In the last decades, lean production has proven to be one of the most important organizational paradigms in manufacturing. The lean concept has also spread into the service industry where it is applied within a range of different areas. The wide applicability of lean principles has spurred the authors of this study to apply the principles in the context of the operations of a Swedish remand prison. The thesis examines the process a client of the remand prison Häktet Kronoberg goes through from the time of arrest until he/she is released or convicted and transferred to jail. Based on lean tools and principles, the thesis maps and analyses this process.

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.

Road design with focus to safety has been extensively developed in last decades in Nordic and some other EU countries with the main aim to achieve a decrease in a number of accidents and fatalities on the roads. These countries gained many valuable experiences, but they had to sacrifice great effort, expenses, and time to reach the present art-of-state. The purpose of the Master?s Thesis is to review some design approaches with focus to safety and discuss the general way that they may be applied. The Master?s Thesis studies safety in three levels: (i) general - design standards, national safety policies and road hierarchy; (ii) local authority and road administrator; and (iii) three specific safety countermeasures - junctions, pedestrian crossings and traffic calming.

The thesis work was conducted with the company Free2Move AB. The company is located in Halmstad and is an acting provider of wireless communications for industrial customers, mainly focused on Bluetooth? technology.In today's society most people have their music on their computer, MP3 player or mobile phone. What if you could avoid the cable between your sound system and sound source and transfer music wirelessly instead? Together with the company's engineers, I have developed a new comprehensive product for wireless music transmission.

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.

A geographical position and its social, cultural and political context as well as climate and specific physical characteristics define the scope for a landscape design project. This has become clearer for us in our master project where we have made a Design Program for the outdoor environment of Wollo University in Dessie, Ethiopia and analysed and reflected on the work and process. The aim for the project has been to design an attractive and functional outdoor environment for the Campus, based on the inventories and the needs and wishes of clients and users. But, the aim has also been for us as landscape architect students to gain a greater knowledge about landscape architecture and the design process by position ourselves outside our usual context. The method has been open and seeking where the site, literature studies, dialogues with people and our own experiences from the field study in Ethiopia has influenced the work. Wollo University is situated 400 kilometers north of Addis Ababa, in a mountainous landscape. It faces problems of heavy rainfall during the summer, soil erosion, a lack of essential facilities, and is still a construction site with empty spaces in-between buildings and infrastructure.

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..

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..

Avregleringen som skedde på mitten av åttiotalet medförde att fler aktörer etablerade sig på marknaden vilket genererade en hårdare konkurrens. En branschglidning uppstod som innebar att bank och försäkring blev ett.Förändringar av de befintliga tjänsterna inom finanssektorn har resulterat i att den mänskliga faktorn i bank- och försäkringsbolagen till stor del har fallit bort och ersatts av mer automatiserade tjänster. Fler bankkontor har slagit igen portarna och de som finns kvar har fått en ny roll i samhället och fungerar idag främst som rådgivningsplatser. De tjänster som kontoren idag erbjuder är av mer komplex karaktär och får därigenom en högre betydelse för kunden. Utformningen av kontor har således visat sig bli ett allt viktigare komplement vilket bank- och försäkringsbolagen kan differentiera sig med och sända ut signaler till sina kunder, detta på en marknad som präglas av mycket hård konkurrens.

I work on a lighting design for a dance performance to be on tour. A lighting design adapted for three different conditions was made: - One comprehensive where I allow myself a great deal of creative freedom, adapted for the stages with major technical conditions. - One smaller version for stages with less equipment and with less time for preparation on site. - One design for very simple conditions. I also examine the specific differences between typical theatrical lighting design and typical dance lighting design, and the best way to prepare for the hands-on stage design phase..

The subject of this bachelors degree project is an interior layout for road ambulances.Landstinget Västernorrland (LVN) wanted a layout concept that would be used to com- municate their design intentions to the ambulance producers during their purchase process.Designing ambulance interiors is an extremely complex process since there so many fac- tors to take into consideration. It ?s not just about taking the equipment and place it where there is space left in the cabin. You have to start with the user in focus and the tasks that are to be performed in the ambulance environment.It ishard to find design solutions that will fit 100% of the ambulance personnel?s working routines for 100% of the tasks.

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 interest in building low energy houses has increased along with the rising engagement inthe climate questions. With the advancing energy prices it is highly suitably for those whobuild and administer their buildings in long-term to build energy-saving houses. 40 % ofSweden?s total energy consumption constitutes of the energy in residences, therefore it iscrucial to take advantage of all the free energy as we possibly can. With crucial questions likequality of living and profit low energy building is a subject that concerns us all.Three proposals for apartment blocks are presented in this work on a real estate in Stockholm.Each proposal is developed through unique processes of design with the purpose to displaypossibilities to deal with the energy requirements of today and tomorrow through energybased architecture.The first proposal is an apartment block based on a traditional design process, the demands ofthe property owner and it?s affected by opinions from architects.

My aim is to examine the special form of interaction between users of the shut-in service and the responsible librarians. My purpose is to examine how mediating of literature can be pictured in correlation with shut-in services. How do librarians describe their experiences of the shut-in service? What roles of mediating can be perceived? How can interaction interpreted in the context of the shut-in service?The material was acquired by doing qualitative interviews of five librarians who works with shut-in service. This study is based on the theory of Åse Kristine Tveit.

For research purposes Saab has developed a generic mathematical model denoted VEGAS of an aircraft with a configuration similar to JAS 39 Gripen. Today parts of Gripen backup control system are used also for VEGAS making the system subject to both corporate and defense secrecy. The main objective of this master thesis is to design, verify and implement public pitch axis flight control system for VEGAS. Furthermore, simplifications regarding the design process is to be examined. Design of pitch axis flight control system for the entire flight envelope has been carried out.