The purpose of this study was to describe perceived psychosocial work environment and musculoskeletal complaints among baggage handlers, and to evaluate whether there is any linear relationship between them. The study is a questionnaire based cross-sectional study, and part of an ongoing larger project. Therefore, the number of forms has been limited to those that were collected in the project by 2010-11-25 (N=117). The questions analyzed in the study come from the Copenhagen Psychosocial Questionnaire and “Nordiska Ministerrådets formulär om besvär i rörelseorganen”, respectively. In addition, ratings of pain intensity according to Borg CR-scale have been used. Linear correlations were assessed by Spearman’s rank correlation. The results showed that the baggage handlers rated good sense of Community and low Emotional demands, but poor Influence and Feedback at the workplace. Their ratings of pain frequency and intensity were relatively low, but the regions where they had most complaints were shoulders and low back. The highest correlation was -0.36 between Meaning and pain frequency in the Shoulders. No particular psychosocial factor or body region appeared highly correlated with all or most of the other variables. For the psychosocial environment factors investigated in this study no extremely good or extremely bad values were discovered. Musculoskeletal complaints were low. No strong correlations between baggage handlers ratings of psychosocial work environment and musculoskeletal complaints were found in this study.

Since the 1980s, companies have taken a larger interest in quality and it´s economic impact within the company. Having the knowledge that it´s not quality that costs money, but it´s rather the lack of quality. The work immerses itself in the field of cost of poor quality and the development of key performance indicators. The thesis is performed at Bufab Holding in Värnamo. Bufab Holding is a trading company which mainly buys and sells C-parts. C-parts include fasteners, other small metal-, rubber- or plastic parts such as wires, springs and electronic fasteners. The aim of this thesis was to make a survey of the cost of poor quality and to find key performance indicators (KPI) for cost of poor quality that can be continuously monitored. This work can serve as a basis for other companies within the Bufab group if the company believes that the content of the report can be used. With this aim two issues was created. What is the cost of poor quality that are linked to Bufabs complaints today, and where do they occur? Which key performance indicators can be created, which continuously can be monitored? The work began with a literature study to gain a deeper understanding of the cost of poor quality and the creation of KPI´s. The literature led the writers of this thesis into the methods that were used. Through the data collection, document gathering and given interviews an understanding of the company´s current economic situation. On this basis the company´s claims and processes where analysed with the help of "Seven quality tools". With the help of the piece cost model cost barriers was prepared and the cost of poor quality was calculated. Furthermore KPI´s was created through Lars Sörqvists description of ratio. The cost carriers differed depending on whether it was Bufab who caused the error, if it was a wrong product quality claim or if it was the supplier who caused the error. The cost of poor quality totaled of 4,7 Mkr. The pareto chart shows that the cause wrong product quality caused the highest costs. The costs of poor quality that where calculated mostly consisted of different labor costs. One of the KPI´s was based on labor cost and the other was based on total costs. Furthermore KPI´s where made of the number of complaints with the base of total number of order lines that have been sent. The company can then use this result to show how good quality the company have when new contracts are negotiated. If the methodology and results are promising, this thesis can be a working model for more companies within the Bufab group. Not all visible costs of poor quality was calculated in this thesis due a lack of time. The thesis also lacks entirely an assessment of the hidden costs of poor quality.

published_or_final_version / Medical Sciences / Master / Master of Medical Sciences

It is proposed by scholars of consumer complaining behaviour that dissatisfaction occurs at two levels: (1) the primary level resulting from product or service failure; and (2) the secondary level resulting from an unsuccessful attempt at complaint resolution with the company held responsible. This thesis provides an integrated analysis of the triggers of voiced and non-voiced consumer responses to the level of primary dissatisfaction. A deductively derived two-factor taxonomy of consumer responses to dissatisfaction was developed out of the extant literature, to identify those responses to dissatisfaction analogous with both primary and secondary dissatisfaction. Based on this taxonomy, a deductively derived typology of consumer responses to primary dissatisfaction, together with two truncated alternatives, was also proposed. The proposed typologies facilitated two levels of analysis: (1) the unidimensional level relating to whether or not the dissatisfaction was voiced to the company held responsible; and (2) the multi-dimensional level of response style engaged in. At each level of analysis, the contribution to total explained variance of six trigger sets was assessed: pre-dissatisfaction situation, post-dissatisfaction situation, company/consumer relationship, marketplace/consumer relationship, psychographics and demographics. The validity of both the proposed two-factor taxonomy and the three typologies was examined through a cross-sectional survey of 1000 dissatisfied consumers across eight product and service categories. Findings supported the deductive basis of the taxonomy, where it was found that whilst exit behaviours and private negative word-of-mouth are analogous with the level of primary dissatisfaction, the incidence of public negative word-of-mouth, third party action and grudge holding was significantly greater among consumers experiencing secondary dissatisfaction. These findings also supported the deductive basis of the proposed typologies of responses to primary dissatisfaction, by empirically identifying those responses analogous with this level of dissatisfaction. At the unidimensional level of analysis, the trigger sets explained 54% ofthe variance between a voiced and a non-voiced instance of primary dissatisfaction. At the multidimensional level of the response style, 63% of variance was explained between response styles in the truncated typology with the most practical use for suppliers. On the basis of these findings, recommendations are made to practitioners on how to encourage supplier-friendly consumer response styles following primary dissatisfaction, and to discourage less friendly styles. The empirically supported truncated typology -distinguishing between passive, private responses, telling, and telling + private responses -represents an important strategic tool for suppliers to monitor and benchmark responses to primary dissatisfaction among their customer base.

Introduction: Enterprise recourse planning (ERP) is a system that combines software, hardwareand people to manage information The aim of this study is to investigate ERP systems effect onbusiness performance (advertised vs. realized benefits) and user’s complaints. It also aims toidentify the most important issue a company faces after implementing an ERP system and if thisstops potential benefits from happening. This will be viewed from a user’s perspective. Approach/Methodology: This research includes qualitative and quantitative primary data withsecondary data to answer the research questions posed. It is based on a number of semistructuredinterviews of people well versed in ERP systems presented in case study form.Alongside, it also utilizes a series of questionnaires presented in tabular form. The data wasanalyzed and linked with theory to provide answers and test assumptions. Findings: ERP systems provide their advertised benefits to a large extent. The most importantorganizational issue after implementing an ERP system is resistance to change and this issueaffects the benefits realization of the system. Finally, user’s complaints about ERP systems arevaried and include the speed of the system, support in error situations and general complexity. Conclusions: Even though it provides many benefits in business performance, an ERP system,selection and implementation in a company is a critical step. The whole process is complicated,resource consuming, takes a long time and can encounter problems. Mistakes in theimplementation cost a company more resources to fix after they happen. In this case preventionis better than cure and the best medicine.Implications and Value of research: ERP system implementation and use should bemethodically planned from the beginning to get maximum benefits realization. This is especiallyimportant in effectively managing change in an organization. In this issue, top level managersshould be aware and committed to. Suggestion for future studies: A possible research that could correlate user complaintcategories already established with age group of respondents under a global perspective.

Thesis (M.S.)--Rochester Institute of Technology, 1997. / Typescript. Includes bibliographical references (leaves 40-42).

Thesis (M. Soc. Sc.)--University of Hong Kong, 1992.

No description available.

This study sought to make a detailed discussion of state liability for police action with specific reference to the case of Minister of Police v Rabie 1986 (1) SA 117 (A). The historical development of state liability was traced from Roman-Dutch Law, through English Law up to and including South African Law. The major part of this work has been devoted to an indepth discussion of the case of Minister of Police v Rabie 1986 (1) S.A. 117 (A), which is the modern locus classicus on state liability for police action in South Africa. In this case the risk principle appears to have been expressly incorporated into South African law. This is the principle which postulates that the injured party should be compensated even if there was no fault on the part of the wrongdoer. During the course of this study a brief discussion of case law that followed the Rabie decision was also made. The risk principle adopted in the Rabie case was rejected and subjected to severe criticism, These decisions suggested the application of the traditional standard test which places emphasis on the question of whether the policeman's acts were done within the course and scope of his employment. The case of Minister of Law and Order v Ngobo 1992 (4) SA 822 (A) was even bold enough to reject the principle on the basis that it is controversial and untried. The drastic inroad made by certain sections of the Constitution of the Republic of South Africa Act 200 of 1993 into this field of study was also acknowledged. It was submitted that in the light of this new law, the members of the police force as protectors of individual rights will in future have to be carefully chosen, screened, trained and constantly supervised in order to minimise the number of claims against the state based on damages. It was finally accepted that in so far as the test for vicarious liability is concerned, the Appellate Division in Ngobo 's case has, by reverting to the application of the traditional standard test, overruled its previous decision in the Rabie case. It was submitted that an uncertainty in the law has been created by these conflicting decisions and legislative intervention is therefore warranted. / Criminal and Procedural Law / LL. M. (Administrative Law)

O cirurgião dentista é constantemente exposto a um elevado número de doenças ocupacionais. Alterações no sistema musculoesquelético são freqüentes, principalmente nos membros superiores e coluna vertebral, que podem interferir negativamente, na capacidade funcional desses profissionais. O objetivo deste trabalho é contribuir para o entendimento das doenças ocupacionais associadas ao sistema musculoesquelético relacionado à coluna vertebral dos odontólogos, durante sua atividade laboral, bem como as questões psicossociais associadas. Este documento contempla uma sequência de dois artigos sobre as condições de trabalho e desordens musculoesqueléticas relacionadas à coluna vertebral em dentistas. O primeiro apresenta uma revisão teórica sobre a atividade laboral dos dentistas, evidenciando os problemas relacionados à coluna vertebral, à carga de trabalho, aos riscos biomecânicos, às principais patologias e fatores psicossociais associados. Desta maneira, se evidenciou que estes profissionais estão sujeitos a uma alta carga de trabalho e desenvolvendo posturas que comprometem a integridade da coluna vertebral gerando dor e incapacidade para o trabalho. O segundo apresenta um método de análise e um estudo aplicado para investigar as desordens musculoesqueléticas relacionadas à coluna vertebral e fatores associados às condições ocupacionais de dentistas. Este artigo explicita as regiões da coluna vertebral mais acometida por queixas musculoesqueléticas e fatores associados. O método investigativo proposto mostrou que os problemas concernentes ao trabalho dos dentistas estão provocando dores e alterações musculoesqueléticas na região da coluna vertebral e são devidos principalmente à postura de trabalho, o esforço físico, os movimentos repetitivos e carga horária de trabalho. / The dental surgeon is constantly exposed to a large number of occupational illnesses. Alterations in the musculoskeletal system are frequent, especially in the upper limbs and spine, which can interfere negatively in the functional capacity of these professionals. The aim of this study is to contribute to the understanding of occupational diseases associated to the musculoskeletal system. Mainly those related to the spine of dentists during their work activities as well as psychosocial issues. This document includes a sequence of two articles about the working conditions and musculoskeletal disorders related to the spine of dentists. The first one presents a theoretical review about labor activity of dentists, highlighting the problems related to the spine, the workload, the biomechanical risks, the major pathologies and psychosocial factors associated. In this way, it is evidenced that these professionals are subject to a high workload and developing postures that compromise the integrity of the spine causing pain and inability to work. The second presents a method of analysis and an applied study to investigate musculoskeletal disorders related to the spine and occupational factors associated with conditions of dentists. This article explains the spinal regions most affected by musculoskeletal complaints and associated factors. The investigative method proposed, showed that problems regarding to the work of dentists are causing pain and musculoskeletal alterations in the spinal region and are due mainly to the working posture, physical effort, repetitive movements and workload.