It is important that companies knows how to handle a complaint when they receive one from a customer. This information could the company take care of and use when they develop new services. Furthermore a good complain handling leads to satisfied and loyal customers which increases the revenue for the company. We have examined how SAS handle their internal information process and if this process affects the information and in that case how. The study is performed with a qualitative method, based on deep interviews.

This thesis has aimed to study steering process and institutionalization in the context of educational policy work. This has been conducted by using empirical material from the political decision-making process that preceded the implementation of a new national program on how principals should be educated and certified. By using an aggregated theoretical point of view containing new institutionalism and traditional Swedish curriculum theory, the process was analyzed from different perspectives. The results depict a process that contained several actors who tried to shape the principal education program differently. From the theoretical perspectives, the decision-making process could be understood as an act of both self-interest as well as trust in their own beliefs and cultural values.

ASSA develops locks and integrated security systems for doors. ASSA is Sweden?s leadingsupplier of locks and security systems. ASSA AB worked during the master thesis withimplementing a common development process for all companies within the group. Ideageneration was one relative unexplored area for the group and the interest of finding effectivemethods was required, the company understood what an effective handling of ideas couldcontribute in the pursuit of more and pleased customers.The purpose of the master thesis has been to study and to map which methods are used inorder to carry out idea generation.

This study evaluates the retention of nitrogen and phosphorus in four newly constructed wetlands in the municipality of Falkenberg, Sweden. The four wetlands have been selected because they have been specifically constructed with the aim to reduce nitrogen and phosphorus in farming areas. The process of selecting the specific wetlands has been done in collaboration with the county administration in Halland. Through field studies in collaboration with the landowners where the wetlands are sited, the areas that provide the wetlands with water were determined. The size of these drainage areas were determined in a GIS computer program. The type of land use within the drainage areas was also determined.

The purpose of this study was to find out how special needs users ' autonomy and influence in their daily routines is described by their assistants. What interpretations of the concepts of self-determination and influence on special needs users' daily routines emerge from the assistants statements and what conditions can be seen? To reach a conclusion, focus group as a method was used. The focus group met twice to discuss this topic. The diamond method was used as stimulus material to support the discussion in the focus group.

Process standardization is a topic that has generated a lot of research and literature. At first, the focus was on production; today processes are used in all different kind of business areas.The aim of this study has been to analyze how processes can be applied on development businesses and how IT systems affect the result of the process. To accomplish this, we have asked questions such as what standardization is in a development process? Why are the processes standardized? What difficulties can appear with standardization? And how the IT-systems affect the result of the process?To answer these questions, we have preformed a case study on Saab. Saab is a well know Swedish company who are working with a project called the GMS-project, where they develop processes to cover the whole company´s business areas.The literature gives the reader an understanding of processes and standardization.

The aim of this thesis is to answer whether a group of databases dedicated to selling books or a group of databases dedicated to lending books is more efficient. The measurements used to determine the efficiency of the two kinds of databases are Cumulated Gain and precision in modified versions. The inquiry has been conducted thus that the same 18 queries have been put forth to six databases and these results have consequently been judged according to relevance on a 4-graded scale by five respondents. The rankinglevels have then been merged to one average value per respondent and ranking. These values have then been used to determine CG/iCG/nCG and P@n per query, rank 1-10, per database and per group (the groups being STORE (BUTIK) and LIBRARY (BIBLIOTEK).

Uppsats för avläggande av filosofiekandidatexamen iKulturvård, Ledarskap i slöjd ochkulturhantverk15 hpInstitutionen för kulturvårdGöteborgs universitet2014:35.

Companies spend huge amounts on communicating their brand through marketing. Many of these contact areas where the consumer comes in contact with the brand is con-trolled by the company. The brand image is also affected from outside the company. It can be from users, media, blogs etc.Burberry is an example of a company that got in trouble with their brand image after hooligans where associated with their products. If a company with a brand with a strong image is associated whith consumers that are not compatible with the target group the company wants, there is a risk of a negative affect on the brand image.Our purpose is to investigate and describe the phenomenom when a company brandimage is affected by being associated whith consumers not compatable whith, by the company, intended target group.We have chosen a qualitative research where we use a multiple case study.

 Collaboration is a tool many organizations use to achive a certain goal. In previous research it can be read about both advantages and disadvantages of collaboration and also that a well-functioning collaboration is difficult to achieve. In previous research there is a shortage of scientific researches illustrating the outcome of collaboration. I have chosen to examine the cooperation between the social services and schools of the municipality of Växjö. The purpose of this essay is to understand what experiences staff working with children/young people in school and social services have of collaboration between each others organizations.

This study takes place within a publicly owned art producing organization and dwells on the problems of a change process that the organization was involved in. Both leaders and staff were disappointed by the way the change process had developed. The management team explained the outcome by referring to the uniqueness of working with artists who constantly put their own personal objectives before the benefit of the whole. The aim of this study is to find a complementary explanation to the one the management team provided us with; an explanation that can help in the understanding of the dynamics of a change process. Can perhaps theories on information, communication and change processes give an alternative explanation to why the change process faltered? To investigate this, we have used a qualitative single case study.

According to the National Agency for Education 06-06-2010 are approximately 115 000 students graduating from Secondary School in the year of 2010.Out of these students, we know that thousands of them are hampered by reading and writing disabilities in various degrees. Have these students been given the best support needed when it comes to writing and reading?Compensation may be perceived as a goal for the pupil to catch up with the rest of the educational group or as a vehicle to go round the difficulties. In Sweden, diagnosed dyslexics are not allowed to use speech synthesis, a compensatory technical aid, during the 9th degree national tests.This study?s purpose is to discover if the usage of speech synthesis during the national test of Swedish and reading comprehension might work as a motivation booster for the students and consequently increase their test scores.This is a quantitative study including study including 15 pupils with diagnosed reading and writing disabilities.

This in an essay concerning the use of humor in male communication. Primarily, I have focused on studying how jokes can be used as a sanction for the training of members in a (male) group. I have found great inspiration in Goffman?s thoughts on a social face and the use of humor to protect this perceived face.Initially I started to reflect on men?s reluctance to discuss masculinity and their thoughts about the meaning of being a man. Every time I tried to hold a serious conversation, my male friends made a joke out of it.

The aim of this thesis is to examine whether law reforms in the detailed planning process can be an aspect that gets in conflict with the citizens rights to participate in the Swedish planning through dialogue, and how five chosen municipalities are working with citizen participation. To be able to answer the aim of the thesis a literature study and five semi-structured interviews was performed in purpose to get wide-ranging information from municipal officials working with detailed planning handling. Law changes that aims to make the detailed planning process more efficient has been implemented partly to satisfy the needs of dwellings since the detailed planning process among master builders seems to be slow and inefficient, which to the them means higher costs. The requirement on having a detailed planning program was taken away when the new planning law was adopted year 2011. The planning program was including a moment of citizen dialogue. The case studied municipalities have not been affected in this law change arguing that it?s still possible to bring a program if needed.

The aim of this study is to investigate how Lunds Vokalensemble achieves its goals and in which way the goals influence the choir's work. The study also explores the choir's artistic process. Qualitative interviews and observations were used as a method. Four singers and the director participated to the interviews. The results show that the choir's artistic goals have quite an influence on many aspects of the choir's work, both in a musical and a social way.