Bakgrund: Tillisbaserad styrning och ledning (TBSL) har under de senaste årenkommit att bli allt mera populärt. TBSL kan ses som en motreaktion till kritiken mot dentidigare rådande styrfilosofin New Public Management (NPM). Dessvärre finns det enavsaknad av empiriskt material som studerar hur införandet av TBSL har påverkatstyrningen inom olika delar av den offentliga sektorn. På grund av skolans komplexastyrning och kritiken som lyfts mot NPM inom just skolan identifierats det som ettintressant område för studien. Syfte: Syftet med detta arbete är att kartlägga förändringar i styrningen av enorganisation vid införandet av styrfilosofin TBSL. Vi vill skapa en ökad förståelse förhur styrfilosofier relaterar till varandra vid styrförändringar. Arbetet ämnar även attskapa en förståelse för hur offentlig sektor arbetar med förtroende internt. Metod: Studien har genomförts på Nacka gymnasium där flera anställda inom bådelärarkåren och skolledningen har intervjuats. Studien är således en fallstudie och haräven använts sig av flertalet styrdokument för skolan. Vidare har studien använt sig aven kvalitativ forskningsansats och de intervjuer som utförts har varit semistrukturerade. Slutsats: Studien identifierar tendenser av både NPM och TBSL i den nuvarandestyrningen för Nacka gymnasium. Det framkommer även att Nacka gymnasiumanvänder sig av samtliga sju principer för TBSL i varierande utsträckning. Tydligast ärprinciperna tillit, handlingsutrymme, kunskap och öppenhet som är en central del avstyrningen. Införandet av TBSL har i viss mån påverkat styrningen av skolan, även ompåverkan på en operativ nivå är marginell. Litteraturen målar upp NPM och TBSL somtvå vitt skilda styrfilosofier i teorin, men i praktiken är de förenliga och styrningen är tillstor del densamma. Grunden och syftet med filosofierna, att effektivisera verksamheten,är densamma medan skillnaden ligger i TBSLs fokus på tillit och den kulturellastyrningen kontra NPMs fokus på främst den formella styrningen. / Background: Trust based management has during the last years gained attention inpublic sector. Trust based management can be seen as a counter-reaction to New PublicManagement (NPM). There is a lack of empirical studies conducted about this topic withdifferent agencies of the public sector. Due to the complexity within public schoolmanagement and the raise of criticism against the use of NPM in school managementmakes this area interesting to study. Purpose: The purpose of this study is to map out the changes within the the managementduring a management reform. With this study we want to contribute to expanding theknowledge how different management philosophies relate to each other during amanagement reform. The study also tries to understand how public sector can work withtrust within the organization. Method: This study has been conducted at Nacka gymnasium where multiply teachersand members of the board of the school has been interviewed. The study shouldtherefore be considered as a case study and uses multiply internal documents to be ableto understand the organization. The study has been using a qualitative research approachand the conducted interview has been semi-structed. Conclusion: The study identifies tendencies of both NPM and trust based managementin the current management of Nacka gymnasium. It also appears that Nacka gymnasiumuse all of the seven criteria’s for trust based management in different levels. The mostnoticeable criteria’s is trust, room of action, knowledge and openness. The reforms havemade some changes to the management but we didn’t find any evidence for that thereform has made any significant changes in the everyday work task. In the literatureNPM and trust based managements is portraited as vastly different, but in reality the twomanagement philosophy’s can be seen as quite similar. The foundation of the twophilosophy’s, which is to make an organization more efficient, are the same but thedifference consists of that trust based management mainly focus on trust and culturemanagement rather than formal control as NPM does.

The reforms that were implemented in the early 1990s changed the way the Swedish school system worked and how it was governed. This sparked a debate in whether this was beneficial for the equality of the education. The debate regarding the Swedish school system has been never ending since the start and implementation of New Public management reforms that swept through Swedish politics in the late 1980 and the 1990s. The discourse regarding the issues created by the implementation of these reforms and the impact of NPM in this area will be discussed an analyzed in this essay. The essay aims to explain and analyze the impact New public management, decentralization and its reforms has had on the equality of the Swedish education and the discourse it has created.

I föreliggande uppsats studeras tillämpningen av Customer Relationship Management i svenska statliga myndigheter, med särskilt fokus på berörd personals uppfattningar om CRM-system. Undersökningar kring ämnet har tidigare verkställts i bland annat Västeuropa och USA och i dessa studier har tonvikt lagts på hur verksamhetens effektivitet har påverkats av CRM, men inga undersökningar av liknande slag har ägnats åt svenska myndigheter. För att genomföra en sådan studie, inriktad mot svenska förhållanden, har semistrukturerade intervjuer med CRM-kunniga personer på 7 stycken svenska myndigheter genomförts. Undersökningen är baserad på en fenomenografisk forskningsansats och ett antal olika teorier har tillämpats för att kunna tolka det empiriska underlaget från intervjuerna. Teorierna som kommer att beröras gäller Customer Relationship Management, New Public Management, Kritik mot NPM, De fyra E:na, Kunder/klienter, Kommunikationsstrategier, Tillit, Organisationsförändringar/motstånd samt Isomorfism. Analysen har tagit stöd av dessa teorier, varigenom undersökningen har kunnat genomföras från ett allsidigt perspektiv. En slutsats som dragits efter genomförd analys är att respondenterna upplevde att CRM-system har en avsevärd potential att effektivisera de berörda myndigheternas verksamhet. En annan är att det finns ett behov av CRM-forskning inriktad mot svenska myndighetsförhållanden, eftersom dessa på många sätt skiljer sig från de som råder i utlandet. / In the present essay, the application of Customer Relationship Management in Swedish government agencies is studied, with a particular focus on the perceptions of the personnel concerned with CRM systems. Research on the topic has previously been carried out in, among other places, Western Europe and the USA, and in these studies emphasis has been placed on how the business's efficiency has been affected by CRM, but no research of a similar kind has been carried out in Sweden. In order to conduct such a study focused on Swedish conditions, semi-structured interviews with 7 Swedish government authorities have been carried out. The investigation is based on a phenomenographic research approach and a number of different theories have been applied in order to interpret the empirical data. Those to be invoked concern Customer Relationship Management, New Public Management, Criticism of NPM, The four E's, Customers/clients, Communication strategies, Trust, Organizational changes/resistance and Isomorphism. The subsequent analysis has been supported by these theories, whereby it has been possible to carry out the investigation applying an all-round perspective. A conclusion drawn from the analysis was that the respondents felt that CRM systems have considerable potential to streamline the operations of the relevant authorities. Another is that there is a need for CRM research aimed at Swedish government authorities, as these differ in many ways from those that prevail abroad.

The purpose of the essay is to study why and how the Swedish Transport Administration has applied quality management and service design. This study applies the institutional theory and theory behind New Public Management. Total Quality Management and service design are used as study objects. A qualitative method with an abductive approach has been used. The authors use primary and secondary data, which have been collected through semi-structured interviews and (final) reports from the Swedish Transport Administration. According to the employees and (final) reports, The Swedish Transport administration was motivated to apply quality management due to faults in the facilities, and service design due to lack of railway descriptions. The Swedish Transport Administration's quality management work takes place, among other things, through the four-step principle, the project model and ISO standards when working on railways. The Swedish Transport Administration works with service design from an outside and in perspective, to understand its customers and to create successful outcomes in the organization. This is done by, among other things, introducing service maps and creating value for customers. / Syftet med uppsatsen är att studera varför och hur Trafikverket har tillämpat kvalitetsstyrningsarbete samt tjänstedesignarbete. Denna studie tillämpar den institutionella teorin och teorin bakom New Public Management. Total Quality Management och tjänstedesign används som studieobjekt. En kvalitativ metod med en abduktiv ansats har använts. Författarna använder sig av primär-och sekundärdata, vilka har samlats in genom semistrukturerade intervjuer samt (slut)rapporter från Trafikverket. Enligt de anställda och (slut)rapporterna, motiverades Trafikverket till att tillämpa kvalitetsstyrning på grund av fel i anläggningarna och tjänstedesign på grund av bristande järnvägsbeskrivningar. Trafikverkets kvalitetsstyrningarbete sker bland annat genom fyrstegsprincipen, projektmodellen och ISO standarder vid arbete på järnväg. Trafikverket arbetar med tjänstedesign utifrån ett utifrån- och in perspektiv, för att förstå sina kunder och skapa framgångsrika utfall i organisationen. Detta genom att bland annat införa tjänstekartor och skapa värde för kund.

This bachelor’s thesis is about the reregulation of the Swedish pharmacy monopoly that occurred in July 2009. The study is examining the intentions of the reregulation, the Swedish pharmacy market as it is today and if there seems to be a correlation between these. The theory used for the study is the policy process and it serves as a way for the reader to gain a deeper understanding of the process between the preparations of the decision, and the evaluation of the solution that was implemented.  Through a policy analysis and by looking at documents carried out by government authorities the analysis lifts the intentions of the reregulation by interpreting its goals. By reading evaluating documents regarding the reregulation, it is possible to create a perception of the pharmacy market today. In the discussion the question regarding the correlation between these two is brought up and looked at. The result of the study shows that the outcome of the reregulation is not fully correlating to the intentions that was once written in preparing material for the decision. The reregulation was looking for efficiency, availability, lowering costs and creating a safe drug use for the costumers. After looking at the combined material not all goals have been achieved to its fullest.

The purpose of this study was to increase the knowledge of how social workers who work with support in daily living (SIDL) view their professional role, their work assignments and the obstacles and possibilities in their work. This study aims to answer what social workers within SIDL do in their work and how they view their role, what obstacles and possibilities they face, what the organizational conditions look like as well as how they experience SIDL has changed over time. Data was collected through 6 semi-structured interviews with social workers who work with SIDL. The interviews were inductively analyzed. New Public management (NPM) was later applied as a theoretical framework to better understand the results. Five themes have been identified: the shell of SIDL, the core of SIDL, a catch-all service, work environment and top-down management within the organization. The result of this study shows that pedagogy and flexibility are some of the core elements in SIDL, and that NPM is not compatible with these core elements. The results also indicate a stronger presence of NPM as governing logic over time.

The purpose of the study is to investigate how first-line managers in municipal elderly care perceive and manage the balance between market-oriented working methods and trust-based leadership. The study also aims to investigate whether these experiences differ depending on whether the managers work in small or large municipalities. The method in this study was qualitative semi-structured interviews with six informants working as first-line managers in a municipal nursing home. The experience of working as a first-line manager differs, as several of the informants feel that they have less participation in decision-making processes and have to report upwards a lot, which leads to difficulties in working in a trust-based way. First-line managers in smaller municipalities experience a closeness to superiors and others in the organisation, which makes them feel more involved. The results are discussed in relation to previous research and analysed with the theories Job-demand resources and Coping. / Syftet med studien är att undersöka hur första linjens chefer på inom kommunal äldreomsorg upplever och hanterar balansen mellan marknadsorienterade arbetsmetoder och tillitsbaserat ledarskap. Studien ämnar också undersöka om dessa upplevelser skiljer sig åt beroende på om cheferna arbetar i små eller stora kommuner. Metoden i denna studie var kvalitativa semistrukterade intervjuer med sex informanter som arbetar som första linjens chef på kommunalt SÄBO. Upplevelsen av arbetet som första linjens chef skiljer sig åt då flera av informanterna upplever att de har mindre delaktighet i beslutsprocesser och får rapportera mycket uppåt, vilket leder till svårigheter att arbeta tillitsbaserat. Första linjens chefer i mindre kommuner upplever en närhet till stegen över sig och övriga inom organisationen vilket gör att de känner sig mer delaktiga. Resultatet diskuteras i förhållande till tidigare forskning samt teorierna Job-demand resources och Coping.

Magistro baigiamojo darbo tikslas – ištirti Lietuvos viešojo administravimo stebėsenos sistemų kūrimo ir jų duomenų panaudojimo ypatumus. Pirmiausiai siekta atskleisti teorinį darbo pagrindimą, todėl buvo analizuojamas stebėsenos vaidmuo viešosios politikos ciklo teorijoje bei viešojo valdymo pertvarkų teorinėse prieigose (New Public Management, New Public Governance, Good Governance). Taip pat darbe, remiantis moksline literatūra, buvo išskiriami stebėsenos sistemų pranašumai lyginant su paviene stebėsena, sistemų kūrimo ir įgyvendinimo sunkumai, analizuojami stebėsenos sistemų įgyvendinimo etapai, išskiriamos stebėsenos kryptys, efektyvios stebėsenos sistemos principai. Dar viena darbo dalis skirta stebėsenos sistemų duomenų panaudojimui, čia apibrėžiamas stebėsenos duomenų panaudojimas vertinimui, valdymo sprendimų priėmimui, mokymuisi iš patirties, reformoms, atskaitomybės didinimui. Tirti buvo pasirinktos dvi Lietuvos viešojo administravimo stebėsenos sistemos – Viešojo administravimo subjektų ir jų veiklos stebėsenos sistema ir Vyriausybei atskaitingų institucijų strateginių veiklos planų (įskaitant biudžeto programų) įgyvendinimo rezultatų stebėsenos sistema. Remiantis atliktu kokybiniu tyrimu, buvo išanalizuoti šių sistemų kūrimo prielaidos, pasiteisinimas, kūrimo metu kilusios problemos. Tyrimo metu paaiškėjo, jog Viešojo administravimo subjektų ir jų veiklos stebėsenos sistema šiuo metu dar neveikia, todėl darbe buvo analizuotas tik jos kūrimas ir duomenų... [toliau žr. visą tekstą] / The objective of the Master Theses is to analyze the peculiarities of creation of monitoring systems of the Lithuanian public administration and usage of their data. First of all, it was attempted to disclose the theoretical reasoning of the work; therefore the role of monitoring was analyzed in the theory of public policy cycle and theoretical approaches to reforms of public governance (New Public Management, New Public Governance, Good Governance). Besides, the scientific literature was used in the work to distinguish the similarities of monitoring systems compared to single monitoring, difficulties of creation and implementation of the systems, to analyze the implementation stages of monitoring systems, and to distinguish monitoring directions and principles of effective monitoring system. One more part of the work was meant for the usage of data of monitoring system. There the usage of monitoring data for evaluation, decision-making on management, learning from experience, reforms and increase of accountability was defined. Two monitoring systems of the Lithuanian public administration were chosen for analysis – monitoring system of subjects of public administration and their activity and monitoring system of implementation results of the strategic activity plans of the governmental authorities (including the budgetary programs). The qualitative research helped to analyze the creation preconditions of these systems and the problems encountered during the creation process... [to full text]

Magistriniame darbe, naudojant teisės aktų, dokumentų, parengtų programų ir priemonių, statistinių duomenų bei mokslinės literatūros analizės metodą, analizuojamas Lietuvos Respublikos grįžtamosios migracijos politikos formavimas ir įgyvendinimas. Naudojant pusiau struktūruotą interviu, pristatomas valstybės institucijų darbuotojų (interviu atliktas su 8 specialistais) požiūris į teikiamų paslaugų administravimą ir įgyvendinimą. Darbo tikslas yra ištirti grįžtantiems migrantas teikiamų paslaugų ir programų administravimo sistemos ypatumus Lietuvos Respublikoje. Darbe tiriama 2010 – 2014 m. laikotarpio Lietuvos Respublikos grįžtamosios migracijos politika bei ją administruojančių Lietuvos Respublikos Vyriausybės, tiesiogiai vyriausybei pavaldžių institucijų veikla bei darbuotojų požiūris į vykdomas programas. Darbe iškelti tokie uždaviniai: 1. Išanalizuoti Lietuvoje esamą grįžtamosios migracijos situaciją. 2. Atsižvelgiant į Naujosios viešosios vadybos elementus decentralizavimą ir dalyvavimą, aptarti visuomenės įsitraukimo lygį į grįžtamosios migracijos politikos formavimą. 3. Išanalizuoti pagrindines valstybės valdymo institucijas, administruojančias Lietuvos Respublikos grįžtamosios migracijos politiką. 4. Išanalizuoti Lietuvos institucijų parengtas programas, skirtas grįžtamajai migracijai skatinti. 5. Ištirti, kaip vertina Lietuvos Respublikos valstybinių institucijų darbuotojai grįžtamosios migracijos vykdomas programas. Pirmajame skyriuje pristatoma darbe naudojama... [toliau žr. visą tekstą] / The purpose of this paper is to explore the administration system of returning migrant’s services and programs in the Republic of Lithuania. The examination of the law, documents, prepared programs and strategies, statistics and scholar literature was used as a method for further analysis. The presentation provides a broad overview of return migration policy in Lithuania of 2010 – 2014 period, priorities of government and the attitude of government institutions staff towards return migration programs. In order to present the aims and opinions of the particular officers about the relevant problems, related to the formation and the implementation of the return migration policy, half-structured interviews were used (8 interview were taken). The paper has these following tasks: 1. Analyze current situation of return migration in Lithuania. 2. In view of the New Public Management elements of decentralization and participation, to discuss public involvement into return migration policy. 3. To analyze the main public government institutions working with return migrants in Lithuania. 4. To analyze the main Lithuanian programs that encourage return migration. 5. To investigate government institution attitude to the return migrations programs. The work consists of three main sectors. The first section presents the work using the New Public Management paradigm and its assumptions of return migration policy. The second section describes the concept of return migration, motives and types... [to full text]

Magistro baigiamajame darbe nagrinėjamas viešųjų programų ir projektų valdymo procesas įgyvendinant jaunimo politiką Lietuvoje. Siekiant išsiaiškinti jaunimo politikos programų ir projektų valdymo aspektus efektyvumo kontekste, analizuojama viešųjų programų ir projektų sisteminė samprata, teoriniai programinio valdymo, „naujosios viešosios vadybos“ principai ir jų taikymas jaunimo politikos formavime, nagrinėjama teisinė bazė, reglamentuojanti jaunimo politikos viešųjų programų ir projektų formavimą ir įgyvendinimą, apibūdinamos organizacinės struktūros, formuojančios ir įgyvendinančios viešąsias programas ir projektus jaunimo politikos aspektu, išsiaiškinami jaunimo politikos programų ir projektų vertinimo sistemos privalumai ir trūkumai, atskleidžiama jaunimo politikos formavimo perspektyva ES kontekste, tiriama ekspertų, dirbančių su jaunimo politikos programomis ir projektais, nuomonė. Iš dalies patvirtinta autoriaus suformuluota hipotezė, kad viešųjų programų ir projektų valdymas įgyvendinant jaunimo politiką Lietuvoje atitinka programinio valdymo ir „naujosios viešosios vadybos“ principus, nes programos yra skaidomos į projektus, sudaromi programiniai planai, bei programinis biudžetas. Tačiau pasigendama programinių tikslų aiškumo ir uždavinių konkretumo, mažai reglamentuojama atskaitomybė, funkcinės organizacijos neskatina valdymo lankstumo, vis dar finansuojamos išlaidos programoms, o ne rezultatai. / The final study of Master‘s analyses the management of public programmes and projects‘ while implementing the Youth Policy in Lithuania. On purpose to clarify the programmes and projects‘ management efficiency, this study discusses the main aspects of programmes, projects, programming management theoretical conceptions, the principles of „new public management“ and their importance in formation of the Youth Policy. Moreover, it analyses legal formation and implementation acts of public programmes and projects‘ of the Youth Policy. This study describes organizational structures, formation and implementation aspects of public programmes and projects of the Youth Policy, clarifies the advantages and disadvantages of evaluation system and developes the perspective of the Youth Policy formation in the EU context. In conclusion, the author‘s formed hypothesis is partly approved and the management of public programmes and projects‘ while implementing the Youth Policy in Lithuania satisfies programming and “new public management” principles: programmes are divided into projects, making programming plans and forming program budget. On the other hand, there aren‘t any clear and emphesised programmes‘ purposes and goals. Furthermore, there is no regulated accountability, expances but not results are financed.