Although Lean has received an increased amount of attention in the service context, research still has not established how successfully Lean manages to increase service productivity; since service productivity consists of both efficiency and quality. Research regarding productivity discusses the risk of a tradeoff between efficiency and quality in service production processes. Therefore, this thesis aims to explore if the tradeoff in a production setting with low variability in demand and low customer participation exists, after Lean has been implemented. With a qualitative approach, a case study has been conducted at Scandinavian Airlines Ground Handling to evaluate the effects of Lean in the baggage handling process. The result of the study shows that the tradeoff has not been overcome; efficiency has increased at the expense of quality.

Syftet med uppsatsen har varit att undersöka hur de statliga föreställningarna om en fungerande service ser ut och sätta dem i relation till den faktiska utvecklingen på landsbygden, och även att undersöka alternativa lösningar till hur servicen på landsbygden kan bedrivas. Studien har fokuserat på svenska landsbygder generellt och för att söka svar på syftet har statliga myndigheters rapporter och dokument granskats där insikt har erhållits om hur servicen, något normativt bör vara. Genom metoder som kvalitativ textanalys av dessa rapporter, teoretiska ingångspunkter om landsbygdens nya ruralitet och tillgänglighet samt intervjuer med olika aktörer, dels om nytänkande servicelösningar och dels om landsbygdens servicesituation, sätts politik och praktik mot varandra. Det har visat sig att den politiska föreställningen om hur servicen bör vara ej till fullo överensstämmer med verkligheten. För att planera för en fungerande service på landsbygden krävs ett nytänkande med lösningar som beaktar dagens samhälle och det lokala, flexibilitet och innovationsrikedom..

The purpose of this thesis is to discuss how a Swedish public library approaches their costumers. I will show how a library interacts with their costumers compared to a business, which has a different economic work frame, a building materials supplier. My aim is to pinpoint differences and explore new methods for the library in order to improve their service.The theoretical frame of the thesis is based on Richard Norman's notion the Moment of truth. The moment of truth is the moment when a business has to convince their customer that they offer both the product, proficiency and service that the customer needs. Service encounters at two organizations have been observed and their differences and similarities compared.

The purpose of this study is to examine how the editorial staff from the Swedish radio program Morgonpasset i P3 and the Norwegian radio program P3morgen uses Facebook and Twitter and how they can use social media as a tool in the production. The purpose is also to examine how active both of the editorial staff are on Facebook and Twitter and which kind of language they use on Facebook and Twitter. The radio programs both work under a lot of similar conditions and are both controlled by public service in both countries. To conduct the study qualitative interviews was performed with the web editor Christoffer Malm from Morgonpasset i P3 and the radio presenter Silje Nordnes from P3morgen in combination with a quantitative content analysis. The study was conducted over a limited period of the autumn of 2013.

The purpose of this essay was to look at how the Swedish Prison and Probation Service and the Social Service work with children who have parents in prison and what they can do to ease the contact between the children and their parents. In our study we have used different questions regarding parent role, gender, child perspective, contact possibilities and collaboration. We have interviewed six prison officers and five social workers in Skåne. We have also used previously written reports. Our conclusions are that the parent role is affected by imprisonment and more amongst the women than the men.

Syfte: Mitt val av ämne härstammar från egna reflektioner och erfarenheter av att bo och leva i USA ett antal år. Jag har successivt insett att det är större skillnad mellan våra kulturer än vad jag hade förväntat mig. Med tre barn i skolan är kontaktytan mot utbildning stor och det går inte att undvika att göra jämförelser. Ämnet för uppsatsen landade i en jämförelse av serviceerbjudanden med skola och omsorg som tillämpningsområde. Syftet med uppsatsen är att med marknadsföring och service management som teoretisk bas beskriva och analysera serviceerbjudandet gentemot barnfamiljer i Virginia och Sverige.

AbstractThe intention of our study was to examine the meaning of home of elderly women and men and how they experience their getting older. We also wanted to see how elderly women and men experience to receive home-help-service in their own home. The study was based on qualitative interviews with elderly women and men. The informants were five women and four men between the ages of 60-84 years. They all had everyday help from the home-help-service.

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.

This master's thesis examines the possibilities of correction and change in a classification scheme, with regard to the changes that occur in the world the classification system intends to describe.Applying a comparative method and classification theory, the classification of the example of the former Yugoslavia (1918-1941, 1945-1991), its republics and successor states, and the languages, formerly known as Serbo-Croatian are examined through a comparison of the main classes and divisions of language, geography, and history, in Dewey Decimal Classification (DDC), and Klassifikationssystem för svenska bibliotek [Classification for Swedish Libraries] (SAB). Eight editions of DDC, from 1876 to 2014, are compared to seven editions of SAB, from 1921 to 2013. The editions have been selected in order to show the changes prior to, and following, the First World War, changes after the Second World War, and changes following the collapse of Yugoslavia in 1991.The examination shows that both systems have updated their editions according to the changes in former Yugoslavia over the years. DDC has well constructed facet schedules, especially Table 2 concerning geography, but fails, in some cases, to construct a logic and hierarchical structure for the republics and languages of Yugoslavia, partly due to the fixed classes and divisions that survive from the very first edition of DDC from 1876, but also as a result of the decimal notation, and its limitations, itself.SAB seeks to construct a hierarchically logic and equal scheme for the languages, areas, and states of the former Yugoslavia. Although the facets for geography and chronology aren't as developed as the ones in DDC, the overall result is that of a logically consistent and hierarchically clear classification, with short notation codes, thanks to the alphabetic mixed notation, which allows more subdivisions than the numerals and the pure notation of DDC.This study is a two years master's thesis in Archive, Library and Museum studies..

People play games now more than ever before. While the digital gaming industry dominates the market, boardgaming has been living in its shadow. Board games offer a physical tangibility and a social experience that can be found in few digital games. How do we create a tool that further builds upon those strengths? The purpose of this study is to examine the possibility of developing a service that consists of an mobile application and board game events to promote social face-to-face interaction. Focus has been on the social face-to-face interaction in the context of a board game session.

In the aftermath of three high-profile honor killings the social service administrators became strongly criticized for their lack of skills and knowledge when it comes to dealing with honorrelated cases. In order to fix this lack of knowledge and to respond to the criticism from the society, the Swedish government allocated resources to train administrators in social services to improve their knowledge of honor-related violence and know how to handle clients who are victims of honor-related crimes.The aim of this study is to examine how social service administrators perceive their professional knowledge regarding to their work in honor-related cases. How they perceive their competence and discretion in relation to the work of honor-related problems and their perception of what resources the organization has to provide training and skill development in this area. The study shows that the social service administrators experience that there has been a development of knowledge in some areas regarding their work with honor-related cases but that there still exists an uneven distribution in terms of knowledge between small and large communities in Sweden..

The division of Engineering Materials at Linköping University, department of Management and Engineering, conducted a research project concerning Fatigue life of thermal barrier coatings during 2009. During this project equipment to provoke these fatigue failure by rapidly heating and cooling test subjects in cycles, was ordered.Design and manufacturing of the equipment was handled internally at LIU.The equipment was built using a furnace that is lowered and raised over the table where the test subject is placed. To keep the temperature of the furnace a lid slides in place to close the downward facing opening of the furnace when it is in the raised position. On this door there is nozzle that is used to cooling of the test subject by air.To make sure that the equipment can work independently you need an automation controller that can evaluate if movement can occur without danger of collisions. The control system also needs to monitor that all elements are performed according to plan.This degree project is based on a modular system from OPTO 22 and includes the configuration of a PLC that will be supplied with logic and a user interface.The degree project resulted in a graphic interface in which a user can set desired values for different parameters and get information about current values for them.

Under inledningen av 1990-talet började bemanningsbranschen att växa kraftigt. Anledningentill detta är att marknaden för personaluthyrning öppnades upp och det blev tillåtet för privataföretag att bedriva personaluthyrning med vinstdrivande intresse. Förutom personaluthyrninggenomför också bemanningsföretagen rekryteringar åt andra företag. Det har skett enövergång från ett produktsamhälle till ett tjänsteinriktat samhälle där tjänstemarknadsföringenhar fått en allt större roll. Eftersom det under de senaste åren blivit allt hårdare konkurrens ibemanningsbranschen är det viktigt att veta varför kunderna väljer att anlita ettbemanningsföretag.Syftet med studien är att undersöka vilket värde som uppstår och uppfattas av kunden(företagen) när de anlitar en bemanningsfirma samt om detta värde kan variera mellanföretagen.

Vi lever i ett mångfaldssamhälle där alla medborgare ska ha rätt till lika service från förvaltningen. När förvaltningen utformar sin lagstadgade serviceskyldighet måste man beakta mångfalden som ska genomsyra hela verksamheten. Men frågan är om det skett en anpassning för invandrare för att servicen ska omfatta denna grupp ? vilket vi undersöker. Kan man i anpassningen se att demokrativärden fått stå tillbaka för ekonomiska värden?I en normativ och empirisk studie undersöker vi vilka anpassningar förvaltningen, specifikt Försäkringskassan, gjort för att möta invandrare.

The Swedish National Labour Market Administration wishes to acquire further knowledge about how the evaluation process of vocational rehabilitation at the employment service operates as a part of the quality assurance of this activity. The primary task for vocational rehabilitation at the employment service is to investigate the work capacity of unemployed people, to give them increased knowledge and better understanding of their own capacity concerning work or education. The aim of this study was to survey the evaluation process of vocational rehabilitation at the employment service in Sweden. Data were collected through telephone interviews with 15 occupational therapists employed at the employment service, who were working with vocational rehabilitation. The result shows that the investigation of work capacity can take place in different environments and that the space of time for an investigation can vary.