Customer information is to be seen as an essential part in service development. The company should be aware of how their customers experience their services. The company can get access to customer information through complaints from their customers. All information obtained from the customers is not possible to use when developing new and existing services. The information has to be analysed before it is possible to use it for service development.This paper describes if Scandinavian Airlines (SAS) uses their customers as a source of knowledge when developing new and existing services and in that case how.

The purpose of this investigation is mainly to study if pupils have enough knowledge concerning the water cycle and the life of the plants?, and what kinds of household word they have, to discuss pollution within these areas. I also studied how the pupils? knowledge are holding up against what the course-plans says, since it have come to light by other investigations that knowledge are insufficient within the nature-oriented (No) subject in school.The survey has carried out on 28 pupils in a 5th grade, with help of a questionnaire survey. Their teacher has been interviewed and I have studied their local course-plans and also the pupils? schoolbooks in No.The result of the questionnaire survey indicates that the pupils had insufficient knowledge within the areas of plants? life and pollution, something their teacher had a presentiment about.The conclusion is that they need to go out more often in the nature and see how the plants and the environment are affected by different factors.

This study will shed light on the subject of system management and system management models. It is important that everyone within an administrative organization understand business objectives and needs of the users who work with the systems. It is vital for the activity to form a structured approach for its management, which includes a system management model. Every company has its individual system management model that is tailored to support their management of a business IT systems. According to Brandt (2000), a system management system model is defined as "an idealized image of how you want the system management work is conducted".

The aim of this master's thesis is to examine how shelving is organized among Swedish libraries that have switched from the Swedish classification system SAB to using the DDC, and what problems arise in this process. The method used is interviewing librarians at Swedish university and special libraries.The Swedish national library announced their swap to the DDC in 2008, and several libraries followed suit. The reported advantages with a switch were mainly that using an international classification system meant that Swedish libraries would no longer have to undertake a time consuming classification work, since most of the foreign literature already is Dewey classified. Disadvantages were that the DDC is not adapted to Swedish circumstances. Research on open shelving show that obtaining a browsable book collection requires a broad shelf classification.

Purpose: To explore how the changes in work life, here represented and depicted through the concepts of knowledge work and knowledge worker, have been incorporated in the official psychosocial work environment discourse in Sweden. Methodology: Critical discourse analysis, contrasting the official psychosocial work environment discourse to literature on knowledge work and knowledge worker, to explore how employees, employers and their relations are constructed within these two discourses; focusing identity, autonomy and power. Using the constructions to make visible how they are articulated, used and dealt with in a real life case from the Work Environment Authority. Theoretical perspectives: Our social world is socially constructed and language is the main tool for constructing it. Discourse analysis is thus not just a tool for deconstructing texts but also for enhanced understanding of our construction of the world and our ability to communicate about it.

The focus of this thesis is on social workers? knowledge in assessing and making decisions in child welfare cases. The primary aim is to identify what skills or knowledge social workers find most useful within child welfare agencies in Swedish municipalities. Six different types of knowledge, social policy and the approach of child welfare cases are perspectives considered in the analysis. The interviews with social workers were held in three agencies in southern Sweden, in 2014.

The purpose of this study is to examine the view of knowledge and the view of learner which are prominent in the ministry memorandum Specific programs and access to vocational programs (U2009/5552/G) and thereby understand the potential impact of the new transformation of the current individual program and what it brings to the students who do not achieve the objectives in grade 9. We have used a qualitative text analysis method. The background to the study describes in particular today's individual program, view of knowledge and view of learner. The result shows that the most prominent in the memorandum is that knowledge is divided into theory and practice, that individualization is the focus and the text shows freedom for interpretation..

With the growth of information stored over Internet, especially in the biological field, and with discoveries being made daily in this domain, scientists are faced with an overwhelming amount of articles. Reading all published articles is a tedious and time-consuming process. Therefore a way to summarise the information in the articles is needed. A solution is the derivation of an ontology representing the knowledge enclosed in the set of articles and allowing to browse through them. In this thesis we present the tool Ontolo, which allows to build an initial ontology of a domain by inserting a set of articles related to that domain in the system.

This Thesis aims to explore how to integrate an IT-system for facilitating anorganizations work with Continous Impprovements.This is done here by examining and analyzing the process within a handful ofcompanies who seem to have been successful with their own implementations. Thestudy is focused on the implementation of one particular system, "System C2".Simliarities and differences between the companies, and the established rule of thumbfor these kind of activities are focused upon. This to emphasis how another actormight emulate some of the apparent success.Part of the core question is found in the title, since Continous Improvement is oftenseen as a relativly low-risk activity, is it then also possible to take a low-risk slow pathto the implementation of such a system in the entire organization?.

The effects of the climate changes are expected to generate several substantial direct and indirect consequences on both ecosystems and societies. It is the extent of the negative consequences that determents the vulnerability of the things or the ones exposed. The knowledge of the effects and consequences by a changing climate provides an opportunity to take measures to reduce the vulnerability.Our society?s vulnerability depends on how we choose to act out of the existing knowledge and what measures we choose to take. Karlstad municipality has good knowledge and perception of the increased flood risks the climate changes will generate and the probable consequences that most likely will follow. How the municipality decides to manage the flooding issue is not just affected by the will to mitigate the vulnerability but also by the vision to increase the number of citizens.

Private individuals can voluntarily buy EU Allowances (EUA) in order to remove them from the European Union Greenhouse Gas Emission Trading System (EU ETS). It leads to progressive reduction of total carbon dioxide emissions in Europe. Kalmar Energi offers customers to obtain one EUA (equivalent to one ton of CO2) per year by paying 25 SEK a month as a KlimatEl-supplement. The purpose of this research is to examine the customers? attitudes in the issue of climate compensation and trying to define the reasons behind their choices.The results of the quantitative questionnaire were analyzed by using descriptive and analytical statistical methods and have shown some correlation between customers? ages and decisions to accept or not the offer of KlimatEl.

The purpose of this thesis is to clarify the concept of ?managing diversity? and to describe how it appears in the Swedish school, in the classroom as well as in the organisation. To support the study, interviews have been carried out with principals and teachers in three different Swedish schools.The thesis is divided into two sections; a literature study and an interview section where we describe the thoughts and knowledge of principals and teachers. From a diversity point of view, we discuss the relationship between documents, organisation and teaching.The study described in this thesis shows that managing diversity has not yet had its break-through in a Swedish school context. The official curriculum of the Swedish school system values diversity, although the directives are unclear as to how the managing of diversity is to be carried out in reality.

Title: A study about conditions for leadership in knowledge-intensive firms.Authors: Cecilia Ekström and Niklas SandbergKeywords: Leadership, knowledge-intensive firm, hierarchies, followers.Background: Leadership is becoming one of our greatest social myths and is considered a total solution for many problems that occur in an organization. The view of leadership is usually from a top-down perspective, which contributes to an often underestimated view of the follower. Just as it is important to understand the leader's view of leadership, it is important to understand how employees view the structure from which the leader derives its legitimacy. The existing conditions in knowledge-intensive firms, such as autonomy, place special demands on the formal leadership.Purpose: The purpose of this study takes an employee perspective, to understand what the conditions are for formal leadership in knowledge-intensive firms.Method: A qualitative research method was used and empirical material was collected through interviews with employees in knowledge-intensive firms. The empirical material was analyzed by the respondents? mental images which were set against the theoretical framework of the thesis.Conclusions: The conditions for formal leadership in knowledge-intensive firms make it advantageous to have a leader with a withdrawn role.

An increasingly globalized market is leading to hard competition among manufacturing companies, which means that they are forced to become more customer focused to survive in the market. A Customer Relationship Management system is a system that will be of assistance to help companies succeed in building long term relationships with their customers. Best of Breed and ERP-based are two types of CRM systems. The study has focused on analyzing and examine the need for CRM systems at manufacturing companies. Our question formulation has been:? What need do businesses want to satisfy with a Best of Breed-based and ERP-based CRM system?? Are there any differences in the use of Best of Breed-based and ERP-based CRM system?In this study, we have chosen to carry out interviews and quantitative surveys with manufacturing companies to get their view of CRM-systems.

This paper describes the design and implementation of an automated build system for the JAS39A simulator FUS39A at HiQ:s offices in Arboga. The assignment was to automate the process in which modules are built; the simulator is composed of a number of modules which are built manually at the end of each week, this process takes about a day of manual labor. The system can automatically build a module as either a scheduled service or by manual invocation. The system contains functionality for reporting the build results to any given recipient by e-mail. The purpose of the system is to free up the time put into manually building the modules for better suited tasks by automating the build of FUS39A.The assignment was split into two parts, an analysis part where information of the old system was gathered, tools and methods were chosen and the new system was designed.