Purpose: The purpose of this thesis is to increase the understanding of the link between internal marketing and customer relationship management by conducting a case study of one Nordea call center. Background: Keeping existing customers is less expensive than acquiring new ones. Nowadays, up to sixty percent of marketing budgets are being dedicated towards retaining customers. So forth customer relationship manage-ment is slowly beginning to penetrate the banking industry as sustaina-ble relationships between organizations and their customers are becom-ing more evident. Theory: The case study is based on an internal marketing model by Bansal et al. (2001) which shows how managers can influence the job satisfaction of their employees through six dimensions. Based on the previously men-tioned model, customer relationship management theory and the service marketing triangle by Kotler et al. (2002), the researchers present their our own model, at the end of the theoretical section, which seeks to en-hance the understanding of the link between internal marketing and cus-tomer relationship management. Method: Since there was lacking theoretical evidence in how to link internal marketing to customer relationship management, the study was of exploratory nature. Qualitative data was collected by conducting two fo-cus groups (independently of each other) at one Nordea call center. The first focus group was composed of five managers and the second focus group of three frontline employees. Conclusion: Nordea has been used as an example to illustrate that customer relation-ship management, such as using sales opportunities to strengthen rela-tionships with customers, is dependent on managers‟ ability to “sell” the organization‟s customer relationship management ideas to its front-line employees. Moreover managers have the ability through the six dimensions of internal marketing to affect job satisfaction which in turn will determine how frontline employees make use of the sales opportu-nities provided by Nordea‟s content management system (CMS).

It is difficult for designers to explain what they do. In addition,those unfamiliar with design do not understand the rigor and logic of design thinking and process .We can’t formulate pre defined model for design process because every design situation is unique and new situation. But I tried to formulate my own model for design process as common with Inspirations from my supervisors/Lectures. I tried to describe what is design? And what is design process? In this paper.This personal position paper explores the personal improvement throughout the course work and what I learnt though out the course work.

The  Austrian  Business  Cycle  Theory  (ABC)  provides  a  qualitative  explanation  of  why economies go through ups and downs in terms of national income, production output and labor employment. The theory states that interest and money supply policy distort the time preferences of economic agents. If the monetary authority reduces the interest rate through artificial credit expansion the new economic conditions induce both increased production and consumption. The  framework of  the Austrian  theory depends on  savings  to  fuel  investments, i.e. reduced consumption in order to create increased future consumption. Artificially  induced  expansions  create  a wedge between  these producer  and  consumer preferences, and prolonging of the process widens the gap between the economic state and the free market  equilibrium which  is  long-term  sustainable. When  the  financial  system  eventually is unable to maintain inflation of credit to uphold the economy, there will be abandonment of capital investments, resulting in an unavoidable recession. The purpose of this thesis is to analyze the theory from a short run perspective, using data from  the United Kingdom  economy. The  theory has previously primarily been  tested  in long run perspectives and mainly on the American economy. To achieve the noted a model was constructed based on the description of the theory by economists Hayek and Garrison, members of the Austrian school of economics. To empirically model the ABC theory the ratio between consumption and investment, the intertemporal  resource allocation, was  calculated and used as a dependent variable  in  regressions with money aggregates, credit and interest rate gap as independent variables. The empirical findings give some support to the theory, with a number of those findings directly in favor of the theory. Credit was shown to better explain changes in the C/I ratio than money aggregates, indicating that credit is more directly suited for investments. The coefficient for the interest rate gap, the difference between the natural interest rate and the market interest rate, showed strong significance. Overall differences between economic expansions and recessions were found statistically significant, which lends support to the model.

Many digital models used in entertainment, medical visualization, material science, architecture, Geographic Information Systems (GIS), and mechanical Computer Aided Design (CAD) are defined in terms of their boundaries. These boundaries are often approximated using triangle meshes. The complexity of models, which can be measured by triangle count, increases rapidly with the precision of scanning technologies and with the need for higher resolution. An increase in mesh complexity results in an increase of storage requirement, which in turn increases the frequency of disk access or cache misses during mesh processing, and hence decreases performance. For example, in a test application involving a mesh with 55 million triangles in a machine with 4GB of memory versus a machine with 1GB of memory, performance decreases by a factor of about 6000 because of memory thrashing. To help reduce memory thrashing, we focus on decreasing the average storage requirement per triangle measured in 32-bit integer references per triangle (rpt). This thesis covers compact connectivity representation for triangle meshes and discusses four data structures: 1. Sorted Opposite Table (SOT), which uses 3 rpt and has been extended to support tetrahedral meshes. 2. Sorted Quad (SQuad), which uses about 2 rpt and has been extended to support streaming. 3. Laced Ring (LR), which uses about 1 rpt and offers an excellent compromise between storage compactness and performance of mesh traversal operators. 4. Zipper, an extension of LR, which uses about 6 bits per triangle (equivalently 0.19 rpt), therefore is the most compact representation. The triangle mesh data structures proposed in this thesis support the standard set of mesh connectivity operators introduced by the previously proposed Corner Table at an amortized constant time complexity. They can be constructed in linear time and space from the Corner Table or any equivalent representation. If geometry is stored as 16-bit coordinates, using Zipper instead of the Corner Table increases the size of the mesh that can be stored in core memory by a factor of about 8.

The aim of this essay is to show how to use William Golding's novel Lord of the Flies in the ESL classroom to teach democratic values. Such values include: respect, empathy and the right to free speech. According to Reader-Response theory, the reader brings expectations and knowledge about the subject matter (in this case democracy and its values) to the texts, which influence his/her interpretation. I have applied two different styles of analyzing a text: a Content-Based Approach and Simpson's Communication Triangle. The Content-Based Approach, in accordance with Reader-Response Theory, builds on students' knowledge and previous experience and focuses on the content to be acquired. The Simpson's Communication Triangle, on the other hand, connects reading, discussing and writing. Both of the approaches are designed to enhance the students' reading responses by providing different forums for sharing, such as discussions and writing (diary entries) from one of the character's perspective. The idea of creating Reader-Response journals is supported by multiple forms of theoretical study, and the assignments explained in this essay have been designed upon this research.

This thesis addresses the opportunities and difficulties that can occur in the creation of an innovation arena concerning sustainable city solutions. A case study was conducted of the Stockholm Royal Seaport project and a model for the management of an innovation arena was created. Three critical factors were discovered which were commitment, collective risk taking and trust and their connection to the overall common vision for an innovation arena. Conclusions after analyzing the critical factors was that clear contracts needs to be established and that third party involvement in the process of searching, qualifying and coaching of involved actors can be helpful in the process of developing an innovation arena.

This thesis investigates the high frequency discharging characteristics of the lithium iron phosphate battery. The investigation focuses on effects of the high-frequency current on the dischargeable capacity of the battery. Included are the current profiles of triangle, saw-tooth, and trapezoidal waves, which are produced from commonly used DC-DC converters. Experimental results show that the current with the higher frequency has less dischargeable capacity. On the other hand, the converter current resonating into and out from the battery results the additional losses. The possible reasons that affect the discharged capacities are explained by the equivalent circuit of the battery.

The thesis studies the execution of the protection of taxpayer rights by local tax bureaus. By having Ming-shen Wang¡¦s The Integrated Framework for Public Affairs Management (2006) as theory basis, the key issue about safeguarding taxpayer rights is analyzed. This thesis applies V.C.S. Strategic Triangle introduced by Mark H. Moore (1995) to define three dimensions, namely, value, capacity, and support, and takes the public service values of tax officials into consideration. This thesis has conducted in-depth interviews and retrieved 367 pieces of valid questionnaires from local tax officials in southern and northern Taiwan. The thesis discovers that the public service values of tax officials incline to proficiency, responsibility, and fairness, emphasizing more on work performance than democratic administration. Most of the tax officials agree on the conceptions of value, capacity, and support of safeguarding taxpayer rights, and those conceptions are not affected by different public service values. On the conception of value, tax officials believe that substantive taxation adhering to fairness and justice can truly safeguard taxpayer rights. Tax officials at basic level believe safeguarding taxpayer rights will affect work efficiency and tax income. Considering the aspect of capability, tax officials think that they have sufficient competence and attitude to ensure taxpayer rights. They attribute the difficulties in practice to the deficient tax system. Safeguarding taxpayer right will increase workload, and moreover, the efforts are not sufficiently reflected in annual performance assessment scores. On the aspect of support, tax officials agree on protecting tax payer rights but require more understanding in its content, and they feel the public do not see the efforts of tax administrations to safeguard their rights. This thesis makes four suggestions: first, tax officials shall modify their concepts of public service values; second, administrations shall train the officials to help taxpayers with empathy; third, performance assessment shall be conducted with Balanced Scorecard and V.C.S. Strategic Triangle; fourth, tax reform shall be continued, in order to fulfill fairness and justice in taxation.

ABSTRACT This research is mainly based on the concept of ¡§strategic triangle¡¨described in Mark H. Moore ¡¨Creating Public Value¡GStrategic Management in Government¡¨, and the environment system is surveyed with the viewpoint of ¡§an integrated public affair management framework¡]PAM¡^¡¨ which is developed by Wang, Ming-Shen. In Taiwan, the National Health Insurance Act has been the most important social welfare policy since its launching in 1995. The main purpose of the policy is to reduce the economic barriers of medical care. However, medical service in remote areas, especially in offshore islands, still has been a difficult issue for government. Officers are designated to carry out the politics of the democratically elected head of a local government, and have to create public value by succeeding at the task. Although it is difficult to build rural health care network, the executive officers as managers must achieve it with efforts. Moore has developed a simple and powerful diagram ¡§strategic triangle ¡¨ which is composed of V.C.S. to focus the attention of government managers on three complex issues they had to have considered before¡]or,while¡I¡^committing themselves and their organizations to a particular course of action. This retrospective case study takes the executive officer in local government as the public manager who takes the responsibility of running effectively the Lieyu Branch of Kinmen County Hospital in Lieyu Township in response to its residents demand. In illustration of the medical care project in stages , managers will realize the process and outcome that show¡G¡§an integrated public affair management framework¡¨ enables the public manager to evaluate the overall environment in clear presentation¡Fand ¡§strategic triangle ¡¨ helps the public manager to identify promptly the shortcomings and practical suggestions of the project.

Nonprofit organization (NPO) management has recently been a popular study field, to which the concept of strategic management has been also broadly applied. Notwithstanding it is nearly impossible for NPOs to calculate their outcomes accurately by evaluating the operational performance in monetary terms. The business world utilizes SWOT, the strategic analysis tool, to emphasize the external and internal environments and competitive advantages. That is however different form the nonprofit world which focuses on achieving public value. In order to effectively evaluate NPOs¡¦ operating performance, this study adopted the points of view of Mark H. Moore¡¦s (2003) V.C.S. Strategic Triangle and Ming-Shen Wang¡¦s (2005) Integrated Frame of Public Affair Management to manifest that public value could be the strategic management object for NPOs. By discussing the introduction of V.C.S Strategic Triangle to the NPOs in Taiwan, this research intended to discover the possible measures to improve operational performance. This study takes the Kaohsiung Jen-Ai¡As Home (KHJA) as a case example. The board members, consultants, committee members, and executives of the KHJA, officials of pubic sector, and clients were vis-a-vis interviewed based on a structured questionnaire. The goal of conducting the interviews was to discover whether the interviewees expected to improve the future performance when they put in labor power, finance, and facilities due to the organizational culture, value, and capacity. In other words, whether they responded to the social value and the support from both internal and external environments; shaped future organizational culture and capacity based on today¡¦s working experience; and remained the vision for public value in organizational short-term, midterm, and long-term plans and strategic management. . Research results: 1. social capacity could create people¡¦s well-being¡Xinstitutional design protects the people in need and ceases the plight; deprived situation would not be permanent. Bringing fortunate people and unfortunates, suppliers and dependents, as well as the young and the old people together would establish a stable social foundation for cohesive social welfare. 2. Re-positioning social welfare organizations as multi-service NPOs which are not only for traditional service of help but also the expression of the value of living quality and creation of public value. 3. Social welfare organizations could increase the supply efficiency, service flexibility and living quality with the model of mixed welfare economy, and avoid the financial crisis of welfare states. 4. The roles and functions of social welfare organizations have to be planned in a view of strategy including three key components¡X¡§value¡¨, ¡§capacity¡¦, and ¡§support¡¨ to guide the NPOs¡¦ future position and direction. Keywords: nonprofit organization, V.C.S. Strategic Triangle, Integrated Frame of public affair Management, public value