After the Republic of Kosovo's declaration of independence in 2008, new municipal structures were created with the charge of monitoring the delivery of health care services; yet, no mechanism for monitoring performance was ever implemented. With the public value theory as the foundation, the purpose of this multiple case study of 3 Kosovo municipalities was to understand issues surrounding the capacity of local government health department to monitor their performance related to the delivery of services. Relevant data were collected through focus-group discussions with 10 nurses, 9 directors of family medicine centers, and 12 municipal program managers. Purposeful semistructured interviews were conducted with 3 elected officials, 3 leaders of health care services, 3 policy leaders of relevant central-level ministries, and 9 participants from the national coalition of civil society organizations. All data were transcribed and coded per thematic analysis procedures. Results indicated that integrating the threefold value system of business value, social value, and governance value into municipal work plans and policy considerations will likely create a more solution-oriented service delivery at the municipal level. Furthermore, service delivery in the 3 municipalities appears to have improved over the past 5 years because of the pressure from active citizens, increased community engagement, and the institutionalization of home visits. Positive social change implications stemming from this study include the recommendation to central and local policy makers to fully integrate performance-based reporting systems into local legislation and policies. Such efforts can result in sustainable, equitable, and inclusive development, leading to stability and prosperity in Kosovo.

Ce travail de thèse propose une démarche méthodologique pour caractériser et anticiper les perturbations organisationnelles dues à l’introduction d’un concept d’offre innovant dans un contexte « business to business ». Elle s’intéresse donc à des produits dont la mise en oeuvre induit conjointement une création de valeur pour le client et une modification des interrelations professionnelles entre métiers de cette entreprise cliente. L’enjeu est de concevoir des nouveaux produits ou services qui soient mieux acceptés par les clients internes des sociétés acheteuses par anticipation et intégration, dans la démarche de conception, de ces impacts. Les apports de cette recherche se positionnent à deux niveaux. D’une part, une démarche méthodologique est proposée. Elle s’intègre au processus de création de l’offre et permet de mieux décrire les opportunités de création de valeur induites par une meilleure définition des structures et attentes des acteurs des organisations clientes. Ces acteurs sont vus comme des individus mais aussi comme un réseau évolutif. D’autre part, une capitalisation des données recueillies auprès des clients est proposée. Ces dernières reposent sur une utilisation revisitée des concepts de « customers concerns » et de personas. Les informations recueillies et interprétées sont la base de nouveaux standards des cahiers des charges concepteurs. La première contribution, d’ordre méthodologique est appelée processus RACCP. Elle a été élaborée à partir d’un cas d’étude : la phase amont d’un processus de conception déployée chez un fournisseur d’automatisme industriel. Elle aide le concepteur à modéliser les évolutions induites par un concept d’offre sur le fonctionnement de tous les acteurs chez son client. Ceci est possible par l’utilisation conjointe de trois modèles opérationnels dès la phase amont d’un processus de conception : le modèle descriptif des problèmes clients, des profils d’acteurs associés à ces problèmes et une représentation des interrelations entre ces acteurs. La seconde contribution est constituée de l’ensemble des trois modèles opérationnels instanciés au cas de la convergence IT OT. Cet apport permet une meilleure compréhension des systèmes humains et techniques liés à ce contexte, riche en opportunités de création de valeur. Cette instanciation apporte également des premiers éléments de preuve d’efficacité du processus RACCP. / This thesis proposes a methodological approach to characterize and anticipate organizational disruptions due to the introduction of an innovative concept offer in a « business to business » context. Therefore, it concerns products whom implementation induced both value creation for the customer and a change of professional interrelationships between trades within the client company. The challenge is to design new products or services that are better accepted wihtin purchasing companies by anticipating and integrating these impacts into the design process. The contributions of this research are positioned at two levels. First, a methodological approach is proposed. It is integrated into the creative process of suppliers. It enables to better describe the value creation opportunities by a better definition of structures and expectations of actors within customer organizations. These actors are seen as individuals but also as a scalable network. Moreover, a capitalization of data collected from customers is proposed. It is based on an adapated use of "customers concerns" and personas concepts. The information collected and interpreted are the basis of new standards for designers’ specifications. The first methodological contribution is a process called RACCP. It was developed from a case study: the upstream phase of a design process used in an industrial automation supplier. It helps the designer to model the changes implied by an offer concept on the operations of all stakeholders within the client company. This is possible by the combined use of three operational models since the upstream phase of the design process: the descriptive model of customer pains, actors profiles involved in these pains and representation of the interrelationships between them. The second contribution consists of an instanciation of all these three operational models in the convergence IT OT context. This contribution enables a better understanding of human and technical systems related to this context, sources of high value creation opportunities. This instantiation also provides the first proof of RACCP process efficiency.

Previous literature often argues that acquisitions are used as a tool for growth, and the value creation derives from the combination of businesses through synergy effects and the economies of scale. In the same academical and theoretical context, there is often a discussion on growth with a more organically approach, where the value comes throughresource utilization and internal efficiency. There is a broad range of research in the area,focusing on the impact of different types of growth strategies. More emphasis has been on inorganic growth. Hence, is there a superior combination of both, and how will each strategy impact the value creation for different types of stakeholders through internal and external efficiency. Previous results are not always harmonious regarding the relationship between the two growth strategies and the efficiency of a company. This study has focused on examining the relationship with a broad range of industries using accounting measures to answer the research question: What are the effects of organic and inorganic growth on operating efficiency and bargaining power? For the thesis, panel data analysis has been used which includes 8675 specific firm-year observed values from companies that is publicly listed in Sweden. The collected archival data has been tested through OLS regressions with fixed effects. Throughout the thesis and conducted research, a positivist paradigm has been used under a deductive approach. Emphasis is placed on previous literature and studies for more accurate statistical results. Further contributions to theoretical literature and the scientific research community have been added. This thesis has been analyzing empirical results using Resource-based view along with the Stakeholder- and Shareholder theory. With the conclusion that there is a significant relationship between organic growth and operating efficiency. On the other hand, it cannot be concluded that there is a relationship between inorganic growth and bargaining power. In addition, the relationship between growth strategy and efficiency measures will depend on which industry the company operates in.

Oita University in Japan has created a meeting space called the Global Village that was inspired by Marshall McLuhan's (1962) theory that globalization contributes to an increased community between people from different parts of the world. It was created to increase interaction among students on campus and is intended for both international and local students. The vision for the place is for individuals to exchange information, knowledge, ideas, and cultures which promotes knowledge exchange and shared learning. However, the University of Oita faces a challenge regarding the Global Village as there is a lack of participation and interaction in the place. Which leads to the vision of Global Village not being fulfilled. The purpose of this thesis is to study how the students experience the Global Village. This was done to gain an understanding of how the place works and to develop ideas to improve the Global Village with the support of the co-creation perspective. Co-creation is about collaboration between individuals who could create some kind of value in the form of new ideas and solutions. Based on the problems identified in the study, the improvement ideas have been inspired by the co-creation theory to include in the Global Village at the university. The study was based on a qualitative approach to answer the research questions and there were several semi-structured interviews conducted with students from Oita University. The study found that open innovation has some factors that are important for developing the concept of the Global Village. And to make it a well-functioning co-creation space that provides value for the students. Those factors that were used within open innovation are networking and value creation, which were an inspiration to create a model. The different solution in the model is based on the problems that were identified in the Global Village. The model contains several different solution proposals to improve the Global Village at Oita University. / Med inspiration av Marshall McLuhans (1962) teori om att globaliseringen bidrar till ökad gemenskap mellan människor från olika delar av världen har Oita Universitet i Japan skapat en mötesplats vid namnet Global Village. Det skapades för att öka interaktionen bland studenterna i campus och är avsedd för både internationella och lokala studenter. Visionen för platsen är att individerna ska utbyta information, kunskaper, idéer och kulturer vilket främjar kunskapsutbyte och delat lärande. Dock står uppdragsgivaren inför en utmaning gällande Global Village då det finns brist på deltagande och interaktion på platsen vilket leder till att visionen inte uppfylls. Syftet med denna studie är att undersöka hur studenterna upplever Global Village i nuläget för att få en förståelse av hur platsen fungerar och därefter utveckla förbättringsförslag med stöd av co-creation. Co-creation handlar om samskapande och samarbete mellan individer som i sin tur kan skapa ett slags värde i form av nya idéer och lösningar. Utifrån de brister som identifierats i undersökningen har förbättringsförslagen utgått från att inkludera co-creation miljö i Global Village som befinner sig i universitetet. Studien utgick från ett kvalitativt angreppssätt för att besvara forskningsfrågorna och det genomfördes flertal semistrukturerade intervjuer med studenter från Oita universitet. Det framkom i studien att faktorer inom open innovation är viktiga byggstenar för att utveckla konceptet av mötesplatsen och skapa en välfungerande co-creation miljö som ger värde till studenterna. Dessa faktorer inom open innovation är nätverkande och värdeskapande vilket användes som inspiration för att skapa en modellutveckling utifrån de brister som identifierades i Global Village. Modellutvecklingen innehåller flera olika lösningsförslag för att förbättra Global Village vid Oita universitet.

This thesis in Industrial Engineering and Management examines which the critical success factors are for implementing blockchain technology in the context of trade finance. Blockchain is an up-and-coming technology that has yet not been implemented in many organizations. By examining which the success factors are for implementing the technology, a foundation can be provided for future implementation efforts with the hope of achieving a successful result. Furthermore, to assess if an implementation of blockchain has been successful or not, the value of it has been assessed. Through a qualitative study with interviewees from both companies acting in the trade finance industry and experts on the subject of blockchain, information could be gathered in order to confirm the theoretical framework as well as provide for new findings. The conclusion was that the most important success factors for implementing blockchain, found in the theoretical framework were: "Managing and involving stakeholders (for instance customers and suppliers)", "Clear management support/commitment/involvement of the implementation", and "Understanding of the organization in which the implementation is to take place (its strengths, needs, etc.)". The least important factors proved to be "An in depth understanding of the technology that is to be implemented; what it is and how it works", "Keeping the change communicable and transparent within the organization", and "Extensive project definition and planning". Unexpected findings were that almost all interviewees mentioned that there has to be a real need for the technology in order for it to be successfully implemented. Also, as the very nature of blockchain requires cooperation; it is important to realize that blockchain will require a higher degree of working over organizational boundaries. Another aspect that proved to be important to take into consideration is that the trade finance industry holds legacy and therefore is prone to be resistance to change, especially to a technology of such a highly disruptive character. Lastly, it is of importance to mention that the context also has to be taken into consideration; every organization is different and require different approaches when it comes to implementing blockchain technology. When it comes to how blockchain technology generates value from an organizational perspective, the most common answers were that it enhances collaboration and trust. Many identify value in the problem-solving and more decentralized mindset that blockchain brings. An unexpected finding was that the mere use of the word blockchain will create value, as this enables collaboration and investment. Other reasons given were security, transparency, automation, traceability, and decentralization. Further analysis examined the reasons behind the importance and connection of these answers. / Det här examensarbetet i industriell ekonomi undersöker vilka de kritiska framgångsfaktorerna är för implementering av blockkedjeteknologi inom området trade finance. En blockkedja är en teknologi med stora möjligheter som ännu inte har implementerats inom många företag. Genom att undersöka vilka framgångsfaktorerna är för att implementera teknologin, så kan en grund för framtida implementeringsförsök läggas med hopp om att uppnå ett framgångsrikt resultat. Vidare, för att utvärdera om en implementering har varit lyckad eller ej, måste värdet i implementeringen utvärderas. Genom en kvalitativ studie med intervjuer av personer både inom företag som ägnar sig åt trade finance och med experter på blockkedjor, kunde information tas fram för att bekräfta det teoretiska ramverket likväl bidra med nya resultat. Slutsatsen blev att de viktigaste framgångsfaktorerna för implementering av blockkedjor, som hittats i det teoretiska ramverket, var: "Tydligt stöd/engagemang/medverkan av management i implementeringen", "Hantering och involvering av olika intressenter (till exempel kunder och leverantörer)", "Förståelse för organisationen som implementationen sker i (dess styrkor, behov etc.)". De minst viktiga framgångsfaktorerna visade sig vara: "En djup förståelse för teknologin som skall implementeras; vad det är och hur den fungerar", "Förändringen sker på ett transparent sätt och med tydlig kommunikation", "Omfattande projektdefinition och planering". Oväntade resultat var att nästan alla de intervjuade personerna nämnde att det måste finnas ett riktigt behov för teknologin för att det ska kunna implementeras framgångsrikt. Likväl, en fundamental egenskap av blockkedjan är att teknologin kräver samarbete; det är viktigt att inse att blockkedjan kräver en högre grad av samarbete över organisatoriska gränser. Ytterligare en aspekt som visade sig vara viktig att ta hänsyn till är att trade finance industrin har varit oföränderlig under låg tid och därmed är benägen att kännetecknas av motstånd till förändring, särskilt mot en teknologi som är av en sådan disruptiv karaktär. Slutligen är det av vikt att nämna att kontexten också behöver tas hänsyn till; alla organisationer är olika och kräver olika tillvägagångssätt när det kommer till att implementera blockkedjeteknologi. Gällande hur blockkedjeteknologi genererar värde från en organisatorisk synvinkel, är det vanligaste svaret att det förbättrar och ökar samarbete och förtroende. Många identifierar värde i den problemlösning och det mer decentraliserade tankesättet som blockkedjor möjliggör. Ett oväntat resultat var att bara användandet av ordet blockkedja kommer att skapa värde, eftersom det möjliggör samarbete och investeringar. Andra faktorer som gavs var säkerhet, transparens, automatisering, spårbarhet och decentralisering. Vidare analys undersökte de bakomliggande anledningarna till dessa faktorers betydande och kopplingen mellan dessa svar.

Value creation in any stock market is a highly discussed topic with an abundant amount of generalized models aiming to predict future returns. Although no such tool exists yet there are, however, acknowledged models from peer-reviewed journals that have received a lot of attention over the years in examining company performance. This thesis is therefore built on the well-known Fama-French three-factor model. The original Fama-French three-factor model is extended by adding a new size premium and a new value premium, both based upon the spread between the return on invested capital (ROIC) – the weighted average cost of capital (WACC). The purpose of this is to make the returns of a portfolio account for cash flow and debt on top of risk, size, and value premium for a company. This thesis finds that the ROIC-WACC spread adds explanatory power to the existing Fama and French three-factor model on the Swedish stock market. The research method of this study is quantitative and deductive. The considered period is six years between the years 2014 and 2020.

Kraven på företag har ökat gällande redovisning av hållbara aktiviteter. I och med detta ställs högre krav på dagens hållbara företagande, vilket bidrar till att företag kan komma att behöva finna nya strategier för att kartlägga sitt företagande.  Corporate Sustainability Reporting Directive (CSRD) är ett nytt EU-direktiv som kommer att föra hållbarhetsrapportering till samma nivå som den finansiella rapporteringen, vilket kommer innebära stort arbete för berörda företag. Därför ämnar denna studie att utveckla ett verktyg som kan inspirera och hjälpa företag att förbereda sig för rapportering enligt CSRD. Detta genomförs genom att sammanföra teorier kring hållbara affärsmodeller och dubbel väsentlighetsprincip i en modell, där den centrala delen handlar om att beakta värde från ett flerdimensionellt perspektiv. Tidigare forskning ger upphov till det faktum att affärsmodeller ignorerar att värdeutbyte ofta är ömsesidigt och att en intressent både kan bidra till och mottaga någonting av värde, vilket i sin tur visar på att dubbel väsentlighetsanalys sällan är inkluderat i affärsmodeller. Följande studie ämnar fylla detta identifierade gap genom att utveckla ett verktyg som kombinerar dessa områden. Workshops och intervjuer genomförs för att utveckla modellen vidare, och diskussionen väver samman insikterna från den empiriska studien och det litterära ramverket, varpå den slutliga modellen presenteras.  Resultatet indikerar att modellen behöver ingå i en längre arbetsprocess med både förberedande och avslutande avsnitt efter användande av modellen, och därför presenterar resultatet tre steg som rekommenderas vid användning av modellen. Resultatet landar också i att företag rekommenderas koppla hållbarhetsarbetet till sin kärnverksamhet, samt att vidga perspektivet utanför sina egna gränser och beakta flera intressenter, varvid diskussionen kring värdeskapande blir extra relevant. Modellen hjälper företag starta diskussionen kring sin påverkan, vilket hjälper dem hantera sina aktiviteter och processer och skapar en diskussion kring värdeskapande. Detta kan effektivisera verksamheten genom att öka den holistiska synen och transparensen på vad som behöver utvecklas. Studiens resultat har i stor utsträckning koppling till hållbarhet, ledarskap och organisation, men den visar också på en ingenjörsmässighet då målsättningen är att processer på företag ska kunna effektiviseras. / The demands on companies have increased regarding the reporting of sustainable activities. With this, higher demands are being placed on today's sustainable business, which contributes to the fact that companies may need to find new strategies to map their business. The Corporate Sustainability Reporting Directive (CSRD) is a new EU directive that will bring sustainability reporting to the same level as financial reporting, which implies a lot of work for the companies concerned. Therefore, this study aims to develop a tool that can inspire and help companies prepare for CSRD reporting. This is conducted by combining theories around sustainable business models and the dual materiality principle into a model, where the core concerns value from a multidimensional perspective. Previous research gives rise to the fact that business models ignore that value exchange is often reciprocal and that a stakeholder can both contribute to and receive something of value, which in turn shows that dual materiality analysis is rarely included in business models. The following study aims to fill this identified gap by developing a tool that combines these areas. Workshops and interviews are conducted to develop the model further, and the discussion weaves together the insights from the empirical study and the literary framework, after which the final model is presented. The result indicates that the model needs to be part of a more complete process with both preparatory and final sections after using the model, and therefore the study presents three steps that are recommended when using the model. Furthermore, companies are recommended to link sustainability work to their core business, as well as adopting an ecosystem perspective involving relevant stakeholders. The model helps companies start the discussion about their impact, which facilitates the management of activities and processes and creates a discussion about value creation. This can streamline operations by increasing the holistic view and transparency of what needs to be developed. The study's results are largely connected to sustainability, leadership and organization, but it also shows an engineering approach as the goal is to make processes at companies more efficient.

Combat aircraft programs between a manufacturer and government are critical for both parties, asit involves significant costs, lengthy development times, and high risks. If successful, suchprograms can result in improved defense capabilities for the government and financial gains forthe manufacturer. However, due to the high technical uncertainty, value creation in the programscan be challenging. The purpose of this study was thus to examine how the total value creation,consisting of value for both parties, can be increased by choosing suitable contract models for theprogram, as contract model is of utmost importance due to its direct implication on value creationfor both actors in the programs. The purpose was answered by conducting a literature and casestudy, where the latter was made on the context of combat aircraft programs between Saab ABAeronautics and The Swedish Defense Materiel Administration (FMV). From the literature study, relevant theory regarding value creation, co-creation of value, andcontract models were identified and compiled. Different drivers of value were researched, basedon potential benefits and sacrifices for the actors in the combat aircraft programs, and categorizedinto technical and commercial factors. Extensive dialogues, risk sharing, and structures fordecision making, were identified as important mechanisms of co-creation of value. Finally,different contract models, categorized into fixed-price contracts, incentive contracts, and cost-pluscontracts, and their influence on the drivers of value and co-creation of value was discussed. Fromthe literature study, it was clear that there was no consensus of what contract model is most suitablefor a combat aircraft program, even though there were similarities in the literature of some authors. The case study consisted of eight interviews with representatives of both Saab AB Aeronauticsand FMV. Based on the answers of the interviews, a deeper understanding of what drives valueand co-creation of value in the programs was established, as well as how the contract models affectthese factors. When analyzing the empirics of the case study with the literature study, it was clearthat different phases of the program were of utmost interest, since what drives value differs in eachphase. Thus, as different contract models are suitable for different reasons, it was apparent thatone contract model is not sufficient for the whole program. Instead, the recommendation of thisstudy is that different contract models during different phases are suitable to increase the totalvalue creation in a combat aircraft program. For the first two phases of the program, initial studies and conceptualization, a cost-plus contractis recommended, as it could be damaging for technical value creation with incentives for costsavings. For the third phase, development and industrialization, an incentive contract isrecommended, since it enables experimentation and creation of technical value, while stilldecreasing the risk of excess spending and cost for the actors. For the final phase, production, afixed-price contract is recommended, as it allows for commercial value creation for both actors,without risk damaging the technical value creation. To conclude, this study develops the previousliterature with new findings on the connection of the theoretical areas. Further, it provides practicalrecommendations for manufacturers and governments involved in combat aircraft programs.

<p>Global citizenship is conceptualized within a neoliberal agenda and oppressive geopolitics of knowledge that furthers social inequities and unsustainability. Despite critiques and attempts to reframe global citizenship to achieve social justice and human rights aims, it is still masked in neoliberal and mono-epistemological terms as <em>global competence</em>. It is vital to explore possibilities of global citizenship <em>becoming</em> that can challenge neoliberal hegemony and the growing ethnocentric and ultra-nationalist thinking. This inquiry was conceptualized, within the three-dimensional narrative inquiry space, to explore the <em>being</em> and <em>becoming</em> of six South Asian female international students engaged in activism and the bearing it has on global citizenship. My co-researchers negotiated their dynamic identities and were influenced by multiple discourses as they shuttled between various places and spaces. In this inquiry, I examine autobiographical roots that illuminate my research puzzles and phenomena of interest and engage with South Asian female international students as they negotiate their personal, educational, and activist experiences. I analyze their lived experiences based on Ikeda’s perspective on global citizenship, informed by ideas of <em>sōka</em> or “value-creating” education and Buddhist-humanism. The research texts based on the livings and tellings of my participants are represented dialogically in culturally relevant ways, such as <em>chai pe charcha</em> or “conversations over tea.” From a narrative global citizenship perspective, these stories are examples of ‘creative coexistence’ and ‘value creation’ and offer a means to reimagine global citizenship from the standpoint of interconnectedness and interdependence.</p>

Samhället står inför stora utmaningar när det kommer till en hållbar transformation av energisystemen. Globala trender som hållbarhet, decentralisering, digitalisering och säkerhet kombinerat med ekonomisk nedgång och geopolitiska spänningar har lett till att energileverantörernas kunders behov har skiftat. Med detta som bakgrund formulerades studiens syfte till att studera hur små och medelstora företagskunders förändrande behov påverkar energileverantörernas hållbara affärsmodeller. Eftersom energileverantörerna står inför utmaningar när det gäller att möta behov ämnar studien att stödja energileverantörerna i arbetet att utforma sina affärsmodeller för att kunna möta kundernas behov. Studien undersöker företagskunders behov med ett fokus på små och medelstora företag. Med vetenskaplig litteratur som bakgrund skapades en analysmodell bestående av delarna kundbehov, hållbarhet samt affärsmodell. Den hållbara affärsmodellen togs fram med hjälp av ett SL-perspektiv på värdeskapande vilket medför att affärsmodellen består av fyra komponenter; potentiellt värdeskapande, samskapande av värde, värdeförmedling och värdeinfångning. Kundernas behov delades in i sex värdedimensioner; finansiella, funktionella, emotionella, sociala, epistemiska och villkorliga värden. Från analysmodellen genererades tre specifika forskningsfrågor. Studien använder sig av kvalitativ datainsamling med semi-strukturerade intervjuer med 15 respondenter, varav fem genomfördes med anställda på fallföretaget och tio företagskunder. Detta för att kunna kartlägga kundernas behov samt studera hur affärsmodellen kan utformas för att möta de identifierade behoven. Studien landar i sex slutsatser baserat på analysen; (i) behoven skiljer sig från kund till kund, men flertalet gemensamma behov har identifierats, (ii) viktiga kundbehov har identifierats inom samtliga värdedimensioner, (iii) kundbehoven påverkar tydligt energileverantörernas affärsmodeller, (iv) utformning av affärsmodellskomponenter behöver beakta samtliga värdedimensioner, (v) hållbarhet påverkar kundens samtliga värdedimensioner i stor utsträckning och (vi) hållbarhet påverkar samtliga affärsmodellskomponenter och kan inte hanteras separat eller som en separat affärsmodellskomponent. Baserat på slutsatserna presenteras sex rekommendationer till energileverantörer; (i) beakta att kundernas behov skiljer sig, men också att det finns gemensamma värden, (ii) det är viktigt att inkludera och kontinuerligt undersöka samtliga värdedimensioner, (iii) det är av stor vikt att affärsmodellen utformas efter kundernas behov, (iv) utformningen av varje enskild affärsmodellskomponent behöver beakta flera värdedimensioner, (v) för att kunna stötta kunder i sitt hållbarhetsarbete är det av vikt att ha förståelse för hur hållbarhet påverkar och samverkar med värdedimensionerna och (vi) behandla hållbarhet som en integrerad aspekt i samtliga affärsmodellskomponenter. Slutligen genomfördes en diskussion relaterat till hållbarhet och de sex värdedimensionerna vilken framtida forskning kan vidare utforska. Framtida forskning kan också undersöka om det framtagna ramverket kan appliceras i fler kontexter. Genom att genomföra fler intervjuer kan behoven kartläggas mer utförligt vilket kan stärka förståelsen om företagskundernas behov. / Society is facing great challenges regarding the sustainable transformation of energy systems. Global trends such as sustainability, decentralization, digitalization, and security combined with financial downgrade and geopolitical tension has led to a shift in customer needs amongst the energy providers’ customers. As such, the purpose of the study was formulated as to study how the energy providers’ small and medium enterprise customers’ shifted needs affect the energy providers’ sustainable business models. Since the energy providers are facing challenges regarding fulfilling customer needs, this study aims at aiding the energy providers on how to design their business models to better fulfill customer needs. The study investigates business customers’ needs, focusing on small and medium enterprises. An analysis model was generated from scientific literature from three topics: customer needs, sustainability, and business model. The business model framework was constructed from an SL-perspective which generated four business model components: potential value creation, value co-creation, value mediation and value capture. The customer needs were described using six value dimensions: financial, functional, emotional, social, epistemic, and conditional value. Three specific research questions were generated from the analysis model. The qualitative data collection was done using semi-structured interviews with 15 respondents, of which five with employees at the case company and nine with customers. This was done to identify customer needs and how the business model can be designed to better meet those needs. Based on the analysis, the study presents six conclusions; (i) the needs differ from customer to customer, although common needs are identified, (ii) important customer needs are identified within each value dimension, (iii) the customer needs clearly affect the energy providers’ business models, (iv) the design of business model components must consider all value dimensions, (v) sustainability highly affect all value dimensions and (vi) sustainability affect all business model components and cannot be treated as something separate or as an individual business model component.  Built on the presented conclusions, the study also presents six recommendations; (i) understand that customer needs differ, but also that mutual values exist, (ii) it is essential to include and continuously study all value dimensions, (iii) it is important that the design of the business model is based on customer needs, (iv) the design of each business model component must consider multiple value dimensions, (v) to support customers in their sustainability practices it is vital to understand how sustainability both affect and interacts with each value dimension and (vi) treat sustainability as an integrated part of each business model component.  Finally, a discussion is presented related to sustainability and the six value dimensions which future research can study further. Future research may also investigate whether the generated framework is applicable in other contexts. By conducting more interviews, the customer needs can be identified more extensively which can strengthen knowledge about them.