AbstractTitle: The Moment Of Truth; A study of service quality assuranceAuthors: Fanni Helminen and Linda ElsborgLevel: Bachelor Thesis in Business Administration, C-level.Advisor: Lars- Johan Åge and Jens Eklinder FrickDate: 2014- JunePurpose: Quality assurance has become a vital concept and an important tool to ensure that employees are able to deliver high service quality. The purpose of this study will be to elucidate how service companies can apply the use of sevenfundamental features supporting service quality in their quality assurance; recruitment and selection; training, teamwork; empowerment; performance appraisals and rewards; communication, and culture (of the organization). Furthermore, we will illustrate how the type of business entity, Organizational structure and Organizational resources afflicts the seven features.Method: Method: We will, from a hermeneutic point of view, apply and qualitative deductive research method. Data have been collected through a case study. The data have been transcribed and the analytical method has been selected based on the conducting purpose.

Because of an increasing demand from customers and changing external environment, there is a need for continuous improvements, for both manufacturing and service organizations, to meet these demands. Manufacturing organizations have been working systematically with quality improvements for a long time, but it has not been as common for service organizations. Because of that the methods to use for implementation of the systematic improvements have not been designed to fit service organizations, and not either for public organizations. The purpose of this thesis is to explain if and why the Swedish Road Administration?s Organizational culture and handling of ideas and deviation support an implementation of continuous improvement management.

This is a case study which investigated the perceived consequences of the Organizational change that was implemented in January 2013 at Karlstad University. The study aimed to explore the experiences of the employees concerning the changes in Organizational structure and internal communication. This was done through a set of eight individual standardized qualitative interviews with members from different departments. A lot of effort and thought was given to the ethical implications and to create a comfortable and open climate during the actual interviews to ensure that the respondents felt free to speak openly and honestly about their personal opinions and experiences.It is evident that the overall vision was ambitious; aiming to create a more effective organization through cutting off excessive administrative personnel and streamlining decision paths. However according to the opinions of the respondents it was clear that the result was far from the desired goal.

The purpose of this study is to gain increased understanding of managers´ attitudes and knowledge about its role in the internal Organizational communication. We want to understand how managers define dialogue and further understand the role that dialogue plays for managers. We want to see whether the different managers highlight some common foundations or differences in the dialogue. With the help of the following two questions we wish to understand managers´ relationship to the dialogue within the internal Organizational communication: -What meaning does the dialogue have for managers in the private sector?-What role does the dialogue play in the internal Organizational communication according to these managers? We use qualitative interviews as the data collection method of our material. Using material from the interviews and mainly in accordance with William Isaacs? theory of dialogue, wecan answer our questions. The result shows that managers' views on the dialogue in many cases are similar to Isaacs? vision but differs in part. The managers believe that employees are there to contribute to the company.

Purpose of this study is to investigate whether BBIC had an effect on the interaction between social services and schools. To find this out, a comparative study carried out between two municipalities in southern Sweden who has worked with the BBIC system different lengths of time. The empirical data is based on six qualitative interviews with heads of unit in social services, principals in secondary schools, and social workers who work with children- and youth investigations. The theoretical framework consists of Bronfenbrenners Ecology model, systems theory as Organizational theory and the theory of autopoiesis, and Danermark model of collaboration. The results of the survey show that respondents do not find that their inter-Organizational collaboration has been significantly affected by the implementation of BBIC, but that BBIC provides a good basis for collaboration due to the logic and structure of the system..

Aim: Culture exists in every organization, whether you actively work with it or not. Old cultures often carry traditions and are hard to change. The purpose of this thesis is to describe Gävle Galvan from an Organizational point of view and also to investigate the culture from a gender point of view.Method: The thesis is written with a qualitative and narrative approach. I have taken part in three person?s stories through interviews and thereby created picture of their everyday work on Gävle Galvan.

Purpose: The purpose of this paper is to contribute with knowledge regarding the connection between the socialization process and the Organizational commitment perceived by junior accountants. Based on Van Maanen and Schein's (1979) model, we intend to identify and describe how selected socialization strategies affect junior accountants? perceived affective, continuous and normative commitment during the initial five years in the firm.Research methodology: Semi-structured interview was chosen as the key approach for gathering essential data. Interviews were conducted at three major accounting firms with a total of eight interview participants. The study has a qualitative approach because of the ability to go in depth on the studied phenomenon.Conclusion: The socialization process consists of individual, informal, sequential, fixed, serial, and investiture strategies.

Media and social media have been proved to occupy an increased amount of time in people's everyday lives and affect how individuals interpret reality. This phenomenon is referred to as the medialization and its implications on organizations and their members become important to understand. The purpose of this study was therefore to examine how members of an organization under intense scrutiny from the media are affected by this exposure in their everyday work. To gain knowledge about the area a qualitative case study was performed on the Swedish train operator SJ AB - one of the most media exposed organizations in the country. A theoretical framework is developed for the study and discusses Organizational identity, stigmatization and motivation.

Health care costs in relation to GDP are escalating all over Europe and the Swedish health care industry is not an exception. Between 30 and 50 percent of resources used in health care are considered waste, in the sense that they don't contribute to increased health. This illustrates the big need for hospitals to become more efficient which is why many hospitals today are trying to move towards a process-oriented organization. This paper therefore aims to identify the elements necessary for this type of Organizational change, the barriers encountered when moving from a functional to process oriented hospital as well as how to overcome them. The case study was conducted at Karolinska Universitetssjukhuset and shows the importance of not just transmitting a sense of urgency but also communicating that the upcoming change is long term.

The aim of this research was to gain a comprehensive understanding of how daily activities impact the Organizational culture within the Swedish Police enforcement agency, Polismyndigheten. The study specifically explored the influence of the purported culture of silence on Organizational culture. Employing a case study approach, data were collected with a qualitative method from a total of 15 individuals, including students and officials affiliated with Polismyndigheten. The findings were categorized into five distinct groups, revealing a noticeable gap between employees and management. Additionally, the study identified generational disparities and a lack of a clear set of core values.

Today more and more municipalities interact across a wide range of sectors. The reasons tostart interacting are varying and for those who succeed with this form of work, there arebenefits in terms of efficiency and knowledge exchanges. But are the reasons that interactalways obvious? Sweden currently has 290 municipalities of varying size and allmunicipalities have basically the same mission, to deliver services to its residents.Information technology allows municipalities to digitize much of the workload, but theintroduction of the technique is not without problems. For small municipalities, there are greatdemands to deliver reliability and support for their internal and external services.

AbstractPurpose/Aim: The purpose of this paper was to identify the communication process at the company Cherry casino and see what opinions the employees had about it. Moreover, an evaluation of the used strategies was done and an analysis about what perhaps could be done to improve the attitude, communication and in the end the result for the company.Material/Method: The empirical material was gathered through qualitative interviews and theory application.Main results: The transmission of information regarding the regular work related information works just fine and the channels used are well chosen. But more large-scale information that deals with the company?s plans, strategies and targets is not handled in the right way. Neither is the respond.

Within the fields of business as well as the academic, there is a growing interest for the role images play in an organized conception of the world. This paper acknowledges the relevance of such images and ideas, and its purpose is to examine the fixed ideas and conceptions of the world as they appear in a Swedish Organizational context. The Swedish Trade Council is a hybrid organization between the state and private sector with an outspoken purpose of defining an image of the outside world for small and medium size enterprises in Sweden. The underlying question in focus for this study is: What central conceptions of the world appear in the Swedish Trade Council?s information films ?Världens möjligheter?? Within Organizational studies, a postcolonial theory has to a large extent been overlooked.

In organizations today Corporate Social Responsibility (CSR) is becoming a common means to try to gain legitimacy and credibility for their business. A successful CSR strategy has the potential to generate positive outcomes for a company and reaching out to stakeholders about the corporation?s contribution in the field is an important part of the work. In this study I examine how the employees at Max Hamburgare receive the corporation?s efforts within sustainability, how it is perceived and what this means to the employees.

Work and health are strongly connected because people spend the most part of their adult life in a workplace. The work environment influences the fellow co-workers experience of health and learning in different ways. Accordingly the organizations influence has by doing so, created a great significance to fellow co-workers experiences. Organizational changes often create turbulence within an organization and are often experienced negatively by the fellow-co-workers even if it will give positive effects later. The aim of this study was to illuminate nurses- and assistant nurses experiences of health and learning related to Organizational changes.