Client satisfaction is recognized as an important indicator in performance monitoring and evaluation. The Silver Chain Grief Support Service was evaluated using client satisfaction as a performance indicator. Data were collected via mailed, telephone and personal interviews utilizing the Client Satisfaction Questionnarie-8, dimensions of the Evaluation Ranking Scale, and open-ended questions. Results indicate high levels of satisfaction with the service. Findings and limitations of the evaluation are discussed. Recommendations for improvement of the service are presented.

Abstract From the past few years in Sweden telecommunication business has been altered. Earlier when telecom industry was dominant in the market but now it is transformed in to more competitive market with further competitors and provides additional services. In Sweden TeliaSonera is one of the leading and superior telecommunication providers. Currently TeliaSonera is merged among two large companies such as Telia which was one of the outstanding telecommunication companies in all over Sweden and Sonera is the finish counterpart of Telia. TeliaSonera presently facilitate their customers as well as business customers by proving different communication services such as mobile telephony, mobile broadband, Broadband, fix telephony connection and TV. Regarding Customer support service the purpose of this study is to investigate the relationship among customers and telecommunication service providers, and in this study we emphasize on customer-support service concerning “The Role in Customer Relationships”. Our consideration is to find out the better relationship among telecommunication service providers and their customers. Additionally the role of Telia shop is also studied by taking interviews with Telia customer representative office (CRO) and Telia top management. Furthermore from theoretical perspective the research has been conducted through current literatures such as customer support service, relationship marketing, dominant logic, customer loyalty, complaining behavior and trigger model. Approximately all of the literatures are specify from customer viewpoint business processes intended for long lasting relationship. We have sufficient information concerning that how to get better and stand long lasting relationship with the customers in future. For the fruitful outcome we conducted this research by exploratory research method and also conducted interview with the help of open ended questionnaire and our target group was TeliasSonera Top management in Stockholm, manager of TeliaSonera shop in Karlstad city and also from 12 students of Karlstad University. The reason behind this was to know the role of TeliaSonera towards customer-support service as well as their customer experience and perception. Finally in the end we come up with the conclusion by the help of gathering qualitative information that the effective customer support-service can lead to long lasting relationship among customers and telecom sectors. Furthermore we also came to know in the end that superior quality customer support service assist to create more customers loyalty. That means customer-support service play one of the significant role between telecommunication service provider and customers. / LET-Project

Abstract The aim of this study is to examine the relationship between customers and the telecommunication service provider regarding customer support service. The authors focus on customers support service as a tool of enhancing relationship between customers and telecommunication service provider and to come up with a “best practice” for the customer-support service in the telecom industry. The research has been conducted with recent relevant literature from academic viewpoint such as the relationship marketing, customer loyalty, customer dominant logic, customer support service and triggering factors for switching. After reviewing all of literatures authors have adequate knowledge how to enhance and sustain long term relationship with customers. Nearly every literature stipulates from customers perspective business operations for long term relationship. To accomplish research aim, authors conducted with an explorative research approach and with the help of a designed descriptive questionnaire which consist of seventeen close-ended and open-ended questions. The target group was sixteen master level students of Karlstad University who belong to nine different countries. From the interview, authors try to explore respondents’ experiences and acceptation from customer support service. Authors reached at the conclusion on the basis of collected qualitative information that the effective customer support service plays a vital role for enhancing the relationship between customers and telecom service providers. It is also evident throughout the research that the customer support service is the key link between the customer and the telecommunication service provider. / TeliaSonera

This research project began from an interest in 'what happened' at a residential psychiatric disability support service (therapeutic community) where I had previously worked as a social worker, or, as it was termed in the program, support worker. Residents used the program in various ways, to get back on track with their lives, and workers aimed to support them in that process. My approach to data collection was, as for many social work researchers, qualitative. As my work on the project developed over time, I was consistently informed and re-informed not only by ideas arising from my engagement with participants and relevant literature, but also by new concepts and areas of interest that opened up as a result of my teaching in a progressive Bachelor of Social Work course. Gradually, as my understanding of critical and reflective postmodern social work theory evolved, new interpretations crept into my writing. Some of the tensions that arose as a result of th is overlaying of new conceptual frameworks are evident in the thesis. While I have tried to create internal cohesion, the layers of different approaches that informed me are sometimes evident, like the sides of a canyon that display evidence of its historical and ongoing formation. This may not be dissimilar to social work itself in the new millennium, as new ideas variously challenge, consolidate, destabilise and/or reshape theory and practice. While this thesis began as an exploration of the experiences of individuals in a therapeutic community and the role of support workers in that process, it became, additionally, an exploration of ways in which the role and practice of social work is constructed. However, the stories of participants remain a central feature. Chapters include: the professional gaze and the construction of subjects; problematising worker power and professionalism; boundaries, vulnerability and authority; therapeutic community; sensemaking, meaning ascription and the creation of cul ture; change and turning points; and problematising and exploring outcomes in mental health.

ABSTRACT A crucial issue facing our educational system is the changing family structure, particularly the increase in the number of children being raised by their grandparents. Many of these children live in a situation that places them at risk academically. Thus, it is vital that the educational system consider identifying the special needs of these children to provide supports. This study aimed to identify support services that middle school and high school grandparents perceived they needed from school systems and school personnel to ensure the educational success of their grandchildren. I developed a survey based on concerns and issues that were cited in the literature to determine grandparent's awareness of the services provided by the public schools, the extent to which their student utilized them, and other services that the grandparents themselves needed. Participants were a convenience sample of 56 mostly African American grandparents from four high schools and five middle schools in a southern urban school district who were primarily responsible for raising their grandchildren. These grandparents contacted me to participate after receiving a recruitment flier that was sent home with each student at the participating schools. Over half of the grandchildren had received a failing grade on their report card in at least one of the core subjects the previous year. About one fourth of these children also had an Individualized Education Plan (IEP). The study found statistically significant differences in the awareness of middle school and high grandparents regarding whether their grandchild utilized the academic services of tutoring, pull-out classes, and study skills classes. According to the grandparents, high school students used the services less than middle school students. In addition, of the 29 students with discipline issues, more middle school than high school grandparents indicated that their grandchild “received help for behavior problems.” Both groups of grandparents requested support groups for their grandchildren to address behavior and provide assistance with school work. Middle school grandparents also requested support groups for teasing/ bullying. Both groups of grandparents requested that a Grandparent Education Council be formed, information on community resources, and training for teachers regarding the issues of both grandparents and grandchildren.

No description available.

No description available.

Durante la última década ha aumentado notablemente el interés por China y la multilocalización en el gran gigante asiático, tanto en el campo profesional como en el académico, propiciando el nacimiento de una nueva disciplina en el campo de la administración y dirección de empresas, la multilocalización en China. Las empresas son cada vez más conscientes del papel que China ejerce en su futuro, así como de la necesidad de tenerla presente en su hoja de ruta a fin de lograr una mayor competitividad en el mercado global. En este contexto, se han realizado y se siguen realizando muchos y excelentes trabajos sobre la multilocalización, con notables aportaciones, en especial aquellas relacionadas con sus rendimientos y métodos. Sin embargo, son más bien escasos los trabajos y aportaciones que evalúan los factores que inducen a un rendimiento asimétrico y negativo en la multilocalización de empresas españolas en China. Desde esta última perspectiva el presente estudio realiza una investigación tanto de carácter fundamentalmente explicativo, con el objetivo de obtener información relevante respecto al fenómeno de la gestión de la multilocalización y sus factores asociados en las empresas españolas en China (fenómeno con una reducida muestra), como de carácter exploratorio, ya que es uno de los primeros estudios que busca contrastar su contribución con las teorías existentes en la multilocalización. La tesis se presenta de manera que puede ser entendida como un único tema o como tres líneas de trabajo diferentes respecto a China, ya que aunque toda la investigación gira en torno a la multilocalización en este país, centra su atención en tres factores del proceso diferentes y de carácter crítico. Por tanto, las principales aportaciones del presente trabajo de investigación se han focalizado en la posibilidad de mejorar la efectividad y el rendimiento del proceso de multilocalización en China, elementos de relevancia para políticos, administraciones públicas, directivos e investigadores. En paralelo, se ha constatado cual es el verdadero impacto que tienen ciertos factores en el rendimiento de la multilocalización de empresas españolas en China y finalmente, el estudio proporciona elementos de valor para llevar a cabo una toma de decisiones documentada, el desarrollo de estrategias de empresa o la evaluación de políticas de ayuda para empresas españolas. / Portero Taulet, B. (2013). Factores críticos en la multilocalización de la empresa española: el caso de China [Tesis doctoral]. Universitat Politècnica de València. https://doi.org/10.4995/Thesis/10251/32491

Millions of dollars are spent annually in Canada providing school health support services (SHSS) to children with developmental delays and disabilities (DD) as an important support for inclusive education. However, there is limited information about how allied health professionals (AHP) work together with educators to integrate therapy strategies into educational programming for children with DD. This study examines the strategies AHPs, in Ontario perceived to be successful and are implementing with educators to support participation outcomes for children with DD in the primary grades. This study also describes AHPs’ vision for the future in order to improve their work practices to support participation of children with DD at school. Recognizing that the literature on SHSS has emphasized challenges to providing services to children with DD and collaboration with educators; this study actively employed appreciative inquiry (Preskill, & Catsambas, 2006). Individual in-depth interviews with 15 AHPs (11 OTs, 1 PT, 3 SLPs) were conducted via face-to-face, telephone or video conference. Participants were asked to describe how they viewed participation at school for children with DD, their role in supporting it, the strategies they used to work with educators to support this participation and their vision for the future. AHPs in this study viewed participation of children with DD at school as (a) being in the classroom to provide the opportunity for meaningful engagement with peers and (b) working on similar activities as peers to promote membership and belonging at school. Participants implemented their role to support participation of children with DD by providing equipment, modifying or adapting activities, educating and providing resources to educators. Successful strategies AHPs used to work with educators to facilitate participation of children with DD at school included: finding a key person, developing trust and rapport with an educator, engaging in shared planning with an educator, seeking feedback from educators about their recommendations and listening to educators regarding information about the child with a DD. AHPs also identified their vision for the future in supporting participation of children with DD. Their vision included being a resource to teachers, by consulting to a whole class and being a member of the educational team. / Thesis (Master, Rehabilitation Science) -- Queen's University, 2013-09-11 00:13:12.132

The Generic Planning Tool (GPT) is a new software package being developed by the Flight Dynamics team at DLR. In an era where laser communications are becoming more and more relevant to data transmission for space missions, the GPT’s purpose is to compute highly accurate visibility windows and provide a wide variety of support information for both satellite-to-ground and inter-satellite links. What sets the GPT apart from previous products, is its shift from mission-specific to multi-mission and being able to accept various orbit and attitude data formats, thus enabling the support of multiple missions from DLR and external clients with flight dynamics information for mission planning applications. Its two main components are the core libraries written in Fortran, which serve as the powerhouse for the orbital mechanic’s computations, and the microservice architecture, enabled by JSON input/output files and Python scripts, which implement an automatic request-response service accessible over the network. This thesis will present why, how, and which GPT software functionalities were developed and tested during the internship at the German Space Operation Center. / Det generiska planeringsverktyget, Generic planning tool (GPT), är ett nytt mjukvarupaket som utvecklas av den flygdynamiska avdelningen på DLR. I en tid när kommunikation med hjälp av laser blir alltmer relevant vid dataöverföringar för rymduppdrag, är syftet med GPT att beräkna mycket exakta öppningar för dataöverföringar, men också att bidra med en mängd olika sorters användbar information för både ”satellit-till-mark”- och ”satellit-tillsatellit”-länkar. Det som skiljer verktyget från tidigare produkter är dess omvandling från att vara uppdragsspecifik till att kunna hantera multipla uppdrag. I och med GPT:s förmåga att acceptera olika dataformat gällande omloppsbana och orientering, öppnar det upp för att kunna stödja multipla uppdrag från DLR och externa klienter med flygdynamisk information, för applikationer inom uppdragsplanering. GPT:s två huvudsakliga delar är, de centrala biblioteken skrivna i Fortran vilka verkar som ett kraftverk för de orbital-mekaniska beräkningarna, och mikroservice-arkitekturen skapad från JSON input/output-filer och Pythonskript, vilket implementerar en automatisk begär- och svarstjänst tillgänglig via nätverket. Detta examensarbete kommer presentera varför, hur och vilka av GPT:s mjukvarufunktioner som utvecklades och testades under praktikplatsen på German Space Operations Center (GSOC).