Denna rapport är resultatet av ett examensarbete inom Industriell Produktion vid KTH, utfört vid Avalon PLM AB. Syftet har varit att grundligt utreda vad som krävs för att sätta upp en "first line"-support för användare till Siemens Industry Softwares produktportfölj. Målet med examensarbetet var att ta fram en kravspecifikation för det system som ska hantera kundernas supportärenden, samt hitta och utvärdera ett befintligt system som lever upp till kraven. Vidare togs också en support- och ärendehanteringsprocess fram, vilken beskriver hur ärenden ska skötas.Inledande frågeställningar för examensarbetet var frågor som; Hur hanteras ett ärende? Hur många ärenden kommer supporten hantera per dag? Hur kan supportingenjören få hjälp om ärendena är för avancerade? Är kundsupport bara en kostnad för företaget eller vilka bieffekter kan det medföra?En litteraturstudie gjordes för att få grundläggande förståelse för olika typer av supportkällor, CRM, kunskapsförmedling, syftet med kundsupport och supportingenjörens roll.

This master thesis examines the copyright law with the purpose of sorting out the consequences and the effects of the law impacted on libraries. The theories used are mainly discourse analysis and public domain theory. At the centre of the examination is the effects that copyright law bring to libraries and their ability to perform their work. A major part of this thesis is gathered around the analysis of the presumptive key words that give the structures of copyright law the possibility to claim rightfulness. This is an outspoken strategy to illustrate the discourse of copyright law.

The aim of this study is to evaluate whether the value of occupant load is over or under estimated when the Swedish general value for department stores, 0,5 person/m2, is used for dimensioning shopping centers. The data that was analyzed derives from seven shopping centers and one department store. A conservative method was used to calculate the occupant load factor. The analysis shows that two groups can be discerned: one group that is characterized by a lower occupant load factor that does not exceed 0,3 person/m2, and one group with a higher occupant load factor. Shopping centers with a higher occupant load factor are located centrally in large urban areas.

Amyotrofisk lateralskleros (ALS) är i nuläget en obotlig sjukdom och sjukdomsförloppet går ofta väldigt fort. Omvårdnaden måste därför vara specifik för dessa patienter. Syfte: Huvudsyftet med denna litteraturstudie var att belysa vårdpersonalens stöd och bemötande av patienter med en obotlig sjukdom som ALS och deras närstående. Syftet var även att belysa hur de närstående påverkas av att vara vårdgivande åt sin närstående med ALS. Metod: För att besvara våra frågeställningar har vi valt att göra en litteraturstudie som bygger på tio vetenskapliga artiklar.

Background: To be a parent to a child dying of cancer affect not just the parents themselves, but the whole family. Experiences of fear, powerlessness and anxiety surrounds them. Nurses need knowledge about parents? experiences to help and support these parents adequately. Aim: The aim of the study was to describe parents? experiences of losing a child to cancer, from diagnosis to the child?s death.

On the 11th of march 2006, the journal Landskrona Posten began an article series with the ambition to review the juvenile gangs in the city of Landskrona. The articles received heavy response from the readers. About six months later Landskrona was the centre of attention in the Swedish media. 22,3 percent of the city's population had voted for the nationalist party ?Sverigedemokraterna? in the municipal election.

The aim of this paper is to investigate and analyze practices in multilingual classrooms of mathematics in a compulsory school in Sweden where immigrant students have been known to succeed. The school is situated in a suburban and segregated area outside a major city where pupils come from mainly limited socio-economic backgrounds. The rate of second language learners are 70% of all pupils in this school.By using ethnographic methods, mainly interviews and participant observation, data was collected in four mathematics classrooms which corresponded to consecutive ages of education. The data include field notes and observation of artifacts in the environment as well as interviews and informal conversations with teachers and school leadership. Information from the school website, the authority in charge of quality in Swedish schools (Skolverket) and the municipality were also used.The analysis is based on a socio-political viewpoint that power is relational and reflected within schools.

The aim of this study is to look at the identity of the public library, and to examine one way to make the identity of a specific library strong. PUNKTmedis is a newly opened library in Stockholm, aimed solely at people between 13-19. The question to be answered was: How can it affect the image of the public librarys identity when you aim the activity towards a specific user group? To answer this question, the qualitative method of case-study was used. Five interviews were carried out, with representatives from three different groups: users, politicians and librarians.

This study focuses on young adults with mild mental retardation and how their early adult life is a few years after leaving high school. They have grown up in a society where the view on mentally disabled has undergone big changes. Political decisions regarding handicapped, laws, official principles and social reforms have been dominated by the prinziple of normalization.The purpose has been to describe how the young adults themselves experience their life. The questions were: How is the every day life for young adults with mild mental retardation? Do they have asset to community support in order to reach as normal life as possible? How satisfied are they with their life?The investigation is a quality study through interviews with four young adults and their parents.

Diabetes mellitus type 2 is a rapidly increasing disease worldwide. The disease is connected to lifestyle. Making lifestyle changes is hard. When suffering from Diabetes mellitus type 2 it is necessary to live healthy to prevent secondary diseases. Lifestyle changes includes for example changing dietary habits, become psychically active or losing weight.

The purpose of this study was to examine how social services in Örebro working with young people vulnerable to honor- related violence and oppression. Further the purpose was to investigate recognition of guidelines that could act as support in the work with honor- related violence and oppression, and also however the work with these honor-related cases could have an emotional impact on the social worker. To answer these questions a qualitative study using interviews was performed with four social workers in Örebro. The results have been analyzed and interpreted in relation to previous research conducted in the field of honor research. Further three theoretical perspectives have been used in the interpretation of the results; implementation theory, sociology of emotion and coping.

A good flow of information in organizations is one of the key aspects of how we define a well-functioning organization. The information flow could be internal as well as external between actors within as well as outside of the organization. In a logistics organization this flow of information is equally important as in any other kind of organization. In this paper we have explored information flows in logistics organizations by applying, boundary spanning and the mobile-stationary divide perspective. In boundary spanning the main goal is to erase or relocate some of the boundaries within an organization, in our case to make the flow of information internally as well as externally better.

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.

The overall aim of this study is to clarify the situation in school for children with language disorder from the parents? perspective.Data were collected through five interviews with parents who have children of different ages and with various diagnosis within the language disorder spectra. A qualitative method based on a narrative inquiry was used and each interview was based on a interview guide with the following themes: the child?s difficulties, starting school, the school?s pedagogy, homework, action plans, participation and the future.Each story has its own themes, but there are also themes that are common in all interviews. One common theme in the parents? stories is that school has a lack of knowledge when it comes to language disorder.

The aim of this qualitative study was to examine six individuals' experiences to talk about the sexual abuse that occurred in their childhood. We interviewed five women and one man, using a phenomenological approach during the work process. The theories emerged as we analyzed our results and appeared to be communication, cognitive theory, validation, trauma theory and taboo. The results showed that the respondents, whom disclosed the abuse as children, were most likely to get a negative response from both formal and informal support systems. While as adults they were confirmed to a greater extent and therefore achieved a better physical and mental wellbeing.