Bakgrund och problemdiskussion: I dagens samhälle är det inte längre frågan om en organisation kommer drabbas av kris, utan frågan är snarare när och hur väl förberedd organisationen är för att kunna hantera den. Tsunamin som inträffade annandag jul 2004 var en kris av tidigare sällan skådat slag, den drabbade det svenska samhället i allmänhet och resebranschen i synnerhet. Resebranschen är starkt omvärldsberoende och dess aktörer kan aldrig vara tillräckligt väl förberedda på en kris. För att stå bättre rustad inför kommande kriser, bör organisationer efter en kris eftersträva att dra lärdomar av sina erfarenheter. Problemformuleringen för denna uppsats lyder: Hur kan researrangörer förbättra sin organisatoriska kompetens utifrån sina erfarenheter av en kris? Syftet med uppsatsen är: Att kartlägga researrangörernas arbete med crisis management och vilka delar av detta arbete som har förändrats efter Tsunamikatastrofen. Att identifiera och jämföra de olika lärdomar researrangörerna dragit till följd av Tsunamin. Att diskutera och ge förslag till hur lärandet av kriser kan tillvaratas och leda till förändringar, t.ex. i form av förbättrade rutiner i krisberedskapen och höjd kompetens i organisationerna. Metod: För vår studie har vi använt en kvalitativ forskningsansats, vårt angreppssätt är deduktivt och vi har utfört semi-strukturerade intervjuer för insamlingen av vårt empiriska material. Intervjuerna tog sin utgångspunkt i vår undersökningsmodell som påvisar hur krisförloppets faser - före, under och efter – påverkar den organisatoriska kompetensen. Urvalet av studieföretag består av researrangörerna Ving och Fritidsresor. I vår empiri kartläggs hur researrangörerna idag arbetar med crisis management och vilka delar av arbetet som förändrats efter Tsunamin. I analysen ser vi att researrangörernas krisberedskapsarbete till stora delar överensstämmer med teorierna inom området, men hur lärprocesserna skiljer sig något åt organisationerna emellan. Resultat och slutsatser av vår studie är att lärprocesser redan under krisen inleddes hos researrangörerna. Genom att åtgärda de brister som upptäcktes under Tsunamin har nya rutiner, system och arbetssätt inom vissa områden lett till förbättringar i krisberedskapen. Båda organisationerna har dragit lärdomar av det som hänt, men fokus på förändringsarbetet har för Ving legat på strukturkapital och för Fritidsresor på humankapital. Båda studieföretagen har infört krisövningar, men inte genomgående på alla nivåer. Det är först vid nästa storskaliga kris som det kommer att visa sig huruvida den organisatoriska kompetensen har ökat. / Background and rationale: In the world we live in today the question is no longer ’if’ an organization will face a crisis, but ’when’ and ’how prepared’ is the organization to deal with it. The Tsunami that happened on December 26th 2004 was a disaster of unprecedented magnitude. It had an impact on the Swedish society in general and the travel industry in particular. As the travel industry is very susceptible to impacts by external factor, its participants can never be too prepared to face a crisis. In order to be better prepared for future crisis, organizations should seek to learn from their experiences. The research question for this dissertation is: How can tour-operators improve their organizational competence by using experiences from a crisis? The aim of the dissertation is: To map the tour-operators’ crisis management work, and which parts of this work has changed as a result of the Tsunami. To identify and compare the differences in the lessons learned by the tour-operators from the Tsunami. To discuss and give recommendations on how experiences from crises can be used and lead to change, i.e. in better crisis management routines and higher organizational competence Methodology: We have used a qualitative research method in our dissertation, our approach is deductive and for the gathering of empirical data, we have made semi-structured interviews. Our research model has been the base for the interviews. Our model shows how the different phases of a crisis – before, during and after – influence organizational competence. The selected companies for our research are the tour-operators Ving and Fritidsresor. In our field study we map how the crisis management of the tour-operators is functioning today, and which parts of this work has changed as a result of the Tsunami. In our analysis we see that the tour-operators crisis management work in large parts coincides with the theories in the area, but there are differences in the learning processes of the organizations. Results and conclusions drawn from our research are that the learning processes of the tour-operators already start during the crisis. By addressing the deficiencies observed during the Tsunami, new routines, systems and work processes have improved their preparedness for crisis. Both organizations have learned, but the focus at Ving has been on structural capital and at Fritidsresor on human capital. Both have introduced crisis rehearsals, but not throughout the whole organization. Whether the organizational competence to handle a big crisis has improved will be seen as the next large crisis occurs. .

The topic of the thesis was mainly chosen, because in recent years many areas of the Czech Republic were repeatedly affected by floods of varying intensity and the police were forced to coordinate rescue and relief work with other units of the integrated rescue system (IRS). In practice performance-related police tasks were influenced by the quality of preparations (especially planning documentation) and decisions of the persons, who are entrusted with the rights and duties of coordinating the intervening units activities. At the same time no document, that deals with the issue, has been processed so far. The thesis is divided into theoretical and practical parts. The theoretical part is divided into three subsections. The first one aims to familiarize the reader with basic tasks, history, organizational breakdown and legislation governing the activities of the police. The second one examines ispecially the role of the integrated rescue system, its components, process and the role of emergency planning and related legislation. The last subchapter is devoted to crisis management, its bodies, related legislation and crisis planning. The practical part consists of a list of basic police tasks, which was created by analyzing documents prepared in the emergency and crisis planning for the capital city of Prague district. The police competences determined by the applicable effective legislation were subsequently applied to tasks of the list. The result of the above process was the finfing, which specific rules regulate the various police tasks, what specific permissions are officers abble to use to accomplish the task and where are the limits of their options. The aim of this thesis is to create a comprehensive document, that would contain the legal powers of the police and was especially useful in the practice of entities involved in the processing of emergency and crisis plans (including practical examples of the application of individual rights). In this context, there were formulated the following research questions: Suffers legislation of competencies of the Police of the Czech Republic from fragmentation (are the rights and obligations scattered in a number of legal norms)? Are police powers sufficient to perform all the tasks, which are imposed to this unit of the IRS by emergency and crisis plans processed for the capital city of Prague? The results of the thesis have shown that the legislation of the police activities is based on the amount of generally binding legal regulations, which are supplemented by internal regulations of the Ministry of Interior and the police themselves. Although the internal regulations don't have general applicability, they affect the performance of police tasks in practice as well. The fragmentation of legislation may cause an incorrect assessment of the police competencies by the bodies that are involved in emergency and crisis planning. By the coordination of the integrated rescue system activities, this documentation becomes one of the sources for decisions of incident commander or crisis management authority, resp. person standing at the head (especially the mayor or governor). In most cases these persons will not be experts in all relevant spheres and they will logically follow the documentation of the integrated rescue system, or documentation of crisis management. The quality of this documentation (or, conversely, lack thereof) will have practical impact on the success of the management of emergency events or crisis situations. Analysis of current documentation processed in the emergency and crisis planning for the capital city of Prague has shown, that most of the tasks assigned to the police corresponds to their competencies. There were also recorded some tasks that do not belong to the police competences. It involves the sorting of injured people by the START method and their transport to medical facilities by police vehicles.

This thesis deals with the school crisis plan as one of the methods to help teachers with solving situations in consequence of risk behavior of pupils. School crisis plan is a set of procedures solving risk situations which may occur in the school environment as a result of risk behaviour of pupils. The thesis is composed of five basic parts. The first four parts are theoretical. They deal with the general concept of the school crisis plan and its integration into the system of preventive action within the school risk behavior. An important part is also a description of the roles of teachers with regard to crisis situations in school and the possibility of their cooperation, which I see as one of the most crucial points of effective implementation of the crisis plan of the school. Another equally crucial point in the effective implementation of the school crisis plan are competence of teachers, which are also listed in this section of my thesis. The fifth part of the thesis deals with the practical use of school crisis plan. There are several approaches to solving specific situations that may appear in school within the risk behaviors. These procedures are shown graphically for easy orientation.

The aim of this work is to acquaint the reader with the theory of human resources management, process reengineering area and related expressions. The work identifies personal types or groups of persons involved in the process reengineering projects and availability of defined human resources on the Czech market. Theoretical knowledge is described on two real projects of process reengineering - in small and purely Czech company and in large multinational company. On these projects also participated teams of different HR composition and scale, which allow to show interesting differences. Two projects only are certainly not relevant for the sample of general conclusions, but they are very useful to demonstrate specific examples of theory in practice. In a reengineering process also occur some problems caused by the type of projects, by process maturity, but also by the composition of human resources involved in the project. Parts of this work are crisis plans too - proposals for solving these crisis situations. I believe that the progress of the project is also affected by the level of stress put on the human resources, which is found in the survey that is part of this work. The survey compares whether the effects of stress changes team roles of specific project participants, including the composition of the project team. The research results are the main contribution of this work. The basis of the research is the definition of the team roles by Belbin. The main part sof this work are the basic terms and current level of examination of this area, it also contains examples of real projects, research and crisis plans.