Seminariedatum: 2013-05-30Kurs: Mälardalens Högskola, FÖA300, Kandidatatuppsats i Företagsekonomi, 15hp.Författare: Sebastian Enlund & Daniel Kauppinen, Västerås.Titel: Hur används CRM i ishockeyklubben VIK Hockey vars organisation definieras som en hybridorganisation?Handledare: Angelina Sundström.Nyckelord: CRM, Customer Relationship Management, 7P, hybridorganisation .Syfte: Syftet med denna uppsats är att beskriva användandet av CRM i en hybridorganisation. Detta kommer göras genom att studera VIK Hockeys användande av CRM.Metod: En kvalitativ metod har använts för att erhålla empirisk data som sedan analyserats tillsammans med de teoretiska resonemang som legat till grund för denna uppsats. Studieobjektet i denna uppsats har varit elitishockeyklubben VIK Hockey.Slutsats: Den slutsats som togs fram i uppsatsen är den att elitishockeyklubben VIK Hockey inte använder sig utav CRMs fulla potential, det finns stora möjligheter för organisationen att förbättra sitt användande av CRM..

I hospitalitybranschen arbetas det intensivt med att erbjuda sina gäster så bra upplevelser som möjligt. Nya teknologiska lösningar som påverkar gästers interaktion med branschen utvecklas ständigt, samtidigt som människors levnadsvanor blir allt mer integrerade med det teknologiska. Flera undersökningar visar att just teknologi inkorporerad i hospitalitybranschen är en bidragande faktor för en förhöjd gästupplevelse, men trots det är det få inom branschen som väljer att anamma den. Tron om att den typen av investeringar är allt för kostsamma, okunskap om att teknologin finns och en allt för konservativ syn är tänkbara förklaringar till att stora delar av branschen halkar efter.I uppsatsen redogörs för några i världen pågående trender och en litteraturstudie genomförs för att undersöka hur teknologi kan användas för att förhöja gästupplevelsen inom hospitalitybranschen med hänsyn till dessa trender. Uppsatsen diskuterar hur branschen är på väg att förändras och föreslår ett par exempel för hur ditt varumärke kan hänga med i utvecklingen redan idag..

Syftet med vår uppsats var att utreda behovet av multilingvistisk kundservice på den svenska marknaden samt att studera hur företag hanterar kunder med icke-svensk bakgrund. Vårt sekundära syfte vara att undersöka affärsmöjligheter för ett multilingvistiskt call center. Uppsatsens teoretiska ramverk består av kundbaserad teori, där teorier kring Customer Relation Management, kundservice, call center, kommunikation och multilingvistik har använts för att konstruera vårt teoretiska ramverk. Analysen av empirin har i sin tur skett mot det teoretiska ramverket. Metoden som tillämpades i studien är kvalitativ med en hypodeduktiv och induktiv ansats.

Aim: The aim of our study is to analyze and evaluate from a marketing perspective how estate agents can use facebook to strengthen their brand. Method: We have used an inductive study form where we?ve used a quality and a quantity data gathering method. The data has been gathered from an interview with Botkyrkabyggens marketing coordinator and from an internet survey based on a convience selection and a snow ball selection.Theory: SWOT, Brand Equity, Word of Mouth, Customer Relationship ManagementConclusion: Facebook can create and measure "word of mouth" effects, and also create better information management and flow of information compared to traditional marketing for an estate agent. The risks of facebook is the difficulty in educating the staff about the site and the fact that facebook dominates the policies and rules which suddenly can change.

Umeå University currently uses two Course Management System, Moodle and Sakai (Cambro). Both Moodle and Sakai are based on open source code and are today the two more popular choices among Swedish Universities. They both have different strengths and weaknesses both from a technical perspective and a user perspective. This can create problems for a course responsible/teacher when it comes to planning the course structure at a distance course but also when planning the course structure on a campus course that uses a Course Management System. With this as my starting point my formulations of questions become:How do the Course Management Systems that Umeå University uses differs, both from a technical perspective and user perspective?What possibilities is there in the Course Management Systems to use a different Course Structure?Is there a noticeable difference on the view of Course Management System of teachers and students at different departments?The purpose with my essay is to create a basis that course responsible/teacher can use to plan the course structure.

The purpose of this paper is to examine the narrative in You are a bad man, mr Gum! to be able to understand and explain the intermedial aspects of the work. I assume an intermedial, narratological and reception theory perspective in my analysis. The method of close reading is used combined with a reader-oriented perspective. I examine the medial aspects of the chosen work through the pictures, the text, and the iconicity of the typographical pattern of the text. To reach my goal, the following questions are dealt with: What is the character of the narration? How do the various media interact in the production of meaning? What is the relationship between the text and the implicit reader? What is the narratological difference between reading the book aloud and silently? The theoretical framework f the paper consists of narratological and intermedial theories.

Real estate managers work in a hard branch with big competition and skeptical customers. For most people, buying a property is the biggest private purchase of their lives. This puts a big pressure on the real estate agent to make the process run smooth. But how does the customer know which real estate manager to choose? We have researched what effect the real estate managers clothing has on the customers? first impression and how clothing affects customers? choice of real estate agents.To answer our questions we´ve done 13 projective interviews with ten customers and three real estate agents, where we showed four pictures with the same person dressed in different styles.

The purpose of this thesis was, on the mission of LRF Konsult Södra marknadsområdet, to research on why their customers were satisfied and/or dissatisfied. The research was performed in two segments: customers that had joined the company through acquisitions of other accounting firms and customers that had been in contact with LRF Konsult?s personal sellers.To be able to find the answer to our purpose we chose to do a qualitative study. Five interviews were performed with customers in southern Sweden, Skåne and Halland, to get their personal view of the service and of their relation to LRF Konsult and their contact person.The theories suggested that the satisfaction of the customers would increase depending on their relation with LRF Konsult and their contact person. Our research concluded the relation differed for each customer and that it was of great importance that the contact person at LRF Konsult understood and adapted the relation to what the customer wanted.

This quantitative study explores how employee perceived efficiency within customer service is affected by standardized routines, digital tools, and motivational factors. The study is based on survey data collected from 42 employees across five customer service departments in a larger organization. The theoretical foundation integrates Weber?s bureaucracy theory, the Technology Acceptance Model (TAM), and the Job Characteristics Model (JCM), allowing for a multidimensional analysis to capture the employees' experiences of efficiency. Findings reveal a statistically significant positive relationship between perceived efficiency and both standardized routines and perceived digital tool usefulness and ease of use. Furthermore, the study identifies that skill variety and task significance are positively correlated with experienced meaningfulness, which indicates a potential mediating relationship between these motivational aspects and perceived efficiency.

ABSTRACTThis thesis aims to explain how companies and organizations can form their recruitingprocess to successfully recruit people with the same values as the company ororganisation. We have conducted this thesis because we consider it to be of relevancedue to limited research on the subject. To fulfill the purpose of this thesis we havefocused on one main issue. That is how companies can shape their recruiting process torecruit people with the same values as the company. Our ambition is to describe thissubject from a recruiting perspective with the values in focus.

Human - Technology - Organization (HTO) is a well-established, general unifying concept in the Swedish Accident Investigation Authority (SHK) that represents an approach, knowledge and use of various tools regarding interactions between people, technology and organizational factors. The HTO-perspective is well described in literature but there are few studies on how SHKs staff experiences working according to this method in their investigations. The aim of this study was therefore to describe their HTO-perspective, examine how it is used in the investigations at SHK and describe the investigators experience of working with the HTO-perspective as well as the method's usefulness compared to old methods in accident investigations. A literature study has been conducted in the areas of HTO, Theory of planned behavior (TPB) and safety culture. TPB and safety culture are described in this paper since they highlight the different aspects of a HTO-perspective.

This examination work aims to describe how a supply chain around the biggest pellets factory in Sweden will be configured in a logistic perspective. The plant and associated infrastructure are in the building phase and will have production start on the 2 November 2009. The key question that is set in this examination work is to recognize the logistic processes which are essential for an effective flow of materials and information that link the source of supply with the ultimate customer. In order to get the answer, a flowcharting of these supply chain processes is required for understanding the pipeline activities such as input and storage of raw material, the production system and the output of pellets to the customers. The basis for this supply chain map is a model-based representation of these logistic processes and activities that are involved around the pellets factory.

AbstractTitle: Cheap Monday ? A qualitative study of the consumers? opinions of the brand (Cheap Monday ? En kvalitativ studie av konsumenternas åsikter om märket)Number of pages: 38 (40 including enclosures)Author: Oskar NorlanderTutor: Göran SvenssonCourse: Media and Communication Studies CPeriod: Autumn 2007University: Division of Media and Communication, Department of Information Science, Uppsala UniversityPurpose/Aim: The purpose of this essay is to examine from the customers? perspective how the Swedish jeans-brand Cheap Monday in just three years time could become such a prominent brand on the Swedish market. An additional purpose is to examine whether there is some kind of brand community connected to the brand or not.Material/Method: The main method used in this essay has been qualitative interviews with ten consumers of the brand. The answers from these interviews has then been analysed using two different theories, Keller?s Customer Based Brand Equity and Muniz and O?Guinnn?s Brand Community.Main results: The main results of this essay is that Cheap Monday is a brand that has become successful due to people?s perception of who the users of the brand are.

Lean is a production philosophy which is about increased resource use while meeting customer requirements. The foundation of lean comes from Toyota and their production philosophy The Toyota Way. Professor Jeffrey k. Liker has worked with Toyota's production philosophy and Lean for a long time and has created a 4 P model and 14 principles that characterize the Toyota production system (TPS), which many sources refer to.The aim of my work is to study the working procedure of asphalt projects from sales to the laid asphalt with a focus on planning and production management. The goal is to examine how the lean philosophy can be applied in planning and production to simplify the flow of asphalt projects based on Likers model and principles.

With the starting point in UN peacekeeping operations, this essay investigates the participation of the Swedish armed forces and how the Swedish soldiers perceive their role in those operations. The aim of the study was to explore different perceptions about the Swedish soldiers in international operations. Partly from the Swedish soldiers perspective and how they perceived their own role as soldiers. Partly from the perspective of civilians, like Swedish aid workers, and how they perceive the Swedish soldiers. The third perspective was from a person with mixed experiences from both the military and the civilian work.