SammanfattningSyftet med denna uppsats är att skapa djupare förståelse för kvalitetsbegreppet i en tjänsteleverantörs kundservice. Uppsatsen utreder även hur kvalitetsbegreppet skiljer sig åt beroende på varför kunden kontaktar kundservice. På grund av tjänsters abstrakta natur blir kvalitet i dessa sammanhang svårt att definiera. När tjänsten dessutom är av homogen karaktär, som exempelvis för en elleverantör, hamnar fokus ofta på pris. Detta kan bero på att det är det enklaste sättet att differentiera sig från konkurrenters erbjudande, speciellt när kvalitetsbegreppet är abstrakt.

Introduction:Children in early age diagnosed with scoliosis and in need of surgery will grow up to undergo several operations in the back. Parents play a major role in the care of their children during hospitalization.Purpose:The purpose of this study was to investigate parents´ experiences of having a child diagnosed with scoliosis before the age of five undergoing repeated surgeries in the back.Method:The study had a qualitative descriptive design. Five parents with children aged 5-15 years, who have undergone several operations were interviewed about there experiences of the child?s illness and treatment. Phenomenological-hermeneutical analyze where used.Results:The parents felt a sense of shock when they were told about their child?s diagnose and treatment.

"What's feminine about the Women's library?" This library, Kvinnobiblioteket, is abranchoffice at Björkskatan in the city of Luleå, and the introducing question is thestartingpoint of this essay. To find some possible answers is its object.One way of describing what's feminine about Kvinnobiblioteket is through presenting itsobjective, ambitions and methods of working. That is done mostly in a chapter headlined"Kvinnobiblioteket", and shows how the women's perspective concerns for exarnplepurchase of books and magazines, displaying of books, the opening hours, design etc.Although the focus in the survey is not in the former kind of description, but in the interviewsbeing made during a two week long period of time with ten women at Kvinnobiblioteket(both library user and personnel) at spring 1995. The results of the interviewsthen have been compared with theories from psychological-, feminist-, literature- andlibrary and information sciences, as we11 as to former surveys and essays.The material together leads to some keywords that seem to be important when trying tofind out what's female about the women's library.

The purpose with our essay was to examine what favourable factors there are for women to get out of drug abuse and from a gender aspect interpret how these factors are used in the treatment of female drug-addicts, regarded from the treatment personnel view. The questions we have focused on are: What are the favourable factors for women in the way out of the addiction. How can the use of favourable factors be interpreted from a gender aspect. In what way is the knowledge about these favourable factors used in the drug abuse treatment.To fulfil the purpose whit our examination and to get answers to our questions we performed an explorative examination and applied a qualitative method in the form of a half structured interview with five persons.The main features of the results in our examination were that unisexual treatment, the group and the friendship between women, children and pregnancy and professional and private social network were considered as the favourable factors for the women out of their addiction. Certain factors were used in the treatment as a way to socialize or resocialize the female drug-addicts to predominant social models of how a woman should be like..

The essay's aim was to see which attitudes county council's and municipality representatives had about themes like: collaboration and competence in the work around double diagnosed persons. Its objective was to zero in on the attitudes of the representatives regarding a coallocated collaboration project in Stockholm. Also, it sought to find out what attitudes the representatives had about the other representatives attitudes concerning the above mentioned themes. A number of attitudes were presented during the qualitative interviews with the representatives, highlighting which attitudes seemed strongest. Then the interviews were analyzed using meaning condensation and then set against the theory of social representations.The analysis showed that before work with the target group starts, there?s a need for synchronization of the different representatives involved in the collaboration project.

Under våren 2005 utförde Johan Öberg och Henrik Rautio Berguv sitt examensarbete vid Land Systems Hägglunds (LSH) i Örnsköldsvik. LSH tillverkar en rad olika banddrivna militära fordon bl. a stridsfordonet CV90. Det finns flera versioner av CV90, en av dem är CV90 ARV(Armoured recovery vehicle). På den nuvarande versionen av CV90 ARV finns en lyftkran monterad ovanpå vänster bandhylla.

The purpose of this thesis is to shed light on a present trend of professionalization in Swedish local environmental politics, which have recently seen a decline in active participation of the citizens in favor of an increased governmental regulation. With the aim to closer investigate this relatively new phenomenon, the paper is a qualitative single case-study of environmental policies in the Swedish municipality of Karlskrona. In this case, the municipality is obviously balancing between regarding the interests of the national level and the interests of its own citizens at the same time. This motivates the use of system-theory, and relates to the classical political paradox between participation and efficiency which is also a present theme in the paper.This text-analysis based on interviews with personnel and documents from the municipality shows a visible trend of professionalization in the local politics of the municipality of Karlskrona, from a large grade of participation and a strong bottom-up approach in the days of Agenda 21 to now being more strongly top-down defined by national environmental objectives and principally operated on a professional level..

In this thesis, the conditions of using the maintenance method live work at the Swedish TSO, Svenska Kraftnät has been analyzed. The study is limited to only include live work on 220 and 400 kV. The live work method is a type of maintenance that can be done, on lines or stations, even though they are still energized. The purpose of this thesis has been to map the present live work situation at these levels in Sweden. The study is based mostly on interviews with people who have specific field competence with in live work but also with personnel at Svenska Kraftnät.

Syfte och frågeställningarSyfte med denna studie var att undersöka löpträningens effekter på välbefinnandet med hjälp av Emotional Recovery Questionnaire (EmRecQ).- Hur påverkar löpträning välbefinnandet?- Hur påverkar styrketräning välbefinnandet i jämförelse med löpträning?- Hur påverkar tv-tittande välbefinnandet i jämförelse med löpträning?MetodFör att besvara frågeställningarna användes en kvantitativ metod av experimentell karaktär. Deltagare till studien rekryterades på två träningsanläggningar och 36 vuxna deltagare utförde tre aktiviteter: löpträning, styrketräning och tv-tittande under tre skilda tillfällen under olika dagar. Deltagarna fyllde i en enkät inom 30 minuter före och efter varje aktivitet. Enkäten innehöll skattningsskalan EmRecQ.

Injuries of the superficial digital flexor tendon are common in racehorses with many reports on different treatment regimes. However there are few studies in riding horses. The purpose of this study was to document the result of conservative treatment of injuries on the superficial digital flexor tendon in riding horses and to find factors that may be important to the outcome. Hospital records from 1999 to 2003 of 17 non-racehorses at ATGs Animal Hospital in Skara with the diagnosis tendonitis of the superficial digital flexor tendon were reviewed. Follow-up information on treatment, convalescence and final outcome was collected.

Bakgrund: Personer med schizofreni har lägre livslängd, drabbas av fler livsstilssjukdomar och är mindre fysiskt aktiva än befolkningen i övrigt. Syfte: Syftet var att undersöka vad personer med schizofreni har för uppfattning och kunskap om fysisk aktivitet samt att undersöka upplevelsen av fysisk aktivitets påverkan på den egna hälsan. Metod: Studien är en explorativ kvalitativ studie med sex respondenter som deltog i en intervju. Kvalitativ innehållsanalys användes för att bearbeta materialet. Resultat: Resultatet visade att kunskap om fysisk aktivitets goda effekter på hälsan fanns bland respondenterna.

Background: Mental illness is a growing public health problem which can cause significant disabilities and lead to poor quality of life. As primary care nurses often are the first to encounter these patients they need knowledge to be able to respond appropriately to this group.Aim: The aim was to describe how the sufferer of mental illness experiences the introduction to primary care. Method: The literature review was based on the results of 11 scientific articles which were analyzed with the inspiration of a metasynthesis method.Results: Four categories emerged: the experience of being treated like a human being, the importance of a therapeutic space, the experience of time and availability as well as the importance of competent personnel and the importance of continuity. Patients described different aspects deemed important when encountering nursing staff. Conclusion: Patients experienced that they received good care when they felt listened to and seen as individuals with their own thoughts and feelings.

This thesis concentrates on the organization surrounding the school transports in Norrköping and its surrounding areas. It is a qualitative research based on interviews with four different groups that is included by this organization, local municipal officials, entrepreneurs, school personnel and youths depending on this service. I have used organization theory as a theoretical base. In my study it became clear to me that this is a complex and multifarious organization. The many different actors sometimes make it hard to survey all the different parts of the organization.

The aim of this descriptive literature study was to describe the patients? experience of the need for social support and the choice of coping strategies during treatment for eating disorders. Further, the authors wanted to describe the relationship with the parents and also to highlight the caring relationship between nurse and patient. Results that came to light, concerning the patients? experience, were that patients with eating disorders, in a majority of studies, indicated a deficient social network.

The purpose of this study is to find out how the non-governmental shelters for battered women identify themselves in context of their dependence and cooperation with the municipality. Their legitimacy is also investigated which is based on, along with identity, key concepts of the neoinstitutional organization theory. The mutual dependency between these two actors is problematized along with the question of who is responsible for assisting the battered women, and who takes on the responsibilities for them. The empirical result that is analyzed was gathered through three qualitative semi structured interviews with employed personnel at three different battered women?s shelters in three different municipalities in Sweden.