Syfte: Syftet med denna studie är att utreda vilka företag som lämpar sig för en implementering av ett shared service center. Metod: Under arbetets gång har en abduktiv ansats använts där det varit en kontinuerlig interaktion mellan teori och empiri. Det har gjorts en kvalitativ studie av ett fallstudieföretag med hjälp av intervjuer, facklitteratur och vetenskapliga artiklar. Slutsatser: De företag som är mest lämpade för en etablering av ett shared service center bör vara:? Stora ? de måste kunna uppvisa stordriftsfördelar? Multinationella ? centraliseringen till shared service måste få märkbar effekt? Expansiva ? realisera besparing i personalkostnader ? Lågkostnadsstrateger ? syftet med ett shared service center passar företagets paradigm? Förändringsvilliga ? det är ett stort projekt som måste stödjas av organisationen.

Information technology (IT) with its enormous capacity involves more and more in our daily activities and public sector is using IT to make their activities more efficient. The government goal with electronic government (e-government) among other things is increasing the availability and service to the public as well as improving the democratic process. Democracy can be strengthened by involving citizens in public decision making process but this goal has not been achieved yet and the development of e-government has mostly been focused on improving efficiency within administration and electronic services (e-services). Promoting the democratic process has been postponed in the development of e-government because of the lack of political commitment and decision. Digital divide is also preventing public sector to promote democracy with the support of IT.

Service Design is a relatively new, unexplored and exciting phenomenon that through an interdisciplinary work methodology designs services. A discussion has been going on for a long time regarding whether there is a difference between products and services. Services are often classified as immaterial, heterogeneous, non-storable and inseparable in relation to products. A question that arises is if something specific characterises the work methodology used regarding service design. The aim with this paper is thus to explain the work methodology when working with service design.

In writing this study, I wanted to examine which principles of organization that are possible for Swedish public libraries to use, and what these principles mean for the libraries customerorientation. This is done by examining a number of written sources, as well as studying the organization of six public libraries. I found several possible principles, but a number of principles have been more commonly used than others. Historically most public libraries were organized according to the functions needed to be carried out within the organization, but today it is much more common to use subject-based organizations, with some examples of organizing according to user-groups and needs. I have also encountered the possibility of organizing according to the sources that are to be handled, or the way in which these sources are used by the customers.

The aim of this study is to investigate the problematisation of the swedish railwaysector during the early 1990?s from a New public management-perspective. The method of approach is a ?What is the problem represented to be?-analysis as advocated by Carol Bacchi. By applying this method to the official investigation aimed at providing suggestions for increasing competition in the railway sector it has been shown that the process of deregulation has strong connections to the ideas and models suggested by the New public management-ideology of organisational theory. .

This master thesis concerns the subject of a reference service named Book-a-librarian. The service makes it possible for the library-user to indulge in a subject with the help of a librarian after having made an appointment in advance. The main purpose of this thesis is to study the function of it. The methods used are a mix of literature and empirical studies to be able to comprehend and explain the practical nature of the service as well as placing the service in a theoretical framework. The empirical study is performed by a questionnaire, where librarians working with the service are asked to participate.

The thesis is aiming to investigate what happens in the customer-service worker interaction when the service worker is wearing religious attributes. In order to operationalize this the Muslim head scarf, hijab, is chosen as stimuli. Reviewing previous research and theory in this field, it is clear that people have a preference for people that they perceive to be like themselves, this is referred to as homophily. Further on, the study investigates the ethnicity dimension of the service worker customer interaction. Theoretical areas of attractiveness and color are also investigated.

In this study we have examined the possible quality standards and methods for applications with service workshops in the forest industry. The purpose of the methods presented here was to start the work of standarardising the maintenance service in the industry and be of use for service providers in their quality effort.The methods we used to accomplish the study were interviews and field visits together with a comprehensive literature research. Our results are presented in the form of four solution proposals: a standard based on existing SIS standards for terminology and key indicators, checklists that are filled in by mechanics with customer participation, the construction of a instructions database, and the implementation of the method 5s.We believe our suggestions can help the service providers in the four problem areas that we have identified: long term strategy, documentation, recruitment of competent technicians, and standard procedures in their operations. These improvements will be beneficial for both the service provider and the customer..

This essay is focused on the questions of and responsibility for where, when, how and why communication and meetings through archaeology should take place. I have critically studied Swedish public archaeology through three diverse archaeological excava­tions, one took place in the end of the 1980s, and two others in 2012.I have asked for under what circum­stances and with which goals the public efforts become possible. I have inter­viewed leaders for the archaeological excavations and/or the public efforts and questi­o­ned how and why they reached out to the public. I also searched for results and effects in order to problematize and value the public activities.Through interpretation of the resear­ched material it becomes clear that economic issues as well as archaeo­logists interests and engagements are of vital importance for public archaeology. Co-operation in the local community and archaeological documentation is crucial for the deve­lopment of archaeology and its role in society.Keywords: Public archaeology, Community archaeology, Heritage, Communication, Manage­ment, Historic environment education, Time Travel, Living history.

This paper deals with the use of Internet at Swedish public libraries. The author asks whether public libraries should or should not limit access to information available on the Internet. Starting from the American discussion, concerning Internet at public libraries, the author shows the Swedish attitudes. The paper demonstrates that many Swedish public libraries have adopted rules forbidding retrieval of certain kinds of information, such as hard-core pornography and racist propaganda. The persons in charge of such actions claim that public libraries should provide high-quality educational literature and should not spread mass-produced, provocative information.

Uppsatsen skrevs i samband med Konsumentverket och undersöker hurKarlstadsbuss använder sig av service recovery i sitt dagliga arbete.Service recovery innebär att så fort en kund upplevt något negativt i samband med ett företagsmöte så ska denne få återkoppling i form av en ursäkt, pengar tillbaka eller någon annan typ av förmån. Lyckas företaget ge kunden detta så fort som möjligt så förhindrar det att kunden får en negativ bild av företaget som den sprider vidare till personer i sin omgivning.För att få djupare kunskap i ämnet har tidigare teorier om klagomålshantering, service recovery och hur företag kan motivera sina anställda till att vara mer serviceinriktade studerats.Syftet med den här uppsatsen är att studera hur service recovery används i ett kollektivtrafikföretag och hur det tillämpas i hela organisationen.Först studerades teorier inom ämnet och sedan gjordes en empirisk undersökning, uppsatsen är med andra ord uppbyggd enligt den deduktiva strategin..

How is the fat body constructed in public spaces? This essay deals with the experiances of five participants, being fat in public spaces. The fat body is often constructed as "matter out of place", more or less expected to be invisiable in public spaces. But living with a fat body isnt all about assimilation, wearing black clothes to fit in or staying at home in fear of facing comments of your body. More than being a body constructed as improperiate in public spaces, the participants view can be described as "revolting".

This is a qualitative study with a reflexive approach. The aim of this masters thesis is to describe how the internal information is managed in Borås Theatre and Borås Public Library related to the internal flow of information within the organisations according to descriptions of different units, staff and work tasks. Ten qualitative semi-structured interviews with employees at the Theatre and the Library have been conducted. The organisations have been studied separately. The interviews are presented according to six categories presented in the theory chapter as a result of the study.

Social media on the internet allows both public and private actors to communicate with each other. The aim of this qualitative study is to explore the relationship between the public and the private in social media on the internet, specifically with emphasis on the identities which are shaped in this relationship. The social media explored in this study is the micro blog Twitter. Data was collected from the pages of three public and private actors on Twitter, specifically with concern to their interaction with public and/or private actors. The data was analysed with support in sociological theories on modernity, identity, self-identity, socialisation and Erving Goffman's theories on everyday expression.

The goal with this essay is to investigate problems in processes of a government agency andthereby determine whether a Business Process Reengineering can create a more effectiveworkflow. The foundation of this essay lies in how customers perceive its business processesas reported from Internet forums. By adopting a qualitative approach, this is supplemented bythe statements and reports from the public business. The qualitative method that has been usedin this study is a content analysis of the threads from two major Internet forums that highlightthe problems associated with the examination of firearms licensing and the routine that exists.The method also gave us the opportunity to study the public business own view of theirprocesses. This was done by exploring their statements in media and their own reports aboutthis area.This essay is the result of a case-based study and during the course of the study we haveidentified five themes related to; time, management, communication, competence, andregulations.