Abstract Since 1990, the scientific and technique are progressing fast, especially for information technique field is advancing day by day and year by year. It makes the business environment changing quickly. The advance of 3C technique, economic integration for international and blocking, global market and competition, it makes so much challenge and crisis. In highly competitive environment, ¡§speed¡¨ is based requirement. Enterprise should go through ¡§process innovation ¡§ method to progress business competitive ability and to control the market. After Internet Network is invented and developed, the management concept of ERP (enterprise resource planned), SCM ( supply chain management ) and CRM( custom relation management ) leads the full newly competitive environment. During this newly competitive environment stage, the business how to make more better competitive advantage is the subject of this study. There are two main subjects for this study: 1. Analysis the key factors for competitive advantage of steel business and set up the model of competitive ability evaluation. The index for competitive ability evaluation include¡G¡]1¡^Growth¡]2¡^Profitability¡]3¡^Financiality¡]4¡^Stability¡]5¡^Activity¡]6¡^Productivity. 2. Set up the model for process innovation of steel business. According to evaluated model, analysis and compare 14 main companies in the steel world. The 3-best competitive ability companies are: Nucor steel is first, Thyssen Krupp company is 2nd, and 3rd is China steel company. Conclusion: 1.Competitive ability of steel company is not related to company size. 2.¡§ Process Innovation ¡§ is best tool to improve the competitive ability. 3.Want to make value, it should follow the trend of age pulse and catch up it.

This report is focused on a research to find out if the Customer Relation Management (CRM) of Quicknet AB works and if their customers are satisfied with it. During this investigation I tried to see if the customers had a need for taking the CRM and use a tool called Social CRM. The report will conclude if the clients of Quicknet think that there is something that can be done in the relation between both parts and how it can be improved. At the same time I am going to build an application which relates to the problems of this report. To solve the problem I am going to do a survey which will include the CRM and also try to find out if the customers of Quicknet share the same thoughts about having a Social Customer Relation Management. Also if this survey shows what the customers think about the CRM, it could improve the relation between Quicknet and themselves.  The result from the survey showed two things. Firstly it showed that the customers had a need for manuals available when the customers can't reach the support. Also, outcomes from the survey proved that having applications for competitions or gaming would be of interest for the customers. These two answers had the most votes and are the alternatives that can help Quicknet to increase the quality of their relation with their customers. The application wasn't completed in time and there were two reasons behind that. Firstly, my own knowledge about writing PHP was not as good as I thought and secondly I experienced some technical problems with the API of Facebook. From this project I'm taking with me experience of planning the time better, to make sure to make it as effective as possible. Also, I'm now having more knowledge about PHP and MYSQL and at the same time has an interest for web development started to grow. / Denna rapport fokuserar på att finna vilken Customer Relation Management modell som Quicknet AB använder sig av och om deras kunder är nöjda med den. Vid undersökningen ska jag också se om kunderna anser att det finns ett behov av att den nuvarande CRM och applicera ett verktyg som heter Social CRM. Rapporten kommer ta fram om Quicknets kunder tycker att det finns något som kan förstärka relationen mellan bägge parterna och hur den kan förbättras. Samtidigt kommer jag att bygga en applikation som relaterar till rapportens problem För att lösa problemet kommer jag att göra en enkätundersökning som kommer att inkludera CRM och försöka att ta reda på om kunderna delar varandras åsikter om att ha ett Social Customer Relation Management. Om den här enkäten visar vad kunderna tycker om det nuvarande CRMramverket som används, kan det användas till att förbättra relationen mellan Quicknet och dem själva. Resultatet från enkäten visade två saker. Först så visade den att kunderna har ett behov av att ha manualer tillgängliga när kunden inte kan få support. Vidare så visar också enkäten att ha en applikation för tävlingar eller liknande områden är av intresse hos kunderna. Dessa två alternativ är de som kan hjälpa Quicknet att stärka kvalitén i relation med deras kunder. Applikationen blev inte klar i tid och det finns två bakomliggande anledningar till det. Den första är mina egna kunskaper om PHP var bristfälliga och för det andra så upplevde jag tekniska problem med Facebooks API. Från projektet tar jag med mig erfarenheter från att planera tiden på ett annat sätt. Detta för att kunna effektivisera arbetet i framtiden. Jag anser mig också ha fått mer kunskap inom PHP och MYSQL, där jag även har fått ett intresse av att hålla på med webbutveckling.