock of firms reporting relatively high levels of accruals. However, we find no evidence of negative excess returns for companies with relatively high accruals, this somewhat lower the total excess returns for all the portfolios.

In line with Sloan (1996) but on European data (STOXX 600) we are investigating whether stock prices reflect information about future earnings contained in the accrual and cash flow components. The extent to which current earnings performance persists into the future earnings performance is shown to depend on the relative magnitudes of the cash and accrual components of current earnings. Moreover, we still find a significant positive excess return (Jensen?s alpha and size-adjusted return) by replicating Sloans (1996) hedge portfolio by taking a long position in the stock of firms reporting relatively low levels of accruals and a short position in the stock of firms reporting relatively high levels of accruals. However, we find no evidence of negative excess returns for companies with relatively high accruals, this somewhat lower the total excess returns for all the portfolios.

Title Greenlighted employees ? The internal value of Schenker?s environmental work.Author David Fridner.Course Master thesis in Science of Media and Communication.Department of Journalism and Mass Communication, University of Gothenburg.Semester Spring semester 2009.Tutor Professor Monika Djerf-Pierre.Number of pages 55 (appendix 23).Aim The aim is to study the internal value of Schenker?s environmental work.Method Qualitative and quantitative method.Material 20 interviews from four workgroups: managers (4), sales (5), customer-services (4) and truck drivers (7). 148 websurveys from two workgroups: sales (106) and customer-services (42).Main result Schenker is perceived as an environmentally friendly enterprise. Much due to the fact that the company?s impact on nature only has little to do with how the staff evaluate its ?greenness?.

This paper quantitatively examines the effects of marketing brands within the same product category and the same brand portfolio jointly. We have chosen to call this type of marketing category advertising. The results of the study show that category advertising leads to increased brand awareness within the category, which is particularly important for brands within less salient subcategories. For strong brands however, category advertising leads to lower purchase intentions, an effect which could potentially be moderated by focusing the advertisement on the complementary nature of the products combined with promotional elements. The study also shows that there is no difference between advertising products jointly and separately when it comes to brand attitude, category attitude, typicality, brand purchase intention for weak brands and category purchase intention.

SyfteSyftet med uppsatsen var att undersöka hur fyra förskollärare använder sig av pedagogisk dokumentation i förskolan samt vad de har för syfte med den pedagogiska dokumentationen.För att uppnå syftet med uppsatsen användes två frågeställningar, Hur arbetar fyra förskollärare med pedagogisk dokumentation och Varför och för vems skull används pedagogisk dokumentation?MetodEn metod i form av ostrukturerade intervjufrågor användes. Totalt intervjuades fyra kvinnliga förskollärare som varit verksamma inom förskolan mellan 5 och 29 år.ResultatSamtliga förskollärare använde sig av pedagogisk dokumentation, men med olika tillvägagångssätt. Den vanligast förekommande dokumentationsformen var enligt portfoliometoden, även där med olika tillvägagångssätt.Beträffande varför och för vems skull förskollärarna använde sig av pedagogisk dokumentation varierade svaren. Två av förskollärarna ansåg att det i första hand var för barnen skull och de andra två tyckte att den pedagogiska dokumentationen var till för pedagogerna i första hand.Nyckelbegrepp: pedagogisk dokumentation, portfolio, förskola, förskollärare.

Background: A large number of companies works as a link between manufacturers and final users. These companies buys and stores goods to be able to deliver when a need comes up later in the chain. The storage could have a negative effect on profitability and therefore places great demands on the management control systems. ABC as a method has been used with some success in manufacturing for over ten years. In wholesale companies the method is not frequently used.

Strong relationships are something that is really important for companies to succeed with, in purpose to increase and protect their market shares. After major research on the subject, it has been found that variables like exchange of relationship, trust, control mutability, satisfaction and commitment are important in the establishment of measuring a relationship. The purpose with this thesis was to: increase the knowledge on how companies measure, and then consequently evaluate, their relationships. To answer the purpose of the study we chose to do a case study at Stadium AB, which is a retailing concern with a high level of customer contact on a daily basis. The conclusion is that trust most likely is the key variable in measuring relationships.

Syfte: Syftet med studien är att studera hur ledare jobbar för att åstadkomma ett kundorienterat klimat på en arbetsplats med ett provisionsbaserat lönesystem.Metod: En kvalitativ metod har använts i den här studien. Semi-strukturerade intervjuer gav oss det empiriska underlaget som analyserades med hjälp av den systematiska, strukturerade och abduktiva metoden Well-grounded theory. Resultatet presenteras i empirin med hjälp av mönster som upptäckts.Resultat & slutsats: Vi har överlag kommit fram till att praktiken i stora drag stämmer överens med teorin. De intervjuade ledarna har en överensstämmande uppfattning om kundorienteringens innebörd, men har vissa skiljaktigheter i bland annat deras syn på provisionens inverkan. Ledarens roll ansågs även i praktiken vara avgörande för att de anställda ska vara kundorienterade.Förslag till fortsatt forskning: Studien har utförts med inriktning på enbart fastighetsmäklarbranschen.

I den här studien tillfrågas föräldrar till elever i årskurs 6-9 hur de upplever portfoliometodiken på deras barns skola. Syftet är att öka kunskapen om hur föräldrar kan uppleva portfoliometodiken och därigenom förhoppningsvis kunna bidra till en förädling av metoden på sikt. Studien är genomförd i form av en enkätundersökning på en skola där man använder portfolion som pedagogiskt redskap sedan 2004. Resultatet visar att föräldrarna i huvudsak är positiva till portfoliometodiken. Majoriteten svarar att de tittar i sitt barns portfolio ungefär en gång per termin i samband med utvecklingssamtalet.

The law firm industry has during the last years met new demanding conditions and one tool to handle these new conditions has been to implement a Knowledge Management system. Large investments have been made in these Knowledge Management systems but the implementations have met many challenges from within the organizations.With a multiple study, based on interviews with Knowledge Management Managers included in a Knowledge Management network, this thesis aims to study the challenges with Knowledge Management and the underlying causes. The result, based on McDermott's theories shows challenges within technical, personal, social and management areas where the law firm need to shift a focus from Information to Knowledge Management, create a culture of trust and integration and use the informal powerbase.The causes for these challenges are found in the base of Mintzbergs theories of Professional bureaucracy where the Knowledge Management is affected by strong self-regulated individualist, a divided organizational structure and industry conditions..

The Swedish agricultural sector is currently undergoing a substantial structural change. The number of farm enterprises is continuously decreasing and the average farm size is increasing. In combination with increasing number of competitors in the insurance market, the competitive rivalry within this market has increased significantly. With this knowledge in mind, Länsförsäkringar Uppsala initiated this study, which aims to provide an understanding of customer?s view on customer value, related to agricultural insurance and financing.

The purpose of this study was to identify the positive and negative aspects of the work and dynamics of a management team and from that recommend how the team can improve. The aim was also to investigate whether there was a gap between how the members of the management team comprehend themselves and how the project, section and team managers comprehend the management team. The management team contains of seven core team members and is the head function of a research and development site in central Sweden. The results are based on interviews with the present members of the management team and three former members, a survey among the project, section and team managers and by participating observation on meetings with the team. The results show that the management team is an overall well-functioning team that with some changes and improvements, especially concerning communication and information, can reach even further.

The core process is responsible for internal business development and is the process that runs through the organization and the results which creates a value for the customer. Some research suggests that identification of the client's conscious or unconscious needs clarifying the so-called core process in the organization and operations can thus be more effective. The study aims to identify and analyze the experience of the core process within child health care. The method has been interviews with nine managers and 10 clinic nurses in a county. The results show a lack of knowledge regarding core process and process work.