What is customer satisfaction and when does it occur? Microsoft?s customers and partners state that product quality is the strongest driver for customer satisfaction. To be able to increase customer satisfaction Microsoft must know how their partners and customers define product quality. This study investigates product quality in general terms but also in the context of the product Microsoft Dynamics CRM in addition to experience from some of Microsoft?s customers and partners.

The thesis work has been carried out at Volvo Aero Corporation (VAC) in Trollhättan. VAC has entered a partnership as developing and producing partner with engine manufacturer Pratt & Whitney and is currently at the starting phase of producing the turbine rear frame (TEC) to the engine PW1000.The purpose of this study was to create a report on process level that describes the conditions and the potential with PW1000 TEC to reach the product cost calculation taking into account lead times and describe alternative method solutions.The report describes a comparison between the present flow (2012), a flow based on product cost calculation (2016) and a potential flow (2016). The work has mainly been based on acquiring the knowledge and information available to inspect the present flow; this has been done by workshop observations, meetings and gathering of the information that is available on the work site for the PW1000 TEC.The information obtained has been merged into an Excel document, called Roadmap. It serves as a roadmap with current situation as the start and the potential flow for 2016 as the goal. With the roadmap as a tool, assumptions have been taken considering the flow and how it will change, where processes have been eliminated, reduced or marked as a problem..

In Scandinavia the general idea of the Bronze Age society is that it was organised as chiefdoms. The model for what they looked like is taken from the anthropological studies of the Polynesian chiefdoms. The aim of my study is to investigate a Scandinavian Bronze Age feature, known as cairns mainly containing fire-cracked stone. This is compared with how people in different Polynesian chiefdoms, looked at similar remain. This is done to get a background for new ways of interpretation of such remains.

The ever-changing modern health care environment places high demands on leadership skills. The purpose of this study was to describe the causes that effect leadership within the health care services carried out in a municipality. Data was collected by interviewing four health care managers, three registered nurses, eight enrolled nurses and one auxiliary nurse. A qualitative approach based on a content analysis method was conducted in the analysis of the interviews. Latent content deals with relationship aspects and interpretation of deeper underlying meaning of text.

The object of this master's thesis is to study students writtenappendixes for their first-year-essay, (A-uppsats). In theappendixes the students are asked to describe their search forinformation within five areas; strategy, resources, terminology,analysis and usefulness. The appendixes for the years 2006-2009are studied, 184 appendixes consisting of one A4 page each.This thesis focuses upon the study of resources, processes andfeelings displayed in the appendixes. The theories of Tom Wilson,Carol Collier Kuhlthau and Louise Limberg are used, as results ofother studies within the area. Connections with theories oninformation literacy are also made.The results show that students usually do as they are instructed bylibrarians if it is profitable for their studies.

The company Somas, Säffle, has assigned Fredrik Kjellin the project of finding out how ?KVTF DN250?, one of their own valves, reacts on cutting forces under production. They wish to know if and then how much it?s possible to minimize the wall thickness of the valve with neither plastic nor to big elastic deformations caused by processing.The most critical processes have been identified as rough lathing. The study has shown that the marginal for a wall thickness of two millimeters, to fall short of the yield stress in the most critical process, is good.

The current trend towards globalisation and democratisation has made the theories of politics in pluralistic societies, and how to make them work, of particular interest and concern. Lijphart's theory of consociational democracy is an important influence in this field. At the same time the importance of civil society in transition studies and democratisation processes has been reinforced over the last thirty years. However, the complex political situation that plural societies face, creates obstacles for a healthy civil society. This thesis is based on a case study of Lebanon, a country with deep ethnic divisions and a government that resembles a consociational democracy.

Acidification is a central concept in the environmental debate. The effect of acidification of the soil is a matter of a decreasing amount of cations and thereby a decreasing ability to resist a supply of hydrogen ions to the soil. Acidification has gradually increased in the O horizon in Västerbotten over a 30-year period from the 1970th to the 1990th. The aim of this study was from inventories of The Swedish National Forest Soil Survey and The Swedish National Forest Inventory explain and quantify the acidification that has occurred in the O horizon of two regions in the north of Sweden. Data from SMHI, The Swedish Meteorological and Hydrological Institute, has also been used.

ABSTRACTIn this study, five people were interviewed who are involved in a drug-assisted program for opiate addiction, also called substitution program. The meaning of substitution is that these clients' drug addiction is replaced with substitute preparations, either methadone or Subutex in an orderly manner. The clients of the researcher decided to study the substitution program have all been a heavy opiate addiction for years. Their participation in the replacement program is more than two years, and those who have been around the longest have been in the program for six years, so long as the substitution program has existed in Visby.This is a qualitative study in which interviews are conducted face to face with each individual client, and the interview was unstructured in the sense that no specific issues made in advance. The interviews have been themed, and the researcher has gone through various areas of life around the respondent.

The thesis examines how language, culture and family structures interrelate and affect the process of migration. Vital is how women from a different ethnic background integrates during migration and in a dialogue context with us as researchers and native Swedes. The thesis is interdisciplinary and analyzes empirical data through a qualitative method by using the perspectives gender, ethnicity and identity. The empirical material consists of 7 interviews, which have been transcribed and then broken down in to quotations. Thesequotations have then been analyzed using the perspectives mentioned above.

In the light of the criticism from the Swedish Consumers? Association towards the actions of modern fund managers on the Swedish Sustainable and Responsible Investment (SRI) market, discussions of change has increased. The reasons underlying a change and communication process are scarcely focused on. Thus, grounded on theories in the fields of Critical Management Studies (CSR), Corporate Social Responsibility (CSR), change and communication, this study analyses how a change of implementing revised SRI communication is carried out at Handelsbanken Asset Management, existing motives for the change in communication, and how key actors can affect the process. A participant observation and in-depth interviews were carried out enfolding a discussion that contributed with a critical analysis and discussion, concluding external motives to be dominant and that key actors of the change process are influential to a various extent.

Service Design is a relatively new, unexplored and exciting phenomenon that through an interdisciplinary work methodology designs services. A discussion has been going on for a long time regarding whether there is a difference between products and services. Services are often classified as immaterial, heterogeneous, non-storable and inseparable in relation to products. A question that arises is if something specific characterises the work methodology used regarding service design. The aim with this paper is thus to explain the work methodology when working with service design.

This report is about helping Q-Med AB in Uppsala to start its implementation of uncertainty of measurements analyses in their manufacturing department. Prior to this, the company relied solely on personal experience or did not take this uncertainty into consideration at all during different kind of measurements, which means that some of the processes that the company previously believed were within specified acceptance limits, will actually fail when considering these sources of uncertainties.Q-Med AB needed some sort of instruction to help the company, in a systematic way, to investigate different types of disorders that are affecting all kinds of measurements. This instruction includes a short summary about measurements and uncertainty of measurements in general and a detailed procedure about how these uncertainties are going to be handled in their daily work.The goal was to be able to use this instruction to systematically locate, eliminate (when possible) and analyze all kinds of disorders when measuring. Q-Med is using a lot of different types of instruments when measuring different types of quantities, including temperature, mass, pressure and density. This instruction will hereafter be used for every instrument, regardless of quantity and type of instrument.The instruction is tested through 4 different kinds of measurements, for mass, temperature and humidity.

Purpose: The purpose of this master thesis is to investigate how a pricing capability can be developed on a general as well as on a practical level in an industrial company working on the international business-to-business market. Methodology: We have conducted a case study of the work on pricing at Triton. After mapping the events we have evaluated the results. We have conducted interviews with people with information concerning Tritons work in the Pricing area. Theoretical perspectives: The theory includes organization and structure, pricing for the market with emphasis on transactions and theories on how to understand the customer.

Service Design is a relatively new, unexplored and exciting phenomenon that through an interdisciplinary work methodology designs services. A discussion has been going on for a long time regarding whether there is a difference between products and services. Services are often classified as immaterial, heterogeneous, non-storable and inseparable in relation to products. A question that arises is if something specific characterises the work methodology used regarding service design. The aim with this paper is thus to explain the work methodology when working with service design.