Information technology and globalization has led to an increasing competition and service production has been more and more independent of locations. This has made a market of outsourced telephone costumer service possible. Due to high establishment the market has been saturated and with that price has sunk. Customer companies have the last few years got more negative to outsourcing of their telephone customer service as they through operating the customer service internally want to get closer to their customers.In the empirical study the writers try to figure out which companies the callcenters should try to aim towards to get long and profitable cooperation. This will be done through deducing guiding principles from theories about how different factors around companies costumer service should look like.

På Ovako i Hofors, framställs stål via götgjutning. Göten har ett kvadratiskt tvärsnitt som varierar mellan 300 och 700 mm. Dessa transporteras från stålverket, till valsverket för uppvärmning. Varpå de varmvalsas till färdiga ämnen. Under tiden i ugnen när göten värms upp, oxiderar järn och andra legeringar och bildar glödskal.

Final assignment for Bachelor Degree in Business Administration,Mid Sweden University in ÖstersundSpring term 2008Title: Abolishment of statutory audit ? a qualitative research on banks attitude when credit rating small businessesAuthor: Rima Harouki, Carina HoffmannSupervisor: Anna-Maria JanssonBackground & problem: In Sweden the statutory audit has been mandatory for every corporation since 1983. With the membership in European Union it became possible to allow exception from statutory audit for small businesses, according to the fourth commission of EG. Today, in the European Union, there are few countries that still have statutory audit for smaller businesses, Sweden is one of them. There are discussions about whether Sweden should follow the trend of abolishment and an analysis management by the justice of the Supreme Court Bo Svensson was recently presented, which ended in the conclusion that statutory audit ought to be abolished.

The objective of this paper is to estimate monetary and non-monetary costs for the huntercaused by deer-vehicle collisions in Sweden. These costs include losses in hunting value as wellas time and money efforts related to the handling of wildlife casualties. The calculations arebased on available statistics from 2004 on deer-vehicle collisions involving moose, deer, roedeerand wild boar and on telephone interviews with hunters involved in the tracking of injuredanimals. Altogether, the annual loss in hunting value for moose was assessed to approximately30 million SEK based on the 2004 accident statistics. For roe-deer and fallow deer, thecorresponding figure was approximately 56 million SEK and 1.2 million SEK, while wild boaraccounted for 1.3 million SEK, respectively.

This work derives from the question ?What is a beautiful road??. The question is being discussed in interviews with two employees at the Swedish National Road Administration and two former members of the ?Council of environment and beauty? at the Swedish National Road Administration. The interviews are summarized in my own discussion about the concept of ?Beautiful roads?.

Abstract Aim: Since there is a lack of research based educational interventions concerning the relationship between coaches and young athletes, the aim of this study was to implement and examine the effects of sport psychology intervention for coaches in a track and field club. The research questions were: What are the effects of an educational intervention for coaches, with focus on a motivational climate, on: A) the coaches´ coaching approach B) their athletes´ goal orientation and C) their athletes´ perceived competitive anxiety?Method: The coach education stretched over two months and consisted of four two-hour lessons with focus on motivational climate, goal orientation and sport anxiety. Six coaches (three females, three males), aged 38-52 (M=44.33 years, SD=4.84) and their 59 athletes (27 males and 32 females) aged 12-14 (M=13.10 years, SD=0.82), participated in the study. A control group of 35 athletes (10 males and 25 females), of the same age (M=13.46 years, SD=0.70) and with similar demographic data, was also recruited.

Topography is an important parameter for catchment hydrology, since it is a driver for water flow. Moreover, topography serves as a basis for hydrological models, e.g. ?Top-model?, which is based on a topographical wetness index (TWI). Few studies of TWI have been conducted on agricultural catchment scale. Four fields were studied in a Swedish drained agricultural catchment in order to evaluate the influence of topography on soil wetness.

Aim The purpose of this research is to study the need and the importance of marks in secondary school. The reason is to find out the students' perception of how they are motivated. Furthermore, how students experience the assessment and grading in physical education.What attitudes do students have towards the mark in the subject physical education in 6th and 9th grade, also how does SOC affect their attitudes towards marks?What kind of motivational significance do marks in physical education have in 6th and 9th grade based on their SOC?How do the students experience the assessment in grading in 6th and 9th grade based on their SOC?Method The data was collected with a quantitative approach. The sample consisted of four classes from 6th grade and five classes from 9th grade; all from two different schools in the county of Stockholm.

Open pit mining creates huge amounts of tailings and waste rock deposits. Due to it's content of sulphide minerals, predominantly pyrite (FeS2), there is a risk of oxidation and formation of acid water containing heavy metals, known as Acid Rock Drainage (ARD). To prevent the process of oxidation, the tailings and waste rock have to be reclaimed. The most commonly used methods of reclamation are a coverage of water or soil. Mining also results in a large-scale interference in the landscape that will make an eternal change of its appearance.

The social network services (SNS) on the Internet are becoming more common, and are starting to have a higher range of users, which is affecting Internet marketing. We (the authors) have a feelingthat a growing online marketing within social networks could interrupt the order of social standards. That is why we in this paper have tried to figure out what position marketing has ? and might have ? within SNS, and what impact it will have on social relations.During qualitative interviews along with both representatives of public relation offices as well as with SNS users, we became aware of the occurring strategies of online marketing, and the usersunderstanding of it. In the information from the interviews, we found some interesting contradictions on which this paper underlies.

Uppsatsen undersökte en alternativ metod att kreditbetygsätta företagsobligationer. Metoden är baserad på en modell ursprungligen skapad av Merton (1974) och har modifierats av Byström (2003). Undersökningen utformades som en jämförelsestudie mellan kreditbetyg från kreditvärderingsföretaget Moody?s och mått på konkursavstånd beräknade ur Byströms modell. Modellen gör antagandet om effektiva kapitalmarknader och använder aktiekursinformation och mått på skuldsättningsgrad som enda informationskälla.

To be able to plan for the expansion of a town, one needs a vision of the future appear-ance of the town. It is the current issues (social situation, supply and demand, political control etc.) which decide what the ideal for town planning is. This is turn is the steering factor of the physical structure of the town. Therefore, the town's structure is decided by these ideals.In this report, I will present planning ideals that have historically been, and which criticisms that have been directed towards them. With reference to these issues, I will present those guidelines and ideals we have today for planning of our towns.

Hearing is considered to be the most important sense for the communication between people. Several studies have shown that hearing loss can lead to deterioration in quality of life, reduced social activities, feelings of alienation and hence the increasing incidence of depression symptoms.An early audiological rehabilitation is a prerequisite for proper communication among people with hearing loss. Knowledge has been shown to be of great importance and structured learning and individually targeted approach can be expected to facilitate the audiological rehabilitation.The purpose of this study was to examine the effect of an educational effort for people with hearing loss where the effort was made in the distance within the audiological rehabilitation and was followed-up by professional phone support, through a randomized controlled study.The study group consisted of 69 hearing aid users who were randomized by an independent person into two groups, an intervention group and a control group. The intervention group (n = 33) had access to the book "When the sounds are weaker - on hearing and hearing aids". The group received weekly topic-based information related to the different chapters of the book, in five rounds.

The investigation has taken starting point in the Swedish school history by a look back at the last three curricula and its rating system in order to see the differences and similarities between them. Furthermore, the focus was on the implementation of lgr11 and how it has worked out both on the national and local levels, with the help of, among other things Imsens "five faces of the curriculum" and Lipsky theories of grassroots bureaucrats. The aim of the study was to investigate teachers' perceptions of differences in teaching and assessment in grades 7-9, during the changeover from Lpo94 both on lgr11.The questions developed for this purpose was: How do teachers say that their teaching changed in conjunction with curriculum change? Has there been a refocusing about the concept of knowledge in the curriculum shift, and if so, how?How the assessment and grading did change with the curriculum change?Data collection has been made using a quantitative survey with qualitative elements. The survey consisted of 10 questions that everyone faces the transition to lgr11.

The aim of our study is to explore which norms that exists in the home care service, who is sending those norms, how are they maintained and how do they affect the interactions between staff and manager? We want to deep en our knowledge about home care service as an organization and increase our understanding for the psychosocial work environment and also the importance of leadership. We mean to read the organizational culture that exists which allows us to deal with the values that influence the behavior in the organization.The study is based on a qualitative method. The data consists of two focus group interviews, one with managers from the home care service - organization and one with staff from the same organization. T he interview with the managers consisted of five participants and the corresponding figure for the second interview with the staff was eight participants.The theoretical viewpoints have been communication - theory, organizational theory and Foucault´s th eory of power.Our result indicate that norms are something that unconsciously controls us and that we have learned that there are consequences when you step out of what is normative for the group.