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.

The purpose of this study is to investigate how twelve middle school teachers use educational tools and what influences their choice of educational tools in Swedish language writing instruction. To answer this purpose, three research questions were formulated: What does writing instruction look like for middle school students according to the teachers in the study? What influences teachers' choice and use of educational tools in writing instruction? What opportunities and challenges do teachers experience in Swedish language writing instruction when using different educational tools? Twelve teachers from variously sized municipalities and with different experiences participated in the study through purposive sampling and convenience sampling. The chosen method is qualitative semi-structured teacher interviews. To analyse the results, this study employs analytical tools from the sociocultural perspective, using concepts such as mediation, appropriation, the zone of proximal development, and scaffolding. The results show that both analogue and digital tools are used in the teachers' writing instruction. The choice of tools should be based on pedagogical considerations, with an emphasis on social interaction and collaboration during the Learning process.

This thesis examines the implications of a shorter  intensive action research  project on  the formative assessments  key  strategies  four  and  five  that  are  activating  learners  as  learning  resources  for  one another and activating learners as owners of their own learning.  The research questions were ?How do the pupils experience the formative approach?? ?What didactic consequences does the formative approach  mean  for  the  role  of  the  teacher??  and  ?How  does  the  formative  approach  affects  the pupils?  results  on a  short term??. The results were that the  majority of the pupils liked the approach and that they felt like their efficiency increased. The didactic consequences were that the teacher had to spend more time on evaluation but had more time during the lesson to listen to and discuss with the pupils. The pupils? results were not changed in comparison with the control group..

The purpose with this study was to analyse students' conception of living things, and to establish how a social constructivist learning situation affect their conceptions. The method consisted of questionnaires, followed by group discussions and a final survey. The main result was that students have everyday conceptions about scientific phenomena that are reinforced by the social interaction. Some students were positively influenced by the interaction with their peers, where non-scientific conceptions were replaced by conceptions of a scientific nature. Furthermore, the cultural artifacts are of very good means, but the study showed a strong need for a knowledgeable person, e.g.a teacher, to guide students in the right direction during the discussions.

Structuring education so that students can discover connections between schoolwork and their everyday lives is a crucial task for a teacher. This is especially true in today?s school system that seeks to foster a spirit of lifelong learning, since educational motivation depends on being able to connect to the tasks at hand. In a system where these connections are not present, students will be motivated only by institutional mechanisms such as test results and grades. This leads to them using a number of techniques for ?optimizing the system? by getting maximal results for minimal effort. This essay looks at two pedagogical movements that aim to decrease the gap between schoolwork and students? reality.

?SEPARATE WORLDS?. School librarians teaching in information seeking in high school.The aim of this Master's thesis is to study how information seeking is taught in high school and how school librarians describe their experiences of teaching information seeking. Five school librarians from five different high schools (gymnasium) in Skåne participated in the study. The empirical data derives from five interviews and fourteen observations conducted over a period of three weeks.

Today´s debate in farming is being focused on tourism, outdoor life and hobbies in the rural areas. This is of interest also for the general public as a way of counteracting the depopulation of the rural areas. Within the last years, the farming has become more technically advanced and hence efficient. This has led to increased production volumes and wider selection of products with lower margins for the farmer as a consequence. When the profitability is reduced, the farmer is faced with the choice of either increasing efficiency or diversification of the business.

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.

The main purpose of this Master Thesis is to describe students experiences of learning with Webquest för barnmorskor (Webquest for midwifes) at the University Library of Karolinska Institutet (KI), Stockholm. To investigate the possibilities of acquiring information literacy in higher education with the webquest model a qualitative case study is carried out, based on five interviews with students. The students? perceptions of the webquest course and their ideas on information seeking and information literacy are being analyzed in relation to a framework of learning theory and information literacy expressed by documents and librarians of KI. A descriptive presentation is structured from the main themes that emerged in analysis within the frames of my research questions.

The aim of this paper is to analyze how syllabus plans for the course Swedish for immigrants have changed in the past 40 years. The paper focuses mainly on how different theories on learning in general and second language acquisition in particular have influenced the syllabus. Furthermore, the paper attempts to identify changes in how the teachers? role is described in the documents. My results indicate that syllabus plans from the 70?s were influenced by behaviorism, progressivism and the sociocultural view on learning, while syllabus plans from the 90?s and 00?s show only influences from the two latter perspectives.

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 paper was to contribute to knowledge about how preschool-teachers work with the development of children?s spoken language in preschool.The study was conducted through interviews with four preschool-teachers working at the same preschool with one to five year old children. Through the interviews I came to learn about the preschool teachers experience concerning their work with development of children?s spoken language.The results show that the preschool teachers used pedagogical tools like songs, movements, rimes, jungles and stories in their work to develop the children?s spoken language. They said that conflicts and exclusion among children in a group could be a result of differences in language skills.

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.