Master of Agribusiness / Department of Agricultural Economics / Jason Bergtold / It is challenging to know when customers are satisfied or dissatisfied with a product or service. Feedback mechanisms such as surveys are frequently used to gain feedback and evaluate the customer’s perceptions of the product or service. John Deere, like most companies, takes an active role in understanding customer satisfaction, using surveys and feedback through field teams and the dealer channel. Shortcomings with this method include the need for customers to voice their complaints first, which can take a significant amount of time, delaying John Deere from providing needed service. The purpose of this research is to examine the usefulness of using primary diagnostic data collected by John Deere to assess customer satisfaction. Specifically, to examine if the number of diagnostic trouble codes (DTCs) on a John Deere 8R series row crop tractor experiences has an impact on customer satisfaction scores reported on surveys. Then determine if this data would be useful to help identify dissatisfied customers proactively. Statistical analysis and regression were used to understand the impact DTC’s have on customer satisfaction. Analysis indicates that for every 100 Total DTC’s a machine exhibits one could expect to see a 4 point reduction in overall CSI score by the customer. This information may prove valuable in being able to understand customer satisfaction more proactively.

The world today is confronted by the worst financial and economic crisis since the Great Depression of 1920’s. Due to the financial system being globalised and interdependent, the contagion effects of the financial crisis trickled down to Europe and ultimately triggered the recession of 2007-2009, which had far-reaching repercussions on cross-border economic activities. The severe international downturn had a significant effect on the Swedish economy and Swedish SMEs. Moreover, the recession has heightened economic uncertainty and combined with the existing challenges facing SMEs, created one of the most difficult business climates in decades, hence, a prevailing need for creating resilience. The purpose of this study is to examine how Swedish Internationalised SMEs remain resilient during times of recession. This will be studied through investigating what resources and capabilities were crucial for building resilience and how the SMEs changed their strategy during the recession to remain resilient. The study is conducted through a qualitative case study and an abductive approach in order to get a profound insight into the firm’s behaviour. The theoretical framework is founded on the area of strategy and resilience, by accounting for strategy formulation, the RBV, resilience and strategic change. Moreover, the empirical chapter presents the results of the data gathered from the six case companies and is structured according to the companies and the three research problems. In the analysis, the patterns emerging from the theoretical framework and the empirical data is analysed based on the three research problems through trying to understand the underlying reasons for the emerging patterns. The study conclude that Swedish internationalized SMEs remained resilient during the recession of 2007- 2009, through reconfiguring its critical resources and capabilities, and changing their strategy to adapt to the changes in the external environment caused by the recession.

in English DP: Possibilities of integration of the subjects of Health Education and Art Education at the Secondary School Autor: Bc. Magdalena Hajná This diploma thesis presents results of examining the possibility of integration of subjects of "Art education" and "Health Education" at the lower secondary level of education. The result is a project of linking the selected subjects into the education curriculum for the sixth year of elementary school. In a theoretical part, I focused on the brief history and the present of education fields of Health Education and Art Education. I outlined its basic characteristics; I summarized important starting points for their integration and I outlined the common goals and contents. I have used weaknesses, strengths, opportunities and threats (SWOT) analysis made in a specific studied school in Prague to specify and refine focus and form of this thesis. Another source of data was a School Counseling Program called "Spolu to zvládnem" (in English: Together we succeed) which was previously run on the studied school. Goal of the program mentioned was to rebuild class team spirit after a part of children leaving class in favor of eight-year grammar schools. As a practical part of this diploma thesis project, I have collected data of knowledge and experience of the...

Personal inom gymnasiesärskolan arbetar i en verksamhet som kan vara farlig. Det är inte så ovanligt att personal möts av hot och våld i sin vardag. Elever gör rätt om de kan och frustration och stress i situationer som de upplever att de inte kan behärska kan leda till utmanande beteenden. Det är därför personalens uppgift att arbeta förebyggande för att elever inte ska behöva känna stress och frustration. Syftet med denna studie var således att få en fördjupad kunskap om hur personal inom gymnasiesärskolan kan arbeta proaktivt med elever och utmanande beteenden. Elever som upplever att lärmiljön är begriplig, hanterbar och meningsfull behöver inte känna stress och frustration. För att uppnå studiens syfte utfördes intervjuer med elva personal inom två gymnasiesärskolor. I personalens beskrivningar av sin verksamhet visar de att de har ett proaktivt förhållningssätt och att de med metoder, strategier och i sitt bemötande av elever aktivt försöker reducera belastningar så att elever inte ska behöva känna stress och frustration. Det finns dock ramfaktorer som innebär att personalen inte alltid lyckas i det proaktiva arbetet. / Personnel in upper secondary schools for students with special needs work in a field that can be dangerous. It is not uncommon for personnel to be faced with threats and violence in their everyday lives. Students do well if they can and frustration and stress in situations that they find that they cannot master can lead to challenging behaviors. It is therefore the task of the personnel to work preventively so that students do not have to feel stress and frustration. The aim of this study was thus to gain an in-depth knowledge of how personnel in the upper secondary school for students with special needs can work proactively to avoid stress and frustration among students. Pupils who feel that the learning environment is understandable, manageable and meaningful need not feel stress and frustration. To achieve the aim, interviews were carried out with eleven personnel within two upper secondary schools for students with special needs. In the personnel's descriptions of their activities, they show that they have a proactive approach and that, with methods, strategies and in their treatment of pupils, they actively try to reduce pressure so that students do not have to feel stress and frustration. However, there are framework factors that mean that the personnel does not always succeed in the proactive work.