Kostnaderna för den arbetsrelaterade ohälsan i form av sjukskrivningar och produktionsbortfall är stora. De arbetsorganisatoriska faktorer som har störst betydelse för ohälsan är arbetsmiljön och ledarskapet. Ledningen är den faktor som i sin tur har möjlighet till påverkan på arbetsmiljöns utformning. Detta betyder att ledaren är den faktor som har störst möjlighet att påverka medarbetarens hälsa. Enligt vissa teorier kan ledarskapsbeteendet direkt kopplas till medarbetarnas hälsa. Andra studier kopplar ledarskapsbeteendet till medarbetarnas arbetstillfredsställelse. Syftet med denna uppsats har varit att undersöka olika ledarbeteendens påverkan på medarbetarnas arbetstillfredsställelse och hälsa. Syftet har även varit att utreda om det finns något koppling mellan arbetstillfredsställelse och hälsa, det vill säga en mekanism mellan ledarskapsbeteende och medarbetarnas hälsa. För att undersöka detta har uppsatsen analyserat kvantitativa data från undersökningen ”Arbetsmiljömärkta arbetsplatser” eller  ”Attraktivaarbetsplatser i Jämtlands län”. Det teoretiska resonemang som låg tillgrund för framställningen omfattade olika ledarbeteenden, medarbetarens behov, hälsa och välbefinnande, arbetstillfredsställelse samt ledarens och medarbetarens interaktion via krav, kontroll och stöd. Resultatet i min studie visade att en ledare genom sitt beteende påverkar sina medarbetares hälsa direkt och/eller indirekt genom mekanismen arbetstillfredsställelse. / The costs of work-related illness, such as sick-leaves and drops in production, are considerable. The work organizational factors with the greatest influence over illness are workplace environment and leadership. Management, in turn, is the factor with the possibility of influencing the design of the workplace environment. This means that the leader is the one with the greatest opportunity to influence the health of co-workers. According to some theories, leader behavior may directly be connected to the health of co-workers. Other studies discern a link between leadership behavior and work satisfaction of co-workers. The purpose of this paper has been to investigate the influence of different types of leadership on the work satisfaction and health of co-workers. The essay also aimed at examining whether or not a link exists between work satisfaction and health, i.e. a mechanism between leadership behavior and health of co-workers. In order to carry out this study, quantitative data has been analyzed from the reports “Arbetsmiljömärkta arbetsplatser” or “Attraktiva arbetsplatser i Jämtlands län”. The theoretical reasoning that came to constitute a basis for the essay comprised different types of leadership, co-workers needs, health and well-being, work satisfaction and finally leader and co-worker interaction through demands, control and support. The results of my study indicated that leader behavior directly influenced the health of co-workers and/or indirectly through the mechanism work satisfaction.

ABSTRACT Title: Knowledge sharing from an employee perspective- Social factors effect on the spread of tacit knowledge at outsourcing Level: Final assignment for Bachelor Degree in Business Administration Author: Evelina Ödling and Ronja Zander Supervisor: Stig Sörling and Thomas Källquist Date: 2016 - January Aim: It has become increasingly common that organizations use external co-workers for temporary tasks and activities, that is, they choose to outsource parts of their operations. This has proven to be important to how the organizations knowledge capital is affected and, consequently, how knowledge is spread between the internal and external co-workers. Tacit knowledge is most affected by outsourcing, and there are social factors that affect co-workers motivation to share their knowledge. The purpose of this study is therefore to illustrate how knowledge is spread between internal and external co-workers with regard to tacit knowledge and social factors. Method: The study was conducted from a qualitative approach and a multiple case study which different types of employment have been studied. Social constructionism has implemented our theory of science and the hermeneutics the knowledge approach we decided to take account with the focus on interpretation and understanding. The empirical collection consists of semi-structured interviews with ten employees when we chose to proceed from an employee perspective. The theoretical framework builds on previous research about our area of interest and has acted as a base of our interview guide. The interview guide has then been used as a template to categorize empirical data and to analyze the empirical outcome. Result & Conclusions: We have according to the social factors in this study noticed that reflexitivity and the socio-psychological factor, focusing on the internal motivation is what affects the spread of the tacit knowledge between internal and external co-workers.Suggestions for future research: When the research on knowledge sharing between different forms of employment are limited, we suggest that further research should focus on studying different project groups or teams to create a deeper qualitative study. Contribution of the thesis: By highlighting the spread of knowledge between internal and external co-workers and converging multiple social factors in the same study, we have provided a theoretical contribution to the current research. The study has also generated a distribution pattern that shows that the internal co-workers spread their knowledge to both internal and external co-workers, while spread from external to internal is weak. This can be classified as the study´s practical contribution and the measures that organizations may need to use so that knowledge are spread between all co-workers. Key words: Outsourcing, knowledge sharing, external/internal co-workers, tacit knowledge, social factors / SAMMANFATTNING Titel: Kunskapsspridning ur ett medarbetarperspektiv- Sociala faktorer och dess påverkan av den tysta kunskapens spridning vid outsourcing Nivå: C-uppsats i ämnet företagsekonomi Författare: Evelina Ödling och Ronja Zander Handledare: Stig Sörling och Thomas Källquist Datum: 2016 – Januari Syfte: Det har blivit allt vanligare att organisationer använder sig av externa medarbetare till temporära uppgifter och aktiviteter, det vill säga de väljer att outsourca delar av deras verksamheter. Detta har visat sig ha betydelse för hur organisationernas kunskapskapital påverkas och följaktligen hur kunskaper sprids mellan interna och externa medarbetare. Den tysta kunskapen påverkas mest av outsourcing och det finns sociala faktorer som påverkar medarbetarnas drivkraft till att dela med sig av sina kunskaper. Syftet med denna studie är därmed att belysa hur kunskap sprids mellan interna och externa medarbetare med avseende på tyst kunskap och sociala faktorer. Metod: Studien har genomförts ur en kvalitativ ansats och en multipel fallstudie där olika typer av anställningsformer har studerats. Socialkonstruktionismen har präglat vårt vetenskapsteoretiska synsätt och hermeneutiken den kunskapssyn vi valt att beakta med fokus på tolkning och förståelse. Den empiriska insamlingen består av semi-strukturerade intervjuer med tio medarbetare då vi valt att utgå från ett medarbetarperspektiv. Den teoretiska referensramen bygger på tidigare forskning kring vårt intresseområde och har fungerat som en grund för upplägget av vår intervjuguide. Intervjuguiden har sedan använts som mall för att kategorisera empirin och för att analysera det empiriska utfallet. Resultat & slutsats: Vi har utifrån de sociala faktorerna som belysts i denna studie uppmärksammat att det främst är reflexitivitet och den sociopsykologiska faktorn med inriktning på den inre motivationen som påverkar spridningen av den tysta kunskapen mellan interna och externa medarbetare.Förslag till fortsatt forskning: Då forskning kring kunskapsspridning mellan olika anställningsformer är begränsat föreslår vi att vidare forskning bör fokusera på att studera olika projektgrupper eller team för att skapa en djupare kvalitativ studie. Uppsatsens bidrag: Genom att belysa kunskapsspridning mellan interna och externa medarbetare och sammanstrålat flera olika sociala faktorer i samma studie har vi lämnat ett teoretiskt bidrag till den aktuella forskningen. Studien har även genererat ett spridningsmönster som visar att de interna medarbetarna sprider sina kunskaper till både interna och externa medan spridningen från extern till intern medarbetare är svag. Detta kan klassas som studiens praktiska bidrag och vilka åtgärder som organisationer kan behöva vidta för att kunskaper ska spridas mellan alla medarbetare. Nyckelord: Outsourcing, kunskapsspridning, externa/interna medarbetare, tyst kunskap, sociala faktorer

The overall aim of this thesis is to illuminate meanings of being a co-worker, supervisor and closely connected to a person developing burnout, and to describe perceptions of signs preceding burnout. The thesis comprises four papers and is based on qualitative data. In papers I and II, the data material consisted of interviews with 15 female coworkers of a person developing burnout, in paper III, interviews with 12 supervisors to care providers suffering from burnout, and in paper IV, interviews on two occasions with 5 people closely connected to a person developing burnout. Thematic content analysis (I) and phenomenological-hermeneutic method (II, III, IV) was used to analyse/interpret the interview text. The findings show that the coworkers retrospectively recalled different signs preceding their workmate’s burnout. They describe that their workmate was struggling to manage alone and was showing self-sacrifice. Co-workers also describe that their workmates were struggling to achieve unattainable goals and were becoming distanced and isolated. Finally, the co-workers describe that their workmates were showing signs of falling apart (I). Meanings of being a female co-worker to a person developing burnout are struggling, on the one hand to understand and help the person with symptoms of burnout, and on the other to manage one’s own work. This burdensome situation means that the co-workers are filled with contradictory and frustrating feelings and when the workmate is finally sick-listed, troubled conscience arise in the coworkers (II). Meanings of being a supervisor for care providers suffering from burnout are struggling to help the care provider continue to work, but being responsible for the unit, the supervisors are forced to ensure that the work is carried out. As the situation proceeds, supervisors are trapped in a predicament, unable to help and feeling inadequate. When the care provider is sick-listed, feelings of self-blame arise. When the time comes for rehabilitation the supervisors are once again caught between conflicting demands in a seemingly impossible mission (III). Meanings of being closely connected to a person suffering from burnout are putting one’s life on hold in order to help the person, striving to stand by to the person developing burnout, regardless of one’s own needs. Those closely connected are saving the face of the person developing burnout in order to protect them from stress. As the situation proceeds, those closely connected carry the burden alone in this strained situation and sometimes they are treated with disrespect by the person developing burnout, a situation which reveals their own suffering. Striving to find recuperation engenders troubled conscience. This situation reveals a huge need for support for those closely connected to a person developing burnout (IV). The comprehensive understanding is that meanings of being a co-worker, supervisor and closely connected to a person developing burnout are, on the one hand, a complicated struggle to support the person and on the other to shoulder a heavy burden. They try to do everything they can to help and support the person developing burnout (II-IV), these attempts, however, do not seem to reach through (I-IV). Co-workers describe signs that something is the matter (I), but they (co-workers, supervisors and those closely connected) do not understand what is happening (IIIV). This burdensome situation is full of conflict for those involved, torn between the complicated struggle to support the person developing burnout and to manage this burdensome situation. Faced with their own shortcomings, troubled conscience arises. The comprehensive understanding of the four papers (I-IV) are discussed and reflected on with the help of social support theories and the ideas of the Danish philosopher Lögstrup’s thoughts about the ethical demand.

Syftet var att genom en kvalitativ studie undersöka hur kommunikationen mellan chefer och medarbetare i en organisationsförändring upplevs gällande omorganisering, varsel och uppsägningar. Fem personer deltog som antingen fått besked om att få stanna kvar i organisationen eller som har blivit uppsagda. Enligt resultatet kunde respondenternas upplevelser kategoriseras i fem teman: Tydlig kommunikation, Samma information till alla medarbetare, Yttre påverkansfaktorer, Empatisk förmåga vid kommunikation och Stöd. Dessa teman indikerar att ett stort fokus bör ligga på hur kommunikationen sker mellan chef och medarbetare i en omorganisering och dess delsteg då detta var av betydelse för medarbetarnas upplevelser. Resultatet visade vidare att kommunikationen bör vara tydlig och rak med en personlig prägel under hela processen, samt att samma information tidigt bör gå ut samtidigt till alla medarbetare för att undvika ryktesspridning och oro. Vidare bör ledning och chefer kunna visa empati och finnas som ett stöd för sina medarbetare under omorganiseringen. / The aim was to investigate how communication between managers and employees during an organizational change is experienced. Five subjects participated, notified of staying in the organization or having been laid off. Results indicated five themes: Clear communication, Same information to all employees, External influences, Empathic communication and Support. Given this, results indicate that a major focus should be on communication between manager and employees during a reorganization. A relation between clear communication was of importance to the employees' mood, it was also shown that same type of information should be released at the same time to all employees in order to avoid rumor spread and concern. Finally, results suggest that management and managers should show empathy and be supportive during a reorganization.

Många forskare har under flera års tid studerat fenomenet kollektivt lärande och ännu fler harstuderat ledarskap. Syftet med denna studie är att bidra med kunskap om den kollektivalärprocessen i en organisation där medarbetarna arbetar relativt självständigt. Syftet är även attsynliggöra relationen mellan det kollektiva lärandet och ledarskapets påverkan.Frågeställningarna lyder därför: Hur ser den kollektiva lärprocessen ut för medarbetarna i enorganisation där medarbetarna arbetar självständigt? Hur skapar chefen förutsättningar för detkollektiva lärandet i arbetsgruppen på en arbetsplats där medarbetarna arbetar självständigt? Vihar genomfört en fallstudie och använt oss av en kvalitativ forskningsmetod där vi genomförtåtta semistrukturerade intervjuer samt två observationer av avdelningsmöten. Intervjuerna harvarit uppdelade på två avdelningar där vi för varje avdelning har genomfört fyra intervjuer varaven har varit med avdelningschefen. Forskningsresultaten visar att medarbetarna på dennaarbetsplats lär kollektivt till viss grad, trots att de arbetar relativt självständigt. Våra slutsatservisar också på att det tycks finnas en relation mellan chefens ledarskap och medarbetarnaskollektiva lärande. De båda cheferna påverkar således det kollektiva lärandet men på olika sätt. / For many years, researchers have studied the phenomenon of collective learning. Even moreresearchers have studied the phenomenon leadership. The purpose of this study is to contributewith knowledge about the collective learning process in an organization where employees workrelatively independently. The aim is also to make the relationship between collective learningand leadership's influence visible. The questions are therefore: What does the collective learningprocess look like to employees in an organization where employees work independently? Howdoes the manager create conditions for collective learning in a workgroup where the employeeswork independently? We have conducted a case study and used a qualitative research methodwhere we conducted eight semistructured interviews and two observations of departmentalmeetings. The interviews have been divided into two departments where we have conductedfour interviews for each department, one of which has been with the head of department. Ourresults shows that the employees in this workplace are collectively educated to some extent,despite working relatively independently. Our conclusions also shows that there seems to be arelationship between the managerial leadership and the collective learning of the employees.The two leaders thus influence collective learning but in different ways.

The adoption in 1997 of the developmental approach to social welfare by the South African government has mandated a developmental role for social work in all sectors and fields, including that of local government. This approach is in line with the developmental role of municipalities. However, despite the mandate, the developmental role of social work has not yet been defined and has therefore not been widely recognised in the context of local governmental. The goal in conducting this study was to determine the developmental role of social work in the local government of the City of Tshwane Metropolitan Municipality as defined by the social workers themselves, and as also perceived by their co-workers. Social workers and their co-workers, who were from different professional categories, comprised the two groups of respondents in this study. Purposive sampling was used to select the two respective groups from one of the CTMM departments, the Department of Health and Social Development. The goal of the study required applied research. The study itself was guided by the qualitative approach and employed a case study design. The data was collected during focus groups and one-on-one interviews, following a semi-structured schedule. The findings indicated that there was a clear understanding of the developmental role of local government, but that there was a lack of clarity as to the social workers’ developmental role. The study concluded that the confusion about the role had been caused by the lack of both appropriate training for social workers in this respect and a proper tool with which to monitor and evaluate the role, as well as the existing iv discouraging environment, none of which were conducive to a satisfactory performance by social workers. It is recommended that the job descriptions of social workers be revised to include their developmental role in the CTMM and that this be formalised in a policy. This would not only demarcate the role of social workers, but would also oblige the CTMM to create an enabling environment in which they could carry out this role. CTMM should, in collaboration with all stakeholders, explore, develop and implement a suitable monitoring and evaluating tool for the developmental role of social workers. / Dissertation (MSW)--University of Pretoria, 2013. / gm2014 / Social Work and Criminology / unrestricted

Fire fighters are involved in critical decision making situations, and under-performance and lack of job satisfaction due to burnout could adversely affect the welfare of the people that are being provided with the service. This study thus investigated the relationship between burnout and job satisfaction amongst operational fire fighters. Two measuring instruments were used: the Pines, Aronson & Kafry (1981) Burnout Index, and the Smith, Hulin and Kendall (1969) Job Descriptive Index. This study was conducted amongst 102 fire fighters working for a local authority. Through a literature review, burnout and job satisfaction were defined, and a link between the two constructs outlined. Through an empirical study, the relationship between burnout and job satisfaction was determined. Supporting evidence indicates a negative correlation between burnout and job satisfaction, as well as revealing social support amongst co-workers as being an important buffer against the effects of burnout. / Industrial and Organisational Psychology / M.A. (Industrial Psychology)

Bakgrund och Syfte: Tidigare forskning inom employer branding menar att det finns ett behov för ytterligare forskning vad gäller hur företag i praktiken tillämpar employer branding och vilka processer och arbetsmetoder som används. Syftet med vår studie är att utifrån ett styrningsperspektiv skapa förståelse för hur kunskapsintensiva företag genom tillämpning av employer branding hanterar konkurrensen om kompetenta medarbetare, med avseende på employer branding som process och dess arbetsmetoder.   Metod: Denna studie är en kvalitativ flerfallsstudie som utgår från en abduktiv ansats. För att skapa förståelse har vi antagit ett hermeneutiskt synsätt. Det empiriska materialet har samlats in genom semi-strukturerade intervjuer, som sedan sammanställts utifrån de teman som vår teoretiska referenram är uppbyggd kring. I analysen har vi ställt empiri mot teori, samtidigt som vi jämfört företagen mot varandra.   Resultat och Slutsats: Studien har påvisat tillämpning av arbetsmetoder i praktiken inom employer branding arbetet som tidigare forskning inte nämnt. Genom att vi kartlagt och identifierat nya arbetsmetoder menar vi att vi skapat ökad förståelse för tillämpning av employer branding som process och dess arbetsmetoder. Därav menar vi att syftet i studien besvarats.   Förslag till fortsatt forskning: Då vi funnit att det finns en viss problematik med att mäta effekten av employer branding menar vi som förslag att det vore intressant att undersöka hur företag i praktiken upplever och hanterar mätningar inom employer branding över tid. Vi föreslår även att vidare forskning bör undersöka hur företag säkerställer att medarbetare lever upp till företagets EVP, i de fall då EVP innefattar värdeord som förutsätter medarbetarnas efterlevnad.     Studiens bidrag: Vår studie bidrar med att minska det gap som finns i forskningen genom att vi i praktiken identifierat processer och arbetsmetoder som teorin tidigare inte nämnt. Vidare bidrar vi även med att tydliggöra och konkretisera tillämpningen av employer branding för företag i praktiken. / Aim: Previous research within employer branding suggests there is a need for further research regarding how companies use employer branding in practice and what processes and working methods they use. The purpose with our study is to, from a management-perspective, create an understanding for how knowledge-intensive companies through use of employer branding handle the competition of talented co-workers, regarding employer branding as a process and its working methods.   Method: This is a qualitative multiple case study with an abductive approach. To create a deeper understanding we have applied a hermeneutic approach. The empirical data has been gathered through semi-constructed interviews, and then been analyzed from the themes in our theoretical framework. When analyzing, we have compared the empirical findings against the theory, and also compared the companies to each other.   Conclusions: The study has demonstrated that the practitioners of employer branding are using working methods which previous research within the field have not mentioned earlier. We suggest, that through mapping the working methods, and through the fact that we have identified new working methods, we have created a deeper understanding of the use of employer branding as a process, and for the working methods used in practice. By doing so, we claim that we have responded to the purpose of our study.   Suggested future research: We have discovered a problem regarding measuring the effect of employer branding. Therefore, we suggest that it would be interesting to study how companies handle and experience the measurings over time within employer branding. We also suggest further research regarding how companies ensure that co-workers conform to their employers´ EVP, in the case where the EVP implicates words that presume co-workers conforming to it.   Contribution of the thesis: Our study contributes to the research by decreasing the gap we found in the research, by identifying processes and working methods within practice that previous research within the field have not mentioned earlier. We also contribute to practice by clarifying and concretizing the use of employer branding.

In the light of present problems with stress related illness in organizations, often affecting women working in health care, the purpose of the current study was to examine proactive and malleable factors that could influence nurse’s perception of work stressors. Based on a model, self-efficacy and grouped organizational factors were examined as antecedents to the outcome of anxiety and stress via cognitive appraisals. The mediating role of the cognitive appraisals was further examined. The sample consists of 117 nurses and assistant nurses of which 112 were females working at a hospital in southern Sweden. The analyses were conducted with simple and multiple regressions. The result revealed that self-efficacy and the organizational factor together serve as antecedents to cognitive appraisals of stress, however, contrary to previous research, not to all appraisals. The mediating role of the cognitive appraisals showed that the harm appraisal mediate the relation between the organizational factor and the outcome of both anxiety and stress. The threat appraisal is found to partly mediate the relation between the organizational factor and the anxiety outcome as well as the stress outcome. The result further showed a none mediation role for the challenge appraisal between any of the antecedents and the outcomes, which suggest that the challenge appraisal do not serve as an underlying mechanism in either relationship. Other relations in the model are further shown and discussed in the study together with limitations, implications and suggestions of future research.

Sammanfattning En utmaning för många kommuner i dagens digitala samhälle är att skapa effektiva och samhällsnyttiga e-tjänster för medborgare. Dessa e-tjänster skall förenkla kommunikationen mellan kommun och medborgare men också bidra till mer öppnare förvaltningar i kommunerna. För att göra detta behöver först en utveckling och förankring ske internt hos förvaltningarna i kommunen. För att åstadkomma denna utveckling av e-tjänster kan ett processorienterat arbetssätt användas. Processorientering innebär att man upprättar effektiva processer internt genom att optimera och utveckla sin egen verksamhet. Detta görs genom processmodellering där man identifierar alla de aktiviteter som finns i verksamheten och sätter in dem i ett samband för att i slutändan kunna få ut ett högre värde och bättre service för medborgaren. Att verksamhetsutveckla och att tänka i processer är inget nytt men att automatisera detta tänk kan vara en utmaning för många kommuner, en utmaning som skall resultera i kompetenta e-tjänster. Uppsatsen grundar sig i en kvalitativ studie där syftet är att kartlägga betydande konsekvenser av att en kommun använder sig av processorienterad e-tjänsteutveckling. Vi har genom en fallstudie intervjuat ett flertal medarbetare på en kommun för att få fram dessa konsekvenser. Perspektiven som har studerats är hur den interna verksamheten påverkas som helhet och hur dess medarbetare berörs. Tillsammans med den empiriska basen (i form av fallstudie, intervjuer och dokumentstudier) återfinns även en teoretisk referensram som vi knutit an till och därmed kunnat komma fram till en slutsats. Kommunen som har studerats bedriver sin processorientering genom att arbeta efter en viss metodik som innebär att processmodellörer och representanter från olika förvaltningar möts i workshopsbaserade sittningar. Deras uppgift är att tillsammans ta fram verksamhetens och medborgarnas krav och behov som sedan skall resultera i stringenta och digitaliserade processer. I och med denna metodik har många konsekvenser kunnat identifieras. Huvudsakliga vinster som kan uppstå när man sätter verksamhet och medarbetare i fokus är dels att man långsiktigare kan få en mer flexibel och slagkraftigare verksamhet som både förbättrar arbetsmetoder och ökar delaktighet hos medarbetare. I slutändan skall medarbetarna själva utveckla sin verksamhet och därmed kan man enklare påverka sin egen arbetssituation och ständigt sträva efter förbättringar. Detta i sin tur kan leda till en mer kundorienterad kommunal verksamhet där konsekvenser av att arbeta med processorientering leder till en god bas för kommande utveckling av e-tjänster. Dock är det viktigt att tänka på att engagemang är en viktig faktor för framgång. För långa och för många workshops kan leda till negativitet som i sin tur kan minska detta engagemang. Därmed kan det sluta med att man får dåliga processer som varken ger förhöjd nytta till medborgare eller mot den interna verksamheten. Får man till en god mobilisering och organisatorisk förberedelse för att utveckla e-tjänster ger vi som förslag att man behöver tänka på efterdokumentering och utvärdering, något som kan vara till stor hjälp för andra kommuner som vill utöva intern processorientering. Delad kunskap ger ökad kunskap och blir därmed en viktig pusselbit i ansatsen att få hållbara och livskraftiga processer som genererar samhällsnyttiga e-tjänster. / Abstract A challenge for many municipalities in today's digital society is to create effective and societal useful e-services for citizens. These e-services are to facilitate communication between the municipality and citizens but also to contribute to more open government in the municipalities. To accomplish this, the municipalities first need to develop and secure the internal administrations. To achieve this development of e-services, a process-oriented approach can be used. Process orientation means that you set up efficient processes internally to optimize and develop their own activities. This is done through process modeling, identifying all the activities available in the business and put them in a relationship that ultimately will generate a higher value and better service for citizens. To develop the business and to think in processes is not new, but to automate this thinking can be a challenge for many municipalities, a challenge that will result in qualified e-services. The essay is based on a qualitative study that aims to identify significant implications that a municipality can get when using process-oriented e-service development. Through a case study we have interviewed several employees of a municipality to produce these implications. The approaches that have been studied are how the internal operations are affected as a whole and how its employees are affected. In addition to the empirical base (in the form of case studies, interviews and document studies) we have linked a theoretical framework and thus have been able to come to a conclusion. The municipality that has been studied conducts its process orientation by working with a specific methodology, which means that process modelers and representatives from various administrations meet in workshop-based sessions. Their task is to jointly develop the business and the citizens' demands and needs which will then result in stringent and digitized processes. With this methodology many implications has been identified. The main benefits that can arise when you put the business operations and employees in focus is partly that in the longer term you can have a more flexible and stronger organization, activities that both enhance working practices and increase participation among employees. In the end, the employees themselves develop their activities and thus can more easily influence their own work situation and constantly strive for improvement. This in turn can lead to a more customer-oriented business where the implications of working with process orientation lead to a good base for future development of e-services. However, it is important to note that involvement is a critical success factor. Too long and too many workshops can lead to negativity, which in turn may reduce this commitment. This may lead to that you can get bad processes that do not provide increased benefits to citizens or to the internal operations. I you get a good mobilization and organizational preparation for the development of e-services we provide as suggestions that it is important to think about documentation and evaluation of the project. This in turn could be of great assistance to other municipalities who wish to pursue internal process orientation. Shared knowledge equals increased knowledge and thus becomes an important factor in the approach to sustainable and dynamic processes that generate societal and useful e-services.