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.

Syfte: Svenska Elles personporträtt har studerats med syfte att belysa hur ett Vi och Dem förhållande konstrueras, men även för att klargöra vilka som utgör Vi och Dem i kontexten. Detta för att ta reda på vilka sociala konstruktioner som Elle medverkar till.Metod: Studien är en kritisk diskursanalys vilken är inspirerad av Norman Fairclough Critical discourse analysis. Texterna har vidare behandlats utifrån en symtomal innehållsanalys, med hjälp utav verktyg hämtade ur semiotiken.Resultat: Studiens resultat visar på att ett specifikt narrativ appliceras på samtliga av Elles personporträtt. Detta sker likt en schablon som skapar en fiktiv karaktär av intervjuobjektet vilket därmed konstrueras till ett Vi. Genom flertalet faktorer exkluderas läsaren i relation till vi:et och blir därmed ett uttalat Dem..

Large retirement numbers and fierce competition of available labour, results in municipalities have to be more attractive as an employer. One way for the municipalities to fulfil their staffing requirement is partly to increase their recruitment efforts, and partly to educate their existing employees. Discussions about the supply of competence are therefore pressing within municipal activity. The aim of the study was to investigate how the concept of competence is used within a municipal administration. The method that has been used is Norman Fairclough?s critical discourse analysis, a method that allows multi dimensional analysis.

Den här studien är en kritisk granskning av programserien Sexinspektörerna som sändes i sex avsnitt på TV4 våren 2007. I Sexinspektörerna får heterosexuella par hjälp med sitt sex- och samliv av två experter på området. Syftet med vår studie är att undersöka hur programmet skapar och återskapar heteronormativitet och på så sätt hur femininitet(er) och maskulinitet(er) uttrycks inom den heterosexuella parrelationen. Uppsatsen utgår ifrån ett queerteoretiskt perspektiv och den heterosexuella matrisen utifrån Judith Butler. Genom att välja kritisk diskursanalys som metod har vi kunnat analysera så väl det som sägs i programmet som de bilder som visas och på så sätt tillföra ytterliggare en dimension till analysen.

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.

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

Sammanfattning/Abstract Olsson Nina ( 2005) Svensk-norska unionsupplösningen i läroböckerna. The Swedish - Norwegian union in textbooks. Gymnasielärarutbildningen, Historievetenskap och lärande. Lärarutbildningen, Malmö högskola. Syfte Syftet med detta arbete är att undersöka och jämföra hur den svensk- norska unionsupplösningen har behandlas i norska och svenska läroböcker i historia.

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.

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.

This essay will cover the Swedish electoral system with a focus on the proportional representation andthe process involved from the conversion of votes to seats in the parliament. This process consists ofseveral methods which are created by political decisions as well as mathematical formulas and is notalways perfect in terms of equalization. An increment of six adjustment seats would have made thegeneral election of 2010 more proportioned. Despite this, the Swedish electoral system is wellconstructed and the essay will highlight areas which could be subject for improvement as well asexplaining fundamental concepts of the process..

Syftet med denna studie är att undersöka om läsning av historisk skönlitteratur kan leda till ett ökat elevengagemang för ämnet historia samt ett ökat källkritisk tänkande hos elever i ämnet. Studien motiveras av en upplevelse av att skolämnet historia i praktiken har onödigt snäva innehållsliga ramar, och av att många elever upplever ämnet som ett tråkigt ?pluggämne?. Ofta utgår historieundervisning från kronologiskt skrivna läroböcker fyllda av korrekta fakta, men nästan helt i avsaknad av kött, blod och ?vanliga människors? perspektiv och berättelser.

AbstractThe purpose of this study is to examine the process of resocialization for individuals who previously lived as criminals from an individual perspective. The research questions for the essay are: How do individuals in the study describe their process of resocialization? In which way does a support organization affect the process of resocialization for the individual? In which ways do the reactions from society affect the process of resocialization for the individual?To answer these research questions a qualitative method was chosen where six narrative interviews was conducted with men who previously lived as criminals but have been resocialized into society. These men are roughly between the ages of 30-60 years and are all members of a support organization for ex criminals.The results show that the process is divided in four stages and that the support organization has facilitated the process of resocialization of the respondents. Reactions from society both facilitates change using the help of different agencies can contribute, while negative reactions from other individuals makes change difficult.

Many people perceive a division between an online world and the ?real? world outside of the World Wide Web. However, this view often leads to a reduced sense of importance ascribed to what takes place online, even though it affects life in very real ways. In our study we aim to explain the importance of how meaning is built in to sociomaterial compositions. By analyzing comment fields hosted by a Swedish IT-journal we illustrate how what is being said interplays with the technological platform in various ways.