<p><strong>Bakgrund:</strong> Runt omkring oss i samhället finns det organisationer av olika slag. De organisationer som påverkar oss mest i vårt dagliga liv är dock troligen de kommersiella. För sådana organisationer utgör ägarna en stark intressentgrupp då de tillför kapital till verksamheten och för detta kräver ersättning i form av avkastning. För många kommersiella organisationer finns det dock fler intressenter med andra krav på organisationen och dess verksamhet, till exempel måste industrier investera i reningsanläggningar för att inte släppa ut skadlig rök till omgivningen. För de flesta organisationer finns det följaktligen minst två olika måldimensioner. Å ena sidan har vi ägare och investerare som vill ha avkastning på sitt kapital. Å andra sidan finns det intressenter som kräver saker som hög kvalitet, hög säkerhet och tillförlitlighet. Dessa olika krav kan skapa en målkonflikt för verksamheten.</p><p><strong>Syfte: </strong>Syftet med denna uppsats är att studera och analysera hur målkonflikten mellan intressenters säkerhets- och lönsamhetskrav hanteras i verksamhetsstyrningen.</p><p><strong>Genomförande:</strong> Med hjälp av intervjuer har vi genomfört fallstudier vid organisationer inom äldreomsorg och kärnkraftsindustri.</p><p><strong>Resultat: </strong>Vår studie visar på en rad faktorer som bör tas i beaktning vid organisationer med målkonfliktsproblematiken. Ledningen måste vara tydlig i sin målprioritering och kommunikation, ha en tydlig hantering av sina intressenter och deras krav samt att det bör finnas tillfredställande system för felidentifiering och rapporteringsmöjligheter för de anställda.</p> / <p><strong>Background: </strong>In the society we live in, there are different kinds of organizations. The organizations that affect us the most however are probably the commercial ones. For these organizations, the owners form a strong a group of stakeholders since they invest capital and therefore require return on their investments. Nevertheless, some organizations also face demands of safety and quality from other stakeholders. With this in mind it becomes clear that organizations sometimes have to handle at least two dimensions of goals, owners that demand yield and the general public that demands a satisfying amount of safety. These different kinds of goals and demands can create a goal conflict situation within the organizations.</p><p><strong>Aim: </strong>The purpose of this study is to explore and analyze how the conflict between safety and economic goals is handled in the operating control.'</p><p><strong>Completion: </strong>A case study was carried out in the geriatric care and nuclear power industry by means of qualitative interviews.</p><p><strong>Results: </strong>The result of this study indicates that there are certain aspects to bear in mind for organizations facing the goal conflict situation. The management has to be clear about what to prioritize and then clearly communicate this priority to the employees. The organization should also have a clearly defined stakeholder strategy concerning their demands and requirements. Finally, it is also important for an organization that employees have proper communication channels and failure identification systems, so that problems can be emphasized.</p>

Bakgrund: Runt omkring oss i samhället finns det organisationer av olika slag. De organisationer som påverkar oss mest i vårt dagliga liv är dock troligen de kommersiella. För sådana organisationer utgör ägarna en stark intressentgrupp då de tillför kapital till verksamheten och för detta kräver ersättning i form av avkastning. För många kommersiella organisationer finns det dock fler intressenter med andra krav på organisationen och dess verksamhet, till exempel måste industrier investera i reningsanläggningar för att inte släppa ut skadlig rök till omgivningen. För de flesta organisationer finns det följaktligen minst två olika måldimensioner. Å ena sidan har vi ägare och investerare som vill ha avkastning på sitt kapital. Å andra sidan finns det intressenter som kräver saker som hög kvalitet, hög säkerhet och tillförlitlighet. Dessa olika krav kan skapa en målkonflikt för verksamheten. Syfte: Syftet med denna uppsats är att studera och analysera hur målkonflikten mellan intressenters säkerhets- och lönsamhetskrav hanteras i verksamhetsstyrningen. Genomförande: Med hjälp av intervjuer har vi genomfört fallstudier vid organisationer inom äldreomsorg och kärnkraftsindustri. Resultat: Vår studie visar på en rad faktorer som bör tas i beaktning vid organisationer med målkonfliktsproblematiken. Ledningen måste vara tydlig i sin målprioritering och kommunikation, ha en tydlig hantering av sina intressenter och deras krav samt att det bör finnas tillfredställande system för felidentifiering och rapporteringsmöjligheter för de anställda. / Background: In the society we live in, there are different kinds of organizations. The organizations that affect us the most however are probably the commercial ones. For these organizations, the owners form a strong a group of stakeholders since they invest capital and therefore require return on their investments. Nevertheless, some organizations also face demands of safety and quality from other stakeholders. With this in mind it becomes clear that organizations sometimes have to handle at least two dimensions of goals, owners that demand yield and the general public that demands a satisfying amount of safety. These different kinds of goals and demands can create a goal conflict situation within the organizations. Aim: The purpose of this study is to explore and analyze how the conflict between safety and economic goals is handled in the operating control.' Completion: A case study was carried out in the geriatric care and nuclear power industry by means of qualitative interviews. Results: The result of this study indicates that there are certain aspects to bear in mind for organizations facing the goal conflict situation. The management has to be clear about what to prioritize and then clearly communicate this priority to the employees. The organization should also have a clearly defined stakeholder strategy concerning their demands and requirements. Finally, it is also important for an organization that employees have proper communication channels and failure identification systems, so that problems can be emphasized.

Studiens syfte var att undersöka målkonflikter inom primärvården i Region Skåne samt vilken inverkan patientens fria val har på dessa konflikter. En kvalitativ fallstudie av sju vårdcentraler i Region Skåne genomfördes. Fyra av vårdcentralerna var belägna på landsbygden och övriga tre var lokaliserade i två utav Skånes största städer. Semistrukturerade intervjuer med verksamhetschefen för respektive vårdcentral utfördes.Region Skåne styr primärvårdsverksamheten genom fastställande av budget samt genom att bestämma hur aktuellt ersättningssystem ska vara utformat. Dagens ersättningsystem upplevs komplicerat att använda, men enkelt att manipulera.Patientens fria val, med obegränsat antal omlistningsmöjligheter, påverkar vårdcentralernas budgetplaner. För vissa verksamheter innebär ett ständigt varierat patientunderlag snabbt inaktuella budgetunderlag. Det fria valet påverkar även patientsäkerheten genom avsaknad av kontinuitet.Det horisontella och vertikala ledningssystemet är sammanhängande och medför en ständig balansgång för verksamhetscheferna inom primärvården Region Skåne. / The purpose of this study was to investigate goal conflicts in primary care in Region Skåne and what impact the patient's free choice has on these conflicts. A qualitative case study of seven health centers in Region Skåne was conducted. Four of the health centers were located in the countryside and the other three were located in two of Skåne's largest cities. Semi-structured interviews with the head of operations for each health center were conducted.Region Skåne manages the primary care operations by determining the budget and by deciding how the current compensation system should be designed. Today's replacement system is perceived as complicated to use, but easy to manipulate.The patient's free choice, with an unlimited number of re-listing options, affects the health centers' budget plans. For some operations, a constantly varied patient base means rapidly outdated budget bases. Free choice also affects patient safety through a lack of continuity.The horizontal and vertical management system is coherent and entails a constant balancing act for the heads of operations within primary care in Region Skåne.

Developing countries are increasing their adoption of information systems at the country level now. One important aspect distinguishing the implementation of information systems in developing countries from that in developed countries is that developing countries usually lack the resources and capability for training and support, and the workers need to learn to use the system from their own experience. Thus, a better understanding of the workers’ learning-by-doing after the implementation of an information system in developing countries may have important theoretical and practical implications, but empirical evidence on this issue remains limited. This dissertation seeks to fill in the gap by investigating workers’ learning-by-doing after the implementation of an information system at two levels. First, it studies how an individual customs agent’ experience preparing and submitting customs documents influences her performance in document preparation and submission tasks. Second, it also examines how an agent-inspector dyad’s experience working together affects the performance of customs inspection tasks completed through the cooperation of the dyad. The first chapter provides an overview of the dissertation. The second chapter examines how the relatedness of workers’ prior experience affects their learning-by-doing and operational performance in service work. Prior research has viewed relatedness along a single dimension. However, tasks and the underlying knowledge required for task performance can vary along multiple attributes. This chapter extends prior conceptualizations of relatedness by defining it as a multi-dimensional construct and also accounting for the level of task relatedness between different categories in each task dimension. It separates the level of workers’ experience from the relatedness of their experience, and then link the two constructs to workers’ task performance, including their efficiency and quality. Analyzing data on the processing of 998,258 import customs declarations in Costa Rica from 2006-2010, the second chapter finds that customs agents, the major workers processing the customs declarations, learn from their experience to improve their time to complete the task but not their quality of completion. Moreover, it finds that the relatedness of customs agents’ experience to their current task is positively related to the quality of task completion but has a U-shape relationship with completion time, such that the completion time first decreases with and then increases with an increase in customs agents' experience relatedness. The chapter also finds that the impact of customs agents’ experience relatedness is enhanced when the agents have more experience. Overall, the results highlight the role of experience relatedness in workers’ performance in learning-by-doing service work, and help to identify ways for managers to improve different operational performance measures. Many service tasks are completed by dyads rather than by an individual worker. In this setting, the individuals in the dyad not only need to acquire knowledge about the task, but also have to learn to work with each other. Thus, individuals’ experience working together may have significant performance implications for dyads. However, this effect remains largely unexamined, especially when there are conflicts within the dyad. In the third chapter, it theorizes how a dyad’s experience working together influences the dyad’s task performance, and label it as a learning-by-working-together effect. The chapter further proposes that the impact of dyad experience can vary across tasks with different levels of complexity, goal conflict, and combinations of the two. It examines learning-by-working-together in a setting where there is goal conflict, but the dyad must work together to complete the task: customs inspections. Based on a field study on data of 323,520 customs inspections in Costa Rica, the third chapter shows that the number of prior interactions between a customs agent and a customs inspector is positively associated with the agent-inspector dyad’s efficiency in customs inspection. In addition, it demonstrates that the impact of an agent-inspector dyad’s experience working together is greater for high-complexity tasks than for low-complexity tasks, and weaker for high-conflict tasks than for low-conflict tasks. It also shows that due to a joint effect of task complexity and task-level goal conflict, dyad experience exhibits the largest impact on the performance of high-complexity, high-conflict tasks. The chapter discusses the implications of our results for the study of learning curves and for the practice.