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.

The purpose of our essay was to understand better how two companies manage ethnical diversity in their organization and standards of a multicultural organization. For study objects we selected two companies nominated as ?good examples? of companies working with ethnical diversity in their organization. The study objects are Föreningsparbanken and Pågen AB in Sweden. The result verifies that both companies have by some term a heterogenic staff of workmen in some parts of the organization although the heterogeneity occurs only on a lower level at the organizational hierarchy.

This study examines the closure of public libraries, and the nonprofit organizations takeover of them as a phenomenon. The aim is to understand why the nonprofit takeover is common and what the takeover symbolizes and if the discourse in media invokes the views on libraries and the profession.Interviews were made with librarians, politicians and representatives of a nonprofit organization to study different sides of the phenomenon. Other empirical data were found in local and national newspapers and media-channels. I discovered that public libraries are highly valued by both politicians and the community. The study also showed that a library in a community makes people feel valued.

The subject field studied in this essay is environmental scanning. The aim of this study is to analyse how three public organizations within the subject field sustainable development work with their environmental scanning. Most organizations have to relate to their surroundings such as clients and competitors. Environmental scanning is another very important field that organizations have to relate to in their work. This essay has three questions in focus which are the following;How is the work with environmental scanning in the three organizations arranged?How does the work with environmental scanning differ in the three organizations?How important is environmental scanning for the subject field sustainable development?The study was carried out through four conducted interviews with key persons within the three organizations.

Issues regarding the environment are commonly discussed in the media. The most common problem that is discussed is how to decrease the emissions of greenhouse gases by human beings. The municipality of Kristianstad has chosen to work with a project named ?Biogas Kristianstad? which purposes are to use all of the produced biogas as motor fuel and to speed up the introduction of biogas on the local market. This is in an effort to decrease the effects on the environment in the municipality of Kristianstad.

This thesis describes the introduction of Web 2.0 education into Swedish LIS education with emphasis on the driving forces and obstacles in the process. It also discusses the possibilities of estimating the appropriate time for the start of new educational courses introducing new technologies, when it is uncertain if the technologies in question will sustain for a long enough period of time to make the educational effort worthwhile. The data on the Web 2.0 education was collected during the spring of 2010 from the Web pages of the five LIS departments in Sweden, namely Borås, Lund, Umeå, Uppsala and Växjö, as well as by 10 interviews during November and December 2010 with two representatives from each LIS department..The key finding is that Web 2.0 is covered in Swedish LIS education and embracing both practical and theoretical issues. The main driving forces have been both the needs of the profession and an academic research interest. It is concluded that Rogers??S-curves? as described in ?Diffusion of Innovation? can be used as a tool in order to improve the understanding of when to introduce education in new technologies.

The purpose of this essay is to study how the local creators of a "master plan" for the swedish city Kristinehamn, the years between 1940 to -43, looked on their planning. It is an analysis of ideas case study. A hypothesis is upheld for the research: that the local physical planning had largely extended ambitions what regards central state control in a way that is similar to planned economy. Questions that are asked include: Was the planning assumed to be a tool for the state to regulate the environment? Can the planning be seen as a mean to control the society in time and space? The essay search for verification of the hypothesis by a theoretical analysis apparatus made upp of ideal types.

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.

Fantasy literature has a rather strong position in countries with an English-speaking population but not in Sweden. The supply of fantasy in Sweden is much smaller than that in for example United Kingdom. Does this affect the Swedish readers of this genre? If it does, how does it affect them? The aim of this thesis is to find out how a few fantasy-reading students at the Swedish School of Library and Information Science get hold of the fiction they want to read and who and/or what influence their decision of which book to read. In order to avoid confusion we are also going to try to find out how they define fantasy since it varies from person to person what is included in the genre.

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.

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.

BACKGROUND: Today?s societal changes, including high rate of change and increasing information flows, are increasing the demand on the individual mental capacity. It becomes increasingly difficult to analytically process all the different dilemmas and everyday decisions as individuals have a limited mental capacity available to make these decisions. Thus, it has been suggested that ego-depleted relies more heavily on intuition, which is less burdensome, when making decision. However little is known about to what extent intuitive decisions differ from analytic.

The aim of this masters thesis is to examine the synthesis and the structure of the main class for linguistics F in the Swedish classification system SAB. We want to find out whether F has developed towards a more faceted structure or not. Our theoretical perspective is based on fundamental principles for modern classification. To carry out our investigation the first, the fourth and the seventh edition of SAB is analysed and compared. The results of our study show that the main class F has become more faceted and therefore the possibilities to use synthesis have increased.

The purpose of this report is to study the relationship between the rescue service fire prevention activities and the number of arson fires in schools. An objective of the project is also to investi-gate the need of developing national methods for fire prevention. The results are based on a questionnaire study among 35 fire departments and further interviews with five of them. The results indicate that there is a relationship between the rescue service fire prevention activities and the number of arson fires in schools. The relationship is positive in the sense that arson fires in schools decrease with increasing prevention activities.

The spread of digital photography has created major changes in the previously stable Swedish photofinishing market. We investigate how companies act to survive in the face of technological change, through our research question: What strategies have actors in the photofinishing business chosen during the changeover from analog to digital photofinishing? Using a deductive method, we have conducted semi-structured interviews with 11 actors in the photofinishing business. Innovation management studies innovation from a number of perspectives, describing effects of innovations on the competitive ability of established actors, and on the value of their resources. The companies were not prepared for the speed of the change.