A Framework for IT Service Management Integration

The objective of this Master’s Thesis is to find out best practices for IT service management integration. Integration in this context means process integration between an IT organization and an integration partner. For observing the objective, two different perspectives are assigned: process and technology. The thesis consists of theory, framework, implementation, and analysis parts. The first part introduces common methodology of IT service management and enterprise integration. The second part presents an integration framework for ITSM integration. The third part illustrates how the framework is used and the last part analyses the framework. The major results of this thesis were the framework architecture, the framework tools, the implementation model, the testing model, and the deployment model for ITSM integration. As a fundamental best practice, the framework contained a four-division structure between architecture, process, data, and technology. This architecture provides a baseline for ITSM integration design, implementation and testing.

Customer value assessment in business markets

Understanding how firms create, communicate, and deliver value to customers is a key factor when firms seek to differentiate in increasingly competitive and commoditized business markets. As product and price have become less important differentiators in many industries, suppliers are increasingly seeking ways to differentiate themselves based on delivered customer value. Therefore, to gain a holistic understanding on what their offerings are worth to the customer, suppliers need to conduct customer value assessment, which quantifies the impact of a supplier´s offering to customers’ costs and returns. However, from a managerial perspective, customer value assessment is the single most critical challenge for firms in business markets. Consequently, developing holistic frameworks for customer value assessment is seen as one of the most important research priorities for marketing research. The purpose of this study is to explore the process of customer value assessment in business markets. Business markets represent a context where an increasing number of industrial firms are transitioning from basic product offerings towards service-based and solution-oriented hybrid offerings, which emphasize value co-creation and realization in the long term, thus making it difficult to quantify their monetary value. This study employs exploratory and qualitative research design by applying inductive and discovery-oriented grounded theory and multiple case research methods. The empirical data comprise interviews with 61 managers from 12 industrial firms, including seven best practice firms in customer value assessment. The findings of this study show that customer value assessment is essentially a crossfunctional process, which involves several organizational functions. The process begins well before and continues long after the actual delivery, often until the end of a supplier´s offering’s life-cycle. Furthermore, the findings shed light on alternative strategies that firms in business markets can adopt to implement the customer value assessment process. Overall, the findings contribute to customer value research, the sales and organizational management literature, the service marketing and solutions business literature, and suggest several managerial implications on how firms in business markets can adopt a holistic approach to assess value created for customers.

Tapahtumamarkkinointi osana yrityksen markkinointiviestintää

Tämän tutkimuksen tarkoituksena oli laadullisia tutkimusmenetelmiä yhdistelemällä ja relevanttia tieteellistä kirjallisuutta hyödyntämällä selvittää, miten tutkimuksen kohdeyrityksen toteuttamaa tapahtumamarkkinointia voitaisiin kehittää vastaamaan paremmin yrityksen muuttuvia tarpeita. Tähän liittyen tutkittiin kohdeyrityksen näkökulmasta, miten tapahtumamarkkinointi nähdään, ja miten sitä hyödynnetään tällä hetkellä osana yrityksen markkinointiviestintää. Kuluttajan näkökulmaa hyödyntäen pyrittiin selvittämään, mitä vaikutuksia toteutetulla tapahtumamarkkinoinnilla on tapahtumiin osallistuvien yksilöiden kuluttajakäyttäytymiseen ja heidän kokemaansa brändiin. Lopuksi tutkittiin, missä rooleissa tapahtumiin osallistuvat yksilöt ovat kohdeyrityksen tuotteiden kuluttamiseen liittyvässä päätöksentekoprosessissa, ja mitä muita vaikuttajia prosessiin sisältyy. Empiirisiä tutkimustuloksia ja tieteellisessä kirjallisuudessa määriteltyjä parhaita toimintatapoja vertailemalla pyrittiin tunnistamaan eroavaisuuksia ja mahdollisia kehityskohteita. Työ toteutettiin tapaustutkimuksena, jossa tutkittavaa ilmiötä lähestyttiin sekä yrityksen että kuluttajan näkökulmasta. Tutkimuksen laadullinen aineisto kerättiin puolistrukturoitujen haastattelujen avulla, jonka lisäksi tukevana menetelmänä hyödynnettiin havainnointia. Haastattelujen kohteena oli kohdeyrityksen markkinointivastaavan lisäksi 19 järjestettyyn case-tapahtumaan osallistunutta yksilöä. Tulokset paljastivat tiettyjä eroavaisuuksia kohdeyrityksen toteuttaman tapahtumamarkkinoinnin ja alan tieteellisessä kirjallisuudessa määriteltyjen parhaiden toimintatapojen välillä. Tutkimustulokset kohdistivat huomiota myös tapahtumamarkkinoilla saavutettaviin hyötyihin lyhyellä ja pitkällä aikavälillä. Lisäksi tuloksiin perustuen muodostettiin uutta tietoa toiminnan kohteena olevien yksilöiden ku-luttamiseen liittyvästä päätöksentekoprosessista ja siihen sisältyvistä rooleista.

Green supplier selection via Multiple Criteria Data Envelopment Analysis

An appropriate supplier selection and its profound effects on increasing the competitive advantage of companies has been widely discussed in supply chain management (SCM) literature. By raising environmental awareness among companies and industries they attach more importance to sustainable and green activities in selection procedures of raw material providers. The current thesis benefits from data envelopment analysis (DEA) technique to evaluate the relative efficiency of suppliers in the presence of carbon dioxide (CO2) emission for green supplier selection. We incorporate the pollution of suppliers as an undesirable output into DEA. However, to do so, two conventional DEA model problems arise: the lack of the discrimination power among decision making units (DMUs) and flexibility of the inputs and outputs weights. To overcome these limitations, we use multiple criteria DEA (MCDEA) as one alternative. By applying MCDEA the number of suppliers which are identified as efficient will be decreased and will lead to a better ranking and selection of the suppliers. Besides, in order to compare the performance of the suppliers with an ideal supplier, a “virtual” best practice supplier is introduced. The presence of the ideal virtual supplier will also increase the discrimination power of the model for a better ranking of the suppliers. Therefore, a new MCDEA model is proposed to simultaneously handle undesirable outputs and virtual DMU. The developed model is applied for green supplier selection problem. A numerical example illustrates the applicability of the proposed model.

Suomenkielisen oppimateriaalin koostaminen ohjelmistotestauksen perusteita käsittelevälle kurssille

Ohjelmistotestauksen merkitys ja testausosaamisen tarve ovat lisääntyneet sen myötä, kun ohjelmistojen koko on kasvanut ja toteutus monimutkaistunut. Testaustaidot kehittyvät parhaiten käytännön kokemuksen kautta mutta testausosaamisen perusta ja edellytykset käytännön taitojen kehittymiselle rakentuvat testauksen keskeisten avainasioiden, näkökulmien ja käytäntöjen teoreettiseen tuntemukseen ja ammattisanaston hyvään hallintaan. Tässä raportissa kuvataan Lappeenrannan teknilliselle yliopistolle tehty työ, jonka tuloksena koostettiin suomenkielinen oppimateriaali uudelle, keväällä 2015 kurssitarjontaan lisätylle opintojaksolle Ohjelmistotestauksen perusteet.

Partnerships in sustainable urban development : experiences from Sweden and Finland

This thesis examines partnerships in sustainable urban development projects. Achievement of urban development requires the involvement of several parties. The cooperation of the actors of sustainable urban development is achieved by forming partnerships. The purpose of this study is to find solutions and best practices for the management of partnerships in sustainable residential development projects by examining partnerships and their success factors in sustainable urban development. The impact of the roles, responsibilities and interactions of actors taking part in the processes of creating sustainable urban development in outcomes of these development projects and thus on the overall success of accomplishing sustainable development raises the question of how to manage these collaborations. In order to be able to find the best ways of organizing sustainable urban development projects, it is crucial to have the knowledge of how the interactions between all the parties involved in the development can be managed successfully to give the best outcomes. The main research question of this study is: What are the characteristics of successful partnerships in sustainable urban development projects? In order to answer this question, the success factors in partnerships between actors of sustainable urban development are analyzed. In addition, challenges related to these partnerships are examined to get a more comprehensive view of the features of these collaborative ventures and the obstacles that have to be overcome to ensure the successfulness of cooperation. The research approach is multiple case study comprising four cases. The empirical data has been gathered through theme interviews from four different sustainable residential district projects in Sweden and Finland. A comparative analysis of the cases is performed, based on which seven success factors of partnerships in sustainable urban development supported by the prevailing theories are formulated. In addition, challenges faced by projects regarding the partnerships are discussed.

Inbound marketing in practice. Case study: Lainaaja.fi

The general purpose of the thesis was to describe and explain the particularities of inbound marketing methods and the key advantages of those methods. Inbound marketing can be narrowed down to a set of marketing strategies and techniques focused on pulling prospects towards a business and its products on the Internet by producing useful and relevant content to prospects. The main inbound marketing methods and channels were identified as blogging, content publishing, search engine optimization and social media. The best way to utilise these methods is producing great content that should cover subjects that interest the target group, which is usually a composition of buyers, existing customers and influencers, such as analysts and media The study revealed increase in Lainaaja.fi traffic and referral traffic sources that was firmly confirmed as statistically significant, while number of backlinks and SERP placement were clearly positively correlated, but not statistically significant. The number of new registered users along with new loan applicants and deposits did not show correlation with increased content producing. The conclusion of the study shows inbound marketing campaign clearly increasing website traffic and plausible help on getting better search engine results compared to control period. Implications are clear; inbound marketing is an activity that every business should consider implementing. But just producing content online is not enough; equal amount of work should be put into turning the visitors into customers. Further studies are recommended on using inbound marketing combined with monitoring of landing pages and conversion optimization to incoming visitors.

Kraft recovery boilers – Principles and practice

This book was created as postgraduate lecture notes for Lappeenranta University of Technology's special course of steam power plants. But as with anything ever written the ideas shown have nurtured for a long time. Parts of these chapters have appeared elsewhere as individual papers or work documents. One of the most helpful episodes have been presentations and discussions during Pohto Operator training seminars. Input from those sessions can be seen in chapter firing. You who run recovery boilers, I salute you. The purpose of this text is to give the reader an overview of recovery boiler operation. Most parts of the recovery boiler operation are common to boilers burning other fuels. The furnace operation differs significantly from operation of other boiler furnaces. Oxygen rich atmosphere is needed to burn fuel efficiently. But the main function of recovery boiler is to reduce spent cooking chemicals. Reduction reactions happen best in oxygen deficient atmosphere. This dual, conflicting nature of recovery furnace makes understanding it so challenging. To understand the processes happening in the recovery furnace one must try to understand the detailed processes that might occur and their limitations. Therefore chapters on materials, corrosion and fouling have been added.