Avvägning mellan arbetsmiljö och effektivitet med hjälp av multikriterieanalys : Hur komplettering av kundtjänst påverkar kundnöjdhet och effektivitet

A public organization has a section for customer service which is responsible of order entry from customers concerning errands within real estate and business equipment, cleaning, transport operations and handicap appliance. According to the co-ordinators in hospitals within the organisation the customers are requesting for staff to talk to physically, meaning a person to speak with face to face. The customers experiencing that it’s sometimes difficult to call customer service or use the web form, which is the only communication paths in the current situation. Proposed changes presented claim that a complement to customer service with local service centers in every hospital. The purpose of this study is to evaluate a change proposition by weigh between efficiency and working environment, this by using multi-criteria analysis. To achieve the goal a decision model is designed in the decision tool DecideIT. The aim of the study is to recommend decision makers to choose one of the options based on as rational grounds as possible. The result of the study showed that the preferred alternative is not to supplement customer service with local service centers. For the most part, the result depending on the survey (represented result from working environment criteria) which showed that the majority of customers do not request a person to speak with face to face at all.

Arbetsförmedlingen : - en arbetsplats i behov av förändring?

Den här undersökningen syftar till att svara på huruvida arbetsförmedlare anser arbetsförmedlingen som officiell institution behövs. Vidare undersöks arbetsmiljö, stress, stressorer och arbetsförmedlares bedömning av sin egen arbetsinsats. Undersökningen är kvantitativ och i form av enkät. Studien är begränsad till Gävleborgs län. Undersökningen bygger på 3 enkäter Arbetsförmedlares syn på sin arbetsinsats (ASSA) samt Percieved Stress Scale (PSS) och Hospital Anxiety and Depression Scale (HAD). Samtliga på vald arbetsplats med yrkestiteln arbetsförmedlare erbjöds att delta i undersökningen, totalt var det 31 personer som deltog. Undersökningen visar att tidspress är en stor stressor för arbetsförmedlare men vissa buffrar finns, så som socialt stöd och utbildning. PSS-resultat har jämförts individuellt mot HAD-resultaten och ett bekymmersamt resultat framkom, samtliga deltagare (10 %) som påvisar nedstämdhet har även mild till måttlig ångest och är stressade. Majoriteten av arbetsförmedlarna anser att arbetsförmedlingen behövs och är viktig för det svenska folket men endast hälften värderar sitt arbete som viktigare än det arbete rekryterings- och bemanningsföretag utför. Den ekonomiska kontrollen arbetsförmedlingen utövar ses inte som positiv och de arbetsmarknadspolitiska åtgärderna anses förslappa de arbetssökande. Slutledningen blir att arbetsförmedlingens roll i dagens samhälle är något utspelad.

Effektiv lagerstyrning med AHP och tvådimensionell artikelklassificering : En fallstudie på Permobil AB, Timrå

Costs related to inventory are usually a significant amount of the company’s total assets. Despite this, companies in general don’t pay a lot of interest in it, even if the benefits from effective inventory are obvious when it comes to less tied up capital, increased customer satisfaction and better working environment. Permobil AB, Timrå is in an intense period when it comes to revenue and growth. The production unit is aiming for an increased output of 30 % in the next two years. To make this possible the company has to improve their way to distribute and handle material,The purpose of the study is to provide useful information and concrete proposals for action, so that the company can build a strategy for an effective and sustainable solution when it comes to inventory management. Alternative methods for making forecasts are suggested, in order to reach a more nuanced perception of different articles, and how they should be managed. Analytic Hierarchy Process (AHP) was used in order to give specially selected persons the chance to decide criteria for how the article should be valued. The criteria they agreed about were annual volume value, lead time, frequency rate and purchase price. The other method that was proposed was a two-dimensional model where annual volume value and frequency was the criteria that specified in which class an article should be placed. Both methods resulted in significant changes in comparison to the current solution. For the spare part inventory different forecast methods were tested and compared with the current solution. It turned out that the current forecast method performed worse than both moving average and exponential smoothing with trend. The small sample of ten random articles is not big enough to reject the current solution, but still the result is a reason enough, for the company to control the quality of the forecasts.