Many companies are currently working to optimize and streamline their processes and production lines to achieve higher profitability. In increasingly competitive markets, companies are working to find solutions to increase the value of their production with such a small use of resources as possible. A tool used to accomplish this is the Lean management system. Lean comes from the production system that Toyota has been developing since the early 1900's, The Toyota Production System (TPS). The Lean philosophy helps companies, by working towards continuous improvement in its operations, to achieve higher customer satisfaction, more efficient production and ultimately higher profitability. Many companies are working to implement Lean in their organization. But there are many who fail to implement a complete change towards Lean.

The structures of organizations have gone through a dramatic change over the last years; as a result customer service is no longer a small side activity but a critical part in customer relationship management. Development in information technology has created opportunities as well as challenges for organizations when it comes to providing a customer service with capacity of sensing and responding to customers' needs. Previous research shows a relationship between customer response capability and customer knowledge processeses, this study investigates and confirms this relationship. However, findings show that dedication and understanding for customers needs has a direct impact on both customer response capability and customer knowledge processeses, this result indicates that customer knowledge processes and customer relationship management are difficult to differentiate. Furthermore, this study explores IT-related resources impact on customer response capability and customer knowledge processes.

Customers put their printing suppliers to severe claims for shorter production time and faster deliveries.Printers always look for new solutions to increase the satisfaction of their customers. Oneexample of such a solution is web to print, where the customers book their printed matters atInternet.The solution involves design of printed matter by using templates that are made unique for thecustomer's printed matter. Web to print is suitable for reiterated printed matters. By using templatesthe customer doesn´t have to redo their layout for every new edition. Bromma tryck AB hasinvested the system CiPublisher, which is applied for the customer to make their printed matter atInternet.The purpose of the examination work is to investigate the needs of the customers of Brommatryck for a web to print solution and how such a system should be adapted.The result shows that the customer who is in need of a web to print solution wish such a system tobe easy managed and also usable.

The purpose of this study was to examine the relationship between job satisfaction and leadership style as well as participants' perceived leadership style and job satisfaction. Sixty-two participants answered a questionnaire containing 56 questions regarding perceived leadership style and job satisfaction. The leadership styles examined in the study was transformative, transactional and laissez-faire leadership. The results showed a relationship between transformational and transactional leadership and job satisfaction but not with laissez-faire leadership. The results also showed that employees experienced a laissez-faire leadership.

Finansiella index är viktade genomsnitt av olika tillgångars avkastning från en bestämd tidpunkt. Traditionella index är börsvärdeviktade. Problemet med denna typ av index är att börsvärdet tidvis kraftigt kan överdrivas på grund av spekulation. Alternativa index bygger på företags fundamentalvärden. De viktas därmed efter företags faktiska redovisade siffror i balans- och resultaträkningar.

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.

ABSTRACTThe aim of this study was to examine the relationship between job satisfaction, birth order and sensation seeking. The sample consisted of 179 jobholders in four different organizations in southern Sweden, with an average age of 44 years (SD = 12,12). A questionnaire consisting of three parts was used to map out and measure the participants? family background, birth order, job satisfaction and sensation seeking. The study showed no significant relationship between birth order and job satisfaction (p = 0,127).

This thesis studies the customer relationships and customer accounting methods used by a Swedish fashion company. The aim is to test the empirical applicability of the relationship based framework developed by Lind and Strömsten and to explain potential differences between empirical observations and theory. The framework is based on the categorization of four customer relationship groups and the appropriate customer accounting methods to be used for each relationship. The fashion company, that recently assessed the profitability of its customer base in an aim to implement a new customer strategy, is the object of the qualitative case study. The case study reveals that all customer relationships are to be found at Whyred, except the connective customer relationship.

The web has a broad affect on the global economy and can among other things be used for web based information systems (WIS). These systems have grown from being used as a market platform to support all activities in the work of an organisation of today. To survive in a turbulent competitive environment, companies must start to cooperate with their customers instead of just collaborate with them. Can an IT-consultant company use a WIS as a tool for keeping in contact with existing customers to attain this cooperation? A WIS could strengthen the relation between customer and supplier and through that have a possibility to increase the customer use since it can facilitate business processes and imply that services can be offered in a new way.

This essay is about democracy and how a democracy index can be used as a tool to illustratethe gap between reality and ideal. The purpose of this study can be expressed by two researchquestions: Does the Economist Intelligence Unit's (EIU) democracy index illustrate thedistance between reality and the ideal of democracy presented by Dahl? and Can the EIU'sdemocracy index be modified by a) internal adjustments and b) using the variables includedin World Economic Forum?s (WEF) equality index?By using a combination of theories (Dahl?s theory of democracy, Rawls theory of justice andchosen theories critical to liberal democracy) as an analytical framework the following twoquestions have been answered:1) Which of the variables included in the EIU's democracy index have the potential to capturethe level of political equality?2) Which of the variables included in the WEF?s equality index have the potential to capturethe degree of political equality?By using a quantitative method the study?s third and last question has been answered:3) How strong is the rank correlation between the EIU?s democracy index and the WEF?sequality index, that is; how strong is the rank correlation coefficient (rho)?The data presented by the WEF?s equality index indicate that women are systematicallydiscriminated against as a group. From a democratic perspective the EIU may need tomeasure inequalities at a group level in order to capture the lack of political equality betweenindividuals. By reformulating some of the EIU?s variables, by revising the EIU?s point systemand by using the variables included in the WEF's equality index to extend EIU?s democracyindex, the chances of capturing the gap between reality and the ideal of democracy presentedby Dahl would likely increase..

The purpose of this thesis is to compare if a charter company's attitude and vision of service can be reconciled with the attitudes and visions that the customers have in the same area. In order to carry out the study a qualitative approach is used. The data has been collected by interviews, focus groups and observations. The framework is theories on the subject of customer satisfaction, quality of service at customer meetings, Self-Service technologies, quality assurance and gap in service.The study has concluded that the approach to service is relatively equal between the company and customers, but the future visions differ. Focus group participants have been thinking bigger and further into the future, while the company focuses more on specific functions.

This essay is about democracy and how a democracy index can be used as a tool to illustratethe gap between reality and ideal. The purpose of this study can be expressed by two researchquestions: Does the Economist Intelligence Unit's (EIU) democracy index illustrate thedistance between reality and the ideal of democracy presented by Dahl? and Can the EIU'sdemocracy index be modified by a) internal adjustments and b) using the variables includedin World Economic Forum?s (WEF) equality index?By using a combination of theories (Dahl?s theory of democracy, Rawls theory of justice andchosen theories critical to liberal democracy) as an analytical framework the following twoquestions have been answered:1) Which of the variables included in the EIU's democracy index have the potential to capturethe level of political equality?2) Which of the variables included in the WEF?s equality index have the potential to capturethe degree of political equality?By using a quantitative method the study?s third and last question has been answered:3) How strong is the rank correlation between the EIU?s democracy index and the WEF?sequality index, that is; how strong is the rank correlation coefficient (rho)?The data presented by the WEF?s equality index indicate that women are systematicallydiscriminated against as a group. From a democratic perspective the EIU may need tomeasure inequalities at a group level in order to capture the lack of political equality betweenindividuals. By reformulating some of the EIU?s variables, by revising the EIU?s point systemand by using the variables included in the WEF's equality index to extend EIU?s democracyindex, the chances of capturing the gap between reality and the ideal of democracy presentedby Dahl would likely increase..

This paper examines how companies in a transparent industry work to satisfy the customer in an extended way, to offer value added products that in the end enables the customer to be loyal to the company. We have studied the insurance industry in Sweden and have focused on five different insurance companies. Four of them, Folksam, Länsförsäkringar, Trygg-Hansa and Dina Försäkringar, where we have focused on Ölands Försäkringar which is part of the Dina Försäkringar group, are some of the largest insurance companies in Sweden. The fourth company is Swedbank which is a bank that has started to offer insurances.Our results demonstrate that it is important for the company to see the customer not only in a profitability aspect; the company has to find out what the customer gets in return. In that case the possibility for the customer to change company decreases and the chance that the customer becomes loyal increases.

The development of technology and the mechanization in the Swedish forestry has during the last 60 years resulted in depopulation of the country side and due to that the amount of distance forest owners has increased. Therefore the forest companies need to make some adjustments in order to keep the distance forest owners as customers and to attract new ones. The purpose of this essay was to examine and analyze the distance forest owners satisfaction with Södras service offering and quality of service and further develop some proposals for action. A web-based survey was sent out to 634 distance forests owners in Stockholm, Sweden, all members of Södra. 269 respondents participated in the survey and of them, 27 did also participate in a follow-up telephone interview.

The purpose of the present quantitative study was to examine gender differences inperceived job satisfaction in two departments, with different work patterns, in a Swedishmanufacturing industry. The questionnaire contained 30 statements and five backgroundquestions. The questionnaire was designed in combination of Job Satisfaction Survey (JSS),Work demands, Social support, Control and Competence (ASK), Questionnaire forPsychological and Social factors at Work (QPS Nordic) and Minnesota SatisfactionQuestionnaire (MSQ). Job satisfaction was measured based on the categories influence atwork, leadership, employee influence, work requirements and the physical environment. Theresults of the present study showed an interaction of gender and department where the femaleindustrial workers, who worked with more monotonous and standardized work tasks, valuedall of the categories of job satisfaction the lowest, except for the category employee impact.The results are believed to depend on that the women in the department had greater demandsfor variety in the work..