Effektiv kundsupport har blivit allt viktigare och studier visar på att de kunder som lämnar företag gör det till följd av dålig service. Anledningen till att uppsatsgruppen valt Customer Relationship Management (CRM) som ämnesområde är på grund av egna erfarenheter och upplevelser av dålig och opersonlig kundsupport. På grund av detta finner uppsatsgruppen att det är intressant att undersöka hur företag hanterar kundsupport och hur informationsteknik (IT) kan stödja denna verksamhet. Uppsatsen är skriven ur ett deduktivt angreppssätt som kännetecknas av att empirisk data testas mot befintlig teori. Det empiriska materialet samlades in genom att intervjua fem företag som bedriver support med stöd av IT.

The topic of this essay is whether the private owned ammunition factory Norma Projectile AB was a part of a war economy system from 1938 to 1943. This is done by analyzing specific documents from the company´s archives that expose the connection with Swedish authorities. The selection and analysis of these documents are based on four main criteria?s of the concept war economy. These criteria?s are based on Ivan T.

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.

Det finns en låg grad av mångfald i svenska börsbolagsstyrelser. Enligt omfattande studierförbättrar ökad mångfald en grupps kreativitet och prestation. Syftet med studien är attanalysera hur mångfaldsmåtten åldersspridning och kvinnonärvaro i svenskabörsbolagsstyrelser kan påverka vd:s position, eftersom grunden för ett framgångsriktjämställdhetsarbete ligger i ett företags ledningsgrupp med vd som främsta representant.Studien inkluderar samtliga kvinnor som varit vd:ar på börserna Nasdaq OMX Stockholmoch NGM Equity och en jämförelsegrupp av manliga vd:ar som haft förtroendeperioderunder liknande omständigheter som kvinnorna. Resultatet visar ett samband mellan kvinnligstyrelsenärvaro och förlängd förtroendeperiod för vd:ar, i synnerhet för de kvinnligavd:arna..

Aktörer inom fastighetsbranschen har visat stort intresse att möta den nya Generation Y och söka kunskap inom marknadsföring mot dessa. Aktörerna efterfrågar kunskap för att bygga långsiktiga kundrelationer, där bostadsbristen inte är lika utbredd som i storstäderna. Syftet med denna studie är att analysera om engagemang, förtroende och lojalitet är avgörande faktorer vid skapandet av långsiktiga kundrelationer med Generation Y. Vidare presenteras teori angående vad som ligger till grund för långsiktiga kundrelationer. 103 respondenter har medverkat i en internetbaserad enkätundersökning där svaren har analyserats i det statistiska analysverktyget SPSS. Följande analyser har genomförts: korrelationsanalys, faktoranalys, regressionsanalys samt klusteranalys.

Traditions are something that is very important to many people, Christmas is usually no exception. Christmas tree, Christmas ham, herring and candle lights are just as important as the advent candlestick. The advent candlestick help you get the Christmas feeling during the countdown. In this report the work with a new advent candlestick concept can be followed step by step.A lot of information was needed in the beginning. By doing some research, surveys and interviews the ground was established for further work.

Background: It is today common for companies to provide some sort of incentive for CEO's and senior management positions to motivate, retain and benefit employees within a company. This is in order to drive the goals of the CEO and management in the direction that is desired by the owner. Currently, the Swedish centre-right government has forbidden the use of such variable pay within state-owned companies. There are two different attitudes to variable pay, one that is in favour and one that rejects it. However most people agree on the fact that a well-functioning incentive scheme can be of great strategic importance for a company.Approach: has variable pay to CEO's had any effect on the company's profitability.Aim: the aim of the study is to compare companies who use variable pay to CEO's with companies that do not in relation to their profitability in terms of profit margins, yearly performance, returns on total capital and returns on equity.Method: the study uses a quantitative approach.

Our purpose with this report is to create a structural basis over how to improve handling with international freight at ITAB Shop Concept (further mentioned as ITAB). We have through interviews with employees at ITAB and observations identified problems that have caused difficulties at handling with international freight, from the time when an order is placed to when it?s delivered to the customer. We have also interviewed shipping companies.We have in the theory chapter written about shipping conditions for international freight and a main part of our theory is about NSAB 2000, which describes the obligations and rights shippers and consignee has.In order to improve the efficiency ITAB has to be aware of the problems in the company and try to solve them.The problems we have identified are described in the result chapter. One of the problems is that employees at the warehouse don?t know when gods is supposed to be shipped.

The aim of this report is to analyse the use of the capacity at the CNC (computer numerical control) cutters and show how the level of set up time for these cutters at Stålöv AB. This assignment is concrete whereas there are no subjective questions to this matter and there are only cold figures presented.Production economy is getting more important as the competition hardens and there are several different ways to increase productivity and efficiency in a company. In order to increase productivity and efficiency work studies are used to, through an analysis, find developments in methods that result in improved work methods and to establish the time that are used. Increased production of different parts and customer driven production in combination with increased demands on rationalisation of capital have led to an enlarged interest for shorter set up times in the production.To point out the use of capacity and the set up time of the cutters at Stålöv AB we used frequency studies. Frequency studies are work measure methods based on random observations on predetermined events to calculate the relative occurrence of these events.

Recently, the IASB and the FASB initiated a joint project to determine which companies that could be defined as investment entities and thus subject to an exception from IFRS 10 Consolidated Financial Statements. The first draft, ED/2011/4 Investment Entities, was published in 2011 and included six criteria that a company must meet in order to be classified as an investment entity. Based on academic theory, the fact that the IASB and the FASB published a joint proposal is interesting for several reasons. Traditional accounting theory tends to distinguish between two different approaches in standard setting: principles- and rules-based. The IASB is considered to have a principles-based approach, while the FASB is considered to have a rules-based approach.

This report describes the work process to an interactive movie addressed to children with neurodevelopmental disabilities, where Jippieserien is the client. The aim is to explore how multimodal media can convey Jippieseriens message to children with neurodevelopmental disabilities and their parents, by taking the users needs into account.It is important to focus on the people who will use the system when designing interactive systems. This project is therefore using the designprocess human-centered design for interactive systems. The process includes four basic elements and provides guidelines for user-centered design. These parts are analysis, prototyping, implementation, and evaluation (Johansson.

Social media has changed the way that corporations can communicate with their target groups. Instead of using one?way communications that has been significant for traditional massmarketing, social media has given corporations the possibility to truly interact with their clients and through the interaction build strong relationships. The interaction is an ideal process for corporations to create brand associations and strengthen their brand equity to position their brands in the minds of the consumers. But social media is also a devious medium because everyone are invited to contribute their opinion and news travel fast in social atmosphere, success and crisis can appear fast and out ofnowhere.

Today the school is a given place for preventing social problems. The school struggles continuously to live up to the expectations of balancing preventive social work with pedagogy in a satisfactory way.The purpose of this essay is to get a picture of priorities of social work in school. I want to know what it is that affects and controls the principal's decision about what kind of social project they will accept and be a part of.This essay shows that only one of the eleven principals interviewed apply projects based on evidence when they decide about participation in a social project. Instead, the decisions are based on references from other schools. The reason why the principals do not base their judgement on projects which are based on evidence is because they consider the search for results too time consuming.When there is no requirement that a certain part of the social work in a school must be based on evidence, it leads to the children taking part in different social projects which we can not guarantee are good for them.One solution can be to guide the principals through a national social teachingplan, which can assure that social work based on evidence are being applied in the municipality schools as well as the independent schools..

The study aims to investigate the impact of industrialised homebuilding in the creation of the aestheticproperties of the dwelling architecture.The concepts of industrialised homebuilding and the aesthetic properties of the dwelling architecture aredefined by previously developed models. In these models, industrialised homebuilding is described byeight characteristic areas. The aesthetic properties of the dwelling architecture are described by sevenaesthetic qualities.The study was conducted as a qualitative study, and in-depth interviews were conducted. The companyJM AB is the analysed unit that the author of this report has chosen to study. JM employees and by JMhiredarchitects were interviewed.The report concludes that characteristic area planning and control of processes are considered to havepositive impact on the aesthetic qualities if the process is designed in such a way that the creations ofthese are admitted.

GIS on the Internet is a rather new phenomenon, which has evolved from the need ofdistributed geographical data. It is also a powerful tool for presenting information on theInternet. This master thesis aim to create a web based GIS application with information onlime spreading and the situation concerning acidification in the county of Kronoberg, Sweden.The web based GIS application will be used by the county administrations in Kronoberg toinform the public and the municipal authorities of current counteracting acidification activity.This report includes documentation on acidifying processes and liming activities, which arepublicised together with the web based GIS application. The web based GIS application wascreated with ArcIMS, a new program in the ESRI family of GIS programs. The programincludes a guided structure, to development of everything from a map to a complete GISapplication, including mapservice and websites.