As IT service departments in organisations are becoming more complex and customised, the indirect costs are increasing in relation to the total costs. The difficulty of fully estimating and identifying the spread of the cost in the IT service department is increasing. As a result, firms tend to budget the business unit as a total cost rather than as a spread of defined costs. In order to deal with this challenge an ABC calculation will be applied. The Time Driven ABC model will be conducted in OMX´s Servicedesk unit within the IT services.

Utvecklingen inom informationsteknologi (IT)-området har gjort det möjligt för företag att distribuera tjänster och mjukvara via webben, enligt affärsmodellen Software as a Servie (SaaS). Det har dessutom visat sig att det finns ytterligare vinst att göra för såväl konsumenter som leverantörer av dessa verktyg om de kan distribueras utan omfattande implementeringsaktiviteter och utbildning. Därför vill man uppnå en hög grad av self-service i applikationerna.Affärsprocessföretaget Barium AB har uppmärksammat denna potential hos SaaS-produkterna och hyser en önskan att implementera self-servicetänket i deras produkt ?Barium Live!?. Då den forskning som finns rörande design av self-serviceprodukter i huvudsak handlar om enkla system av kiosk- och automattyp har de tagit initiativ till detta arbete för att reda ut vilka designimplikationer self-serviceaspekten har för mer komplexa applikationer.

This degree project was conducted in collaboration with Husqvarna AB, the headquartersof which are located in Jönköping. The aim was to further develop the filler cap found onmore or less the whole of the company?s range of chain saws, in order to make it moreuser friendly.The present filler cap is not easy to open and close, especially when wearing gloves, andunder difficult conditions, which creates problems and prolongs filling time.On the basis of market surveys, different prototypes and tests, we have created anergonomically improved cap of a new shape, which can be moved in the axial direction,thus making filling easier..

The aim of this study is to create an increased understanding of shared leadership and how it takes shape in the relationship between first-line managers in human service organizations. Shared leadership is seen as a complement to the traditional one-man leadership and briefly means that two managers share the role that usually is held by a single leader. The study has a qualitative approach based on semi-structured interviews with managers in human service organizations. The interviews mention the mangers thoughts and experiences about shared leadership and gain approval in the hermeneutic science field. The study is analyzed based on symbolic interactionism where perspectives from the theoreticians Mead and Goffman are used.

Allt större och större andel företag väljer att presentera och förmedla varor och tjänster via e-handel. En viktig aspekt vid e-handel är att kunden känner förtroende för e-handelsapplikationen och företaget. Denna rapport redogör för vilken inverkan multimediala inslag har för förtroendet av en e-handelsapplikation, vid initialt användande. En undersökning har genomförts med hjälp av en kooperativ utvärdering av fyra e-handelsapplikationer vilka innehåller olika typer av multimediala inslag har.Resultatet av undersökningen visar att multimediala inslag inverkar positivt på förtroendet för e-handelsapplikationer. Däremot finns indikationer på att för hög grad av multimedialt inslag inverkar negativt på förtroendet för e-handelsapplikationer..

Sweden is a country that has made some progress in developing energy efficient solutions. The problem in Sweden is that many houses and apartment buildings are old and have inefficient ventilation- and heating systems. This energy is lost when systems are inefficient, which then results in huge economic costs. Luckily, more and more people are becoming aware of this, which means that Sweden is on track to become even better within energy efficiency.Energy use for the housing- and service sector amounts to 166 TWh of total use at 616 TWh. Without distribution and conversion losses, these figures show that the housing- and service sector accounts for almost 40 % of the country's total energy consumption.

I ett kortbetalningssystem såsom Visa International Service Association (Visa) finns det fem stycken tongivande parter: kortinlösaren; kortutgivaren; kortinnehavaren; säljföretaget och Payment Service Provider (PSP). Ett säljföretag som låter sina kunder betala för varor och tjänster på sin webbplats skickar kundernas kortnummer krypterat till en PSP som vidarebefodrar dessa till VisaNet som är dataknutpunkten i Visa. VisaNet söker med hjälp utav kortnumret upp den bank som har utgivit kortet och efterfrågar samma bank om en transaktion får ske från kortet. VisaNet får ett svar som vidarebefordras vidare tillbaka till säljföretaget som sedermera även får sina pengar överförda till sitt konto från kundens konto.Uppdragsgivaren till detta examensarbete skall utveckla ett helt eget system och bli sin egen PSP utifall uppdragsgivaren beräknar att mer än 1,3 miljoner stycken kortbetalningar kommer att ske genom uppdragsgivarens kortbetalningssystem per år. När detta examensarbete utfördes uppskattades antalet kortbetalningar per år inte till denna siffra och rapportförfattaren utvecklade därför ett korbetalningssystem med hjälp utav en befintlig PSP.Kortbetalningssystemets kärna är ett API som andra systemutvecklare hos uppdragsgivaren kan anropa.

Recent developments suggest that private and public companies are moving towards a more service-oriented business. Service orientation means that hardware is often sold in packages with service agreements, which makes the investment more difficult to assess. The challenges that arise will be to assess the value of the overall package, the information needed to make informed decisions and the operational requirements in combination of hardware, software, support agreements, training and more. The paper therefore aims to examine how decision makers can evaluate the benefits of these investments and obtain a stronger base to make better decisions. There is within the area of radiology in the region of Västra Götaland a pronounced need for a better flow of information regarding medical equipment and related service agreements.

"Handelsbanken är en av nordens största banker med ett gott rykte och nöjda kunder, vilket studien även visat. Bankens märkesvärde grundar sig på en decentraliserad organisation, där varje kontor ansvarar för kunderna i sitt eget närområde och arbetar aktivt för att ha så nöjda kunder som möjligt. Eftersom varje kund tillhör ett visst kontor skapas ofta en relation till personalen på det kontoret och en känsla av tillhörighet uppnås. Många kunder upplever mindre och mindre av denna relation efter att många bankärenden utförs på internet. Kunder som använder internettjänsten för sina ärenden får fördelen med större kontroll och frihet över sin ekonomi, men för Handelsbankens del innebär det att de förlorar relationen med sina kunder.

The study reported has been conducted in care service guided by the Swedish law LSS( LSS- act concerning support and service for the disabled). The aim of this study is to examine the experiences of the personnel who have attended the Taktipro introductory course with special focus on how they describe the possible effects this may have had on their daily attendance to their special needs users.The method used is a qualitative method of enquiry, based on interview questions sent by mail to all the participants of the Taktipro introductory course. The result shows that the personnel have a positive view on skills in progress and that this program has facilitated the contact between personnel and their special needs users. An awareness about the importance of physical contact has also been revealed as well as an awareness of their own impact on situations at work. The result also indicates that the personnel feel that they have been able to improve the well being for the special needs users. .

Companies acquiring ERP systems are often dissatisfied with the project and therefore consultancy firms wish to make use of project models in order to achieve success in implementations. Since research on ERP implementations in service companies is limited, there is a need for mapping of critical activities in implementation projects in this line of business. Under these premises, the purpose of our master thesis is to develop a model for implementation of ERP systems, specified in activities, which can be used by mid-sized consultancy firms with mid-sized qualified service companies as customers.A literature study including project models, modern models and methodologies for ERP implementation, commonly existent activities, success factors and system development methods was carried out. Starting out with this, a theoretical model for ERP implementation was generated. In excess of this, a case study was conducted, where the implementation of the ERP system Microsoft Dynamics AX at the service company Eurostep, performed by the consultancy firm Medius, was studied.

Studiens bakgrund är en förändrad samhällskontext där Svenska kyrkan har möjlighet att omdefiniera fokus för sin verksamhet. I ett sådant reflektionsarbete kan den lokala församlingens organisationsidentitet, exempelvis i termer av ?folkkyrka?, vara en drivkraft för förnyelsearbete. Bakgrunden beskriver utvecklingsprojektet ?Aktör för välfärd? samt tidigare forskning på området.

To regularly remove woody vegetation along the roadside of forest roads is an important part of the road maintenance, since the vegetation binds moisture in the road side and, thus, the removal makes the road drying faster with results in improved bearing capacity. Vegetation removal also makes it easier to upgrade the road by material recycling from the ditch and, moreover, the visibility along the road is maintained.The aim of the study was to evaluate what type of chain flail is the best and most cost-effective for removal of different kind of woody vegetation along forest roadsides.Time studies were made on two chain flails when removing woody vegetation in three different classes; easy-, middle- and heavy shrub removal. The studied flails were one light and rather simple flail named Optimal M160 and a heavier and more advanced flail named Slagkraft H210. The removal was made according to Holmen Skogs? specification and the quality of the cleaning was measured by objective belt inventory.The productivity was higher with the heavy flail within all cleaning classes.

AbstractTitle:Behovet av kundorientering i fastighetsföretag, finns det?Author:Joel Nilsson ErlemanTutor:Agneta SundströmPurpose:Thru a quality point of view, examine and analyze how Akelius AB customer orientatesthem self in an area such as Brandbergen, were the demand is larger then the supply.Method:Through a qualitative research approach with an inductive and a hermeneutic orientation thestudy approaches Akelius AB and the company?s costumer orientation thru several interviews and asurvey. The gathered data?s purpose is to answer research questions to investigate how costumerorientations function and to how to implement it in real estate companies.Theory:The theory explains the meaning of customer orientation and its use in real estate companies.The theoretical discussion is based on a five-gap model, which is used to analyze the service quality inAkelius AB and to analyze the relation to their costumers.Empire:The findings show how Akelius experience costumer orientation in Brandbergen and thecostumer?s perception of Akelius AB service quality.Analysis:Compares the theory and the empirical data to see the service quality thru using the GapModel.Conclusion:Akelius AB satisfy their customer?s need in what could be expected of them. In thesituation with increased demand and lower supply Akelius AB have the possibility to offer theircostumers a much lower quality than the costumers usually wants and expect.

Shopping for groceries often means that, as consumers, we travel to the grocery store ourselves, by ear, bike or on foot. At the store we pick out the groceries that we want, go the register and pay for them. During the last couple of years consumers in Sweden have been given the opportunity to let someone else select and transport the groceries to their home instead, so called home shopping. As this report is being written, the possibility to buy groceries this way is somewhat limited, but many forecasters believe that in the near future it will increase immensely. Because of the large volumes of groceries that are being transported, there is great transport work being done in the supply chain.