I studien undersöktes hur det dagliga ledarskapet inom offentliga verksamheter tar sig uttryck i relation till det offentliga styrningsidealet samt hur detta kan förstås i relation till chefsnivå. Studien tog sitt stöd ur teoretiska aspekter i form av vårt offentliga etos, styrning ledning och chefsnivåer. Studien har genomförts med semistrukturerade kvalitativa intervjuer där det målstyrda urvalet bestod av fyra institutionella chefer samt fyra administrativa chefer. Resultatet påvisa tendenser till både likheter och skillnader vad gäller arbetet med styrningsideal inom offentlig förvaltning i förhållande till chefsnivå. Detta diskuteras och kan förstås genom att det råder olika logiker beroende chefsnivå. Bifynd upptäcktes även i form av att arbetet med styrningsideal kan bero på vilken verksamhetspraktik organisationen verkar inom. Slutsatsen är således att arbetet med styrningsideal är komplext inom offentliga verksamheter men där demokrativärden generellt tenderar att vara det primära. / The purpose of this study is to explore the daily leadership within public administration concerning control ideas and how it can be understood and seen from a managerial level. The thesis bases its conclusions on theoretical aspects such as our public ethos, control management and managerial level. The thesis derives from eight semi-structured qualitative interviews which of the goal-oriented selection consists of four institutional managers and four administrative managers. The result of the study identifies trends such as similarities and differences in terms of control ideas within public administration concerning the managerial level. Furthermore, the results are discussed and can be understood in terms of that different logics are depending on managerial level. The thesis also finds incidental findings which are that control ideas also can depend on which business internship it operates within. The study concludes that the work with governance ideals is a complex topic within public administrations however, democratic values tend to be the primary focus.

Introduction. This thesis intends to examine and problematize a phenomenon that, until now, has not been the subject of research: the use of temporary employment agencies in Swedish public libraries. The aim of the study is to investigate how the motives for using temporary employed library staff can be understood in relation to two potentially conflicting institutional logics: the market-liberal oriented New Public Management (NPM) logic and the professional library logic. Furthermore, the study aims to examine how these two logics are used as a means of obtaining legitimacy. Theory & Method. The theoretical underpinnings of the study are new institutional theory, and the research method is document analysis. The study’s empirical material consists of public documents, which have been processed through a qualitative thematic content analysis. By focusing on one specific organization - The City of Stockholm public libraries (Stockholms stadsbibliotek) - the investigation is carried out as a case-study. Results & Analysis. Six main themes have been identified: resource efficiency, flexibility, open libraries, competence, stability and administration. All themes contain expressions of both institutional logics. Legitimacy is obtained partly through the NPM logic and in relation to cost efficiency, partly in relation to the professional and democratic principles of the library logic. Thus, both logics are applied to justify the use of temporary employment agencies. Conclusion. The studied documents contain a relatively stable dynamic between the NPM logic and the library logic. Contrary to what some new institutional theorists have argued, the study’s results indicate that multiple logics may be able to coexist within an organizational field. The explanation for the coexistence of these logics might be that they share certain aspirations and perceptions, for example the perception of the library users and administrative work.   This is a two years master’s thesis in Library and Information Science.

Bakgrund: Tillisbaserad styrning och ledning (TBSL) har under de senaste årenkommit att bli allt mera populärt. TBSL kan ses som en motreaktion till kritiken mot dentidigare rådande styrfilosofin New Public Management (NPM). Dessvärre finns det enavsaknad av empiriskt material som studerar hur införandet av TBSL har påverkatstyrningen inom olika delar av den offentliga sektorn. På grund av skolans komplexastyrning och kritiken som lyfts mot NPM inom just skolan identifierats det som ettintressant område för studien. Syfte: Syftet med detta arbete är att kartlägga förändringar i styrningen av enorganisation vid införandet av styrfilosofin TBSL. Vi vill skapa en ökad förståelse förhur styrfilosofier relaterar till varandra vid styrförändringar. Arbetet ämnar även attskapa en förståelse för hur offentlig sektor arbetar med förtroende internt. Metod: Studien har genomförts på Nacka gymnasium där flera anställda inom bådelärarkåren och skolledningen har intervjuats. Studien är således en fallstudie och haräven använts sig av flertalet styrdokument för skolan. Vidare har studien använt sig aven kvalitativ forskningsansats och de intervjuer som utförts har varit semistrukturerade. Slutsats: Studien identifierar tendenser av både NPM och TBSL i den nuvarandestyrningen för Nacka gymnasium. Det framkommer även att Nacka gymnasiumanvänder sig av samtliga sju principer för TBSL i varierande utsträckning. Tydligast ärprinciperna tillit, handlingsutrymme, kunskap och öppenhet som är en central del avstyrningen. Införandet av TBSL har i viss mån påverkat styrningen av skolan, även ompåverkan på en operativ nivå är marginell. Litteraturen målar upp NPM och TBSL somtvå vitt skilda styrfilosofier i teorin, men i praktiken är de förenliga och styrningen är tillstor del densamma. Grunden och syftet med filosofierna, att effektivisera verksamheten,är densamma medan skillnaden ligger i TBSLs fokus på tillit och den kulturellastyrningen kontra NPMs fokus på främst den formella styrningen. / Background: Trust based management has during the last years gained attention inpublic sector. Trust based management can be seen as a counter-reaction to New PublicManagement (NPM). There is a lack of empirical studies conducted about this topic withdifferent agencies of the public sector. Due to the complexity within public schoolmanagement and the raise of criticism against the use of NPM in school managementmakes this area interesting to study. Purpose: The purpose of this study is to map out the changes within the the managementduring a management reform. With this study we want to contribute to expanding theknowledge how different management philosophies relate to each other during amanagement reform. The study also tries to understand how public sector can work withtrust within the organization. Method: This study has been conducted at Nacka gymnasium where multiply teachersand members of the board of the school has been interviewed. The study shouldtherefore be considered as a case study and uses multiply internal documents to be ableto understand the organization. The study has been using a qualitative research approachand the conducted interview has been semi-structed. Conclusion: The study identifies tendencies of both NPM and trust based managementin the current management of Nacka gymnasium. It also appears that Nacka gymnasiumuse all of the seven criteria’s for trust based management in different levels. The mostnoticeable criteria’s is trust, room of action, knowledge and openness. The reforms havemade some changes to the management but we didn’t find any evidence for that thereform has made any significant changes in the everyday work task. In the literatureNPM and trust based managements is portraited as vastly different, but in reality the twomanagement philosophy’s can be seen as quite similar. The foundation of the twophilosophy’s, which is to make an organization more efficient, are the same but thedifference consists of that trust based management mainly focus on trust and culturemanagement rather than formal control as NPM does.

The reforms that were implemented in the early 1990s changed the way the Swedish school system worked and how it was governed. This sparked a debate in whether this was beneficial for the equality of the education. The debate regarding the Swedish school system has been never ending since the start and implementation of New Public management reforms that swept through Swedish politics in the late 1980 and the 1990s. The discourse regarding the issues created by the implementation of these reforms and the impact of NPM in this area will be discussed an analyzed in this essay. The essay aims to explain and analyze the impact New public management, decentralization and its reforms has had on the equality of the Swedish education and the discourse it has created.

I föreliggande uppsats studeras tillämpningen av Customer Relationship Management i svenska statliga myndigheter, med särskilt fokus på berörd personals uppfattningar om CRM-system. Undersökningar kring ämnet har tidigare verkställts i bland annat Västeuropa och USA och i dessa studier har tonvikt lagts på hur verksamhetens effektivitet har påverkats av CRM, men inga undersökningar av liknande slag har ägnats åt svenska myndigheter. För att genomföra en sådan studie, inriktad mot svenska förhållanden, har semistrukturerade intervjuer med CRM-kunniga personer på 7 stycken svenska myndigheter genomförts. Undersökningen är baserad på en fenomenografisk forskningsansats och ett antal olika teorier har tillämpats för att kunna tolka det empiriska underlaget från intervjuerna. Teorierna som kommer att beröras gäller Customer Relationship Management, New Public Management, Kritik mot NPM, De fyra E:na, Kunder/klienter, Kommunikationsstrategier, Tillit, Organisationsförändringar/motstånd samt Isomorfism. Analysen har tagit stöd av dessa teorier, varigenom undersökningen har kunnat genomföras från ett allsidigt perspektiv. En slutsats som dragits efter genomförd analys är att respondenterna upplevde att CRM-system har en avsevärd potential att effektivisera de berörda myndigheternas verksamhet. En annan är att det finns ett behov av CRM-forskning inriktad mot svenska myndighetsförhållanden, eftersom dessa på många sätt skiljer sig från de som råder i utlandet. / In the present essay, the application of Customer Relationship Management in Swedish government agencies is studied, with a particular focus on the perceptions of the personnel concerned with CRM systems. Research on the topic has previously been carried out in, among other places, Western Europe and the USA, and in these studies emphasis has been placed on how the business's efficiency has been affected by CRM, but no research of a similar kind has been carried out in Sweden. In order to conduct such a study focused on Swedish conditions, semi-structured interviews with 7 Swedish government authorities have been carried out. The investigation is based on a phenomenographic research approach and a number of different theories have been applied in order to interpret the empirical data. Those to be invoked concern Customer Relationship Management, New Public Management, Criticism of NPM, The four E's, Customers/clients, Communication strategies, Trust, Organizational changes/resistance and Isomorphism. The subsequent analysis has been supported by these theories, whereby it has been possible to carry out the investigation applying an all-round perspective. A conclusion drawn from the analysis was that the respondents felt that CRM systems have considerable potential to streamline the operations of the relevant authorities. Another is that there is a need for CRM research aimed at Swedish government authorities, as these differ in many ways from those that prevail abroad.

The purpose of the essay is to study why and how the Swedish Transport Administration has applied quality management and service design. This study applies the institutional theory and theory behind New Public Management. Total Quality Management and service design are used as study objects. A qualitative method with an abductive approach has been used. The authors use primary and secondary data, which have been collected through semi-structured interviews and (final) reports from the Swedish Transport Administration. According to the employees and (final) reports, The Swedish Transport administration was motivated to apply quality management due to faults in the facilities, and service design due to lack of railway descriptions. The Swedish Transport Administration's quality management work takes place, among other things, through the four-step principle, the project model and ISO standards when working on railways. The Swedish Transport Administration works with service design from an outside and in perspective, to understand its customers and to create successful outcomes in the organization. This is done by, among other things, introducing service maps and creating value for customers. / Syftet med uppsatsen är att studera varför och hur Trafikverket har tillämpat kvalitetsstyrningsarbete samt tjänstedesignarbete. Denna studie tillämpar den institutionella teorin och teorin bakom New Public Management. Total Quality Management och tjänstedesign används som studieobjekt. En kvalitativ metod med en abduktiv ansats har använts. Författarna använder sig av primär-och sekundärdata, vilka har samlats in genom semistrukturerade intervjuer samt (slut)rapporter från Trafikverket. Enligt de anställda och (slut)rapporterna, motiverades Trafikverket till att tillämpa kvalitetsstyrning på grund av fel i anläggningarna och tjänstedesign på grund av bristande järnvägsbeskrivningar. Trafikverkets kvalitetsstyrningarbete sker bland annat genom fyrstegsprincipen, projektmodellen och ISO standarder vid arbete på järnväg. Trafikverket arbetar med tjänstedesign utifrån ett utifrån- och in perspektiv, för att förstå sina kunder och skapa framgångsrika utfall i organisationen. Detta genom att bland annat införa tjänstekartor och skapa värde för kund.

Denna studie syftar till att utforska fenomenet tillitsbaserad styrning inom den offentliga sektorn. Detta med avseende på vilka konkreta styrmodeller som utgör den tillitsbaserade styrningens styrverktyg, samt huruvida detta fenomen inkluderar några andra relevanta aspekter relaterade till styrning. Avsikterna bakom den tillitsbaserade styrningen handlar mycket om att åtgärda sådana negativa bieffekter som den New Public Management-inspirerade styrningen, med sin betoning på mål- och resultatstyrning, ansetts medföra. Dessa bieffekter handlar till stor del om att ökade krav på rapportering och kontroll medfört en administrativ börda, som inneburit att den offentliga sektorns medarbetare tvingats lägga mycket av sin tid på administrativa sysslor. Med hjälp av den tillitsbaserade styrningen, och dess betoning på tillit, ömsesidighet och medborgarfokus, har regeringen därför haft för avsikt att reformera styrningen av den offentliga sektorn. Samtidigt som den tillitsbaserade styrningens avsikter är goda, kan det anses finnas en osäkerhet kring vilka styrmodeller som egentligen utgör dess styrverktyg. I uppsatsen genomförs därför en kvalitativ dokumentstudie av idé- och idealtypsanalytiskt slag, i vilken relevanta dokument från regeringens Tillitsdelegation analyseras. Detta med stöd av styrningsteori som utgår från New Public Management och fyra idealtypiska styrdoktriner, som anses relevanta för den svenska kontexten. Studiens resultat visar att mål- och resultatstyrningen har en central roll som styrmodell även inom den tillitsbaserade styrningen, men i en modifierad form där målen är mer övergripande, långsiktiga och kvalitativa. Den tillitsbaserade styrningen innebär också en ökad betoning på nätverksstyrning och brukarstyrning, samt en strävan efter balans mellan värdena tillit och kontroll. / The purpose of this study is to explore the phenomenon of trust-based governance in the public sector. This regarding which governance models constitute the governance tools of trust-based governance, and whether this phenomenon includes any other relevant aspects related to governance. The intentions behind trust-based governance are largely about addressing negative side effects of the kind of governance that has been inspired by New Public Management, with its emphasis on management by objective. These side effects are largely due to the fact that increased requirements for reporting and documentation entailed an administrative burden, which has meant that public sector employees have been forced to spend a lot of time on administrative tasks. With the help of trust-based governance, and its emphasis on trust, reciprocity and civic focus, the Government has therefore intended to reform the governance of the public sector. Although trust-based governance has good intentions, it can be considered that there is uncertainty about which governance models actually constitute its governance tools. In the essay, a qualitative document study of an idea and ideal type analytical kind is therefore carried out, in which relevant documents from the Government´s Delegation of Trust-Based Governance are analyzed. This is supported by governance theory based on New Public Management and four ideal typical governance doctrines, which are considered relevant to the Swedish context. The results of the study show that that management by objective has a central role as a governance model also in trust-based governance, but in a modified form where the goals are more overall, long-term and qualitative. Trust-based governance also means an increased emphasis on network governance and user governance, as well as an effort to balance the values of trust and control.

This bachelor’s thesis is about the reregulation of the Swedish pharmacy monopoly that occurred in July 2009. The study is examining the intentions of the reregulation, the Swedish pharmacy market as it is today and if there seems to be a correlation between these. The theory used for the study is the policy process and it serves as a way for the reader to gain a deeper understanding of the process between the preparations of the decision, and the evaluation of the solution that was implemented.  Through a policy analysis and by looking at documents carried out by government authorities the analysis lifts the intentions of the reregulation by interpreting its goals. By reading evaluating documents regarding the reregulation, it is possible to create a perception of the pharmacy market today. In the discussion the question regarding the correlation between these two is brought up and looked at. The result of the study shows that the outcome of the reregulation is not fully correlating to the intentions that was once written in preparing material for the decision. The reregulation was looking for efficiency, availability, lowering costs and creating a safe drug use for the costumers. After looking at the combined material not all goals have been achieved to its fullest.

The purpose of this study was to increase the knowledge of how social workers who work with support in daily living (SIDL) view their professional role, their work assignments and the obstacles and possibilities in their work. This study aims to answer what social workers within SIDL do in their work and how they view their role, what obstacles and possibilities they face, what the organizational conditions look like as well as how they experience SIDL has changed over time. Data was collected through 6 semi-structured interviews with social workers who work with SIDL. The interviews were inductively analyzed. New Public management (NPM) was later applied as a theoretical framework to better understand the results. Five themes have been identified: the shell of SIDL, the core of SIDL, a catch-all service, work environment and top-down management within the organization. The result of this study shows that pedagogy and flexibility are some of the core elements in SIDL, and that NPM is not compatible with these core elements. The results also indicate a stronger presence of NPM as governing logic over time.

Den här uppsatsen behandlar hur New Public Management (NPM) påverkat skolverksamheten i Borås stad.. Syftet med uppsatsen är att undersöka hur skolans verksamhet har påverkats av NPM och uppsatsen bygger på tidigare forskning om NPM i skolverksamhet i Sverige men även i andra delar av världen. Uppsatsen utgår från teorin om de sju NPM-doktrinerna skrivna av Christopher Hood. Information om New Public Management i skolverksamheten inhämtades genom semistrukturerade intervjuer med rektorer och vicerektorer. Det har intervjuats sex stycken rektorer eller vicerektorer totalt för denna uppsats. De som har intervjuats jobbar på skolor runt om i Borås Stad, både på privata och offentliga skolor. Respondenternas svar kodade sin i kategorier. Kategorierna bildade senare underrubrikerna i resultatdelen. Dessa underrubriker var förstelärare, konkurrens, prestationsmätning, ekonomisk återhållsamhet, detaljstyrning och allmän förändring. I resultatdelen skrivs det om respondenternas upplevelser med NPM. Utfallet i analys diskussionen var att teorin och den tidigare forskningen stämmer väl överens med det respondenterna berättat. I slutsatsen så bekräftades uppsatsens huvudfynd vilket var fynden om ekonomisk återhållsamhet, konkurrens och förstelärare. Uppsatsen har bidragit med nya fynd inom handlingsutrymme och konkurrens. Uppsatsens praktiska bidrag riktade sig främst till Borås stad men uppmanade även andra aktörer att ta plats på skolmarknaden. Offentliga verksamheter i Borås stad behöver vara mer medvetna om att NPM påverkar skolans arbete till en gradd är detaljstyrningen har en påverkan på skolans beslutsfattande. Vidare så har prestationsmätning och dokumentation påverkat skolan i en större grad där det är mycket viktigare än innan att dokumentera allt som pågår inom skolverksamheten och eleverna. Men generellt så har utvecklingen av NPM och kommunaliseringen inte varit så negativ som den har förklarats tidigare. Den största negativa aspekten av NPM är en ekonomisk återhållsamhet som ser att skolorna är fulla men att det inte finns tillräckligt många lärare, där varenda skola berättat om att de gärna hade velat anställa fler lärare. Aspekter som förstelärare tagit emot och varit något som varenda skola har höjt som något positivt. Tips på vidare forskning inom ämnet är framför allt en jämförelse mellan olika kommuner, för att kunna se likheter och skillnader i hur de olika kommunerna fungerar. / This essay covers how New Public Management (NPM) has influenced the schools in the municipality of Borås. The purpose of the essay is to examine how the school operation has been influenced by NPM and thees say is based on previous research about NPM in schools in Sweden as well as other parts of the world. The essay emanates from the theory about the seven NPM-doctrines written by Christopher Hood. The information about New Public Management in schools was collected by semi-structured interviews with principals and vice principals. A total of six principals or vice principals have been interviewed for this essay. Those who have been interviewed work at schools in and around Borås, both public and private schools. The respondents’ answers were coded into categories. The categories were later made into subheadings in the result section of the essay. These subheadings were first teacher, competition, performance measurement, economic restraint, detail management and general change. In the results part it is written about the respondents’ experiences with NPM. The outcome of the discussion analysis was that the theory about the previous research is consistent with the information the respondents gave. In the conclusion  the main discovery of the essay was confirmed and this was the discoveries about economic restraint, competition and first teacher. The essay has contributed with new discoveries in competition and the room for action. The essay's practical contributions were mainly directed towards Borås but it also urged other operations to take place on the school market. Public operations in Borås need to be more aware that NPM influences the schools to a degree where detail management has influence over the decision making in the schools. Furthermore, the performance measurement and the documentation has influenced the school to a higher degree where it is much more important than before to document everything that is going on within the schools and with the students. The development of NPM and the municipalisation has generally not been as negative as it has previously been explained. The biggest negative aspect of NPM is an economic restraint that makes the schools full but with a lack of teachers, where every school has said that they would really want to hire more teachers. Aspects such as first teacher has been received and is seen by every school as something positive. Suggestions for further research within the subject is foremost a comparison between different municipalities to be able to see similarities and differences in how the different municipalities function.