El trabajo de investigación está orientado a proponer un Modelo de Gestión de Incidentes, aplicando las buenas prácticas de ITIL v3.0 con elpropósito de mejorar la calidad de los servicios de tecnología de la información (TI) ofrecidos por la entidad en estudio. La aplicación del nuevo modelo de gestión de incidentes implicó la formalización del proceso de gestión de incidentes de tal manera que de modificaran algunos procedimientos que se esfecifican en el presente trabajo. La aplicación del modelo propuesto estuvo respaldada por la gerencia que permitió organizar mejor al personal en el proceso de gestión de incidentes, permitiendoles capacitarse y entender la aplicación del modelo propuesto. de los resultados de la aplicación del modelo, se puede observar que la atención de incidentes y la satisfacción del usuario final mejoraron. La creación de una linea base de indicadores permitirá hacer los ajustes necesarios al modelo con el objetivo de buscar la mejora continua del modelo. / Tesis

Bakgrund: Sjuksköterskans roll i vården runt patienten är att vara omvårdnadsexpert. Vårdrelationen mellan patienten och sjuksköterskan är en viktig del av omvårdnaden. I sitt arbete har sjuksköterskan lagar och regler, riktlinjer och styrdokument att förhålla sig till. Omvårdnadsteorier föreslår olika system för hur en god omvårdnad ska bedrivas. Syfte: Att utforska vilka faktorer som påverkar patienters upplevelser av omvårdnad. Metod: Allmän litteraturöversikt. Uppsatsen är baserad på fyra kvalitativa och sex kvantitativa artiklar hämtade från Cinahl Complete, PsycINFO och PubMed. Artiklarna är kvalitetsgranskade och sammanställda efter resultatens likheter och olikheter. Resultat: Resultatet är presenterat i tre huvudkategorier, Demografiska faktorer, Kommunikation och Kompetens. En patient som får tydlig information, blir behandlad som en människa och som bemöts med vänlighet och respekt känner sig trygg och väl omhändertagen. En sjuksköterska som är kunnig och fingerfärdig och kan använda sig av sina personliga resurser för att få en god relation med patienten utstrålar professionalitet och självsäkerhet och har möjlighet att ge god omvårdnad till patienten Diskussion: Resultatet diskuteras utifrån patientupplevelsen, ramen för sjuksköterskeprofessionen och Joyce Travelbees teori om omvårdnadens mellanmänskliga aspekter / Background: The role of the nurse in caring for the patient is to be the nursing expert. The nurse-patient relation is an important part of nursing care. In her work the nurse has laws and regulations, guidelines and control documents to relate to. Nursing theories suggests different systems to carry out good nursing care. Aim: To explore which factors that affect the patient experience of nursing. Method: Literature review. The essay is based on four qualitative and six quantitative articles retrieved from Cinahl Complete, PsycINFO and PubMed. The articles were quality-reviewed and compiled based on their similarities and differences. Results: The result is presented in three main categories, Demographic factors, Communication and Competence. A patient who gets proper information, is treated like a human-being and with kindness and respect, feels safe and well taken care of. A nurse who is well educated and dexterous and who can use his or hers personal resources to get a good relation with the patient, emits professionality and self-confidence and has a possibility to give good nursing to the patient. Discussion: The result was discussed based on the patient experience, the scope of the profession of the nurse and Joyce Travelbee’s nursing theory

Department of Public Health / MPH

This thesis deals with the topic of work engagement. Firstly, various concepts of work engagement and approaches to measuring this concept are presented. Moreover, the context of engagement and its relations to important aspects of working life are being discussed. Lastly, links between work engagement and important organizational indicators of success are being outlined. The research project aims to determine relationships between selected work resources, work engagement and business performance, turnover and client satisfaction within the branch network of a Czech banking company. Research results showed a significant relationship between work engagement and all measured work resources. Part of the relationship between work resources and work engagement has been shown to be mediated through perceived meaningfulness of work. Furthermore, the significance of work engagement as a predictor of business performance was successfully verified. No significant correlations were found between work engagement, turnover and client satisfaction. Keywords work engagement, employee engagement, predictors, work resources, business performance, turnover, client satisfaction, meaningfulness of work

PACALOVÁ, JANA. Clients Satisfaction of Early Intervention Programm in the Czech republic today and in the past. Prague: Philosophical Faculty of Charles University in Prague, 2011, 93 pp. Diploma Thesis. In recent years the early intervention program and its forms with new theories and trends attract the attention of the public, the workers from other fields and also the parents themselves of children with disabilities, who appreciate the focus of the program on the family system. In my thesis I was interested in the early intervention in general. I also have dealt with the civic association the Society for Early Intervention program, which is one of the leading organizations in this field in the Czech Republic. The aim is to determine the satisfaction of our clients from the facilities providing comprehensive early intervention program in the Czech Republic for the clients with particular types of disability and compare the present satisfaction of the clients with the satisfaction in 2005. The satisfaction of the clients from facilities providing early intervention is at least five of the eight areas assessed positively and clients satisfaction is higher in 2011 than in 2005 - this is my working hypothesis I want to confirm. For this task I have chosen a quantitative research strategy. As a...

Dipart Entreprenad AB har ett affärsområde som är specialiserat på byggservice och det är verkligen något som de satsar på. Byggserviceverksamhet är något som många företag ute i den svenska byggbranschen håller på med, men i olika stor uträckning och med skillnad i kvalité på utfört arbete. Affärsområde är under ständig utveckling, detta för att både klara beställarnas men även samhällets förväntningar. I och med detta måste företaget förbättra och kartlägga det nuvarande arbetet med olika ramavtalskunder, för att vara mindre känslig för uppsägningar och ge högre kundnöjdhet. Denna rapport kommer hjälpa Dipart att hitta utvecklingsmöjligheter och se saker från en ny synvinkel, men även för att kunna uppfylla beställarnas förväntningar inom byggservice. Vilket i sin tur skall ge företaget chansen att följa med i utvecklingen men även ge en förutsättning för att ligga i framkant i branschen. Syftet med denna rapport är att upprätta en grund för processer speciellt för SigtunaHem, kolla samarbetet mellan entreprenörer och beställare samt lyfta fram svaga aktiviteter inom byggservice. Arbetsmetoden vi använt för att ta fram denna rapport är granskning av dokumentation. Såsom förfrågningsunderlag och diverse handlingar från olika beställare som använder sig av tjänsten byggservice av Dipart.  Det har även skett intervjuer med kunniga personer inom området, både inom Dipart och hos deras beställare men även utomstående aktörer har deltagit med deras kunskap.  Resultatet av detta arbete är en grund till en process för SigtunaHem och en lathund med frågor till beställaren som skall underlätta samlararbetet mellan parterna. Analysen av arbetet där vi diskuterar olika faktorer som påverkar Diparts byggservice, är ett resultat i sig själv av det som undersökts. Slutsatsen är att detta examensarbete ska vara en hjälp för företaget Dipart att uppnå högre kundnöjdhet samt så ska företaget vara mindre känslig för uppsägningar. / Dipart Entreprenad AB is a company that specializes in building services and it´s really something they are working hard with. Building Service is something that many companies, out there in the Swedish construction industry is doing, but in different large extent a difference in the quality of work performed. The construction business is under constant development, in order both to meet clients' but also the expectations of society. In doing so, the company needs to improve and identify the existing work with current clients , in order to be less vulnerable to layoffs and provide higher customer satisfaction. This report will help Dipart to find development opportunities and see things from a new point of view, but also to meet the client’s expectations in the building service. Which in turn will give the company the chance to keep up with developments but also give a condition for being at front of the industry. The purpose of this report is to establish a basis for processes specifically for Sigtunahem, check cooperation between contractors and clients as well as highlighting weak activities within building services. The work method we have used to develop this report is the examination of documentation. As specifications and various documents from different clients who use the building services of Dipart. There have also been interviews with knowledgeable individuals in the field, both within Dipart and with their clients but also external actors have participated with their knowledge. The result of this work is due to a process of SigtunaHem and a checklist of questions to the client to facilitate collects the work between the parties. The analysis of the work in which we discuss various factors that affect Diparts building services, is a result in itself of what is investigated. The conclusion is that this thesis will be a help to the company Dipart to achieve higher customer satisfaction and Dipart themselves will be less vulnerable to layoffs.

When entering a new market and working for a new client, delivery of consistent and high quality is of great importance for future opportunities. Studies have shown that from having a good internal quality control and quality assurance for client deliveries leads to increased client satisfaction and consequently more successful projects. To study this connection and how to meet client expectations when working in a new country, this thesis outlines a case study performed at Jacobs Engineering Group (Jacobs) in Stockholm. Quality is defined as the processes used to strive for a degree of perceived client satisfaction. These processes differ across different countries. This thesis has compared cultural differences identified in the case study between Sweden and the UK and assessed Jacobs’ internal methods (Project Delivery Workflow) of assuring quality to meet and exceed client expectations. The findings from this study can probably help Jacobs adapt their practices and ways of conducting business for ongoing and future projects in Sweden. Furthermore, the report will give a basis on how Jacobs should prepare their projects prior to further expansion into new markets. To fulfil the purpose of this thesis, literature was compiled with a focus of quality, culture and client satisfaction to provide a basis for the assessment. The methodology consisted of assessing Jacobs’ internal Quality Management System to identify potential areas of improvement. Following, interviews were conducted to obtain qualitative responses on how Jacobs should adapt to cultural differences within the Swedish market to meet client expectations and expand their businesses. The interviews included a quantitative segment to visualise cultural differences and identify areas where Jacobs should preferably develop to meet client expectations. The interviews were then presented and analysed using a thematic analysis to identify the most significant themes of this study. This thesis suggested that Jacobs should adapt their Project Delivery Workflow for projects of different magnitudes and improve connections between project phases and disciplines. Other suggestions were to reconfigure their organisational structure when embarking upon a project in Sweden. From the findings in this study, further recommendations were given to Jacobs on how to conduct business in Sweden from comparing cultural differences for continued cooperation with Trafikverket and what project aspects Jacobs should focus on. Lastly, this thesis concluded how Jacobs should conduct further studies to assess the importance of project aspects across borders and cultures when entering a new market to deliver projects successfully. / När ett företag äntrar en ny marknad med en ny kund så är det av stor betydelse för framtida möjligheter att leverera konsekvent arbete av hög kvalité. Tidigare studier har visat att god intern kvalitetskontroll samt försäkran för leverans av god kvalité till kunder leder till ökad kundtillfredsställelse och följaktligen ett lyckat uppdrag. För att studera denna koppling samt för att veta hur man ska möta kundförväntningar när man utför arbete i ett nytt land så kommer detta examensarbete utgöra en fallstudie för Jacobs Engineering Group (Jacobs) i Stockholm. Kvalitet är definerat som processerna som ska leda till en grad av uppfattad kundtillfredsställelse. De processer som används för att öka kundtillfredsställelsen skiljer sig mellan länder. Detta examensarbete jämförde kulturella skillnader från denna fallstudie mellan Sverige och Storbritannien, samt Jacobs interna metoder (Project Delivery Workflow) för att försäkra hög kvalitet som möter samt överträffar kundens förväntningar studerats och föreslagits till Jacobs. Resultaten från detta examensarbete är menat att hjälpa Jacobs att anpassa sitt tillvägagångssätt av pågående samt möjliga framtida uppdrag i Sverige. Vidare så kommer detta examensarbete att utge en grund av hur Jacobs bör förbereda sina projekt innan de äntrar en ny marknad för fortsatt expandering. För att uppfylla syftet med detta examensarbete så samlades litteratur in inom kvalitet, kultur och kundtillfredsställelse för att ge en grund till studien. Metoden bestod av en granskning av Jacobs interna kvalitetsledningssystem för att identifiera potentiella förbättringsområden. Fortsättningsvis så utfördes intervjuer vilket resulterade i kvalitativa svar angående hur Jacobs bör anpassa kulturella skillnader till den svenska marknaden för att möta kundens förväntningar och stärka sin position på marknaden. Intervjuerna innehöll även ett kvantitativt inslag för att visualisera kulturella skillnader samt identifiera områden där Jacobs bör anpassa sig för att möta kundens förväntningar. Intervjuerna presenterades sedan genom en tematisk analys som identifierade de viktigaste projektaspekterna kopplade till denna studie. Detta examensarbete föreslog att Jacobs bör anpassa deras Project Delivery Workflow (uppdragets arbetsflöde) till uppdrag av olika storlekar samt förbättra kopplingarna mellan uppdragets faser och discipliner. Förslag som uppkom var att Jacobs bör ändra sin organisationsstruktur när de arbetar med uppdrag i Sverige. Utifrån resultaten uppkom flera rekommendationer av hur de bör utföra uppdrag i Sverige och inom vilka delar som fokus bör ligga för förbättrat samarbete med Trafikverket. Avslutningsvis så framkom förslag till ytterligare studier Jacobs bör utföra när de äntrar en ny marknad för att beakta de viktigaste aspekterna vid uppdrag samt beakta kulturella skillnader för att leverera ett lyckat uppdrag.

This thesis focuses on the personality of social workers and their view of the quality of the nursing home in which they work . The first part is generally concerned with quality, problems caused by the quality implementation, different views of quality evaluation and finally with quality evaluation by social workers themselves. The second part is dedicated to research performed by interviewing the social wor-kers working in retirement homes and subsequently comparing the results with the theo-ry.

The aim of this study has been to develop a model from the attributes of existing management teams within a financial organisation, which can be used as a selection strategy to select more effective management teams in future. The observed attributes were linked to the managers’ work performance and behaviour. It is imperative to continuously search for valid and reliable methods to establish and improve effective combinations of selection instruments and criteria for best employment practices. Systems theory is used as a framework for this study to analyse and describe middle management teams as sub-systems of the financial organisation as a larger system. The identification of effective management teams is an attempt to combat entropy in a search for order, and to support the organisation’s survival during a period of transformation and disorder. The independent variables for the purpose of this study are divided in three themes, namely demographic attributes (job experience and academic qualifications), work performance, and personality and competencies. Work performance is described as the outcome of two measurements, namely the performance management evaluation, as well as an evaluation of their behaviour by their superiors using the Inventory of Management Competencies. Their personality and competencies were evaluated by means of the Myers-Briggs Type Indicator and the Occupational Personality Questionnaire Concept Model 4.2. Their team role preferences, as identified by Belbin, were calculated using the results of the Occupational Personality Questionnaire. The requirements of the managers’ positions were obtained by means of the Work Profiling System. The match of the profiles of the managers to the requirements of their positions was obtained by means of a computerized fit between their Occupational Personality Questionnaire profiles and the desired personality profiles as a product of the Work Profiling System. The success criteria of the research design are based on the employee-client-profit-chain model. The amount of job satisfaction experienced by employees, the satisfaction which clients experience with regard to the service they received, as well as the extent of financial growth, is identified as the dependent variables. Descriptive statistics revealed certain patterns in the data. Principal component analysis was used to condense the number of independent variables in the study. Canonical correlations were executed to determine which combinations of independent variables were associated with the dependent variables, but the correlations tended to be low. Multiple regression analysis was then utilised with respect to the three distinct dependent variables. The results culminated in the four selection models for the four manager positions in the team. / Thesis (PhD (Psychology))--University of Pretoria, 2005. / Psychology / unrestricted

Direct response advertising in the financial services industry in South Africa has become one of the most important tactics companies utilise to build and maintain market share. Ensuring that these advertising campaigns yield optimal return on investment numbers is the responsibility of marketing departments and their partners in the marketing and sales processes, such as the creative and media agencies, the distribution force, as well as the client service area that supports the client value proposition. The marketing executive therefore is accountable for the planning, budgeting and execution of direct response campaigns, which need to deliver sufficient results to support the company’s overall business objectives. The challenge all marketers face is the lack of a proven structured and scientific methodology to facilitate this planning, budgeting and execution process. It has always been a general view in the marketing fraternity that it is extremely difficult if not impossible to combine creative output measures, which are subjective in nature, with cost, sales and profit measures, which are objective in nature. This study aims to create a structured approach to marketing strategising and planning, by creating a marketing metrics model that enables the marketing practitioner to budget according to output needed to achieve the overarching business objectives of sales, cost management and profit. This marketing metrics model therefore unpacks the business drivers in detail, but through a marketing effort lense, to link the various factors underlying successful marketing output, to the bigger business objectives. This is done by incorporating both objective (verifiable data, such as cost per sale) and subjective variables (qualitative factors, such as creative quality) into a single model, which enables the marketing practitioner to identify areas of underperformance, which can then be managed, tweaked or discontinued in order to optimise marketing return on investment. Although many marketing metrics models and variables exist, there is a gap in the combination of objective and subjective factors in a single model, such as the proposed model, which will give the marketer a single tool to plan, analyse and manage the output in relation to pre-determined performance benchmarks. / Business Management / DCOM (Business Management)