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.

???Information Technology is an essential part of the society today, not least in large ???organisations dealing with sensitive information. An example of such an organisation is the Swedish Armed Forces which indeed is in the need of ways to ensure information security in their Information Technology systems. The means which is used is an authorisation and accreditation process.All Information Technology systems go through a life cycle which includes realisation, usage, development and liquidation. In the Swedish Armed Forces the lifecycle is an authorisation process.

The purpose of this bachelor?s thesis is to examine video games, gamers and gaming from an information science perspective. The purpose of the study is partly to study video games as a type of information system and partly to study gamers information use, information seeking and also the experience of gaming. A selection of five games have been analysed using a topology for video game analysis created by Espen Aarseth. A quantitative investigation has also been made, in the form of a web survey distributed through four Swedish online forums, the result of which was analysed using Carol Collier Kuhlthaus model of the information seeking process.

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.

The importance of good information security and safety grows larger and larger for each day in the information society of today. This concerns citizens, companies and public authorities. At the Swedish Transport Administration, the operation of an information security and safety process has evolved over the years to guarantee that the public authority can be trusted by its citizens, cooperating companies and other public authorities. This responsibility has been assigned to the Information Security and Safety Department (Informationssa?kerhetsavdelningen, ITsa?).In this thesis the aim is to review to what extent ITsa? achieves any business benefits for the Swedish Transport Administration, and to analyze, streamline and come up with solutions to improve their workflow.

The aim of the thesis is to investigate to what extent the pedagogy process has been affected by the close collaboration between librarians and teachers when it comes to education on the information search process. The thesis shows that the librarian is seen as an acting intermediate for information, and is regarded as a part of the learning process. The issues covered comprise of how students, teachers and librarians perceive that the students becomes information literate, how they perceive that the subject fields are covered, and how information has been transmitted, and how all this has been affected by the fact that the librarian is actually less available in person. Also, the following questions are discussed; how do librarians, teachers and students interact through the homepages of the course and "the landscape of studying"? And in what respect have the old library halls changed into that, which is available 24 hours a day, with different kinds of meeting opportunities where the search of information has been integrated with group projects? The foundation of this study is built on an evaluation of a project comprising of virtual study environment at the University of Linköping.

???Information Technology is an essential part of the society today, not least in large ???organisations dealing with sensitive information. An example of such an organisation is the Swedish Armed Forces which indeed is in the need of ways to ensure information security in their Information Technology systems. The means which is used is an authorisation and accreditation process.All Information Technology systems go through a life cycle which includes realisation, usage, development and liquidation. In the Swedish Armed Forces the lifecycle is an authorisation process.

Purpose: We wish to gain a deep knowledge about product development processes in relation to the aspect of time in companies in highly technological and rapidly changing markets. The purpose is to establish how organizations better can employ time as a resource to make the product development process more efficient. Conclusions: Information we gathered from theory and primary data show that information flow, synchronization and time profit when seeing time in three dimensions are factors which should be reflected in the architecture of a product development process. To illustrate our findings, we decided to create a model..

There is an ongoing process where the free market within the European Union is expanding, partly through the incorporation of new member states, partly through the signing of association agreements with nearby countries and regions. When trade barriers are removed in different ways more companies consider an internationalization of the company. However, the procedure of the internationalization of companies is a rather new and unexplored area in the context of research. The focus of this study is therefore to examine how a few companies situated in Sweden, has proceeded while searching for knowledge during the internationalization process. Data has been collected through interviews that have been balanced with information from Internet and other sources.

Companies need to receive feedback in order to understand how they should adjust to shifting demands in the market. This study focuses on the Mystery Shopping process and the information it provides. Through qualitative interviews information was gathered which identifies Mystery Shopping as an approach where companies actively seek information withthe help of anonymous ?shoppers?. This method is compared to other research methods in order to identify the characteristics of Mystery Shopping.

Companies need to receive feedback in order to understand how they should adjust to shifting demands in the market. This study focuses on the Mystery Shopping process and the information it provides. Through qualitative interviews information was gathered which identifies Mystery Shopping as an approach where companies actively seek information withthe help of anonymous ?shoppers?. This method is compared to other research methods in order to identify the characteristics of Mystery Shopping.

Sandvik Wire needed a review of the administrative part of the order fulfillment process and especially the work around packing and the inventory of finished goods. Therefore we acquired the assignment to investigate the administrative part of the order fulfillment process in the company with the purpose to identify potential for improvement. This investigation was performed with focus on the terminal and packing functions. The purpose with the investigation was also to identify critical factors for an efficient order fulfillment process and investigate if information quality is such a factor.Data was collected through interviews and observations on Sandvik Wire. With the help of this data the information and material flows was mapped, the work within terminal and packing, and adjacent functions was investigated.

The purpose of this essay is to explore how students in secondary school seek out and use information. More specifically, the essay examines how the search and use of information differs between students working in groups and students working independently. The essay draws on in-depth interviews with six students. Two different theories are used to analyse the transcripts from the interviews. The first theory consists of Carol Kuhlthau?s six different stages showing how the students? feelings, emotions and actions change during the information seeking process.

The aim with this study was to examine which information sources are used by the librarians in the process of changing automated library system and why. Furthermore it was of interest to examine whether there are any correlations between variables environment, information quality, information availability, information need and information sources. I used a quantitative method that was carried out in form of a nationwide survey. Questionnaires were sent out to all the Swedish libraries that had change library systems sometime between the years 2000.

The core process is responsible for internal business development and is the process that runs through the organization and the results which creates a value for the customer. Some research suggests that identification of the client's conscious or unconscious needs clarifying the so-called core process in the organization and operations can thus be more effective. The study aims to identify and analyze the experience of the core process within child health care. The method has been interviews with nine managers and 10 clinic nurses in a county. The results show a lack of knowledge regarding core process and process work.