Background: Research focusing on Food Distribution (FD) from various professionals’ and organisational perspectivesare lacking. The aim of this study was therefore to explore various professionals’ experiences of involvement in FD inorder to get comprehensive understanding of the organisation, responsibilities and roles. Methods: This qualitative study is a part of a larger project with an action research approach focusing on FD in themunicipal home service and care for home-living elderly persons in a municipality in southern Sweden. The data wascollected through participatory observations (n=90 occasions and in total 480 hours), repeated focus group interviews (n =4) with different professionals (n =10) involved in the FD process and one individual interview. The material was analysedby qualitative manifest and latent content analysis. Results: The study indicates that Food Distribution is a fragmentary intervention where a comprehensive perspective andclear roles of responsibility are lacking. The FD organisation seemed to be strictly divided and limited by constraintsregarding time and money. The fragmented organisation led partly to staff only taking responsibility for their part of thechain and no one having the full picture of and responsibility for the FD process, but also to some professionals takingmore responsibility than they were supposed to. Conclusions: The aim of the study was met by using an action research approach. The study was however limited by thatno home help officers were represented. The FD appeared as an extremely complex chain of different but connectedactivities. It is not merely the distribution of a product, i.e. the meal box. The fragmentation of FD means that staff onlytakes responsibility for their part of the chain, and that no one has the full picture of or responsibility for the FD process.Consequently, there is a need for an outline of responsibilities. The findings have implications for nursing, gerontology,and in the care for the elderly. / <p><strong></strong> </p>

Process mining aims at discovering processes by extracting knowledge from event logs. Such knowledge may refer to different business process perspectives. The organisational perspective deals, among other things, with the assignment of human resources to process activities. Information about the resources that are involved in process activities can be mined from event logs in order to discover resource assignment conditions, which is valuable for process analysis and redesign. Prior process mining approaches in this context present one of the following issues: (i) they are limited to discovering a restricted set of resource assignment conditions; (ii) they do not aim at providing efficient solutions; or (iii) the discovered process models are difficult to read due to the number of assignment conditions included. In this paper we address these problems and develop an efficient and effective process mining framework that provides extensive support for the discovery of patterns related to resource assignment. The framework is validated in terms of performance and applicability.

Much has been written in the field of Customer Relationship Management (CRM). Current literature has focused on various industries such as telecommunications, hospitality, banking, finance, insurance etc; nothing has been investigated within New Zealand’s electricity lines companies and very little has been undertaken academically within New Zealand. This thesis explores for the first time The Anatomy of a CRM Initiative within an electricity lines company; a phenomenon which until recently was inaccessible to scientific investigation. The researcher also breaks new ground by empirically measuring for the first time CRM processes and practices from a New Zealand organisational perspective. CRM is based on three central assumptions that (1) customers want a relationship with suppliers of products or services, (2) CRM is a process or practice that all organisations to some degree either engage or should engage in, and that (3) good CRM increases the level of emotional bond between customer and supplier. As a result of undertaking this research, the researcher came to the conclusion that these assumptions may be fundamentally flawed. In the context of the single case study organisation, the researcher found that few customers wanted an active relationship with their supplier and the extent of these relationships varied across segments; up until this research, previous authors had suggested this scenario existed based on anecdotal evidence alone. From a case study, lines company industry and wider New Zealand organisational perspective, not all organisations demonstrated processes and practices were in place to proactively engage with their customers. Finally the research showed that the emotional bond between customers and the case study organisation is essentially the antithesis of traditional loyalty marketing which suggests that stronger emotional bonds are fostered based on good or excellent service. The researcher found evidence to suggest that, from a lines company perspective, emotional bonds are driven by poor quality rather than good quality.