Syftet med kandidatuppsatsen är undersöka om kommunens förtroendevalda kommunrevisorer behövs, eller om det skulle vara möjligt att de sakkunniga biträdena tar sig an all kommunal revision.För en fungerande kommunal revision behövs både de förtroendevalda kommunrevisorerna och de sakkunniga biträdena.Dock behöver det struktureras upp vem det är som skall göra vad..

The aim of this Masters thesis is to examine how disabled people who receive the shut-in-service in one community define service quality. The purpose is also to examine the shut-in-service and to look at the users' context. Answers are sought to the following questions: - How do users experience the service quality of the shut-in-service? - What kind of service does the shut-in-service offer to the user? - How can the user be described and which are his/her requests? The analysis is based on theory about service quality by Christian Grönroos. The theory makes a distinction between two kinds of service quality, technical vs functional quality, as experienced by the user through the profile of the organization.

The intention of our study was to examine differences in experiences between elderly women and men from the home?help service. It?s a qualitative study based on interviews and data collection.Five categories are presented in the result of the study. The categories are based on interviews with three elderly women and three elderly men who all have home?help service.

Service branding is a subject that has been excluded from the traditional branding theory. Our main purpose with this paper is to distinguish what characterizes service branding. To do this, we have looked in to both service marketing theory as well as branding theory. We have also looked at the existing theory concerning service branding. Six qualitative interviews have been performed to explain what characterizes service branding.

As self-service technologies become more common in service provisions, a deeper understanding is needed of how customer satisfaction is affected by automated service encounters. Drawing from theories of customer satisfaction, human interaction, and the dynamics of complex service provisions, the differences between automated and interpersonal service encounters in the initial part of a service provision are examined in terms of customers? evaluation of the service encounter itself, overall satisfaction, as well as the service encounter?s impact on global evaluations and evaluations of other non-dependant service encounters. The study was performed on people travelling by air on Swedish domestic routes. Passengers were asked to evaluate the airline?s performance on different attributes of the air travel they had undertaken, as well as to form an overall evaluation of the service.

Every business is subject to service failures. The process of correcting these failures and turning disappointed customers back into happy ones is called service recovery. This is particularly important in the hotel business, where there are many moments of truth where customers may become dissatisfied. To further complicate things, service recovery is a process where you may have to correct errors of others - people beyond your control. The research field is relatively new and there are no turn-key solutions as to how to systematically work with service recovery.

Folkhälsovetenskapligt program.

This report is about changes in an organization. Changes is something that every organization sooner or later is bound to do. In many cases the changes leads to problems and conflicts. I have chosen to study one change process in the home help service of the municipality of Bollnäs. The change process I have chosen to study is about changes in the day-to-day work for the employees at the home help service.

SammanfattningSyftet med den här studien var att beskriva hur sjuksköterskor inom kommunal äldreomsorg ser på sin profession med tyngdpunkt på eget yrkesval, vad som får dem att stanna kvar, synen på yrkesrollen och vad som förväntas befrämjaStudien har genomförts som en kvalitativ beskrivande intervjustudie. Materialet analyserades med hjälp av innehållsanalys. Resultatet visade att yttre omständigheter gjorde att sjuksköterskorna valde att arbeta med äldreomsorg..

The aim with this study is to identify and discuss discourses in public service policy documents to clarify that public service policy is political and not self-evident. The study's theoretical as well as methodological starting point is the discourse theory of Laclau and Mouffe, which ontological position is that all meaning is constructed by discourses. In the studied material, two discourses have been identified in policy concerning the content in public service media. The responsibility-discourse construct meanings of what content the policy wants to see in public service media and in the quality-discourse meanings of how the content should be is constructed. Public service policy is consistent over the period that has been studied and the study shows that there is consensus in the parliament about the regulation of the content in public service media.

Uppsatsen hade som syfte att belysa om kommunal fritid behövs. Undersökningen bestod av samtal med fyra fritidschefer på deras fritidskontor. Samtalen tolkades hermeneutiskt och analyserades med Faircloughs kritiska diskursanalys (Winter Jørgensen & Philipps, 2000). Som teori utgicks från Habermas diskursteori (Habermas, 1995). Analysen visar att kommunal fritid är stadd under stark förändring och har gått från "inte" till att "vara".

The purpose of this thesis is to compare if a charter company's attitude and vision of service can be reconciled with the attitudes and visions that the customers have in the same area. In order to carry out the study a qualitative approach is used. The data has been collected by interviews, focus groups and observations. The framework is theories on the subject of customer satisfaction, quality of service at customer meetings, Self-Service technologies, quality assurance and gap in service.The study has concluded that the approach to service is relatively equal between the company and customers, but the future visions differ. Focus group participants have been thinking bigger and further into the future, while the company focuses more on specific functions.

Uppsatsen syftar till att jämföra hur förbunden Kommunal och Metall har debatterat och agerat kring arbetstidsförkortning mellan 1988 och 2003. Båda förbunden har haft Landsorganisationens (LO) mål om trettiotimmarsvecka som vision. Kommunal består till största delen av deltidsarbetande kvinnor, medan Metalls medlemmar domineras av heltidsarbetande män. Medlemmarnas argument för arbetstidsförkortning att det skapar fler jobb, förbättrar hälsan, samt ökar jämställdheten har analyserats. Förbunden har valt att agera olika i frågan om arbetstidsförkortning, där Metall har infört arbetstidsförkortning i form av en arbetstidsbank, medan Kommunal under våren 2006 slopade kravet på sextimmarsdag..

För att möta de effektiviseringskrav som ställs på kommunal sektor ser kommuner till alternativa driftsformer för delar av organisationen. Bolagisering av kommunal verksamhet är något som har ökat de senaste åren för att möta kommunernas ökade krav. Syftet med studien är att öka förståelsen för bolagisering av kommunal verksamhet. Detta genom att identifiera centrala faktorer samt positiva och negativa aspekter med bolagisering av kommunal verksamhet. För att besvara syftet utfördes kvalitativa intervjuer med aktörer inom förvaltningar och kommunalägda bolag, detta för att belysa aktörernas egna upplevelser av bolagisering.

Since companies have realised the importance of customer loyalty and since the service sector has gained higher significance in recent years, we found it interesting to study what leads to customer loyalty in service companies. The theories we have chosen to consider are customer loyalty, service quality, service guarantees, affinity marketing, loyalty programmes and customer clubs, the customer in focus and other factors that influences customer loyalty. To find out how service companies are working with cus- tomer loyalty, we have conducted a case study within three service companies. Our findings are that customer loyalty has a significant importance for the companies we studied. Quality and personnel were the factors we found had the greatest impact in service companies concerning customer loyalty.