Varje dag använder sig miljontals svenskar av någon form av medlems- eller kundklubbskort när de handlar i butik, kontaktar en kundtjäst eller loggar in på ett företags hemsida. Motiven till detta kan förstås vara olika - det kan vara smidigt, lönsamt eller nödvändigt för att överhuvudtaget få den hjälp och service man önskar. För företagen är denna registrering å andra sidan ett effektivt sätt att samla information om sina kunder som ett led i deras lojalitetsskapande arbete mot kund. Tidigare, internationella studier av CRM visar dock på att företagen inte utnyttjar den information de har om kunder för att verkligen styra verksamheten.Syftet med denna uppsats är att studera om detta är ett aktuellt problem även bland svenska företag genom en enkätundersökning riktad till CRM- och kundklubbsansvariga vid svenska företag. Denna undersökning har utarbetats utifrån Cuthbertsons tre kriterier för att avgöra om en organisation är kundorienterade eller ej.Resultat visar att de flesta företag som deltog i studien inte använder informationen man samlar in från kunderna i någon större utsträckning.

Abstract:Perennials in public areas have during the latest decades been more and more popular. This group of plants has become a more accepted komponent when creating pleasant public places, and people begin to see the functional aspects. Perennials do also give a colour- and senceexperience in a more detailed way than can be achieved with only trees and shrubs. One of the ojects of this essay is to give more examples of motives for using perennials in urban areas.Having in mind the increasing use of perennials, you can expect a growing need for better understading of how to create successfull perennial plantings. In spite of the increasing interest it is hard to find any written information in this subject.

In this study we wanted to have a closer look at how a specific working team of pedagogues in the senior part of elementary school works with student influence through a pedagogical concept created by themselves. We have used qualitative interviews as a method to achieve relevant information from the pedagogues, and from students teached by the same.The purpose of the study was to investigate how the working team, through the concept, pursue real student influence within different school subjects and how the individual student is favored in his/her learning process. Another intention was to find out to what extent the students experience this influence. We also wanted to elucidate the advantages as well as the disadvantages of this concept, and to shed some light on how the informants view the future development of the concept.The result shows that consensus prevails to a large extent among teachers and students regarding the signification of real student influence in the everyday learning situation. It also appears that the students? abilities to exercise influence vary between different school subjects.

Background and problem: In March 15, 2009, the third piece of money laundering directive was introduced which mean a more strict legislation in control against money laundering and terrorist financing. The directive is based on a risk based point of view which means that the resources should be used where the needs are. The responsibility for financial companies and other parts are bigger then before which means that they have to get a more extensive customer knowledge etc. It has however been appeared that the directive in some cases lack of precision and clarity which creates an insecurity among those who are included by the law. Purpose: The purpose of this paper is to examine which consequences the third piece of money laundering will bring on the banks customer relationships and how the employees work assignments at the banks will be affected. The authors also want to examine how the extension of money laundering will be affected and clarify if there is any indistinctness about how the application looks around the banks.Method: The authors choose to use a qualitative method and the empiric material has been collected through personal meetings, telephone interviews and through e-mail answers. Conclusion: The majority sees the third piece of money laundering directive as something positive which will protect both the banks and their customers.

Sales is the foundation for all commercial business and companies that have the best sales process in conjunction with efficient deliveries will do well in the long run. The author of this report was tasked by the Organisation in South Africa to study new/alternative ways of attracting Swedish companies to South Africa and sell the services of the Organisation to these same companies (defined as the sales process in this report) by analysing how similar international service companies do the same. A benchmarking process has been conducted with four similar service organizations in South Africa to examine how these companies work in comparison to the Organization. Surveys have been used for purposes of this study, as the methodology is well suited to provide the author a view on the opinions, perceptions and experiences of the respondents.The project aimed to develop new methods to attract Swedish companies to South Africa or improve and streamline the existing methods. The aim was also to develop new ways to sell the organization's services to Swedish companies.The study concludes that there is little focus on marketing of services within the Organisation.

The aim of this study was to map out the quality of the treatment in the forensic outpatient care unity in Malmoe from a patient point of view. This target group, seriously mentally disordered law-offenders, has been neglected in the scientific research. This investigation will hopefully contribute to a positive change in this subject. To achieve a good understanding of this field a methodological triangulation was conducted which included an observational study, a pilotstudy and semistructured interviews. 14 patients and 10 staff members were interviewed.

Syfte: Att studera vilka faktorer kunder tycker är viktiga vid val av bank och försäkringsbolag. Att se hur väl företagen känner till kundernas preferenser vid val av respektive tjänsteföretag samt att se vilka likheter och skillnader det finns vid val av 2 tjänsteföretag inom den finansiella sektorn.  Metod: Undersökningen gentemot kunderna genomfördes med hjälp av en enkätundersökning och personliga intervjuer vid respektive tjänsteföretag. Enkätundersökningen har redovisats i form av diagram och tabeller medan intervjuerna har redovisats i löpande text. Resultat & slutsats: Kunderna ansåg pris, räntor, ett bra bemötande och engagemang samt personalens kompetens vara viktigast vid val av både bank och försäkringsbolag. Bankkunderna ansåg att närhet till banken och att ha en bra relation till banken var viktigare än vad försäkringskunderna tyckte.

The Swedish school law says that students who need special education should have all the support they need to reach the qualification that is set up. The arrangements have to be written down in an Individual education plan (IEP). Before the IEP is set up there has to be an investigation about what kind of support and measures the student needs to reach the qualification that is set up. The aim of this study is to examine student?s participation in school and in the progress with their own IEP.I have accomplished a qualitative study by interviewing eight students during the letter part in the nine-year school.

Nursing care of persons having dementia diseases affecting the frontal lobes, sets special demands on the staff, but the knowledge about how to best tailor nursing care is sparse. The aim of the study was to illuminate possibilities and difficulties in nursing care of persons having dementia diseases with frontal lobe dysfunction and was carried out as a descriptive, qualitative study, based on a review of medical records and interviews with nursing staff (n=10) that was analysed with qualitative content analysis. The difficulties were related to the patients lack of inhibition and judgement, anxiety, agitation, reduced ability to care for physical needs, egocentrism, imbalance between rest and activity, and depressed mood. The possibilities were seen in relation to the nursing staffs professional encounter, characterised by being distinct and consequent, being a step ahead, being flexible and catch the moment, being calm and create a positive atmosphere, being close and trusting and being and doing together. To receive continuous feedback and support was a prerequisite for the staffs? engagement.

With background in the acknowledgement of the current period of major change in the characteristics of traditional Swedish foreign policy, considering the membership in the European Union, as well as the new contextual scenarios that Sweden has been situated in after the end of the cold war, this thesis aims at scrutinizing the Swedish Foreign Policy from 1991 to 2010. The purpose of the thesis is further to localize continuity and change in the ideas which Sweden has explicitly stated in its foreign policy. Based on the theory of institutionalism, the thesis also aims to bring forward plausible explanations built on the main empirical findings. This has been done by identifying different types of goals and means within realism and liberalism as well as categorizing each theory within three ideal types.The chosen research method has been a qualitative text analysis with focus on an ideational analysis. The material on which the descriptive analysis is based upon is constituted by the annual statements of government policy in parliamentary debates on foreign affairs.The results of the thesis show that the ideas that are related to solidarity, consensus and active foreign policy are constant through the period of examination.

The aim of this paper was to contribute to knowledge about how preschool-teachers work with the development of children?s spoken language in preschool.The study was conducted through interviews with four preschool-teachers working at the same preschool with one to five year old children. Through the interviews I came to learn about the preschool teachers experience concerning their work with development of children?s spoken language.The results show that the preschool teachers used pedagogical tools like songs, movements, rimes, jungles and stories in their work to develop the children?s spoken language. They said that conflicts and exclusion among children in a group could be a result of differences in language skills.

The purpose of this study has been to compare teachers' differing methods of teaching mathematics and their perspectives on the learning process in a municipal school to a Waldorf school. The study has examined which approach best promotes student engagement and learning in mathematics in the first three years of schooling. The study is based on four interviews. The informants? accounts are interpreted using theories from previous research.

Visualization plays a key role in the concept of Lean. Lean was developed in Japan as a business philosophy in order to lead to an activity, where only steps that contribute to customer value of the final product are being performed. By defining the customer value and establish visualized standards, it is possible to see when situations differ from the standard. Then it?s possible to lead the process back on track.

Nursing care of persons having dementia diseases affecting the frontal lobes, sets special demands on the staff, but the knowledge about how to best tailor nursing care is sparse. The aim of the study was to illuminate possibilities and difficulties in nursing care of persons having dementia diseases with frontal lobe dysfunction and was carried out as a descriptive, qualitative study, based on a review of medical records and interviews with nursing staff (n=10) that was analysed with qualitative content analysis. The difficulties were related to the patients lack of inhibition and judgement, anxiety, agitation, reduced ability to care for physical needs, egocentrism, imbalance between rest and activity, and depressed mood. The possibilities were seen in relation to the nursing staffs professional encounter, characterised by being distinct and consequent, being a step ahead, being flexible and catch the moment, being calm and create a positive atmosphere, being close and trusting and being and doing together. To receive continuous feedback and support was a prerequisite for the staffs? engagement.

The aim is to develop a new decision-making model for credit-loans. The model will be specific for credit applicants of the OKQ8 bank, becauseit is based on data of earlier applicants of credit from the client (the bank). The final model is, in effect, functional enough to use informationabout a new applicant as input, and predict the outcome to either the good risk group or the bad risk group based on the applicant?s properties.The prediction may then lay the foundation for the decision to grant or deny credit loan.Because of the skewed distribution in the response variable, different sampling techniques are evaluated. These include oversampling with SMOTE, random undersampling and pure oversampling in the form of scalar weighting of the minority class.