Fordonsbranschenpräglasidagavkraftigkonkurrensdärprodukternaalltmerefterliknarvarandra.Samtidigtharkundernasbeteendekraftigförändratsochsammasakereftersträvasinteavkundernasomförbaraettparårsedan.Förattskiljasigmotkonkurrenternaidaggällerdetattjobbamedmjukavärdensomtillexempelkundhantering.FörVolvoPersonvagnarSverigeABinnebärdettaettenormtarbetesomSverigesstörstabilmärkeattbehållasinnuvarandemarknadspositionochsamtidigtfinnaenvägattgåpådenrådandemarknaden.DettavillmannugöragenomattinföraettCRM-­?systemsomskahjälpaåterförsäljarnaattlättarehanterakundernaochskapavärdefördem.FörattbrytanerbegreppetCRMharvianväntossutavfyratemansomgenomsyrarhelastudienvilkaär,kundbeteende,kundlojalitet,kundvärdeochCRM.SyftetmedstudienvaratttaframenkommunikationsmodellsomhjälperföretaginombilbranschenförmedlautsinCRM-­?strategi.GenomattutgåifrånVolvohoppadesvikunnahjälpatillmedattklargörastrategiskanyckelfaktorerfördetta.Dethärskahjälpademattsevilkariskermanskaundvikasamtvartfokusbörliggavidutformandeavsinstrategi.StudienäravkvalitativartochbyggerpåintervjuerfrånVolvoochtreolikaåterförsäljaredärviäveninkluderatsäljareförattskapaenhelhetsbildöverproblemet.Vårtempiriskamaterialhartillsammansmedvårteoretiskareferensramhjälptossattbesvaravårafrågeställningar.UtifrånstudiensinsamladematerialharvifåttredapåattbehovetavCRMärstort.Återförsäljarnapratarmycketkringteorinmenansersamtidigtmycketintevaragenomförbartfördempågrundavotillräckligaresurserochtidsbrist.Detärävensvårtfördemattkommunicerautstrategintillverksamhetendåförändringärsvårattgenomföra.Idagfinnerviettglappmellandeolikaavdelningarnainomverksamheten,vilketskaparentydliggränsdragningomvadsomärpraxispådeolikanivåerna.SlutsatsenavstudienpåvisarCRM:sförmågaatthjälpaVolvohanterasittkundfokusgenomattblandannatunderlättainformationshantering.Dettaledertillattmankanökaförståelsenomkunderna,stärkarelationerochhjälpatillattöverträffaderasförväntningar.DetviävenkunnatseärattCRMkanhjälpaallanivåerinomettföretagochblirdärförenangelägenhetförallainomverksamhetenattjobbaefter.FörattlyckasfåutsinCRM-­?strategitillåterförsäljarnagällerdetattVolvoärnogamedhurdekommunicerarutsinstrategisamtskaparenhetlighetiåterförsäljarnasinternaprocesser..

The purpose of our essay is to examine if variation exists in the way that auditors try their independence, this so called analysis-model. We will suggest some factors that influence the way auditors practise the analysis-model. The institutional theory predicts no differencies since the normative pressure could be expected to be severe. But we found that among other things people?s qualifications, personalities and audit firm?s size and age influence the way auditors try their independence.

Företag befinner sig i en konkurrenskraftig värld och för att lyckas överleva måste de ta handom sina befintliga kunder såväl som attrahera nya. Med hjälp av dagens teknologi, har företagmöjlighet att lagra information om sina kunder och kan därför få en ökad förståelse förkunders beteende och önskemål. CRM-system (Customer Relationship Management-system)är ett hjälpmedel i detta arbete och har därför blivit en prioriterad investering för företag dåkunder betraktas som dess viktigaste tillgång. CRM-system är en kostsam investering,samtidigt som chansen för att misslyckas vid implementering är stor. Därför är det av stor viktför företag att efter implementeringen kunna hantera, använda och ha förståelse för CRMsystemetsolika funktioner för att lyckas stärka kundrelationer och erhålla tänkta fördelar somsystemet syftar till.Studien tillämpar kvalitativa undersökningstekniker där ett fallföretag har undersökts genomintervjuer.

Title: Nelson Garden AB ? Analysis and recommendations based upon the Service Management System Course: Business Leadership within horticulture and agriculture. Author: Annika Kirilov Tutor: Carl-Johan Asplund Examiner: Anders Kristoffersson, lecturer within business economics, LTJ- faculty, SLU Alnarp Keywords: Bröderna Nelson, Nelson Garden, Service Management System, marketing, customer service, retailer Aim: Explore how Nelson Garden AB manages to reach out to customers through positioning of their own labels, when they as a manufacturer are partly dependent on the competence and sales skill of retailers. Methodology: E-mails were sent out to 6 different companies with a proposition for participation. Of those companies that gave a positive answer the most suited company for the diploma work was selected. Thereafter, a contact was established through telephone with the CEO of the chosen company and relevant questions to him were formulated. The second time of contact the first interview was held and half of the questions were answered.

Problem: The corrugated board industry is highly affected by customer uncertainty, various demands and short delivery times. In combination with a complex multi-step production process managers have to be able to identify bottle-necks and gain knowledge and understanding of how different changes in process will affect the production output. <br/><br/>Purpose: The purpose of this master thesis is twofold, (1) to examine applicability of complexity theory through agent-based modelling on a production process (2) to identify improvement areas in order to increase the production output at SKS production site in Eslöv, by modelling and simulating the production process through an agent-based model. <br/><br/>Method: The chosen method of this study is a combination of a case study and a complex system approach. The empirical data was collected through interviews, observation and document studies which were analysed through an agent-based simulation model.

I have conducted a qualitative study were the aim was to understand how the freedom of choice act in eldercare is handled at a municipality level as well as a national level and the effects that can occur. The methods I have used for this study is a document analysis and semi-structed interviews.     I have conducted semi-structed interviews with three professionals in the eldercare organization in a large municipality in the south of Sweden, I have also conducted a phone interview with a representative from Socialstyrelsen. The professionals that I chose for my study was a chief of staff, an aid case worker and a person who worked in the municipality with the implementation of freedom of choice act.     The study shows that the work quality is expected to rise with the freedom of choice as a consequence of the customer and performer model and will give the caretakers a higher level of influence. The study also shows that the municipality will get a greater responsibility and the aid case workers will get extended tasks though they will have to inform the caretakers regarding the options and they will also be mediate between the caretaker and the performers. However the study also show concerns regarding rough traders whose aim is to make money and does not have the same rehabilitation agenda.     There are also concerns for those who can´t chose for them self though they will not be able to be a part of the freedom of choice act in the same way and that is something the municipality needs to work out a system for.

In this thesis I based on Fowler?s method of syntax analysis construct a flow scheme which I then use to make a syntax analysis of former State Secretary Lars Danielsson?s statements, in his autobiography, regarding his responsibility in the Swedish government?s management of the 2004 Indian Ocean tsunami disaster. The focus of the flow scheme is how grammatical constructions can be used in the interest of rhetoric?s to on the syntax (non-explicit) level of the text indicate and place responsibility with or outside of involved individuals. The main conclusion of the syntax analysis performed is that Danielsson in his autobiography in fact does not use very many of the constructions described in the flow scheme, whereby it can be concluded that the syntax analysis in this case wasn?t so ?revealing?.

This essay contains a comparative analysis of Erik Olin Wrights Marxist class analysis and Michael Hardt and Antonio Negris post-Marxist class analysis as presented in their books ?Empire? and ?Multitude: War and democracy in the age of Empire?. I discuss the shift in analytical focus from state level to global level that Hardt and Negri's analysis represent and the ensuing relevance of this for contemporary class analysis. The essay also address the challenge and implications posed to class analysis by the ever increasing economic globalization, from a material production to an ever growing immaterial service economy and the decrease in state power in controlling capital and labor movement. I propose that analytical understanding of class conflict help us to a better understanding of the mechanisms and dynamics that generate social and economical inequalities and that an updated Marxist class analysis still have much to contribute to our understanding to how these issues not only shape our society but also our capacity to counteract them..

During the middle of the 18th century the development of Toyota Production System, TPS, started in order to streamline the processes. TPS was based on the principles of assembly line production but unlike previous performers Toyota let the manufacturing be constantly affected by demand. At the end of the 18th century TPS was described by Womack and Jones in the book "The machine that changed the world - the story of lean producion" where TPS got the name lean. The principles behind lean is to maximize customer value and eliminate waste which means making products and services more valuable to the customer. 1Lean was for a long time a philosophy and an approach limited to industries and production based companies.

The purpose of this study is to describe and analyze how companies offering tailor made products on the internet, can work with their marketing and their customer relationships. The study will answer the purpose from a service management perspective and there will also be presented theories from an Electronic Commerce perspective.The starting point for this study was the qualitative method. The essay builds its empirical material from interviews with knowledgeable persons in the subject and the owner of the company whose products are tailor made and sold on the internet. It was conducted seven interviews, four of which were face-to-face, two conducted by mail and finally there was made a telephone interview.Conclusions have been drawn based on the empirical material and theory. The study has been able to identify three concepts that are central to this type of product: Site-building, customer involvement and promotion & relationship management..

The consumer today is affected by a considerably larger number of world surrounding factors than she used to be, borders between different cultures and other consumer differences are being erased to a growing extent. The consumer can easily get its inspiration from many different directions which become clear in the common life. We eat sushi for lunch, we?re driving German cars and we?re having dinner with international business partners. The community also exposes the consumer for a more intense noise from offers, impact and marketing.

The purpose of this study is to investigate and increase the understanding of how the two commercial companies IKEA and SAS and the two aid organizations/nonprofit organizations UNICEF and Save the Children use perceptions of Christmas to produce messages in their Christmas advertising/commercial film. The study also discusses if there may be communicative and pictorial similarities and differences in how these brands constructs messages in commercials, and why it may be that the brands choose to use these messages in commercials based on the recipient possible interpretations. The theories used in this study are promotional culture, framing theory, preferred meaning, semiotics (denotation and connotation), myth and rhetoric (ethos, pathos and logos). The method used to answer the purpose and issues are the qualitative method that uses the theories semiotic and rhetoric to analyze the material. The study's results derived from the qualitative content analyzes of the material (the brands IKEA, SAS, UNICEF and Save the Children Christmas advertising films) show that IKEA message might want to show that they want to help the customer and that they pay attention to the customer needs.

The thesis has been written as a part of the Bachelor degree in Industrial engineering and management at the School of Engineering in Jönköping. The work is focused on the part of Husqvarna AB?s supply chain that is associated with the lorry transports to Italy. Husqvarna AB has approximately ten Italian customers, whose delivery patterns have been studied from January 2007 to July 2008. Some of the customers have a low delivery frequency and small amounts of goods that they therefore have not been fully analyzed in this report.

Syftet med uppsatsen a?r att underso?ka hur lojala konsumenterna pa? apoteksmarknaden i Katrineholm a?r. Eventuella samband mellan ko?n och lojalitetstyp samt a?ldersgrupp och lojalitetstyp underso?ktes a?ven. Fo?r att uppna? syftet genomfo?rdes en kvantitativ underso?kning med hja?lp av enka?ter, da?r 240 svar samlades in.

Syfte: Syftet med denna studie är att kartlägga kundernas köpbeteenden i en inredningsbutik, Divas Boning och att diskutera hur dessa kan påverkas och bidra till ökad konsumtionsnivå hos kunderna. Metod: Vi har valt att använda oss av både en kvalitativ metod i form av en intervju samt en kvantitativ metod i form av en enkät. Dessa presenteras var och en för sig i empirikapitlet. Analyser har sedan gjorts också uppdelat i kvantitativ- och kvalitativ data. Resultat & slutsats: Vår studie visar att det är av stor vikt att Divas Boning tydligt positionera sig och arbetar med sina kundrelationer. Vår studie visar även att valet av sortiment i hög grad påverkar hur butiken uppfattas och att det är viktigt att som mindre inredningsbutik inte bara se liknande butiker som konkurrenter utan även större kedjor.  Förslag till fortsatt forskning: Som fortsatt forskning skulle vi finna det intressant och lärorikt att studera branschen ur ett vidare perspektiv och göra en grundlig konkurrensanalys av Divas Bonings alla konkurrenter. I denna studie kan vi endast beröra köpbeteendet hos Divas Bonings kunder.