Information technology and globalization has led to an increasing competition and service production has been more and more independent of locations. This has made a market of outsourced telephone costumer service possible. Due to high establishment the market has been saturated and with that price has sunk. Customer companies have the last few years got more negative to outsourcing of their telephone customer service as they through operating the customer service internally want to get closer to their customers.In the empirical study the writers try to figure out which companies the callcenters should try to aim towards to get long and profitable cooperation. This will be done through deducing guiding principles from theories about how different factors around companies costumer service should look like.

Introduction: The interaction between different care facilities and professions is important in the care of older patients. Patients do not always get enough time to recover and often have a continued need for care. A discharge process of good structure in which the patient and relatives are participating and the continued need of care is assured is of importance in care of older patients.Objective: The overall purpose of this study is to compare the discharge process for patients over 75 years old admitted to a emergency medicine ward respective a emergency medicine ward with geriatric focus at a medicine clinic, to compare discharge process between these wards and evaluate the patients situation at home after discharge.Methods: A survey of medical records with a protocol and a telephone survey have been performed. Data was analyzed with descriptive and analytic statistic. Patients at the medical wards MAVA and care unit number 21/34, which are 75 years or older and are discharged to their own home, within the municipality of Göteborgs stad, in Sweden, are included in this study.Results: The discharge process differed between medicine wards with emergency medicine and geriatric focus.

Air tightness in new buildings has been discussed for several decades. But the knowledge in the subject is low. With tougher requirements from the Swedish government about energy consumption for a new building required competences how these shall be met. It's not only the thick mess of insulation that are important, it's also the air tightness. This report is about air leakage in Swedish houses.

Bakgrund: Telefonrådgivning är en växande verksamhet och utgör en stor del av distriktssköterskans arbete på vårdcentral. För vårdsökande innebär det att få råd, information och stöd för att öka tryggheten i vardagslivet. Det behövs ökad kunskap om äldres erfarenheter av telefonrådgivning för att bättre kunna förstå de vårdsökandes behov och för att vidare utveckla verksamheten.Syfte: Syftet är att beskriva äldre vårdsökandes erfarenheter av telefonrådgivning på vårdcentral.Metod: I studien har en kvalitativ deskriptiv design med induktiv ansats använts. Datainsamling har skett via tio intervjuer med äldre vårdsökare som har fått telefonrådgivning via vårdcentral och materialet analyserades med kvalitativ innehållsanalys.Resultat: I analysen framträdde två teman Få kontakt och Kommunikation.  I Få kontakt presenteras kategorierna: Telefonsystemet och Strategier för kontakt med tillhörande underkategorier. I Kommunikation presenteras kategorierna: Bemötande och Förutsättningar med tillhörande underkategorier.Slutsats: Telefonsystemet som används för att få kontakt kan ses både som en tillgång och ett hinder för kontakt.

Syftet med föreliggande litteraturstudie var att beskriva rådgivningssamtalet vid centrala sjukvårdsrådgivningar. Studien har gjorts som en litteraturstudie med deskriptiv design. Studien har baserats på 12 vetenskapliga artiklar som har sökts fram via Cinahl och PubMed. Resultatet visade att rådgivningssamtalet innehöll en gemensam interaktion och bedömningsprocess, där sjuksköterskan analyserade och tolkade det objektiva och subjektiva i den vårdsökandes hälsoproblem för att nå fram till samförstånd i beslut och åtgärd. Processen skedde i ett ansiktslöst icke fysiskt vårdmöte mellan sjuksköterskan och den vårdsökande och kunde beskrivas utifrån fyra faser 1) att samla information 2) att analysera och tolka 3) att bedöma 4) att åtgärda.

Information technology and globalization has led to an increasing competition and service production has been more and more independent of locations. This has made a market of outsourced telephone costumer service possible. Due to high establishment the market has been saturated and with that price has sunk. Customer companies have the last few years got more negative to outsourcing of their telephone customer service as they through operating the customer service internally want to get closer to their customers.In the empirical study the writers try to figure out which companies the callcenters should try to aim towards to get long and profitable cooperation. This will be done through deducing guiding principles from theories about how different factors around companies costumer service should look like.

The goal with this project was to achieve real-time synchronized video playback over the Internet, or in other words, that multiple clients play the same part of a video at the same time.The result shows how it is possible to build such a protocol, that gives a user experience that the video is synchronized between computers when playing a locally stored file, stream or video delivered using progressive download. This was achieved by designing, then role playing to find weaknesses, and at last implementing the protocols to see how they work in practice. By using such a protocol, it is possible to navigate and discuss around a video in for example a telephone conference, and be sure that everybody is looking on the same picture..

Telia Telesvar is an automatic anwering machine that is provided in your stationary telephone at home. The drawback of this is that you cannot see if anyone has called you. This report describes how a terminal for Telias Telesvar could be designed. Telesvar terminal will show in a display if anyone called you and show the incoming number. It will also play the spoken message in a built in speaker.

The importance of chemical use is enormous for areas such as agriculture, industry and medicine and hence a prerequisite for our modern society. In order to protect humans and the environment from the negative effects of chemical use, chemical regulations have been used at a relatively early stage in our history. The purpose of REACH, the new chemical regulation of the European Union, is to generate new knowledge of chemicals within the European market and to increase the responsibilities of the enterprises when it comes to risk management. Whether the enterprises will implement the regulations or not will be of vital importance for the realization of the law?s intentions.The purpose of this study was to identify possibilities and problems that can occur when a downstream-user SME is about to implement REACH.

Title: Internal Communication Approach ? A study of the internal communication-channels of the ICA Administration. Background: The ICA Administration is in the process of generating an organizational change with the purpose of improving their external communication. The internal communication, on the other hand, has been put aside and is missing guidelines at the present.  Since the ICA Administration does not know how the staff uses the internal communication-channels they cannot optimize nor develop them. As the literature shows, it is important to choose the channel that is most appropriate for the type of information that it is meant to communicate. Choosing the wrong channel, or using it wrongly, can bring problems consisting of the staff experiencing to receive less information than needed in their daily work. Purpose: The purpose of this thesis is to explore and describe the internal communication between the employees of the ICA Administration from the existing communication-channels and their usage. Method: Through the initial interviews with the staff, the internal communication-channels of the ICA Administration were determined.

The mainpart of this thesis is about the developing of a new analysis tool to be used in Zenicor Medical Systems AB ECG-system. The primary task of the system is to simplify the ECG survey for patients who suffers from different kinds of arrythmias, for example heart fibrillation. With this system is it possible for the patients to do their ECG survey by them self at home and then send the signal with their telephone or mobilphone to a server. The equipment used to do the survey is not bigger than you can have it in a pocket and this results in a bigger flexibility for the patient. A doctor can connect to the server and analys the ECG-curve and follow up the patients condition..

Abstract Background Todays guidelines for advanced CPR emphasize chest compressions with good quality and early defibrillation. Prehospital CPR performed by ambulance crew, an automated external defibrillator (AED) is used. The AED analyzes the heart rhythm and the performer is following the advice to chock the heart or not, given by the AED. During on-going CPR there are sequences when no chest compression is performed known as hands-off time. Hands-off time includes the time for the AED to analyze the heart rhythm and the time when advice is given to the crew.

The importance of chemical use is enormous for areas such as agriculture, industry and medicine and hence a prerequisite for our modern society. In order to protect humans and the environment from the negative effects of chemical use, chemical regulations have been used at a relatively early stage in our history. The purpose of REACH, the new chemical regulation of the European Union, is to generate new knowledge of chemicals within the European market and to increase the responsibilities of the enterprises when it comes to risk management. Whether the enterprises will implement the regulations or not will be of vital importance for the realization of the law?s intentions.The purpose of this study was to identify possibilities and problems that can occur when a downstream-user SME is about to implement REACH.

Som en följd av den globalisering som sker av samhället har många företag etablerat sig utomlands.  Detta medför att organisationerna kommer i kontakt med främmande kulturer som innebär nya utmaningar. Det är därmed av vikt att undersöka vad som motiverar människor i olika länder för att företagen skall kunna överväga en anpassning av sina motivationsstrategier.Uppsatsens syfte är att undersöka hur svenska företag med kontor i såväl Sverige som Kina använder sig utav motivationsstrategier för att motivera sin personal. Vidare vill vi undersöka skillnaderna mellan vad som motiverar en svensk respektive en kinesisk anställd och hur ledningen anpassar och arbetar med motivationsstrategier som styrmedel.Arbetet har framställts, bearbetats och analyserats genom en kvalitativ forskningsmetod. Empiriskt material har samlats in genom djupintervjuer med fyra internationellt inriktade svenska företag. Förtagen är aktiva på såväl den svenska som den kinesiska marknaden och faller under benämningen Small and Medium Size Entrerprices.

The contribution of biofuels to the total consumption of energy in Sweden must increase to 49 % in order to meet the goals for the year 2020 set by the European Union. In order to do so, improved information systems are needed to support the business processes within delivery scheduling between customers and suppliers.Enterprise Architecture (EA) is a concept to enable the alignment of Business processes and Information Systems. EA is the framework for the architectures of business, information and applications. With a comprehensive view of the architectures, an Information System aligned with the Business processes can be enabled. The first step in the development of an Information System is documenting the business processes.The goal of this study is to clarify a generic sequence of activities performed within the delivery scheduling process and the information needed to perform the activities.Data for the study was collected through qualitative interviews, first through a meeting with the respondent and after that a following telephone interview with in total 5 suppliers and 6 customers of biofuels.