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Browsing Licentiate Theses /KS US by Issue Date
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Browsing Licentiate Theses /KS US by Issue Date
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Kundnära organisation och serviceutveckling i bostadsföretag 
Blomé, Gunnar : Kungliga Tekniska Högskolan - KTH, Fastigheter och Byggande Malmö högskola, Teknik och Samhälle
Meddelande;75 (2006)LICENTIATE
THESIS
English abstract: The purpose of the study is to increase knowledge of how to provide service in municipal housing companies in Sweden, and of various organisational models for the customer-centric organisation. The principal issue of the study is how housing companies can organise their resources in order to create an efficient and customer-centric organisation. The term customer-centric organisation comprises customer service, letting, and local administration. Customer service is often designated as the housing company’s fault reporting service and includes, for instance, the reporting of faults in dwellings, noise problems, complaints etc. Letting incorporates processes connected with estate agency, marketing, taking possession and vacating, internal exchanges, housing strategies, options, and tenant selection. Local administration incorporates processes connected with day-to-day operational administration, i.e. the provision of service with regard to remedying faults and making repairs. The study’s theoretical points of departure have their basis in research into public housing and the field of service management. The empirical supportive data used in the study is a two-year case study of rganisational changes at Malmö municipal housing company, MKB Fastighets AB (MKB), and a supplementary interview study at four other municipal housing companies. The case study was conducted with the help of observations gleaned from MKB’s internal evaluation group, interviews with management and frontline staff, and a questionnaire survey of frontline staff in MKB’s customer-centric organisation. The supplementary study included interviews with both frontline staff and management. MKB’s organisational change can be divided up into two different phases: the test organisation and the team organisation. The departure point of both organisations was area-based customer service, letting, and local administration. The test organisation entailed MKB creating one single function to manage all these activities. Due to higher administration costs, less visible local administration, and recruitment problems, the test organisation was abandoned. In its place, the team organisation was created, which in many respects consisted of the same concept, but differed in that the area-based customer service, letting, and local administration were shared between several people in a joint local work-team. MKB’s new ways of organising its customer-centric organisation are defined in the study as a holistic model, entailing that all contact with customers was self-managed from a local area office. The results show that the team organisation cultivates a proximity to the customers, also improving customer responsibility and collaboration between frontline staff. It can also be pointed out that the customer-centric organisation needs to be developed further. Among other things, the expertise of frontline staff can be further adapted in order to meet customer requirements. At the same time, it is of great importance to the outcome of the organisational change that the organisation’s overarching parts are coordinated in a manner facilitating the work of frontline staff in the provision of service. The same will apply if the housing company uses contractors in, for instance, property maintenance, grounds management, and heating, ventilation and sanitation installations. If the housing company’s aim is to become customer-oriented, then joint resources will have to be concentrated on the customer process and this process will have to take centre stage in the company’s strategic management decisions. Swedish abstract: Studiens syfte är att bidra med ökad kunskap om hur man arbetar med service i kommunala bostadsföretag i Sverige och om olika organisationsmodeller för den kundnära organisationen. Huvudfrågan i studien är hur bostadsföretag kan organisera sina resurser för att skapa en effektiv kundnära organisation. Med kundnära organisation avses kundservice, uthyrning och lokal förvaltning. Kundservice benämns ofta som bostadsföretagets felanmälan och innefattar till exempel anmälning av fel i lägenheter, störningsanmälningar, klagomålsärenden m.m. Uthyrning innehåller processer som har att göra med hyresförmedling, marknadsföring, in- och utflyttning, interna byten, boendestrategi, tillval och hyresgästurval. Lokal förvaltning innehåller processer som har att göra med den operativa dagliga förvaltningen, det vill säga service för avhjälpning av fel och reparationer. De teoretiska utgångspunkterna grundar sig på offentlig bostadsforskning och tjänsteforskningsfältet service management. Studiens empiriska underlag är en tvåårig fallstudie av organisationsförändringar i Malmö kommunala bostadsföretag MKB Fastighets AB (MKB) och en kompletterande intervjustudie i fyra andra kommunala bostadsföretag. Fallstudien har genomförts med hjälp av observationer i MKBs interna utvärderingsgrupp, intervjuer med ledning och frontpersonal samt en enkätundersökning med frontpersonal i MKBs kundnära organisationen. Den kompletterande studien innehöll intervjuer med både frontpersonal och ledning. MKBs organisationsförändring kan delas in i två olika skeden: testorganisationen och teamorganisationen. Utgångspunkten i de båda organisationerna var en områdesbaserad kundservice, uthyrning och lokal förvaltning. Testorganisationen innebar att MKB skapade en enda roll som tog hand om dessa aktiviteter. På grund av fördyrade förvaltningskostnader, mindre synlig lokal förvaltning och rekryteringsproblem övergavs testorganisationen. Istället skapades teamorganisationen som i mångt och mycket bestod av samma koncept med skillnaden att områdesbaserad kundservice, uthyrning och lokal förvaltning delades upp på fler personer inom ett gemensamt lokalt arbetsteam. MKBs nya sätt att organisera den kundnära organisationen definieras i studien som en helhetsmodell, vilket innebär att alla kundkontakter sköts utifrån ett lokalt områdeskontor i egen regi. Resultatet visar att teamorganisationen utvecklar en närhet till kunderna, förbättrar kundansvar och förbättrar samverkan mellan frontpersonal. – 9 – Det kan även konstateras att den kundnära organisationen behöver utvecklas vidare. Bland annat kan frontpersonalens kompetens ytterligare anpassas till att svara mot kundernas behov. Samtidigt är det av stor betydelse för utgången av organisationsförändringen att organisationens övergripande delar koordineras på ett sätt som underlättar frontpersonalens arbete med att leverera service. Detsamma gäller om bostadsföretaget använder sig av entreprenörer när det till exempel gäller fastighetsunderhåll, markskötsel och VVS-installationer. Har bostadsföretaget som mål att bli kundorienterat måste gemensamma resurser koncentreras kring kundprocessen och denna process bör komma i centrum i företagets strategiska ledningsbeslut. 
75_thesis.pdf
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Closing the loop : the use of post occupancy evaluations in real esta...
Palm, Peter : Avdelningen för Bygg- och fastighetsekonomi KTH Stockholm
Meddelande;80 (2008)LICENTIATE
THESIS
English abstract: The real-estate sector has traditionally been thinking in terms of “bricks and mortar” focusing more on the buildings than on the tenants. A change of approach has, however, been detected since the mid 1990s. The tenant is now more in focus. This new situation puts higher requirements on both the individual real-estate manager’s and organization’s ability to determine the needs of the tenants. Evaluations and knowledge management can be a help in this process Post Occupancy Evaluation (POE) is one tool where the tenant’s perspective is in focus. The purpose of this thesis is to study the Swedish real-estate sector’s attitudes and experience of POE. Furthermore the purpose is to investigate how POE can be implemented in the organization and what barriers there are to implementation. This thesis presents three empirical studies of the real-estate sector and their use of POE. The first study is a survey sent to Swedish real-estate managers to determine their attitudes and experience of POE. This study was followed up by a more in-depth interview study to determine the attitudes regarding POE among the real-estate managers. The third study was also an interview study and it was carried out with individuals in leading positions in organizations in the real-estate sector. The aim of this study was to get a clearer view of possibilities for change and barriers to change within the real-estate sector The results show that there is an interest from the real-estate managers towards evaluations but that they rarely carry out evaluations. The main barrier detected is the lack of support from top management and this has resulted in a lack of incentives for realestate managers to work with POE. The reason for this lack of interest from the top management can be the culture of the real-estate sector, a culture which has sprung from the building sector. The conclusion is that problems will not be solved solely by implementing POE. The organisation must take care of the information, share it, learn from it and use it in the best way in current and future projects. This can only be done by implanting a knowledge management system. To enable this kind of change within the organisation the top management must underline the importance of this and at the same time give the organisation both the right tools to enable implementation and incentives to carry this out and follow it through. One way to show the importance of knowledge management, and at the same time create incentives and methods to follow up the development of the organisation is to integrate POE in the Balanced Scorecard. The conclusion is that if the top management doesn’t want the organisation to fall behind its competitors it must put knowledge management on the agenda. Sooner or later the competitors will implement evaluations and knowledge management in their organisations, and then it is only a question of time before they have built a better and stronger organisation, with better-qualified employees, that generates more efficient services and more satisfied customers. -
Impartial contract-engineeering in real estate transactions : the Swe... Jingryd, Ola : Infrastructure, Kungliga Tekniska högskolan
Meddelande;81 (2008)LICENTIATE
THESIS
English abstract: Even in the days of an ever closer European union, Europe contains no less than four different legal cultures with respect to real estate conveyances: the Latin-German notary system, the deregulated Dutch notary system, the lawyer/solicitor system, and the Scandinavian licensed real estate broker system. The latter is of particular interest in that Scandinavian brokers play a far larger role in real estate transactions than their European counterparts. This paper examines and compares the Swedish real estate broker and the Latin notary. The Swedish broker is required by law to act as an impartial intermediary, to provide counseling to both parties, and to assist in drawing up all contracts and other documents necessary for the transaction at hand. To that end, the broker must be active and observant of the particular needs of the parties to the present transaction, always striving to enable them to reach equitable and practical agreements so as to prevent future disputes. In other words, the broker is required to tailor the transaction to fit the needs of the buyer and seller. The Latin notary profession prevails in large parts of the world, particularly the Latin-German parts of continental Europe, and Latin America. While there are divergences in the notarial laws of all countries, the similarities are greater still, and it is correct to speak of a single profession throughout all these countries. The notary carries out several important functions, the nexus of which is the authentication of legal documents. In the preparation of these documents, the notary is required to provide impartial counseling in order to tailor the transaction at hand to fit the will and needs of the parties. To uphold the integra fama of the profession, and to safeguard the proper performance of the notarial functions, lawgivers in all countries emphasize the importance of impartiality and integrity. There are national divergences as to the specific rules of conduct related to impartiality, particularly those concerning what activities are considered incompatible with the notariat, but they rest on common principles. Most importantly, not only must the publica fides be honored, it must be seen in the eyes of the public to be honored. The organization and regulation of the notary profession raises important economic issues, particularly with regard to competition/monopoly and market failures. The discussion of the regulation or deregulation of the notariat is by no means settled. Comparing the two professions, it is striking to see the enormous similarities in the legal frameworks and their respective rationales. Two common features are of particular interest. Firstly, both the Swedish broker and the Latin notary are required to assist the contracting parties in the contract phase, drawing up any necessary documents and counseling the parties as to the implications of the transaction. In that respect, both professions function as tailors to the transaction. Secondly, both the broker and the notary are required to act impartially and independently – impartially visavi the contracting parties, and independently in order to preserve the public faith in the independence and integrity of the professions. The similarities can be summarized as a function on the real estate market: impartial counseling and contract-engineering. This function exists alongside other functions, such as the brokers’ traditional matchmaking, or the registration of property rights. This functional approach may prove very useful in all kinds of analyses of the real estate market, whether of political, legal, or economic nature. For instance, with respect to the merits and/or necessity of the Swedish impartiality rule, those wishing to amend the law and introduce a system of overtly partial brokers acting solely on behalf of their principal have to face the question of what is to become of counseling for the principal’s counterpart. Should the counterpart be forced to choose between hiring their own legal counsel or make do without? Further, those wishing to contest the mandatory notarial intervention in real estate transactions have to face the same question: what is to happen to impartial counseling, given not only to the client but also to the client’s counterpart? Both instances illustrate the common feature shared by the two examined professions: impartial contract-engineering and counseling. To complete the picture and cover the whole arena of real estate transactions, the next logical step is therefore to compare and analyze different systems for registration of property rights. Doing so will hopefully achieve a tool for examining the real estate market that will prove useful indeed, particularly in future discussions concerning European harmonization. -
Impartial Contract-Engineering in Real Estate Transactions: The Swedi...
Jingryd, Ola : Kungliga Tekniska högskolan
Meddelande;8:81 (2008)LICENTIATE
THESIS
English abstract: Even in the days of an ever closer European union, Europe contains no less than four different legal cultures with respect to real estate conveyances: the Latin-German notary system, the deregulated Dutch notary system, the lawyer/solicitor system, and the Scandinavian licensed real estate broker system. The latter is of particular interest in that Scandinavian brokers play a far larger role in real estate transactions than their European counterparts. This paper examines and compares the Swedish real estate broker and the Latin notary. The Swedish broker is required by law to act as an impartial intermediary, to provide counseling to both parties, and to assist in drawing up all contracts and other documents necessary for the transaction at hand. To that end, the broker must be active and observant of the particular needs of the parties to the present transaction, always striving to enable them to reach equitable and practical agreements so as to prevent future disputes. In other words, the broker is required to tailor the transaction to fit the needs of the buyer and seller. The Latin notary profession prevails in large parts of the world, particularly the Latin-German parts of continental Europe, and Latin America. While there are divergences in the notarial laws of all countries, the similarities are greater still, and it is correct to speak of a single profession throughout all these countries. The notary carries out several important functions, the nexus of which is the authentication of legal documents. In the preparation of these documents, the notary is required to provide impartial counseling in order to tailor the transaction at hand to fit the will and needs of the parties. To uphold the integra fama of the profession, and to safeguard the proper performance of the notarial functions, lawgivers in all countries emphasize the importance of impartiality and integrity. There are national divergences as to the specific rules of conduct related to impartiality, particularly those concerning what activities are considered incompatible with the notariat, but they rest on common principles. Most importantly, not only must the publica fides be honored, it must be seen in the eyes of the public to be honored. The organization and regulation of the notary profession raises important economic issues, particularly with regard to competition/monopoly and market failures. The discussion of the regulation or deregulation of the notariat is by no means settled. Comparing the two professions, it is striking to see the enormous similarities in the legal frameworks and their respective rationales. Two common features are of particular interest. Firstly, both the Swedish broker and the Latin notary are required to assist the contracting parties in the contract phase, drawing up any necessary documents and counseling the parties as to the implications of the transaction. In that respect, both professions function as tailors to the transaction. Secondly, both the broker and the notary are required to act impartially and independently – impartially visavi the contracting parties, and independently in order to preserve the public faith in the independence and integrity of the professions. The similarities can be summarized as a function on the real estate market: impartial counseling and contract-engineering. This function exists alongside other functions, such as the brokers’ traditional matchmaking, or the registration of property rights. This functional approach may prove very useful in all kinds of analyses of the real estate market, whether of political, legal, or economic nature. For instance, with respect to the merits and/or necessity of the Swedish impartiality rule, those wishing to amend the law and introduce a system of overtly partial brokers acting solely on behalf of their principal have to face the question of what is to become of counseling for the principal’s counterpart. Should the counterpart be forced to choose between hiring their own legal counsel or make do without? Further, those wishing to contest the mandatory notarial intervention in real estate transactions have to face the same question: what is to happen to impartial counseling, given not only to the client but also to the client’s counterpart? Both instances illustrate the common feature shared by the two examined professions: impartial contract-engineering and counseling. To complete the picture and cover the whole arena of real estate transactions, the next logical step is therefore to compare and analyze different systems for registration of property rights. Doing so will hopefully achieve a tool for examining the real estate market that will prove useful indeed, particularly in future discussions concerning European harmonization. -
Individuell mätning och debitering av energianvändning i flerbostadshus
Siggelsten, Simon : Avdelningen för byggproduktion, Lunds universitet (2010) LICENTIATE
THESIS
English abstract: The purpose of this research is to increase the understanding of individual metering and charging of heat and water in multi-dwelling houses, systems designed to allocate individual costs. Individual metering is currently on the agenda in Sweden, not because of the pressure the EU put on the building sector to improve energy performance, but rather because of shortcoming in the techniques of metering heat as well as the questions whether individual metering is actually necessary and does any good. The extension of individual metering of heat and water is very limited in Sweden in contrast to several other European countries. A survey has been carried out through questionnaires and interviews with landlords and tenants and literature studies. The survey shows on a need for individual metering and charging. Tenants simply believe that those who use more also should pay more. Speaking against individual metering and charging of heat are such as shortcomings with metering methods making it more difficult to achieve fair cost allocations, and the tenants’ difficulties to understand the individual metering, possibly because of limited or no information. Two main incentives for landlords to install individual metering and charging are energy savings and thus the environment, and fair cost allocation. However, the survey shows that tenants being critical to the metering lead to additional administrative expenses, hence negatively affecting the overall economy. The survey also indicates that it is more economically profitable to individually meter water than heat. Some of the participating landlords have as a matter of fact not even got any profit at all from metering of heat. Individual metering and charging of heat and water can still create an opportunity to reduce the energy use in multidwelling houses. Swedish abstract: Syftet med forskningen är att öka förståelsen för individuell mätning och debitering av värme och vatten i flera bostadshus, ett system som syftar till att individuellt fördela kostnader. Individuell mätning är för närvarande på dagordningen i Sverige, inte bara på grund av EU’s påtryckningar på byggsektorn för att förbättra energiprestandan, men även på grund av brister i mätmetoderna för debitering av värme samt om huruvida individuell mätning faktiskt är nödvändigt och gör någon nytta. En undersökning har genomförts genom enkäter och intervjuer med fastighetsägare och boende i flerbostadshus samt genom litteraturstudier. Undersökningen visar på ett behov av individuell mätning och debitering. De boende anser att de som använder mer också ska betala mer. Men brister i mätmetoderna gör det svårt att uppnå en rättvis fördelning av värmekostnaderna. Dessutom är mätningarna svåra att förstå för de boende. Två huvudsakliga incitament för fastighetsägare att installera individuell mätning och debitering är energibesparingar och därmed miljön samt rättvis kostnadsfördelning. Undersökningen visar dock att kritik från de boende kan leda till ytterligare administrativa kostnader som kan påverka lönsamheten med mätningarna. Undersökningen visar också att det är mer ekonomiskt lönsamt med individuell mätning av vatten än värme. Några av fastighetsägarna får inte någon vinst alls med individuell mätning av värmen. Men individuell mätning och debitering är ändå en möjlighet att minska energianvändningen i flerbostadshus.
Individuell mätning och debitering.pdf
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