Pitkän käyttöiän web-sovelluksen toteuttaminen

Tässä työssä selvitettiin hyviä tapoja ja vakiintuneita käytäntöjä pitkän käyttöiän web-sovelluksen tekemiseksi. Saatiin selville, että sovelluksen elinkaaren aikana suurin osa kustannuksista tulee ylläpidosta. Tavoitteena oli tehdä pitkään käytettävä sovellus, joten ylläpidon kustannusten osuudesta tuli saada mandollisimman pieni. Ohjelmistotuotantoprosessissa mandollisimman aikaisessa vaiheessa havaitut virheet vähentävät korjauskustannuksia oleellisesti verrattuna siihen, että virheet havaittaisiin valmiissa tuotteessa. Siksi tässä työssä tehdyssä web-sovelluksessa panostettiin prosessin alkuvaiheisiin, määrittelyyn ja suunnitteluun. Web-sovelluksen ylläpidettävyyteen ja selkeyteen vaikuttavat oleellisesti hyvät ohjelmistokehitystavat. Käyttämällä valmista sovelluskehystä ja lisäämällä toiminnallisuuksia valmiiden ohjelmistokomponenttien avulla saadaan aikaiseksi hyvien tapojen mukaisesti tehty sovellus. Tässä työssä toteutettu web-sovellus laadittiin käyttämällä sovelluskehystä ja komponenttiarkkitehtuuria. Toteutuksesta saatiin selkeä. Sovellus jaettiin loogisiin kokonaisuuksiin, jotka käsittelevät näkymiä, tietokantaa ja tietojen yhdistämistä näiden välillä. Jokainen kokonaisuus on itsenäisesti toimiva, mikä auttaa sovelluksen ylläpitämisessä ja testaamisessa.

Determination of compression behaviour of coating layer

The strength properties of paper coating layer are very important in converting and printing operations. Too great or low strength of the coating can affect several problems in printing. One of the problems caused by the strength of coating is the cracking at the fold. After printing the paper is folded to final form and the pages are stapled together. In folding the paper coating can crack causing aesthetic damage over printed image or in the worst case the centre sheet can fall off in stapling. When folding the paper other side undergoes tensile stresses and the other side compressive stresses. If the difference between these stresses is too high, the coating can crack on the folding. To better predict and prevent cracking at the fold it is good to know the strength properties of coating layer. It has measured earlier the tensile strength of coating layer but not the compressive strength. In this study it was tried to find some way to measure the compressive strength of the coating layer and investigate how different coatings behave in compression. It was used the short span crush test, which is used to measure the in-plane compressive strength of paperboards, to measure the compressive strength of the coating layer. In this method the free span of the specimen is very small which prevent buckling. It was measured the compressive strength of free coating films as well as coated paper. It was also measured the tensile strength and the Bendtsen air permeance of the coating film. The results showed that the shape of pigment has a great effect to the strength of coating. Platy pigment gave much better strength than round or needle-like pigment. On the other hand calcined kaolin, which is also platy but the particles are aggregated, decreased the strength substantially. The difference in the strength can be explained with packing of the particles which is affecting to the porosity and thus to the strength. The platy kaolin packs up much better than others and creates less porous structure. The results also showed that the binder properties have a great effect to the compressive strength of coating layer. The amount of latex and the glass transition temperature, Tg, affect to the strength. As the amount of latex is increasing, the strength of coating is increasing also. Larger amount of latex is binding the pigment particles better together and decreasing the porosity. Compressive strength was increasing when the Tg was increasing because the hard latex gives a stiffer and less elastic film than soft latex.

Mikrokontrolleriohjaus led-ryhmälle

Luonnonvarojen ehtyminen ja ympäristön saastuminen on luonut kysyntää uusille, energiaa säästäville ja ympäristöystävällisille teknologioille. Valaistuksessa tällainen teknologia on led-tekniikka. Led-tekniikalla on useita etuja verrattuna kilpaileviin tekniikoihin kuten pitkä elinikä, ympäristöystävällisyys ja mekaaninen kestävyys. Ledejä käytetään nykyään laajalti erilaisissa erikoissovelluksissa, erityisesti jos vaatimuksena on valon värillisyys. Näihin päiviin asti ledien hinta ja heikko valontuotto ovat rajoittaneet led-valaisimien yleistymistä hehkulamppujen ja muiden valaisintyyppien korvaajina. Tekniikan nopea kehittyminen on tehnyt led-tekniikasta varteenotettavan vaihtoehdon myös yleisvalaistukseen. Uusimpien valkoisten ledien valotehokkuus on 2 - 5 -kertainen hehkulamppuun verrattuna. Led-tekniikassa on vielä paljon käyttämätöntä potentiaalia, tulevaisuudessa päästäneen 10 - 15 -kertaiseen valotehokkuuteen hehkulamppuun verrattuna. Työssä suunnitellaan mikrokontrolleripohjainen ohjausjärjestelmä valkoista valoa tuottavalle led-valaisimelle, jonka värisävyä ja kirkkautta käyttäjä voi säätää. Valkoinen valo synnytetään sekoittamalla neljän erivärisen led-rivin valoa. Mikrokontrolleri ohjaa kutakin led-riviä väriensekoitusteoriaan perustuen. Mikrokontrolleriohjaus huomioi myös ledien optisten ominaisuuksien muutokset lämpötilan suhteen. Mikrokontrolleriohjauksen suorituskyky todetaan käytännön mittauksilla.

Computing the persistent homology of range images with alpha shapes

Laser scanning is becoming an increasingly popular method for measuring 3D objects in industrial design. Laser scanners produce a cloud of 3D points. For CAD software to be able to use such data, however, this point cloud needs to be turned into a vector format. A popular way to do this is to triangulate the assumed surface of the point cloud using alpha shapes. Alpha shapes start from the convex hull of the point cloud and gradually refine it towards the true surface of the object. Often it is nontrivial to decide when to stop this refinement. One criterion for this is to do so when the homology of the object stops changing. This is known as the persistent homology of the object. The goal of this thesis is to develop a way to compute the homology of a given point cloud when processed with alpha shapes, and to infer from it when the persistent homology has been achieved. Practically, the computation of such a characteristic of the target might be applied to power line tower span analysis.

55-64 —vuotiaiden käsityksiä eläkeajastaan ja eläkesäästöistään

Tutkimuksen tavoitteena oli selvittää, vastaavatko suomalaisten 55-64 vuotiaiden odotukset eläkkeensä tasosta ja eläkesäästöjensä riittävyydestä todellisuutta. Tutkimuksen empiirinen osa on kerätty haastattelemalla 55-64 vuotiaita suomalaisia eri puolelta Suomea. Aineiston on kerännyt TNSGallup puhelinhaastatteluina. Tutkimuksen perusteella voidaan todeta, että eläkeajalle varatut säästöt eivät riitä halutulla kulutustasolla koko eläkeajaksi. Elinajanodotus kasvaa koko ajan, jolloin eläkeaika on myös pidempi ja säästöjen tulisi vastata pidentynyttä elinaikaa. Eläkeaikaan varautuminen tulisi aloittaa aikaisemmin työuran aikana.

Evolutionary Ecology of Mountain Birch in Subarctic Stress Gradients: Interplay of Biotic and Abiotic Factors in Plant-Plant Interactions and Evolutionary Processes

In nature, variation for example in herbivory, wind exposure, moisture and pollution impact often creates variation in physiological stress and plant productivity. This variation is seldom clear-cut, but rather results in clines of decreasing growth and productivity towards the high-stress end. These clines of unidirectionally changing stress are generally known as ‘stress gradients’. Through its effect on plant performance, stress has the capacity to fundamentally alter the ecological relationships between individuals, and through variation in survival and reproduction it also causes evolutionary change, i.e. local adaptations to stress and eventually speciation. In certain conditions local adaptations to environmental stress have been documented in a matter of just a few generations. In plant-plant interactions, intensities of both negative interactions (competition) and positive ones (facilitation) are expected to vary along stress gradients. The stress-gradient hypothesis (SGH) suggests that net facilitation will be strongest in conditions of high biotic and abiotic stress, while a more recent ‘humpback’ model predicts strongest net facilitation at intermediate levels of stress. Plant interactions on stress gradients, however, are affected by a multitude of confounding factors, making studies of facilitation-related theories challenging. Among these factors are plant ontogeny, spatial scale, and local adaptation to stress. The last of these has very rarely been included in facilitation studies, despite the potential co-occurrence of local adaptations and changes in net facilitation in stress gradients. Current theory would predict both competitive effects and facilitative responses to be weakest in populations locally adapted to withstand high abiotic stress. This thesis is based on six experiments, conducted both in greenhouses and in the field in Russia, Norway and Finland, with mountain birch (Betula pubescens subsp. czerepanovii) as the model species. The aims were to study potential local adaptations in multiple stress gradients (both natural and anthropogenic), changes in plant-plant interactions under conditions of varying stress (as predicted by SGH), potential mechanisms behind intraspecific facilitation, and factors confounding plant-plant facilitation, such as spatiotemporal, ontogenetic, and genetic differences. I found rapid evolutionary adaptations (occurring within a time-span of 60 to 70 years) towards heavy-metal resistance around two copper-nickel smelters, a phenomenon that has resulted in a trade-off of decreased performance in pristine conditions. Heavy-metal-adapted individuals had lowered nickel uptake, indicating a possible mechanism behind the detected resistance. Seedlings adapted to heavy-metal toxicity were not co-resistant to others forms of abiotic stress, but showed co-resistance to biotic stress by being consumed to a lesser extent by insect herbivores. Conversely, populations from conditions of high natural stress (wind, drought etc.) showed no local adaptations, despite much longer evolutionary time scales. Due to decreasing emissions, I was unable to test SGH in the pollution gradients. In natural stress gradients, however, plant performance was in accordance with SGH, with the strongest host-seedling facilitation found at the high-stress sites in two different stress gradients. Factors confounding this pattern included (1) plant size / ontogenetic status, with seedling-seedling interactions being competition dominated and host-seedling interactions potentially switching towards competition with seedling growth, and (2) spatial distance, with competition dominating at very short planting distances, and facilitation being strongest at a distance of circa ¼ benefactor height. I found no evidence for changes in facilitation with respect to the evolutionary histories of plant populations. Despite the support for SGH, it may be that the ‘humpback’ model is more relevant when the main stressor is resource-related, while what I studied were the effects of ‘non-resource’ stressors (i.e. heavy-metal pollution and wind). The results have potential practical applications: the utilisation of locally adapted seedlings and plant facilitation may increase the success of future restoration efforts in industrial barrens as well as in other wind-exposed sites. The findings also have implications with regard to the effects of global change in subarctic environments: the documented potential by mountain birch for rapid evolutionary change, together with the general lack of evolutionary ‘dead ends’, due to not (over)specialising to current natural conditions, increase the chances of this crucial forest-forming tree persisting even under the anticipated climate change.

Hintariskienhallinta pitkäaikaisissa urakoissa

Pitkäaikaisten rakennusurakoiden tarjouslaskennassa on ennakoitava hintojen muutoksia useiden vuosien päähän, kun tarjoukset on tehtävä kiinteillä hinnoilla. Kustannusten ennakointi ja hintariskienhallinta on kriittinen tekijä rakennusalan yrityksen kilpailukyvylle. Tämän tutkielman tavoitteena on kehittää YIT Rakennus Oy:n Infrapalveluille toimintamalli ja työkalu, joiden avulla hintariskejä voidaan hallita tarjouslaskennassa sekä hankintatoimessa. Ratkaisuksi kehitettiin kustannusten ennakointi -malli, jossa panosryhmien hintojen kehitystä ennustetaan asiantuntijaryhmissä säännöllisesti. Kustannusten ennakointi -mallin käyttöönotto vaatii ennustettavien panosryhmien määrittelyä. Lisäksi on nimettävä asiantuntijaryhmä sekä valittava aikajänne, jolle ennuste tehdään. Ennusteisiin sisältyvä epävarmuus saadaan esiin Monte Carlo simulaatiolla, ja urakan hintariskiä voidaan siten arvioida todennäköisyysjakaumien ja herkkyysanalyysin avulla. Valmiita ennusteita hyödynnetään tarjouslaskennassa sekä hankintatoimessa taktiikoiden ja strategioiden valinnassa.

Commodity Price Driven Risk Management from Viewpoint of High Grade Steel Alloys

The study of price risk management concerning high grade steel alloys and their components was conducted. This study was focused in metal commodities, of which nickel, chrome and molybdenum were in a central role. Also possible hedging instruments and strategies for referred metals were studied. In the literature part main themes are price formation of Ni, Cr and Mo, the functioning of metal exchanges and main hedging instruments for metal commodities. This section also covers how micro and macro variables may affect metal prices from the viewpoint of short as well as longer time period. The experimental part consists of three sections. In the first part, multiple regression model with seven explanatory variables was constructed to describe price behavior of nickel. Results were compared after this with information created with comparable simple regression model. Additionally, long time mean price reversion of nickel was studied. In the second part, theoretical price of CF8M alloy was studied by using nickel, ferro-chrome and ferro-molybdenum as explanatory variables. In the last section, cross hedging possibilities for illiquid FeCr -metal was studied with five LME futures. Also this section covers new information concerning possible forthcoming molybdenum future contracts as well. The results of this study confirm, that linear regression models which are based on the assumption of market rationality, are not able to reliably describe price development of metals at issue. Models fulfilling assumptions for linear regression may though include useful information of statistical significant variables which have effect on metal prices. According to the experimental part, short futures were found to incorporate the most accurate information concerning the price movements in the future. However, not even 3M futures were able to predict turning point in the market before the faced slump. Cross hedging seemed to be very doubtful risk management strategy for illiquid metals, because correlations coefficients were found to be very sensitive for the chosen time span.

Visuaalinen haku ja silmänliikkeet : tutkimuksia havaintokentästä

Artikkeli perustuu Helena Ojanpään väitöskirjaan Visual search and eye movements : Studies of perceptual span (HY 2006).

The purpose and use of passenger ships in 2058 - Future scenarios generated by the Delphi method

The purpose of the thesis is to generate scenarios of future purposes and of use of ships, suitable for STX Finland Cruise Oy to design and build, over a 50 year time span by applying the Delphi method and an open innovation approach in a future workshop. The scenarios were mapped out with help of two Delphi survey rounds and one future workshop. The number of participants in both surveys and the workshop was some twenty experts in each, representing various fields. On the basis of the first survey round, four different subject areas were selected for analysis: purposes for the use of ships; energy efficiency of cruises and ships; cost efficiency of sea transportation and vacation; and the views and expectations of the customers in the future. As a result of the future workshop, four different themes were established, which were studied further during the second Delphi round. The themes are future service and operation concepts; versatile uses of the space in ships; communication of environmental benefits of ships, future energy solutions and social interaction between passengers onboard. In addition to generating the scenarios, further aim of the thesis is to implement the Delphi method and workshop activity as foresight tools for STX Europe and to produce a chart of a future shipbuilding foresight community to can serve the open innovation processes in the maritime cluster as a whole.

Ultrakevyen rahtialuksen kansiluukkujen sekä luukkujen siirto- ja varastointijärjestelmän suunnittelu hyödyntäen kevytrakennekonsepteja

Tämän työn tarkoituksena oli tutkia miten rahtialuksen kansiluukut voitaisiin valmistaa mahdollisimman kevyiksi. Katettavan ruuman pinta-ala on n. 10 m x 40 m. Luukkujen suuresta jännevälistä johtuen, rakenteelta vaaditaan suurta jäykkyyttä. Erilaisina vaihtoehtoina tutkittiin vaahtomaista alumiinia, alumiinisia kennorakenteita ja polyuretaanisia sandwich-rakenteita. Työssä vertailtiin myös erilaisia geometrisia ratkaisuja, joilla kansiluukkujen jäykkyyttä pyrittiin lisäämään ja sitä kautta pääsemään pienempään materiaalin tarpeeseen. Geometriaa suunniteltaessa huomioitiin myös vaikutukset ruuman tilavuuteen ja lainsäädännön asettamat reunaehdot. Lainsäädännöstä saatiin esimerkiksi turvakaiteiden minimikorkeus, joka vaikuttaa suoraan ruuman tilavuuteen, kun aluksen korkeimmaksi kohdaksi on valittu laivan keskilinja ja tämä korkeus on annettu suunnittelun lähtötietona. Tietokoneavusteisen lujuuslaskennan avulla eri vaihtoehdoista muodostettiin elementtimallit. Malleja varioimalla ja tuloksia vertailemalla saatiin selville kevyin mahdollinen rakenne ja geometria. Malleista saatiin selville myös luukkujen tukireaktiovoimat, eli voimat, jotka luukut kohdistavat aluksen muihin rakenteisiin. Lisäksi työssä mietittiin erilaisia tapoja ruuman avaamiseen ja avaamistavan vaikutusta kansiluukkujen painoon, geometriaan ja ruuman tilavuuteen.

Mellom tradisjon og spel : didaktikk for tekstil folkekunst

Denne avhandlinga er resultatet av eit behov for å forske på og utvikle ein didaktikk for tekstilfaget ved Folkekunststudiet, Institutt for folkekultur, Høgskolen i Telemark, Noreg. Studiet med folkekunst som fagfelt er eit relativt ungt studium på høgskolen, som vart etablert i 1984. Problemstillinga i denne avhandlinga er korleis ein kan utvikle ein forskingsbasert didaktikk der dei grunnleggjande prinsippa som særmerkjer den tradisjonelle folkekunsten, vert tekne vare på. I arbeidet med avhandlinga har eg prøvd på å klårgjere problemstillinga ut frå ulike perspektiv. Forskingsarbeidet har fokus på kommunikasjon og arbeidsmåtar i ljos av ulike teoriar. Det er ei hermeneutisk tilnærming som er vald for den didaktiske forståinga. Det fyrste drøftingstemaet har søkjeljos på kommunikasjon og dialog ved vidareføring av tekstil folkekunst. Både estetiske, teoretiske, praktiske og sosiale aspekt er nedfelte i læreplanen for studiet og skal utgjere grunnlaget for kommunikasjon og arbeidsmåtar. I den skapande og kopierande prosessen er det utvikla språklege reiskapar for både den sosiale og den estetiske sida der den teoretiske og praktiske faktoren er integrert. Møte med døme på tekstile tradisjonar så vel som praktisk forming av tekstilar har ført til refleksjon og dialog som involverer kontemplasjon, korrespondens og imaginasjon. Det andre temaet som er drøfta, er vidareføring av tradisjonelt visuelt formspråk. Her er merksemda retta mot kva som har skjedd formalt med ei gruppe tradisjonelle formelement i tekstilar i den institusjonelle vidareføringa over eit lengre tidsperspektiv. Resultatet syner at mange tradisjonelle formelement er borte frå den institusjonelle produksjonen. Formelementa kan ha fått ei meir naturalistisk utforming, eller dei er overførte til andre tradisjonelle tekstilteknikkar enn dei som var utgangspunktet. Rombeforma i den institusjonelle produksjonen er utført i færre variasjonar og kombinasjonar enn i den tradisjonelle produksjonen. Konklusjonen på drøftingstemaet er at spelereglar og spatialitet i høve til den formale komponenten i utvalet med tradisjonelle tekstilar ikkje er vidareført i alle gruppene av institusjonelle produkt. Resultatet kan få innverknad og fylgjer for utforming av ein framtidig didaktikk for faget. Arbeidsmåte og erfaring frå vidareføring av tekstile tradisjonar er det tredje temaet som er drøfta i avhandlinga. Kopiering og skapande prosessar er arbeidsmåtar som er brukte ved studiet i dag, og dei utgjer grunnlag for drøftingar i relasjon til vidareføring og erfaring. Konklusjonen er at i den skapande prosessen korrigerer tradisjonen utforminga, medan i kopiprosessen er eigen stilvilje og improvisering resultat av prosessane. Personar som deltek i prosessane, har sett seg sjølve og si historiske forankring inn i spelet, der visuelt og verbalt språk er resultat av integrasjon av tradisjonar. Dei tre drøftingstemaa utgjer grunnlaget for at didaktikk for folkekunst og tekstil kan bli intersubjektiv forståing av kva ein didaktikk for vidareføring av folkekunst med vekt på tekstil kan vere i utdanninga i dag. Indre og ytre dialog i skapande og kopierande prosessar femner om estetiske, materielle og tekniske faktorar sett i høve til spelereglar, spelerom, spatialitet og samspel i møte med tekstile tradisjonar. Samla utgjer det ein forskingsbasert didaktikk for faget der den overordna intensjonen er samtykke mellom tradisjon og spel.

Skill Development in Music Reading. The Eye-Movement Approach

This dissertation examined skill development in music reading by focusing on the visual processing of music notation in different music-reading tasks. Each of the three experiments of this dissertation addressed one of the three types of music reading: (i) sight-reading, i.e. reading and performing completely unknown music, (ii) rehearsed reading, during which the performer is already familiar with the music being played, and (iii) silent reading with no performance requirements. The use of the eye-tracking methodology allowed the recording of the readers’ eye movements from the time of music reading with extreme precision. Due to the lack of coherence in the smallish amount of prior studies on eye movements in music reading, the dissertation also had a heavy methodological emphasis. The present dissertation thus aimed to promote two major issues: (1) it investigated the eye-movement indicators of skill and skill development in sight-reading, rehearsed reading and silent reading, and (2) developed and tested suitable methods that can be used by future studies on the topic. Experiment I focused on the eye-movement behaviour of adults during their first steps of learning to read music notation. The longitudinal experiment spanned a nine-month long music-training period, during which 49 participants (university students taking part in a compulsory music course) sight-read and performed a series of simple melodies in three measurement sessions. Participants with no musical background were entitled as “novices”, whereas “amateurs” had had musical training prior to the experiment. The main issue of interest was the changes in the novices’ eye movements and performances across the measurements while the amateurs offered a point of reference for the assessment of the novices’ development. The experiment showed that the novices tended to sight-read in a more stepwise fashion than the amateurs, the latter group manifesting more back-and-forth eye movements. The novices’ skill development was reflected by the faster identification of note symbols involved in larger melodic intervals. Across the measurements, the novices also began to show sensitivity to the melodies’ metrical structure, which the amateurs demonstrated from the very beginning. The stimulus melodies consisted of quarter notes, making the effects of meter and larger melodic intervals distinguishable from effects caused by, say, different rhythmic patterns. Experiment II explored the eye movements of 40 experienced musicians (music education students and music performance students) during temporally controlled rehearsed reading. This cross-sectional experiment focused on the eye-movement effects of one-bar-long melodic alterations placed within a familiar melody. The synchronizing of the performance and eye-movement recordings enabled the investigation of the eye-hand span, i.e., the temporal gap between a performed note and the point of gaze. The eye-hand span was typically found to remain around one second. Music performance students demonstrated increased professing efficiency by their shorter average fixation durations as well as in the two examined eye-hand span measures: these participants used larger eye-hand spans more frequently and inspected more of the musical score during the performance of one metrical beat than students of music education. Although all participants produced performances almost indistinguishable in terms of their auditory characteristics, the altered bars indeed affected the reading of the score: the general effects of expertise in terms of the two eye- hand span measures, demonstrated by the music performance students, disappeared in the face of the melodic alterations. Experiment III was a longitudinal experiment designed to examine the differences between adult novice and amateur musicians’ silent reading of music notation, as well as the changes the 49 participants manifested during a nine-month long music course. From a methodological perspective, an opening to research on eye movements in music reading was the inclusion of a verbal protocol in the research design: after viewing the musical image, the readers were asked to describe what they had seen. A two-way categorization for verbal descriptions was developed in order to assess the quality of extracted musical information. More extensive musical background was related to shorter average fixation duration, more linear scanning of the musical image, and more sophisticated verbal descriptions of the music in question. No apparent effects of skill development were observed for the novice music readers alone, but all participants improved their verbal descriptions towards the last measurement. Apart from the background-related differences between groups of participants, combining verbal and eye-movement data in a cluster analysis identified three styles of silent reading. The finding demonstrated individual differences in how the freely defined silent-reading task was approached. This dissertation is among the first presentations of a series of experiments systematically addressing the visual processing of music notation in various types of music-reading tasks and focusing especially on the eye-movement indicators of developing music-reading skill. Overall, the experiments demonstrate that the music-reading processes are affected not only by “top-down” factors, such as musical background, but also by the “bottom-up” effects of specific features of music notation, such as pitch heights, metrical division, rhythmic patterns and unexpected melodic events. From a methodological perspective, the experiments emphasize the importance of systematic stimulus design, temporal control during performance tasks, and the development of complementary methods, for easing the interpretation of the eye-movement data. To conclude, this dissertation suggests that advances in comprehending the cognitive aspects of music reading, the nature of expertise in this musical task, and the development of educational tools can be attained through the systematic application of the eye-tracking methodology also in this specific domain.

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.

Methodology for wind turbine blade geometry optimization

Nowadays, the upwind three bladed horizontal axis wind turbine is the leading player on the market. It has been found to be the best industrial compromise in the range of different turbine constructions. The current wind industry innovation is conducted in the development of individual turbine components. The blade constitutes 20-25% of the overall turbine budget. Its optimal operation in particular local economic and wind conditions is worth investigating. The blade geometry, namely the chord, twist and airfoil type distributions along the span, responds to the output measures of the blade performance. Therefore, the optimal wind blade geometry can improve the overall turbine performance. The objectives of the dissertation are focused on the development of a methodology and specific tool for the investigation of possible existing wind blade geometry adjustments. The novelty of the methodology presented in the thesis is the multiobjective perspective on wind blade geometry optimization, particularly taking simultaneously into account the local wind conditions and the issue of aerodynamic noise emissions. The presented optimization objective approach has not been investigated previously for the implementation in wind blade design. The possibilities to use different theories for the analysis and search procedures are investigated and sufficient arguments derived for the usage of proposed theories. The tool is used for the test optimization of a particular wind turbine blade. The sensitivity analysis shows the dependence of the outputs on the provided inputs, as well as its relative and absolute divergences and instabilities. The pros and cons of the proposed technique are seen from the practical implementation, which is documented in the results, analysis and conclusion sections.