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.

The purpose of this essay is to analyse how and why culture and tradition is created and maintained within a minor student society at a Swedish university by looking at its history. The West Coast Nation student society provided the material which was subsequently analysed and three sociological perspectives were applied in order to give the study a theoretical base. In order to investigate the purpose of the society, durkheimian theories on functionalism were applied. Moreover, Bourdieu?s thoughts on social fields were used as well as Elias? theories on the established and the outsiders.

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 object of this study was to meet with offenders and victims of crime who recently participated in victim-offender-mediation, in order to explore their experiences and feelings about it. The method of research was individual qualitative interviews with two offenders and two crime victims. The main questions aimed to find out how the participants felt about the mediation process, what experiences they had about the person they had to face during the meeting, and finally what thoughts they had about the crime and its consequences. In helping to analyze the results of the interviews,Reintegrative Shaming Theory and Theories of attribution were used. The former was used to try to explain the feelings resembling shame that emerged during the meeting, while the latter was helpful in order to understand the descriptions the participants used when they talked about the other person.

This paper describes the integration of environmental assessment in Swedish municipality comprehensive planning through a chosen case study. The implementation of a new EGdirective in Swedish law, concerning Assessment of the effects of certain plans and programmes on the environment, should lead to some changes in the way Swedish municipalities' deals with environmental issues in their comprehensive plans. This could later on lead to new preconditions for municipality comprehensive planning. The purpose of this study was to investigate how the planning organisation in the municipality adapts to new regulations for impact assessment of comprehensive plans required by the Planning and Building act. Secondly the purpose was to partly participate in the early stages of the planning process and thereby indicate and identify possible environmental impacts regarding the aspects of land and water. This was done as a case study in a well defined part of the process.

Two elementary schools are now being built in Gråbo (in the municipality of Lerum),Röselidsskolan and Ljungviksskolan, which are both designed with solar thermalcollectors for the schools domestic water heating. During the summer while thelargest amount of solar heat can be generated, the activity hence the domestic wateruse in the schools are heavily reduced. Both schools are connected to the local districtheating system which makes it possible to use the solar collectors to deliver heat tothe district heating.The purpose of this thesis is to evaluate the two systems mentioned above and todetermine which system is more suitable to apply on a school. The building whichconditions were used for this evaluation is Röselidsskolan.A solar heating plant of each system type was dimensioned from the expected andknown conditions of the building. The purpose with the dimensioning was to makethe solar plants replace the ordinary energy source as much as possible.

Unmanned aerial vehicles (UAV?s) are nowadays greatly appreciated. The advantage over manned airplanes are great since UAV?s can be much smaller and therefore lighter. The goal of this project is to evaluate the performance of an environmentally friendly UAV using only lithium-ion batteries.

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.

In order for a judgement to be enforceable in another Member State, there is a certain requirement for an "intermediate? court procedure, a so-called exequatur procedure. An exequatur procedure is both expensive and time-consuming. The average cost of the procedure within the EU is 2 200 euro in a case without particular difficulties. In more complex cases, the cost of the procedure can be validated up to 12 700 euro.

This report presents the development process of a mobile interface for the C2-monitor. A monitoring tool used to support the operations for the broadcasting services of Ericsson Broadcasting and Media Services (EBMS). With the support of the C2-monitor, operators can monitor hundreds of channels and services produced from EBMS. To enhance a more flexible working environment, the C2-monitor needs to be developed further to support mobile devices with a customized design to take advantage of mobile phones features and functionality. Established and well-recognized design methods and principles have been applied in the development process and user testing have been made iteratively throughout the project.

Abstract (in English)During the last fifty years, the waste in an average Swedish household has increased by about five hundred percent. In order to manage (eller take care of) all of this new waste, Swedes need a method of facilitating the handling process. In this report, both the habits and needs among private households across Sweden are investigated, followed by a pertinent solution to the waste problem. This solution is a container with two compartments, using the standarddimensions of a grocery store paper bag..

The purpose of our research is to explore the investigation process of the cases of unaccompanied children by the social authorities. We present both national and international legal documents which are of importance to subject we have chosen. We also aim to study how these are put into practice by social authorities. This can help us to identify the problems and shortcomings in social authorities` practices in dealing with unaccompanied children?s cases.

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.

During the 1990?s a large number of building projects were revealed where lack of moistsafety precautions during the construction process had led to extensive moisture damage. Alsoresent implemented studies have shown that the problems with moisture damages have ratherincreased than decreased during the past few years. Moist is considered to be one of the mainfactors to cause unhealth due to deficiencies in the indoor-environment and does also causeunnecessary expenses and a reduction of the confidence in the construction industry.In this Bachelor of Science thesis three projects have been reviewed to examine how moistsafetyhas been observed during the construction process. Main focus has been to identify thebuilding components that are the most exposed to moist, and to examine how they have beentaken into account during the period of design and construction.