För att dagens system och deras allt mer komplexa applikationer ska kunna integreras medvarandra krävs det att de kommunicerar via tjänster. Denna tjänsteorienterade integrationuppnås genom att man använder sig av Service Oriented Architecture (SOA) som bygger pålöst kopplade tjänster som kommunicerar med varandra på ett standardiserat sätt. En viktigdel i en integrationslösning är Enterprise Service Bus (ESB). I denna rapport kommer viförklara grunderna i tjänsteorienterad integration och sedan fördjupa oss i ESB. Då ESB är ettluddigt begrepp ska vi på ett enkelt och lättbegripligt sätt ge vår syn på begreppet, samt dessfördelar och nackdelar.

Denna uppsats kretsar kring två företags återhämtningsarbete vid uppkomsten av respektive skandal. Vidare skapas en djupare förståelse för teorin Service Recovery's betydelse och användning i praktiken. De två fallen där skandaler inträffat är grundade dels i ICA:s köttfärsskandal och dels i IKEA:s fjäderplockningsskandal. Uppsatsen har en deduktiv ansats vilket innebär att uppsatsen utgår från befintliga teorier som sedan testas med det insamlade empiriska materialet. Den teoretiska referensramen innefattar främst Grönroos teorier kring Service Recovery och kompletteras med teorier så som Service Recovery Paradox, kundförväntningar, sociala medier och immateriell påverkan.Uppsatsens forskningsfrågor besvaras främst med hjälp av en fallstudie med två företagsanalyser samt med en enkätundersökning. Studien är av både kvalitativ och kvantitativ karaktär där kvalitativ data samlats in via en e-mail intervju med Ylva Magnusson vid IKEA, och kvantitativt via en enkätundersökning.Uppsatsen har resulterat i kännedom om hur de två företagen arbetat med att återfå kundförtroende.

This thesis studies public service social workers' opinions regarding their ability to act with moral courage as loyalty conflicts occur. The purpose of the thesis is to describe the social workers' experiences of their possibilities to stand up for what they believe in. We made qualitative interviews with five social workers in Stockholm. In an effort to pinpoint their experiences we asked them questions about what they want but cannot do and what is stop-ping them, what they do not want to do and why, aswell as what the possible solutions would be as loyalty conflicts occur. We were able to identify five different opinions on the organisa-tional cultures and how the employees' experience the extent of their actions.

The purpose of this essay was to examine the different aspects of motivational work with active heroin-using clients from a social workers point of view. The further purpose of this essay is to also examine what the advancements and discouraging factors in such a motivational work might be. To attain this purpose we focused on these following questions:What might motivational work with active heroin-using clients look like?According to the social worker, what factors constitutes for a beneficial progress in the engagement of motivational work with active heroin-using clients?According to the social worker, what constitutes for discouraging factors in the engagement of motivational work with active heroin-using clients?We chose to do a qualitative study by conducting separate interviews with six social workers working in a social services agency, all of whom are working with drug-addicted adults. We then analyzed the answers by using an abductive research strategy, testing the collected empirical data against our chosen theoretical perspectives.

This is a study on the electronic reference work of some Swedish university and university college libraries. The purpose of the study has been to find out how the service works at the different libraries, to study the electronic reference interview and to find what is important when you start a new electronic reference service in the light of Brenda Dervin's sense-making theory study. Furthermore, we examine the aims of the electronic services offered and the differences between electronic and traditional reference interviews. In the background to the study we place electronic reference services in a context by describing the role of information technology and electronic mail in the libraries. The electronic reference interview is studied with the help of literature on the traditional reference interview.

Author: Cajsa VallinderTitle: Double exposed - A qualitative study of professional?s opinion about effort and needs of effort for abused women with substance abuse in Kalmar.Supervisor: Svante ForsbergAssessor: Ulf Drugge Women with substance abuse are more likely to be exposed to violence. Despite this, they are having a hard time to get help and support from social service. The purpose of this study is to analyze how professionals express their experience about efforts and needs of efforts for abused women with substance abuse problems. Questions:1. How do professional´s in Kalmar think about the efforts for abused women with substance abuse problems?2.

Social insatsgrupp är en strukturerad samverkan mellan i första hand polis, socialtjänst och skola med målen att förhindra nyrekrytering av ungdomar till kriminella grupperingar samt att underlätta avhopp från kriminella grupperingar. I examensarbetet har jag undersökt vad begreppetunga i riskzonen innebär för professionella från polis och socialtjänst i social insatsgrupp i Södertälje kommun. Södertälje kommun är en av de tolv kommuner där Rikspolisstyrelsen inrättat pilotverksamheten social insatsgrupp på uppdrag av regeringen. Syftet med studien är att undersöka hur representanter från myndigheterna polisen och socialtjänsten i samverkansprojektet social insatsgrupp i Södertälje kommun definierar unga i riskzonen. Detta med målet att försöka förstå vilka ungdomar som blir selekterade att ingå i projektet..

This paper describes the development of direct and indirect service at the former Gothen­burg city library. This was during this period of time not the public library of the town, but a scientific library mostly serving the college, although also open to the public. Furthermore the services offered in Gothenburg are compared with those of the two old Swedish university libraries in Uppsala and Lund. The investigated direct serviceforms are "making material available", "guidance", and "localities". The indirect service areas are "the catalogue" and "the personnel and their competence".The conclusion is that the differences weren't that big and that Gothenburg city library was a modern library providing about the same services as you could find in Uppsala and Lund.

On three occasions, in 1973, 1993 and 2005, Swedish parliament and government has resolved to integrate the, previously independent, foreign offices beloning to the Swedish International Development Cooperation Agency (Sida) with the Swedish embassies. The implemenation of the integrationreform has however been a lengthy process. This thesis adresses two main issues: how has the integrationreform been able to remain a viable recipe for organizational change over time and why has the integrationprocess taken so long? Lastly I assess the possibility for effective implementation following the decision 2005.Based on New Institutionalism I conducted an historical analysis of the integrationprocess to explore the conditions for reform. My results indicate that the integrationreform primarly suited the interests of the Ministry for Foreign Affairs, making the Foreign Serivce more effective and clarifying the Ministry's responsibilty for Swedish development cooperation policy.

The purpose of this essay is to develop marketing strategies, from a service management perspective, for camping?s interested in the German tourist as a new target audience. This essay focus upon extending the season for camping grounds on Öland, Sweden. To extend the season we recommend the camping grounds to target a new audience - the German tourist..

This report describes the initial work intended for updating the car sharing service Roadmate. Roadmate is one of the services received by the car rental company Hertz First Rent a Car. The goal was to present the client with design- and structure proposals for a car sharing service that includes high usability and at the same time remains aesthetically pleasing.The work is based on an initial study with data collection, mapping the target user group and its needs. Subsequent structural and design proposals for Roadmates company carpooling service are based on the facts surrounding the target group's needs. The result are well developed and tested design sketches with accompanying visual identity and sitemaps that can be the basis for the further work on the development of the service..

The post-modern western city is going through two central changes in the organization of paid labour. One is the switch from production of goods to production of services, and the other is the increasing rift between well-paid labour with permanent jobs, and temporarily employed workers with low wages. Both of these processes are rasified and gendered, and strike harder against women, young persons and people of emigrant background. The flexible capitalism creates an informalization of the economy, breaking with earlier regulations of the labour markets, in which workers also need to find informal strategies in their individual and collective struggles. In this paper, I search for these ?new? experiences of living and working in late capitalist society, by doing open interviews with three women of Latin-American origin, working without official permission (without documents) in the informal economy of Stockholm.

The purpose of this study has been to find out how service companies work to increase the value of their trademark. A case study with personal interviews was chosen as data collection method and as case study object a service company was chosen. The result of the study shows that service companies strategically work with increasing the value of their trademark. To achieve this, agreement between the company product and the image of the trademark is required..

The overall purpose of this essay was to provide a better understanding of the importance of discretion for social workers in direct social services. To answer the purpose three questions were formulated: (1) How do social workers define and describe their discretion and their ability to independently accomplish their work? (2) How do social workers experience that workplace organization, policies and economic conditions interact with their discretion and (3) How do social workers experience that the interaction with the client can affect how they use their discretion in the individual case? The method used was qualitative interviews. The theoretical framework was Michael Lipskys (1980) Street-level bureaucracy and the four themes organization, professional role, skills and interaction.The results showed that the respondents, although they did not consider themselves to be affected by the economy still adapted to budget restrictions when they said that they were cost conscious in their work. This adjustment to budget framework could possibly be what made them not feel limited in their work.

The progress in the field of technology is often described as massive and its development has had a great impact on the social development (Vetenskapsrådet, 2012). As a result of the digital evolution, there has been a change in the way customer and company interact (Normann, 2011). The traditional way for players to interact with each other required an interaction human to human (ibid), a mode of interaction that now can be replaced or supplemented by todays technology and often Internet-based solutions (Salomonson et al., 2013). These technological solutions, the technical interaction, are often referred to as self-service systems. These systems enables the customer to carry out the tasks previously performed by the company (Hilton and Hughes, 2013).