The purpose of this thesis is to evaluate whether or not tattoos have an impact on perceived customer satisfaction. We constructed an experiment where a service worker's physical appearance was manipulated. Our result indicates no significant impact of tattoos on customer satisfaction. However, the thesis succeeds to replicate previous findings on the links between physical attractiveness, attitude and customer satisfaction, and creates a ground for further discussion on the subject of tattoos in a professional environment..

This paper exemplifies how the physical environment affects clients? experienced service quality and how companies work with the physical environment. In the empiric study, we conducted a case study and studied two hairdressing saloons. The study showed a connection between physical environment and experienced service quality in the business of hairdressing. Owners of hairdressing saloons perceive that a combination of the personal meeting and the physical environment influence the clients? general impression and their experience of quality.

This master's thesis focuses on the development of a strategy for aninformation service in the area of digitization of cultural heritage andresearch, with a web based platform as implementation of the strategy. Viathe platform, digital collections and research are presented and shared.Services around the platform are provided. Support activities comprise thewhole chain of digitization, from digitization to archival of the digitizedobjects. The information service aims for a new approach to combine ICT andestablished research; research and industrial practice were combined andcooperation of participants from various backgrounds was enabled. Thestrategy and organization of such information service was described using a?quality management system?, standard ISO 9001.

This study discloses Swedish human service organizations and their methods of integrating unaccompanied children into the Swedish society. The purpose of the study is to investigate how social workers at HVB-homes for unaccompanied children depict their experience in and knowledge of how the unaccompanied children are integrated into Swedish society. The method of investigating the questions raised by the purpose of this thesis has been qualitative analysis of answers derived from interviewing personnel at HVB-homes for unaccompanied children. In doing so we have made use of a semi-structured method of interviewing the above-mentioned personnel. The data derived from these interviews has thereafter been analysed and filtered through the concept of integration and the theoretical formations human service organizations and street-level bureaucrats.

In the mid-1990?s, the global computer network known as the Internet was introduced in Sweden. With this study, we are shining a light on the entrance of Swedish Public Service media on the Internet. The two major Swedish Public Service companies Sveriges Television (?Swedish Television?, also called SVT) and Sveriges Radio (?Swedish Radio?, also called SR) are included in this study.SR published its first website in 1994 and the site featured a presentation of the results from the Swedish parliament elections of that year.

The public sector in Sweden outsources its core business to a very large extent, whileinsisting on running its IT operations internally in a traditional way. IT as a service ingeneral and cloud computing in particular has become incredibly popular in recentyears, offering cost efficiency and greater ability for the business to concentrate on itscore activities, which is why it should be a promising alternative to the traditional wayof running IT internally. To achieve an understanding of why IT as a service has yetto take off in the public sector, a study of its use of IT/IS, what the effect of IT as aservice is, and the opportunities and challenges that cloud computing represents, isnecessary.The study, which was conducted using a qualitative hermeneutic approach, was initiatedby a literature review, followed by six in-depth interviews with five respondents,all of which hold many years of experience in the area. The outcome of the interviewsindicated that IT as a service should represent a promising and feasible way of reachinghigher levels of cost control, and a greater focus on core activities. Furthermore,the results indicated that Swedish legislation along with a high level of businesscomplexitymight be reasons for the low amount of IT as a service in the public sector.Through careful analysis and examination of the business? current situation, as well ascomprehensive knowledge of Swedish legislation with regards to the implications ofLagen om offentlig upphandling, the public sector can avoid IT as a service becomingmore expensive and more complicated than necessary, and achieve cost efficiencyalong with a greater focus on its core activities through it.Future research could examine the possibility of a framework for the integration ofcloud services within the public sector?s IT/IS environment, and whether there is aspecific size of a cloud implementation at which it?s more cost efficient to go withtraditional IT operations..

This Masters thesis is concerned with the complex planning process of setting up a citizen bureau in a public library. The aim is to find out how citizen bureaux are designed and to suggest a simplified model of strategic planning. The planning process is studied from a business perspective in the library context, and this perspective is also used to study citizen bureaux and their written plans elsewhere. A combination of qualitative methods are used: observations, focus group discussions and interviews. Observations in the public library showed a great need for an environmental analysis as well as structure to the planning process.

The aim with the study is to find key factors relating to internal marketing and to improve the process between the operating organization and its customers. A qualitative study is carried out within an organization active in the Swedish healthcare. The qualitative approach is carried out by collecting empirical data through observations, personal interviews and group interviews.The Physiotherapy Clinic at the Karolinska University Hospital is in the focus of the empirical study. The study locates existing differences in perceptions and comes up with recommendations for actions to improve the process of organisations within the Swedish healthcare and their customers. The study's results are that internal marketing can bring a lot to service-selling organizations and that the organizations internal conditions are as important as the external ones.Communication appears to be a key factor for an organization that has applied internal marketing.

The purpose of this study is from a case study develop a model that aims to cost effectively improve productivity in a manufacturing production process. The study highlights the importance of having knowledge about customer needs and using a holistic process perspective when improving productivity to identify the relations between the process stations and by this find problems that cause waste and losses in productivity. Tools and methods used to make production more efficient such as single minute exchange of die, spaghetti diagram, 5s and master production schedule is presented an applied in the model to see how these effect costs, productivity etc.Maintenance effects on quality and productivity in a manufacturing company will as well be covered in this thesis. The results and conclusions finally reveals how the process improvement tools, maintenance and production planning for example effects each other and why it is important to establish an attitude in the company where continuous process improvement should be emphasized..

Syftet med denna uppsats är att granska hur ett företags arbete överensstämmer med lean service samt ge förslag på hur verksamheten kan förändras för att bättre arbeta enligt lean. Detta görs inom ett begränsat område av företagets serviceverksamhet, hantering och rutiner av nycklar. Studien utförs i ett företag i hiss och rulltrappsbranschen som arbetar med allt från tillverkning och montering till underhåll.Arbetet utförs genom intervjuer med anställda med god spridning av befattning och arbetsuppgifter och observationsstudier av serviceverksamheten i aktuell organisation samt viss benchmarking med annan verksamhet som upplever samma problem.Studien visar att verksamheten har tillgång till en rad verktyg som enligt många definitioner karaktäriseras som lean, men benämns internt till viss del under andra namn. Vidare kan det konstateras att dessa verktyg och rutiner inte implementerats till serviceverksamheten varför lean inte i dagsläget anses tillämpas. Utav detta kan slutsatsen dras att det inte är tillräckligt att utarbeta och ha lean-verktyg tillgängliga för att lean ska tillämpas.

Information technology (IT) with its enormous capacity involves more and more in our daily activities and public sector is using IT to make their activities more efficient. The government goal with electronic government (e-government) among other things is increasing the availability and service to the public as well as improving the democratic process. Democracy can be strengthened by involving citizens in public decision making process but this goal has not been achieved yet and the development of e-government has mostly been focused on improving efficiency within administration and electronic services (e-services). Promoting the democratic process has been postponed in the development of e-government because of the lack of political commitment and decision. Digital divide is also preventing public sector to promote democracy with the support of IT.

Today, the management concept of lean has stretched far from its origins in the Japanese automobile industry. When reaching the Swedish restaurant industry, the conditions for a successful implementation of lean change as a result of the high employee turnover and the significant amount of part-time employees characteristic for the industry. Combined with a high-end service profile, these workforce characteristics seem inconsistent with some of the basic principles of lean. By conducting a case study, this thesis aims to investigate the effects of a variable workforce on the enablers for a successful implementation of lean in a high-end service industry. Using a theoretical framework consisting of enablers for an implementation of lean in services, the study finds that the variable workforce inhibits an implementation of lean by complicating the effects of traditional training, as well as the possibility of understanding the lean concept at all levels of the organization.

Purpose: The purpose of this study is to investigate the innovation process of companies, and to analyse how important success factors and obstacles are in their innovation process.Method: The investigation strategy used for this essay was to interview companies that work with innovations. The essay has a qualitative approach. Both primary ? in the form of interviews - and secondary data ? literature found in books, scientific articles and internet - have been used to achieve our results.Results: The result of this essay is: there is not just one inovation process that is applicable to all companies. On the other hand, there are some guidelines that could be followed in the process.

Studiens syfte är att undersöka och analysera kompetensbehov inom olika kommunala human service-organisationer, där bland annat socialpedagoger är verksamma i Västerviks kommun. Min studie vill även undersöka inom vilka verksamheter högskoleutbildade socialpedagoger arbetar idag samt vilka kompetenser de har och vilka kompetenser lämpar sig för att arbeta inom human service-organisationer i Västerviks kommun. Denna studie strävar efter att vara ett stöd för att förbereda human service-organisationer i Västerviks kommun inför eventuella utmaningar vid framtida rekrytering av befintlig och ny kompetens. Samtidigt vill jag med min studie stärka kunskapen kring socialpedagoger.Studien består av både en kvantitativ och kvalitativ undersökning. Det empiriska materialet har insamlats via en enkätundersökning och en gruppintervju med personer som har medarbetar- och verksamhetsansvar inom olika human service-organisationer i Västerviks kommun.Resultatet av min studie påvisar att det finns ett kompetensbehov inom human service-organisationer i Västerviks kommun som främst präglas av intellektuella och sociala kompetenser.

In 2005 a public housing company in Uppsala, Sweden introduced the service quarter host. The focus on comfort (life quality in American programmes) is similar to the non-tolerance programmes. The idea of non-tolerance derived from the theory of Broken windows. The purpose is to examine how the service works according to the theories of Broken windows and social control. The aim is also to examine if the manifest and the latent functions are the same in different areas.