This paper examines how companies in a transparent industry work to satisfy the customer in an extended way, to offer value added products that in the end enables the customer to be loyal to the company. We have studied the insurance industry in Sweden and have focused on five different insurance companies. Four of them, Folksam, Länsförsäkringar, Trygg-Hansa and Dina Försäkringar, where we have focused on Ölands Försäkringar which is part of the Dina Försäkringar group, are some of the largest insurance companies in Sweden. The fourth company is Swedbank which is a bank that has started to offer insurances.Our results demonstrate that it is important for the company to see the customer not only in a profitability aspect; the company has to find out what the customer gets in return. In that case the possibility for the customer to change company decreases and the chance that the customer becomes loyal increases.

Abstract The purpose of writing this thesis was to improve methods during requirements engineering phase. Usercentred system engineering has some problem areas, which are examined and verified to create a new guideline for developers. This guideline tends to make requirements engineering more effective and help developers create more concrete requirements. It is not uncommon that system development projects ends up with unsatisfied users or delay in deliveries. The reasons are different kinds of communication problems between users and developers during verification of requirements.

In the year of 2009 the conditions for managing primary healthcare in the region of Västra Götalandchanged. The decision was taken by the regional assembly and resulted in that the citizens since thenhave had the opportunity to choose which health care provider they preferto stay with. Along with thisdecision a new market for private health careproviders was established, which resulted inincreasedcompetition between the providers.In order to manage the competition, the health care providers arenow forced to be more efficient in their operations andalso to beeven more focused on their patients.Backa Läkarhusgruppen is an example of a private healthcare provider in the region of Västra Götaland.In the same way it is also an example of anorganizationin need of analysing their operations to seehowit can be further optimized to meet patient needs and expectations.The aim of this study is to analyse Backa Läkarhusgruppen?s organization and its operationsin the hopeoffinding suggestions whichwill improve the patient flow.To allocate and solve the problems thatBacka Läkarhus suffer from,an approach inspired by Lean Healthcare is used throughout the report.Some of themost significant problems that were identified within the organization are:?The synchronization of demand and capacity is inadequate.?Absence of standardized routines.?Absence of present leadership.To be able to improve the patient flow Backa Läkarhus needs to handle these identified problem areas.By synchronizing the staffing level in relation to the trends in demand a reduction in the patient?swaiting times and throughput time will be possible. Creating clear responsibilities and routines for thestaff will contribute to a higher degree of patient focus and thus lead to a more efficient patient flow.

Background: In previous studies on the subject hope it has been revealed that hope is an important condition for the experience of health, quality of life and well-being. In the literature hope is described as a great support in life that is vital for a person's life and for how the person manages to become afflicted with a fatal disease. Within palliative care the 6S: s is a person-centered model for care that is directed towards the promotion of patient´s participation, relief from suffering and enablement of well-being and support of the patient and his or her family members. Aim: To describe how patients find hope in their situation in palliative care, and to examine whether there is an interaction between the different dimensions of 6 S: s model and with patients' experiences of hope. Methods: This degree project is literature study.

In this paper we have examined why seniors do not use e-business to the same extent as other age groups. Seniors belong to the age group that, according to statistics from Statistics Sweden (SCB) in 2011, utilizes e-business the least in relation to the number who use the internet. To understand how seniors reason and perceive the possibility to shop on the internet, we have conducted four interviews with people from 65 years and older. We have let the respondents answer questions regarding utility aspects, e-business interfaces, general shopping habits, risks, and whether or not they usually shop online. We also found out how seniors reason when they sell products and services.

Abstract The purpose of writing this thesis was to improve methods during requirements engineering phase. Usercentred system engineering has some problem areas, which are examined and verified to create a new guideline for developers. This guideline tends to make requirements engineering more effective and help developers create more concrete requirements. It is not uncommon that system development projects ends up with unsatisfied users or delay in deliveries. The reasons are different kinds of communication problems between users and developers during verification of requirements. There is a therapy model, called solution-focused therapy, used in family and individual therapy. The model focuses on solutions for the future instead of problems in the past.

Evaporation is a part of the chemical recovery department at wood pulping mills. The purpose of evaporation is to remove water from the black liquor, which makes the liquor combustible. The process is very energy demanding, and having a well-functioning model of the system is of greatest interest. The model can then be used to study energy consumption and to test different control strategies. Two models have been developed during the master thesis.

Background: Patients with leg ulcer suffers often of woundpain. Healthcare professionals will strive after having knowledge and understanding for how woundpain influences the patient's quality of life. Aim: The aim is to elucidate the patient's experiences of pain at venous leg ulcer and the effects on their daily life. Method: The procedure has been a systematic literature overview with a systematic search in different databases. The search resulted in nine scientific articles.

In order to facilitate testing of anesthesia machines a patient simulator has been required by Maquet Critical Care AB. A patient simulator has been developed to reduce expensive and time consuming animal experiments and temporary lab arrangements. The patient simulator has been developed and designed to simulate human lungs with regards to anesthetic uptake, production of carbon dioxide and heating and moisturizing exhaled air.The system comprises a container and a test lung to simulate the volume and the dynamic of the human lung. The simulation of uptake of anesthetics has been implemented by pumping a fraction of the gas from the container through a bypass circuit with an active charcoal filter that adsorbs volatile anesthetics. The flow through the bypass circuit is generated by a pump and is controlled by a linear valve.The resulting performance of the patient simulator has fulfilled the requirements.

Background: Health care is a strange place for the patient. To make this enviroment as good as possible, would the patient be well informed. The patient has right to know if it is a bad mews and often he/she needs caring after the information. Nurse´s basic responsibility is caring, for her/him it´s important to prevent the shock for the patient that can appear. Aim: Describe the nursing staff responses to the patient, using the patient´s perspective in relation to bad news. Method: A litterture review has been made with nine articles. Current research materials that meet the study´s purpose has been applied in databases and analyzed.

This report describes a synchronous machine model with magnetic saturation in d-axis, neutralconnection and electrical exciter interface for the transient simulator PSCAD/EMTDC. It hasbeen designed and verified in comparison to the regular machine model in EMTDC.The performance of the model is very good when incorporating a linear as well as a saturatedmagnetising inductance. The dynamic deviation is only thousandths to ten thousandths perunit. By using a cubic interpolation of the saturation curve, the model gives a good representationof the saturation effect. The open source code implementation of the synchronousmachine model gives the possibility to easily adapt the model to specific requirements.The derived model makes it possible to simulate a synchronous machine with its excitationsystems, e.g.

To be competitive in the corporate climate of today it is important to have effective logistic activities. A common resource within the internal logistics is forklift trucks, which are used to lift and transport material. It becomes more and more important to decide whether to buy, lease or rent the forklifts to obtain an optimal economic situation. Many companies have issues with internal pricing. It is difficult to price products and services correctly. It is common to price the overall instead of what it really costs.The purpose of the thesis is to present a model for the acquisition of forklifts for internal logistic operations, regarding financing and internal pricing, to obtain economic effectiveness and an optimal forklift fleet size. The study focused on a specific research question, and for this purpose interviews with experts were held, observations were made and a literature study was done.

The aim of this master thesis was to create a dynamic model for the processes in a solid fuel boiler of the moving grate type. Another aim with the model was to keep it as simple as possible but still able to catch the dynamics of the processes in the bedplate of the boiler. The creation of the model had its origin from drying and combustion equations used in earlier modeling work of boilers. The represented model has been used to simulate different kinds of disturbances in a boiler and different ways to control the boiler. These tests show that controlling a number of parameters in the bed of the boiler is an effective way to keep the grate stable during disturbances.

Background: Effective treatment of patients with type 2 diabetes needs a good communication between nurse and patient. This creats a good relation and leads to a more effective patient education. Aim: The aim with the literature study was to describe how nurses trough patient education can achieve self-care for patients with diabetes type 2. Methods: Literature studies with both qualitative and quantitative articles were examined. Findings: The articles that were chosen for the results were sorted in the two categories relation and communication.

This master?s thesis describes the development of a model of the catalystsystem aiming at control by an MPC. A well functioning model, which is suitable in control purpose, is important while emission legislation become more and more hard to fulfill for the car manufacturers. Much research has been done in the field of physical modeling of the system, but in this work a linear adaptive time discrete ARX-model is developed and validated.The systems tendency to change its dynamic during usage implies that the model must be adaptive. The developed model proved to be well functioning and shows promising conditions for the MPC design.