The structures of organizations have gone through a dramatic change over the last years; as a result customer service is no longer a small side activity but a critical part in customer relationship management. Development in information technology has created opportunities as well as challenges for organizations when it comes to providing a customer service with capacity of sensing and responding to customers' needs. Previous research shows a relationship between customer response capability and customer knowledge processeses, this study investigates and confirms this relationship. However, findings show that dedication and understanding for customers needs has a direct impact on both customer response capability and customer knowledge processeses, this result indicates that customer knowledge processes and customer relationship management are difficult to differentiate. Furthermore, this study explores IT-related resources impact on customer response capability and customer knowledge processes.

Organising knowledge in a corporate environment : a case study at the development departments of Ecophon ABThe purpose of this master's thesis is to investigate how three development departments of a technical firm could organise their collection of documents and information resources to improve their management of information. Three sets of questions have been posed: 1) How does the target group of engineers deal with information, and what problems can be identified in this process? 2) What does their collection of resources consist of, how is it organised, and what problems are apparent? 3) How can principles of knowledge organisation be applied in a corporate environment?The investigation has been carried out as a case study. Three main methods of collecting empirical data have been used: surveys, unstructured interviews and collection observations. The results of the study have highlighted three major problem areas: the collection's lack of structure and searchability, the absence of policy regarding how employers should deal with information, and the inadequate knowledge among staff on how to search for, use and disseminate information.By looking at previous research on knowledge organisation, we have been able to draw conclusions regarding how the target group could organise and manage its information and knowledge in order to achieve greater efficiency in dealing with information and carrying out work tasks.

Studien undersöker de existerande projekt och projektidéer som finns i regionen. Sedan genomförs utifrån teorier om innovativa zoner en utvärdering av projektens potential att sprida förnyelse..

Knowledge regarding pain and pain treatment is an essential part within nursing that a nurse is responsible for. Earlier studies have shown that lack of that kind of knowledge often results in inadequate treatment for pain. The purpose with the study was to describe nurses? knowledge regarding pain and pain treatment at a medical unit in a hospital in central Sweden, and to see if there was a distinction in knowledge related to professional experience. Data was collected through a questionnaire with questions referring to pain (6 questions) and pain treatment (6 questions).

Waste management is a major challenge for several countries around the world. Sweden and the Philippines have similar waste management legalization but different potentials to effectively achieve the goal of sustainable waste management. Education is the key to sustainable development and both countries promote the subject environment in the curriculum. Based on scientific articles, reports and personal meetings, a survey was conducted among 510 students from Gothenburg, Sweden and Iloilo City, Philippines. The survey aimed to investigate the knowledge, attitude and behavior regarding waste management and was analyzed to answer questions of possible reasons to differences and also, linkages to sustainable development.

There are mainly two ways to transform the design of an existing park. You could either make a replanning of the park, an act that changes the design and the plant material in one swoop. Or you could use the management to change the expression of the park. To be able to develop the parks with the help of management, some form of goal is needed, that can make the management of the park strive towards an expression for the whole park as well as its individual parts. Among the documented goals, for individual parks and park management, which exist in the municipalities today, there seems to be a weak link between the all-embracing goals and the management that is carried out in the parks.

This study is based on the development of a new software, which is used as a recommendationtool for selecting the best product. As part of the software development has an external partnerbeen asked to assist. The report will process the expectations that different people have on anew project but also how information is communicated to an external partner.The results from this study show that a software's function is closely linked to its usability.Therefore shall usability been taken into account when a new resource is created. The study alsoshows the importance of being able to share information, on how the program will beconstituted, to someone outside the organization..

Purpose: The study aims to analyze how companies can learn from past communications in critical situations and during corporate crisis, and see how they use this knowledge in the management of subsequent critical situations and corporate crisis. Furthermore, the media is analyzed to see how the newspaper industry chooses to reflect an organization and its actions, and also to see if the pressure through articles in the newspapers has an impact on the extent of the situation.Method: A qualitative case study of Sweden?s largest food company, ICA Sverige AB, where knowledgeable people in media management within the company are interviewed using semi-structured interviews, with support of quantitative methods by a collection of articles from the news press.Theories: Concepts, theories and models in crisis management and communication has been applied to relevant data. These comprise Knowledge Management, a communication template in crisis management, The Situational Crisis Communication Theory (SCCT) and the model Content of crisis communication.Empiric: Based on the quantitative data consisting of articles from four Swedish news sources: Svenska Dagbladet, Dagens Nyheter, Aftonbladet and Expressen, a semi-structured interview guide was created and carried out with the person within ICA who possesses knowledge of the subject area.Conclusion: ICA has during the priod studied exhibited to have used the concept of Knowledge Management in the development of their routines regarding product recalls at product defects. The relationships between ICA and the media have shown improvements, which has resulted in ICA percieve the media coverage as balanced, true and fair..

This thesis has two aims: The main purpose is to describe and illustrate how a large Ltd. company can use voluntary redundancy as a tool for restructuring. The additional purpose is to challenge the concept of voluntary redundancy trough outlining alternative ways of reaching the intended achievements of the voluntary redundancy programme. The theoretical framework that has been used primarily contains knowledge assets theories. The chosen theories are intellectual capital and knowledge management theory to approach and analyse the empirical findings.

This paper aims to outline leaders' experiences of managing consultants from their company's performance management system. The study was conducted by qualitative interviews with senior managers and HR professionals within a management consulting firm. The aim was to describe the company's performance management system, their consultants and the challenges of leading in this context. The theoretical framework consists of previous research in leadership, performance management and management consulting. Within these research areas the authors identify a knowledge gap in leaders' perspectives on managing top-talents with performance management systems in the management consulting industry.

The purpose of this study is to contribute with new knowledge of  how Talent Management can be seen as a an opportunity or threat for organizational development, concerning competence, on the basis of HR. The research questions asked are: Out of wich aspects can Talent Management be seen as an opportunity or threat on the basis of HR-employees? How can it affect the work of HR? To answer these questions qualitative interviews with five employees within HR from four different companies has been executed. The essay has been investigated on the basis of an explorative aim and with a qualitative method. The empirical results has indicated common themes such as director support, HRs view of Talent Management, HRs development and shifts of generations.

The purpose of this thesis is to get a better understanding of consumers? perception and knowledge of Fair Trade and Fair Trade products in Sweden. Literature was reviewed before the empirical research was conducted. A quantitative method, in form of a questionnaire survey, has been used. We have entered different areas related to our topic.

The purpose of this Master?s thesis is to examine the information needs of reporters at a Swedish daily newspaper, and see if they are met by the information resources provided by the newspaper. It examines if there are resources which are not used and why. The examination is based on Henczel?s model for information auditing.

I denna uppsats studeras konkurrenssituationen i en industri med utgångspunkt i Michael Porters teorier om strategiformulering och industrianalys. Detta för att bevara frågan i ett examensarbete från IT-företaget Comintelli om hur konkurrenssituationen ser ut i Knowledge Management mjukvaruindustrin och hur företaget bör utforma sin strategi för att verka i den. För att besvara frågan definieras i uppsatsen 6 funktionaliteter som centrala för en Knowledge Management mjukvara, vilket leder till en population om 11st aktörer som undersöks närmare. Resultatet är att Comintellis viktigaste konkurrenter utgörs av stora IT-företag, med IBM och OpenText som mest framträdande namn. Industrin präglas av begreppsförvirrning, en måttlig till hög grad av konkurrens och barriärerna mot inträde i industrin är generellt sett låga.

I organisationer idag bo?rjar det bli mer och mer centralt att fokusera pa? medarbetarnas innovationsmo?jligheter och kunskap. Organisationer bo?r numera fokusera mer pa? den tysta kunskapen och go?ra denna explicit fo?r att utnyttja den fulla potentialen till innovation. I dagens organisationer kra?vs det a?ven att medarbetarna va?gar arbeta o?ver gra?nserna och att ledningen tydliggo?r att allas input inom organisationen va?rderas likva?rdigt.