The voltage regulation in Fortum Distributions medium voltage network in Stockholm does not work satisfactory. This results in too high distribution voltages with many customer complaints as a consequence. The reason is the model responsible for compensating for voltage drops in the distribution network. Despite several adjustments Fortum has not been able to find the source of the high voltages and has therefore appointed an investigation in the form of a thesis work.The aim of this investigation is to locate the error and to produce a proposal regarding the solution of this error using the existing system, common industrial knowledge, state of the art research and the option to use voltage readings from the different substations.The conclusion of this master thesis is that the largest contribution to the high voltage levels is made by the large compensation for distribution loses. Furthermore an additional error in the model has been found.

 Fortum Distribution som ingår i Fortumkoncernen ansvarar för elförsörjning till kund. Uppgiften med detta examensarbete är att skapa en applikation i syfte att visa hur man kan använda GIS (Geografiska Informationssystem) för att korta ned inställelsetiden vid strömavbrott. Den 1/1 2006 infördes en lagreglering (Ellagen, kap 10, § 9-16) om avbrottsersättning, därför vill energibolagen minska avbrottstiden så mycket som möjligt, bland annat genom att korta ned inställelsetiden. Analyser som baseras på NVDB-data, ska göras för att påvisa nyttan med GIS hos Fortum Distribution. Examensarbetet avgränsas geografiskt till Fortums Distributions koncessionsområde i Värmlands län, den del av Västra Götalands län som tidigare var Skaraborgs län samt Bergslagen. Genom att skapa en databas innehållande attribut och domäner, vägdata från NVDB samt Fortum Distributions data, läggs grunden som inställelsetiden ska beräknas från.

Fortum has in a pilot project installed metering equipment with wireless communication in secondary substations in Stockholm. So far, the collected data are used only in specific projects.This master thesis was carried out at Fortum Distribution AB in Stockholm during 2013. The purpose of this study is to simplify and enhance the use of data in for example network planning process, by giving suggestions on how data can be managed and giving examples of analyzes that collected data can be used for.The electricity meter which Fortum has installed is a EDMI-Mk10A which is set to measure max/average/min values with a one hour time resolution of the following parameters: voltage (per phase), current (per phase) andactive power and active and reactive energy.In order to analyze the collected data an analysis tool is required. During this thesis two customized tools in Microsoft Excel have been developed, one for sorting data and one for analyzing.One aim of the thesis is to show examples of what collected measurement data can be used for. This work shows an example of analysis of active power, power factor, voltage, occurrence of interrupts and the relationship between outdoor temperature and power.This master thesis has among others resulted in the following advice: Expand the number of secondary substations with measuring equipment.

The aim of this thesis is to develop a new business model for district heating and cooling firms which can contribute to a stabilization of the Swedish national energy system. The business model is developed for a district heating and cooling firm and is exemplified with Fortum Heat. The theoretical investigation around the topic creates a rigid base for following qualitative empirical studies. Osterwalder?s canvas for business model generation is used together with a Casual Loop Diagram to identify a number of business opportunities which stabilizes the national energy system.

Detta examensarbete är utfört på Fortum Service AB samt Fortum Distribution AB iKungsbacka. När en förfrågan om anslutning av en produktionsanläggning kommer tillelnätsägaren är det elnätsägarens skyldighet att göra beräkningar om huruvida nätetbehöver förstärkas eller inte. Uppgiften för examensarbetet var att se på vilket sätt enplanerad vindkraftanslutning kan påverka elkvaliteten samt att se på kabelsträckningar.Även alternativa anslutningar och grov kostnadskalkyl skulle presenteras.För elkvalitetsberäkningarna användes AMP och ASP som är riktlinjer för anslutning avproduktionsanläggningar till elnätet. Data om kraftverken följde meduppdragsbeskrivningen.Det presenteras olika kabelsträckningsalternativ i rapporten. För de olika sträckningarnagörs även en jämförelse mellan konstruktionsspänningsalternativen 12 och 24 kV.

When several production units provide a district heating network, water is pumped from different directions. When the flows from the plants finally meet in the network, the water can be completely still. These places are called zero flow zones. In district heating networks with several plants, which also have different supply temperatures, large and frequent temperature fluctuations can occur when the zero flow zones move. This may cause wear on the pipes, a phenomenon called low cycle fatigue.For this reason it is important to examine where and when zero flow zones that cause temperature changes occur.

The aim of this Masters thesis is to examine how disabled people who receive the shut-in-service in one community define service quality. The purpose is also to examine the shut-in-service and to look at the users' context. Answers are sought to the following questions: - How do users experience the service quality of the shut-in-service? - What kind of service does the shut-in-service offer to the user? - How can the user be described and which are his/her requests? The analysis is based on theory about service quality by Christian Grönroos. The theory makes a distinction between two kinds of service quality, technical vs functional quality, as experienced by the user through the profile of the organization.

Allt större och större andel företag väljer att presentera och förmedla varor och tjänster via e-handel. En viktig aspekt vid e-handel är att kunden känner förtroende för e-handelsapplikationen och företaget. Denna rapport redogör för vilken inverkan multimediala inslag har för förtroendet av en e-handelsapplikation, vid initialt användande. En undersökning har genomförts med hjälp av en kooperativ utvärdering av fyra e-handelsapplikationer vilka innehåller olika typer av multimediala inslag har.Resultatet av undersökningen visar att multimediala inslag inverkar positivt på förtroendet för e-handelsapplikationer. Däremot finns indikationer på att för hög grad av multimedialt inslag inverkar negativt på förtroendet för e-handelsapplikationer..

Service branding is a subject that has been excluded from the traditional branding theory. Our main purpose with this paper is to distinguish what characterizes service branding. To do this, we have looked in to both service marketing theory as well as branding theory. We have also looked at the existing theory concerning service branding. Six qualitative interviews have been performed to explain what characterizes service branding.

As self-service technologies become more common in service provisions, a deeper understanding is needed of how customer satisfaction is affected by automated service encounters. Drawing from theories of customer satisfaction, human interaction, and the dynamics of complex service provisions, the differences between automated and interpersonal service encounters in the initial part of a service provision are examined in terms of customers? evaluation of the service encounter itself, overall satisfaction, as well as the service encounter?s impact on global evaluations and evaluations of other non-dependant service encounters. The study was performed on people travelling by air on Swedish domestic routes. Passengers were asked to evaluate the airline?s performance on different attributes of the air travel they had undertaken, as well as to form an overall evaluation of the service.

Outages in the electric grid can be costly for society. Because of this, reliability is one of the parameters used to regulate network companies. Reliability in electrical grids can be measured with SAIDI, system average interruption duration index, which for Fortum Distribution has increased in Stockholm?s distribution network (11 kV) in the early 2000?s.By using outage data for Stockholm from 2011-2013, sets of parameters to be used for reliability calculations in the network information program Tekla NIS were derived. Two different options for investment were then analysed: changing old cables with high fault frequencies, and installing automatic switching in distribution substations.

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.

At the moment in central Täby there are small district heating network operated by Fortum Heat. The distribution network has an annual heat demand of about 70 GWh, which is supported by the network's two plants, Galten and Farmen. Täby as a region is rapidly growing and there are grand plans to develop the area. Estimated market potential for a future district heating expansion in Täby is very high and as early as in 2007 Täby decided to invest in a large-scale expansion. In autumn 2009 Täby did a procurement process, known as the ?Täby initiative?, to find a partner that could implement those expansion plans. To secure a cheap basic production the partner also need to build a power plant at Hagby recycling center. Despite high interest during initial state of the process, only one procurement offer were received and Täby suspended the contract in March the following year.

The aim with this study is to identify and discuss discourses in public service policy documents to clarify that public service policy is political and not self-evident. The study's theoretical as well as methodological starting point is the discourse theory of Laclau and Mouffe, which ontological position is that all meaning is constructed by discourses. In the studied material, two discourses have been identified in policy concerning the content in public service media. The responsibility-discourse construct meanings of what content the policy wants to see in public service media and in the quality-discourse meanings of how the content should be is constructed. Public service policy is consistent over the period that has been studied and the study shows that there is consensus in the parliament about the regulation of the content in public service media.

The purpose of this thesis is to compare if a charter company's attitude and vision of service can be reconciled with the attitudes and visions that the customers have in the same area. In order to carry out the study a qualitative approach is used. The data has been collected by interviews, focus groups and observations. The framework is theories on the subject of customer satisfaction, quality of service at customer meetings, Self-Service technologies, quality assurance and gap in service.The study has concluded that the approach to service is relatively equal between the company and customers, but the future visions differ. Focus group participants have been thinking bigger and further into the future, while the company focuses more on specific functions.