Every business is subject to service Failures. The process of correcting these Failures and turning disappointed customers back into happy ones is called service recovery. This is particularly important in the hotel business, where there are many moments of truth where customers may become dissatisfied. To further complicate things, service recovery is a process where you may have to correct errors of others - people beyond your control. The research field is relatively new and there are no turn-key solutions as to how to systematically work with service recovery.

In this bachelor thesis, diagnostic methods for one of Siemens stem inlet control valves have been developed. The work has taken place during ten weeks at Siemens Industrial Turbomachinery AB in Finspång. The company produce steam- and gas turbines and also provides service and maintenance. The purpose with this project has been to develop diagnostic methods that oversee the health of the control valves. By using the developed methods you will know when it?s time for maintenance.

The improvement programme Six Sigma has often been surrounded by an air of success since it was introduced in the 1980s. Yet there are cases in which introduction of the Six Sigma improvement programme show far from successful results, even complete implementation Failures with no traces of the Six Sigma methodology or any improvements after completion of the introduction. These Failures can cause severe damage to organizations through direct monetary loss caused by a negative result of the investment. Indirectly the failure can cause confusion in the organization and loss of employee motivation. The conclusions have been derived based on a qualitative case study at a Swedish telecommunications company.

The mistakes and Failures on the roof are noticed during inspection of the construction, many of the commentaries are recurring. A contractor should only need to get a commentary once and then learn from the mistake. It has in this study been brought to light that the solution is not to tell the contractors to "stop slattern", it is more complicated than that. Today, the biggest problems are found in leadership, communication, feedback of experience and that the entrepreneurs take too little responsibility.To minimize the amount of commentaries all contractors need to work with a clearer leadership where the leader is both respected and appreciated. The leader must in an effective way be able to convey all the information to all employees.

This paper discusses difficulties and Failures with being a Neutral and objective scientist when writing about a subject which he or she is dedicated too.The purpose with this paper is to study the knowledge process, in other words, is some knowledge harder to see due to the scientist dedication to the subject or is some knowledge constructed due to the scientist dedication to the subject studied, and the process of intermediating, in other words, how to validate the results. Subject which is discussions are scientist objectivity, sociologist dilemmas, and different roles of scientists. The paper also deals with the importance of different perspectives and how ours choice of perspective influences ours research. Ethical state of conditions in interview situations and how we can reflect and criticise our own part and attitudes as an interviewer are also discussed in this paper..

The out-of-town retail establishments are part of the dramatic structural changes in the retailing of food and groceries. There are however strong indications suggesting these establishments result in negative externalities concerning areas such as pollution and urban environment. The purpose of this study is to describe and, from an economic perspective, analyse the Swedish political regulations and planning policies concerning the out-of-town supermarkets. The analysis establishes that the current regulations regarding out-of-town retailing do not, due to the occurrence of market Failures, produce an optimal situation. It might therefore be necessary to change the planning policies in a more restrictive direction.

This report describes the scientific work of designing and manufacturing an intelligent controller module prototype for automobile trailer connections. The functions of the module are both to drive the lamps and detect Failures. The module also contains functions to handle other functions of the trailer. To learn about controller modules the group does extensive feasibility study.The group receives three already existing modules, the functions of the three modules are studied and tested in the lab, this is done too get a overview of the construction. The method used I called reversed engineering, a way of constructing by analyzing constructions already done.When the modules are analyzed, the functions of the prototype are tested and designed without copying the analyzed modules.

Sometimes one get sucked in old thinking which results in that the development brakes down. This is exactly what has happened in the industry Baby Versatile Concept will enter. With innovative solutions on elementary problems and new developed functions the marked not yet seen will the product take land. Though the problem already from start had high potential it was no surprise that, by the realization of the ideas in mars, interested venture capital of four hundred thousand Swedish kronor. Already by the start of the project a concept patent was planned and will now be realized.

Corporate Failures pose a problem for banks, investors, customers, employees andinsurers. With a multivariate discrimination method, the study aims to find the specificfinancial ratios that most accurate reveals a company's financial health, which is ofinterest to all of the above parties. The data consist of 1042 Swedish small enterprisesand 30 different financial ratios between the years 2005?2007. The result shows thatbankrupt firms three years before bankruptcy have a disadvantaged capital structurewith poor solvency and high debt.

This essay is built upon the thoughts of Joseph S. Nye concerning power, and the different ways of exercising that power. The characteristics of Nye's theories are the thoughts about the second face of power, or what he describes as the soft power. The essay seeks to examine what kind of power the US has been in their work for non-proliferation and democracy promotion in the Middle East. It also seeks to find what it is that makes the US to choose to exercise the specific powers.

The aim of this thesis is to describe how service companies through adjustment of the customer?s zone of tolerance can influence customer?s perception of the service during the processes of service delivery and create customer satisfaction. The method used was case study approach utilizing personal interviews, which were conducted at two service companies. The study showed that the aspects of the service that have greatest importance for the customer?s assessment of the service and customer satisfaction among others are personal treatment and that personel behave in the way that makes the customer feel itself taken good care of and unique.

In today s society, services are becoming more and more important. They are however, partly because of their immaterial nature, separated from traditional merchandise, why the marketing and producing of them differs. Quality errors in a service are often difficult to discover before the service is brought to a customer, since the producing and consuming of it often takes place simultaneously. Quality errors in a service process are called service Failures or in Swedish tjänstefel. Nevertheless, with an effective service recovery process, dissatisfied customers can be turned into satisfied ones.

This study investigates the evolution of depictions of Maoist China in Swedish history textbooks from 1970 to 2010. Through examining textbooks from this period, 20 years before the end of the cold war and 20 years after it, this study aims to investigate how quickly and how radically textbooks can change in their depictions of controversial and significant historical periods. Comparing descriptions of both people, tumultuous events, and general trends in China under Mao's rule, this study finds significant differences in how the textbooks describe Maoist China. While textbooks in the 1970s give a largely positive, sympathetic and hopeful view of China, during the 1990s and 2000s that perspective has been overtaken by an overwhelmingly critical view of Mao and his rule, focusing on his Failures and dictatorial rule. The findings add to a somewhat divided field of research on the adaptability of textbooks, leaning toward the idea that textbooks can change rapidly during times of turmoil in a society..

This master thesis is an attempt to study the interface in itself, where the human meets the machine and the problems that can arise. I study a particular interface, namely the OPAC of Libra III. In 1999 IFLA presented recommendations for what an OPAC shall contain, and in one part of my master thesis I compare Libra III with these recommendations from my opinion. In another part of my master thesis I make an investigation where I let five by me chosen persons answer some questions from me, both by doing and verbally. I draw the conclusion that Libra III follows most of the recommendations of IFLA in a sufficient way.

Innovation has been identified as one of the key factors for economic growth long ago. However, the emergence of ?knowledge century? further strengthened the role of the concept since proper management of the knowledge is essential to make the best out of the innovative capacity of the companies as well as the countries. This necessitates a balanced intellectual property rights (IPR) systems, since these rights provide the basis to solve the market Failures faced by innovating firms by creating property rights over knowledge. There is an inherent dilemma between invention and diffusion.