To be able to maintain an adequate ITservice for various users and needs,more municipalities are looking at thepossibility for mergers of local ITdepartments. One solution for mergingmultiple services/functions and creatingsynergy opportunities is called SharedService Center (SSC). The concept of SSCis that the administrative serviceitself becomes a core activity withinthe organization. The aim of this thesisis to provide municipalities who areconsidering a merging of their local ITdepartments with recommendations on howto design the Shared IT Service Center.Recommendations are outlined based on ananalysis of IT-management literature,reports and by conducting a study onthree ongoing collaborations.The conclusions drawn from the studysuggest guidelines for the design of aShared IT Service Center formunicipalities. These are as following:Create a vision associated with aspecific and structured target state.Identify needs for different targetgroups in municipalities and set acommon standard.Create a clear and practical model/SLAappearance of the cooperation andagreement.Ensure the individual municipalitiescommissioning skills in order to notlose it in the context of a common IToperation.Find an organization that is democraticfor member municipalities andfacilitates long-term partnership.Specify the operation and maintenance sothat it can be regulated and controlledEstablish a common help desk.Establish a common standard andconsolidated infrastructure before theintroduction of a common technology platform..

The postindustrial market increasingly demands service infused products to add more value to the customer in order to be competitive. Much research regarding digitalized services indicates that companies have to be innovative in order to compete on the market. However, companies within different industries face different challenges with digital service development. This study has been conducted because there are little known about the opportunities and the challenges different industries faces with a globalized market. Our research question is what the challenges are and what opportunities does strategic digital service development entails for companies.

AbstractThe purpose of this essay is to study in what way teachers in preschool work with pupils enabling them to gain influence and involvement in their learning.Influence means being able to make your voice heard which is an important component of a democratic society. Involvement is about being part of a community in which everyone is welcomed regardless of beliefs and opinions. Several of today's researchers believe that learning occurs in interaction between people. Teachers providing meaningful assignments to pupils, they become more motivated to learn.The study is based on observations of how teachers work with influence and involvement in controlled sessions, and interpretations of them. My results show that children become involved in their learning when they are confronted with a variety of pedagogical approaches to learning.

Uppsatsen handlar om hur företag hanterar missnöjda kunder, vilket i teorin benämns service recovery. Uppsatsen behandlar ett företag som sedan mindre än ett år tillbaka är en sammanslagning av fyra olika varumärken. Syftet med uppsatsen är att kartlägga hur fallföretaget hanterar missnöjda kunder samt att undersöka möjligheter till förbättringar. Uppsatsen bygger på teorier om service recovery skrivna av Grönroos, Bowen, Hart, Spreng och Best. Avsikten med uppsatsen är att skriva en plan för hur företaget kan förbättra sitt hanterande av missnöjda kunder.

Titel: Något alla vill ha? ? En kvalitativ analys av berättandet om begreppet public service Författare: Kaj Sveningson Kurs: MK1500, Examensarbete i medie-­? och kommunikationsvetenskap vid institutionen för journalistik, medier och kommunikation vid Göteborgs universitet. Termin: Höstterminen 2012 Handledare: Marie Grusell Sidantal: 52 Syfte: Att analysera hur man i ett antal artiklar i svenska tidningar berättar om och beskriver begreppet ?public service?. Metod: Kvalitativa textanalyser Material: Tio (10) artiklar hämtade ur Borås Tidning, Dagens Industri, Dagens Nyheter, Dala-­?Demokraten, Göteborgs-­?Posten, Metro, Resumé samt Svenska Dagbladet.

Abstract The purpose of this study was to find out how leisure educator´s reason about children?s learning and development, and their view of their own role in the process. Four leisure educators were interviewed to answer these questions. The study is based on qualitative interviews, wich means that the interviewer must interpret and understand what the respondents want to say. This is to get a deeper knowledge of the subject. The results show that the leisure educators believe they have a large and important role in children's development and learning.

Customer service has traditionally consisted of telephone, mail, and later on chat.But the entry of social media has changed the way companies exercise customerservice. Companies should ask themselves whether the same type of traditionalcommunication may or may not function in a new channel and thus whether itcan be applied to social media.The purpose of this study is to describe the companies? use of customer servicein social media and how the communication differentiates from thecommunication in traditional customer service, and also to define the effect onthe customers? relationship to the company. To reach our conclusions we havecombined theoretical references with qualitative interviews.By our analysis, we found that the communication in social media expandsthe possibilities. By entering an unfamiliar channel, customer service has hadto adapt themselves and their language.

Studien undersöker om och i så fall hur lärare i matematik ändrar sin undervisning efter att de deltagit i en kompetensutveckling i form av tre Learning studies. Lärares användning av exempel i undervisning samt skillnader i vad som görs möjligt att lära studeras. Data består av totalt fyra lektioner där två lärare undervisar två lektioner var. En lektion före respektive efter att de deltagit i Learning studies videoinspelades. Variationsteorin är teoretiskt ramverk i studien.

Den här fallstudien syftar till öka kunskapen om hur Stena Line kan förbättra service genom lärandet från en e-learning utbildning samt om personalen har ett behov av uppföljning, och i så fall hur den ska utformas. Vi ville även öka vår kunskap om hur Stena Line kan förändra de anställdas beteenden med hjälp av e-learning och vilka förutsättningar som krävs för att personalen ska bli motiverade till att förändra sitt beteende.Fallstudien har genomförts genom metodkombination. Tillvägagångssättet har varit att inledningsvis dela ut en enkät, kvantitativ metod, för att skapa oss en uppfattning om arbetsplatsen. Därefter genomfördes semistrukturerade person-, och gruppintervjuer med ett strategiskt urval, kvalitativ metod, med en intervjuguide som utformats med hänsyn tagen till enkätens resultat. Det kvalitativa tillvägagångssättet har varit vår huvudsakliga metod.Vi har kommit fram till att hur utbildningen presenteras är viktigt för hur den mottas hos anställda, vilket i sin tur påverkar resultatet av utbildningen.

Titel Livsstilsboenden - Processen kring att kombinera livsstil, service och boende Författare Elisa De Toro, Helene Tigerström & Liv Åström Handledare Cecilia Fredriksson & Örjan Hallgren Problem Det finns en stor mängd forskning inom områdena service, boende och livsstil. Dock ser vi att det saknas forskning kring hur dessa kan kombineras och hur processen kring detta ser ut. Syfte Syftet med denna rapport är att få en fördjupad förståelse kring utvecklingsprocessen för ett projektutvecklingsbolag inom boende, vilket vill skapa förutsättningar för att använda service som en del i ett boendekoncept kring en viss livsstil. Metod Vi har tillämpat en deduktiv samt kvalitativ metod för insamlandet av vår empiri. Vi har använt oss av ett fallstudieobjekt, livsstilsboendet Victoria Park, där vi har gjort åtta intervjuer.

This Bachelor ?s thesis is about the conversations and meetings that take place in the mobile library. The research questions will try to answer: What do the staff talk about with each other, what conversations do the staff engage in with their users and what do the users talk about amongst themselves? The thesis main question is trying to answer of what is characteristic for the mobile library ?s conversations and meetings. Is the mobile library as a meetingplace any different in comparison with the city library? Focus lies on the eveningtours of the mobile library and excludes those tours that service schools and learning-centers.

To read and understand are essential competences for everyone in our society; at the same time reading comprehension among Swedish pupils is on the decline. The Swedish school must therefore try to improve their instructions to increase the students' reading comprehension. The aim of the study was to describe how three reading comprehension strategies, if possible, could improve the reading comprehension for the students, including children with learning disabilities, when reading texts of natural science in a third-grade class. The three strategies that were introduced were: to activate prior knowledge, to structure information and to record contents. The questions of the study were: How are the three strategies introduced in the classroom? Can the children with learning disabilities see any benefits for their reading comprehension when working with the strategies? How do the children with learning disabilities experience working with the strategies? Can the teacher see any benefits when working with the strategies? Is it possible to see any differences among the students' results, before and after completed intervention? Method: The results have been collected through observations and qualitative interviews, which make this a qualitative study.

Learning words have shown to be a very crucial part of learning a second language and the one most important factor to make pupils with Swedish as a second language succeed in school. To make sure that all pupils get the right conditions to learn from all subjects and their entire content a wide vocabulary is necessary. Even so it is found that there are shortcomings regarding this kind of teaching in Swedish schools.Through interviews and observations of two teachers that teach pupils with Swedish as a second language, and also with a short reading test for the pupils, the possible strategies that these teachers use for learning words have been studied. The result shows that the teachers are using several strategies and that they are actively working with transmitting these to the pupils, but there are some areas that need developing..

The purpose of this study has been to compare the present with the future syllabus of mathematics. With a text analytical approach has questions about how the structure is different, how the look at knowledge has changed and which learning theory that characterizes the two syllabus been answered. As a theoretical framework I adopt three different learning theories, behaviourism, cognitivism and the socio-cultural perspective. The pervious research I have looked at is the concept of knowledge an the underlying theories to previous curriculum. During the increase results in the greatest difference seen in the structure.

Abstract The purpose of this study was to find out how leisure educator´s reason about children?s learning and development, and their view of their own role in the process. Four leisure educators were interviewed to answer these questions. The study is based on qualitative interviews, wich means that the interviewer must interpret and understand what the respondents want to say. This is to get a deeper knowledge of the subject. The results show that the leisure educators believe they have a large and important role in children's development and learning.