To be able to maintain an adequate ITservice for various users and needs,more municipalities are looking at thepossibility for mergers of local ITdepartments. One solution for mergingmultiple services/functions and creatingsynergy opportunities is called SharedService Center (SSC). The concept of SSCis that the administrative serviceitself becomes a core activity withinthe organization. The aim of this thesisis to provide municipalities who areconsidering a merging of their local ITdepartments with recommendations on howto design the Shared IT Service Center.Recommendations are outlined based on ananalysis of IT-management literature,reports and by conducting a study onthree ongoing collaborations.The conclusions drawn from the studysuggest guidelines for the design of aShared IT Service Center formunicipalities. These are as following:Create a vision associated with aspecific and structured target state.Identify needs for different targetgroups in municipalities and set acommon standard.Create a clear and practical model/SLAappearance of the cooperation andagreement.Ensure the individual municipalitiescommissioning skills in order to notlose it in the context of a common IToperation.Find an organization that is democraticfor member municipalities andfacilitates long-term partnership.Specify the operation and maintenance sothat it can be regulated and controlledEstablish a common help desk.Establish a common standard andconsolidated infrastructure before theintroduction of a common technology platform..

The postindustrial market increasingly demands service infused products to add more value to the customer in order to be competitive. Much research regarding digitalized services indicates that companies have to be innovative in order to compete on the market. However, companies within different industries face different challenges with digital service development. This study has been conducted because there are little known about the opportunities and the challenges different industries faces with a globalized market. Our research question is what the challenges are and what opportunities does strategic digital service development entails for companies.

AbstractThe purpose of this study was to describe the post-operative care during the three first days for patients who have undergone colorectal surgery according to ERAS care programs with a focus on the variables nutrition, elimination, activity, type of analgesia and the number of hospital days documented in the patient record and patient log books. ERAS means "Early Recovery After Surgery" and the purpose of the health care program is to accelerate recovery after colorectal surgery. The study had a descriptive design and a quantitative approach, in which 51 patient records were included. Log books and patient records were reviewed postoperatively. According to the log books estimated most of the patients, who had documented, that they ate and drank very good or good.

Uppsatsen handlar om hur företag hanterar missnöjda kunder, vilket i teorin benämns service recovery. Uppsatsen behandlar ett företag som sedan mindre än ett år tillbaka är en sammanslagning av fyra olika varumärken. Syftet med uppsatsen är att kartlägga hur fallföretaget hanterar missnöjda kunder samt att undersöka möjligheter till förbättringar. Uppsatsen bygger på teorier om service recovery skrivna av Grönroos, Bowen, Hart, Spreng och Best. Avsikten med uppsatsen är att skriva en plan för hur företaget kan förbättra sitt hanterande av missnöjda kunder.

Titel: Något alla vill ha? ? En kvalitativ analys av berättandet om begreppet public service Författare: Kaj Sveningson Kurs: MK1500, Examensarbete i medie-­? och kommunikationsvetenskap vid institutionen för journalistik, medier och kommunikation vid Göteborgs universitet. Termin: Höstterminen 2012 Handledare: Marie Grusell Sidantal: 52 Syfte: Att analysera hur man i ett antal artiklar i svenska tidningar berättar om och beskriver begreppet ?public service?. Metod: Kvalitativa textanalyser Material: Tio (10) artiklar hämtade ur Borås Tidning, Dagens Industri, Dagens Nyheter, Dala-­?Demokraten, Göteborgs-­?Posten, Metro, Resumé samt Svenska Dagbladet.

Folkhälsovetenskapligt program.

Customer service has traditionally consisted of telephone, mail, and later on chat.But the entry of social media has changed the way companies exercise customerservice. Companies should ask themselves whether the same type of traditionalcommunication may or may not function in a new channel and thus whether itcan be applied to social media.The purpose of this study is to describe the companies? use of customer servicein social media and how the communication differentiates from thecommunication in traditional customer service, and also to define the effect onthe customers? relationship to the company. To reach our conclusions we havecombined theoretical references with qualitative interviews.By our analysis, we found that the communication in social media expandsthe possibilities. By entering an unfamiliar channel, customer service has hadto adapt themselves and their language.

The subject of this study was to research whether or not the effect of job insecurity on self reported health differs between good and bad times in the economic climate. Two different years of a national health survey from the Swedish institute of health (FHI) served as data, with 2007 representing good economic climate and 2009 doing the opposite. Both years consisted of data from a national health survey distributed to 20 000 random individuals in Sweden, where 2007 had 5738 valid cases and 2009 had 10 373. A quantitative method was used to determine the difference, consisting of a three variable cross tabulation with chi2-analysis as well as a model of binary logistic regression for each of the two years.The cross tabulation found a significant difference between the two years, with those reporting job insecurity having less of a chance to report bad health during the year representing bad economic climate. While the logistic regression showed the same tendency, the two years could not be significantly differed from each other in that part of the analyzes.With this in mind, the conclusion from the whole test was that no significant difference could be found between the years regarding the health effect of job insecurity..

The aim of this study is to describe and analyse an elderly care team?s prerequisite to anchor a salutogenic perspective and approach in an elderly care team in Kalmar municipality. The study identifies factors that could impede or promote the anchoring and examine how the organisation aims to work in a single direction even if the multidisciplinary team processes a diversity of knowledge, education and abilities. The study is based on qualitative semi-structured interviews from representatives of all professions in the multidisciplinary team; social workers, paramedical professions, nurses and care-givers. The theoretical frame consisted of a translating perspective, leadership and ideas of interaction and power.

Background: Stroke is one of the leading causes for longlasting sequelae, among themloss in cognitive function, like aphasia. Aphasia effects the patients ability to understandand express themselves in speaking and writing. To be able to reach a good level of care,the careproviders and patients ought to have the same goals and values. This requires agood communication between the careproviders and patients. Which can be problematicfor the caregivers when they don't feel secure in their way of getting close to these patients.Aim: The purpose of this study was to illuminate caregivers experience of caring forpatients with the diagnosis aphasia following stroke.Method: This is a literature study where nine studies, with qualitative design, has beenanalyzed and compiled.

Author: Nancy Haglund & Liselotte IvarssonTitle: Care of older people in the future, about generations experiences and conceptions          [Translated title].Assessor: Jan Petersson This study examine generations in three different age?attitudes towards elderly care in the future. Today there is an ongoing debate in Sweden concerning the care of older people. The main focus in the debate is that there is cut down on personnel and resources in the care of the elderly. We have focused on the Kalmar region, since our intention is not to compare with other regions.

Background: Several patients wish to die at home and relatives often become thecaregivers. This task can be a burden and the opportunity for the patient to die at homecan be overshadowed by obligations and responsibilities. Participation of relatives isoften the prerequisite to offer palliative care in the home environment. The purpose: The purpose of the study was to illuminate relatives? need of support during palliativecare in the home based care.

Titel Livsstilsboenden - Processen kring att kombinera livsstil, service och boende Författare Elisa De Toro, Helene Tigerström & Liv Åström Handledare Cecilia Fredriksson & Örjan Hallgren Problem Det finns en stor mängd forskning inom områdena service, boende och livsstil. Dock ser vi att det saknas forskning kring hur dessa kan kombineras och hur processen kring detta ser ut. Syfte Syftet med denna rapport är att få en fördjupad förståelse kring utvecklingsprocessen för ett projektutvecklingsbolag inom boende, vilket vill skapa förutsättningar för att använda service som en del i ett boendekoncept kring en viss livsstil. Metod Vi har tillämpat en deduktiv samt kvalitativ metod för insamlandet av vår empiri. Vi har använt oss av ett fallstudieobjekt, livsstilsboendet Victoria Park, där vi har gjort åtta intervjuer.

Syftet med denna studie var att undersöka kunskap och uppfattningar om papperslösas tillgång och rätt till vård hos personal inom öppen hälso- och sjukvård i Landstinget i Uppsala län. Ett ytterligare syfte var att undersöka om information kring handhavandet av papperslösa finns på arbetsplatserna, vad personal i så fall anser om detta, samt vad de önskar för information. Studien är av en deskriptiv design med kvantitativ ansats. 86 anställda vid vårdcentraler i Uppsala län besvarade enkäter med frågor angående kunskap och uppfattningar om lagstiftning samt tillgång till och önskan om information gällande papperslösa. Insamlad data har sammanställts i Microsoft Excel och presenterats i tabeller och diagram. Resultatet av studien tyder på att det finns en kunskapsbrist bland personal inom öppen hälso- och sjukvård angående lagstiftningen om papperslösas tillgång till sjukvård. Enligt de medverkandes vetskap finns ingen information tillgänglig på arbetsplatsen gällande papperslösa, och så gott som alla önskar information av något slag.

Aim: Through the review of scientific articles, this study aimed to identify which oral health-related quality of life instruments that have been used in studies to measure the oral health-related quality of life in older individuals and the application of such instruments. Method: The study is based on a systematic literature review, where 14 articles have been chosen and evaluated against a checklist. Result: The oral health-related quality of life instruments that have been used on individuals, 65 years and older, are OHIP-49, OHIP-14, OHIP-20 or OHIP-EDENT, GOHAI and OIDP. The instruments are used to examine factors associated with the oral health-related quality of life. Significant associations have been identified, among other things, between the number of teeth in static occlusion, dry mouth and the quality of the dentures, and oral health-related quality of life. Social and cultural associations have also been revealed. Conclusions: Today there exist several well functioning instruments that are used for research purposes.