This final thesis was performed at Ericsson in Gävle between April and June of 2008. Ericsson is a world leading manufacturer of radio base stations (RBS), which handles mobile phone traffic with 2G and 3G technology. The main purpose of this study is to examine if two different types of products (RBS and site material) should have different terms and conditions, today the terms and conditions are the same for both types.

During the course of our study we have tried to think of the terms reliability, validity and generalization. The intention in doing that was to keep the thesis at a high academic level. To name an example of this we have tried to keep our minds at an objective level during the interviews and informal conversations. This was done to keep our minds open and help us draw our own conclusions.

Through our literature studies we have identified a few guidelines that are important to consider when you’re formalising terms and conditions. Later the constructed guidelines are compared to the information about Ericsson’s routines which is collected from interviews, Ericsson’s intranet and informal conversations. After a discussion we were able to see some conclusions about the formalising of terms and conditions.

One conclusion this study has resulted in is that it’s difficult to say whether the same terms and conditions can be used for different types of products. It is likely that it would be possible to have different terms and conditions, but to design these there would take more research in how the organization in question handles their orders and everything around them.

To complement the results of this final thesis more case based studies should be conducted within the subject of terms and conditions in the order process. Our reason to think this way about further studies is that we felt the currently existing theories to be few and far between in our research.