The purpose of this master?s thesis is to examine what needs and expectations the patrons have on the local public library services for adult students. With increased knowledge of these matters the library will be able to support and improve the service for users. The focus is on adult students with immigrant background who study Swedish as second language in a municipal adult education school. The main questions are: How do adult students use the library at present? What do they consider to be most important when using the public library for their studies? How do these expectations correspond to their experience of the library services? Two focusgroups and one in-depth interview were carried out.

The Church of Sweden had barely 6.5 million members in 2012. Just over 1% of the members visit a church service regularly every Sunday. The number of visitors in worship services has diminished continuously for a very long time. From 1990 to 2010, the annual number of visitors at the main worship services has decreased by 50% from 9 million to about 4.5 million. The service activities can still be maintained at the current level because the many passive members still pays their membership fee.

The outset of this thesis is to raise questions on how we design for the mobile context and the capabilities of smartphones. Not only the presentation but also the use of input and interaction between a service and a user.This work evolves around sign up forms and answers the question: How does the sign up process affect the holistic perspective of a digital service regarding usability and user experience? This thesis consists of a case studies, and design experiments conducted on Twitter, Instagram and Randos sign up processes to explore if and how the usability, and the user experience could be affected and im- proved.This concluded some important aspects to be considered when designing sign up forms for a digital service.The usability, and the user experience is not only affected by user interaction, and the choice of input method but it?s also affected by which data the service is requesting, and more important; if that data is motivated to request by the service..

The purpose of this Master thesis is to compare the perception and significance of reference work in two countries, Sweden and Germany. This will be achieved by means of a literature review of previous research literature and public documents and a content analysis of articles from two library journals.A first step was to examine the historical development of reference work in the selected countries. In connection with this there proved to be distinct phases in the discussion regarding reference work. These phases with their specific discourses, themes and emphases reflected and thus later were confirmed in the second part of the study.The results show that despite some similarities there are also quite a few differences in how reference work is perceived in both countries. For Sweden, the idea of reference work was introduced relatively early.

Service förknippas av de flesta med ett personligt bemötande. Samtidigt strävar företagen inom servicesektorn efter att effektivisera sina tjänster och produkter. Samhället går med teknikens hjälp mot en mer rationaliserad utveckling. En följd av utvecklingen är självbetjäningskoncepten som ökar i de olika delarna av samhället.  Genom att låta gästerna göra mycket av det som tidigare utförts av personal minskar vikten av det personliga bemötandet. Det finns hotell som helt avskaffat det personliga bemötandet och ersatt det med självbetjäningsteknologi.

Denna uppsats handlar om hur Shared service (SS) inom den offentliga sektorn kan ses som en del av New Public Management (NPM). SS har beskrivits som ett verktyg för att uppnå de egenskaper som karaktäriserats som NPM, och denna uppsats syftar till att se ifall användandet av Shared Service inom den offentliga sektorn kan ses som en del av New Public Management. Genom en fallstudie på Kammarkollegiets Enhet för Administrativ Service har detta genomförts. Sekundärdata i form av rapporter har studerats samt intervjuer med direktören för Enheten för Administrativ Service Håkan Viberg har genomförts. Analysen visar på att detta fall i hög grad uppfyller kriterierna för NPM och motiven för SS, även om vissa skillnader har kunnat identifieras.

Executive summary This master thesis was originally based on a specific assignment given to the authors from ABB Full Service, a unit specializing in providing maintenance outsourcing: ?How can ABB Full Service expand its offering of providing fundamental maintenance by seamlessly incorporating the business concept with competencies and solutions from other ABB divisions?? The academic issue was developed throughout the thesis, resulting in the following formulation: ?From an organizational perspective; how can service providers bring continuous added value to intra-organizational outsourcing partnerships?? Many of the key findings of this thesis are reflected in the issue. The term intra-organizational outsourcing is a proposed addition to the terminology in the academic discourse on outsourcing. The definition of the term is: ? Where an organization outsources a business process interlinked with the physical operations, requiring the service provider to take over a preexisting unit and its employees.This is an accurate description of the form of outsourcing that ABB Full Service is engaged in.

On a highly competitive market, quality is an important aspect to take into account, both in terms of goods and services. The Swedish timber market is very competitive and to achieve long-term success focus on the customer, in this case private forest owners, is a prerequisite. SCA Skog AB Jämtlands forest management administration is dependent on the acquisition of timber from private forest owners to fulfil their mission to the supply of SCA's paper and sawmills in Sweden with raw material. To be able to develop the cooperation with private forest owners, the administration investigates their quality management by measuring the customer satisfaction index (CSI). The purpose of the study was to identify a practical and systematic method to handle deviations and suggestions for improvements to achieve a higher customer satisfaction.

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.

Upon marketing the system in Europe and the USA cost savings generated from reduced work force have been prevailing. Since the cost of labour is much lower in the Asia Pacific region other factors have to be stressed. The parameters of flexibility and quality assurance may however cover any initial investment in a production system. Our purpose is to value flexibility and quality in a manufacturing context, applied to DAS, in order to use it in investment calculations. In order to make an adequate estimation of different companies, due to problems associated with acquiring correct figures, the Key Success Factors needs to be examined so that the gathering of numbers can be conducted with more focus.

This thesis has been done in collaboration with Peab Stockholm Building 3, which is a region within the Peab Sverige AB. The report is based on a survey and studies of Peab business management systems and production literature. For general information gathering has literature from well-known sources collected in libraries and through the Internet. It shows through the work that Peab has routines for experience feedback in the construction process, but that these procedures work in a small scale and the practical work experience feedback does not work at all. This is also something the construction industry in general also perceived as problematic. The questions in the report are of a wide scale and concerns construction errors cost, how the employees perceive that the company takes advantage of the skills and the mental stress in production line. The goal is to find how Peab Stockholm Building 3 will work on the experience feedback to allow for better productivity. In conclusion, the report author tries to demonstrate what can lead to increased productivity and improved work experience..

Inom Business Intelligence har begreppet Self-Service Business Intelligence (Self-Service BI) vuxit fram. Self-Service BI omfattar verktyg vilka möjliggör för slutanvändare att göra analyser och skapa rapporter utan teknisk support. Ett av dessa verktyg är Microsoft PowerPivot.På Transportstyrelsens Järnvägsavdelning finns behov av ett Self-Service BI-verktyg. Vi fick i uppdrag av Sogeti att undersöka om PowerPivot var ett lämpligt verktyg för Transportstyrelsen. Målet med uppsatsen har varit att testa vilka tekniska möjligheter och begränsningar PowerPivot har samt huruvida PowerPivot är användbart för Transportstyrelsen.För att få en djupare förståelse för Self-Service BI har vi kartlagt vilka möjligheter och begränsningar med Self-Service BI-verktyg som finns beskrivna i litteraturen.

 Den ökade globala konkurrensen har lett till en mer osäker arbetsmarknad som kräver allt större flexibilitet hos individen. Osäkerheten på marknaden har lett till en upplevelse av anställningsotrygghet hos individen. Anställningsotrygghet antas ha konsekvenser för både individ och organisation. Syftet med föreliggande studie är att undersöka om ledarskap kan reducera anställningsotrygghetens konsekvenser (arbetstillfredsställelse, organisatoriskt engagemang, intention att lämna organisationen och tillit till organisationen). Tre olika aspekter av ledarskap står i fokus: kommunikation med chefen, feedback från chefen och stöd från chefen.

The purpose of this thesis is to discuss how an instrument originally developed for measuring changes toward lean thinking inservice organizations in general should be adjusted in order to be of use in service organizations within the healthcare sector, andin hospital organizations in specific. The adjustments are suggested based on difficulties specifically arising when implementinglean within the healthcare sector.Thesis starting point is a pre-existing lean assessment instrument developed for service organizations in general. The thesis appliesa qualitative method and integrates literature from the health care sector and lean production movement with the expertise of tenacademics and practitioners in order to find difficulties associated with the implementation of lean within the healthcare sector.These difficulties then lie as the substratum for the adjustments suggested to be made on the instrument.The thesis finds that lean, as a philosophy, does not differ between service organizations in general and service organizationswithin healthcare settings. However, due to deficits in the general understanding of lean some adaptions on the instrument mustbe made. First, some words associated with production must be changed to words associated with healthcare.

Studien undersöker relationen mellan kommunikation och organisationsförändring. Studien tar plats på en klinik vid ett svenskt sjukhus. Två frågor ställs, vilka är: Hur har kommunikation använts i förändringsprocessen? Och, vad har kommunikationen inneburit för de berörda och deras syn på förändringarna? Resultatet visar att kommunikation oftast ses som feedback för att förbättra förändringarna och för att skapa delaktighet. Huruvida kommunikation faktiskt ses som feedback och delaktigheten är äkta, ifrågasätts också.