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 choice of the qualitative data was considered relevant in relation to the chosen topic of the thesis. The empirical data was then compared to the theoretical framework of the thesis. Results: Strategies guide the company to achieve the overall goals, which are later on broken down into operational targets.

In today?s IT world where software is constructed in a rapid pace, testing has become a crucial area to master when testing has to be done at a greater speed. To still be able to handle the demands of high quality software, companies have to spend more resources on testing and introduce test automation. By automating test cases the testers can gain time which they can spend on doing more complex testing and thereby increase the quality of the software.In this thesis we have helped Extenda AB, who delivers systems to retail companies, to introduce test automation in one of their customer specific projects. This has been done using their own in-house ?capture/replay? tool ECP (Extenda Cashier Player).We have also derived a process that explains how Extenda can introduce test automation on other customer projects.

Syfte: Syftet med vår studie är att utreda och analysera hur två kommunala bostadsföretag arbetar med kundorientering idag jämfört med för tio år sedan. Vårt mål är att utifrån en uppföljande studie redogöra för hur kundorienteringstankarna har utvecklats under den senaste tioårsperioden. Arbetar de kommunala bostadsföretagen mer kundorienterat idag jämfört med för tio år sedan? Vi vill även öka kunskapen kring kundorientering och belysa vilka fördelar som finns att vinna hos de kommunala bostadsföretag som väljer att arbeta kundorienterat. Metod: För att genomföra studien har vi samlat information från litteratur och från två intervjuer. Intervjuerna har utförts personligt på respektive respondents kontor.

Denna uppsats behandlar service, ett fenomen som har växt sig starkare de senaste årtiondena och som har kommit att bli ett avgörande verktyg för många företag för att kunna skapa marknadsfördelar. Att ett företag förvaltar mötet dem och kunden emellan på bästa sätt är ofta en kritisk faktor för att få kunden att återvända till butiken även nästa gång. Vissa företag är mer och andra är mindre beroende av ett bra servicesystem och därför är syftet med denna uppsats att undersöka huruvida serviceförväntningarna hos två olika kundgrupper liknar eller skiljer sig från varandra. Kundgrupperna som valts ut tillhör konfektionsföretagen, H&M som är en kedja i lågprissegmentet och Acne som är ett företag i högprissegmentet. Frågeformuleringen som besvaras i uppsatsen gäller som följer: Hur skiljer sig H&M-kunden från Acne-kunden i sina förväntningar på service i butik? För att besvara frågeställningen används en kvantitativ metod en så kallad muntlig strukturerad intervju som är riktad mot de två kundgrupperna.

Stockholms vattenskärning AB in Kungsängen has through the acquisition of a company begun to design and produce aircraft heaters whose origin is early 1970s which follows a high inefficiency in terms of energy consumption and size.The aircraft heater, which is sold worldwide, serves its purpose for customer satisfaction and has done so ever since it was developed in the 70s.Stockholms vattenskärning AB is now investigating the possibility in making the aircraft heaters more efficient, both in terms of energy consumption but also on a more efficient design with the belief that it would lead them to an edge in the market. The aircraft heater consists of several main components whose function altogether is to keep passenger aircrafts warm while they are on the ground.This project has been limited to the further development of the heat exchanger package which accounts for the conversion of the hot medium to the fresh air being carried in to the aircraft cabin. Work has been divided into different phases in order to create a better understanding of the project range and to make it easier to divide the various elements in the time available, 10 weeks. These phases are literature review, situation analysis, concept generation, CAD, concept comparison and writing reports.After the initial literature review was made, a fundamental theory was written which is essential in understanding the remaining parts of the project.With the theoretical part as support, measurements and calculations were made on the current heat exchange package in a situation analysis to ensure its operation and efficiency.In the concept generation phase, the collected facts from the literature review was used as the basis for creating a matrix. The purpose of the matrix was to indicate the two most suitable types of heat exchangers to develop four new concepts out of.In the CAD phase the four concepts was drawn up and then described with text and images.The last phase is the concept comparison where a concept selection matrix is used to function as a decision basis for further production at Stockholms vattenskärning AB. The four concepts have been developed based on the current heat exchanger and is gradually changed into a design of a cross-flow heat exchanger constructed out of stainless sections. The purpose of this is to have gradual upgrading of the heat exchanger as an option, in order not to saturate the market..

Event is something that an increasing number of Swedish cities are investing in since it contributes to higher attractiveness of cities and generate economic revenues. New arenas are built around Sweden to meet the increasing demands to host such events. Event projects are carried out in Sweden and it is important that the planning phase is carried out thoroughly to get a successful project. This thesis aims to look more closely at selected organizations and how they plan their projects and whether it is possible to follow project plans in the event projects. Karlstad has many events that recur annually, including the Swedish Rally.

Veterinary medicine is not merely an area of occupation but also an area of business. In a business the customer service is its identity and brand and more importantly what makes the client choose and recommend the clinic to other potential customers. The licensed veterinary nurse is habitually the one who first meets the clients at the clinic. Therefore it is particularly important for the licensed veterinary nurse at the clinic to offer high-quality customer service. The object of this study was to understand and elucidate how the pet owners experience the encounter with the licensed veterinary nurse at different stages in their contact with the clinic.

Scania CV is one of the world's largest truck manufacturer. It is not only the directproduction of vehicles and methods that are important for Scania but also the servicemarket handling spare parts, repairs and workshops. The department Vehicle ServiceInformation construct standard times through work measurement for particularworks in the workshops. The software application STAM is used in the servicemarket to create and store standard times which then are exported to theworkshops' own systems.The purpose of this master thesis is to analyse and evaluate the internal workmeasurement system that includes standard times and the software STAM. Also,based on external analysis and benchmarking of other systems suggest appropriatefuture development within the area for Scania Vehicle Service Information.In order to perform the investigation, interviews and studies have been doneinternally at the departments that are involved in work measurement as well asexternally at Scania workshops.

This master thesis concerns the relationship the librarianhas to the libraries classification system. The system itselfis made by librarians for librarians and is only used bylibrarians. This raises the question of how the librariansrelate to their own system to create order. The empiricalmaterial consists of five in-depth interviews with librarians.Two theoretical approaches were used in the analysis of thematerial with one focus on the librarian?s professional rolland the other on the postmodern theories about humansneed for order.

This essay deals with the principle of surprise warfare and its development as well as the adaptation of military action that had to be made to surprise the opponent in the modern era.The concept of surprise is divided into its components in order to clarify what is required to implement a surprising maneuver, to understand the complex concept and form a theoretical framework for gathering facts in the case study.Development and adaption are demonstrated by a comparative case study where Pearl Harbor illustrates an example of historical surprise and Operation Desert Storm illustrates a modern surprise. The product will then be analyzed in order to detect the development and how military conduct is forced to adapt in order to carry out a surprising maneuver. The results shows that the military action of performing a surprise attack has had a major development and is now carried out in a different stage of the attack..

Scania CV is one of the world's largest truck manufacturer. It is not only the directproduction of vehicles and methods that are important for Scania but also the servicemarket handling spare parts, repairs and workshops. The department Vehicle ServiceInformation construct standard times through work measurement for particularworks in the workshops. The software application STAM is used in the servicemarket to create and store standard times which then are exported to theworkshops' own systems.The purpose of this master thesis is to analyse and evaluate the internal workmeasurement system that includes standard times and the software STAM. Also,based on external analysis and benchmarking of other systems suggest appropriatefuture development within the area for Scania Vehicle Service Information.In order to perform the investigation, interviews and studies have been doneinternally at the departments that are involved in work measurement as well asexternally at Scania workshops.

Scania CV is one of the world's largest truck manufacturer. It is not only the directproduction of vehicles and methods that are important for Scania but also the servicemarket handling spare parts, repairs and workshops. The department Vehicle ServiceInformation construct standard times through work measurement for particularworks in the workshops. The software application STAM is used in the servicemarket to create and store standard times which then are exported to theworkshops' own systems.The purpose of this master thesis is to analyse and evaluate the internal workmeasurement system that includes standard times and the software STAM. Also,based on external analysis and benchmarking of other systems suggest appropriatefuture development within the area for Scania Vehicle Service Information.In order to perform the investigation, interviews and studies have been doneinternally at the departments that are involved in work measurement as well asexternally at Scania workshops.

Scania CV is one of the world's largest truck manufacturer. It is not only the directproduction of vehicles and methods that are important for Scania but also the servicemarket handling spare parts, repairs and workshops. The department Vehicle ServiceInformation construct standard times through work measurement for particularworks in the workshops. The software application STAM is used in the servicemarket to create and store standard times which then are exported to theworkshops' own systems.The purpose of this master thesis is to analyse and evaluate the internal workmeasurement system that includes standard times and the software STAM. Also,based on external analysis and benchmarking of other systems suggest appropriatefuture development within the area for Scania Vehicle Service Information.In order to perform the investigation, interviews and studies have been doneinternally at the departments that are involved in work measurement as well asexternally at Scania workshops.

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.