Improving customer service by identifying critical success factors and utilizing business process outsourcing

Consumers increasingly demand convenience when dealing with companies and therefore it is important to provide professional, diverse and speedy service via customer’s preferred communication channel. These interactions between the customer service and customer have a critical role in customer’s future purchasing decisions. Those customers who don't receive satisfactory customer service are willing to do business with another company that charges more but offers better customer service. This study identifies the critical success factors for the customer service in order to improve the customer service according to the company’s mission and meet customer expectations. Case study is used as a research method and data is collected via observation, archival records and interviews during a time span of fourteen months. The analysis suggests three critical success factors: voice support, scalable and flexible customer service and customer service champions. The study further analyzes the improvement measures according to the critical success factors concluding the Business Process Outsourcing to be the most proper to proceed with. As a conclusion of the study, critical success factors enable achieving the goals of the customer service and align operations according to the company’s mission. Business Process Outsourcing plays important role in improving the customer service by allowing fast expansion of new service offering and obtaining specialized workforce.

One process to rule them all? The role of a repository platform in the management of digitized cultural heritage at the National Library of Finland

Presentation at Open Repositories 2013, DSpace User Group, on 12.7.2013 in Charlottetown, PEI, Canada

Automated Purchase to Pay Process Value Modeling and Comparative Process Speeds

The importance of efficient supply chain management has increased due to globalization and the blurring of organizational boundaries. Various supply chain management technologies have been identified to drive organizational profitability and financial performance. Organizations have historically been concentrating heavily on the flow of goods and services, while less attention has been dedicated to the flow of money. While supply chains are becoming more transparent and automated, new opportunities for financial supply chain management have emerged through information technology solutions and comprehensive financial supply chain management strategies. This research concentrates on the end part of the purchasing process which is the handling of invoices. Efficient invoice processing can have an impact on organizations working capital management and thus provide companies with better readiness to face the challenges related to cash management. Leveraging a process mining solution the aim of this research was to examine the automated invoice handling process of four different organizations. The invoice data was collected from each organizations invoice processing system. The sample included all the invoices organizations had processed during the year 2012. The main objective was to find out whether e-invoices are faster to process in an automated invoice processing solution than scanned invoices (post entry into invoice processing solution). Other objectives included looking into the longest lead times between process steps and the impact of manual process steps on cycle time. Processing of invoices from maverick purchases was also examined. Based on the results of the research and previous literature on the subject, suggestions for improving the process were proposed. The results of the research indicate that scanned invoices were processed faster than e-invoices. This is mostly due to the more complex processing of e-invoices. It should be noted however that the manual tasks related to turning a paper invoice into electronic format through scanning are ignored in this research. The transitions with the longest lead times in the invoice handling process included both pre-automated steps as well as manual steps performed by humans. When the most common manual steps were examined in more detail, it was clear that these steps had a prolonging impact on the process. Regarding invoices from maverick purchases the evidence shows that these invoices were slower to process than invoices from purchases conducted through e-procurement systems and from preferred suppliers. Suggestions on how to improve the process included: increasing invoice matching, reducing of manual steps and leveraging of different value added services such as invoice validation service, mobile solutions and supply chain financing services. For companies that have already reaped all the process efficiencies the next step is to engage in collaborative financial supply chain management strategies that can benefit the whole supply chain.

The key practices of customer portfolio management (CPM) process in the medical and healthcare B2B industry

The goal of this study is to deepen the understanding of the customer portfolio management process. There are many models for the process, and they are not necessarily exclusive of each other. Consequently, the inclusion of many models might even prove out to be beneficial. Other theoretical framework include the current economical situation and its propose on customer portfolio management. With an understanding of the theoretical models as a background, the empirical part of this study compares Finnish multinational medical and healthcare technology companies’ customer portfolio management practices. The empirical research was carried out with theme interviews held with 11 sales and marketing managers or directors from four different companies. The goal was to discover the most essential practices of the process steps in the companies. The result of this study is that there is a lack of systematic customer portfolio management, but most companies are aiming to improve this in the near future. The most essential practices are analysis of sales, communication level, learning, and commitment to strategy of the focal company. Special characteristics of this industry include large business networks that include customers, professional end-users, institutions, universities, researchers, and key opinion leaders. The management and analysis of this comprehensive network has been seen to be extremely important for this industry.

Täytekappalekolonnin likaantumisen syyt ja likaantumisen vähentämisen menetelmiä

Lateksinvalmistusprosessin aikana syntyvää jätevettä käsitellään täytekappalekolonnissa siinä olevien haihtuvien orgaanisten yhdisteiden poistamiseksi. Käsittelyprosessin aikana jätevedessä oleva kiintoaine kiinnittyy täytekappaleiden pinnalle, lopulta tukkien ne. Täytekappaleiden vaihtotyö sekä likaantuneiden täytekappaleiden pesu aiheuttavat kustannuksia. Lainsäädäntö ja sopimus kunnallisen jäteveden käsittelyn kanssa vaativat, että haihtuvien yhdisteiden päästöt lasketaan tietyn tason alapuolelle. Työn ensimmäisenä tavoitteena oli tutkia lateksitehtaan jätevesivirtojen koostumusta massa- ja ainetaseiden avulla, erityisesti täytekappalekolonnia likaavan aineen osalta. Toisena tavoitteena oli löytää menetelmiä pidentää täytekappalekolonnin ajojaksoa nykyisestä. Kolmantena tavoitteena oli löytää tai kehittää esikäsittelymenetelmä likaavan aineen poistamiseksi ennen täytekappalekolonnia. Viimeisenä tavoitteena oli optimoida prosessin ajotapa, josta saavutettaisiin säästöjä vähentyneenä energiankulutuksena. Tutkimuksen perusteella täytekappalekolonni poistaa syntyvästä jätevedestä haihtuvia orgaanisia yhdisteitä 100 prosenttia sekä kemiallista hapenkulutusta 99,5 prosenttia. Täytekappalekolonnin ajojaksoa voidaan pidentää ennakoimalla kolonnin ylä- ja alapään paine-eron perusteella sen likaantumisastetta ja täytekappaleiden vaihtotarvetta. Tutkimuksen perusteella soveltuvia jäteveden esikäsittelymenetelmiä ovat dekantointi, jossa kuuden tunnin viipymällä poistetaan kiintoainetta sekä hallittu kiintoaineen saostus, jossa kymmenen minuutin viipymällä poistetaan sekä haihtuvia orgaanisia yhdisteitä, että kiintoainetta. Energiankulutusta voidaan optimoida vähentämällä höyryn virtausta täytekappalekolonniin erotustehokkuuden siitä kärsimättä.

Fast pyrolysis in circulating fluidized bed: feasibility study

Today the limitedness of fossil fuel resources is clearly realized. For this reason there is a strong focus throughout the world on shifting from fossil fuel based energy system to biofuel based energy system. In this respect Finland with its proven excellent forestry capabilities has a great potential to accomplish this goal. It is regarded that one of the most efficient ways of wood biomass utilization is to use it as a feedstock for fast pyrolysis process. By means of this process solid biomass is converted into liquid fuel called bio-oil which can be burnt at power plants, used for hydrogen generation through a catalytic steam reforming process and as a source of valuable chemical compounds. Nowadays different configurations of this process have found their applications in several pilot plants worldwide. However the circulating fluidized bed configuration is regarded as the one with the highest potential to be commercialized. In the current Master’s Thesis a feasibility study of circulating fluidized bed fast pyrolysis process utilizing Scots pine logs as a raw material was conducted. The production capacity of the process is 100 000 tonne/year of bio-oil. The feasibility study is divided into two phases: a process design phase and economic feasibility analysis phase. The process design phase consists of mass and heat balance calculations, equipment sizing, estimation of pressure drops in the pipelines and development of plant layout. This phase resulted in creation of process flow diagrams, equipment list and Microsoft Excel spreadsheet that calculates the process mass and heat balances depending on the bio-oil production capacity which can be set by a user. These documents are presented in the current report as appendices. In the economic feasibility analysis phase there were at first calculated investment and operating costs of the process. Then using these costs there was calculated the price of bio-oil which is required to reach the values of internal rate of return of 5%, 10%, 20%, 30%, 40%, and 50%.

Pulsed corona discharge as an advanced oxidation process for degradation of organic

Advanced oxidation processes (AOPs) have been studied and developed to suffice the effective removal of refractory and toxic compounds in polluted water. The quality and cost of wastewater treatment need improvements, and electric discharge technology has a potential to make a significant difference compared to other established AOPs based on energy efficiency. The generation of active oxidant species such as ozone and hydroxyl radicals by high voltage discharge is a relatively new technology for water treatment. Gas-phase pulsed corona discharge (PCD), where a treated aqueous solution is dispersed between corona-producing electrodes free of the dielectric barriers, was developed as an alternative approach to the problem. The short living radicals and ozone formed in the gas phase and at the gas-liquid interface react with dissolved impurities. PCD equipment has a relatively simple configuration, and with the reactor in an enclosed compartment, it is insensitive towards gas humidity and does not need the gas transport. In this thesis, PCD was used to study and evaluate the energy efficiency for degrading various organic compounds, as well as the chemistry of the oxidation products formed. The experiments investigate the aqueous oxidation of phenol, humic substances, pharmaceutical compounds (paracetamol, ibuprofen, indomethacin, salicylic acids, -estradiol), as well as lignin degradation and transformation to aldehydes. The study aims to establish the influence of initial concentration of the target pollutant, the pulsed discharge parameters, gas phase composition and the pH on the oxidation kinetics and the efficiency. Analytical methods to measure the concentrations of the target compounds and their by-products include HPLC, spectrophotometry, TOC and capillary electrophoresis. The results of the research included in this summary are presented in the attached publications and manuscripts accepted for publication. Pulsed corona discharge proved to be highly effective in oxidizing each of the target compounds, surpassing the closest competitor, conventional ozonation. The increase in oxidation efficiencies for some compounds in oxygen media and at lower pulse repetition frequencies shows a significant role of ozone. The role of the ·OH radicals was established in the surface reactions. The main oxidation products, formation of nitrates, and the lignin transformation were quantified. A compound specific approach is suggested for optimization of the PCD parameters that have the most significant impact on the oxidation energy efficiency because of the different characteristics and responses of the target compound to the oxidants, as well as different admixtures that are present in the wastewater. Further studies in the method’s safety (nitration and nitrosation of organic compounds, nitrite and nitrate formation enhancement) are needed for promoting the method.

Adaptation of TRIZ Method for Problem Solving in Process Engineering

TRIZ is one of the well-known tools, based on analytical methods for creative problem solving. This thesis suggests adapted version of contradiction matrix, a powerful tool of TRIZ and few principles based on concept of original TRIZ. It is believed that the proposed version would aid in problem solving, especially those encountered in chemical process industries with unit operations. In addition, this thesis would help fresh process engineers to recognize importance of various available methods for creative problem solving and learn TRIZ method of creative problem solving. This thesis work mainly provides idea on how to modify TRIZ based method according to ones requirements to fit in particular niche area and solve problems efficiently in creative way. Here in this case, the contradiction matrix developed is based on review of common problems encountered in chemical process industry, particularly in unit operations and resolutions are based on approaches used in past to handle those issues.

Integration of learning supportive applications into the development of the e-portfolio construction process

The portfolio as a means of demonstrating personal skills has lately been gaining prominence among technology students. This is partially due to the introduction of electronic portfolios, or e-portfolios. As platforms for e-portfolio management with different approaches have been introduced, the learning cycle, traditional portfolio pedagogy, and learner centricity have sometimes been forgotten, and as a result, the tools have been used for the most part as data depositories. The purpose of this thesis is to show how the construction of e-portfolios of IT students can be supported by institutions through the usage of different tools that relate to study advising, teaching, and learning. The construction process is presented as a cycle based on learning theories. Actions related to the various phases of the e-portfolio construction process are supported by the implementation of software applications. To maximize learner-centricity and minimize the intervention of the institution, the evaluated and controlled actions for these practices can be separated from the e-portfolios, leaving the construction of the e-portfolio to students. The main contributions of this thesis are the implemented applications, which can be considered to support the e-portfolio construction by assisting in planning, organizing, and reflecting activities. Eventually, this supports the students in their construction of better and more extensive e-portfolios. The implemented tools include 1) JobSkillSearcher to help students’ recognition of the demands of the ICT industry regarding skills, 2) WebTUTOR to support students’ personal study planning, 3) Learning Styles to determine students' learning styles, and 4) MyPeerReview to provide a platform on which to carry out anonymous peer review processes in courses. The most visible outcome concerning the e-portfolio is its representation, meaning that one can use it to demonstrate personal achievements at the time of seeking a job and gaining employment. Testing the tools and the selected open-source e-portfolio application indicates that the degree of richness of e-portfolio content can be increased by using the implemented applications.

Machine vision methods for process measurements in pulping

The papermaking industry has been continuously developing intelligent solutions to characterize the raw materials it uses, to control the manufacturing process in a robust way, and to guarantee the desired quality of the end product. Based on the much improved imaging techniques and image-based analysis methods, it has become possible to look inside the manufacturing pipeline and propose more effective alternatives to human expertise. This study is focused on the development of image analyses methods for the pulping process of papermaking. Pulping starts with wood disintegration and forming the fiber suspension that is subsequently bleached, mixed with additives and chemicals, and finally dried and shipped to the papermaking mills. At each stage of the process it is important to analyze the properties of the raw material to guarantee the product quality. In order to evaluate properties of fibers, the main component of the pulp suspension, a framework for fiber characterization based on microscopic images is proposed in this thesis as the first contribution. The framework allows computation of fiber length and curl index correlating well with the ground truth values. The bubble detection method, the second contribution, was developed in order to estimate the gas volume at the delignification stage of the pulping process based on high-resolution in-line imaging. The gas volume was estimated accurately and the solution enabled just-in-time process termination whereas the accurate estimation of bubble size categories still remained challenging. As the third contribution of the study, optical flow computation was studied and the methods were successfully applied to pulp flow velocity estimation based on double-exposed images. Finally, a framework for classifying dirt particles in dried pulp sheets, including the semisynthetic ground truth generation, feature selection, and performance comparison of the state-of-the-art classification techniques, was proposed as the fourth contribution. The framework was successfully tested on the semisynthetic and real-world pulp sheet images. These four contributions assist in developing an integrated factory-level vision-based process control.

Soodakattilalaitosten energiantuotannon lisääminen

The aim of this thesis is to study different methods to increase the energy production of recovery boilers. This improvement is encouraged by the current energy policy and the rapid rise in energy prices, especially in electricity. In addition, the energy efficiency of the power plants is intended to be improved. There are several methods to increase the energy production. The methods taken into more accurate study are lower pressure steam for soot blowing and flue gas coolers. Energy balances are made for these two cases to check a plausible addition of power generation of turbo-generator of the steam turbine. Also, the viability issues are studied. Solvo Power Plant Simulation program is used for the energy balance research. Two case power plants are simulated to solve the balances. To solve the addition of power generation with the flue gas coolers, basic balance calculation is performed. The viabilities are also taken into account, especially the payback times of these alternatives. On the basis of the results, installing the system to the process is viable in both cases. By installing the lowest possible pressure steam system for the soot blowing, the advantages are the most significant. The investment costs are the highest but the payback time is less than 1,5 years and the profit in the next 20 years is the greatest. In the case of flue gas coolers, the results did not entirely agree with past studies. Nevertheless, installing the flue gas coolers into the process also seems to be significant and profitable.

Säilöntämenetelmien parantaminen höyryvoimaprosessissa

Lahti Energia Oy:n kivihiiltä polttavan Kymijärvi I voimalaitoksen vuotuiset käyttötunnit ovat vähentyneet. Syy vähennykseen on ollut uuden kaasutusvoimalaitoksen käyttöönotto vuonna 2012, jolloin vanhan voimalaitoksen käytölle ei ole ollut tarvetta kesäkuukausina. Seisonta-aikana voimalaitoksen höyryvoimaprosessi tulee säilöä. Säilönnällä tarkoitetaan toimenpiteitä, joilla estetään korroosio-olosuhteiden syntyminen voimalaitoksen laitteisiin. Säilöntätavasta riippuen estetään joko hapen tai kosteuden esiintyminen. Tässä diplomityössä tutkitaan eri säilöntämenetelmien ominaisuuksia tavoitteena löytää sopivin vaihtoehto vanhalle kivihiilivoimalaitokselle. Työssä perehdytään teorian kautta kolmeen menetelmään voimalaitoksen kattilan säilönnässä. Typpi- ja märkäsäilönnässä estetään hapen ja kuivailmasäilönnässä kosteuden esiintyminen. Työssä on myös tutkittu kattilan säilöntämenetelmien vaikutuksia muihin laitteistoihin ja järjestelmiin. Tuloksien perusteella voidaan todeta, että kuivailmasäilöntä on toimivin ratkaisu voimalaitoksen viimeisille käyttövuosille. Voimalaitoksen jäädessä varavoimalaitokseksi on typpisäilöntä kustannustehokkain vaihtoehto.

Modeling of high pressure pretreatment process for gold leaching

Investigation of high pressure pretreatment process for gold leaching is the objective of the present master's thesis. The gold ores and concentrates which cannot be easily treated by leaching process are called "refractory". These types of ores or concentrates often have high content of sulfur and arsenic that renders the precious metal inaccessible to the leaching agents. Since the refractory ores in gold manufacturing industry take a considerable share, the pressure oxidation method (autoclave method) is considered as one of the possible ways to overcome the related problems. Mathematical modeling is the main approach in this thesis which was used for investigation of high pressure oxidation process. For this task, available information from literature concerning this phenomenon, including chemistry, mass transfer and kinetics, reaction conditions, applied apparatus and application, was collected and studied. The modeling part includes investigation of pyrite oxidation kinetics in order to create a descriptive mathematical model. The following major steps are completed: creation of process model by using the available knowledge; estimation of unknown parameters and determination of goodness of the fit; study of the reliability of the model and its parameters.