Information technology and globalization has led to an increasing competition and service production has been more and more independent of locations. This has made a market of outsourced telephone costumer service possible. Due to high establishment the market has been saturated and with that price has sunk. Customer companies have the last few years got more negative to outsourcing of their telephone customer service as they through operating the customer service internally want to get closer to their customers.In the empirical study the writers try to figure out which companies the callcenters should try to aim towards to get long and profitable cooperation. This will be done through deducing guiding principles from theories about how different factors around companies costumer service should look like.

This paper was made together withTechPay AB, by their request.The dissertation has been divided into two separate parts; one of which is fully theoretical, with the focus on the security requirements of a digital cash register, and how to meet these requirements.The second part covers the implementation of anAndroid-oriented Java-library,created with help from the security requirements found in the first part. The purpose of this library is to make it easier to develop a cash register that uses payment terminals from TechPay.This paper also covers different communication protocols, encryption techniques and recommendations from authorities, banks and Android. This paper also contains a small review of how users are validated in applications on the current market that handles money transactions..

Service Design is a relatively new, unexplored and exciting phenomenon that through an interdisciplinary work methodology designs services. A discussion has been going on for a long time regarding whether there is a difference between products and services. Services are often classified as immaterial, heterogeneous, non-storable and inseparable in relation to products. A question that arises is if something specific characterises the work methodology used regarding service design. The aim with this paper is thus to explain the work methodology when working with service design.

Bakgrund: Rottne industri a?r ett fo?retag som tillverkar skogsmaskiner, na?rmare besta?mt sko?rdare och skotare. En viktig del av fo?retagets strategi i dagsla?get grundar pa? att bedriva en genero?s reservdelsverksamhet ut mot kunder. Reservdelsverksamheten har vuxit och blivit en konkurrensfo?rdel fo?r Rottne industri.

The purpose of this essay was to find out how leaders in micro service firms practice HRM and identify which HRM related problems they experience in their leadership. A case study consisting two cases was carried out. The study has shown that leaders in micro service firms use a highly personalised, informal management and involve their employees in the firm?s development. The findings were that leaders of micro service firms do not have any theoretical knowledge of HRM practises because of lack of education.

The aim of this essey was to find out what kind of help problem gamblers can get at social service offices in the region Västra Götaland in Sweden. We also examined the knowledge regarding gambling problems at social sevice offices and who the head of the social service offices regarded having the responsibility for the question of helping problem gamblers. As a last question we wanted to know if the size of the population in the community had an impact on these questions. Central questions in our essey asked are:How much help does the social service offices in the region Väsra Götaland offer problem gamblers? Who has the responsabilety to help problem gamblers according to social service offices?What knowledge does the social service offices have concerning problem gambling?Does the population of the community have an impact on theese questions?This is a quantitative study made as a webbservey to the head of the social service offices in the region Västra Götaland.

Syftet med studien var att ta reda på om ungdomar vet skillnaden mellan public service och kommersiella kanaler. Vi ville även ta reda på vad det är som skiljer public service och kommersiella kanaler åt i medvetandet hos ungdomarna, som speglas ireceptionen av olika typer av serier?I studien har vi tillämpat kvalitativ metod i form av receptionsforskning, där intervjuer och observationer har utförts.Resultatet av studien visar att 20 av 25 respondenter tillhörde kategorierna: respondent medveten samt respondent något medveten. Resultaten visar att ungdomar är medvetna om vad skillnaden mellan public service och kommersiella kanaler är. De diskuterar ledigt och öppet kring de olika kanalernas programutbud.

I den här uppsatsen kommer fenomenet god service att studeras utifrån snabbmatsrestauranger. Frågeställningen som uppsatsen behandlar är: hur får företag servicemotvillig personal att leverera god service? Uppsatsens syfte är att beskriva hur företag inom snabbmatsbranschen arbetar för att motivera och utbilda oerfaren personal för att kunna leverera god service. Då uppsatsen skapat ett nytt empirisk begrepp började studierna ute på fältet. Fältarbetet bestod av observationer samt intervjuer med både restaurangchefer och frontlinepersonal på snabbmatsrestauranger.

This thesis aims to find a more cost effective model for purchasing and logistics at asmall company. The studied company is a BMX (bicycle motocross) and MTB(mountain bike) retailer. The questions to be answered are: How large parties shouldbe ordered and what mode of transportation is to be used? A literature orientation ofthe field was followed by visits to the company, obtaining information from twodifferent logistics companies and interviews of four other companies in the sameindustry. The study shows that it´s difficult to develop an optimum order quantity fora small company since there often are other factors affecting how large amountshould be ordered.

Modern IT systems tend to become more and more complex, while the number of active systems in companies increases. Furthermore, the number of security-related incidents is at an all-time high. These new conditions impose new demands on organizations. For example, it is no longer possible to manually collect and examine the systems log messages.The purpose of this thesis has been to make a comprehensive study of solutions for automated collecting and managing of log messages, analyze the Swedish Armed Forces specification for solutions for central log collection and management, and evaluating exis- ting solutions. The work consisted primarily of literature studies and evaluations of two of the Swedish Armed Forces of selected products: NetIQ Security Manager and Splunk.

The increased specialisation and complexity in products and services has created the need for Swedish companies to focus more on their core businesses. This has resulted in them opting to buy services and products that lie outside of their core business from consultancy businesses or other types of suppliers. When companies describe their offers in internal and external marketing it is done often in terms of company or service attributes that are not based on customer value or offered value for the customer. The reason for this is that companies have not adapted their services to the different needs of their customers. As a result of this, they run the risk of offering the same services as their competitors and communicate values that the customers either do not understand or experience as value adding.

This report covers the product development of a new type of extendable table for the company Karl Andersson och Söner. The company wants to expand their product collection with a new product. Karl Andersson och Söner is a well-known family company that has been located in Huskvarna since 1898, and they are producing furniture for private- and the public environment.The aim with this project is that the product should lead to increased sales, as well as expand their collection to appeal a wider audience. The work is permeated by two issues, to achieve as good results as possible. The issues will bring up how to make a table better, in terms of the competitor?s options, and how to apply a design process to develop a table that meets the markets needs and requirements.The design process of the work consists of strategically picked parts from three separate design processes.

Reverse logistics is getting more and more attention both from companies and the public. It is an area with the possibility for companies to do good in the eyes of the public. This work focus on the return system of a one-way handling material called the loading ledge. The loading ledge is developed by IKEA as a substitute for the EUR-pallet in transports from suppliers with a long distance and even flow and in transports from suppliers with short distance and uneven flow. The loading ledge is made out of 100 % recyclable plastic.The purpose of this work is to find the most efficient set-up for recycling of loading ledges within IKEA on a European level from a transport and handling point of view considering aspects like cost, environment, time and, from an administrative point of view, user-friendliness.Who will the participants of the set-up be, where will they be located, which transports are needed and which income and costs does the set-up generate, are questions that will be answered.

The web has a broad affect on the global economy and can among other things be used for web based information systems (WIS). These systems have grown from being used as a market platform to support all activities in the work of an organisation of today. To survive in a turbulent competitive environment, companies must start to cooperate with their customers instead of just collaborate with them. Can an IT-consultant company use a WIS as a tool for keeping in contact with existing customers to attain this cooperation? A WIS could strengthen the relation between customer and supplier and through that have a possibility to increase the customer use since it can facilitate business processes and imply that services can be offered in a new way.

Denna rapport behandlar den marknadsinriktade Requirements Engineering (RE) processen. Allt fler företag väljer idag att implementera standardsystem i sina verksamheter. Den situation som ett standardsystem utvecklas i är annorlunda jämfört med den som ett kundspecifikt system utvecklas i. Detta innebär att den traditionella RE-processen inte är anpassad till dessa nya förhållanden.Syftet med denna rapport är därför att utreda vad som kännetecknar en marknadsinriktad RE-process som stödjer kravhanteringsarbetet vid utvecklingen av ett standardsystem. Rapporten avser även att undersöka hur RE tillämpas av marknadsinriktade systemtillverkare i praktiken.