AbstractTitle: The Moment Of Truth; A study of service quality assuranceAuthors: Fanni Helminen and Linda ElsborgLevel: Bachelor Thesis in Business Administration, C-level.Advisor: Lars- Johan Åge and Jens Eklinder FrickDate: 2014- JunePurpose: Quality assurance has become a vital concept and an important tool to ensure that employees are able to deliver high service quality. The purpose of this study will be to elucidate how service companies can apply the use of sevenfundamental features supporting service quality in their quality assurance; recruitment and selection; training, teamwork; empowerment; performance appraisals and rewards; communication, and culture (of the organization). Furthermore, we will illustrate how the type of business entity, organizational structure and organizational resources afflicts the seven features.Method: Method: We will, from a hermeneutic point of view, apply and qualitative deductive research method. Data have been collected through a case study. The data have been transcribed and the analytical method has been selected based on the conducting purpose.

This study examines the effects of credit risk and information disclosure in the new bank regulating system Basel II on bank and bank customer. The effects are then discussed in a perspective of the economic man and information asymmetric theories. Furthermore is the Basel II effects on the capital adequacy of Andelsbanken för Åland examined.The approach of the study is qualitative and several interviews with individuals on different levels of the examined bank, Andelsbanken för Åland, have been carried out during the collecting of empirical facts about the effects of the regulating change from the Basel I system to Basel II.The research findings are as follows:Andelsbanken för Åland have increased its capital adequacy ratio from 12,7 percent to 14,4 percent, mostly due to lower risk weights on housing mortgages compared to Basel I. Andelsbanken för Åland have started to use a completely new credit risk and customer assessment system which classifies every customer and gives them a credit rating. The system cause a much heavier information gathering of the customers profile as well as a much better assessment of risk than the previous system, which the bank finds positive.

Under de senaste årtiondena har det vuxit fram en ökad medvetenhet gällande den hållbara utvecklingen. Som en följd av denna ökade medvetenhet väljer en del företag att implementera hållbart arbete i sina verksamheter. Detta arbete kan företagen sedan redovisa i en frivillig så kallad Hållbarhetsredovisning. Men precis som vid finansiell information finns en osäkerhet kring reliabiliteten i den information som presenteras, något som skulle kunna åtgärdas om företagen låter en utomstående tredje part bestyrka hållbarhetsredovisningen. Då bestyrkandet av hållbarhetsredovisningar inte är reglerat i samma utsträckning som bestyrkande av finansiell information vilket visar sig i att det dels är frivilligt men också genom att det finns möjlighet att välja andra bestyrkandegivare än revisorer.Syftet med denna studie är att se om det finns ett samband mellan utvalda faktorer och företagens val att låta bestyrka sina hållbarhetsredovisningar samt val av bestyrkandegivare.

Uppsats för avläggande av filosofie kandidatexamen iKulturvård, Bebyggelseantikvariskt program15 hpInstitutionen för kulturvårdGöteborgs universitet2014:20.

This thesis has been made in cooperation with Forsheda Stålverktyg AB which develops and manufactures injection moulds and diecasting tools. The main concern has been their Trading-system which provides them with considerable amount of quality lost function.Focus has to however be put on the analysis of the Trading-system due to the fact that this has previously meant various quality issues for the company.This thesis treats quality assurance of the Trading-system, identification of the problems in the process and improvements of these problems.Quality assurance is carried out when a company detects that their quality based costs become too high. Quality based cost are? the costs that would disappear if a company's products and its different operational processes were absolute? (Sörqvist, 2001 p.30, free translation from Swedish). High quality based costs often result in increased quality problems, which can lead to substantial economic loss for the company.This work has resulted in a thorough review of the Trading-system whereupon problems have been identified.

Bakgrund: Hållbarhetsredovisning har utvecklats från att vara ett undantag till en norm, dock är enbart cirka 40 procent av de utgivna hållbarhetsredovisningarna granskade enligt en undersökning utförd av KPMG från 2008. Det saknas krav när det gäller granskningen av hållbarhetsredovisningarna och det finns ett antal standarder som kan användas vid granskningen, både internationella och nationella sådana. I och med detta försvåras jämförelser mellan företag samtidigt och det blir svårt att bedöma vilken kvalité den utförda granskningen har.Syfte: Uppsatsen syfte är att undersöka huruvida granskningsrapporten skiljer sig åt beroende på granskande aktör och/eller vilken granskningsstandard som används i Sverige, Tyskland, Storbritannien och Danmark. Med skillnader menas i det här fallet att undersöka vilka egenskaper i redovisningen som lyfts fram av den granskande aktören, vilken nivå på granskningen som lämnas samt vilka intressenter som granskningen riktar sig till i första hand. Genom att undersöka detta är det möjligt att bidra med kunskap om huruvida användbarheten av hållbarhetsredovisningarna påverkas av granskande aktör och använd granskningsstandard och om detta ser olika ut i de undersökta länderna.Metod: En undersökning av 30 hållbarhetsredovisningar i respektive land.

This thesis will address a problem concerning availability of information systems at an enterprise within the financial sector and its external suppliers, so called trusted third party. The information system resides on the internal network of the enterprise and must be available to both employees of the enterprise and the trusted third party simultaneously. This contradicts the company policy which disallows third parties access to the internal network. The HAVECA-model introduced in this thesis provides a framework of methods, each solving a sub problem identified in the model. The identified methods are hardening, verification, control and assurance, together supplying a method for continuously securing the internal network against a trusted third party.

This report is a commission from the Care Unit of Hässleholm municipal. The purpose is to illuminate what is distinguish for contact persons at sheltered housing in the Municipal of Hässleholm? It contains three questions at issue. What are the expectations of the contact men? What information is given? How is communication between the professional categories working out?The report also contains a background with a brief Swedish history in care of older people.

The requirement on audit was introduced when ownership was separated from management. The situation that arouse was that not only the owners, but also the stakeholders, required information about the company?s financial position. On this basis the audit would contribute to quality assurance of the financial information. One of the auditor's functions is to assess an ongoing stakeholder opinion.

Sjuksköterskeyrket innebär möten med patienter såväl som närstående till patienterna. Sjukdom och dödsfall är inte något som bara drabbar den enskilda personen utan händelsen kan vara lika svår eller svårare för den drabbades familj och närstående. Det är viktigt för sjuksköterskan att ha insikt i de närståendes upplevelser och behov för att bättre kunna möta dessa. Denna studies syfte är att beskriva upplevelser och behov hos närstående till kritiskt sjuka patienter samt att beskriva hur sjuksköterskan kan möta dessa behov. Genom en litteraturstudie har kvalitativa och kvantitativa vetenskapliga artiklar granskats.

This thesis examines the establishment of auditors as third party assurers of sustainability reports in Sweden. This is done through a qualitative case study that examines the subject from both a preparer?s and an assurer?s perspective. Empirical data was analyzed using a combination of agency- and legitimacy theory. The study reaches the conclusion that sustainability reporting companies in the study demand a verification service for reported sustainability data in order to increase creditability, meet increased stakeholder demand and increased accounting complexity.

This thesis will address a problem concerning availability of information systems at an enterprise within the financial sector and its external suppliers, so called trusted third party. The information system resides on the internal network of the enterprise and must be available to both employees of the enterprise and the trusted third party simultaneously. This contradicts the company policy which disallows third parties access to the internal network. The HAVECA-model introduced in this thesis provides a framework of methods, each solving a sub problem identified in the model. The identified methods are hardening, verification, control and assurance, together supplying a method for continuously securing the internal network against a trusted third party.

One of the aims of this report has been to make an inventory of the building trade market to see which document handling systems that are available. The secondary aim was to document the users´ demands on the systems and other demands such as quality assurance. After this, the document handling systems Byggnet and Lotus Notes, which are rather complex systems, have been analysed. Finally a recommendation has been made. In the inventory of the marketthe internet has been used because it is there the latest information can be found.

Uppsatsen handlar om varför svenska företag låter granska sina frivilliga miljöredovisningar, samt vilka för respektive nackdelar det finns med granskning. Vi ville också se ifall de företag som granskar miljöredovisningarna använder sig av de rekommendationer och riktlinjer som finns på området. För att komma fram till detta har vi intervjuat representanter för de företag som lät granska sin miljöredovisnig från 2000, det var Cerealia, SAS, SCA, SKF och Swedish Meats. Vi har även intervjuat de företag som låter granska företagens miljöredovisningar, vilka i det här fallet var revisionsbyråerna Deloitte & Touche och KPMG, samt miljöcertifieringsföretaget Lloyds Register of Quality Assurance. Vi kom fram till att företagen lät granska sina miljöredovisningar av de anledningarna att de ville öka trovärdigheten i materialet, men en del av företagen gjorde det också för att granskningen ledde till många interna mervärden.

In April 2008 an official report, SOU (2008:32), was presented. In that report it was suggestedthat the statutory audit for approximately 96 % of the Swedish companies was to be abolished.The report suggests that the new regulations should apply to all limited companies thatare below two of three limits that have been suggested: a) a balance-sheet total of 41,5 millionSEK; b) a net turnover of 83 million SEK or; c) less than 50 employees. The regulations aresuggested to come into force July 1, 2010. According to the Swedish laws that regulate thelimited companies, Aktiebolagslagen 10:11, should all limited companies regardless of sizehave an chartered accountant or otherwise approved. The purpose of the audit is to create atrust towards the figures that the company shows and also to act as an assurance towards thirdparties (Collis, 2003; Strenger et al, 2008).