In the master thesis the focus of the study has been on the special library of the Goethe-institute in Stockholm. A survey was made among the visitors coming to the library, to find out how they used the library and how they would judge the quality of service. To find out how the needs and the opinions of the users were meet by the library I also made an interview with the staff one librarian and the chief librarian. In the analysis I used the theory about service quality of Christian Grönroos as a framework. The theory distinguishes the service quality into technical resp.

The aim of this paper is to explain and compare non-compliance of two EU-directives, ?the quality of bathing water? and ?the working time directive?. This study answers the questions: Why didn?t Sweden implement the directive on bathing water quality and the working time directive correctly? Are the reasons for non-compliance the same or different in the two cases? The paper is designed as a case study and with an explanatory attempt we explain why the two directives weren?t implemented correctly in Sweden. The theoretical approach is based on both general- and EU-specific implementation theories.

Design for Six Sigma (DFSS) is a further development of the Six Sigma draft to carry through preventing quality measures in developing and designing of new products and processes. With increasing demands on enterprises development processes to be more safety and faster the need of DFSS arise as a product, process and service development concept in the organisations. Design for Six Sigma aims to improve and structure the development process of an organisation and consider the application of the innovation problem solving. The concept aims to leave the structure of the traditional Six Sigma concept and instead, from an innovative perspective, search for new solutions to existing problems. The concept constitute of a toolbox with a lot of quality tools that are divided into phases in a development model.

Inventories of epiphytic lichens on Scots pine (Pinus sylvestris) were conducted at three sites in east central Sweden: along the newly build motorway (Road E4), along the old road (Road 600) and in a reference site, to compare the effects of traffic pollution on lichen diversities. At each site, species richness, lichen mean sensitivity value (MK), air quality index of the forest stand/sample plot (LKI) and nitrogen impact value (N) were calculated and it was tested if there was any difference between the sites. Twenty-four species were observed in total, and Parmeliopsis ambigua and Hypogymnia physodes were the most common species at all sites. At Road E4, fewer lichen species were observed than at the other sites and this might be due to the impact of air pollution. The species richness at Road 600 was similar to that of the reference site, which might be explained by the improved air quality.

ABSTRACTProblems with high turnover in nursing has escalated during the last years both nationally and internationally. according to previous research job satisfaction and quality of care was connected to specific features of the hospital work environement. It was also recommended by Coomber & Barriball (2007) to analyze job satisfaction at ward level with qualitative interviews to get a deeper and more extended insight in which specific features are of importance.The aim of this study was to investigate and describe the experiance of job satisfaction in relation to quality of care from nurses perspective. This study was carried out at an orthopaedic ward with primary nursing as organizational context of care.Two focus group interviews were conducted, they comprised nine nurses with at least two years experiance of primary nursing. A qualitative content analysis with inductive approach was used in order to develop more detailed insights of potential factors influencing work satisfaction at ward level.

AbstractAim: The aim of this study was to describe cancer patients? experiences of quality of life and wellbeing in relation to yoga practice.Method: A descriptive qualitative study with semi structured interviews was carried out during the fall of 2009 at the University of Uppsala. Informants in the study were cancer patients who were participating in the yoga/psychotherapy group at the clinic of oncology at the Akademiska hospital in Uppsala.Result: Five out of six informants experienced that their quality of life and their wellbeing improved by practicing yoga. One informant had mixed feelings which were not due to the yoga practicing, but to the place where it was practiced. For her this place was associated with illness.

Since companies have realised the importance of customer loyalty and since the service sector has gained higher significance in recent years, we found it interesting to study what leads to customer loyalty in service companies. The theories we have chosen to consider are customer loyalty, service quality, service guarantees, affinity marketing, loyalty programmes and customer clubs, the customer in focus and other factors that influences customer loyalty. To find out how service companies are working with cus- tomer loyalty, we have conducted a case study within three service companies. Our findings are that customer loyalty has a significant importance for the companies we studied. Quality and personnel were the factors we found had the greatest impact in service companies concerning customer loyalty.

Multipel skleros, MS, är en kronisk neurologisk, autoimmun sjukdom, som oftast debuterar hos personer mellan 20-40 år, mest kvinnor. Det är cirka en per tusen invånare som insjuknar. Sjukdomen orsakar funktionsnedsättningar av olika grad och omfattning. Ett dominerande symtom vid multipel skleros är smärta. Syftet med denna litteraturstudie var att hitta omvårdnadsåtgärder, som kan lindra smärta hos personer med sjukdomen.

Quality is the main focus in management of all laboratories. Accurate results of the analyses are not only determined by the analytical procedure but also by preanalytical factors. In the total analytical process of clinical specimens, there are many possible preanalytical sources of error. Monetoring of temperature on test samples of the transport boxes is one way to reduce the mistakes in the preanalytical phase.In this study, four laboratories from primary health care were invited to participate. The temperature has been measured on test samples of the transport boxes being delivered to the laboratory.In three cases the temperature remained within the limits, but in the fourth case the temperature varied more than the allowed interval.

To receive a diagnosis of pancreatic cancer can lead to a tremendous change in a person?s life. Thoughts regarding death may cause a personal crisis which can have negative influences on the patient?s social, mental and spiritual state. Most people with pancreatic cancer are diagnosed in a late stage of the disease.

Death can be seen as a sensitive subject and can by that be difficult for many people to talk about. Working as a nurse can imply caring for severe ill and dying patients, which can be regarded as a task that makes great demands. The aim of the present literature review is to illustrate nurses' experiences of problems in association with the care of dying patients to be aware of these. Nine scientific articles were analysed and the result showed that the problems the nurses experienced could be related to four different categories: problems related to organisa-tion/resources, to the nurse herself, to the patient and to family members. The literature review also illustrates consequences of these problems for nurses, and which components that could simplify the nursing care of dying patients..

The purpose of the literature study was to describe older people´s difficulties and attitudes to take several drugs. Literature has been sought in two large databases and included literature is selected, quality assessed and analyzed, based on the study purpose and questions. The authors conducted a descriptive literature review of qualitative and quantitative articles. Difficulties to access different types of pharmaceutical packaging, or to remember when to take their medicines are difficulties the elderly encounter. Cultural and socioeconomic differences become apparent.

A litterature review concerning nurses experiences of different workschedules in healthcare..

The aim of the study was to illustrate how music therapy can be used in the care of patients with schizophrenia and other psychotic illness.The method used was a literature review. Scientific articles were searched in PubMed, Cinahl, PsycINFO och Scopus databases with an outcome of ten articles, with in total 330 participants, that underwent quality and outcomes analysis.The results showed that music therapy could provide potential improvement in the patients' social functions and that it could also improve negative, some positive and general schizophrenia and psychotic symptoms in some patients. The form of music therapy used was often creative music activities with music therapist, with or without structure, or individually customized. The length of treatment varied widely. It was not possible to draw conclusions about which type of music therapy was best.

A large proportion of businesses around the world is today ISO 9001 certified and is consequently conducting internal audits on a regular basis. It has however not been possible to conclude that internal audits always add value to the organisation, despite the large utilisation of this tool. Some authors, e.g. Alic & Rusjan (2010) and Wealleans (2000), mean that there are possibilities that internal audits may be used as a value-adding improvement tool. This has led to the emergence of this master?s thesis.The purpose of the case study was therefore formulated to examine how internal quality audits can be made more effective and used as an improvement tool.