This exam paper has been a collaboration between the writers and System Anderson AB. The assignment was about completing a client application, running on a PDA, and a server application, running as a web service. The web service handles the communication with System Anderssons existing database. The main goal for the application is that it will be used to increase efficiency in storage management. The client application will hold functions for withdrawal, purchase, delivering and inventory.

Abstract This essay is written to answer the questions of why, how and against who employees in the service sector use humour, charm and flirt in the interaction with their customers. The service management research is quite extensive, but despite this the research partly misses studies around why employees tend to act in certain ways while interacting with their customers. To understand the reasons of why they act in these particular ways, we need to know which factors that can be crucial when it comes to the employees? behaviour in these situations. By knowing the underlying reasons of using a special way to communicate with customers, it is much easier to achieve a clearer overview of the subject.

ThepurposeofthisBachelor?sthesiswastoexaminetheinternalinformationmanagementatBoråsBoråsTMEABviaacasestudy.InordertoachievethispurposeanInformationAuditwasconducted.ThetheoreticalframeworkormodelfortheauditwasthatofBuchananandGibb.Dataforthestudywascollectedusingfocusgroupinterviewsandpolicydocuments.Theinterviewswereanalyzedwiththehelpofqualitativecontentanalysis.ThetheoreticalmodelofChoo?sInformationmanagementcyclewasusedtofurtherdescribetheorganizationsinternalinformationmanagement.Theresultsshowalackofpredeterminedroutinesandpoliciesregardinginformationmanagementandtheuseofinformationresources.Furthermore,theunitK:,FacebookandtheweeklyThursdaystaffmeetingwereidentifiedasthethreemostimportantresourcesforinternalinformationmanagement.Inaccordancewiththeinformationauditanorganizationdescriptionwascompletedusingpolicydocuments.Theauthoralsopresentsfoursuggestionsforactionplanswiththehelpoftheresultsofthecontentanalysis.Thestudyrevealedthattheinternalinformationmanagementwasrathergood.Thiswasduetotherathersmallsizeoftheorganizationandthatthestaffhadawellfunctioningcooperation.Thiscooperationisdescribedassomewhatproblematicasfrictionbetweensomedepartmentswasidentified..

Intern marknadsföring är ett välutforskat ämne. Majoriteten av de genomförda studierna är dock kvantitativa och har på ett eller annat sätt studerat samband mellan olika faktorer inom intern marknadsföring. Detta har bidragit till att en mängd olika faktorer och aktiviteter idag benämns under intern marknadsföring. Vi menar på att en djupare undersökning behövs göras för att ta reda på vad intern marknadsföring egentligen är och vilka delar som är centrala. Syftet med rapporten är att undersöka vad som får frontpersonalen att trivas på sin arbetsplats samt vilka resurser de behöver för att kunna leverera en bra servicekvalitet.

Sweden has had statutory audit, which also includes a management audit, for all companies since 1988. A legislative proposal now suggests that the statutory audit shall be abolished for all small and medium sized companies starting on July 1, 2010. The aim for this master?s thesis is therefore to study how the service of auditing will be affected by the legislative proposal. To answer the research question the authors have taken on a qualitative approach and fifteen interviews with representatives for different Swedish auditing firms have been completed.

Syftet med uppsatsen är att identifiera framgångsfaktorer för små komplementärföretag i en högteknologisk bransch. Ytterligare strävas det efter att bidra till förståelsen för snabbt växande komplementärföretag i telekombranschen.Analysen visar att framgångsfaktorer för denna typ av företag bygger på skapandet och upprätthållandet av relationer och samarbeten med de ledande aktörerna inom branschen. För att förstärka dessa externa relationer krävs även en intern organisation med förmågan att stötta och driva på denna syn på samarbete..

The mobile jukebox is an idea for a new kind of smartphone application that would allow users to dictate the music playing at various establishments. The mobile nature of the innovation allows for the possibility of a more ubiquitous service. Conducting a quantitative as well a qualitative study, the authors have found significant interest in this innovation service among potential users and potential distributors of the service. Furthermore, it is shown what aspects are important for decision makers to make a decision on whether to integrate the service into the operation of potential distributors of the service.  .

Titel: Finansiella mått ?en studie av intern och extern användningFramläggande: Den 12 juni 2007Kurs: MagisteruppsatsRedovisning och ekonomistyrning10 poängFörfattare: Björn Arvidsson & Per HultgrenHandledare: Peter Jönsson & Olof ArwidiNyckelord: Finansiella nyckeltalArbetsintensiva företagKapitalintensiva företagIntern styrningExtern kommunikationSyfte: Syftet med detta arbete är tvådelat. Å ena sidan vill vi öka förståelsen för vilka mått företagen väljer att kommunicera utåt och ställa dessa i relation till de mått företagen verkligen använder i sin ekonomistyrning. Å andra sidan vill vi undersöka om det finns någon skillnad i tillämpning mellan olika typer av företag, vilket bland annat inkluderar en indelning i kapital- och arbetsintensiva företag samt indelning efter ägarandel.Metod: Arbetet har en deduktiv ansats, vilket innebär att vi utifrån litteratur på området har skapat en hypotes som vi sedan prövar empiriskt. Det empiriska materialet har vi valt att samla in via enkäter.

The purpose of this masters thesis is to evaluate bookmobile service as a decentralised library service. I have made a qualitative interview survey, with seven Swedish municipalities participating, all providing bookmobile service in their rural parts. The purpose with the interviews is to examine their bookmobile service. I have also studied articles on bookmobile service, and decentralisation through small library units in library journals, to get an insight into how the work with decentralised library service is done in Swedish municipalities. In this thesis answer is sought to the following questions: - Which decentralised library services are suitable for inhabitants and institutions in sparsely populated areas, considering factors such as number of inhabitants, proportion of old people and children, demographic changes, economy, possibilities to cooperate with other municipalities? - What is the current bookmobile service situation in Sweden, taking seven municipalities in the region of Småland as a starting point? My conclusions are that each municipality must decide which decentralised library services that best suites their needs.

Our purpose with this paper has been to analyse and discuss how motivation of the personnel affects the service quality in service companies. This has been done through two studies; a literature study with existing theories and an empirical study on the divisions of Lyckohjul and Shopping at Liseberg. In the introduction of this paper we put the question of research; why is there a need for work of motivation in service companies. When collecting information we used literature briefing, a questionnaire study and depth interviews. The literature briefing focused on the well-tried and most dominating theories on the subject motivation.

Bauhaus har arbetat fram en ny affärsplan för 2011-2012 där ett internt mål är att bli ?bäst på service?. Ett steg på vägen är ett nytt utbildningsprogram som syftar till att göra medarbetarna mer kundfokuserade. Denna studie syftar till att undersöka hur personalen respektive ledningen upplever att Bauhaus satsning på nya utbildningar har tillfört större kundfokus inom företaget samt hur den interna kommunikationen skapar förutsättningar för att satsningen ska lyckas. Teoretiskt utgår studien ifrån vad som skapar tjänstekvalité samt hur företag kan påverka tjänstekvalitén.

This thesis seeks to investigate how Swedish first class hotels by use of IT can improve customer service and thereby increase the share of loyal guests. The authors have conducted a qualitative study predominantly consisting of an interview-based case study at one of Stockholm?s largest independent hotels. To get a broader and more generalized picture of the hotel industry four smaller studies at other hotels in Stockholm were also conducted. The findings suggest that the use of IT can improve the communication between the hotel and its guests and make possible a continuing relationship between visits that strengthens guest commitment.

Thesis purpose: This thesis will through a case study of a recently rebranded bank ?Jyske Bank?, seek to research deeper within the field of service sector rebranding. The internal communication used in connection to the rebranding, will be analyzed in order to investigate what initiatives Jyske Bank?s organizational leaders launched to implement the rebranding and furthermore whether the initiatives have worked. The research questions are: - What are the critical initiatives behind the re-branding process, and have these initiatives been successful?- Furthermore, to determine the success: To what extend does the intended image, created by the organizational leaders of Jyske bank, in relation to the rebranding, correlate with the identity held by the organizational members? Methodology: This thesis employs a mix of quantitative questionnaires and qualitative semi structured interviews.Theoretical perspectives: Corporate rebranding framework (Daly & Moloney, 2004) and a conceptualization of the employee branding process (Miles & Mangold, 2005)Empirical data: The empirical data was collected from in depth interviews with management and questionnaires from employees.

The goal of customer support is to help clients achieve maximum value in their services and products. Customer support is the public face of a company, which means that it is important to give the customer a positive experience and live up to customer expectations. Efficient customer support has become more important and studies show that customers who leave a company do so because of poor service. Customers' growing demands for higher quality and easier access to services means that companies must recognize the need to satisfy each customer. It is important that each customer receives the attention required and that customer needs are met quickly and flawlessly.

Författarna finner att dagens teori saknar tydliga riktlinjer för hur praktiker i den svenska banksektorn bör använda sig av intern marknadsföring. Bristen av en klar definition av begreppet medför svårigheter att applicera teorin på strategiarbetet och använda de verktyg som finns att tillgå i befintlig forskning. Nuvarande forskning visar på vikten av intern marknadsföring i alla organisationer, och då främst inom servicesektorn. Studierna som har gjorts är emellertid baserade på sektorer utomlands, vilket innebär svårigheter för svenska banker att tillämpa resultatet inom sin egen organisation, menar författarna. Författarna ämnar därför undersöka intern marknadsföring och dess effekt på uppfattade konkurrensfördelar på den svenska banksektorn och författarna har valt att fokusera på svenska fullsortimentsbanker.