Forskningsfråga: Hur styr stora svenska företag, inom konsumentmarknaden, medarbetarna för att uppnå önskad kundnöjdhet? Syfte: Syftet är att förstå och jämföra hur stora svenska företag, inom konsumentmarknaden, styr medarbetare för att uppnå önskad kundnöjdhet. Studien genomförs ur ett mellanchefsperspektiv på företag som har fokus på kundservice. Metod: Studien är en kvalitativ fallstudie, där datainsamlingsmetoden består av intervjuer och observationer. Resultatet från intervjuerna analyseras genom LOC och vår egen analysstruktur. Slutsats: Studien visar på att en kombination av Simons (1995) fyra styrsystem används av chefer inom alla tre företag för att uppnå önskad kundnöjdhet. Det går att arbeta med kundnöjdhet på många olika vis vilket gör att användningen av styrsystemen skiljer sig åt. Det ena styrsystemet utesluter inte det andra utan kombineras ofta för att uppnå önskad kundnöjdhet. Studien resulterar därför i att chefer på alla tre företag kombinerar styrsystemen men lägger större fokus på ett av dem.

This study addressed the use of benefit levers to develop a guide for an operational plan for spread of best practices in the health system of South Africa. Using the best evidence to inform practice is the cornerstone of quality patient care. Besides uptake and implementation, spreading best practices is crucial as this provides more patients with evidence-informed care and to improve practice and health (care) outcomes. However, spread of best practices is not always effectively done. An example includes Kangaroo Mother Care (KMC) as this best practice is translated for practice and implemented on a limited scale; spread to the whole system seems to be problematic. Various factors can be used to facilitate the spread of best practices. Edwards and Grinspun identified four benefit levers which create the tipping point towards successful adoption, implementation and spread of evidence: alignment, permeation plans, leadership for change, and supporting and reinforcing structures. However, little is known about these benefit levers and it remains unclear what the use of benefit levers for system-wide spread would entail, specifically for other contexts as the model (including the benefit levers) has never been operationalised (Edwards & Grinspun, 2011:19). The overall aim of this study entails therefore the development of a guide for an operational plan, formulating the use of benefit levers in the spread of best practices. To achieve this aim the following objectives for this study were set: 1. To explore and describe characteristics of benefit levers to facilitate spread of best practices. 2. To develop a guide for an operational plan to use benefit levers for the spread of best practices. This study was embedded in the postmodern paradigm, whereby the systems theory was used as a theoretical framework. The first objective was achieved by two steps. Firstly, an integrative literature review of concept clarification of the four benefit levers was done. Secondly, semi-structured individual interviews were conducted with key informants from a variety of levels of the health system involved in the spread of KMC in South Africa. Findings were used to achieve objective two. A draft guide for an operational plan was developed, based on the findings of the individual interviews. A logic model was used as format. This guide was refined by experts using the Delphi technique. The Delphi involved two rounds. From the feedback of the first round of the Delphi, a logic model which provides a graphic outlook of the guide, was suggested and refined in the second round, together with the guide. Further, after the Delphi, a template useable for practice was derived from the guide. The guide, logic model and template could help organisations or departments planning to spread best practices in a certain context (e.g. South Africa), to develop an operational plan, where these benefit levers are considered. This is crucial as currently best practices (such as Kangaroo Mother Care) are often not spread on a system-wide basis to improve practice. The guide will therefore be made accessible to health care workers and researchers in South Africa Finally, conclusions were drawn, the research was evaluated, limitations were identified and recommendations were formulated for nursing practice, education and research. Overall, it can be concluded that for effective spread of best practices the benefit levers alignment, permeation plans, leadership for change and supporting and reinforcing structures are required. Further, specifically regarding the objectives and steps of this study the following conclusions can be made: • Literature/studies about leadership for change and supporting and reinforcing structures was found, but regarding alignment and permeation plans, limited rigorous literature was found (Objective 1 – Step 1). • Key informants involved in the spread of a specific best practice (Kangaroo Mother Care) could see the value of benefit levers used for the spread of best practices in the South African health system (Objective 1 – Step 2). • Benefit levers were found useful for development of a guide for an operational plan to spread best practices. This guide will be made accessible to be used by healthcare organisations and departments in South Africa (Objective 2 – Steps 1 and 2). / Thesis (PhD (Nursing))--North-West University, Potchefstroom Campus, 2013

This study addressed the use of benefit levers to develop a guide for an operational plan for spread of best practices in the health system of South Africa. Using the best evidence to inform practice is the cornerstone of quality patient care. Besides uptake and implementation, spreading best practices is crucial as this provides more patients with evidence-informed care and to improve practice and health (care) outcomes. However, spread of best practices is not always effectively done. An example includes Kangaroo Mother Care (KMC) as this best practice is translated for practice and implemented on a limited scale; spread to the whole system seems to be problematic. Various factors can be used to facilitate the spread of best practices. Edwards and Grinspun identified four benefit levers which create the tipping point towards successful adoption, implementation and spread of evidence: alignment, permeation plans, leadership for change, and supporting and reinforcing structures. However, little is known about these benefit levers and it remains unclear what the use of benefit levers for system-wide spread would entail, specifically for other contexts as the model (including the benefit levers) has never been operationalised (Edwards & Grinspun, 2011:19). The overall aim of this study entails therefore the development of a guide for an operational plan, formulating the use of benefit levers in the spread of best practices. To achieve this aim the following objectives for this study were set: 1. To explore and describe characteristics of benefit levers to facilitate spread of best practices. 2. To develop a guide for an operational plan to use benefit levers for the spread of best practices. This study was embedded in the postmodern paradigm, whereby the systems theory was used as a theoretical framework. The first objective was achieved by two steps. Firstly, an integrative literature review of concept clarification of the four benefit levers was done. Secondly, semi-structured individual interviews were conducted with key informants from a variety of levels of the health system involved in the spread of KMC in South Africa. Findings were used to achieve objective two. A draft guide for an operational plan was developed, based on the findings of the individual interviews. A logic model was used as format. This guide was refined by experts using the Delphi technique. The Delphi involved two rounds. From the feedback of the first round of the Delphi, a logic model which provides a graphic outlook of the guide, was suggested and refined in the second round, together with the guide. Further, after the Delphi, a template useable for practice was derived from the guide. The guide, logic model and template could help organisations or departments planning to spread best practices in a certain context (e.g. South Africa), to develop an operational plan, where these benefit levers are considered. This is crucial as currently best practices (such as Kangaroo Mother Care) are often not spread on a system-wide basis to improve practice. The guide will therefore be made accessible to health care workers and researchers in South Africa Finally, conclusions were drawn, the research was evaluated, limitations were identified and recommendations were formulated for nursing practice, education and research. Overall, it can be concluded that for effective spread of best practices the benefit levers alignment, permeation plans, leadership for change and supporting and reinforcing structures are required. Further, specifically regarding the objectives and steps of this study the following conclusions can be made: • Literature/studies about leadership for change and supporting and reinforcing structures was found, but regarding alignment and permeation plans, limited rigorous literature was found (Objective 1 – Step 1). • Key informants involved in the spread of a specific best practice (Kangaroo Mother Care) could see the value of benefit levers used for the spread of best practices in the South African health system (Objective 1 – Step 2). • Benefit levers were found useful for development of a guide for an operational plan to spread best practices. This guide will be made accessible to be used by healthcare organisations and departments in South Africa (Objective 2 – Steps 1 and 2). / Thesis (PhD (Nursing))--North-West University, Potchefstroom Campus, 2013

Approved for public release; distribution is unlimited. / Fleet Readiness Center Southwest has embraced integration of personnel and processes from Aircraft Intermediate Maintenance Departments and Naval Aviation Depots supporting Naval Aviation Maintenance. This transformation marks a change in Naval Aviation Maintenance history and will align Fleet Readiness centers with the Naval Enterprise vision. As civilian and military personnel begin working side-by-side, orientation, communnication, and process relationships are being redefined to combine the previous infrastructure of two organizations under one roof. The new relationsships are designated to be comparable to the aviation maintenance industry's business structure to leverage opportunities for growth as well as sustainability for the industry. The authors analyzed new-employee orientation, personnel integration and communication processes to determine their effectiveness to convey FRCSW's vision and efforts for integration.

Bakgrund: Många chefer upplever svårigheter i att motivera sina medarbetare. Detta framkommer framförallt i större organisationer eftersom de behöver ta hänsyn till flera individer med olika behovssystem som behöver tillfredsställas för att de ska känna sig engagerade och motiverade. För att motivera medarbetarna, har det blivit allt vanligare att organisationer använder sig av sin styrning. Hur styrningen används påverkar däremot medarbetarnas motivation. Under de senaste decennierna har organisationers struktur och strategi även genomgått en stor förändring. Vid detta, har intresset bland forskare att studera Simons konceptuella modell levers of control ökat. För att sedan studera motivation kommer jag att använda mig Herzbergs tvåfaktorsteori om motivations-och hygienfaktorer. Syfte: Vad finns det i Simons (1995) styrsystem för stöd för att motivera och engagera medarbetarna? Metod: För att besvara forskningsfrågan och syftet, har jag gjort en fallstudie på PostNords paketterminal. En kvalitativ forskningsmetod har används med en kombination av intervjuer, dokument och deltagande observationer. Slutsats: Studiens resultat tyder på att alla systemen är väsentliga för antingen motivations-eller hygiensfaktorerna. Värderingssystemet kan man hitta i dem båda men funkar bättre till stöd för motivationsfaktorerna än vad det gör för hygienfaktorerna. Gränskapande systemet funkar endast till stöd för hygienfaktorerna. I det diagnostiska och interaktiva styrsystemet finns det delar som både funkar och ej funkar som stöd för både motivations-och hygienfaktorerna, utifrån PostNords styrning.

Projektledare har inte möjlighet att styra projektet utan att koppla in andra aktörer från början och måste förhålla sig till begränsningar inom omfattning, tid och ekonomi Projektledare styr med projektplaner för att senare kunna följa upp utfallet. Förtätningsprojekten kontrolleras och följs upp under genomförandet för att hålla tidplaner och budget för projektet. Projektledare gör ekonomiska efterkalkyler för att mäta resultaten samt utvärderarprojektet i helhet. Resultatet av denna studie visar på att projektledare styr projektorganisationen vid förtätningsprojekt med hjälp av faser för att få en tydlig struktur på projektets omfattning.

Studien syftar till att skapa djupare förståelse för hur implementering av hållbarhet kan se ut i en organisation genom att undersöka hur olika styrverktyg utformas och används under styrprocessens olika skeden. Fallstudien har genomförts med en kvalitativ metod i form av semistrukturerade intervjuer och medverkande respondenter har inblick i verksamhetens hållbarhetsarbete. Vid analys av det insamlade materialet användes Robert Simons (1995) teori Levers of Control samt studiens analysmodell som utgångspunkt. Resultatet visar att organisationen använder en kombination av olika styrverktyg vid implementering av hållbarhet i verksamheten. Vidare framkommer det att organisationens hållbarhetsmål fick olika genomslagskraft baserat på om initiativet uppkommit internt eller externt. Det mest intressanta fyndet är hur dessa styrverktyg är fördelade under styrprocessen. Ju längre i styrprocessen man kommer desto färre styrverktyg och medel verkar organisationen ha till förfogande. Resultatet från den föreliggande studien är av vikt för organisationen, samt för forskare och övriga aktörer som har ett intresse för förhållandet mellan organisationsstyrning och hållbarhet.

The purpose of the study is to gain an understanding of and analyze how a municipality can control the new construction of a district that has not previously been regulated by a detailed planned area. This was investigated based on a new construction in the district Ranagård, which is located in Halmstad municipality. The area has not been planned in detail and has a vision of being a sustainable district, where the main focus is om social aspects in the form of reduced segregation and design of the area. How the management has been has been analyzed based on both Halmstad municipality ́s and the developer ́s perspective. Furthermore, the extent to which the municipality ́s governance can be conveyed down to the developers and how they deal with this governance internally is examined. The study is based on two main theories, firstly Robert Simon ́s levers of control, which is a control model that is divided into four different aspects of control. These are belief system, boundary system, diagnostic control system and interactive control system. The second theory on which this study is based is how strict or loose the control of a management control system (MCS) can be and what incentives there are for this. By connecting the given theories, an analysis model was created that examined the municipality ́s use of the various aspects of Simon ́s levers of control and how these aspects were used strictly or loosely within the Ranagård project. Using a deductive approach, semi-structured interviews were constructed as the qualitative method. All four respondents were experienced in the construction industry, three of whom work as clients of the Ranagård project. The Fourth respondent is a municipal development engineer who is this study represents Halmstad municipality ́s governance together with the Future Plan 2050 and the plan description available in Ranagård. The result shows that Halmstad municipality has governed with all of the different aspects from Simons levers of control, and this has affected the developer ́s freedom to implement their internal governance. The result also shows that in the Ranagård project, all aspects of Simons levers of control worked in synergy.

Det finns flera incitament för företag att implementera en hållbarhetsstrategi. Styrning är ett verktyg för att implementera en strategi, då styrning kan förvandla intentioner till handlingar i praktiken. Studien syftar till att ge ökad förståelse för hur en organisations styrning av hållbarhetsstrategin får genomslag hos mottagarna i praktiken i form av strategiska aktiviteter. Det är av betydelse för att förstå om styrningen leder till konsekvenser och förverkligas hos mottagarna. Studien utfördes genom en kvalitativ fallstudiedesign, där ett fallföretag studeras utifrån ledarperspektiv och mottagarperspektiv. Perspektiven analyserades utifrån Simons (1995) ramverk Levers of Control, där ledarperspektivet analyserades utifrån hållbarhetsstyrningen och mottagarperspektivet utifrån strategiska aktiviteter. Resultatet visade att styrsystemen i Simons (1995) ramverk förverkligas i olika utsträckning, där de möjliggörande styrsystemen förverkligades mer än de begränsande styrsystemen. Slutsatsen är att de styrsystem som används mest av ledarna har påvisat strategiska aktiviteter hos mottagarna, vilket understryker styrningens betydelse för att omsätta strategi till praktik.

Submitted by FÁBIO LUIZ ANDRADE (fabioluizandrade@uol.com.br) on 2016-06-27T16:41:17Z No. of bitstreams: 1 ALAVANCAS DO CORPO HUMANO.pdf: 3431682 bytes, checksum: d414ab3da1cbc6400d98e1993857da8b (MD5) / Approved for entry into archive by Juliano Benedito Ferreira (julianoferreira@reitoria.unesp.br) on 2016-06-28T19:33:05Z (GMT) No. of bitstreams: 1 andrade_fl_me_prud.pdf: 3431682 bytes, checksum: d414ab3da1cbc6400d98e1993857da8b (MD5) / Made available in DSpace on 2016-06-28T19:33:05Z (GMT). No. of bitstreams: 1 andrade_fl_me_prud.pdf: 3431682 bytes, checksum: d414ab3da1cbc6400d98e1993857da8b (MD5) Previous issue date: 2015-12-18 / Coordenação de Aperfeiçoamento de Pessoal de Nível Superior (CAPES) / Essa dissertação evidenciou conceitos da Física – Alavancas, que se inter-relacionam com os da Biologia, os quais explicam o funcionamento de algumas funções do corpo humano. Estes foram abordados de forma interdisciplinar, por meio de aulas teóricas e práticas, com atividades de experimentação, para que dessa forma os alunos possam assimilar melhor os conceitos complexos que as alavancas proporcionam e saibam identificá-los no dia a dia. Para tanto é fundamental que o aluno compreenda os princípios da Física no estudo do movimento humano; estabelecendo relações entre sistemas esquelético muscular a as alavancas, ao construir alavancas que apresentem movimentos similares aos principais grupos ósteo – musculares de um braço do corpo humano. / In this work we tried to address concepts of physics - levers, which are interrelated with those of Biology, which explain the operation of some functions of the human body. These will be addressed in an interdisciplinary way, through theoretical and practical lessons, with experimentation activities, so that way students can better grasp these concepts and know how to identify them on a daily basis. For this it is essential that the student understands the principles of physics in the study of human movement; establishing relationships between muscular skeletal systems the levers, to build levers that exhibit similar movements to the main osteo groups - muscle of a human body arm.