Forskning har visat att det förekommer skillnader i bemötandet av kvinnor och män, men att det ofta sker omedvetet. Syftet med denna studie var att undersöka kommunala inspektörers genusmedvetenhet och könsdifferentiering i bemötandet av sina kunder. Genom intervjuer med fem inspektörer fann vi att deras allmänna kunskap och medvetenhet om genus var begränsad. Vi använde även observationer för att undersöka skillnader i inspektörernas bemötande av sina kunder beroende på kön. Resultatet visade att manliga kunder fick större uppmärksamhet, fler öppna frågor och mer beröm från inspektörerna än kvinnliga kunder.

This master thesis has been carried out at Scania R&D at the department of Powertrain Control System Development during the winter 2011/2012. The purpose of the thesis was to produce a method that with the result of troubles codes from the field testing would be able to say something about the maturation of a component, in this case the VGT, variable geometry turbocharger. To start with, it was necessary to investigate hich information was available. After the information been summed up in tables and charts, this so that it was possible to understand the huge amount of data, the calculations started.Since the thesis was about maturation of a component the proportions were calculated of components that had a trouble code in contrast of those who passed the test without a trouble code. This Thesis includes background information about basic of statistics and about the company Scania and its testing process.

Dagens klädföretag vill alltid förbättra sina relationer till kunderna som gör att kunderna blir lojala och stannar hos företag. Företag befinner sig i en väldig konkurrenskraftig bransch vilket innebär att hela tiden hålla kunderna nöjda och försöka möta deras behov. Fler och fler börjar använda sig av CRM-system för att behålla de kunder de har och skaffa nya. Med hjälp av dessa system kan företagen se varje individs köpbeteende och sedan använda denna information för att göra marknadsföring och möjliga rabatter personliga. Vårt syfte med denna studie var att se hur och om tre svenska populära klädföretag arbetar med CRM för att uppnå kundlojalitet och om de inte använde något system, hur de gjorde i så fall.

The competition for customers in today?s society is growing rapidly. Companies invest a great amount of time and recourses to establish and preserve a strong brand. Repositioning is a process that today is necessary for virtually all brands at some point during its lifetime and is about to change a customer's perception of a brand name, by changing its associations. The goal is to create a new, stronger position for the existing brand.

Background: During the 2000s, there has been an increased interest in studying business management and strategy implementation with customer focus in public organisations. To achieve business goals it is important to continuously work with strategies to meet customerdemands for increased efficiency and service. Purpose: The aim of the essay is to examine how to work on strategy implementation in a municipal real estate company from a management perspective in order to achieve overall goals. Method: The study?s methodology is a case study based on qualitative telephone interviews that were conducted with representatives in managerial positions from various levels of the company.

The students have been assigned a task from Consid, were they are supposed to develop a web based platform for handling the company?s consult CV:s. The key features of the system are to simplify the administration part at mission procurements towards customers and to match qualified consultants to certain missions.Consid is an international it-consult company and have about 1000 consults working for them. When Consid makes mission procurements towards a customer they have to manually match the best consult against a certain mission, this is both time consuming and complicated.The students started the project with big visions and thoughts about how the work would be performed and how the system would be developed. After the initial meetings and the closer it came to the beginning of programming it became clear that the expectations were too big.

Syftet med studien är att ge en ökad förståelse för hur kundvärde skapas genom att studera vidvilka tidpunkter värdeskapandet sker, vilken typ av aktiviteter som påverkar värdeskapandet,vilka aktörer som är delaktiga i det och vilka aktörer som styr värdeskapandeprocessen. Detteoretiska ramverket utgår från de två värdeperspektiven Service-Dominant Logic ochCustomer-Dominant Logic. En viktig faktor vid värdeskapandet är kundens kompetens.Kompetensen består av kundens inhämtande av och utnyttjande av kunskap. I den här studienundersöks kundens inhämtande av kunskap och dess förhållande till kundvärde. För attstudera ovanstående har en kvalitativ studie genomförts.

First time labelling occurred was when animal owners marked their cattle in order to distinguish the differences. The need for labelling was added when the trade had expanded during Roman times in order for the customers to know who manufactured their craft. Trademarks are characterized as a way to distinguish one's own product or service from someone else. The marketing purpose is to create an identity. The brand has an important role as an effective competitive tool for businesses.A brand can have many different functions, which will simplify a customer's decision making process in selecting a service or product.

VBG Produkter AB is a process-orientated company that develops, manufactures and markets trailer couplings with belonging coupling equipment, protection equipment against skidding and stands for wagon-bridge for heavy vehicles. The company feels that their set-up time in production for couplings is not at an acceptable level. Due to high demands of customer oriented production the intermediate stock level of included products within the assembly of couplings has gradually increased which has resulted in high inventory holding costs. VBG Produkter applies Kanban in their production, therefore it is important to produce exactly the necessary amount and avoid overproduction. The objective of this project is to suggest appropriate solutions so that VBG Produkter is able to reduce their set-up time in assembly of couplings, by identifying internal and external set-up time for the chosen process bushing cell.

The Public Sector Scorecard (PSS) is a younger version of the balanced scorecard, created for public and nonprofit organizations. The latest model of PSS is divided into three main groups and seven perspectives, while the balanced scorecard consists of four perspectives. Organizations who use either PSS or the balanced scorecard are supposed to have a clear vision spread all over the unit. This study has sought differences between the two models of financial control in both theory and practice. The first part of the study is a theoretical comparison between the models? structures and terms used in them.

It has become increasingly important for businesses today to create a strong customer loyalty tie between their brand and their customers. In most markets today a lot of companies fight for market share and loyal customers. The increased uses of Internet and Internet commerce have made it possible for companies to create relationships with their customers through their websites. The Internet has also opened up new ways for customers to quickly and easily price compare products on price comparison websites. This means that customers have become more price conscious which has lead firms to fall into a price war with the competitors. The purpose of this paper is to examine brand loyalty in the consumer electronics market and go into detail on how web shop role affects the creation of loyalty to companies that are either a shop or do not have an online store. To examine this, a survey was made online and an interview was made with the President on Salesoogle Niklas Rasmusson. The questions and the interview of the questionnaire focused on confidence in online commerce and physical stores.

Our purpose is to display the meaning of fan clubs and further reveal the potential value of fans. This study has an abductive approach with a qualitative data collection, where empirical material has been collected through a micro netnographic study along with qualitative interviews. IKEA and IKEA Family have been applied together with virtual fan clubs to study the fan club phenomenon. The study is based on prior literature concerning loyalty, customer clubs and brand relations. This theoretical framework was chosen to fulfil the purpose of unveiling the meaning of fan clubs and the potential value of fans.

The increased competition in e-commerce puts pressure on e-businesses which makes it even more important to influence the visitors on their e-commerce sites. An often overlooked marketing tool is atmospherics. With the increased focus on e-commerce from both traditional and new e-businesses this marketing tool becomes even more relevant. The aim of this thesis is to investigate how the atmosphere on an e-commerce site influences the customers' thoughts, emotions and behaviors. We examine the effects the level of stimulus on a website has on the customer's emotions, attitudes, intentions, behaviors as well as the relationship between these variables.

Problem: How has Nordea been adapted and influenced by the change of Basel II and how have the employees reacted on the new change?Purpose: This essay has a purpose to study how Basel II has influenced the credit rating at Nordea. We also want to study how the employees have reacted to the new change.Method: To receive the information that was necessary for this study interviews were performed with the employees at Nordea. The interviews were an effective way to start a discussion and by that we received important information.Basel II is new capital cover rules that the Swedish banks have introduced. These new rules mean that it will become more important with safety when it comes to risk management and credit giving.

AbstractThis paper discusses how system development methods today support communication between system developers and their customers and end users. Today there are many system development methodologies with different aims and emphases. It is difficult, however, to find among these methods those who promote good and effective communication with customers because so many of these are very technically rooted and not as much directed towards the soft aspects of systems development - i.e. Human aspects. Our own experiences tells that a simple interview can be initialized without us having an idea what to ask the customer about or how to structure it up - nonetheless it?s done, but the outcome is just chance.