Denna undersökning handlar om hur användandet av CRM-system (Customer Relationship Management) påverkar företag och dess kundrelationer. Forskningen om detta visar att CRM-system kan ge stora fördelar för både kunderna, företaget och relationerna där emellan. Men det finns många delar som påverkar hur mycket ett CRM-system förändrar relationerna mellan företag och deras kunder. Resultatet från denna undersökning kan vara av intresse för företag som går i tankarna att skaffa ett CRM-system eller förnya det som dem redan har. Vilket leder fram till vår problemfråga: Hur påverkar CRM-system företag och dess kundrelationer?Syftet med uppsatsen är att beskriva och analysera hur ett CRM-system påverkar företag och dess kundrelationer.Undersökningen baseras på en teoriram som ger en inblick i vad relationer är och vilken betydelse kundrelationer har för företag, även behandlas CRM-system och dess effekter på företag.

Background: Delirium is a common condition among elderly patients who are being treated in a hospital environment. However, a large number of patients are wrongly diagnosed. The highest risk categories to develop delirium are elderly people and postoperative patients. By understanding the patients´ experiences the nurse can formulate the care to make it easier for the patient. Aim: The aim of the literature review was to illuminate elderly patients´ experiences of delirium in connection with a hospital visit.

Magnetic resonance imaging (MRI) is a safe and painless diagnostic method. The patient may become concerned, suffer from anxiety and experience the examination as unpleasant. Detailed information and a good treatment can reduce anxiety and distress for the patient. The purpose of this study was to illuminate the patient?s experiences in connection to MRI, and to describe the patients needs for information and treatment.

Statistics indicate an increase in online shopping. This indication could result in the loss of safety factors for the customer, for example the possibility to physically examine the product, interact with professional store personnel and try the product before purchase ? factors which all could support the customer in her choice of company and product. The purpose of this study is to increase the theoretical knowledge regarding strategies in the area of trust-development between customers and companies. We have chosen to investigate what strategies web based companies apply and how they are perceived by their customers.

AbstractTitle:Behovet av kundorientering i fastighetsföretag, finns det?Author:Joel Nilsson ErlemanTutor:Agneta SundströmPurpose:Thru a quality point of view, examine and analyze how Akelius AB customer orientatesthem self in an area such as Brandbergen, were the demand is larger then the supply.Method:Through a qualitative research approach with an inductive and a hermeneutic orientation thestudy approaches Akelius AB and the company?s costumer orientation thru several interviews and asurvey. The gathered data?s purpose is to answer research questions to investigate how costumerorientations function and to how to implement it in real estate companies.Theory:The theory explains the meaning of customer orientation and its use in real estate companies.The theoretical discussion is based on a five-gap model, which is used to analyze the service quality inAkelius AB and to analyze the relation to their costumers.Empire:The findings show how Akelius experience costumer orientation in Brandbergen and thecostumer?s perception of Akelius AB service quality.Analysis:Compares the theory and the empirical data to see the service quality thru using the GapModel.Conclusion:Akelius AB satisfy their customer?s need in what could be expected of them. In thesituation with increased demand and lower supply Akelius AB have the possibility to offer theircostumers a much lower quality than the costumers usually wants and expect.

AbstractThe purpose of this paper is to examine how the religious education is implemented in junior and grammar school. As a base for my examination I used two private schools and two municipal schools. My main goal was to get a better view of the content of the education, the treatment of the students and the conditions for the students to get a greater understanding and respect for others? religious beliefs and opinions through education. To reach this goal I did interviews and field studies which means that the paper has a qualitative approach.The examination showed clearly that the private schools spend a lot more education time on their respective religions while the municipal schools have a more comprehensive education.

The purpose of this thesis is to identify and define Key Perfomance Indicators (KPIs) and value adding services which are used to describe the quality of Forias logistics services from different aspects. The KPIs should be attractive to both Foria and their customers, with the aim to strengthen the interaction between both parties.The basis for this work is a research in which a literature review and a survey of the market for Swedish logistic service providers were carried out. An analysis of the present situation of Foria was carried out, where a number of people in the company were interviewed. These elements were used together with definitions of KPIs to perform the analysis of the work.The result of the work is ten KPIs that have been created and developed for Foria and which are considered to be attractive to both Foria and the selected customers. The KPIs are: · ECO-driving (binary) ? the company has ECO-driving-educated drivers· ECO-driving (comparison figure) ? all drivers individual driving and its resulting exhaust emissions are compared· The environmental impact ? a total of exhaust emissions from all vehicles belonging to a single business, measured in tonne-kilometres· Complete order ? portion of fields with accurate information (in an order), with the possibility of error categorization· Delivery reliability ? time difference between expected and actual delivery, average for all orders· On-time ? the number of days and hours of difference between the expected and the actual time, for all activities of the order· On-time (activity) ? the number of hours and minutes of difference between the expected and the actual time, for each individual activity of the order· Divergence ? a categorization of all causes of divergence and its responsible department· Level of integration ? the level of cooperation between the logistic service provider and the customer· Customer satisfaction ? how well an order will meet the expectations of the customer The KPIs are described in detail with definitions, how they can be used and what is required to implement them in the service process of Foria.

These days, schools are obliged by the law to prepare an annual plan for the prevention of bullying and degrading treatment. The purpose of my work is to investigate the 2 schools efforts to prevent bullying and abuse and how they live up to legal standards. But I have also examined how students in school are experiencing anti-bullying work in their school. I have also examined how much funding schools put on to prevent bullying I school. In this study, I have done interviews with school principals and students to have a clear picture about the school?s anti-bullying work.

The WT1 gene is a complex gene originally known to suppress cancer in kidneys. Studies of WT1 knockout mice have confirmed the important role of WT1 in the pathogenesis of Wilms? tumour, a tumour which counts for 95% of all childhood renal tumours. In that case the WT1 gene acts as a tumour suppressor gene. Subsequent research has shown that the WT1 gene in many other cases acts as an oncogene, e g in leukemia or lung cancer (even though these cancer forms can emerge as a result of many other aetiological factors).

The purpose of this study is to make a qualitative evaluation of the MTFC-program (Multidimensional Treatment Foster Care) on the basis of six youth´s experiences of the program. The study will investigate what the youth experienced as positive and negative about the program as well as finding out what has helped them or inhibited them from the aim of getting out of their criminal lifestyle. A secondary purpose of this study is to make the youth´s voices heard in the research world. The research question is: Which factors in the MTFC-program have helped or inhibited the youth towards the aim of getting out of their criminal lifestyle? For this purpose, a qualitative research method has been used where semistructured interviews have been performed on six youth who have gone through the MTFC-program.

The Swedish mental hospitals existed for about one hundred years, the period around 1880-1980. The research is intended to be from a local setting perspective to study the local approach used to meet requirements from Furunäsets mental hospital principals 1960 - 1972, the effect this had on the care and treatment of mentally ill patients and how Swedish society's changing approach to mental health influenced the process. The results of the research showed that Furunäset searched for ways to meet the principals' requirements which often went against the patients? personal best. Furunäsets mental hospital strove to fulfill its institutional goals in them selves rather than giving patients the care and treatment they needed.

A report has been made at a company in Borås at a company called ACG Nyström. Thecompany is today international and is marketing advanced equipment, systems and furthereducation to the manufacturing industry. A part of ACG Nyström?s production is a machinethey call Unimat. ACG Nyström doesn?t just stand for the actual production of the machine,but also for assembling and installation of the machine at the final customer.

Denna studie syftar till att beskriva patienters upplevelse av läkemedelsassisterad behandling för opiatberoende (LARO), även kallad underhållsbehandling. I studien undersöks hur upplevelsen av LARO är och hur den beskrivs utifrån två olika patientgrupper; de patienter med en mindre välfungerande behandling som dagligen går till mottagningen för att ta medicin övervakat och som lämnar urinprov två gånger i veckan, samt de patienter med en välfungerande behandling som går till mottagningen två gånger i veckan för att lämna urinprov men hämtar medicin på apoteket. I uppsatsen har sex patienter intervjuats om hur de upplever LARO. Uppsatsens resultat illustrerar bland annat upplevd brist på delaktighet och empowerment i behandlingen samt vikten av en god relation mellan patienter och personal på LARO-mottagningen. Studiens slutsats är att Patient empowerment bör vara grundstenen i all arbete med omvårdnad och behandling..

A common assumption in marketing is the wider variety of product a corporation has, the better for the consumer: more product - more choices. Companies often develop a line extension to broaden consumer range through product attributes including quality, function and design. These developed attributes within the product are not always optimal for the consumer. As a result, companies often become entangled in having a price higher than the cost and benefit of the products. This essay aims to analyze the consumer value of line extension products and how these evaluations relate to extended line product pricing.

Near Field Communication, NFC, is a short-range wireless communication technology that enables data exchange between devices in a secure way. A NFC phone has the potential to enable the convergence of wallet, phone and keys, but as many other technological innovations, the launch is struggling. We have discovered that technological innovation is only the first step. For an innovation to be adapted, there need to be business model innovation too. Many actors form the ecosystem of NFC and the business model for each service is still an unsolved problem.