AbstractTitle: The Moment Of Truth; A study of service quality assuranceAuthors: Fanni Helminen and Linda ElsborgLevel: Bachelor Thesis in Business Administration, C-level.Advisor: Lars- Johan Åge and Jens Eklinder FrickDate: 2014- JunePurpose: Quality assurance has become a vital concept and an important tool to ensure that employees are able to deliver high service quality. The purpose of this study will be to elucidate how service companies can apply the use of sevenfundamental features supporting service quality in their quality assurance; recruitment and selection; training, teamwork; empowerment; performance appraisals and rewards; communication, and culture (of the organization). Furthermore, we will illustrate how the type of business entity, organizational structure and organizational resources afflicts the seven features.Method: Method: We will, from a hermeneutic point of view, apply and qualitative deductive research method. Data have been collected through a case study. The data have been transcribed and the analytical method has been selected based on the conducting purpose.

A study of the generations problematic in museums of work and local folklore societies, principally run through volunteer work. Illustrative examples are Ödestugu local folklore society and Husqvarna Factory Museum in Småland (Sweden). The empirical study consists of interviews with active people and inquiry among societymembers and workers at the factory. An analysis of interest, engagement and the view of the future is made and concepts like professionalisation and change are discussed. By way of conclusion the coming generation problem is discussed in relation to professionalisation, the historical development, volunteer work, economy and national projects..

Vårt syfte med studien var att undersöka om det fanns något samband mellan karismatiska lärare och motiverade studenter. Enligt våra hypoteser skulle vi finna ett positivt samband mellan karisma och motivation. Vi gjorde en enkätundersökning på ett universitet i en mellanstor stad i Sverige. Deltagarna bestod av 172 universitetsstudenter. Enkäten mätte lärarens karisma och studenternas motivation och engagemang.

The purpose of this study is to examine how outdoor education (friluftsliv) in upper secondary school is perceived by both students and teachers, and to identify the conditions that influence their motivation and commitment to participate in outdoor education activities. The study also aims to analyze the significance of students previous experiences on their perceptions of outdoor education in school. The following research questions were investigated: ? ? ? ?Which factors do students and teachers believe promote or hinder students engagement in outdoor education in upper secondary school? ? ? ? ?How do students and teachers explain the ways in which previous experiences of outdoor activities affect students engagement and motivation in outdoor education? ? ? ? ?How do students and teachers perceive that organizational conditions and teaching design influence the possibilities of creating meaningful outdoor education? The study is theoretically based on Self-Determination Theory (SDT) (Deci & Ryan, 2000) and Sense of Coherence (SOC) (Antonovsky, 1991). SDT was used to understand how autonomy, competence, and solidarity influence student?s motivation, while SOC highlights how comprehensibility, manageability, and meaningfulness shape student?s experiences of outdoor education.

Empati uppstår av flera anledningar och individen kan försöka reglera graden. Engagemang är ett positivt uppfyllande arbetsrelaterat tillstånd medan utbrändhet är en förlängd respons på interpersonella och kroniska emotionella stressorer i arbetet. Polismannens arbetsdag kantas av interpersonella stressorer som kan leda till utbrändhet, där engagemang och empati kan ha betydelse. Studiens syfte var att undersöka om hög empati tillsammans med högt engagemang kan relateras till utvecklande av utbrändhet hos poliser. Studien var kvantitativ med tillgänglighetsurval; 55 poliser deltog från en polismyndighet i Mellansverige.

Denna studie undersöker den arbetsrelaterade trivselns medierande roll i sambandet mellan det psykologiska arbetsklimatets och arbetsattityderna organisatoriskt åtagande (organizational commitment), arbetsinlevelse (job involvement), arbetsengagemang (work engagement) och avslutsintention. Undersökningen är genomförd på Patent- och registreringsverket och bygger på en enkätstudie bland verkets medarbetare (n = 140). Resultat av hierarkisk regressionsanalys visar att klimatfaktorer i hög grad kunde predicera trivsel, som i sin tur åtminstone partiellt medierade klimatets effekter på tre av de fyra arbetsattityderna, dock inte arbetsinlevelse. Slutsatsen blir att det finns ekonomiska argument för organisationer att främja trivseln på arbetsplatsen. Ett sådant arbete kan dock vara svårt att genomföra i praktiken, främst på grund av trivselns inneboende subjektivitet och mångtydighet..

Detta examensarbete undersöker om det behövs en chaufförsutbildning för nyanställda inom transportbranschen med avgränsning till Poståkeriet och vad som bör ingå i en sådan. Arbetet tar också upp vikten av kunskap inom kundrelationer för chaufförer och företaget. Det finns även ett förslag på upplägg för en utbildning samt en stödlista för utbildande chaufförer..

Background: Today?s market offers customers many more possibilities to choose than before. With that the customer?s requirements on the company have become higher, products of the best possible quality to the less possible price when the customer demands them,specially concerning seasonal products that become out of date when the seasontime has finished.In the recent years the Supply chain management technic has gott attention because of its succesfully way to integrate the companys business processes. Demand Management is an important part of that technic since demand management is dealing with managning thedemand, with the pourpose to find the balance between supply and demand.

This study is made in cooperation with the insurance company, Skandia. Skandia is a part of Old Mutual group?s Nordic division and is one of Swedens largest insurance companies with a total of 1.9 million customers. The company offers traditional life assurance, unit-linked insurance, private healthcare insurance and banking services. Insurance companies such as Skandia operate in a highly competitive environment.

The component workshop at Atlas Copco inTierp intends to reduce the costs inorder to increase their competitiveness.This thesis examines how the productionmanagement around cylinder washersshould be managed in a way that meetsthe customer needs. The customer to thecylinder washer is Atlas Copcos assemblydepartment in Tierp.The purpose of this thesis is to providean alternative way of managing theproduction. A chapter of theory is addedto give the reader an insight ofdifferent types of production managementsystems as well as the underlyingknowledge needed to get a better readingexperience. An introduction of kanbancan in theory help Atlas Copco in thedirection they strive. It should beclear how the purpose of this thesisaffects the cost for the componentworkshop and also how it relates to thecurrent production.

This study is an evaluation of the runtime watch function in a OEE software, knownas ProTAK. OEE stands for Overall Equipment Effectiveness, it?s a way to measurethe factories process efficiency. The runtimewatch function allows the user to setup and monitor certain critical objects that are of importance for the pulp and paper process at the mill. The data from the runtimewatch can be correlated towards the suppliers specification for the components.

Syftet med undersökningen är att undersöka, beskriva och analysera kring hur vida det finns ett bra substitut till bomull. Undersökningen kommer att belysa hur marknaden ser ut i dag och vilka material som används. Vidare utreds parametrarna funktion, kundnytta och hållbarhet, som kan komma att spela roll i valet av material för producenter av yrkeskläder. I dagsläget finns det inget solklart val av material som skulle kunna mäta sig med bomullen gällande de parametrarna som uppsatsen tar upp. Vad man väljer att använda istället för bomull beror mycket på hur företagen väljer att fokusera gällande just funktion, kundnytta och hållbarhet.

This essay describes the Swedish furniture business and its strong competition between domestic and foreign producers. As the demand on higher development speed grows stronger, alongside a fierce competition between the companies, long lasting and unique qualities such as customer relations and strong brand names become crucial. Nowadays many furniture producers chose to sell their products through retailers and they therefore miss out on invaluable direct contact with their customers. Consequently, this means that they lack the perquisite to build relations or more importantly, to communicate their brand.To illustrate the problem a case study and a survey have been carried out. The study compares the strategic marketing works between producers who have own concept stores and those who uses retailers.

Uppsatsen ämnar studera personalrelaterade problem vid en CRM-implementering. Huvudsyftet kan delas upp i fyra delsyften som behandlar vilka implementerings-problemen är, när de uppstår, hur de undviks och hur de bearbetas..

Banking systems in India is quite popular and it needs some more changes to reach all the customers. Lack of the service is main problem in Indian baking system. If the common person wants to open the account, it take?s little bit high cost and banks are not near the people location. Due to the Lack of service, people do not want to be a customer of the bank.