The purpose of this thesis has been to investigate the effect of introducing the qualitystandard ISO 9001:2000 at Metso Paper Service in Sundsvall. The investigation has been focused on implementation of the new method of work, Continuous improvements. The implementation has been studied in a case study with both a qualitative and quantitative method. Continuous Improvements is a way of working focused on continuously increasing the efficiency and having the purpose of achieving the formulated goals. This is often accomplished by the organisation carrying out the changing process to a great extent in small but efficient teams.

The aim of this study is to describe and analyze how Bolaget, a paper published by the Swedish alcohol monopoly retailer Systembolaget, constructs issues of alcohol in 18 preventive articles published between 2009 and 2012. More specifically the essay focuses on the consequences of alcohol, as well as its consumers and functions. Systembolaget is a distributor of alcohol and at the same time has an assignment by the state to reduce alcohol-related harm. This double role makes the alcohol prevention of Systembolaget, and their perspective on consequences, consumers and functions of alcohol, an interesting object of study. The theoretical and methodological basis is Fairclough?s critical discourse analysis.

Title: ?It´s so sensitive? - Persons in authority's arguments around those persons with disabilities chooses to become parents.Authors: Therese Andersson and Malene HelanderSupervisor: Magdalena DambergThe purpose with this paper is to describe and analyze how professionals act when people with disabilities chose to become parents. To achieve this purpose we have chosen to use a qualitative method with deliberation interviews. The interviews have been implemented with six different persons in authority who work in social welfare offices and as LSS - administrators.Ensured to our questions, (1) How does persons in authority do in the meeting with persons that has a disability and chooses to become parents? (2) Which possibilities respective difficulties see persons in authority within social service and LSS with parenthood where the parent has a disability? (3) What is done in order to facilitate the needs that are added when persons with disabilities chooses to become parents? we consider that they have been responded to.Through our empirical materials we can interpret and read out the replies that we searched for in connection with our survey.

The first company to send TV-commercial was the American company NBC, it was in the year of 1941. In Sweden, TV-commercials were first shown in 1987/88. TV 4 was the first channel to send commercial in Swedish television.TV has the advantage of showing both sound and picture, which makes TV the strongest channel of communication to mediate a message between a company and the consumer. Although TV-commercial is the most expensive choice to mediate a message, it is also the most effective one. (Persson, 1993)Almost everyone is exposed to TV-commercial daily.

Apple has since their launch of the Iphone series created a billion dollar business with the market place Appstore. Third-party apps have disrupted the mobile industry, attracted a high number of developers and set the standard for the industry. Despite success, this market has yet not been the topic of any academic study, a fact that makes this thesis important. Under the assumption that apps can be regarded as a service, traditional service marketing theories have been applied with the research goal to map existing business models, evaluate revenue potential and understand best practices of marketing techniques. A series of qualitative interviews with representatives from the difference business models, backed by secondary data describing the domain shows how the Appstore has evolved over time and which marketing practices that appear successful.

Det politiska uppdraget för Public Service Broadcasting (PSB) i Finland är att bedriva programverksamhet som erbjuder ett mångsidigt utbud av fakta, åsikter och diskussion samt utveckla inhemsk konst, kultur och stimulerande underhållning. Yle ska behandla den finskspråkiga och den svenskspråkiga befolkningen på lika grunder. Under många år samsände Yles svenska och finska verksamhet. Först 2001 fick de svenskspråkiga programmen en egen kanal, FST5 och från den 1 september 2011 delar Sveriges Televisions utlandskanal SVT World kanalplats med FST5. Uppsatsens syfte är att undersöka hur det svenskspråkiga programutbudet i Yle utvecklats mellan 1986 och 2011 med utgångspunkt från public serviceuppdraget.

Background: More focus has been placed towards autonomy when it comes to care and in special towards palliative care. The purpose with palliative care is to relieve and support at the end of the life. When the patient has difficulties to communicate to those around him due to his illness it is hard to preserve the patients right of self-determination. It is very important to consider the patient as autonomous during the course of the illness. Different alternatives have been developed to preserve the patient?s autonomy such as dedicate a deputy or plan the care of the patient in advance.Aim: The aim of this study was to describe, from an ethical point of view, how the patient?s autonomy could preserved at palliative care.Method: A general literature study where 11 scientific articles have been analysed from a qualitative checklist whereof the result has been discussed based on the principles of ethics.

Invasive alien plant species have historically caused major damage to ecosystems and are considered to be amongst the greatest threats to biodiversity globally. The lurking threat of harm to well functioning ecosystems has led to the development of global and regional goals and regulations which seek to stop the spread of invasive species. The Swedish Environmental Protection Agency has proposed a list of species that are specifically harmful to the Swedish flora and fauna, which includes (amongst others) garden lupin. The management of invasive species is however largely dependent on local actions, making municipal public servants key players. This qualitative study uses interviews to investigate how municipal public servants who are responsible for managing invasive alien species view this work.

Denna uppsats behandlar service, ett fenomen som har växt sig starkare de senaste årtiondena och som har kommit att bli ett avgörande verktyg för många företag för att kunna skapa marknadsfördelar. Att ett företag förvaltar mötet dem och kunden emellan på bästa sätt är ofta en kritisk faktor för att få kunden att återvända till butiken även nästa gång. Vissa företag är mer och andra är mindre beroende av ett bra servicesystem och därför är syftet med denna uppsats att undersöka huruvida serviceförväntningarna hos två olika kundgrupper liknar eller skiljer sig från varandra. Kundgrupperna som valts ut tillhör konfektionsföretagen, H&M som är en kedja i lågprissegmentet och Acne som är ett företag i högprissegmentet. Frågeformuleringen som besvaras i uppsatsen gäller som följer: Hur skiljer sig H&M-kunden från Acne-kunden i sina förväntningar på service i butik? För att besvara frågeställningen används en kvantitativ metod en så kallad muntlig strukturerad intervju som är riktad mot de två kundgrupperna.

Folkhälsovetenskapligt program.

The structures of organizations have gone through a dramatic change over the last years; as a result customer service is no longer a small side activity but a critical part in customer relationship management. Development in information technology has created opportunities as well as challenges for organizations when it comes to providing a customer service with capacity of sensing and responding to customers' needs. Previous research shows a relationship between customer response capability and customer knowledge processeses, this study investigates and confirms this relationship. However, findings show that dedication and understanding for customers needs has a direct impact on both customer response capability and customer knowledge processeses, this result indicates that customer knowledge processes and customer relationship management are difficult to differentiate. Furthermore, this study explores IT-related resources impact on customer response capability and customer knowledge processes.

In this study we have investigated who is debating on Sveriges Television. For this study we have chosen the program Debatt which is the biggest debate program in the Swedish television based on the audience. Debatt is broadcasted on Sveriges Television which is a public service broadcaster. In a quantitative content analysis, we examined the proportion of women and men participating in the program and what role they play in the debate. We chose to examine all programs of Debatt over an entire season which deals with one subject.

Syfte: Syftet med uppsatsen är att studera hur P3 Nyheter är utformat, utifrån de tre nivåerna public service, radion som medium och programanalys. Tidigare forskning: Margareta Rönnberg har undersökt public service-nyheter för barn (8-14 år), genom att jämföra Barnjournalen (1978-1979) med Lilla Aktuellt (2007), och menar att eftersom barn är politiska varelser så borde de få ta del av den offentliga diskussionen. Studien rör sig över såväl offentlighetsfrågor och public journalism som ungdomskultur, och fokus ligger på utvecklandet av demokratin genom ett stärkande av medborgarnas makt. Det är ett stort hopp från de barn som tittar på Lilla Aktuellt till P3:s 20-30-åringar, men vad jag vet finns det inget nyhetsprogram som riktar sig till åldersgruppen 14-20 år. Det gör att P3 Nyheter blir nästa steg på vägen. Är det rent av möjligt att P3 Nyheter ska slussa människor vidare till Dagens Eko och "vanliga" Aktuellt när de blir äldre? Metod och material: Jag gör en explanativ, kvalitativ textanalys för att förklara varför texten ser ut som den gör.

Background: More focus has been placed towards autonomy when it comes to care and in special towards palliative care. The purpose with palliative care is to relieve and support at the end of the life. When the patient has difficulties to communicate to those around him due to his illness it is hard to preserve the patients right of self-determination. It is very important to consider the patient as autonomous during the course of the illness. Different alternatives have been developed to preserve the patient?s autonomy such as dedicate a deputy or plan the care of the patient in advance.

In this study we examine to what extent people with disability participate in television news and how they are represented. We chose to examine one broadcast per day of SVT Public Service news program Rapport and commercial channel TV4 Nyheterna (TV4 News) during one month using quantitative content analysis and qualitative discourse analysis.We found that people with disability are underrepresented in television news. In Rapport only 1,9 percent of the total broadcasting time contained people with disability and in TV4 Nyheterna 3 percent of the total broadcasting time contained people with disability. In the news people with disability were often represented as stereotypes, most commonly as victims. The focus was often on the medical aspect of the disability and on the problems that people with disability had.