Made available in DSpace on 2017-07-10T16:05:03Z (GMT). No. of bitstreams: 1 ELAINE PEINADO.pdf: 1967613 bytes, checksum: bcf243373aee2203b6c2b2f554452c4d (MD5) Previous issue date: 2016-03-15 / This study aims to determine the effect of intellectual capital and its components on business performance in a pharmaceutical manufacturing company. The theoretical framework consists of aspects of the intellectual capital, segregated into human, structural and relational capital, and business performance considered the financial dimensions, internal and process. A single case study was quantitative approach in a pharmaceutical manufacturing company with extensive intellectual capital. Data collection was conducted through a questionnaire and the data were analyzed with descriptive statistics and application of structural equation modeling (Partial Least Square - PLS). The survey results consisted of a structural model with explanatory power of the dependent variable organizational performance of 72.4%. It found a significant direct association between the human and structural capital and between structural capital and relational, and a significant direct association between relational capital and performance and the increase in the explanatory power of the structural model with the inclusion of interactions between components intellectual capital. It follows from these results, the relevance of the company performing the holistic management of intellectual capital, since it is a key element in managing business performance. However, the survey coverage limitations instigate replication of this model in other companies in the same industry for comparison of results. / Este estudo objetiva verificar o efeito do capital intelectual e seus componentes no desempenho organizacional em uma empresa industrial farmacêutica. O marco teórico compõe dos aspectos inerentes ao capital intelectual, segregado em capital humano, estrutural e relacional, e do desempenho organizacional, sob as dimensões financeira, interna e de processo. Um estudo de caso único foi realizado com enfoque quantitativo em uma empresa industrial farmacêutica com extenso capital intelectual. A coleta de dados foi realizada por meio de um questionário e os dados foram analisados com aplicação de estatísticas descritivas e modelagem de equações estruturais (Partial Least Square - PLS). Os resultados da pesquisa consistiram de um modelo estrutural com poder explanatório da variável dependente desempenho organizacional de 72,4%. Constatou-se uma associação direta significativa entre o capital humano e estrutural e entre o capital estrutural e o relacional, além de uma associação direta significativa entre capital relacional e desempenho e o aumento do poder explanatório do modelo estrutural com inclusão das interações entre os componentes do capital intelectual. Conclui-se, a partir desses resultados, a relevância da empresa realizar a gestão holística do capital intelectual, uma vez que trata-se de um elemento chave no gerenciamento do desempenho organizacional. Todavia, as limitações de abrangência da pesquisa instigam a replicação desse modelo em outras empresas do mesmo setor industrial para fins comparativos dos resultados

Submitted by Silvana Teresinha Dornelles Studzinski (sstudzinski) on 2017-03-16T15:32:41Z No. of bitstreams: 1 Pablo Fogaça_.pdf: 1377414 bytes, checksum: 5353984afc0693a3fd9accf0c57942f1 (MD5) / Made available in DSpace on 2017-03-16T15:32:41Z (GMT). No. of bitstreams: 1 Pablo Fogaça_.pdf: 1377414 bytes, checksum: 5353984afc0693a3fd9accf0c57942f1 (MD5) Previous issue date: 2017-01-05 / CAPES - Coordenação de Aperfeiçoamento de Pessoal de Nível Superior / PROSUP - Programa de Suporte à Pós-Gradução de Instituições de Ensino Particulares / UNISINOS - Universidade do Vale do Rio dos Sinos / Empresas utilizam-se da automação para aumentar sua competitividade, o que se traduz em ganhos de confiabilidade, eficiência, redução de custos com aspectos legais associados a segurança, saúde e meio ambiente, e ainda para obter ganhos de inovação. Em muitos processos, as máquinas substituem pessoas, no entanto, os sistemas automatizados dependem dos seres humanos para serem criados e aperfeiçoados. A criação de valor está essencialmente ligada ao conhecimento e seu uso. A presente pesquisa, de caráter qualitativo e exploratório, trata de um estudo de casos múltiplos no qual se buscou compreender e explicar como Pequenas Empresas de Automação (PEAs) do Vale do Sinos articulam seu Capital Intelectual (CI) para criar valor internamente e junto a suas Grandes Empresas Clientes (GECs). Para isto, foram revisados os conceitos de CI e sua classificação – Capitais Humano (CH), Relacional (CR) e Estrutural (CE). A partir da revisão teórica, foram criadas categorias de análise para cada um desses capitais e aplicados questionários semiestruturados a gestores de quatro PEAs e seis GECs que mantêm negócios entre si. Foi também utilizado o software NVivo para a análise de conteúdo. Podem-se destacar como principais resultados: (i) as PEAs não se preocupam com a gestão de seus conhecimentos, pois a retenção do conhecimento está nos seus gestores; (ii) essas empresas têm pouco ou quase nenhum conhecimento sobre CI, o que é corroborado pela literatura acadêmica; (iii) essas empresas atribuem grande peso aos valores familiares de seus colaboradores e aos relacionamentos como atributo de CH, o que evidencia que entendem CH como sendo CR e confirma que existe sobreposição de entendimento entre diferentes capitais, conforme atestam autores como Dumay (2009; 2013); (iv) o CR identificado na cadeia das PEAs consiste nas suas relações internas, bem como nas relações entre essas empresas e seus fornecedores e clientes; (v) as PEAs consideram que seus fornecedores agregam valor por meio de três fatores chaves: qualidade, preço justo e atendimento de prazos, o que também é corroborado pela literatura acadêmica. Esta pesquisa identificou o problema de cumprimento dos prazos de entregas como sendo a principal fonte de conflito na relação entre PEAs e GECs. / Small enterprises employ automation in order to improve their competitiveness, which is traduced in increasing reliability, efficiency, and costs reduction. They also reduce costs related to legal aspects associated with safety, health, environment, and innovation, as well. In several processes, machines relplace persons; nevertheless, automated systems depend on human beings to be created and improved. Value creation is intrinsically linked to knowledge and its use. This qualitative and exploratory research relates to a multiple case studies in which we intended to understand and explain how Small Automation Enterprises (SAE) placed at Vale do Sinos, articulate their Intellectual Capital (IC) to value creation both internally and jointly with their Big Customers Enterprises (BCE). To achieve such goal, there were reviewed the concepts of IC and its classification – Human, Relational, and Structural Capitals (HC, RC, SC). From the theoretical review, there were created categories for analysis for each type of capital, and applied semistructured questionnaries to managers of four SAEs and of six BCEs that keep business each other. Also, N-Vivo software was employed to perform analysis content of the interviews. As results, there can be highlighted: (i) SAEs do not have concern related to their knowledge management, because their knowledge retention is within their managers; (ii) such firms has few or almost none knowledge about IC, which is corroborated by academic studies; (iii) such firms give high weigth to familiar values of their collaborators and their relationships as a HC attribute, what brings evidences that they understand HC as RC, and it confirms that there is overlapping of understanding between different intellectual capital categories, as regarded by authors as Dumay (2009; 2013); (iv) RC identified in the SAEs chain consists in their internal relations, as well as in the relationships between such firms and their suppliers and customers; (v) SAEs consider that their suppliers add value through three key factors: quality, fair price, and terms attainment. It is corroborated by academic literature, as well. This research identified, as unanimity, the problem of term accomplishment as the main source of conflict in the relationship between SAEs and BCEs.

Bakgrund och problem: Det föreligger en problematik i kreditbedömningsprocessen som berör svårigheten att bedöma ett  bolags värde samt dess återbetalningsförmåga. Vanligtvis värderas organisationer utefter sina finansiella rapporter men eftersom de inte alltid inkluderar immateriella tillgångar i form av intellektuellt kapital skapas en informationsasymmetri. Informationsasymmetrin kan vara en orsak till eventuella felbedömningar av ett företags riskutsatthet och framtida utveckling och således till ett nekande av sökt kredit. Forskare lägger skulden på redovisningssystemet men vi vill lyfta frågan om problemet även kan ligga i kreditbedömningsprocessen. Syfte: Syftet med föreliggande studie är att undersöka hur banker, i rollen som finansiärer, behandlar intellektuellt kapital hos kunskapsintensiva företag vid en kreditbedömning. Avsikten är att beskriva, tolka samt reflektera kring kreditprocessen för att påvisa vilken betydelse det intellektuella kapitalet har för kreditbeslutet. Metod/Empiri: Studien har utförts som en kvalitativ undersökning baserad på intervjuer och praktikfall. De fem storbankerna Danske Bank, Handelsbanken, Nordea, SEB och Swedbank har agerat respondenter. Efter sammanställningen av empiriunderlaget jämfördes svaren mot den teoretiska referensramen. Påträffade samband och avvikelser mellan empiri och teori har i ett logiskt resonemang fått utgöra studiens analys. Slutsatser: Resultatet av studien visar att studiens respondenter i kreditbedömningsprocessen beaktar avsevärt fler faktorer, som teoretiskt benämns intellektuellt kapital, än vad de är medvetna om. Intellektuellt kapital har därmed en anmärkningsvärd inverkan på kreditbeslutet, även om det inte enskilt är avgörande för beslutet. Vidare visar studien att den främsta problematiken med intellektuellt kapital i kreditbedömningsprocessen rör värderingssvårigheten. / Background and problem: There is a problem in the credit valuation process relating to the difficulty of estimating the value of a company and its repayment ability. Generally organizations are valued by their financial statements but since financial statements not always include intangible assets in forms of intellectual capital an information asymmetry is created. The information asymmetry may be a reason for an incorrect assessment of a company’s risk exposure and future development and thus to a refusal of sought credit. Researchers blame the accounting system but we wish to raise the question whether the problem also may lie in the credit valuation process. Aim: The purpose of this master thesis is to investigate how banks treat intellectual capital in knowledge-intensive firms in a credit valuation process. The aim is to describe, interpret and reflect around the credit valuation process in order to demonstrate the importance of intellectual capital for the credit decision. Method/Empirical data: The study was conducted as a qualitative study based on interviews and case studies. Five of the largest banks in Sweden - Danske Bank, Handelsbanken, Nordea, SEB and Swedbank - have acted as respondents. After compiling the empirical material the responses were compared with the theoretical framework. Located relations and differences between empiricism and theory constitute the analysis of the study. Conclusions: The results of this study show that the respondents in the credit valuation process examines significantly more factors, which in theory is defined intellectual capital, than they are aware of. Intellectual capital has thus a remarkable impact on the credit decision, although it does not individually determine the decision. The study also shows that the main problem with intellectual capital in the credit valuation process is the difficulty of valuation.

Bakgrund: Intellektuellt kapital var ett väl diskuterat område för två decennier sedan, vilket blir påtagligt då de flesta studier som undersöker området är från 1990-talet och tidiga 2000-talet. I denna uppsats har vi valt att återigen framföra begreppet intellektuellt kapital för att upplysa om förekomsten av det i svenska företags årsredovisningar. Syfte: Syftet med denna studie är att bidra med en ökad kunskap för hur det skiljer sig mellan olika branscher gällande redovisning av intellektuellt kapital och även i vilken omfattning intellektuellt kapital redovisas. Metod: Vår studie genomfördes med hjälp av en innehållsanalys av nio årsredovisningar. Innehållsanalys är den vanligaste metoden att använda bland forskare som avser att förstå redovisningen av intellektuellt kapital Resultat & slutsatser: Studiens empiriska resultat visade att företagen inom Bank och finansbranschen redovisade mest intellektuellt kapital, därefter data, it och telekommunikationsbranschen och till sist tillverkning och industribranschen. Resultatet visade även att samtliga företag inom de tre branscherna redovisade mest kundkapital i relation till human- och strukturkapital. Gemensamt för de tre branscherna var även att humankapital redovisades minst. Studien kom även fram till att tillverkning och industribranschen redovisat mest human- och kundkapital i relation till de resterande branscherna. Bank och finansbranschen redovisade dock relativt mest strukturkapital. / Background & problem: Intellectual capital was a well discussed subject two decades ago, which becomes apparent since most studies investigating the subject are from the 1990s and the early 2000s. In this paper we chose to resubmit the concept of intellectual capital to inform the existence of it in the annual reports of Swedish companies. Purpose: The purpose of this study is to contribute to an increased knowledge of how it differs between different industries when it comes to the disclosure of intellectual capital and also to what extent intellectual capital is reported. Method: Our study was conducted by using content analysis for nine annual reports. Content analysis is the most common method of use among researchers who intend to understand the disclosure of intellectual capital. Results & conclusions: The study's empirical results showed that the banking and finance industry disclosed the highest amount of intellectual capital, the data, IT and telecommunications industry disclosed the second highest amount, and finally the least amount was disclosed by the manufacturing and industrial industry. The result also showed that all companies in the three industries reported the highest amount of customer capital in relation to human and structural capital. Common to the three industries was that human capital was the least disclosed capital. The study also concluded that the manufacturing and industrial industry disclosed the highest amount of human and customer capital in relation to the remaining industries. However, the banking and finance industry disclosed relatively the highest amount of structural capital.

This study aims to investigate and analyse organisational learning in project-based organisations (PBOs) that work with complex projects. The focus is to contribute to the knowledge about how PBOs can enhance the management of experiences derived from complex projects to promote organisational learning. This is investigated by studying how experience is captured and transferred within a project, across different projects, from project to the line organization and reintegrated into new projects. Additionally, the study examines challenges related to knowledge transfer and evaluates human and structural capital. To fulfil this, a case study is conducted on a consulting PBO that works with complex infrastructure projects. Qualitative interviews were conducted with individuals in various roles within the organisation. Furthermore, participant observations were conducted on meetings where project experience was discussed, both during ongoing projects and at project completion. The findings show that employees have a lot of knowledge and experience after working in complex projects. Experiences are collected and shared with other colleagues in various forums in complex projects. The findings suggest that PBOs can enhance their management of experiences from complex projects by the following strategies: (1) creating time for reflection to collect, discuss and evaluate experiences on an ongoing basis, (2) promoting knowledge exchange among colleagues to transfer tacit knowledge, (3) making documentation searchable and accessible beyond the project organization and (4) conducting regular and in-depth analysis to uncover patterns that can improve the structural capital. In future studies, it would be interesting to explore how artificial intelligence and machine learning could aid in conducting in-depth analysis of experiential data from complex projects. This to facilitate the identification of patterns and relationships within the data, providing valuable insight for enhancing organisational learning in PBOs.

В настоящее время направление идентификации и управления интеллектуальным капиталом является междисциплинарным, объединяя в себе экономику, технику и науку, чем привлекает все больше и больше внимания. Интеллектуальный капитал представляет собой знания, которыми обладает предприятие, и которые можно конвертировать в стоимость. На практике интеллектуальный капитал принято считать совокупностью нематериальных активов предприятия, которые доступны к оцениванию и управлению, но при этом не зафиксированы в финансовой отчетности. К сожалению, бухгалтерский учет не дает адекватной оценки всего спектра интеллектуальных ресурсов. В связи с этим актуальность данного исследования обусловлена необходимостью определения метода оценивания и учета всего интеллектуального капитала предприятия. Целью исследования является разработать инструментарий анализа интеллектуального капитала предприятия на основе его нефинансовой отчетности. В результате разработан инструментарий анализа интеллектуального капитала компании на основе раскрытий релевантных для инвесторов показателей производственной, социальной, финансовой и инновационной деятельности промышленных предприятий в условиях системы управленческого учета. / Currently, the field of identification and management of intellectual capital is interdisciplinary, combining economics, technology and science, which attracts more and more attention. Intellectual capital is the knowledge that an enterprise possesses and that can be converted into value. In practice, intellectual capital is considered to be a set of intangible assets of an enterprise that are available for evaluation and management but are not recorded in the financial statements. Unfortunately, accounting does not provide an adequate assessment of the entire range of intellectual resources. In this regard, the relevance of this study is due to the need to determine the method of evaluating and accounting for the entire intellectual capital of the enterprise. The purpose of the study is to develop tool for analyzing the intellectual capital of an enterprise based on its non-financial reporting. As a result, a tool for analyzing the company's intellectual capital was developed based on disclosures of indicators of production, social, financial and innovative activities of industrial enterprises relevant to investors in the context of a management accounting system.

在知識經濟時代，組織價值來源已由實質的土地、廠房、設備等有形資本，轉變為以「知識」為主體的無形「智慧資本」(Intellectual Capital， IC)，是指能使組織提升競爭力與市場價值之所有知識、技術、關係與機制之總和，智慧資本三大內涵包括人力資本、結構資本與關係資本，其原本就存在組織之中，並非近來才有之新產物，只是過去論及績效時多側重財務數字，對無形資本價值較為疏忽，也無法以系統化架構檢視組織內部IC之發展。1990年以來，國外學者與實務界紛紛重視IC的研究與導入，IC遂成為21世紀組織創造競爭力之管理新趨勢。 本研究旨在探討高等教育機構智慧資本對組織績效之影響，並試圖驗證結構資本與關係資本之中介效果。資料蒐集來源為美國新聞與世界報導以及普林斯頓評論兩大資料庫2003年至2006年之跨年度資料，藉以驗證132所美國知名大學在智慧資本與組織績效間之關係。研究結果發現高素質人力資本為學校帶來高績效，且關係資本在人力資本與組織績效間具有中介效果，但結構資本則在人力資本與組織績效之關係未造成中介效果， / In the age of knowledge economy, the value of an organization has shifted from land, factories, equipments and other tangible assets to Intellectual Capital (IC). IC refers to the total sum of knowledge, technology, relationship and mechanism that could increase the competitiveness and market value of an organization. The three main components of IC are human capital, structural capital, and relational capital. In the past, although existing, these three capitals were neglected because financial figures in the accounting system could not capture their value. The purpose of this study is to explore IC in higher education and verify the relationship between the three capitals and school performance of 132 higher education institutions in the U.S. By using the 2003-2006 databases from US NEWS and Princeton Review, research result shows that more human capital corresponds to more relational capital; more human capital corresponds to better performance. In addition, structural capital does not mediate the relationship between human capital and performance; relational capital has a partial mediating effect on the relationship between human capital and performance; and structural capital does not mediate the relationship between human capital and relational capital.

La théorie des ressources affirme que les avantages concurrentiels résident dans la mobilisation des actifs précieux qui sont difficiles à imiter. L'Approche du Capital Immatériel (ACI) prolonge cet argument en étudiant ces ressources; plus particulièrement celles qui sont fondées sur la connaissance et qui peuvent être classifiées dans l'une des catégories suivantes: Capital Humain, Capital Structurel, ou Capital Relationnel.Cette thèse cherche à évaluer l'ACI en tant que cadre pour rechercher les conditions favorables permettant aux entreprises d'innover en créant des nouveaux biens et services (produits). Spécifiquement, ce projet doctoral vise à analyser les rôles de chaque type de capital immatériel dans l'innovation de produits. Fondée sur des données européennes, cette thèse examine différents types d'entreprises (nouvelles, petites et moyennes entreprises, et grandes entreprises) et les secteurs d'activités (y compris l'industrie et les services). Le Chapitre 1 examine le capital humain et d'autres déterminants du taux de création d'entreprises dans les villes européennes. Ensuite, le Chapitre 2 examine l'impact de la diffusion des connaissances sur la façon dont l'investissement en R&D interne apporte à l'innovation de produits. Puis, le Chapitre 3 utilise le concept de capacité d'absorption pour explorer comment les similarités des actifs immatériels entre les entreprises sont associées à la performance de leur capital relationnel.En général, ce projet doctoral souligne que l'ACI fournit un cadre propice pour formuler et vérifier des hypothèses concernant les moteurs de l'innovation de produits. Il permet de mener des études portant sur la façon dont les entreprises mobilisent leurs actifs immatériels afin de développer et commercialiser de nouveaux produits. Par ailleurs, cette approche facilite l'interprétation des résultats afin de recommander des décisions managériales et des politiques publiques visant à articuler davantage les pratiques des entreprises. / The resource-based view of the firm argues that competitive advantages lie in the use of valuable resources that are difficult to emulate. The intellectual capital-based view (ICV) extends this argument by studying such resources; particularly intangible (or knowledge) assets that may be classified in three main components: human, structural, and relational capital.This thesis aims to evaluate the ICV as a framework for understanding the favorable conditions that allow firms to innovate by creating new goods and services (i.e., products). Specifically, this thesis seeks to analyze the specific roles of each capital capital component in product innovation. Using European data, it covers an ample range of firm types (i.e, nascent firms, small and medium-sized enterprises, and large firms) and business sectors (including manufacturing and services). Chapter 1 investigates human capital and other determinants of business creation as a measure of entrepreneurship in European cities. Chapter 2 examines the impact of knowledge spillovers on in-house R&D investment and innovation performance in firms. Chapter 3 leverages the concept of absorptive capacity to explore whether similar configurations of IC are associated with the performance of relational capital in companies.Overall, this dissertation finds that the ICV provides a fertile ground to formulate and test hypotheses concerning the drivers of product innovation. It allows to focus research on how companies mobilize intangible assets in order to develop and commercialize new goods and services. Furthermore, this approach provides several lessons for managers and policy recommendations that may help to articulate corporate practices.

<p><strong>Bakgrund och problemdiskussion:</strong> I dagens samhälle är det inte längre frågan om en organisation kommer drabbas av kris, utan frågan är snarare när och hur väl förberedd organisationen är för att kunna hantera den. Tsunamin som inträffade annandag jul 2004 var en kris av tidigare sällan skådat slag, den drabbade det svenska samhället i allmänhet och resebranschen i synnerhet. Resebranschen är starkt omvärldsberoende och dess aktörer kan aldrig vara tillräckligt väl förberedda på en kris. För att stå bättre rustad inför kommande kriser, bör organisationer efter en kris eftersträva att dra lärdomar av sina erfarenheter.</p><p><strong>Problemformuleringen</strong> för denna uppsats lyder: Hur kan researrangörer förbättra sin organisatoriska kompetens utifrån sina erfarenheter av en kris?</p><p><strong>Syftet</strong> med uppsatsen är:</p><ul><li>Att kartlägga researrangörernas arbete med crisis management och vilka delar av detta arbete som har förändrats efter Tsunamikatastrofen. </li><li>Att identifiera och jämföra de olika lärdomar researrangörerna dragit till följd av Tsunamin. </li><li>Att diskutera och ge förslag till hur lärandet av kriser kan tillvaratas och leda till förändringar, t.ex. i form av förbättrade rutiner i krisberedskapen och höjd kompetens i organisationerna.<em> </em></li></ul><p><strong>Metod:</strong> För vår studie har vi använt en kvalitativ forskningsansats, vårt angreppssätt är deduktivt och vi har utfört semi-strukturerade intervjuer för insamlingen av vårt empiriska material. Intervjuerna tog sin utgångspunkt i vår undersökningsmodell som påvisar hur krisförloppets faser - före, under och efter – påverkar den organisatoriska kompetensen. Urvalet av studieföretag består av researrangörerna Ving och Fritidsresor.</p><p>I vår <strong>empiri</strong> kartläggs hur researrangörerna idag arbetar med crisis management och vilka delar av arbetet som förändrats efter Tsunamin. I <strong>analysen</strong> ser vi att researrangörernas krisberedskapsarbete till stora delar överensstämmer med teorierna inom området, men hur lärprocesserna skiljer sig något åt organisationerna emellan.</p><p><strong>Resultat och slutsatser</strong> av vår studie är att lärprocesser redan under krisen inleddes hos researrangörerna. Genom att åtgärda de brister som upptäcktes under Tsunamin har nya rutiner, system och arbetssätt inom vissa områden lett till förbättringar i krisberedskapen. Båda organisationerna har dragit lärdomar av det som hänt, men fokus på förändringsarbetet har för Ving legat på strukturkapital och för Fritidsresor på humankapital. Båda studieföretagen har infört krisövningar, men inte genomgående på alla nivåer. Det är först vid nästa storskaliga kris som det kommer att visa sig huruvida den organisatoriska kompetensen har ökat.</p><p> </p> / <p><p><strong>Background and rationale: </strong>In the world we live in today the question is no longer ’if’ an organization will face a crisis, but ’when’ and ’how prepared’ is the organization to deal with it. The Tsunami that happened on December 26th 2004 was a disaster of unprecedented magnitude. It had an impact on the Swedish society in general and the travel industry in particular. As the travel industry is very susceptible to impacts by external factor, its participants can never be too prepared to face a crisis. In order to be better prepared for future crisis, organizations should seek to learn from their experiences.</p><p><strong>The research question</strong> for this dissertation is: How can tour-operators improve their organizational competence by using experiences from a crisis?</p><p><strong>The aim</strong> of the dissertation is:</p></p><ul><li>To map the tour-operators’ crisis management work, and which parts of this work has changed as a result of the Tsunami. </li><li>To identify and compare the differences in the lessons learned by the tour-operators from the Tsunami.</li><li>To discuss and give recommendations on how experiences from crises can be used and lead to change, i.e. in better crisis management routines and higher organizational competence</li></ul><p><strong>Methodology: </strong>We have used a qualitative research method in our dissertation, our approach is deductive and for the gathering of empirical data, we have made semi-structured interviews. Our research model has been the base for the interviews. Our model shows how the different phases of a crisis – before, during and after – influence organizational competence. The selected companies for our research are the tour-operators Ving and Fritidsresor.</p><p>In our <strong>field study</strong> we map how the crisis management of the tour-operators is functioning today, and which parts of this work has changed as a result of the Tsunami. In our analysis we see that the tour-operators crisis management work in large parts coincides with the theories in the area, but there are differences in the learning processes of the organizations.</p><p><strong>Results and conclusions</strong> drawn from our research are that the learning processes of the tour-operators already start during the crisis. By addressing the deficiencies observed during the Tsunami, new routines, systems and work processes have improved their preparedness for crisis. Both organizations have learned, but the focus at Ving has been on structural capital and at Fritidsresor on human capital. Both have introduced crisis rehearsals, but not throughout the whole organization. Whether the organizational competence to handle a big crisis has improved will be seen as the next large crisis occurs.</p><p>.</p><p><em> </em></p>

Bakgrund och problemdiskussion: I dagens samhälle är det inte längre frågan om en organisation kommer drabbas av kris, utan frågan är snarare när och hur väl förberedd organisationen är för att kunna hantera den. Tsunamin som inträffade annandag jul 2004 var en kris av tidigare sällan skådat slag, den drabbade det svenska samhället i allmänhet och resebranschen i synnerhet. Resebranschen är starkt omvärldsberoende och dess aktörer kan aldrig vara tillräckligt väl förberedda på en kris. För att stå bättre rustad inför kommande kriser, bör organisationer efter en kris eftersträva att dra lärdomar av sina erfarenheter. Problemformuleringen för denna uppsats lyder: Hur kan researrangörer förbättra sin organisatoriska kompetens utifrån sina erfarenheter av en kris? Syftet med uppsatsen är: Att kartlägga researrangörernas arbete med crisis management och vilka delar av detta arbete som har förändrats efter Tsunamikatastrofen. Att identifiera och jämföra de olika lärdomar researrangörerna dragit till följd av Tsunamin. Att diskutera och ge förslag till hur lärandet av kriser kan tillvaratas och leda till förändringar, t.ex. i form av förbättrade rutiner i krisberedskapen och höjd kompetens i organisationerna. Metod: För vår studie har vi använt en kvalitativ forskningsansats, vårt angreppssätt är deduktivt och vi har utfört semi-strukturerade intervjuer för insamlingen av vårt empiriska material. Intervjuerna tog sin utgångspunkt i vår undersökningsmodell som påvisar hur krisförloppets faser - före, under och efter – påverkar den organisatoriska kompetensen. Urvalet av studieföretag består av researrangörerna Ving och Fritidsresor. I vår empiri kartläggs hur researrangörerna idag arbetar med crisis management och vilka delar av arbetet som förändrats efter Tsunamin. I analysen ser vi att researrangörernas krisberedskapsarbete till stora delar överensstämmer med teorierna inom området, men hur lärprocesserna skiljer sig något åt organisationerna emellan. Resultat och slutsatser av vår studie är att lärprocesser redan under krisen inleddes hos researrangörerna. Genom att åtgärda de brister som upptäcktes under Tsunamin har nya rutiner, system och arbetssätt inom vissa områden lett till förbättringar i krisberedskapen. Båda organisationerna har dragit lärdomar av det som hänt, men fokus på förändringsarbetet har för Ving legat på strukturkapital och för Fritidsresor på humankapital. Båda studieföretagen har infört krisövningar, men inte genomgående på alla nivåer. Det är först vid nästa storskaliga kris som det kommer att visa sig huruvida den organisatoriska kompetensen har ökat. / Background and rationale: In the world we live in today the question is no longer ’if’ an organization will face a crisis, but ’when’ and ’how prepared’ is the organization to deal with it. The Tsunami that happened on December 26th 2004 was a disaster of unprecedented magnitude. It had an impact on the Swedish society in general and the travel industry in particular. As the travel industry is very susceptible to impacts by external factor, its participants can never be too prepared to face a crisis. In order to be better prepared for future crisis, organizations should seek to learn from their experiences. The research question for this dissertation is: How can tour-operators improve their organizational competence by using experiences from a crisis? The aim of the dissertation is: To map the tour-operators’ crisis management work, and which parts of this work has changed as a result of the Tsunami. To identify and compare the differences in the lessons learned by the tour-operators from the Tsunami. To discuss and give recommendations on how experiences from crises can be used and lead to change, i.e. in better crisis management routines and higher organizational competence Methodology: We have used a qualitative research method in our dissertation, our approach is deductive and for the gathering of empirical data, we have made semi-structured interviews. Our research model has been the base for the interviews. Our model shows how the different phases of a crisis – before, during and after – influence organizational competence. The selected companies for our research are the tour-operators Ving and Fritidsresor. In our field study we map how the crisis management of the tour-operators is functioning today, and which parts of this work has changed as a result of the Tsunami. In our analysis we see that the tour-operators crisis management work in large parts coincides with the theories in the area, but there are differences in the learning processes of the organizations. Results and conclusions drawn from our research are that the learning processes of the tour-operators already start during the crisis. By addressing the deficiencies observed during the Tsunami, new routines, systems and work processes have improved their preparedness for crisis. Both organizations have learned, but the focus at Ving has been on structural capital and at Fritidsresor on human capital. Both have introduced crisis rehearsals, but not throughout the whole organization. Whether the organizational competence to handle a big crisis has improved will be seen as the next large crisis occurs. .