Teachers' conceptions of literacies during and after a school library development project

Abstrakti

Customer relationship management through life cycle analysis, case professional service firm in B2B market

The objective of this master’s thesis was to study how customer relationships should be assessed and categorized in order to support customer relationship management (CRM) in the context of business-to-business (B2B) and professional services. This sophisticated and complex market is utilizing possibilities of CRM only rarely and even then the focus is often on technology. The theoretical part considered first CRM from the value chain point of view and then discussed the cyclical nature of relationships. The case study focused on B2B professional service firm. The data was collected from company databases and included the sample of 90 customers. The research was conducted in three phases first studying the age, then the service type of relationships and finally executing the cluster analysis. The data was analysed by statistical analysis program SAS Enterprise Guide. The results indicate that there are great differences between developments of customer relationships. While some relationships are dynamically growing and changing, most of customers are remaining constant. This implies expectations and requirements of customers are similarly divergent and relationships should be managed accordingly.

National Library – Service Centre for All Types of Libraries in Finland

Kristiina Hormia-Poutasen esitys Jerusalemissa Israelin kansalliskirjastossa 8.9.2011

National Library and Library Network in Finland - Cooperation Being the Driving Force of Success

Kristiina Hormia-Poutasen esitys Danish Research Association -tapahtumassa Tanskassa 15.9.2011

National Library – Service Centre for All Types of Libraries in Finland

Kristiina Hormia-Poutasen esitys Jerusalemissa 8.9.2011

The Changing Nature of Library Networks - Open Data or One Big Silo?

Anders Söderbäckin esitys Kirjastoverkkopäivillä 26.10.2011 Helsingissä.

Licensing of eResources - views from Denmark's Electronic Research Library (DEFF)

Bo Öhrströmin esitys Kirjastoverkkopäivillä 27.10.2011 Helsingissä.

Delay reduction in courts of justice – possibilities and challenges of process improvement in professional public organizations

Delays in the justice system have been undermining the functioning and performance of the court system all over the world for decades. Despite the widespread concern about delays, the solutions have not kept up with the growth of the problem. The delay problem existing in the justice courts processes is a good example of the growing need and pressure in professional public organizations to start improving their business process performance.This study analyses the possibilities and challenges of process improvement in professional public organizations. The study is based on experiences gained in two longitudinal action research improvement projects conducted in two separate Finnish law instances; in the Helsinki Court of Appeal and in the Insurance Court. The thesis has two objectives. First objective is to study what kinds of factors in court system operations cause delays and unmanageable backlogs and how to reduce and prevent delays. Based on the lessons learned from the case projects the objective is to give new insights on the critical factors of process improvement conducted in professional public organizations. Four main areas and factors behind the delay problem is identified: 1) goal setting and performance measurement practices, 2) the process control system, 3) production and capacity planning procedures, and 4) process roles and responsibilities. The appropriate improvement solutions include tools to enhance project planning and scheduling and monitoring the agreed time-frames for different phases of the handling process and pending inventory. The study introduces the identified critical factors in different phases of process improvement work carried out in professional public organizations, the ways the critical factors can be incorporated to the different stages of the projects, and discusses the role of external facilitator in assisting process improvement work and in enhancing ownership towards the solutions and improvement. The study highlights the need to concentrate on the critical factors aiming to get the employees to challenge their existing ways of conducting work, analyze their own processes, and create procedures for diffusing the process improvement culture instead of merely concentrating of finding tools, techniques, and solutions appropriate for applications from the manufacturing sector

Library Services in a New Perspective: Unifying Resource Management

Johan Rademakersin esitys Kirjastoverkkopäivillä 26.10.2011.

Digitisation at NLF and the National Digital Library

Esitys Bulgarian kirjastoseuran seminaarissa 15.3.2012

The Power of Data - Advocating for Library by Showing Evidence of Impact

Markku Laitinen's keynote presentation in the QQML conference in Limerick, Ireland the 23rd of April, 2012.

Focus on Users – The National Digital Library of Finland

Heli Kautosen esitys Digital Humanities 2012 -konferenssissa Hampurissa 20.7.2012

National Library of Finland – Developing National Infrastructures

Kristiina Hormia-Poutasen esitys maailman kansalliskirjastojen johtajien (CDNL) tapaamisessa Helsingissä 13.8.2012.