Företaget Kerfi AB i Norrköping är en leverantör av informationsteknik och har bland annat specialistkompetens inom service management. För detta använder de programvara från företaget CA technologies. CA Service Desk Manager är en så kallad IT Service Management applikation med processer för samordning och styrning av service management. Under inledande diskussioner kom det fram att även om programvaran har varit i bruk under flera år så finns det fortfarande problem med användargränssnittet. Uppgiften består i att analysera användargränssnittet ur ett användbarhetsperspektiv för att kunna ta fram förslag på olika lösningar till programvarans påpekade brister.För insamling av data användes en expertutvärdering vilket omfattade en heuristisk utvärdering och en consistency inspection.

The aim of this study is to examine how social workers and pree-school teachers resonate about their experiences of cooperation with each other, in relation to maltreated children and the duty to report. Several studies show that there is a difference between how many children that is suspected of maltreatment and how many that are reported to social service. In Sweden, pre-school staff are obliged to notify the suspicion of child abuse according to 14: 1 SoL, but previous research indicates that the obligation to declare is not used to the extent that it should. One reason for the low notification rate is  the interaction between preschool and the social services shortcomings.Therefore, we believe it is relevant to examine how the cooperation really looks like between the organizations, when the child is being abused or at risk of suffering. The results of the study are based on qualitative semi-structured interviews with four preschool teachers and four administrators.

The aim of this thesis is to study Stadshuskällaren?s operational processe flow and identify their operational characteristics. The uniqueness of Stadshuskällaren is that they are breaking the law of trade-offs regarding volume/variety, much like Toyota managed to do ? which spawned the entire field of research of the ?Lean Philosophy?. In the thesis the characteristics we identify through analysis, which enables Stadshuskällaren to break the trade-off, are compared with the principles of Lean service theory, which ultimately stem from Toyota.

The purpose of this thesis was to illuminate and create a deeper understanding of a reputation?s value during crisis in business environment. We aimed to investigate how companies and organizations build up their reputation to prevent crises and how reputation affects the outcomes of a crisis. The theoretical section is based on various scientific articles. A case study was conducted based on interviews with two respondents from two different companies and organizations.

Although known and feared for thousands of years, rabies remains a real and present threat to thousands of people, especially in low- and middle income countries. In India, rabies is an endemic disease, causing human deaths every year. The primary mode of transmission is through the bite of an infected dog. Fighting the disease in the dog population through vaccinations remains the most efficient way to eradicate the disease. The knowledge of rabies in India is unsatisfactory, as a lot of people lack awareness about the severity of the disease and the importance of washing the bitten area and seeking medical attention for post exposure prophylaxis when bitten by a dog.

The purpose of our study is to examine what risk factors can contribute to a child/youth with neuropsychiatric disorders developing an addiction to drugs. We also wanted to find out what protective factors can contribute not to develop an addiction. In order to find out these two different aspects we interviewed twelve professionals to get their view upon the matter. The professionals work within different sectors such as school, healthcare, social services and one of the interviewed is a member of an organization that specialises in neuropsychiatric disorders.When analysing our result of the interviews we used Bronnfenbrenner´s theory on the ecology of human development. What we found was that there are significant risk factors and protective factors on different levels of the child's environment.On the first level, the microsystem, interpersonal relations have an impact on the child's development.

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.

This paper discusses if Margin of Appreciation is compatible with the idea of universal human rights. Through the case of Negative freedom of association in Sweden, it studies the phenomenon that Giorgio Agamben has called the State of exception.The questions that are discussed and answered are 1) How does the rights theories of Jack Donnelly and Ronald Dworkin relate to Margin of appreciation, and 2) How has Margin of appreciation been applied in cases concerning the negative freedom of association in Sweden, in the European court for human rights. These questions and answers are then used in the discussion on how Margin of appreciation affects the concept of universal human rights. .

The aim of this masters thesis, based on discourse analysis and organization theory, is to study how individuals in different Swedish cultural organizations- and agencys are working with disaster preparedness.The purpose of this is to examine whether organizational structures affect different persons work, cooperation and practical application concerning disaster preparedness in collaboration with both external and internal organizations.The research shows that disaster preparedness are affected by priority issues as well as financial resources causing consequences for future work concerning this kind of issues.Another problem which is also examined and discussed in this thesis are the problematic approach to personal initiative which today is the leading operation for the organizations to deal with disaster preparedness instead of creating professional titles for the persons handles these complex issues..

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.

The purpose of this thesis is to identify and define Key Perfomance Indicators (KPIs) and value adding services which are used to describe the quality of Forias logistics services from different aspects. The KPIs should be attractive to both Foria and their customers, with the aim to strengthen the interaction between both parties.The basis for this work is a research in which a literature review and a survey of the market for Swedish logistic service providers were carried out. An analysis of the present situation of Foria was carried out, where a number of people in the company were interviewed. These elements were used together with definitions of KPIs to perform the analysis of the work.The result of the work is ten KPIs that have been created and developed for Foria and which are considered to be attractive to both Foria and the selected customers. The KPIs are: · ECO-driving (binary) ? the company has ECO-driving-educated drivers· ECO-driving (comparison figure) ? all drivers individual driving and its resulting exhaust emissions are compared· The environmental impact ? a total of exhaust emissions from all vehicles belonging to a single business, measured in tonne-kilometres· Complete order ? portion of fields with accurate information (in an order), with the possibility of error categorization· Delivery reliability ? time difference between expected and actual delivery, average for all orders· On-time ? the number of days and hours of difference between the expected and the actual time, for all activities of the order· On-time (activity) ? the number of hours and minutes of difference between the expected and the actual time, for each individual activity of the order· Divergence ? a categorization of all causes of divergence and its responsible department· Level of integration ? the level of cooperation between the logistic service provider and the customer· Customer satisfaction ? how well an order will meet the expectations of the customer The KPIs are described in detail with definitions, how they can be used and what is required to implement them in the service process of Foria.

This is a qualitative study based on two focus group interviews with a total of six social workers who work with assessing financial aid in two municipalities. The study aims to examine how the social workers experience and handle their ambiguous professional role, on the basis that they are expected to support and control the client. The theoretical framework is the theory about discretion and role theory. The results show that social workers find it difficult to combine these different approaches. Two different groups of strategies that social workers use to manage their professional role have been distinguished, the first is used to combine the different approaches (combination strategies), which are: empathy, to be distinct and to "blame" the organization.

This essay aims to examine how the synthetic non-human subjects, EDI and Legion, are constituted in terms of their bodies, gender, desire and emotion, in the gaming series Mass Effect. In a close-gaming method I also want to explore in which way the gamer can effect or even change the expressions of the body, gen­der, desire, and emotion made by the synthetic non-human subjects. In order to do this I use Judith Butlers and Sara Ahmeds queer theory, and Donna Haraways cyborg feminism. I concluded that EDI em­braces her embodiments and is given a highly sexualized female body, being more of a woman than a machine. While Legion is rather embracing disembodiment and is given a non sexualized, androgynous male body, be­ing more of a machine than a man.

Early studies of what motivates volunteering often have had an older sample and youth organizations have not been studied. A survey was used to study motives for volunteering in Swedish youth organizations. The importance of age and years of volunteering was studied. In the analysis 102 persons in age between 17 and 59 years participated. The participants ranked the motives as followed: knowledge, development, values, social, career and protection.

The purpose of this thesis is to study the context that affects crisis communication through an organizational perspective. It also tries to identify factors of success and difficulties when it comes to coordinating information between governmental organizations during a crisis. Carried out as a case study of the Swedish governmental network Krissamverkan Kronoberg, the method used are source analysis and qualitative interviews with members from different organizations in the network. The results have been analyzed through Organization theory, Network theory and theory in Crisis Communication. The context that effects governmental organizations ability to cooperate during a society crisis is characterized by knowledge, understanding, utility and willingness. In addition to this a successful coordination of information should be based on resources, competence and continuity. The main problems when it comes to cooperating and coordinating during a crisis situation lies in what we would like to call organizational egoism, existential uncertainty and defensive behavior. .