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.

AbstractOur purpose for making this study is to study the implementation, the use of and the effects of Lean within our case objects.  We chose to make this thesis by case studies. The three themes mentioned above is also the main research questions that we aim to find an answer to by this study. We have chosen to do a cross section analysis where we conducted structured interviews to find answers to these questions. The theoretical reference frame consists partly of traditional theoreticians within Lean but also more recent research within the subject as well as theory specifically for Lean within the Health Care sector.The result of this study shows in all our case studies that the Management has been supporting the implementation, but that the implementation process proceeds faster if also the professionals are involved in the process.  To succeed with the implementation there is a great need for good reasons and strives that can benefit the professionals. By the use of Lean our case studies have evaluated its processes, with the main intentions being to reduce waste activities and to create flows with ?pull systems?.

The purpose of this study is to investigate the managers? perspective on leadership in relation to the motivation of the employees by an example of a manning and recruitment agencies. This is implemented by framing of two questions; What kind of leadership can be identified by middle managers to motivate their employees? Which motivation factors are relevant to employees based on the perspective of the managers? To answer the question and identify leadership strategies and motivational factors and the relationship in between, we have conducted eight interviews with persons who hold a middle management position. Through a qualitative investigation we have been able to go into depth and had access to these managers reflections, thoughts and experiences.

This master deals with the theme youth and public libraries. The essay is based on observationsand qualitative interviews with young people at the ages of 13 to 16 years old, whovisited the public library of Skara, employees at the library, and politicians in the community.The main issue in the study is; what is and what can be done to increase youth utilization ofpublic libraries. I have emphasized on the media stock, the organization of books, theenvironment and the staff of the library, marketing, specific target group, activities, andcooperation with both Internal and external forces.Theories about youth culture and some projects concerning young peoples behaviour in librariesare also presented..

AbstractTitle: Communicative leadership ? a leadership for modern organizationsQualitative research attempting to define the concept.(Kommunikativt ledarskap ? ett ledarskap för moderna organisationerKvalitativ studie med ansats att definiera begreppet.)Author: Jenny AxällAim: The aim of this essay is to try to find the essence of and a definition of the communicative leadership. Questions asked are: How can communicative leadership be described? How can it be practiced? What does it demand of those who practice it? What organizational conditions are required? And what results and performances can this leadership lead to?Method: Qualitative explorative research method. The study contains an academic lit-erature review of the science of leadership and communication in general and the more specific communicative leadership.

White- and blue collar workers traditionally belong to different unions and, therefore, are covered by different collective agreements. Collective agreements for different employee categories create Internal divisions, which mean that white collar workers are not obliged to do work that falls under a blue collar agreement and reversed. Historically the difference between white- and blue collar work has been fairly sharp and so has the difference between collective agreements. Due to the continuous development of technology white- and blue collar work within production has become less clear. This has resulted in an increasing amount of disagreements regarding what collective agreement should apply and whether the employee is obliged to perform different work tasks.

Background: The design industry is relatively immature in Sweden but large on the international market, where companies have used services from industrial design firms for a long time. Companies incresignly realise that design is an efficient mean to gain competitive advantages on the market. Several design companies fancy growth and to receive a wider market share to expand on the international market. One of them is Design Communicaton who has made a couple of acquisitions, to receive wider comptences and to cover different segments. That has lead to an increased brand portfolio with different subbrands, which can be complicated to handle efficiently in the Internal and external communication.

AbstractOur purpose for making this study is to study the implementation, the use of and the effects of Lean within our case objects.  We chose to make this thesis by case studies. The three themes mentioned above is also the main research questions that we aim to find an answer to by this study. We have chosen to do a cross section analysis where we conducted structured interviews to find answers to these questions. The theoretical reference frame consists partly of traditional theoreticians within Lean but also more recent research within the subject as well as theory specifically for Lean within the Health Care sector.The result of this study shows in all our case studies that the Management has been supporting the implementation, but that the implementation process proceeds faster if also the professionals are involved in the process.  To succeed with the implementation there is a great need for good reasons and strives that can benefit the professionals. By the use of Lean our case studies have evaluated its processes, with the main intentions being to reduce waste activities and to create flows with ?pull systems?.

The current planning philosophy is based on a political utopic modernism founded during the first part of the 20th century. The focus is, in planning a defined area, to maximize the Internal efficiency and to create a competitivesociety. During the latter part of the former century globalization changed the context, thus creating the need for a new way of approaching physical planning. This paper shows that the historical and philosophicalmetaphor of flow can be applied to meet the demands in the global city. It also shows how the edge, as where interaction takes place, is an important part of the content that has to be defined.

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.

Strategic development is something that concerns all companies, regardless of which industry they?re in. There is extensive research on this topic but one can question if the same theory also applies to E-businesses. Using case studies, this paper looks at strategic development in E-businesses and tries to answer whether strategic development in internet based companies is unique or if existing theory can still be applied. The predominant approach is to look into if E-businesses, due to a turbulent environment, rely less on market research and focus more on Internal resources than would be expected by companies in more stable environments.

This paper has two parts. In the first part we analyse the Swedish translation of KIMS and we compare it with the American version that Baer and colleagues developed(Baer et al, 2004). Our focus is the factor structure, Internal consistency, scale correlations and validity in relation to the already validated translation of the MAAS. The second part has three issues: Does a group of relatives to persons with borderline personality disorder differ from a group of university employees with respect to different aspects of mindfulness? What are the correlations between KIMS and the symptom measure BSI-GSI for the group of relatives? Has the Family Connections program had any effect on the degree of mindfulness for the group of relatives? 123 university employees answered the KIMS questionnaire.

ABSTRACTD Level Essay in Political Science, Autumn Semester 2008 by Mattias Andersson. Tutor: Alf Sundin. ?The Swedish Centre Party and Nuclear Power. A Study of Change in a Political Party?The aim of this essay is to examine the policy of the Swedish Centre Party on nuclear power.

The purpose of this thesis is to explain why states obtain nuclear weapons and the role variousactors and interests play in the making of states´ nuclear policies. The main questions are asfollows: (1) What big theories exist concerning states obtaining nuclear weapon and nucleararmament in International Relations and what relevance do they have of the post cold-war period?,(2) What is the meaning of the perspective of the Military-Industrial Complex (MIC)?, and (3)Arethere empirical studies which supports the existence of a MIC in the United States?The focus lies on actors and driving forces that are Internal to states and it is also important toinvestigate if the theories have relevance for the post 9/11-era. The study uses the method ofqualitative literature-study with some quantitative segments. It is claimed that states might beinterested in justifying their behaviour in a morally appealing way and that real reasons may behidden.

Background ? The last 20 years healthcare has been facing increased demands on efficiency and increased customer satisfaction. This despite reduced resources and increasing demand. These demands are presents in all departments within healthcare organisations, including medical laboratories that currently receive an ever-increasing number of remittances. Laboratory flows are quickly becoming overloaded with samples and related materials.