Sähköisen liiketoiminnan hyödyntäminen Päijät-Hämeen koulutuskonsernin hankintatoiminnassa

Tutkimuksen tarkoituksena oli selvittää, miten sähköistä liiketoimintaa hyödynnetään Päijät-Hämeen koulutuskonsernin hankintatoiminnassa. Lisäksi tutkimuken tarkoituksena oli perehtyä julkiseen hankintatoimintaan, erityisesti lainsäädännön sille asettamiin vaatimuksiin ja julkisen hankintaprosessin eri osa-alueisiin. Tutkimuksen teoriaosan alussa tarkastellaan julkista hankintaprosessia ja lainsäädäntöä. Teoriaosassa käsitellään myös sähköisen liiketoiminnan uhkia ja heikkouksia Lisäksi selvitetään tietoverkkojen; Internetin, intranetin ja extranetin mahdollistamat hyödyt hankintatoiminnassa. Pääasiallisena tutkimusmenetelmänä käytettiin kyselytutkimusta. Tämän lisäksi tehtiin 9 haastattelua. Tutkimus osoitti, että Päijät-Hämeen koulutuskonsernissa käytetään jo tällä hetkellä tietoverkkoja hankintatoiminnassa. Tutkimuksen mukaan suurimmat hyödyt tietoverkkoista ovat ostoprosessin nopeutuminen ja työajan säästöt. Tutkimus osoitti, että Päijät-Hämeen koulutuskonsernissa on kuitenkin hidasteita sähköisen liiketoiminnan hyödyntämisessä. Kyselytutkimuksen mukaan tällaisia hidasteita ovat tällä hetkellä toimittajien passiivisuus ja henkilöstön uskalluksen puute sähköisen liiketoiminnan kokonaisvaltaisessa hyödyntämisessä.

User-driven community-based service development

This final thesis project was carried out in the Industrial Management department of University of Applied Sciences Stadia for Forum Virium Helsinki. The purpose of this study was to answer to the question of how companies can use online customer community of co-creation in service development and what is the value gained from it. The paper combines a range of recently published theoretical works and ongoing customer community case development. The study aims to provide new information and action approaches to new service developers that may increase the success of the community building process. The paper also outlines the benefits of the use of online customer community and offers practical suggestions for maximizing the value gained from the community in service development projects. The concepts and suggestions introduced in the study appear to have notable new possibilities to the service development process but they have to be further tested empirically. This paper describes the online consumer community of co-creation to an important organizational process of innovation management suggesting that it possesses a great value to business. Online customer communities offer a potential of improving the success of new services or products enabling early, penetrable market entry and creating sustainable competitive advantage.

A System-Level Simulation Model for a Protocol Processor

As the development of integrated circuit technology continues to follow Moore’s law the complexity of circuits increases exponentially. Traditional hardware description languages such as VHDL and Verilog are no longer powerful enough to cope with this level of complexity and do not provide facilities for hardware/software codesign. Languages such as SystemC are intended to solve these problems by combining the powerful expression of high level programming languages and hardware oriented facilities of hardware description languages. To fully replace older languages in the desing flow of digital systems SystemC should also be synthesizable. The devices required by modern high speed networks often share the same tight constraints for e.g. size, power consumption and price with embedded systems but have also very demanding real time and quality of service requirements that are difficult to satisfy with general purpose processors. Dedicated hardware blocks of an application specific instruction set processor are one way to combine fast processing speed, energy efficiency, flexibility and relatively low time-to-market. Common features can be identified in the network processing domain making it possible to develop specialized but configurable processor architectures. One such architecture is the TACO which is based on transport triggered architecture. The architecture offers a high degree of parallelism and modularity and greatly simplified instruction decoding. For this M.Sc.(Tech) thesis, a simulation environment for the TACO architecture was developed with SystemC 2.2 using an old version written with SystemC 1.0 as a starting point. The environment enables rapid design space exploration by providing facilities for hw/sw codesign and simulation and an extendable library of automatically configured reusable hardware blocks. Other topics that are covered are the differences between SystemC 1.0 and 2.2 from the viewpoint of hardware modeling, and compilation of a SystemC model into synthesizable VHDL with Celoxica Agility SystemC Compiler. A simulation model for a processor for TCP/IP packet validation was designed and tested as a test case for the environment.

Hyvinvointipalvelutuottajien uudet yhteistyön toimintamallit - Orimattilalaisten yritysten työhyvinvointipilotti

Tutkimuksessa selvitettiin pk-sektorilla toimivien yritysten tarpeita liittyen hyvinvointipalvelujen tarjontaan sekä palvelujen koettuun laatuun. Lisäksi selvitettiin millainen hyvinvointitoimijoiden joukko toimii pk-yritysten ympärillä ja millaiset ovat näiden toimijoiden yhteistyön ja verkostoitumisen mahdollisuudet. Tutkimuksen tavoitteena oli luoda malleja ja ideoita siihen, miten hajallaan oleva palvelutarjonta saataisiin paremmin kohtaamaan pk-yritysten moninaiset tarpeet. Tutkimuksessa haastateltiin 20 Orimattilalaista pk-yritystä teollisuuden sekä kaupan- ja palvelun alalta. Lisäksi kerättiin tietoa muiden toimijoiden kuten työterveyshuoltojen ja hyvinvointipalveluntuottajien tarjontatavoista. Tutkimuksen teoriaosuudessa tutkittiin hyvinvointipalvelutuottajien verkostoitumisen edellytyksiä arvoverkkojen, yritysten välisen yhteistyön mallien sekä liiketoiminnan uudelleen konseptoinnin kautta. Tutkimuksen tuloksista ilmeni, että yritysten, työterveyshuoltojen ja hyvinvointipalveluntuottajien yhteistyön lisäämisellä voidaan kehittää palveluntarjontatapoja paremmin kysyntää vastaavaksi. Erityisesti työterveyshuoltojen rooli yritysten työhyvinvointiprosesseissa korostui. Niiden mukanaolon koetaan parantavan palvelun laatua.

Effects of business-to-business customer orientation, satisfaction and retention on firm profitability

The objective of this master’s thesis was to examine the effect of customer orientation on customer satisfaction and how customer satisfaction and customer retention contribute to firm profitability. Beside customer orientation, also other antecedents of customer satisfaction, i.e. service quality, flexibility, trust and commitment, were investigated as control variables. Literature review revealed several research gaps concerning research of the key concepts. These research calls were also answered. The empirical study focused on one case company, a telecommunication expert. The data for the empirical part was collected with web-based questionnaire from case company’s business customers in January-February 2008. Sample (N=95) produced 59 answers, thus the response rate of the survey was 62,1%. The data was analyzed by using statistical analysis program, SPSS. As a conclusion, the results indicate that customer orientation do not affect customer satisfaction directly, but through service quality, flexibility and trust. Moreover, customer satisfaction has positive impacts on commitment and intentions to stay as a customer in the future, but not on profitability. In the present study, only past purchase behavior, measured with customer database measure, is positively related to firm profitability.

Innovation process management of complex consumer products and services in new innovation paradigm – case location based business

Innovation is the word of this decade. According to innovation definitions, without positive sales impact and meaningful market share the company’s product or service has not been an innovation. Research problem of this master thesis is to find out what is the innovation process of complex new consumer products and services in new innovation paradigm. The objective is to get answers to two research questions: 1) What are the critical success factors what company should do when it is implementing the paradigm change in mass markets consumer business with complex products and services? 2) What is the process or framework one firm could follow? The research problem is looked from one company’s innovation creation process, networking and organization change management challenges point of views. Special focus is to look the research problem from an existing company perspective which is entering new business area. Innovation process management framework of complex new consumer products and services in new innovation paradigm has been created with support of several existing innovation theories. The new process framework includes the critical innovation process elements companies should take into consideration in their daily activities when they are in their new business innovation implementing process. Case company location based business implementation activities are studied via the new innovation process framework. This case study showed how important it is to manage the process, look how the target market and the competition in it is developing during company’s own innovation process, make decisions at right time and from beginning plan and implement the organization change management as one activity in the innovation process. In the end this master thesis showed that all companies need to create their own innovation process master plan with milestones and activities. One plan does not fit all, but all companies can start their planning from the new innovation process what was introduced in this master thesis.

Service Concept Development - An Appoach for Professional Service Firm

Specific demand for service concept creation has come about from industrial organizations’ desire to find new and innovative ways to differentiate their offering by increasing the level of customer services. Providers of professional services have also demanded new concepts and approaches for their businesses as these industries have become increasingly competitive. Firms are now seeking better ways to understand and segment their customers, to ensure the delivery of quality services and strengthen their position in aggressively competitive markets. This thesis is intended to provide management consulting companies with a new work method that enables service concept creation in a business-to-business environment. The model defines the service concept as a combination of delivered value and the target customers; the third-dimension operating model is brought to the new system in testing of the service concept creation guidelines in the target organization. For testing, service concepts for a management consulting company are created. Service concepts are designed to serve as a solid foundation for further service improvements. Recommendations and proposals for further action related to service development in the target organization are presented, and recommendations to further improve the model created are given.

Performance Management of a Next Generation Network

Today's communication networks consist of numerous interdependent network components. To manage these networks and to ensure their reliable and efficient operation to meet the increasing customer usability demands, extensive network management tools are required from the service provider. The goal of this study was to adapt the Next Generation Network (NGN) providing VoIP services within a performance oriented network management system. This study focuses only on NGN network and the project was implemented as an assignment of the Network Operations Center of Elisa Corporation. The theoretical part of this study introduces the network environment of the Elisa NGN platform: its components and used signalling protocols as well as other exploitable communication protocols. In addition, the Simple Network Management Protocol (SNMP) is closely examined since it is commonly used as the basis of IP (Internet Protocol) network management. Also some primary applications enabled by the NGN technology are introduced. The empirical part of this study contains a short overview of the implemented network performance management system and its properties. The most crucial monitored MIB modules, SNMP parameters and implemented performance measurements are described. The trap topology and the role of the traps for management of the NGN platform are considered and finally, the conclusion based on the several disquisitions is made supported with suggestions for future improvements.

Developing service offering of an air freight carrier

The thesis examined service offering development of an air freight carrier from the customers' point of view. The study was limited to the biggest business clients of the carrier. Service offering development can be divided into service concept, process and system. The thesis was based on these three themes and quality. Compared to product development, systematic and well-structured service development has been studied little, especially in business market. However, service development is a current issue. Due to growing competition companies should carefully listen to their clients' needs and respond to them by offering right services. Methodology of the thesis is qualitative and representatives of three forwarding companies were interviewed. It was found out that the forwarding companies consider themselves as partners of the airline. In addition to general reliability, the customers value the most fluent terminal processes and electronic communication.

Organizing automation maintenance business in Russia

The target of this thesis is to find out potential of automation maintenance services in Russian industry, especially in the region of St. Petersburg. At the beginning of this study the industrial maintainability and process efficiency are discussed from the point of view of process automation. A survey of the present technology and maintenance methods has been made during five visits to local plants. The results of the interviews are analyzed numerically to clarify the common needs and the potential of automation maintenance services. The most interesting services are evaluated by their required resources to find economically justified solutions for the needs of the industry. As results of this study, some service products that would interest interviewed companies have been introduced. These could be offered to the industry to enhance cost-efficiency and productivity of processes.

Supplier's position in project marketing networks

The present study explores relationships between project marketers and their customers in project marketing context. The purpose of the study is to increase the understanding on supplier’s position in project marketing networks. Project marketing is representing a high volume in the international business, and the industrial network approach and the project marketing research cannot fully explain a supplier’s position in project marketing networks. Increased knowledge on project networks can also contribute to industrial marketing research more generally. Data for the present study was collected firstly during the pilot case study from project buyers in the paper and the steel industry in interviews. Secondly an entire project marketing case concerning a steel industry case was used as a data source. The data included interviews, correspondence between the supplier and the buyer, and project documents. The data of the pilot case was analysed with contents analysis, and in the case a deeper analysis based on the developed Stage Dimension framework was used. Supplier’s position in project marketing networks is a hierarchical and dynamic concept including a supplier’s position on the highest level. The dimensions of the position concept are the intermediate level, and the dimensions are based on the underlying components. Supplier’s position is composed from four organization related dimensions, and two individual actor related dimensions. The composition of the supplier’s position varies during the project marketing process, and consequently the relative importance of the dimensions is changing over the process. Supplier’s position in project marketing networks is shaped by incremental and radical changes. Radical changes are initiated by critical events. The study contributes to the research of industrial networks and project marketing. The theoretical contribution of the study is threefold: firstly it proposes a structure of the position concept in project marketing networks, secondly it proposes the Position Stage Dimension Component (PSDC) model for the development of supplier’s position during the project marketing process, and thirdly the study widens the critical event concept to cover the project marketing process both on the organizational and individual level. In addition to the theoretical contributions there are several managerial implications for planning and implementing marketing strategies in the project context.

Authentication and authorization service for a community network

Wireless community networks became popular in uniting people with common interests. This thesis presents authentication and authorization service for a wireless community network using captive portal approach including ability to authenticate clients from associated networks thereby combining multiple communities in a syndicate. The system is designed and implemented to be reliable, scalable and flexible. Moreover, the result includes software management system, which automatically performs software updates at network’s access points. Future development of the system can be concentrated on an improvement of the software management system.

Asiakastyytyväisyys betonirakenteiden kiinnitysosia ja teräsrunkojärjestelmiä valmistavassa yrityksessä

Diplomityön pääasiallisena tarkoituksena oli selvittää Peikko Finland Oy:n asiakastyytyväisyyden nykytila sekä kehittää pitkäkestoinen malli asiakastyytyväisyyden säännölliselle mittaamiselle. Työn tarkoituksena ei ole tarjota valmiita ratkaisuja, vaan antaa yrityksen toiminnan ja kilpailukyvyn kehittämistä varten tarvittavaa tietoa asiakaslähtöisestä näkökulmasta. Asiakastyytyväisyystutkimus suoritettiin sähköisenä kyselynä suunnittelutoimistoille ja eri toimialojen asiakkaille. Lisäksi suoritettiin sisäinen kysely yrityksen johtoryhmän keskuudessa. Saatujen vastausten pohjalta saatiin luotua sekä yrityksen sisäinen että ulkopuolinen näkemys asiakastyytyväisyyden tilasta. Yleisesti ottaen asiakastyytyväisyyden tila oli kohtuullisen hyvällä tasolla. Asiakkaiden ja suunnittelutoimistojen kokema tyytyväisyystaso oli keskimäärin yrityksen sisällä oletettua tasoa parempi. Hyvin kriittisiä kehitystarpeita ilmeni suhteellisen vähän. Suurimmat kehitystarpeet liittyivät tuotteiden hinnoitteluun. Diplomityön osalta asiakastyytyväisyystutkimus suoritettiin Suomen asiakaskunnassa. Tulevaisuudessa kehitetyn kyselypohjan pohjalta asiakastyytyväisyysselvitykset on tarkoitus suorittaa koko konsernitasolla.

Managing the Front End of Innovation in a Networked Company Environment - Combining Strategy, Processes and Systems of Innovation

The objective of the thesis is to enhance the understanding about the management of the front end phases of the innovation process in a networked environment. The thesis approaches the front end of innovation from three perspectives, including the strategy, processes and systems of innovation. The purpose of the use of different perspectives in the thesis is that of providing an extensive systemic view of the front end, and uncovering the complex nature of innovation management. The context of the research is the networked operating environment of firms. The unit of analysis is the firm itself or its innovation processes, which means that this research approaches the innovation networks from the point of view of a firm. The strategy perspective of the thesis emphasises the importance of purposeful innovation management, the innovation strategy of firms. The role of innovation processes is critical in carrying out innovation strategies in practice, supporting the development of organizational routines for innovation, and driving the strategic renewal of companies. The primary focus of the thesis from systems perspective is on idea management systems, which are defined as a part of innovation management systems, and defined for this thesis as any working combination of methodology and tools (manual or IT-supported) that enhance the management of innovations within their early phases. The main contribution of the thesis are the managerial frameworks developed for managing the front end of innovation, which purposefully “wire” the front end of innovation into the strategy and business processes of a firm. The thesis contributes to modern innovation management by connecting the internal and external collaboration networks as foundational elements for successful management of the early phases of innovation processes in a dynamic environment. The innovation capability of a firm is largely defined by its ability to rely on and make use of internal and external collaboration already during the front end activities, which by definition include opportunity identification and analysis, idea generation, profileration and selection, and concept definition. More specifically, coordination of the interfaces between these activities, and between the internal and external innovation environments of a firm is emphasised. The role of information systems, in particular idea management systems, is to support and delineate the innovation-oriented behaviour and interaction of individuals and organizations during front end activities. The findings and frameworks developed in the thesis can be used by companies for purposeful promotion of their front end processes. The thesis provides a systemic strategy framework for managing the front end of innovation – not as a separate process, but as an elemental bundle ofactivities that is closely linked to the overall innovation process and strategy of a firm in a distributed environment. The theoretical contribution of the thesis relies on the advancement of the open innovation paradigm in the strategic context of a firm within its internal and external innovation environments. This thesis applies the constructive research approach and case study methodology to provide theoretically significant results, which are also practically beneficial.

Productivity of Business Services - Towards A New Taxonomy

Statistics show that the expanding service sector accounts already for three quarters of GDP in the developed economies. Moreover, there is abundant evidence on high variation in productive performance across the service industries. This suggests divergent technological and institutional trajectories within the tertiary sector. While conceptual knowledge on services and their performance has accumulated substantially, the overall landscape on productivity and competitiveness is still inconclusive. As noted by number of authors the research on service productivity is still in its infancy. The purpose of this paper is to develop further the analytical framework of service productivity. The approach is based on the notion that service definitions, classifications and performance measurement are strongly interdependent. Given the ongoing restructuring of businesses activities with higher information content, it is argued that the dichotomy between manufacturing and services should not be taken too far. Industrial evolution also suggests that the official industry classifications are increasingly outdated and new taxonomies for empirical research are therefore needed. Based on the previous analyses and new insights the paper clarifies the debated concept of service productivity and identifies the critical dimensions by which the service industries cluster. It is also demonstrated that the dimensions enable to construct new service taxonomies which bear essentially on productivity opportunities at the business level. Needles to say the key determinant explaining the development and potential of productivity growth is innovation activity. As an extensive topic of research, however, service innovation is tackled here only in a cursory way. The paper is constructed as follows: the first section focuses on the conceptual issues and evolving nature of service activities. A workable definition of service should capture the diversity of service activities, as well as the aspects of service processes, comprehensively. The distinctions and similarities between services and manufacturing are discussed, too. Section 2 deals with the service productivity, a persistent and controversial issue in academic literature and policy. With the assessments of strengths and weaknesses of the main schools new insights based on value creation will be brought in. Industry classifications and taxonomies are discussed in Section 3. It begins with a short analysis of the official classifications and their evaluation from the perspective of empirical research. Using well-known examples it is shown that the taxonomies on the manufacturing industries have a clear analogy with the business services. As there is a growing interest to regroup services too, the work to date, has been less systematic and inherently qualitative. Based on the earlier contributions threedimensional service taxonomy is constructed which highlight the key dimensions of productive performance. The main findings and implications are summed up in Section 4.