Kurs:Mälardalens Högskola, EIK021, Kandidatuppsats i IT-ekonomi, 15 HP Titel:Hur hanterar ett tjänsteföretag CRM-system och hur påverkar det deras kundrelationer? Författare:Västerås Västerås VästeråsMarlene Elias Nisha Singh Juan Solano Espinoza Handledare:Marie Mörndal, Mälardalens Högskola Problem:Idag definieras CRM som affärsstrategi i företagen. Denna strategi finns för att kunna skapa en bättre samt en långvarig relation mellan kund och företag. Relationer uppstår då två parter skapar någon form av aktivitet med varandra. Relationsmarknadsföring och Customer relationship management är i stort synonymer, hur kundrelationer bör skötas.

In April 2010 Vägverket (the Swedish National Road Agency) andBanverket (the Swedish National Railway Agency) will merge intoTrafikverket (the Swedish National Traffic Agency). Trafikverket willassume unified responsibility for the risk management that atpresent is responsibility of Vägverket and Banverket separately. Atpresent, as it will be shown in this thesis, Vägverket and Banverketshare the same theoretical background for risk management but usedifferent implementations often within the same agency. The use ofdifferent implementations results in a reduced transparency of therisk management both within and outside the agencies: this willbecome even more problematic when they will be fused intoTrafikverket.The aim of this thesis is to review the current risk managementmethodologies used at Vägverket and Banverket and to suggest aunified tool for the risk management at Trafikverket. This will bedone by focusing in particular on construction projects, one fromVägverket (Partihallsförbindelsen) and one from Banverket(Nynäsbanan).

AbstractThis paper discusses how system development methods today support communication between system developers and their customers and end users. Today there are many system development methodologies with different aims and emphases. It is difficult, however, to find among these methods those who promote good and effective communication with customers because so many of these are very technically rooted and not as much directed towards the soft aspects of systems development - i.e. Human aspects. Our own experiences tells that a simple interview can be initialized without us having an idea what to ask the customer about or how to structure it up - nonetheless it?s done, but the outcome is just chance.

This paper investigates the internal product costing system in one of the Swedish banks with the purpose to evaluate the quality of its product costs and possible implications on decision making. The study shows that the current system distorts product costs by, among other things, using relative allocation of costs and time and by allocating all costs to individual units of products. We therefore propose an alternative product costing system, which mainly draws on ABC theory but is also adapted to the specific needs of service companies and of the Bank. This proposal is intended as a solution in this particular case and not to be generalized in other contexts. We hope however to add to the understanding of why more complex costing systems, such as the ones based on ABC theory are, according to previous studies, not widely used in practice.

A consultant is an external expert that exists within all types of organizations. The consulting service can be divided into individual practitioners and large companies whose sole task is to hire out consultants to clients. The need for consultants has grown due to the restructuring of Swedish businesses during the past decades. They have put parts of their business on contract. This has led to a market with other player that have been able to focus on these parts.

Underdrainage is a costly investment but often a necessity to maintain rationalized plant cultivation, one can also see underdrainage as insurance to successful plant cultivation. Late ripening crops, low yield and difficult tillage cultivation are examples on an insufficient drainage. (Kvarnemo 1983) A drained field rise in land price and the scheme of the tiled drains is seen as a value item. The interest for underdrainage among the farmers follows with shifting economic situations within agriculture and has for long time been low. A big part of the Swedish tiled drainage systems is since 1930 and ahead. Many of these tiled drainage systems need to be replaced or complemented. The life length of one tiled drainage system varies with maintenance but can still remain in good function after 75 years with correct management.

En sammanfattande rapport över de lärdomar vi gjort under bl.a. ett projekt vid Närpolisen i Lund (NÄPO Lund). Rapporten behandlar bl.a. områden som konsult-klient förhållandet, ledarskap, individuell utveckling, grupputveckling och feedback..

En kvalitativ undersökning av SEB och Föreningssparbankens strategiimplementering vid deras direktinvestering i Baltikum..

The national spatial planning guidelines and the subsequent legal regulation in the Natural Resources Act and the Environmental Code has been a part of the Swedish planning system for almost 40 years. In the recent years, critics have claimed that the regulations are outdated and does not work the way it was intended. This paper examines closer why it is perceived that the regulations does not work, with a focus on how the national interests are managed in the municipal planning. Why is the national interests not applied in the municipal planning as intended? Is the error in the system or in the implementation of it? The aim of this essay is to study the gap between theory and practice by studying how the land management provisions in the Environmental Code is applied in five selected municipalities. The aim is also to find interesting issues for futher studies of the topic.

The intention has been to look at the school system in South Africa and specifically at arts and culture in grade 10 to 12. I have visited a number of classes and interviewed the teachers working at the art centre PJ Olivier in Stellenbosch. By doing this I wanted to get to know the system and to understand the intentions that the curriculum describes.I have all through the study related the areas I?ve looked at to the curriculum to see how well the intentions are implemented. I have also compared everything with the Swedish school system.The curriculum has good intentions but the country has a lot to do before they reach the goals with a school system where everybody is included and where there is ?ubuntu? (Zulu word for humanity or I am what I am because of what we all are).

This thesis aims to develop a control system for measuring electromagnetic compability (EMC). This has meant that a controller designed around an ATmega8 microcontroller has been manufactured and programmed. It has also meant the development of a comprehensive control software in the program MATLAB. The control system has been tested with satisfactory results and can now, monitor and control measurements of the EMC-type..

This paper describes how files and information can be shared in organisations and workplaces. We studied and compared the traditional file sharing in Microsoft Active Directory and the Social file sharing that comes with Microsoft SharePoint Sites. We used qualitative studies based on interviews with system administrators, management and by our own observations to acquire the necessary data. Using independent research, we were able to analyze the data and show the general difference between the traditional and the social file sharing systems. Social file sharing enables the user to easily store and share files in a flexible online environment.

The inequality and separation of sexes seen in organizations may lead to inefficient use of human resources. Therefor, a more equal organization could lead to higher productivity and efficiency. Inequality within organizations is a problem also for the society as a whole since who is chosen for a position is not depended upon merits, leading to inefficiency. To not reflect upon traditional division of labor and decision-making could also lead to an undemocratic and unjust society. The aim of this thesis is to explore women and men?s engagement a family business in an agricultural setting. Gender theorists argue that gender arises from the social situation in society.

Background: The theater market has matured ? supply now exceeds demand. Government funds are on a decrease, replaced by other means of financing. The city of Stockholm will be introducing a bonus system that will benefit independent theater groups that succeed to increase their revenue and attendance. Hence, the audience will play an even greater role, a tendency some free theater groups come to terms with by interacting with the audience to create value.Thesis statement: What factors lead to the long-term survival of the independent theater groups, allowing them to benefit from the imminent bonus system?Purpose: To analyze and evaluate the marketing strategies of the independent theater groups, in reference to their capability of long-term survival through value creation along with the audience, thereby increasing attendance and ticket revenue.Methodology: The study combines quantitative and qualitative approaches and methods.

The purpose of this study was to describe how journalists do research for their articles and whether there is a need to create a knowledge bank of the material that journalists use for writing these articles. I also looked at how knowledge management could be used at a daily newspaper to add value to the information used by the journalists. The thesis is based on four interviews with journalists, a literature review and a practical project. I helped a journalist with his information seeking and later tried to organize the material. This project gave me an understanding of how varying the material that journalists use is and how difficult it would be to try to organize it in order to create an organizational knowledge resource of the material.