Titel:                        Missnöjeshantering i banker - En fallstudie av Sala SparbankSeminariedatum:    19 januari, 2012Institution:              Akademin för hållbar samhälls- och teknikutveckling, Mälardalens  HögskolaNivå:                        Magisteruppsats i företagsekonomi, 15 hpFörfattare:              Odhiambo Opee och Charlotte SkinnarHandledare:            Carl G ThunmanNyckelord:              Klagomål, banker, missnöje, Word-of-Mouth, Sala SparbankSyfte:                       Syftet med denna uppsats är att beskriva missnöjeshantering hos Sala Sparbank. Uppsatsen undersöker hur studieobjektets missnöjeshantering överensstämmer med en egenutvecklad modell för missnöjeshantering. Resultatet av uppsatsen förväntas utmynna i en reviderad modell för missnöjeshantering samt att utreda om Sala Sparbank kan förbättra sin missnöjeshantering.Metod:                     En egen modell utvecklades utifrån den teori som samlats genom litteratursökning i artiklar, böcker och olika internetsidor. Modellen och teorin låg sedan till grund för de tre fokusgruppintervjuer som genomfördes. Resultatet bearbetades genom ?klipp och klistra? metoden och analyserades sedan utifrån modellen.

Problemställning: Muskuloskeletala besvär hos professionella pianister (Playing-related musculoskeletal disorders - PRMDs) är ett vanligt förekommande problem och besvären är oftast smärtsamma, långvariga och funktionsnedsättande. Pianister drabbas i hög grad av skador i övre extremiteterna. Tidigare studier efterfrågar en gemensam konsensus med tydliga definitioner över de riskfaktorer som ingår i PRMDs hos pianister. Det rekommenderas valida och reliabla mätinstrument samt prospektiva studier för att säkerställa prevalensen.Syfte: Syftet var att konstruera ett frågeformulär på engelska för användning att kunna identifiera prevalensen av PRMDs och dess frisk- respektive riskfaktorer hos professionella pianister i Sverige, Nederländerna och Grekland. Metod: För att säkerställa att alla relevanta riskområden skulle inkluderas i frågeformuläret genomfördes intervjuer med tre experter inom området och intervjuerna analyserades sedan med innehållsanalys.

This paper is based on a literature review and interviews made with managers in small-scale nurseries for pot plant production. The review helped to identify the worst occupational hazards in pot plant production. The interviews provided a way to investigate how the nurseries act so as to avoid the worst hazards and what they do to even out work intensive periods during the season in order to get a more even distribution of work over the year. According to available statistics problems with back and shoulders are the most common of the physical disorders and the risk for occupational accidents are high for greenhouse workers. Most of the occupational injuries are connected to musculoskeletal problems. The handling of material is often manual and involves frequent lifting and carrying of heavy loads, the strenuous work postures and static muscular tensions these repetitive tasks are associated with causes straining and overloading.

More than 90 % of all business activity in the world market consists of small and midsized companies today. Recent studies have shown that there has been an increase in small companies? certification to ISO's management standards. Smaller organizations tend to have more limited amounts of resources at their disposal than larger ones. This can result in difficulties during the implementation process of ISO 9001.

BakgrundCallcenter- verksamhet har vuxit fram snabbt och utvecklats mycket under de senaste årtionden, både internationellt och i Sverige. Det är en verksamhet som innebär många utmaningar i en ofta komplex arbetsmiljö med höga krav på samverkan inom systemperspektivet Människa - Teknik - Organisation. Arbetsförmedlingen tillhandahåller handläggning per telefon via kundtjänster på sju olika orter i Sverige. Korttidssjukfrånvaron ansågs högre i denna verksamhet än i övriga organisationen och målet var att minska den. SyfteHuvudsyftet med denna uppsats var att undersöka om det fanns arbetsmiljöfaktorer på Arbetsförmedlingen Kundtjänst som förklarade korttidssjukfrånvaron. Detta genom att tillämpa ett MTO- perspektiv (Människa - Teknik - Organisation). MetodFör att få svar på vår frågeställning tillämpades metodtriangulering genom kvalitativ och kvantitativ datainsamling.

Muskuloskeletala skador är ett stort problem hos hästar som tränas och tävlas i kapplöpning, och orsakar smärta med påföljande hälta för individen och ger även ekonomiska förluster inom industrin. Av dessa är stressfrakturer i tredje metakarpalbenet distalt på frambenet vanligast och utgången är ofta katastrofal med avslut på karriären och i vissa fall slakt. För denna typ av skada finns alltid en preexisterande patologi i benvävnaden. Träningen är högintensiv och kräver en fysisk adaptation av rörelseapparaten. Den kraftiga mekaniska belastningen kan kopplas till predilektionsplatser för frakturerna, där mikroskador i benvävnad utvecklas till fullständiga frakturer.

Syftet med enkätstudien var att undersöka hur en omfattande renovering av en lågstadieskola Huutoniemen ala-aste ändrade elevernas subjektiva upplevelse av skolmiljön samt elevernas besvär och symptom. Som jämförelse undersöktes även en referensskola Palosaaren ala-aste som redan tidigare hade genomgått en omfattande renovering. Synpunkter och annan information insamlades med en standardiserad och prövad enkät utarbetad av Yrkesmedicinska kliniken i Örebro, Sverige. Enkäten delades ut till samtliga ca 470 elever i skolorna före och efter renoveringen och vid samma tidpunkt av åren 1997 och 2000. Tekniska mätningar av inomhusluftens CO2, relativa fuktighet och temperatur gjordes före och efter renoveringen och på samma tid av året i 6-8 klassrum/skola.

Sociala medier innebär både stora hot och möjligheter för de företag som väljer att använda detta som en kommunikationskanal. Sociala medier skapar en plats och ett tillfälle för företag att komma närmare kunderna och genom att göra detta kan företagens intäkter ökas, kostnaderna kan minska och kundkontakten kan bli mer effektiv. Idag blir företags snedsteg, dåliga service och fadäser offentliga på några minuter i de sociala medierna. I form av arga inlägg på företagens vägg på Facebook ackompanjerade av kommentarer från andra som håller med trådskaparen kan en lynchning av företaget som gjort något fel eller retat upp kunder startas. Mot bakgrund av det här resonemanget är syftet med denna uppsats att undersöka hur 3, en av Nordens största mobiloperatörer, bemöter kritik samt hur de väljer att skapa sin identitet på sin Facebook-sida.Den teoretiska referensramen i denna uppsats behandlar systemisk funktionell textanalys, identitetsskapande på internet, intimisering, word-of-mouth samt word-of-mouse och service recovery-teorier.Analysen bygger på en ideationell samt en interpersonell textanalys av fem svar på fem negativa inlägg skrivna av upprörda kunder på 3:s Facebook-sida.

In this report a study is carried out with the aim to identify added values of EPC projects implemented in schools in order to increase the interest of EPC projects on the market. The report examines how the planned maintenance, supervision, maintenance and corrective maintenance is affected, how insurance premiums and terms are affected, the indoor environment and how the tasks of the operating staff is changing. A literature study of energy savings, energy use in schools, maintenance and insurance as well as how energy efficiency improvements are related to the Swedish environmental objectives has been made. Visits were carried out in Ludvika, interviews were also carried out with operation technicians and local strategists in Ludvika as well as employees of insurance companies.Schools often have neglected maintenance and problems with ventilation and indoor environment. Schools also have a large energy saving potential due to their low utilization, mainly because they are empty parts of the year.

In Sweden today many municipalities and sport clubs chooses to build artificial turfs becauseof the increased period of using the turfs during the year and less maintenance requirementsthan for natural grass fields. What could be problematic with artificial turfs is the rubbergranules used as infill material in the turf matt. The rubber granules are often made fromrecycled tires, which may contain for the human health and the environment, harmful substances.This was the reason why the Swedish Chemicals Agency commissioned a statusreport in 2006 which, among other things, concluded that the environmental and health risksassociated with granules made from recycled tiers in artificial turf fields were small, but thatthere could be a local environmental hazard. The purpose and objective of the risk assessmentwas to identify how artificial turf plans granules can affect recipients in the area closeto the pitches and provide input to reduce the spread of metals and substances harmful forboth human health and the surrounding environment. The work was divided into three parts:(1) the construction of artificial turf pitches and their material content, the spread of granulatesoutside the fields and disposal of artificial turf pitches.

In this report a study is carried out with the aim to identify added values of EPC projects implemented in schools in order to increase the interest of EPC projects on the market. The report examines how the planned maintenance, supervision, maintenance and corrective maintenance is affected, how insurance premiums and terms are affected, the indoor environment and how the tasks of the operating staff is changing. A literature study of energy savings, energy use in schools, maintenance and insurance as well as how energy efficiency improvements are related to the Swedish environmental objectives has been made. Visits were carried out in Ludvika, interviews were also carried out with operation technicians and local strategists in Ludvika as well as employees of insurance companies.Schools often have neglected maintenance and problems with ventilation and indoor environment. Schools also have a large energy saving potential due to their low utilization, mainly because they are empty parts of the year.

In this report a study is carried out with the aim to identify added values of EPC projects implemented in schools in order to increase the interest of EPC projects on the market. The report examines how the planned maintenance, supervision, maintenance and corrective maintenance is affected, how insurance premiums and terms are affected, the indoor environment and how the tasks of the operating staff is changing. A literature study of energy savings, energy use in schools, maintenance and insurance as well as how energy efficiency improvements are related to the Swedish environmental objectives has been made. Visits were carried out in Ludvika, interviews were also carried out with operation technicians and local strategists in Ludvika as well as employees of insurance companies.Schools often have neglected maintenance and problems with ventilation and indoor environment. Schools also have a large energy saving potential due to their low utilization, mainly because they are empty parts of the year.

In this report a study is carried out with the aim to identify added values of EPC projects implemented in schools in order to increase the interest of EPC projects on the market. The report examines how the planned maintenance, supervision, maintenance and corrective maintenance is affected, how insurance premiums and terms are affected, the indoor environment and how the tasks of the operating staff is changing. A literature study of energy savings, energy use in schools, maintenance and insurance as well as how energy efficiency improvements are related to the Swedish environmental objectives has been made. Visits were carried out in Ludvika, interviews were also carried out with operation technicians and local strategists in Ludvika as well as employees of insurance companies.Schools often have neglected maintenance and problems with ventilation and indoor environment. Schools also have a large energy saving potential due to their low utilization, mainly because they are empty parts of the year.

In this report a study is carried out with the aim to identify added values of EPC projects implemented in schools in order to increase the interest of EPC projects on the market. The report examines how the planned maintenance, supervision, maintenance and corrective maintenance is affected, how insurance premiums and terms are affected, the indoor environment and how the tasks of the operating staff is changing. A literature study of energy savings, energy use in schools, maintenance and insurance as well as how energy efficiency improvements are related to the Swedish environmental objectives has been made. Visits were carried out in Ludvika, interviews were also carried out with operation technicians and local strategists in Ludvika as well as employees of insurance companies.Schools often have neglected maintenance and problems with ventilation and indoor environment. Schools also have a large energy saving potential due to their low utilization, mainly because they are empty parts of the year.

Working as a veterinary nurse includes advising animal owners, helping them to make discisions through well-based facts and experience. Preemptive spaying of the healthy bitch brings many advantages and disadvantages. It leads to cessation of gonadal hormone production, and how the exact extent the surgery affects the dog is not yet fully understood. The sex hormones mainly control the reproductive system, but receptors of these hormones are found in many tissues of the body, and have complex relationships with other hormone systems. Spaying decreases the metabolism although the bitch gets an increased appetite, which enhance the risk of obesity, unless the owner restricts food intake.