Esta pesquisa de tese teve como objetivos a identificação de como e por que as empresas de call center e contact center utilizam a modalidade de teletrabalho executado por teletrabalhadores em suas residências; a identificação das forças propulsoras do uso do teletrabalho, nas empresas pesquisadas; a identificação das forças restritivas do uso do teletrabalho residencial junto a estas empresas; a verificação das contribuições (ganhos e benefícios) advindas do uso do teletrabalho para os atores (empresas e teletrabalhadores) envolvidos neste processo, e a identificação das perspectivas de continuidade ou não do uso do teletrabalho residencial, nos próximos anos, pelas empresas em questão, inclusive com as razões deste posicionamento de continuidade ou não continuidade. Foram consideradas inicialmente seis empresas. No entanto, apenas quatro delas foram pesquisadas. Utilizou-se o método de pesquisa quali-quanti - uma combinação do método de estudo de caso e o método survey. As conclusões da pesquisa revelaram que o teletrabalho residencial tem sido utilizado com muito equilíbrio. As empresas, cujos casos foram estudados, representavam 92% do universo de empresas de call center e contact center, prestadoras deste serviço, por meio de teletrabalhadores residenciais deste segmento, no Brasil. As atividades mais executadas eram as típicas de call center e contact center: cobranças, televendas, pesquisas de satisfação com clientes, entre outras. As razões do uso desta modalidade, apresentadas, foram a redução de custos; o aumento da produtividade; a melhoria da qualidade de atendimento aos clientes; a possibilidade de se proporcionar melhor qualidade de vida aos teletrabalhadores residenciais e portadores de deficiência, proporcionando-lhes oportunidades de empregos com inclusão social e digital. As forças propulsoras e restritivas foram identificadas como sendo as de natureza econômica, social, legal e comportamental. As contribuições (ganhos e benefícios) obtidas pelas empresas e pelos teletrabalhadores foram identificadas como sendo as econômicas, as de qualidade de vida, as sociais, as ambientais e institucionais. Apurou-se que três das empresas, entre as quatro pesquisadas, pretendiam continuar utilizando a modalidade de teletrabalho, nos próximos anos. Uma empresa havia desistido desta continuidade, até o final desta pesquisa, e duas delas, que fariam parte do estudo, desistiram antes da coleta de dados. / This research thesis aimed to: 1) identify how and why call center and contact center companies use the method of telework performed by teleworkers in their homes; 2) identify the driving forces of telework in the surveyed companies; 3) identify the restrictive forces of residential telework of these companies; 4)verify contributions (earnings and profits) for the actors as a result of the use of telework (enterprises and teleworkers) involved in this process, and, 5) identify the process and reasons for the continuity or discontinuity of residential telework by these companies in the coming years. Six companies were initially considered. However, only four of them were surveyed. It was used the qualitative / quantitative method that combines the case study method and survey. The research findings revealed the residential telework has been used very sparingly. The companies whose cases were studied represent 92% of the population of call center and contact center providing service of this nature, by means of teleworkers in the residential segment in Brazil. The activities performed are more typical of call center and contact center, i.e., collections, telesales, customer satisfaction surveys, among others. The reasons for the use of this modality were: 1) cost reduction, 2) increasing productivity , 3) improving the quality of client service; 4) providing better quality of life for residential teleworkers with disabilities by giving them employment opportunities with social and digital inclusion. The driving and restrictive forces were identified as being of economic, social, legal and behavioral nature. The contributions (earnings and benefits) achieved by businesses and teleworkers were identified as economic,quality of life, social, environmental and institutional. It was found that three companies among the four surveyed intended to continue telework in the coming years. One company withdrew to continue with this mode at the end of this research and two that were found to integrate the objective analysis of this study withdrew before data collection.

CoordenaÃÃo de AperfeiÃoamento de Pessoal de NÃvel Superior / O presente trabalho consiste num olhar crÃtico sobre a realidade dos atendentes do call center de uma empresa de telecomunicaÃÃes cuja privatizaÃÃo, no contexto da mundializaÃÃo do capital e do ajuste neoliberal do Estado, trouxe consigo desemprego, aprofundamento das terceirizaÃÃes, precarizaÃÃo das condiÃÃes de trabalho e fragilizaÃÃo da organizaÃÃo sindical. Na condiÃÃo de terceirizados, os chamados operadores de telemarketing mantÃm instÃveis relaÃÃes de trabalho, marcadas pela subcontrataÃÃo, alta rotatividade, baixos salÃrios, discriminaÃÃo em relaÃÃo aos trabalhadores âprimeirizadosâ e desrespeito à questÃo da saÃde. Suas relaÃÃes no trabalho se estabelecem sob um tipo de gestÃo que combina modernas tecnologias de controle da produtividade com antigas formas de vigilÃncia do trabalho, baseadas na cobranÃa por resultados, pressÃo psicolÃgica, assÃdio moral e constante ameaÃa de demissÃo. Trata-se de uma categoria de âinfoproletÃriosâ formada, predominantemente, por jovens do sexo feminino, com ensino mÃdio concluÃdo e que buscam seu primeiro emprego, atraÃdos, muitas vezes, pela oportunidade de conciliar o trabalho com outras atividades, tendo em vista a jornada flexÃvel, prolongada aos fins de semana e feriados. SÃo mercadorias com curto prazo de validade, pois, com pouco tempo de uso, comeÃam a desenvolver problemas fÃsicos e psicolÃgicos, devido ao ritmo intenso e estressante de trabalho. O call center torna-se, assim, um lugar de passagem na vida dos operadores, que por ali transitam provisoriamente, atà conseguirem outra oportunidade no mercado ou serem descartados pela empresa, dificultando a formaÃÃo da identidade coletiva e debilitando a capacidade organizativa dos sindicatos. Estes Ãltimos, diante da terceirizaÃÃo e da conseqÃente fragmentaÃÃo da classe trabalhadora, assumem uma posiÃÃo cada vez mais defensiva e corporativista, recuando no discurso e nas prÃticas de oposiÃÃo à lÃgica do capital. HÃ, todavia, momentos de resistÃncia, como a greve dos operadores de telemarketing de 2007, em que a categoria manifestou seu potencial contestatÃrio e, apoiada por movimentos sociais, tentou mostrar à sociedade como funcionam os serviÃos de telecomunicaÃÃes apÃs a sua mercantilizaÃÃo: à base da exploraÃÃo intensificada do trabalho e da degradaÃÃo das condiÃÃes de vida dos trabalhadores âflexÃveisâ. FlexibilizaÃÃo significa, de fato, tornar o capital mais livre e os trabalhadores mais vulnerÃveis, expondo-os a riscos e reduzindo suas perspectivas no ânovo (e precÃrio) mundo do trabalhoâ. / This work is based on a critical approach to the reality experienced by attendants from a call center maintained by a telecommunications company whose change into a private business, when one is to consider the context of world domination by capital and the neoliberal reshaping of the State, brought unemployment, increase of third party job contracting, worsening of working conditions and weakening of labor union organizations. On their third party role, the so-called telemarketing operators exhibit work conditions on an unstable balance marked by subcontracts, high turnover, low wages, discrimination in relation to âfirst-partyâ workers and neglect of health issues. Work conditions adopted by promoting agents are shaped in such a fashion as to combine modern technology for controlling productivity and old practices of vigilance based on demanding results, levying psychological pressure, moral harassment and constant threat of dismissal. One is dealing with a category of âinfoproletariatâ formed mainly by female youngsters that have concluded high school and are in search of their first job attracted by the fact that they can work and have other activities considering flexibility of work journey that offers free weekends and holidays. Workers in this category have a short date validation, for in a very short span of time start showing signs of physical and psychological problems due to the intense pace of working. The call center becomes by force of this feature a temporary stay for operators until they find another job opportunity or are dismissed by the their employer which make it difficult the development of a collective identity which as a result reflects on the weakening of the organizational capacity of labor unions. Labor unions in face of third party practice and resulting disruption of the working class adopt a growing defensive and corporative position renouncing strong speech and practices to opposing the logic of capital. There are, however, resistance instances such as the strike staged by telemarketing operators in 2007 in which the category displayed its disputing power and, supported by social movements, tried to show to the society how the telecommunications services work following their merchandising process: by means of adopting an strengthened exploitation feature of work, and degrading living conditions of the âflexibleâ workers. Flexibility being, in fact, the process of a freer capital and more vulnerable workers who are put at risk and see their perspectives shrinking in the ânew (and precarious) world of workâ.

Esta pesquisa de tese teve como objetivos a identificação de como e por que as empresas de call center e contact center utilizam a modalidade de teletrabalho executado por teletrabalhadores em suas residências; a identificação das forças propulsoras do uso do teletrabalho, nas empresas pesquisadas; a identificação das forças restritivas do uso do teletrabalho residencial junto a estas empresas; a verificação das contribuições (ganhos e benefícios) advindas do uso do teletrabalho para os atores (empresas e teletrabalhadores) envolvidos neste processo, e a identificação das perspectivas de continuidade ou não do uso do teletrabalho residencial, nos próximos anos, pelas empresas em questão, inclusive com as razões deste posicionamento de continuidade ou não continuidade. Foram consideradas inicialmente seis empresas. No entanto, apenas quatro delas foram pesquisadas. Utilizou-se o método de pesquisa quali-quanti - uma combinação do método de estudo de caso e o método survey. As conclusões da pesquisa revelaram que o teletrabalho residencial tem sido utilizado com muito equilíbrio. As empresas, cujos casos foram estudados, representavam 92% do universo de empresas de call center e contact center, prestadoras deste serviço, por meio de teletrabalhadores residenciais deste segmento, no Brasil. As atividades mais executadas eram as típicas de call center e contact center: cobranças, televendas, pesquisas de satisfação com clientes, entre outras. As razões do uso desta modalidade, apresentadas, foram a redução de custos; o aumento da produtividade; a melhoria da qualidade de atendimento aos clientes; a possibilidade de se proporcionar melhor qualidade de vida aos teletrabalhadores residenciais e portadores de deficiência, proporcionando-lhes oportunidades de empregos com inclusão social e digital. As forças propulsoras e restritivas foram identificadas como sendo as de natureza econômica, social, legal e comportamental. As contribuições (ganhos e benefícios) obtidas pelas empresas e pelos teletrabalhadores foram identificadas como sendo as econômicas, as de qualidade de vida, as sociais, as ambientais e institucionais. Apurou-se que três das empresas, entre as quatro pesquisadas, pretendiam continuar utilizando a modalidade de teletrabalho, nos próximos anos. Uma empresa havia desistido desta continuidade, até o final desta pesquisa, e duas delas, que fariam parte do estudo, desistiram antes da coleta de dados. / This research thesis aimed to: 1) identify how and why call center and contact center companies use the method of telework performed by teleworkers in their homes; 2) identify the driving forces of telework in the surveyed companies; 3) identify the restrictive forces of residential telework of these companies; 4)verify contributions (earnings and profits) for the actors as a result of the use of telework (enterprises and teleworkers) involved in this process, and, 5) identify the process and reasons for the continuity or discontinuity of residential telework by these companies in the coming years. Six companies were initially considered. However, only four of them were surveyed. It was used the qualitative / quantitative method that combines the case study method and survey. The research findings revealed the residential telework has been used very sparingly. The companies whose cases were studied represent 92% of the population of call center and contact center providing service of this nature, by means of teleworkers in the residential segment in Brazil. The activities performed are more typical of call center and contact center, i.e., collections, telesales, customer satisfaction surveys, among others. The reasons for the use of this modality were: 1) cost reduction, 2) increasing productivity , 3) improving the quality of client service; 4) providing better quality of life for residential teleworkers with disabilities by giving them employment opportunities with social and digital inclusion. The driving and restrictive forces were identified as being of economic, social, legal and behavioral nature. The contributions (earnings and benefits) achieved by businesses and teleworkers were identified as economic,quality of life, social, environmental and institutional. It was found that three companies among the four surveyed intended to continue telework in the coming years. One company withdrew to continue with this mode at the end of this research and two that were found to integrate the objective analysis of this study withdrew before data collection.

The ongoing Fourth Industrial Revolution fundamentally changes the world of work. Recent technological innovations have a significant impact on global economy, all areas of the national economy and on our everyday life. This diploma thesis deals with these impacts on the labour market in connection with the advancing trend of automation and digitization of work. Discussion on the future development of the revolution is in the sphere of expertise highly polarized. Versions that represent a negative view of the issue include image of massive job replacement, lack of talent and the rise of socio-economic and other inequalities. On the other hand, there are concepts that emphasize the positive impact on the labour market. The aim of this diploma thesis is to classify the trends in the working relations through the comparison of these two opinion streams and the systematic arrangement of the arguments presented by them. The final part addresses the context of the Fourth Industrial Revolution in the Czech Republic. KEY WORDS the Fourth Industrial Revolution, automation, digitization, future of work, labour market, flexibility at work, new trends in employment

Work–life balance is one of the most central issues and concerns for 21st century societies, and according to the American Psychological Association balancing work and family is one of the major challenges for the current generation of employees. Helping employees balance their work and family life is viewed as a social and business imperative since work–life imbalance experienced by employees negatively impacts on employers and society as a whole. Evidence from a study of international employers indicates significant increases in the implementation and use of workplace flexibility, more commonly known as flexitime, as a work–life balance policy. Research into the use and implementation of flexitime within South Africa is limited, especially with regard to the aspects that influence the use of flexitime as well as the associated benefits, challenges and consequences for both South African employees and organisations. Consequently, organisations are left to design, implement and manage their own flexitime policies, with very little information or guidance available to ensure employee and organisational benefit. In this study, a qualitative research design with an exploratory approach was used to explore and describe employees? perceptions regarding the implementation of flexitime. A non–probability purposive, voluntary sample of 15 participants was taken from the offices of an international auditing and consulting organisation located in Johannesburg. Data was collected by means of semi–structured individual interviews and the verbatim transcripts were analysed by means of content analysis. Seven themes were extracted from the interviews, namely: variations in the use of flexitime; factors influencing the use of flexitime; challenges relating to the use of flexitime; perceptions regarding the use of flexitime; required aspects for the effective use of flexitime; consequences relating to the use of flexitime; and the benefits resulting from the use of flexitime. Organisations should be made more aware of the individual as well as organisational benefits, challenges and consequences of flexitime as highlighted in this research. When implementing such policies, specific required aspects for the effective use of flexitime should be taken in consideration. Organisations interested in successfully implementing flexitime for the benefit of both the employee and organisation are advised to consider the findings of this study and take heed of the critical findings presented. Efforts should be made to accommodate employee preferences regarding their use of flexitime. Organisations should be alert to the potential challenges, consequences and negative perceptions surrounding flexitime and, consequently, the importance of ensuring that prerequisites or those aspects required for the implementation of flexitime are in place and perceptions relating to the policy are managed. / Thesis (M.Com. (Industrial Psychology))--North-West University, Potchefstroom Campus, 2011.

Work–life balance is one of the most central issues and concerns for 21st century societies, and according to the American Psychological Association balancing work and family is one of the major challenges for the current generation of employees. Helping employees balance their work and family life is viewed as a social and business imperative since work–life imbalance experienced by employees negatively impacts on employers and society as a whole. Evidence from a study of international employers indicates significant increases in the implementation and use of workplace flexibility, more commonly known as flexitime, as a work–life balance policy. Research into the use and implementation of flexitime within South Africa is limited, especially with regard to the aspects that influence the use of flexitime as well as the associated benefits, challenges and consequences for both South African employees and organisations. Consequently, organisations are left to design, implement and manage their own flexitime policies, with very little information or guidance available to ensure employee and organisational benefit. In this study, a qualitative research design with an exploratory approach was used to explore and describe employees? perceptions regarding the implementation of flexitime. A non–probability purposive, voluntary sample of 15 participants was taken from the offices of an international auditing and consulting organisation located in Johannesburg. Data was collected by means of semi–structured individual interviews and the verbatim transcripts were analysed by means of content analysis. Seven themes were extracted from the interviews, namely: variations in the use of flexitime; factors influencing the use of flexitime; challenges relating to the use of flexitime; perceptions regarding the use of flexitime; required aspects for the effective use of flexitime; consequences relating to the use of flexitime; and the benefits resulting from the use of flexitime. Organisations should be made more aware of the individual as well as organisational benefits, challenges and consequences of flexitime as highlighted in this research. When implementing such policies, specific required aspects for the effective use of flexitime should be taken in consideration. Organisations interested in successfully implementing flexitime for the benefit of both the employee and organisation are advised to consider the findings of this study and take heed of the critical findings presented. Efforts should be made to accommodate employee preferences regarding their use of flexitime. Organisations should be alert to the potential challenges, consequences and negative perceptions surrounding flexitime and, consequently, the importance of ensuring that prerequisites or those aspects required for the implementation of flexitime are in place and perceptions relating to the policy are managed. / Thesis (M.Com. (Industrial Psychology))--North-West University, Potchefstroom Campus, 2011.

The ongoing Fourth Industrial Revolution fundamentally changes the world of work. Recent technological innovations have a significant impact on all areas of the national economy and on our everyday life. This diploma thesis deals with these impacts on the labour market in connection with the advancing trend of automation and digitization of work. Discussion on the future development of the revolution is in the sphere of expertise highly polarized. Versions that represent a negative view of the issue include image of massive job replacement, lack of talent and the rise of social inequality. On the other hand, there are concepts that emphasize the positive impact on the labour market. The aim of this diploma thesis is to classify the trends in the working relations through the comparison of these two opinion streams and the systematic arrangement of the arguments presented by them. The final part addresses the context of the Fourth Industrial Revolution in the Czech Republic. KEY WORDS the Fourth Industrial Revolution, automation, digitization, future of work, labour market, flexibility at work, new trends in employment

CAVAIGNAC, Mônica Duarte. Relações de trabalho e relações no trabalho na lógica capitalista contemporânea: um olhar sobre atendentes do call center de uma empresa de telecomunicações. 2010. 327f. – Tese (Doutorado) – Universidade Federal do Ceará, Programa de Pós-graduação em Sociologia, Fortaleza (CE), 2010. / Submitted by Márcia Araújo (marcia_m_bezerra@yahoo.com.br) on 2013-10-21T12:44:18Z No. of bitstreams: 1 2010-TESE-MDCAVAIGNAC.pdf: 2574823 bytes, checksum: 71ba7345338010aeb7c1a75a766fe809 (MD5) / Approved for entry into archive by Márcia Araújo(marcia_m_bezerra@yahoo.com.br) on 2013-10-21T13:34:19Z (GMT) No. of bitstreams: 1 2010-TESE-MDCAVAIGNAC.pdf: 2574823 bytes, checksum: 71ba7345338010aeb7c1a75a766fe809 (MD5) / Made available in DSpace on 2013-10-21T13:34:19Z (GMT). No. of bitstreams: 1 2010-TESE-MDCAVAIGNAC.pdf: 2574823 bytes, checksum: 71ba7345338010aeb7c1a75a766fe809 (MD5) Previous issue date: 2010 / This work is based on a critical approach to the reality experienced by attendants from a call center maintained by a telecommunications company whose change into a private business, when one is to consider the context of world domination by capital and the neoliberal reshaping of the State, brought unemployment, increase of third party job contracting, worsening of working conditions and weakening of labor union organizations. On their third party role, the so-called telemarketing operators exhibit work conditions on an unstable balance marked by subcontracts, high turnover, low wages, discrimination in relation to “first-party” workers and neglect of health issues. Work conditions adopted by promoting agents are shaped in such a fashion as to combine modern technology for controlling productivity and old practices of vigilance based on demanding results, levying psychological pressure, moral harassment and constant threat of dismissal. One is dealing with a category of “infoproletariat” formed mainly by female youngsters that have concluded high school and are in search of their first job attracted by the fact that they can work and have other activities considering flexibility of work journey that offers free weekends and holidays. Workers in this category have a short date validation, for in a very short span of time start showing signs of physical and psychological problems due to the intense pace of working. The call center becomes by force of this feature a temporary stay for operators until they find another job opportunity or are dismissed by the their employer which make it difficult the development of a collective identity which as a result reflects on the weakening of the organizational capacity of labor unions. Labor unions in face of third party practice and resulting disruption of the working class adopt a growing defensive and corporative position renouncing strong speech and practices to opposing the logic of capital. There are, however, resistance instances such as the strike staged by telemarketing operators in 2007 in which the category displayed its disputing power and, supported by social movements, tried to show to the society how the telecommunications services work following their merchandising process: by means of adopting an strengthened exploitation feature of work, and degrading living conditions of the “flexible” workers. Flexibility being, in fact, the process of a freer capital and more vulnerable workers who are put at risk and see their perspectives shrinking in the “new (and precarious) world of work”. / O presente trabalho consiste num olhar crítico sobre a realidade dos atendentes do call center de uma empresa de telecomunicações cuja privatização, no contexto da mundialização do capital e do ajuste neoliberal do Estado, trouxe consigo desemprego, aprofundamento das terceirizações, precarização das condições de trabalho e fragilização da organização sindical. Na condição de terceirizados, os chamados operadores de telemarketing mantêm instáveis relações de trabalho, marcadas pela subcontratação, alta rotatividade, baixos salários, discriminação em relação aos trabalhadores “primeirizados” e desrespeito à questão da saúde. Suas relações no trabalho se estabelecem sob um tipo de gestão que combina modernas tecnologias de controle da produtividade com antigas formas de vigilância do trabalho, baseadas na cobrança por resultados, pressão psicológica, assédio moral e constante ameaça de demissão. Trata-se de uma categoria de “infoproletários” formada, predominantemente, por jovens do sexo feminino, com ensino médio concluído e que buscam seu primeiro emprego, atraídos, muitas vezes, pela oportunidade de conciliar o trabalho com outras atividades, tendo em vista a jornada flexível, prolongada aos fins de semana e feriados. São mercadorias com curto prazo de validade, pois, com pouco tempo de uso, começam a desenvolver problemas físicos e psicológicos, devido ao ritmo intenso e estressante de trabalho. O call center torna-se, assim, um lugar de passagem na vida dos operadores, que por ali transitam provisoriamente, até conseguirem outra oportunidade no mercado ou serem descartados pela empresa, dificultando a formação da identidade coletiva e debilitando a capacidade organizativa dos sindicatos. Estes últimos, diante da terceirização e da conseqüente fragmentação da classe trabalhadora, assumem uma posição cada vez mais defensiva e corporativista, recuando no discurso e nas práticas de oposição à lógica do capital. Há, todavia, momentos de resistência, como a greve dos operadores de telemarketing de 2007, em que a categoria manifestou seu potencial contestatório e, apoiada por movimentos sociais, tentou mostrar à sociedade como funcionam os serviços de telecomunicações após a sua mercantilização: à base da exploração intensificada do trabalho e da degradação das condições de vida dos trabalhadores “flexíveis”. Flexibilização significa, de fato, tornar o capital mais livre e os trabalhadores mais vulneráveis, expondo-os a riscos e reduzindo suas perspectivas no “novo (e precário) mundo do trabalho”.

Som en del av den pågående reformeringen av Arbetsförmedlingen lanserades under våren 2020 en ny matchningstjänst på svensk arbetsmarknad, tjänsten Kundval Rusta och Matcha (KROM). Handledarna är anställda på privata företag och arbetar för att coacha de som är inskrivna på KROM-tjänsten. Syftet med denna studie är att skapa ökad förståelse för de förutsättningar som KROM-handledarna har i sitt arbete. Studiens har undersökt förutsättningar för åtta handledare som är anställda i fem olika externa leverantörer, det vill säga privata företag som levererar KROM-tjänsten. Studiens bygger på personliga förutsättningar samt interna förutsättningar. För att besvara studiens syfte användes en kvalitativ ansats med semistrukturerade intervjuer. Studien använde ett hermeneutiskt förhållningssätt och tillämpade deduktiv ansats. Resultatet visar att handledarna har nästan likadana förutsättningar när det gäller coachning erfarenheter och färdigheter. Handledarna använder sig av GROW-modellen i sin coachningsmetod och med en tro på egen intuition och tysta kunskap. Resultatet visar att handledarna upplever att ett stort socialt nätverk ökar handledarnas möjlighet att hjälpa deltagarna till en få en anställning. Resultaten visar att de interna/organisatoriska förutsättningarna för varje handledare är olika där en del handledare upplever att de inte har tillräckliga förutsättningar angående lärandet och kompetensutveckling. Även gällande feedback finns det variation vissa handledare upplever att de får tillräckligt feedback och återkoppling av sin chef och en del önskar mer feedback på sin prestation. Resultatet visar också att samtliga handledarna upplever stort flexibilitet och arbetsfrihet i sitt yrke. / As part of the ongoing reform of the Swedish Public Employment Service, a new matching service was launched in the Swedish labor market in the spring of 2020, the Kundval Rusta och Matcha (KROM) service. The supervisors are employed by private companies and work to coach those who are registered in the KROM-service. The purpose of the study is to create an understanding of the conditions that the supervisors have in their work. The study has examined the conditions of eight supervisors who are employed by five different external suppliers, ie private companies that supply the KROM-service. The study is based on personal conditions as well as internal and external conditions. To answer the purpose of the study, a qualitative approach was used, and semi-structured interviews were conducted. The study used a hermeneutic approach and applied a deductive approach. The results show that the supervisors have almost the same conditions when it comes to coaching experience and skills, the supervisors use the GROW-model in their coaching method and use their strong intuition and tacit knowledge. The results show that the supervisors experience that a wide social network increases the supervisors' ability to help KROM-participants to find a job easily. The results show that the internal / organizational conditions for each supervisor are different, some supervisors experience that they do not have good enough conditions regarding learning and competence development, some supervisors experience that they receive sufficient feedback from their manager, some have lesser conditions and strives for more feedback on their performance. The results also show that all supervisors experience great flexibility and freedom of work in their occupation.

The core concern of my thesis is with shifting the focus from the description on how innovation is done (predominantly STS accounts of innovation in-the-making) to what designers do with conceptions of innovation. The thesis is based on ethnographic fieldwork within a group of interaction designers of Milan. Despite the different conceptions and traditions of innovation that these designers bring in – the artistic and technological ones – I observed that a design-centered conception of innovation is reproduced, as well as the idea that plans and intentions precede things. However, another key idea of my fieldwork is the importance designers give to imagining things as they might be, rather than focusing on how things are. This is where different models of action, planned and open ones coexist in creative ways: it is these processes that the ethnography details.