Sammanfattning Titel: Återkoppling till kunden ? steget många företag glömmer Författare: Johanna Labraaten och Fanny Murén Bakgrund: Att värna om kundrelationer är viktigt inom de flesta branscher. Utifrån ett fastighetsföretags perspektiv strävar man alltid efter lojala hyresgäster och en långsiktig relation. Genom god service och kontinuerlig kommunikation skapas bra förutsättningar. Företagets hantering och kommunikation vid felanmälningar bidrar till hur hyresgästen upplever företaget.

The subject of motivation and feedback is something that the literature regarding management treats as significant. Therefore we have investigated how managers work with feedback in motivational and development purposes within union companies in Gothenburg. According to the existing theory it is important that feedback is given correctly and with relevant content, and thus affect both the recipient's own development and the growth of the business. Earlier authors also discuss the complexity of feedback that it is important to consider all of the surrounding aspects, and that it is important to be aware that there is no single approach that can be directly applied on all types of organizations.To investigate how the managers within the union companies motivate their employers without access to monetary incentive, we conducted a qualitative study with in-depth interviews with four respondents. The respondents were decision makers at their respective union company with the roles as CEO or deputy CEO.

Syftet med studien var att undersöka hur gymnasieelever vill få feedback i ämnet idrott & hälsa, om positiv feedback från idrottsläraren upplevs som gynnande för elevernas motivation samt att undersöka om motivationsklimatet upplevs som uppgiftsorienterat eller självorienterat av eleverna. I studien deltog 8 gymnasielever (4 pojkar, 4 flickor) i åldern 16 år. Semistrukturerade intervjuguider användes under intervjuerna som genomfördes på neutrala platser. Informanterna ville få positiv feedback samt instruktiv feedback. Positiv feedback upplevdes som gynnande för informanternas motivation.

Syfte och frågeställningarSyftet med studien var att undersöka vad lärare i ämnet idrott och hälsa i årskurs 1-6 hade för syfte med den feedback som ges under lektionerna. Studien syftar även till att undersöka vilka olika sorters feedback som dessa lärare ger uttryck för.? Vad har lärare i idrott och hälsa för mål med den feedback som ges?? Vilka olika sorters feedback ger lärare i idrott och hälsa uttryck för?MetodStudien är en kvalitativ studie där sju stycken lärare i idrott och hälsa som undervisar i årkurserna 1-6 medverkar. Först observerades två lektioner och sedan blev lärarna intervjuade. Totalt genomfördes 14 observationer och sju intervjuer.ResultatStudien visar att lärare har olika syften med den feedback som ges.

En konsult vid företagshälsovården i Norrland använder sig av Organizational Behavior Management (OBM) för att hantera konflikter. Konsulten beskriver metoden som ?att det är inte problemet som är problemet, utan det är lösningen som är problemet?. I OBM fokuseras inte på vad som har hänt eller vad anställda känner, utan på beteendet, d.v.s. det som de anställda gör och säger i en given situation.

This report addresses the growing need to adapt the medical healthcare to the new possibilities that can be accomplished by incorporating a web aspect to the personal treatment plans of patients. It describes what implementations that need to be considered in order to successfully convert to a partially web-based treatment.The report also reflects the potential economical gain that can be made by keeping the communication between the patient and the doctor frequent. It also takes into account the personal gain to the patient by increased feedback and easier ways to communicate with their attending physician and thereby increasing the quality of their healthcare and service.The construction of a prototype of the system required is also included in the report as a description of construction and functionality of the prototype along with results and estimated outcome..

Syftet med vår studie var att kartlägga huruvida formativ bedömning och feedback används och arbetas med i idrottsundervisning, samt se om det fanns några skillnader mellan pojkar och flickor i hur feedback gavs. Studien gjordes på två olika skolor, båda belägna i södra Sverige, där vi intervjuade lärare och elever samt observerade idrottslektioner. Resultatet av studien visar att formativ bedömning och feedback förekommer i olika grad i idrottsundervisningen. Vidare visar resultatet att det formativa bedömningsarbetet skiljer sig mellan idrottslärarna samt att de använder olika hjälpmedel i denna bedömningsprocess. Studien visar också att den feedback som ges till eleverna är ofta direkt och positiv men utan framåtsyftande information.

Audit is a service of society that takes place in the public interest. To guarantee the quality of auditing a quality control is done with predetermined time intervals. The purpose of this paper is to investigate and analyze the concept quality and the procedure of the quality control and further to tie concepts like trust and ethics to the audit profession. To make the picture complete the paper also provides an insight regarding what deficiencies in quality, in other words failures, means to the audit profession. By performing semi-structured interviews with seven qualified auditors, active on different auditing firms in Skåne, substantial information was collected.

The quality of meals is included in the constant improvement of each preschool. The study is carried out on behalf of the City of Malmö and Environmental Management and focuses on this quality work. By compiling a checklist of meal quality and by identifying what the meal quality means for persons working with the meal (managers, cooks, educators and parents), it is our wish that this will be a help in their quality work. To inspire the composition various organizations working methods and ways to manage, evaluate and make use of different models and tools to improve the dining quality, has been studied. In the literature, the work has received confirmation of theories that emerged during the analysis work of what a meal is and how quality can be measured. The results show that food quality is described as a complex concept consisting of different parts, where the food, atmosphere, service, together form the meal quality. The semi-structured interviews and the inquiry form, have given an indication of the preschool work with quality in the meal activities and it shows that on a wide range and large differences.

Prestationsmätning används för att mäta anställdas prestationer och ett sätt att utvärdera dessa är genom att använda feedback. Feedback ger möjlighet att diskutera individers styrkor respektive svagheter och kan användas för att påverka ett beteende och framförallt för att påverka en individs arbetsinsats. När feedback ska förmedlas är det viktigt att återkoppling är anpassad efter personen som ska ta del av den för att feedbacken ska bli så effektiv som möjligt. Mottagaren av feedbacken bör se detta som något positivt för att förstå hur dennes handlingar påverkar både sin egen och hela organisationens prestation. Hur feedback förmedlas inom olika professioner kan variera på grund av att olika professioner också utvärderas på olika sätt.

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.

The purpose of this study is to provide a longitudinal examination, within grocery retailing, of four marketing tools and their impact on enhancing customer loyalty. The study examines whether the relationship between the four marketing tools and customer satisfaction has a positive effect on attitude and behavior loyalty. The findings from this study show that the marketing tools have not helped enhancing loyalty between 2004 and 2007. Between these years, service quality has the most affect on loyalty. Self-scanning as an effective marketing tool could be questioned, the relation in this study is not supported.

This examination has been made in cooperation with Jernhusen which is an estate company owned by the government, with estates along the railways in Sweden. This assignment is to help Jernhusens business area Projektfastigheter with their experience feedback, which is to-day almost absent. Business area Projektfastigheter has the task of supporting Jernhusens three other business areas with skills and resources for the estate projects that Jernhusen runs. Jernhusen must become stronger with the collecting of experiences and as a business because of the liberalization of the railways, which leads to a more competitive market. A tool for this is successful experience feedback.The concept of experience feedback is to gain experience across a variety of cases, where individuals and/or groups can chose situations with relevant similarities and differences with current case.

In recent years, employees at large companies have started to demand that their employer should work more for good causes. The money the company wants to donate to charity is distributed mostly through a vote to decide where the money will be remitted. The purpose of this design case is to develop a design concept for a web-based donation service that involves all employees at a company. Furthermore, the authors of this study intends to explore how the motivation for employees of a company can be affected by participation in this service. In this design case, the service function, quality and concept was tested and evaluated.

Intense competition and pressure from various market participants is prevalent in today?s modern and technologically developed society. It is important to keep a high standard of service and customer care to be able to keep your position on the market. The focus of the paper is to study how a store manager can influence their employees to perform better on the job, in terms of service to customers and increased sales. The aim is to analyze the different tools store managers use to motivate their employees with the goal of improving service to the customer and to increase sales.