<p>Currently, our world is getting more and more connected: information flows are everywhere at anytime. We are only at the beginning of the communication era. However, few want to know how those data are delivered as long as they are well delivered. Which paths they take, using optical fibres or regular copper cables, such questions do not matter for end-customers.</p><p>As a part of a telecommunication company, these questions do really matter. As networks become increasingly complex, it is significant to keep them under control and make them reliable to deliver high-quality services to users.</p><p>One of our main problems is how to get a representation of this network. More precisely how to get a relevant image of elements that compose this huge web and what points are significant in order to increase the quality of offered services. This thesis will try to answer these questions.</p>

<p><p>Rapporten tar upp och behandlar ämnet betalväxlar utifrån en utvecklares perspektiv. Två företag som varit i eller nära inpå processen att utveckla en webbshop har intervjuats och jämförts med utbudet hos ett antal olika betalväxlar. Intervjuerna har visat ett resultat som är mycket troligt att man som ny utvecklare kommer i kontakt med i början. Positionen kan då vara både som utvecklare eller som ägare till webbshoppen. Det gick även att konstatera att det fanns ett antal betalväxlar lämpade för olika kunskapsnivåer. Professionell hjälp i form av råd och implementation måste inte tvunget vara en nödvändighet för att man ska kunna sätta upp en relativt avancerad webbshop.</p></p> / <p><p>This report deals with online Payment Service Providers (PSPs) from the developer's point of view. Two companies that were in or in close connection to the process of developing a web shop were interviewed and compared to the suppöy of payment options at a number of different payment PSPs. The interviews has shown a result which is probable that a new developer will get in contact with in the beginning. The position could be either as a web developer or as an owner of a web shop. It was also possible to establish that there were a number of PSPs suitable for different levels of knowledge within the field. Professional help such as advices and implementation is not necessary in order to be able to set up a relatively advanced web shop.</p></p>

This is a dissertation about customer focus. Customer focus is a concept that can be understood in terms of giving the customer what the customer wants. It has been argued that the industrial society has transformed into a service society with the obvious consequence that services nowadays play a leading part, not at least in regard to customer focus. The customer of today is claimed to have lost interest in mass consumption and is much attracted to personalized and unique solutions, something that results in the fact that businesses must create or develop customer focus, i.e. listen to the customer’s wishes, needs, and demands. According to most researchers in this field, “service excellence” is the primary aspect one firm can use in order to successfully compete with other similar firms. According to Service Management, customer focus is much about developing a personal relationship between the service provider (employee) and the customer. In order to that, the service provider needs to adjust his or hers behaviour in accordance with the customer. This circumstance has a tendency to lead to a “master-and-servant” relation, in which the service provider must obey the various wishes, needs, and demands any customer may have. Most studies on customer focus have been undertaken in the context of low skill service work, but the results have often (implicitly) been generalized to comprise all service work in the whole service sector. As a consequence of this situation, my survey takes on high skill service work (banking and health care). The main purpose of the survey is to examine if the results and analyses, presented from service management apply when the services are not low skill. The results from this survey shows that Service Managements heavily emphasis of the personal relationship between employee and customer – in which the service provider in some meaning need to undertake the role of a servant – can be questioned. The results also show that there is a discrepancy between (bank customers’ and patients’) opinion on an abstract comprehensive level and a specific level where various situations and errands are defined. Further, the dissertation shows that the various factors that can be included in the conception of customer focus, need to be examine more carefully. Some factors integrate in a way that makes it difficult to separate them, and one specific factor can in fact hold a variety of essences.

This qualitative research used the Long Interview method to study cultural and gender influences on mental health, health beliefs, health behaviour, help-seeking and treatment expectations for mental health problems in newcomers to Canada who are members of an ethnocultural, visible minority population - the Sri Lankan Tamils. The study employed a comparative design and analyzed data from interviews with Tamil men (N=8) and Tamil women (N=8) who self-identified as having been diagnosed with depression, and service providers (N=8) who provide frontline mental health and related services to the Sri Lankan Tamil community. The objectives were to a) understand cultural and gender factors inherent in the Sri Lankan Tamil community; b) investigate how these cultural and gender factors impact mental health and influence the trajectory of help-seeking and treatment for depression in the Sri Lankan Tamil community; c) explore the intersection of culture and gender as it relates to health behaviour; and d) explore service providers’ perceptions of the influence of culture and gender in relation to help-seeking for mental health problems and the application of this understanding to service delivery. The study found that the respondents equated social function with health and that this concept informed help-seeking and treatment expectations. Socially appropriate functioning was seen as an indicator of health, and this differed by gender. Gender-differentiated social stressors contributed to depression. Women played a role as enablers of care, both for family members and acquaintances. Men were more resistant to help-seeking and tended to disengage from care. There was a distinct preference for service providers who understood the culture and spoke Tamil. Religious groups served a social support function. Family physicians and Tamil service providers in the social service sectors were identified as key players in the pathways to care. Service providers did not appear to understand the community’s holistic view of health; however, they did use their knowledge of the community to make adaptations to practice. Recommendations that result from these findings include health promotion and prevention strategies beyond the traditional health care system, targeted culture and gender-informed interventions, and the need for multisectoral collaborations.

This qualitative research used the Long Interview method to study cultural and gender influences on mental health, health beliefs, health behaviour, help-seeking and treatment expectations for mental health problems in newcomers to Canada who are members of an ethnocultural, visible minority population - the Sri Lankan Tamils. The study employed a comparative design and analyzed data from interviews with Tamil men (N=8) and Tamil women (N=8) who self-identified as having been diagnosed with depression, and service providers (N=8) who provide frontline mental health and related services to the Sri Lankan Tamil community. The objectives were to a) understand cultural and gender factors inherent in the Sri Lankan Tamil community; b) investigate how these cultural and gender factors impact mental health and influence the trajectory of help-seeking and treatment for depression in the Sri Lankan Tamil community; c) explore the intersection of culture and gender as it relates to health behaviour; and d) explore service providers’ perceptions of the influence of culture and gender in relation to help-seeking for mental health problems and the application of this understanding to service delivery. The study found that the respondents equated social function with health and that this concept informed help-seeking and treatment expectations. Socially appropriate functioning was seen as an indicator of health, and this differed by gender. Gender-differentiated social stressors contributed to depression. Women played a role as enablers of care, both for family members and acquaintances. Men were more resistant to help-seeking and tended to disengage from care. There was a distinct preference for service providers who understood the culture and spoke Tamil. Religious groups served a social support function. Family physicians and Tamil service providers in the social service sectors were identified as key players in the pathways to care. Service providers did not appear to understand the community’s holistic view of health; however, they did use their knowledge of the community to make adaptations to practice. Recommendations that result from these findings include health promotion and prevention strategies beyond the traditional health care system, targeted culture and gender-informed interventions, and the need for multisectoral collaborations.

Currently, our world is getting more and more connected: information flows are everywhere at anytime. We are only at the beginning of the communication era. However, few want to know how those data are delivered as long as they are well delivered. Which paths they take, using optical fibres or regular copper cables, such questions do not matter for end-customers. As a part of a telecommunication company, these questions do really matter. As networks become increasingly complex, it is significant to keep them under control and make them reliable to deliver high-quality services to users. One of our main problems is how to get a representation of this network. More precisely how to get a relevant image of elements that compose this huge web and what points are significant in order to increase the quality of offered services. This thesis will try to answer these questions.

<p>Zambia is a highly urbanized country with 60% of its urban population residing in low cost areas also called peri-urban, slum or informal settlements. The increase in urban population attributed to rapid migration and urbanization due to political and economic changes has taken a toll on service provision as the infrastructure development and service provision has failed to meet the demand. For the 33 peri-urban areas in Lusaka, the water supply and sanitation has been poor, inadequate and unreliable with the coverage being slightly above 50% for water while 90% of the urban population does not have access to the much needed sanitation. The low coverage is a result of lack the financial capacity on the part of the service providers to extend services to un served areas.</p><p>This research focuses on the strategies to provide sustainable water and sanitation services to peri-urban areas to ensure improved accessibility through the expansion of infrastructure and attainment of full cost recovery. In this era of increasing migration to unplanned settlements where the services are inadequate, alternatives to public provision of water and sanitation services need to be put in place. One of the alternatives is the public-private partnership which encompasses the society, private and the civil society. As has been found in the study the best alternative should not only be completely bottom up but should also be more demand driven and be able to provide for greater contributions from the affected communities.</p><p>The hypothesis of the study is to ascertain if provision of water supply to the Peri-Urban Areas (PUAs) can be achieved through the partnership between the water utility and the small scale water providers. Therefore, the objectives of the research are to: evaluate and compare the current service provision to the peri-urban areas by the utility and small scale providers in terms of technical, social and institutional arrangements and determine the best way of ensuring sustained service provision to peri urban areas and show how partnership can be the best solution to improving service delivery to these areas.</p><p>Service provision in PUAs can not be achieved without the involvement of all the stakeholders especially the community who are also the users and whose major role is paying for the service to enhance sustainability. In this study the Small Scale Water Providers (SSWP) users were found to be satisfied with the service provided than the utility users who felt that more needed to be done. The two providers are found to have different strengths which when combined would enhance service provision. The collaboration between utility with its competence in water supply, technical installations, water quality testing and SSWP with theirs in community involvement, cost recovery, effective operation and maintenance and demand driven water schemes have to be merged to achieve the intended goal and it is also an indication that the two can complement each other. Utility should therefore consider opening investment accounts for all the areas so as to detach PUAs needs from the general plan and eventually budget as they would be self sustaining and enhance willingness to pay for the users. The SSWP should therefore be viewed as partners by all and licensing should be considered by the government for the benefit of the urban poor.</p>

<p>Zambia is a highly urbanized country with 60% of its urban population residing in low cost areas also called peri-urban, slum or informal settlements. The increase in urban population attributed to rapid migration and urbanization due to political and economic changes has taken a toll on service provision as the infrastructure development and service provision has failed to meet the demand. For the 33 peri-urban areas in Lusaka, the water supply and sanitation has been poor, inadequate and unreliable with the coverage being slightly above 50% for water while 90% of the urban population does not have access to the much needed sanitation. The low coverage is a result of lack the financial capacity on the part of the service providers to extend services to un served areas.</p><p>This research focuses on the strategies to provide sustainable water and sanitation services to peri-urban areas to ensure improved accessibility through the expansion of infrastructure and attainment of full cost recovery. In this era of increasing migration to unplanned settlements where the services are inadequate, alternatives to public provision of water and sanitation services need to be put in place. One of the alternatives is the public-private partnership which encompasses the society, private and the civil society. As has been found in the study the best alternative should not only be completely bottom up but should also be more demand driven and be able to provide for reater contributions from the affected communities.</p><p>The hypothesis of the study is to ascertain if provision of water supply to the Peri-Urban Areas (PUAs) can be achieved through the partnership between the water utility and the small scale water providers. Therefore, the objectives of the research are to: evaluate and compare the current service provision to the peri-urban areas by the utility and small scale providers in terms of technical, social and institutional arrangements and determine the best way of ensuring sustained service provision to peri urban areas and show how partnership can be the best solution to improving service delivery to these areas.</p><p>Service provision in PUAs can not be achieved without the involvement of all the stakeholders especially the community who are also the users and whose major role is paying for the service to enhance sustainability. In this study the Small Scale Water Providers (SSWP) users were found to be satisfied with the service provided than the utility users who felt that more needed to be done. The two providers are found to have different strengths which when combined would enhance service provision. The collaboration between utility with its competence in water supply, technical installations, water quality testing and SSWP with theirs in community involvement, cost recovery, effective operation and maintenance and demand driven water schemes have to be merged to achieve the intended goal and it is also an indication that the two can complement each other. Utility should therefore consider opening investment accounts for all the areas so as to detach PUAs needs from the general plan and eventually budget as they would be self sustaining and enhance  illingness to pay for the users. The SSWP should therefore be viewed as partners by all and licensing should be considered by the government for the benefit of the urban poor.</p>

<p>Zambia is a highly urbanized country with 60% of its urban population residing in low cost areas also called peri-urban, slum or informal settlements. The increase in urban population attributed to rapid migration and urbanization due to political and economic changes has taken a toll on service provision as the infrastructure development and service provision has failed to meet the demand. For the 33 peri-urban areas in Lusaka, the water supply and sanitation has been poor, inadequate and unreliable with the coverage being slightly above 50% for water while 90% of the urban population does not have access to the much needed sanitation. The low coverage is a result of lack the financial capacity on the part of the service providers to extend services to un served areas.</p><p>This research focuses on the strategies to provide sustainable water and sanitation services to peri-urban areas to ensure improved accessibility through the expansion of infrastructure and attainment of full cost recovery. In this era of increasing migration to unplanned settlements where the services are inadequate, alternatives to public provision of water and sanitation services need to be put in place. One of the alternatives is the public-private partnership which encompasses the society, private and the civil society. As has been found in the study the best alternative should not only be completely bottom up but should also be more demand driven and be able to provide for greater contributions from the affected communities.</p><p>The hypothesis of the study is to ascertain if provision of water supply to the Peri-Urban Areas (PUAs) can be achieved through the partnership between the water utility and the small scale water providers. Therefore, the objectives of the research are to: evaluate and compare the current service provision to the peri-urban areas by the utility and small scale providers in terms of technical, social and institutional arrangements and determine the best way of ensuring sustained service provision to peri urban areas and show how partnership can be the best solution to improving service delivery to these areas.</p><p>Service provision in PUAs can not be achieved without the involvement of all the stakeholders especially the community who are also the users and whose major role is paying for the service to enhance sustainability. In this study the Small Scale Water Providers (SSWP) users were found to be satisfied with the service provided than the utility users who felt that more needed to be done. The two providers are found to have different strengths which when combined would enhance service provision. The collaboration between utility with its competence in water supply, technical installations, water quality testing and SSWP with theirs in community involvement, cost recovery, effective operation and maintenance and demand driven water schemes have to be merged to achieve the intended goal and it is also an indication that the two can complement each other. Utility should therefore consider opening investment accounts for all the areas so as to detach PUAs needs from the general plan and eventually budget as they would be self sustaining and enhance willingness to pay for the users. The SSWP should therefore be viewed as partners by all and licensing should be considered by the government for the benefit of the urban poor.</p>

Syftet med studien har varit att förstå hur företrädare för idéburna organisationer med social inriktning inom äldreomsorg ser på sin egen, organisationens och civilsamhällets roll som serviceproducent av offentligt finansierad välfärd. För att uppnå syftet har semistrukturerade intervjuer genomförts med sex företrädare på ledande nivå inom idéburna organisationer med skiftande storlek och geografisk spridning. Lundquists förbindelseteori har delvis använts som en teoretisk utgångspunkt i analysen. De har i Lundquists termer gett uttryck för ett aktörskap som vi har försökt förstå genom att sätta det i relation till de strukturer företrädarna verkar inom och är beroende av. Resultatet från intervjuerna visar generellt på att de två lagrum som styr villkoren för driften av äldreomsorg på entreprenad och i egen regi, lagen om valfrihetsysten respektive lagen om offentlig upphandling ger kommunerna stora friheter i tillämpningen. Det gör att förutsättningar att bedriva äldreomsorg varierar stort vilket skapar osäkerhet och kan hämma de idéburna att ta en större roll. Organisationerna anpassar sig på olika sätt till förutsättningarna. De större aktörerna använder sina resurser för att skapa sig ett handlingsutrymme. Det görs genom att eftersträva en större kontroll av hela vård- och omsorgskedjan tack vare en mer omfattande administration och fler servicefunktioner inom den egna verksamheten. Möjligheten att involvera frivilliga inom äldreomsorgen ger dock i det närmaste ett obefintligt tillskott, speciellt i termer av någon ekonomisk vinning. Riksorganisationen för idéburen vård och omsorg, Famna, har en central roll och är en samlande kraft för de flesta av de intervjuade organisationerna när det gäller påverkan och opinionsbildning på nationell nivå, inte minst genom sina remissvar till olika departement. De har även en viktig uppgift i att ta fram utbildningar till medlemmarna och driva gemensamma nationella utvecklingsprojekt. En sammanfattande slutsats är att villkoren för organisationerna är komplex och beror främst på de lokala förutsättningarna där de ekonomiska ramarna sätter tydliga gränser för möjligheten att ta en större roll som utförare av äldreomsorg. / The purpose of this study has been to understand how representatives of non-government organisations active in the care for the elderly view their own, the organisation’s and civil society’s role as service providers of publicly funded care. To achieve this objective, semi-structured interviews have been performed with six representatives in leading roles within non-government organisations of varying size and locations. Lundquist’s theory of stakeholders and structures have in part been used as a starting point for the analysis. This has, in Lundquist’s terms, given voice to a stakeholdership which we have tried to understand by relating it to the structures within which the representatives work and are dependent on. The result of the interviews give a general picture of one of the two laws that control the conditions for the management of municipal as well as outsourced care for the elderly; the law of freedom of choice and the law of public procurement, which give the councils great scope for adaptation. This means the prerequisites for managing care for the elderly vary greatly which creates uncertainty and may hamper the non-government organisations to take on a bigger role. Organisations adapt in different ways to these prerequisites. The bigger stakeholders use their resources to create space to work. This is done by striving for a stronger control of the entire chain of care thanks to a more extensive administration and more service functions without their own management. The possibility of involving volunteers in the care for the elderly, however, gives a practically non-existent addition, especially in terms of financial gain. The national organisation for non-government care, Famna, holds a central role and is a uniting force for most of the organisations interviewed when it comes to advocacy and opinion forming on the national level, not least through its comment letters to different departments. They also have an important role in creating training programmes for their members and run joint national development projects. To summarise, our conclusion is that the conditions for the organisations are complex and depend primarily on the local prerequities where the financial framework sets clear boundaries to the possibility of taking on a more extensive role as providers of care for the elderly.