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En framgångsrik CRM-strategi inkluderar ofta omfattande förändringar och kräver där­för mycket engagemang och planering. CRM-system kan påverka organisationers former och mekanismer för kontroll där kontrollen exempelvis kan utgöras av verbala direktiv direkt från en överordnad till en underordnad, nedskrivna regler eller genom ett upplevt grupptryck. Intressekonflikter inom organisationer kan även komplicera organisatoriska kontrollprocesser. Tidigare studier inom forskningsområdet har identifierat ett gap i stu­dier som undersökt hur kombinationer av organisatoriska kontrollformer utformas i samband med arbete kring informationssystem. Antalet studier som har undersökt utö­vande av organisato­risk kontroll i samband med CRM-system är få och har påvisat ett behov av ytterligare förståelse för fenomenet i nya kontexter. I syfte att fylla dessa gap i forskningen under­söker denna fallstudie hur former och mekanismer av organisatorisk kontroll påverkas av CRM-system inom kundhantering- och försäljningsprocesser i en svensk organisation verksam inom fastighetsbranschen. En kvalitativ forskningsstrategi antogs som grund­läggande metod för denna fallstudie med semistrukturerade inter­vjuer som den huvud­sakliga datainsamlingsmetoden. Studiens resultat visar att CRM-system bidrar till en effektivare självkontroll. Studien visar också att organi­sationens starka värde­grund bidrar till att behovet av en aktiv tillsyn över kundhantering är låg i organi­sationen. Informella kontrollformer används mer än formella kontrollfor­mer och organi­sationens undersökta delar förlitar sig starkt på klankontroll som den främsta for­men av organisatorisk kontroll. / A successful CRM strategy often involves extensive changes and therefore requires a lot of commitment and planning. CRM systems can affect organizations' forms and mecha­nisms of control, where control can, for example, consist of verbal directives directly from a superior to a subordinate, written rules or through a perceived peer pressure. Conflicts of interest within organizations can also complicate organizational control pro­cesses. Previous studies in the research area have identified a gap in research that ex­amines how organizational control modes are combined in association with work re­lated to information systems. The number of studies that have examined the exercise of organizational control in rela­tion to CRM systems is few and has demonstrated a need for further understanding of the phenomenon in new contexts. To fill these gaps in the research, this case study ex­amines how forms and mechanisms of organizational con­trol are affected by CRM sys­tems in customer management and sales processes in a Swedish organization active in the real estate industry. A qualitative research strategy was adopted as the main method for this case study with semi-structured interviews as the main data collection method. The results of the study show that CRM systems con­tribute to more effective self-control. The study also shows that the organization's strong values ​​decreased the need for active supervision of customer management in the organization. Informal modes of control were more central than formal modes of con­trol and the surveyed parts of the organization rely heavily on clan control as the main form of organizational control.

Föreliggande uppsats behandlar hyresgästmixen i köpcentrum ur ett förvaltningsperspektiv. Förvaltning av köpcentrum skiljer sig åt från andra typer av fastighetsförvaltning. Den största skillnaden är att fastighetsägarna och hyresgästerna är beroende av varandra för att lyckas. I och med att hyresintäkterna är en viktig faktor för ett köpcentrums lönsamhet kan det konstateras att en god förvaltning kan höja värdet på fastigheten. Inledningsvis gjordes en litteraturstudie som visade att hyresgästmix, ankarbutiker och image anses vara viktiga faktorer för att skapa kundflöden och framgång för ett köpcentrum. Det finns trots detta ingen övergripande teori om hur fastighetsägare och förvaltare skall gå tillväga för att utforma en optimal hyresgästmix. Det är därför av intresse att undersöka hur förvaltare av köpcentrum arbetar med hyresgästmixen. Vi vill ta reda på om förvaltare av köpcentrum arbetar aktivt med hyresgästmixen samt vad de anser att en bra hyresgästmix ska innehålla. Vidare vill vi studera hur förvaltare arbetar med ankarbutiker och köpcentrets image. För att uppfylla syftet med vår uppsats har vi genomfört en kvalitativ studie där vi har intervjuat respondenter kunniga inom ämnet. Totalt har sex intervjuer genomförts med en representant från respektive köpcentrum som vi valt att studera. Tre av intervjuerna utfördes med respondenter ansvariga för uthyrning, två intervjuer med centrumchef och fastighetschef samt en intervju med fastighetsförvaltare. Av intervjuerna kan det konstateras att förvaltare av köpcentrum arbetar aktivt med hyresgästmixen. En god hyresgästmix ska innehålla ett brett och varierat utbud, anpassat och riktat till köpcentrets målgrupp. En god hyresgästmix kommer att skilja sig åt mellan köpcentrum, beroende på var de är belägna. Det går därför inte att fastställa en optimal hyresgästmix som är applicerbar på alla köpcentrum. Av studien framkom ett nytt och intressant synsätt inom köpcentrumförvaltning, vilket är att bygga en stad. Förvaltarna har som strategi att skapa fler anledningar för kunderna att besöka köpcentret än bara i shoppingsyfte. Konsekvensen av detta är att hyresgästmixen idag inte längre består av endast butiker, utan innefattar också andra aktörer som exempelvis vårdcentraler och kontor. Vidare kan det konstateras att förvaltare arbetar aktivt med att identifiera och inkludera lämpliga ankarbutiker i hyresgästmixen i köpcentrumen. Förvaltare anser att ankarhyresgäster är av stor betydelse för köpcentrums lönsamhet. De för med sig kundflöden som resterande hyresgäster kan dra nytta av, vilket skapar synergieffekter för köpcentret. De agerar även lockbete för nya hyresgäster till köpcentret. Vi har sett att imagen inte är någonting som förvaltare arbetar särskilt aktivt med. Den uppkommer snarare automatiskt och påverkas av butikerna, främst ankarbutikerna, och allt arbete som görs kring hyresgästmixen. Sammanfattningsvis kan det konstateras att faktorerna hyresgästmix, ankarbutiker, kundflöde och image tydligt hänger samman och påverkar varandra i flera led. Dessa faktorer är också ständigt föränderliga. / This study deals with tenant mix in shopping centers from a property management perspective. Shopping center management differs from other types of property management. The biggest difference is that the property owners and the tenants are dependent on each other to succeed. Since rental income is an important factor for a shopping center’s profitability it can be stated that good management can increase the value of the property. Initially a literature study was made, which showed that tenant mix, anchor stores and image are considered important factors in creating customer flows and success for a shopping center. Despite this, there is no overall theory about how property owners and managers should proceed to design an optimal tenant mix. It is therefore of interest to investigate how shopping center managers work with the tenant mix. We want to find out if shopping center managers work actively with the tenant mix and what they consider a good tenant mix should include. Furthermore, we want to study how managers work with anchor stores and the shopping center’s image. To fulfill the purpose of our study, we have conducted a qualitative study where we have interviewed people with knowledge within the subject. A total of six interviews were conducted with a representative from each shopping center that we chose for this study. Three of the interviews were conducted with representatives responsible for letting, two with center owner and property owner and one with a property manager. From the interviews, it can be stated that shopping center managers works actively with the tenant mix. A good tenant mix should contain a wide and varied range of supply, adapted and aimed at the shopping center’s target group. A good tenant mix will differ between shopping centers, depending on where they are located. It is therefore not possible to determine an optimal tenant mix that is applicable to all shopping centers. The study revealed a new and interesting approach within shopping center management, which is to build a city. The managers’ strategy is to create additional reasons for customers to visit the shopping center than just for shopping purposes. The consequence of this is that the tenant mix today no longer consists only of shops, but also includes other actors such as health centers and offices. Furthermore, it can be stated that managers work actively to identify and include suitable anchor stores in the tenant mix in the shopping centers. Managers believe that anchor tenants are of great importance for the shopping centre's profitability. They attract customer flows that the other tenants can benefit from, which creates synergy effects for the shopping center. They also act as bait for new tenants to the shopping center. We have also seen that the image is not something that shopping center managers work particularly actively with. Instead, it arises rather automatically and is influenced by the tenants, mainly the anchor tenants, and all the work that is done around the tenant mix. To summarize, it can be stated that the factors tenant mix, anchor stores, customer flow and image are clearly connected and affect each other in several stages. These factors are also constantly changing.

Thesis (M. Dev.) -- University of Limpopo, 2019 / This study examines the effect of asset management on social work services delivery in the Department of Social Development (DSD), Capricorn District. The aim of the study was to explore factors that lead to the mismanagement of assets in the department. For social workers to deliver services or to operate, the Department of Social Development (DSD) as the employer must ensure that infrastructure (office space and facilities), information management and technology equipment must be provided to social welfare practitioners (employees). For their effective functioning, certain basic infrastructure and equipment are needed by social welfare service practitioners, particularly social workers who are legally obliged to provide services in a particular manner. The problem of lack of resources has been also observed and that service providers who are social workers end up using their own resources in an attempt to provide service delivery and administration of their duties as social workers. The objectives of this study were to examine the state of asset management in the department; to assess the effect of asset management on service delivery; and to propose strategies that may enable the department to deal with emerging issues. The study was guided by questions such as the following: What is the current state of asset management as it relates to service delivery? How does asset management affect service delivery? What strategies may enable the department to deal with emerging issues? The study adopted the qualitative research approach to collect primary data through face-to-face semi-structured interviews. It further used thematic content analysis to analyse data. Through the use of this approach, it was noted that asset problems have a negative impact on social work service delivery. From the data collected, the study revealed that there are numerous problems that social workers come across in the process of providing services and mainly because of lack of adequate assets. These problems affect service delivery negatively, and include lack of transport; insufficient office space; and lack of furniture, computers, printers and landline or cellular phones. Social work services cannot be properly, effectively and efficiently provided without adequate asset management. The study recommends that the DSD should provide social workers with assets in order to render better service. It is important for one to know that social work services and asset management are two related entities.

Den tekniska utvecklingen går fort fram. Tillämpandet av BIM (Byggnadsinformationsmodellering) blir allt vanligare inom byggsektorn. Dock halkar förvaltningen efter i utvecklingen, i jämförelse med byggprocessens tidiga skeden, projektering- och produktionsskedet. BIM i förvaltningen är väldigt omtalad men ännu har det inte implementerats i stor utsträckning. Detta arbete handlar om att undersöka huruvida digitaliserat förvaltningen är idag samt om mjukvaran BIM 360 Ops kan vara ett effektivare alternativ. BIM 360 Ops är en mjukvara skapad av Autodesk som riktar sig in på förvaltning. Genom intervjuer med Diagona AB, Fabege, HSB, Uppsala Kommuns fastighetsaktiebolag (UKFAB), Akademiska Hus, Locum, Stockholmshem samt FastPartner, får man en inblick i hur dessa företag går tillväga i dagsläget, vilka kunskaper det finns kring BIM hos förvaltare samt vad som saknas i förvaltningen. Här analyseras programvaror som respondenterna använder sig av, för att få en större uppfattning kring arbetsgången i förvaltningen. Ett detaljerat tillvägagångssätt av mjukvaran BIM 360 Ops demonstreras för att visa hur programvaran fungerar och för att upptäcka eventuella svårigheter, fördelar samt nackdelar med programmet. Resultatet visar att ingen av de intervjuade utnyttjar BIM i förvaltningen. Företagen strävar efter att digitalisera förvaltningen, men ännu inte åstadkommit det fullständigt. Intresset för BIM i förvaltningen finns, dock har många förvaltare brist på kunskap om byggnadsinformationsmodellering. Denna studie uppmärksammar digitalisering av förvaltningsskedet och genomgår undersökning kring programvaran BIM 360 Ops som frambringar BIM i förvaltningen. / The technological development is progressing rapidly. The application of BIM (Building Information Modeling) is becoming increasingly common in the construction sector. However, the property management slips behind in the development, in comparison with the early stages of the construction process, the design and production phase. BIM in the property management stage is frequently spoken about but BIM has not yet been implemented to a greater extent. This study aims to examine how digitalized property management is at present times and if the software BIM 360 Ops can be a more efficient alternative. BIM 360 Ops is a software created by Autodesk that targets the property management stage. Through interviews with Diagona AB, Fabege, HSB, Uppsala Kommuns fastighetsaktiebolag (UKFAB), Akademiska Hus, Locum, Stockholmshem and FastPartner, an insight on how these companies are proceeding at present times, which knowledge managers have about BIM and what is lacking in the management stage is brought forward. The software which the respondents use is analyzed in order to gain a greater understanding of different workflow used in the management stage. A detailed approach of the BIM 360 Ops software is demonstrated to show how the software works and to detect any difficulties, advantages and disadvantages of the software. The result shows that none of the interviewees use BIM in the management stage. The companies strive to digitalize the management stage, but has not yet fully accomplished it. There is interest in BIM in the management stage, however, many managers lack knowledge of Building Information Modeling. This study draws attention to the digitalization of the property management stage and presents a thorough study on the BIM 360 Ops software which brings forth BIM in the management stage.

Rådande marknadssituation för lokaluthyrning är tuff. I konkurrensutsatta branscher är nöjda kunder en klar målsättning och ett måste för att överleva. Fastighetsbranschen har tidigare haft andra mål med sin verksamhet än kundnöjdhet, byggandet har varit i fokus och förvaltningsfrågorna har varit lågprioriterade. Idag är många fastighetsföretag på vägen mot att bli mer kundorienterade, det vill säga sätta kunden i fokus istället för fastigheten. Den kunddrivna fastighetsförvaltningen innebär att maximera värdet för sina hyresgäster. Genom ökade resurser på förvaltningen kan man skapa bättre relation med sina hyresgäster vilket medför många fördelar och på sikt kanske även en högre värderad fastighetsportfölj. Dock uppkommer en del ovisshet kring hur stor påverkan kundnöjdhet kan ha på fastighetsvärdet, vilket denna studie undersöker närmre. Studien utreder vilka parametrar kundnöjdhet kan komma att påverka i en fastighetsvärdering, samt hur mycket, med hjälp av markandssimuleringar för vissa antaganden. Resultatet för best case scenario blev en ökning på ungefär 10 % för en fastighet med hög kundnöjdhet kontra en med låg kundnöjdhet. Att hög kundnöjdhet påverkar fastighetsföretagens siffror verkar branschkunniga personer eniga om, dock finns tvivel på om man kan värdesätta kundnöjdhet. Man anser att kundnöjdhet är ett diffust mått och för tillfälligt för att applicera på fastigheters värde. Men då kundnöjdhet i allra högsta grad styr uthyrningsmöjlighet och hyressättning bör kundnöjdhet ändå få mer uppmärksamhet än vad det har idag, vilket studien syftar till att ge förståelse för. / This bachelor thesis focuses on the economic advantages of a service minded property management. It describes why real estate companies should invest in being more service minded with focus on the tenants instead of the buildings. The report provides an overview of possible factors that influence the property valuation when putting more resources into the service management. The customer-driven property management is about to maximize the value for the tenants and to create a stronger relationship, so you get to know their needs and can fulfill them. In return the company will increase their profitability. By adapting a cash flow method it shows that a building with higher customer satisfaction can be around 10 % more worth than a building with more unsatisfied customers, with a best-case scenario. But there are a few question marks, customer satisfaction is a very abstract and diffuse measurement. Experts say it is to temporarily to apply on the property value and further on it depends on too many considerations. Although, customer satisfaction should get more attention as it affects both the rental opportunity and the rent level. The report aims to provide a closer insight in what it means to be more customer oriented for a real estate company and that it has become more important to have a high quality management since there is a lot of competition on the rental market.

The purpose of the thesis is to describe how decisions related to investments and propertymanagement change for real estate companies with an increased interest rate, as well asbanks' lending to real estate companies.  To achieve the purpose of the study, a qualitative method was conducted through semistructured interviews with each respondent. The empirical material has interwoven with thetheoretical frame of reference. Thus, an abductive research approach has been used.  The analysis consists of interpretations of the empirical data covered by the thesis. Resultsand of the empirical data are linked to the thesis. The results of the analysis showed changesin the thesis in three areas: Changes in decisions in property management and propertyinvestments in the event of an increased interest rate situation. As well as the bank's lendingfor real estate companies in the event of an increased interest rate situation. The chapter alsoforms the basis for the thesis' later conclusions  The conclusions that have been established from studies are that real estate companies usesmany different types of security measures to minimize the sensitivity to an increased interestrate situation. In property management operations, long-term measures are taken to ensurecash flow. In the short term, it can be indirectly affected. Investment decisions are changedby re-prioritizing real estate companies' investment planning because of the returnrequirements. The conclusion for how the banks' lending changes is that lending as a wholedecrease with an increased interest rate situation. This is not due to the banks, but is about thereal estate companies finding it more difficult to meet the assessment requirements

Social sustainability is one of the three foundations in the definition of sustainable development. Despite this, there is no common overarching definition of social sustainability. Climate and environmental issues are defined and complemented by global and national agreements. The lack of a common definition of social sustainability is a result of the susceptibility of the experience of social sustainability to the local context and subjective assessments.This study focuses on commercial property companies in Sweden and their strategic work with social sustainability as an integrated part of the business. Existing research indicates that tools for strategic assessment of social sustainability are required. The purpose of this study is to develop a social sustainability framework intended to help property developers and owners to assess and manage social sustainability aspects in a systematic way. By using the framework, the intention is to increase properties social and economic value, as well as the financing opportunities for property companies.The framework is developed through an iterative process inspired by a multi-methodological approach for system development. By analysing two existing sustainability evaluation methods in combination with existing research within the field, 63 aspects for social sustainability are identified and applied into this framework. The identified aspects are divided into five categories (health and well-being, safety and security, climate and ecology, dialogue and relation and flexibility, mobility, and equality). The developed framework is applied on two existing, commercial properties located in northern Sweden. To conclude, the framework can be a strategic instrument for socially sustainable property management and development in this specific region. Further development is suggested. / <p>2023-06-13</p>

Denna studie fokuserar på balansgången mellan krav på energieffektivitet och bevarandet avkulturarv i kontexten av kulturhistoriska byggnader. Syftet är att utforska hur förvaltning ochvärdering av dessa byggnader kan påverkas av framtida energikrav, med särskild fokus på depotentiella konsekvenser som detta kan medföra för fastighetsägare, förvaltare och andraintressenter. Studien använder en kombination av en litteraturstudie samt en kvalitativ studiebaserad på semistrukturerade intervjuer med fastighetsägare och fastighetsvärderare. Decentrala fynden visar att det är utmanande att energieffektivisera kulturhistoriska byggnadertill de nivåer som krävs, samt att värderingen av sådana byggnader kräver en särskildskicklighet i att balansera subjektiva preferenser med objektiva kriterier, givet marknadensolika preferenser. Energieffektivisering av kulturhistoriska byggnader kan öka dess marknadsvärde genom attsänka driftskostnader och göra fastigheter mer attraktiva för miljömedvetna investerare.Vidare kan sådana åtgärder vara svåra att implementera utan att kompromissa medbyggnadens kulturella och historiska värde. Värderingen av kulturhistoriska fastigheterkräver därför både teknisk och kulturell expertis, samt en djup förståelse förmarknadsdynamiken. Studien identifierar ett kunskapsgap på marknaden gällande dettarelativt nya problem. Avslutningsvis betonas vikten av att navigera genom dessa komplexafrågor för att bevara vårt kulturella arv samtidigt som vi adresserar dagens utmaningar, såsombehovet av energieffektivitet och hållbarhet. / This study focuses on the trade-off between energy efficiency requirements and thepreservation of cultural heritage in the context of cultural historical buildings. The aim is toexplore how the management and valuation of these buildings may be affected by futureenergy requirements, with a particular focus on the potential consequences this may have forproperty owners, managers and other stakeholders. The study uses a combination of literaturestudy and a qualitative study based on semi-structured interviews with property owners andproperty appraisers. The central findings show that it is challenging to make heritagebuildings energy efficient to the required levels, and that the valuation of such buildingsrequires a special skill in balancing subjective preferences with objective criteria, given thedifferent preferences of the market. Energy efficiency of heritage buildings can increase their commercial value by loweringoperating costs and making properties more attractive to environmentally consciousinvestors. However, such measures can be difficult to implement without compromising thecultural value of the building. The valuation of heritage properties therefore requires bothtechnical and cultural expertise. The study identifies a knowledge gap in the market regardingthis relatively new problem. It concludes by emphasizing the importance of navigatingthrough these complex issues to preserve our cultural heritage while addressing today'schallenges, such as the need for energy efficiency and sustainability.

Property Management, one functional area within Right-of-Way offices in state transportation agencies, is responsible for managing the property acquired for highway projects. These activities are data and document intensive and efficiency for performing them would be improved through the implementation of an information management system. Because of the geospatial nature of many of these activities, geographic information systems (GIS) would increase the effectiveness of this system. A literature review and survey were conducted to understand the current state of practice for the use of GIS and information management systems in Property Management. There is no identified comprehensive system that covers all Property Management activities. An initial step in developing a geospatially-enabled enterprise-level information management system, a logical model was developed. This included developing the business process diagram, business process models, and use case models based on the principles of systems engineering using the Computer Aided Software (CASE) Enterprise Architecture. Activities that would benefit from a geospatial component have been identified and included in the models. The developed models have been validated by working with PennDOT staff. The resulting model serves as a standard template for state transportation agencies and helps conceptualize the advantages of integration and interaction with other systems, and geospatial enablement prior to investment in an information management system. / Master of Science