The goal of customer support is to help clients achieve maximum value in their services and products. Customer support is the public face of a company, which means that it is important to give the customer a positive experience and live up to customer expectations. Efficient customer support has become more important and studies show that customers who leave a company do so because of poor service. Customers' growing demands for higher quality and easier access to services means that companies must recognize the need to satisfy each customer. It is important that each customer receives the attention required and that customer needs are met quickly and flawlessly.

En upprörd patient sitter i väntrummet på en akutmottagning. Patienten har väntat på vård i flera timmar och äntligen kommer en sjuksköterska in. Patienten reser sig upp och bereder sig på att följa med. Tyvärr utropar sjuksköterskan någon annans namn och den väntande patienten frågar undrande: ?Ursäkta, när är det min tur?? Problem:Vi anser att det finns problem i arbetsprocessen på akutmottagningen som orsakar att patienten får vänta onödigt länge.

This bachelor thesis is based on interviews with staff from three Egyptian NGOs in Cairo during the spring of 2013. The study examines how three Egyptian NGOs discuss the woman?s situation within the Islamic legal discourse in the contemporary Egypt. The empiric material was analysed through a theoretical framework of gender in Islam, and a discussion of the concept of human rights laws in a local context.The respondents emphasize the societies gender stereotypes as obstacles in the discussion regarding women?s rights.

One can find it problematic to communicate in today?s information society and therefore has the importance of distributing information the right way grown. Managers possess the authority to control what information is to be distributed how and that has created a big need for managers to learn how to communicate. This study was conducted in hope of enlightening the phenomenon male and female management communication. We chose to do a case study on two managers on Solna Stad in Stockholm. One male and one female.

Vad det är som händer inom hälso- och sjukvårdssektorn är ett frågetecken, då vissa chefer blir ut- och inrullade i landstingens verksamheter. En vårdcentral har fått anlita konsultbolag för att kunna rekrytera en ny chef till sin verksamhet, då de misslyckat med rekryteringen själva. Idéer om New public management har börjat implementeras i landstingen, vilket betecknar den offentliga sektorns omvandling till att arbeta med företagiserade metoder gällande dess organisering och styrsätt. De nya arbetsmetoderna inom hälso- och sjukvårdssektorn har setts orsaka attitydproblem. Syftet med studien är att skapa en förståelse för hur ledningsarbetet inom offentliga hälso- och sjukvårdsorganisationer har kommit att påverkas av idéer om New public management.

The aim of the study has been to explore certain aspects of implementation perspectives and to analyse the introduction of an environmental management system called ecoBUDGET in the Municipality of Växjö. A framework has been developed through thorough studying of earlier research in the field of policy implementation in public administrations. The framework is made up of the steering relationship between politicians and public administrators, decision making and implementation and the ability, want and understanding of how and why decisions should/could be implemented. By using this framework in combination with interviews held with individuals that host valuable knowledge and experience of the system these questions were to be answered:-What factors in the implementation process of ecoBUDGET can be seen to have facilitated alternativly hindred the integration of the environmental management system within the municipalitys administration and companies?- In what direction has the integration of a sustainable devleopment thinking for the environment thru ecoBUDGET evolved within the organisation?The result came to be that sustainable development and the strive for this is more and more amalgamated in to the everyday work within the municipal organisation and that the environmental management system is likely to have played a part in this..

The aim of this thesis is to examine the occurrence of Cosmetic Earnings Management (CEM) among Swedish companies. CEM refers to the small upward rounding of reported net income to reach cognitive reference points. Important cognitive reference points are multiples of ten (N*10^x) of reported net income and rounding towards these has been documented in other markets around the world over the last 20 years. The occurrence of CEM on the Swedish market is studied using digital analysis, frequency testing and Benford's law. Firstly, reported net income of publicly traded companies between 1996 and 2010 is examined.

The purpose of this Master Thesis is to investigate whether the technical service available in the "Reading and Writing Corner" has an influence on the total quality of service in a public library. This service is intended to give sensory/print-handicapped persons access to information. The title KOM LOSS is a Swedish expression for "come on" and LOSS is short for reading and writing support. I have chosen to study three libraries in the region of Västra Götaland, Sweden. The thesis examines total quality from the aspects of goal steering, accessibility, education and marketing.

Sweden is described as one of the most forward-thinking countries in the world when it comes to equal opportunities, yet still management is being dominated by men. Looking at entrepreneurship and gender, the author has written four herstories about female entrepreneurs working, through enterprise, to bring about change to the male domination of top level management. The primary purpose of this master's thesis has been to look at theories on entrepreneurship/ management and gender to analyse how the entrepreneurs relate to their roles as [i] entrepreneurs, [ii] agents of change, and [iii] women. The findings show that they attach particular emphasis to their roles as entrepreneurs. As regards the work for change, being female is described as both advantageous and irrelevant, or insufficient.

Risk management har historiskt sett associerats med riskminimering och undvikande. Men framför allt inom project portfolio management har ett skifte inletts mot ett proaktivt tillvägagångssätt för att hantera risk, snarare än reaktivt. På så sätt uppnås en holistisk analys av risk som tar hänsyn till både positiva och negativa avvikelser på mål. Syftet med detta arbete är att undersöka hur användbara optimeringsmodeller är i läkemedelsindustrin ur ett risk management-perspektiv. Modellerna som undersöks är capital budgeting problem, goal programming och contingent portfolio programming.

I den här uppsatsen har jag valt att göra en jämförelse mellan de två kommunerna Piteå och Skellefteå och hur de har använt sig utav implementeringen av New Public Management inom respektive kommunal organisation. Jag har även studerat mer i detalj vad New Public Management innebär. Till min hjälp hade jag fyra stycken informanter från de två kommunerna. Jag gjorde djupintervjuer med de på deras respektive kontor och varje intervju tog mellan 30 till 40 minuter. Jag använde mig utav en intervjuguide till varje intervju och den innehöll sammanlagt arton frågor.

A description and analysis of the sales process of ERP systems is presented; also the consequences for the parties involved are discussed. The chosen methodological basis is an inductive research design consisting of a case study based on interviews. The analysis of the empirical data is done with a proposed analytical framework. Based on the agency theory, the analysis is tightly knitted together with opportunism. There are three controlling factors: relationships (relationship marketing), contracts (principal-agent theory), and competition.

The Swedish Armed Force has a need to streamline the preparation of an exercise in tactical training for soldiers because the preparation of an exercise is currently laborious and time consuming when commanders manually share files to each computer that will be included in the exercise. The degree project was to create a file sharing program within the internal network of the Defence Forces? international centre (Swedint). The program is used by the training management to effectively start up an exercise where soldiers train tactical training in a simulated combat environment. The training management use this program to upload files to a server which notifies all the computers on the network to download these files.

Syftet är att, baserat på empiriska studier, formulera hypoteser kring karaktärsdragen i bemanningsföretag. Detta genom att undersöka de anställdas upplevelse av arbetet, varför de har sökt sig till ett bemanningsföretag samt hur de ser på sin framtid inom företaget. Undersökningen är hypotesskapande genom en enkätundersökning som skickats ut till 103 konsulter i tre bemanningsföretag. Studien har resulterat i sex stycken hypoteser kring karaktärsdragen i de undersökta bemanningsföretagen..

This thesis examines a project that has been conducted at a software development company. The aim is to investigate which problems firms of this kind faces performing projects. We choose a theoretical frame consisting of a modern view on how to manage projects. The view argues that the management of each project has to be adapted to the situation at hand. This theory is divided into two separate streams of reasoning; one emphasize learning, delegation of responsibility and flexibility, while the other argues for control, time planning and the importance of keeping to the plans.When we compare the theories to the case we draw three main conclusions: A thorough phase of investigation is required to produce the necessary planning documents.