Kommunerna i Stockholms läns nordöstra del har börjat med ett projekt för att fler flyktingar snabbare skall nå en högre självförsörjningsgrad och delaktighet i samhället. Syftet var att undersöka hur nordostkommunerna analyserar och bedömer nyanlända flyktingars kompetens samt söka finna ut hur de kan förbättra sina verktyg för analys och bedömning. Kvalitativ metod har använts och sju intervjuer har genomförts. Av resultatet framkom att nordostkommunerna arbetar med kompetenskartläggning informellt och med yrkesbedömning genom tre månader praktik på arbetsplats. Men de saknar instrument och verktyg som kan vara ett stöd att nå projektets ändamål. Utifrån den lästa litteraturen och en kompletterande intervju med en annan kommun inom Stockholms län, redovisas flera modeller och verktyg som kan användas för kompetensanalys. Min förhoppning är att undersökningens faktaunderlag kan bli ett underlag för utvecklingsarbete i kommunerna. / The municipalities in Stockholm County's northeast has begun with a project to make more refugees faster to reach a greater independence and participation in society. The aim was to investigate how the Northeast municipalities analyze and assess newly arrived refugees skills and try to find out how they can improve their tools for analysis and assessment. Qualitative methodology was used, and seven interviews have taken place. Results show that the North East local authorities are working with skills mapping with professional and informal assessment in three months of training in the workplace. But they lack the tools and instruments that can be an aid to achieve the project purpose. Based on the literature read and an additional interview with another municipality in Stockholm County, presented several models and tools that can be used for skills analysis. My hope is that the survey's facts could be a basis for development work in the municipalities.

A study on skills among healthcare workers investigates how healthcare workers use skills in difficult caring contexts, aiming to describe how practical knowledge is employed in decision making in occuring situations. The dialogue seminar method, with it’s elements of reading and writing to explore practical knowledge, was used to gather information. Contributing healthcare workers represent a multiplicity of experiences and perspectives. Their narratives on caring dilemmas are presented and used as framework for the study. The author creates an analogy between caring dilemmas and performing knowledge in professional art work. The narratives of the healthcare workers has been arranged in a documentary composition and on several occasion presented to a wider audience in order to make a reality-check on the study’s conclusions. The study shows how terms from professional art work such as presence, interpretation and reflexive techniques are useful in understanding skills of healthcare workers. The investigation also points out problems related to the inability of healthcare organizations to comprehend and acknowledge the practical dimension of healthcare workers skills. The study has been carried out within the KTH Advanced Programme for Reflective Practice presented at www.dialoger.se. / QC 20100823

Si lors de l'introduction des éoliennes dans le paysage de Midi Pyrénées, les acteurs des politiques destinées à développer les énergies renouvelables étaient plutôt novices quant à leur mise en oeuvre, cela a bien changé à l'heure du photovoltaïque. Les conflits et difficultés qu'ils ont expérimentés dans la réalisation de projets d'éoliennes (contestation), de bois énergie (prégnance des industriels du bois), ou de photovoltaïque (préservation des terres agricoles), leur ont permit de se forger une expérience qui les a peu a peu mené à une autre perception des enjeux inhérents. Les coalitions menées au départ de ces politiques entre les experts techniques et les acteurs publics se délient peu à peu et de fait traduisent l'inscription de ces derniers sur le chemin de l'autonomie. Divisée entre différents type de savoirs, les ressources qui permettent cette progressive indépendance des acteurs publics face à ceux émanant des sphères scientifiques et techniques, ne sont pour autant pas réductibles à cette même dimension technique. En effet, la connaissance des référentiels locaux mais aussi celle relative à l'ingénierie des projets font peu à peu concurrence aux savoirs techniques. Une évolution qui modifie finalement le système institutionnel dans lequel émerge les énergies renouvelables. La dynamique, mais aussi les éléments qui composent ce dernier, changent au fil de l'expérimentation des acteurs, ce qui se traduit finalement par l'émergence d'une nouvelle réalité. C'est la mise en perspective de ce processus sur l'ensemble des départements de Midi Pyrénées et concernant les trois types d'énergies renouvelables qui feront l'objet de notre attention dans cette thèse. Nous constaterons via les différences existantes entre les territoires considérés et les similarités prenant forme parmi les trois secteurs étudiés, que les politiques publiques, si elles sont le résultat d'interactions entre des acteurs, des ressources, des règles et des discours, résultent également des caractéristiques du territoire dans lesquels elles s'inscrivent ainsi que de l'action d'acteurs intermédiaires.

I en förändrad försvarsmakt där officerarna inte längre alltid har störst erfarenhet förändras också relationerna mellan soldaterna och officerarna. Erfarna soldater innebär att officeren måste förändra sitt sätt att instruera, leda, trupputbilda och truppföra. Hur tar soldaterna emot den kunskap som lärs ut av officeren? Gör det skillnad ifall officeren gjort utlandstjänst? Syftet med denna uppsats är att utifrån Försvarsmaktens nya organisation bestående av anställda soldater skapa förståelse för anställdas soldater tillit till officerare med och utan erfarenhet av utlandstjänst. Enkätundersökning nyttjades som tillvägagångssättet för att undersöka huruvida soldater känner mer tillit till officerare som gjort utlandstjänst och i så fall varför, 79 soldater från olika förband valde att svara på enkäten. Resultatet visade att tilliten till officerare som gjort utlandstjänst är högre och att personliga egenskaper i större grad än faktorn sakkunskap påverkade ökningen av tillit avseende utlandstjänstgöring. / The Armed Forces has changed and the officers are no longer always the most experienced. This is changing the relations between the soldiers and the officers. Experienced soldiers means that the officer must change the way they instruct and lead. Does the soldiers learn when the officer teaches? Does it make a difference if the officer have served abroad? The purpose of this paper is that by the Swedish Armed Forces new organization composed of professional soldiers investigate soldiers trust in officers with respect to the officers experience of serving abroad. A questionnaire survey was used to reach an answer to the question whether the soldiers feel more trust in an officer whos served abroad and in that case why. 79 soldiers from various units chose to answer the survey. The results showed that trust increases for officers who served abroad. The factor refered to as “personal haracteristics” were identified as the lead factor rather than the factor “expertise” in affecting trust linked to overseas service.

Que reproche-t-on aux experts? Selon la littérature scientifique sur le sujet, la crise de l'expertise semble généralisée. Parmi ses symptômes, on note l'abus de pouvoir des experts dans la prise de décision et leur perte de légitimité. Cela s'explique, notamment par le recours accru aux experts dans le cadre de procédures afin d'éclairer les décisions publiques complexes et par l'émergence de controverses dont le fort degré d'incertitudes face aux risques encourus rend d'autant plus ardue la tâche aux experts. Cette impasse s'insère dans le contexte plus large de la remise en cause de la prise de décision rationnelle qui suppose que les bonnes décisions sont fondées sur des faits provenant de détenteurs de savoirs spécialisés. Face à ce problème, plusieurs reconfigurations des relations entre les experts, le politique et les citoyens sont proposées. Ces modèles sont toutefois constitués selon des visions parfois aprioriques de ce que devraient être le rôle des experts. Nous privilégions donc de retourner la question en nous intéressant au point de vue des participants dans le cadre de procédure de prise de décision. Plus spécifiquement, ce mémoire porte sur l'étude du cas de la controverse du prolongement de l'autoroute 25 entre les villes de Laval et de Montréal, présenté devant la population par le Ministère des Transports du Québec en 2005. Récemment dans la région de Montréal, plusieurs controverses concernant des projets de transport ont émergé, signe de l'érosion de la décision rationnelle. Les controverses constituent un indice de l'incapacité des modes usuels à répondre à de nouveaux enjeux, ce qui illustre la pertinence d'étudier le rôle des experts dans ces situations. Ce mémoire explore, selon une posture inductive, les perceptions des acteurs par rapport aux experts mandatés afin de mieux cerner la crise de l'expertise dans un contexte précis et par conséquent, participe à la réflexion sur le rôle de l'expert et de la science dans la prise de décision. Pour ce faire, une analyse documentaire a été réalisée pour ancrer le projet à l'étude dans son contexte et une analyse lexicométrique des mémoires déposés par les participants aux consultations tenues par le Bureau d'audiences publiques sur l'environnement a été accomplie. À la lumière de nos analyses, on constate que la controverse du prolongement de l'autoroute 25 révèle principalement une crise de la décision publique. La crise de l'expertise semble davantage un appel à l'ouverture à d'autres acteurs et à d'autres connaissances dans les processus de prise de décision. Plusieurs participants réclament une légitimité qui ne provient ni de l'ordre scientifique ni du pouvoir politique. En raison du mode de réalisation du projet, soit une entente de partenariat public-privé, plusieurs enjeux d'expertise ont été évacués des consultations publiques. Cette particularité nous a permis de constater que l'expert est un élément essentiel au débat public. Selon ce constat, nous croyons qu'un regard plus approfondi s'impose sur les procédures qui encadrent le recours aux experts en vue de leur changement. ______________________________________________________________________________ MOTS-CLÉS DE L’AUTEUR : experts, expertise, controverse, prise de décision, science, évaluation environnementale, transport, autoroute 25

The aim of this study is to combine the various concepts, in the field of SME in service based industry, being developed independently by researchers. The goal is to provide a comprehensive overview on the rules and interactions of the involved factors. An investigation of the influence of corporate image and relationship quality on customer loyalty, among SMEs in the banking sector, is carried out. The moderating role of switching barrier is investigated. Furthermore the background variables, affecting relationship quality and corporate image, are investigated. This provides a deeper understanding on how customer loyalty is achieved. Such a deeper understanding on achieving customer loyalty can be regarded as a competitive tool especially in the banking sector with many financial providers and the products being alike. This article is based on 335 valid questionnaires returned from SME customers established in Sweden. The negative impact of Switching barrier on customer loyalty indicates that switching barrier should be avoided thus it decreases customer loyalty and does not have a moderating role. Instead focus should be put on delivering high professionalism which will contribute to higher level of relationship quality and positive perception of corporate image. This, in turn, will eliminate the moderating role of switching barrier and lead to customer loyalty.

An influential theory of chess skill holds that expertise in chess is not due to greater depth of search by experts but, rather, to the ability to recognize familiar patterns of pieces. Although there is evidence that experts search deeper than non-experts, the data are not consistent. In this thesis, I propose “key-position theory” which states that only in a small number of key positions is it necessary to search deeply and it is these positions that experts search deeper than non-experts. Study 1 found, consistent with key-position theory, that the distribution of moves times is extremely skewed with some moves taking much longer than others. This pattern was more pronounced for the stronger players. Study 2 found that the errors made by weaker players involved less search than the errors made by stronger players. These findings suggest that search is an important component of chess expertise.

Recent tourism marketing development has highlighted the importance of customer participation. Owing to experience-seeking and use of internet, customers start to behave themselves as value co-creators, which offers greater opportunities for service providers and benefit customers themselves as well. Therefore, this study aims to identify the factors that contribute to customer participation and examine how customer participation effects relationship marketing in the tourism sector. The author proposes a model, in which communication, customer expertise, affective commitment and interactional justice are assumed to increase the extent to which customers participate in the service delivery. Furthermore, customer participation may increase customer satisfaction and loyalty. A survey was conducted based on travel agency service. In total 152 people who had experience working with travel agency participated in the survey. The testing results showed that the model is fully supported. Firstly, all antecedents, including communication, customer expertise, affective commitment and interactional justice, relate positively to customer participation. Secondly, customer participation enhances customer satisfaction and loyalty. Meanwhile, customer satisfaction has a positive effect on customer loyalty. Thus, the findings provide managers in the tourism with valuable insights that firms can increase their competitive advantage through enhancing customer participation.

Modern computer-aided design (CAD) systems have contributed significantly towards product development cycle time reduction and product quality improvement. To enhance the performance of CAD systems engineers must be able to create CAD models of conceptual designs quickly; at the same time CAD models must be easy to alter, so as to accommodate the rapid changes that the design undergoes through the lifecycle. However, there is no agreement in the way CAD models should be created to accomplish these goals. This work attempts to assess the effects of incentives on CAD model attributes during model creation and alteration; the effects of CAD model attributes on alteration are also investigated. Its aim is to derive prescriptions based on empirical evidence to improve CAD model creation and alteration efficiency. The CAD models under study are created by three sets of participants – students from a junior level CAD course, students from a senior level CAD course and experienced engineers involved in product development activities. The participants are incentivized to create and alter CAD models of designs they are provided with. The results indicate that upon removal of incentives, engineers (both students and professionals) tend to compromise on proper modeling procedures. Experts are quicker and adhere to commonly agreed correct modeling procedures during CAD model creation and alteration than students. The results also indicate that it is beneficial for alteration to construct a model with several simple features as opposed to a few complex features and that these features be fully constrained. Maintaining the traditional feature sequence improves the perception of the model. The retention and alteration of features (as opposed to deletion) is also shown to be positively correlated with model perception ratings.

The key to successful leadership today is influence, not authority. However in order to be successful in influencing others, a manager must be able to know what their subordinates think. With the knowledge of subordinate¡¦s perceptions, managers can perfect their use of influence tactics and then be able to easily perform influence on others. One of the most important aspects that can influence perspectives is culture. In Hofstede¡¦s (1980) study it was found that Chinese societies are high in power distance and can be classified as collective societies. This is the result of Confucianism, which spreads values of social order and harmony. In this society, relationships are extremely important. Another characteristic of the Chinese is that they are elitists, and have a deep-rooted belief that education can raise a person to higher levels in society, thus we can see the importance of having expertise. Because of the high power distance which implies inequality and love of power, and collectivity which implies the difference in treatment between in-group and out-group members, it can be inferred that the Chinese tend to have Machiavellian personality. Thus we can see that the three main factors that influence the acceptableness of different influence tactics are expertise, relationships and Machiavellianism. The purpose of this study is to examine influence tactics from the subordinate¡¦s perspective, and to explore the relationship between expertise, personal relationships, Machiavellianism and influence strategies. The results show that (1) the closeness of the relationship is the most important factor to consider when choosing influence tactics, the closer the relationship, the more tactics one can use, both hard and soft tactics would be acceptable, (2) If the manager is known as having expertise, it would be best to use soft tactics, however subordinates will also accept hard tactics from managers who have a higher education level, (3) there was no significant relationship between influence tactics and Machiavellianism.