Tietojärjestelmät palvelutuotannon tukena

Tämän tutkimuksen tavoitteena oli selvittää Imatran kaupungin teknisen toimen nykyinen tietojärjestelmäarkkitehtuuri, sekä selvittää, kuinka hyvin käytettävät tietojärjestelmät tukevat teknisen toimen tuottamaa omakotirakentajan palveluprosessia. Työn teoriaosassa syvennyttiin palvelujen hallintaan, tietojärjestelmiin ja paikkatietojärjestelmiin. Työn empiirisessä osassa tutkittiin, kuinka toimiva käytössä oleva järjestelmäkokonaisuus on. Tutkimus osoitti, että käytössä olevat tietojärjestelmät ja ohjelmistot ovat tehokkaita ja tarkoituksenmukaisia. Teknologian kehittämisen lisäksi tulee kiinnittää huomiota työskentelytapojen kehittämiseen ja yhtenäistämiseen esimerkiksi sähköisen prosessin seurantalomakkeen, tietokantojen päivittämisen, sekä paperisten aineistojen digitoimisen avulla. Tietojärjestelmäarkkitehtuurin tulee olla yksinkertainen ja päällekkäisiä toimintoja kannattaa välttää. Paikkatietojärjestelmien muuttaminen selainpohjaisiksi tehostaa eri tietolähteiden hyödyntämistä. Henkilöstön riittävä tietojärjestelmäkoulutus on tärkeää.

Liiketoimintaprosessien mittaaminen ja mallintaminen

Tutkimuksessa tutkitaan mallintamista ja mittaamista osana liiketoimintaproses-sien parantamista, sekä näiden asioiden kuvaamista soveltuvalla työkalulla. Ensin esitetään teoreettinen viitekehys siihen, kuinka prosesseja voidaan mitata ja mal-lintaa. Sitten raportoidaan käytännössä suoritettu kehitystyö, jolle on määritetty lähtö- ja tavoitetila. Työn onnistumista mitataan johtajahaastatteluin ja saatuja tuloksia verrataan teoriaan. Tutkimuksessa yhdistettiin analyyttinen mallinrakennus, tieteellinen ongelman-ratkaisutoiminta sekä konsultointi tarkoituksena saada aikaan kohde organisaati-olle sopiva konstruktio esitettyyn ongelmaan. Johtajahaastattelut analysoitiin ja suoritettiin kvalitatiivinen tarveanalyysi. Haastatteluja täydennettiin muulla kerä-tyllä aineistolla ja analyysin tarkkuutta pyritään kasvattamaan eri lähdeaineistojen ristivertailuilla. Yrityksissä on niin liiketoiminnalle elintärkeitä ydinprosesseja kuin niitä tukevia tukiprosessejakin. Niiden toiminta perustuu ennalta suunniteltuihin ja uudelleen-käytettäviin menetelmiin. Prosessit tulee sopeuttaa yrityksen arkkitehtuuriin ja niitä on jatkuvasti kehitettävä. Kehittäminen voidaan toteuttaa suurilla kertamuu-toksilla, jatkuvalla laadun parantamisella tai niiden yhdistelmänä. Mallintamisella ja mittaamisella on tärkeä tehtävä liiketoimintaprosessien kehit-tämisessä. Niiden avulla voidaan helpottaa erityisesti prosessien suunnittelua luomalla konkreettisia malleja ja mittareita prosesseista. Toteutuksessa käytettiin prototyyppilähestymistapaa ja työn onnistumista arvioivat yhtiön johtajat. Tutki-muksen tuloksia ovat eri tason prosessimallit, joiden luomisessa käytettiin eri mallintamistekniikoita, sekä mittaristot mittaamaan yrityksen tuottavuutta ja te-hokkuutta.

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.

Identifying first graders at risk of reading and writing difficulties : creating a group-based screening tool in kiswahili in Tanzania

Early identification of beginning readers at risk of developing reading and writing difficulties plays an important role in the prevention and provision of appropriate intervention. In Tanzania, as in other countries, there are children in schools who are at risk of developing reading and writing difficulties. Many of these children complete school without being identified and without proper and relevant support. The main language in Tanzania is Kiswahili, a transparent language. Contextually relevant, reliable and valid instruments of identification are needed in Tanzanian schools. This study aimed at the construction and validation of a group-based screening instrument in the Kiswahili language for identifying beginning readers at risk of reading and writing difficulties. In studying the function of the test there was special interest in analyzing the explanatory power of certain contextual factors related to the home and school. Halfway through grade one, 337 children from four purposively selected primary schools in Morogoro municipality were screened with a group test consisting of 7 subscales measuring phonological awareness, word and letter knowledge and spelling. A questionnaire about background factors and the home and school environments related to literacy was also used. The schools were chosen based on performance status (i.e. high, good, average and low performing schools) in order to include variation. For validation, 64 children were chosen from the original sample to take an individual test measuring nonsense word reading, word reading, actual text reading, one-minute reading and writing. School marks from grade one and a follow-up test half way through grade two were also used for validation. The correlations between the results from the group test and the three measures used for validation were very high (.83-.95). Content validity of the group test was established by using items drawn from authorized text books for reading in grade one. Construct validity was analyzed through item analysis and principal component analysis. The difficulty level of most items in both the group test and the follow-up test was good. The items also discriminated well. Principal component analysis revealed one powerful latent dimension (initial literacy factor), accounting for 93% of the variance. This implies that it could be possible to use any set of the subtests of the group test for screening and prediction. The K-Means cluster analysis revealed four clusters: at-risk children, strugglers, readers and good readers. The main concern in this study was with the groups of at-risk children (24%) and strugglers (22%), who need the most assistance. The predictive validity of the group test was analyzed by correlating the measures from the two school years and by cross tabulating grade one and grade two clusters. All the correlations were positive and very high, and 94% of the at-risk children in grade two were already identified in the group test in grade one. The explanatory power of some of the home and school factors was very strong. The number of books at home accounted for 38% of the variance in reading and writing ability measured by the group test. Parents´ reading ability and the support children received at home for schoolwork were also influential factors. Among the studied school factors school attendance had the strongest explanatory power, accounting for 21% of the variance in reading and writing ability. Having been in nursery school was also of importance. Based on the findings in the study a short version of the group test was created. It is suggested for use in the screening processes in grade one aiming at identifying children at risk of reading and writing difficulties in the Tanzanian context. Suggestions for further research as well as for actions for improving the literacy skills of Tanzanian children are presented.

Tuotehallinnan tietoprosessin haasteet ja kehittäminen ohjelmistoyrityksessä

Diplomityössä tutustuttiin ohjelmistoyrityksen tuotteiden asiakastarpeiden ja vaatimusten käsittelyyn tuotehallinnan tietoprosessin näkökulmasta. Työssä kuvattiin yrityksen nykyinen prosessi sekä analysoitiin erityisesti sen haasteita. Teoriatiedon sekä yrityksen asiantuntijalausuntojen pohjalta laadittiin tuotehallinnan tietoprosessin kehitysehdotuksia. Kvalitatiivinen tapaustutkimus toteutettiin käytännönläheisesti esittämällä kohdeyrityksen asiantuntijoille avoimia kysymyksiä sekä heidän kanssaan keskustellen. Tutkimus tehtiin neljässä vaiheessa ja sen päätavoitteena oli selvittää, millä keinoilla voidaan tukea kohdeyrityksen tuotekehitystarpeisiin ja tuotekehitysehdotuksiin liittyvän tiedon hallintaa sekä tuotantopäätöksiä. Tutkimuksen teoreettinen viitekehys koostui organisaation tietoprosessista, organisaation päätöksentekoprosessista, ohjelmistotuotteen erityispiirteistä sekä ohjelmiston tuotehallinnasta. Kohdeyrityksen tuotehallinnan tietoprosessin kehittämisen keskeisiksi tekijöiksi nousivat tuotehallinnan tukena käytettävän tietojärjestelmän ominaisuudet, tiedon hakeminen, tiedon löytäminen ja tulkinta. Kehityskohteiksi nousivat lisäksi prosessin kulku, perustuotekehityksen ja asiakastoimituksien rinnakkainen hallinta sekä asiakasarvon tuottaminen tuotehallinnan keinoin. Tutkimuksen lopputuloksena toteutettiin kohdeyrityksen tuotehallinnan tietoprosessin tavoitetilan kuvaus. Tavoitetilan elementtejä olivat tuotteiden pidemmän tähtäimen suunnitelmat (roadmap), tuotehallinnan organisointi tiimeille sekä sensemaking-prosessin hyödyntäminen osapuolien yhteisen ymmärryksen luomiseksi kehitystarpeille. Käytössä olevan tietojärjestelmän kehitysehdotukset perustuivat näiden tuotehallinnan elementtien tukemiseen.

Virtuaalinen asiakaspalvelu - soveltuvuus ja tuottavuushyödyt kuntaorganisaatiolle Case: Oulun kaupunki

Suomalainen julkisen sektorin asiakaspalvelu elää tällä hetkellä merkittävää murrosvaihetta. Julkisesta asiakaspalvelusta on tehty kansainvälisestikin vain vähän tieteellistä tutkimusta, ja tähän asti tehty tutkimus on keskittynyt pääasiassa valtiollisiin toimijoihin. Tässä tutkimuksessa tutkittiin virtuaalisen asiakaspalvelun soveltuvuutta ja potentiaalisia tuottavuushyötyjä kuntaorganisaatiolle. Tutkimuksen tavoitteena oli selvittää millainen virtuaalinen asiakaspalvelun toimintamalli soveltuu nimenomaan kuntaorganisaatiolle. Tutkimus toteutettiin kvalitatiivisena tapaustutkimuksena, ja tutkimuskohteena oli Oulun kaupunki. Tutkimuksen empiirinen osa toteutettiin puolistrukturoituna teemahaastatteluna. Haastateltavana oli Oulun kaupungin työntekijöitä sellaisilta toimialoilta, jotka joko asioivat kuntalaisten kanssa suoraan tai osallistuvat kuntalaisille suunnatun asiakaspalvelun kehittämiseen. Tutkimus osoitti, että kuntaorganisaatiolle soveltuva virtuaalinen asiakaspalvelun toimintamalli ottaa huomioon kuntakontekstin erityispiirteet, automatisoi helpot tehtävät ja mahdollistaa tehokkaan resurssien käytön ohjaamalla asiakaspalvelukontaktit automaattisesti ja paikkariippumattomasti vapaana olevalle asiakaspalvelijalle. Virtuaalisen asiakaspalvelun pitää olla vaikuttavaa sekä kuntalaiselle että kuntaorganisaatiolle. Toimintamallin tulee vastata tietoturvan ja tietosuojan vaatimuksiin, jotta sitä voidaan soveltaa kattavasti volyymipalveluissa, joista on potentiaalisesti saavutettavissa suurimmat hyödyt. Toimintamallin tulee olla toimialariippumaton ja helposti monistettavissa mittakaavahyötyjen aikaansaamiseksi.

Visual analytics for behavioral and niche market segmentation

Companies require information in order to gain an improved understanding of their customers. Data concerning customers, their interests and behavior are collected through different loyalty programs. The amount of data stored in company data bases has increased exponentially over the years and become difficult to handle. This research area is the subject of much current interest, not only in academia but also in practice, as is shown by several magazines and blogs that are covering topics on how to get to know your customers, Big Data, information visualization, and data warehousing. In this Ph.D. thesis, the Self-Organizing Map and two extensions of it – the Weighted Self-Organizing Map (WSOM) and the Self-Organizing Time Map (SOTM) – are used as data mining methods for extracting information from large amounts of customer data. The thesis focuses on how data mining methods can be used to model and analyze customer data in order to gain an overview of the customer base, as well as, for analyzing niche-markets. The thesis uses real world customer data to create models for customer profiling. Evaluation of the built models is performed by CRM experts from the retailing industry. The experts considered the information gained with help of the models to be valuable and useful for decision making and for making strategic planning for the future.

Socially shared metacognitive regulation during collaborative learning processes in student dyads and small groups

Traditionally metacognition has been theorised, methodologically studied and empirically tested from the standpoint mainly of individuals and their learning contexts. In this dissertation the emergence of metacognition is analysed more broadly. The aim of the dissertation was to explore socially shared metacognitive regulation (SSMR) as part of collaborative learning processes taking place in student dyads and small learning groups. The specific aims were to extend the concept of individual metacognition to SSMR, to develop methods to capture and analyse SSMR and to validate the usefulness of the concept of SSMR in two different learning contexts; in face-to-face student dyads solving mathematical word problems and also in small groups taking part in inquiry-based science learning in an asynchronous computer-supported collaborative learning (CSCL) environment. This dissertation is comprised of four studies. In Study I, the main aim was to explore if and how metacognition emerges during problem solving in student dyads and then to develop a method for analysing the social level of awareness, monitoring, and regulatory processes emerging during the problem solving. Two dyads comprised of 10-year-old students who were high-achieving especially in mathematical word problem solving and reading comprehension were involved in the study. An in-depth case analysis was conducted. Data consisted of over 16 (30–45 minutes) videotaped and transcribed face-to-face sessions. The dyads solved altogether 151 mathematical word problems of different difficulty levels in a game-format learning environment. The interaction flowchart was used in the analysis to uncover socially shared metacognition. Interviews (also stimulated recall interviews) were conducted in order to obtain further information about socially shared metacognition. The findings showed the emergence of metacognition in a collaborative learning context in a way that cannot solely be explained by individual conception. The concept of socially-shared metacognition (SSMR) was proposed. The results highlighted the emergence of socially shared metacognition specifically in problems where dyads encountered challenges. Small verbal and nonverbal signals between students also triggered the emergence of socially shared metacognition. Additionally, one dyad implemented a system whereby they shared metacognitive regulation based on their strengths in learning. Overall, the findings suggested that in order to discover patterns of socially shared metacognition, it is important to investigate metacognition over time. However, it was concluded that more research on socially shared metacognition, from larger data sets, is needed. These findings formed the basis of the second study. In Study II, the specific aim was to investigate whether socially shared metacognition can be reliably identified from a large dataset of collaborative face-to-face mathematical word problem solving sessions by student dyads. We specifically examined different difficulty levels of tasks as well as the function and focus of socially shared metacognition. Furthermore, the presence of observable metacognitive experiences at the beginning of socially shared metacognition was explored. Four dyads participated in the study. Each dyad was comprised of high-achieving 10-year-old students, ranked in the top 11% of their fourth grade peers (n=393). Dyads were from the same data set as in Study I. The dyads worked face-to-face in a computer-supported, game-format learning environment. Problem-solving processes for 251 tasks at three difficulty levels taking place during 56 (30–45 minutes) lessons were video-taped and analysed. Baseline data for this study were 14 675 turns of transcribed verbal and nonverbal behaviours observed in four study dyads. The micro-level analysis illustrated how participants moved between different channels of communication (individual and interpersonal). The unit of analysis was a set of turns, referred to as an ‘episode’. The results indicated that socially shared metacognition and its function and focus, as well as the appearance of metacognitive experiences can be defined in a reliable way from a larger data set by independent coders. A comparison of the different difficulty levels of the problems suggested that in order to trigger socially shared metacognition in small groups, the problems should be more difficult, as opposed to moderately difficult or easy. Although socially shared metacognition was found in collaborative face-to-face problem solving among high-achieving student dyads, more research is needed in different contexts. This consideration created the basis of the research on socially shared metacognition in Studies III and IV. In Study III, the aim was to expand the research on SSMR from face-to-face mathematical problem solving in student dyads to inquiry-based science learning among small groups in an asynchronous computer-supported collaborative learning (CSCL) environment. The specific aims were to investigate SSMR’s evolvement and functions in a CSCL environment and to explore how SSMR emerges at different phases of the inquiry process. Finally, individual student participation in SSMR during the process was studied. An in-depth explanatory case study of one small group of four girls aged 12 years was carried out. The girls attended a class that has an entrance examination and conducts a language-enriched curriculum. The small group solved complex science problems in an asynchronous CSCL environment, participating in research-like processes of inquiry during 22 lessons (á 45–minute). Students’ network discussion were recorded in written notes (N=640) which were used as study data. A set of notes, referred to here as a ‘thread’, was used as the unit of analysis. The inter-coder agreement was regarded as substantial. The results indicated that SSMR emerges in a small group’s asynchronous CSCL inquiry process in the science domain. Hence, the results of Study III were in line with the previous Study I and Study II and revealed that metacognition cannot be reduced to the individual level alone. The findings also confirm that SSMR should be examined as a process, since SSMR can evolve during different phases and that different SSMR threads overlapped and intertwined. Although the classification of SSMR’s functions was applicable in the context of CSCL in a small group, the dominant function was different in the asynchronous CSCL inquiry in the small group in a science activity than in mathematical word problem solving among student dyads (Study II). Further, the use of different analytical methods provided complementary findings about students’ participation in SSMR. The findings suggest that it is not enough to code just a single written note or simply to examine who has the largest number of notes in the SSMR thread but also to examine the connections between the notes. As the findings of the present study are based on an in-depth analysis of a single small group, further cases were examined in Study IV, as well as looking at the SSMR’s focus, which was also studied in a face-to-face context. In Study IV, the general aim was to investigate the emergence of SSMR with a larger data set from an asynchronous CSCL inquiry process in small student groups carrying out science activities. The specific aims were to study the emergence of SSMR in the different phases of the process, students’ participation in SSMR, and the relation of SSMR’s focus to the quality of outcomes, which was not explored in previous studies. The participants were 12-year-old students from the same class as in Study III. Five small groups consisting of four students and one of five students (N=25) were involved in the study. The small groups solved ill-defined science problems in an asynchronous CSCL environment, participating in research-like processes of inquiry over a total period of 22 hours. Written notes (N=4088) detailed the network discussions of the small groups and these constituted the study data. With these notes, SSMR threads were explored. As in Study III, the thread was used as the unit of analysis. In total, 332 notes were classified as forming 41 SSMR threads. Inter-coder agreement was assessed by three coders in the different phases of the analysis and found to be reliable. Multiple methods of analysis were used. Results showed that SSMR emerged in all the asynchronous CSCL inquiry processes in the small groups. However, the findings did not reveal any significantly changing trend in the emergence of SSMR during the process. As a main trend, the number of notes included in SSMR threads differed significantly in different phases of the process and small groups differed from each other. Although student participation was seen as highly dispersed between the students, there were differences between students and small groups. Furthermore, the findings indicated that the amount of SSMR during the process or participation structure did not explain the differences in the quality of outcomes for the groups. Rather, when SSMRs were focused on understanding and procedural matters, it was associated with achieving high quality learning outcomes. In turn, when SSMRs were focused on incidental and procedural matters, it was associated with low level learning outcomes. Hence, the findings imply that the focus of any emerging SSMR is crucial to the quality of the learning outcomes. Moreover, the findings encourage the use of multiple research methods for studying SSMR. In total, the four studies convincingly indicate that a phenomenon of socially shared metacognitive regulation also exists. This means that it was possible to define the concept of SSMR theoretically, to investigate it methodologically and to validate it empirically in two different learning contexts across dyads and small groups. In-depth micro-level case analysis in Studies I and III showed the possibility to capture and analyse in detail SSMR during the collaborative process, while in Studies II and IV, the analysis validated the emergence of SSMR in larger data sets. Hence, validation was tested both between two environments and within the same environments with further cases. As a part of this dissertation, SSMR’s detailed functions and foci were revealed. Moreover, the findings showed the important role of observable metacognitive experiences as the starting point of SSMRs. It was apparent that problems dealt with by the groups should be rather difficult if SSMR is to be made clearly visible. Further, individual students’ participation was found to differ between students and groups. The multiple research methods employed revealed supplementary findings regarding SSMR. Finally, when SSMR was focused on understanding and procedural matters, this was seen to lead to higher quality learning outcomes. Socially shared metacognition regulation should therefore be taken into consideration in students’ collaborative learning at school similarly to how an individual’s metacognition is taken into account in individual learning.

Business intelligence – enabling self-service: A case study in a global manufacturing company

Business intelligence (BI) is an information process that includes the activities and applications used to transform business data into valuable business information. Today’s enterprises are collecting detailed data which has increased the available business data drastically. In order to meet changing customer needs and gain competitive advantage businesses try to leverage this information. However, IT departments are struggling to meet the increased amount of reporting needs. Therefore, recent shift in the BI market has been towards empowering business users with self-service BI capabilities. The purpose of this study was to understand how self-service BI could help businesses to meet increased reporting demands. The research problem was approached with an empirical single case study. Qualitative data was gathered with a semi-structured, theme-based interview. The study found out that case company’s BI system was mostly used for group performance reporting. Ad-hoc and business user-driven information needs were mostly fulfilled with self-made tools and manual work. It was felt that necessary business information was not easily available. The concept of self-service BI was perceived to be helpful to meet such reporting needs. However, it was found out that the available data is often too complex for an average user to fully understand. The respondents felt that in order to self-service BI to work, the data has to be simplified and described in a way that it can be understood by the average business user. The results of the study suggest that BI programs struggle in meeting all the information needs of today’s businesses. The concept of self-service BI tries to resolve this problem by allowing users easy self-service access to necessary business information. However, business data is often complex and hard to understand. Self-serviced BI has to overcome this challenge before it can reach its potential benefits.

Business intelligence – enabling self-service: A case study in a global manufacturing company

Business intelligence (BI) is an information process that includes the activities and applications used to transform business data into valuable business information. Today’s enterprises are collecting detailed data which has increased the available business data drastically. In order to meet changing customer needs and gain competitive advantage businesses try to leverage this information. However, IT departments are struggling to meet the increased amount of reporting needs. Therefore, recent shift in the BI market has been towards empowering business users with self-service BI capabilities. The purpose of this study was to understand how self-service BI could help businesses to meet increased reporting demands. The research problem was approached with an empirical single case study. Qualitative data was gathered with a semi-structured, theme-based interview. The study found out that case company’s BI system was mostly used for group performance reporting. Ad-hoc and business user-driven information needs were mostly fulfilled with self-made tools and manual work. It was felt that necessary business information was not easily available. The concept of self-service BI was perceived to be helpful to meet such reporting needs. However, it was found out that the available data is often too complex for an average user to fully understand. The respondents felt that in order to self-service BI to work, the data has to be simplified and described in a way that it can be understood by the average business user. The results of the study suggest that BI programs struggle in meeting all the information needs of today’s businesses. The concept of self-service BI tries to resolve this problem by allowing users easy self-service access to necessary business information. However, business data is often complex and hard to understand. Self-serviced BI has to overcome this challenge before it can reach its potential benefits.

Path Analysis of Online Users Using Clickstream Da-ta: Case Online Magazine Website

This paper explores behavioral patterns of web users on an online magazine web-site. The goal of the study is to first find and visualize user paths within the data generated during collection, and to identify some generic behavioral typologies of user behavior. To form a theoretical foundation for processing data and identifying behavioral ar-chetypes, the study relies on established consumer behavior literature to propose typologies of behavior. For data processing, the study utilizes methodologies of ap-plied cluster analysis and sequential path analysis. Utilizing a dataset of click stream data generated from the real-life clicks of 250 ran-domly selected website visitors over a period of six weeks. Based on the data collect-ed, an exploratory method is followed in order to find and visualize generally occur-ring paths of users on the website. Six distinct behavioral typologies were recog-nized, with the dominant user consuming mainly blog content, as opposed to editori-al content. Most importantly, it was observed that approximately 80% of clicks were of the blog content category, meaning that the majority of web traffic occurring in the site takes place in content other than the desired editorial content pages. The out-come of the study is a set of managerial recommendations for each identified behavioral archetype.