Managing Customer Issues through a Support Channel Network

The importance of after-sales service or service in general can be seen and experienced by customers every day with industrial as well as other non-industrial services or products. This dissertation, drawing on theory and experience, focuses on practical engineering implications, specifically the management of customer issues in the after-sales phase in the mobile phone arena. The main objective of this doctoral dissertation is to investigate customer after-sales issue management, specifically regarding mobile phones. The case studies focus on issue resolution time and the issue of corrective actions. This dissertation consists of a main body and four peer-reviewed journal articles and one manuscript currently under review by a peer-reviewed journal. The main body of this dissertation examines the elements of customer satisfaction, loyalty, and retention with respect to corrective actions to address customer issues and issue resolution time through literature and empirical studies. The five independent works are case studies supporting the thesis research questions. This study examines four questions: 1) What are the factors affecting corrective actions for customers? 2) How can customer issue resolution time be controlled? 3) What are the factors affecting processes in the service chain? and 4) How can communication be measured in a service chain? In this work, both quantitative and qualitative analysis methods are used. The main body of the thesis reviews the literature regarding the elements that bridge the five case studies. The case studies of the articles and surveys lean more toward the methodology of critical positivism and then apply the interpretive approach in interpreting the results. The case study articles employ various statistical methods to analyze and to interpret the empirical and survey data. The statistical methods were used to create a model that is useful for significantly optimizing issue resolution time. Moreover, it was found that samples for verifying issues provided by the customer neither improve the perceived quality of corrective actions nor the perceived quality of issue resolution time. The term “service” in this work is limited to the technical services that are provided by product manufacturers and after-sales authorized service vendors. On the basis of this research work, it has been observed that corrective actions and issue resolution time are associated with customer satisfaction and hence, according to induction theory, to customer loyalty and retention. This thesis utilizes knowledge of marketing and customer relationships to contribute to the existing body of knowledge concerning information and communication technology for after-sales service recovery of mobile terminals. The established models in the thesis contribute to the existing knowledge of the after-sales process of dealing with customer issues in the field of mobile phones. The findings suggest that process managers could focus more on communication and training provided to the staff as new technology evolves rapidly. The study also suggest the managers formulate strategies for how customers can be kept informed on a regular basis of the status of issues that have been escalated for corrective action. The findings also lay the foundation for the comprehensive objective to control the entire product development process, starting with conceptualization. This implies that robust design should be applied to the new products so that problems affecting customer service quality are not repeated. The objective will be achieved when the entire service chain from product development to the final user can be modeled and this model can be used to support the organization at all levels.

Novel technology for preparation of optically active chemicals

Asymmetric synthesis using modified heterogeneous catalysts has gained lots of interest in the production of optically pure chemicals, such as pharmaceuticals, nutraceuticals, fragrances and agrochemicals. Heterogeneous modified catalysts capable of inducing high enantioselectivities are preferred in industrial scale due to their superior separation and handling properties. The topic has been intensively investigated both in industry and academia. The enantioselective hydrogenation of ethyl benzoylformate (EBF) to (R)-ethyl mandelate over (-)-cinchonidine (CD)-modified Pt/Al2O3 catalyst in a laboratory-scale semi-batch reactor was studied as a function of modifier concentration, reaction temperature, stirring rate and catalyst particle size. The main product was always (R)-ethyl mandelate while small amounts of (S)-ethyl mandelate were obtained as by product. The kinetic results showed higher enantioselectivity and lower initial rates approaching asymptotically to a constant value as the amount of modifier was increased. Additionally, catalyst deactivation due to presence of impurities in the feed was prominent in some cases; therefore activated carbon was used as a cleaning agent of the raw material to remove impurities prior to catalyst addition. Detailed characterizations methods (SEM, EDX, TPR, BET, chemisorption, particle size distribution) of the catalysts were carried out. Solvent effects were also studied in the semi-batch reactor. Solvents with dielectric constant (e) between 2 and 25 were applied. The enantiomeric excess (ee) increased with an increase of the dielectric coefficient up to a maximum followed by a nonlinear decrease. A kinetic model was proposed for the enantioselectivity dependence on the dielectric constant based on the Kirkwood treatment. The non-linear dependence of ee on (e) successfully described the variation of ee in different solvents. Systematic kinetic experiments were carried out in the semi-batch reactor. Toluene was used as a solvent. Based on these results, a kinetic model based on the assumption of different number of sites was developed. Density functional theory calculations were applied to study the energetics of the EBF adsorption on pure Pt(1 1 1). The hydrogenation rate constants were determined along with the adsorption parameters by non-linear regression analysis. A comparison between the model and the experimental data revealed a very good correspondence. Transient experiments in a fixed-bed reactor were also carried out in this work. The results demonstrated that continuous enantioselective hydrogenation of EBF in hexane/2-propanol 90/10 (v/v) is possible and that continuous feeding of (-)-cinchonidine is needed to maintain a high steady-state enantioselectivity. The catalyst showed a good stability and high enantioselectivity was achieved in the fixed-bed reactor. Chromatographic separation of (R)- and (S)-ethyl mandelate originating from the continuous reactor was investigated. A commercial column filled with a chiral resin was chosen as a perspective preparative-scale adsorbent. Since the adsorption equilibrium isotherms were linear within the entire investigated range of concentrations, they were determined by pulse experiments for the isomers present in a post-reaction mixture. Breakthrough curves were measured and described successfully by the dispersive plug flow model with a linear driving force approximation. The focus of this research project was the development of a new integrated production concept of optically active chemicals by combining heterogeneous catalysis and chromatographic separation technology. The proposed work is fundamental research in advanced process technology aiming to improve efficiency and enable clean and environmentally benign production of enantiomeric pure chemicals.

Methyl and ethyl chloride synthesis in microreactors

Methyl chloride is an important chemical intermediate with a variety of applications. It is produced today in large units and shipped to the endusers. Most of the derived products are harmless, as silicones, butyl rubber and methyl cellulose. However, methyl chloride is highly toxic and flammable. On-site production in the required quantities is desirable to reduce the risks involved in transportation and storage. Ethyl chloride is a smaller-scale chemical intermediate that is mainly used in the production of cellulose derivatives. Thus, the combination of onsite production of methyl and ethyl chloride is attractive for the cellulose processing industry, e.g. current and future biorefineries. Both alkyl chlorides can be produced by hydrochlorination of the corresponding alcohol, ethanol or methanol. Microreactors are attractive for the on-site production as the reactions are very fast and involve toxic chemicals. In microreactors, the diffusion limitations can be suppressed and the process safety can be improved. The modular setup of microreactors is flexible to adjust the production capacity as needed. Although methyl and ethyl chloride are important chemical intermediates, the literature available on potential catalysts and reaction kinetics is limited. Thus the thesis includes an extensive catalyst screening and characterization, along with kinetic studies and engineering the hydrochlorination process in microreactors. A range of zeolite and alumina based catalysts, neat and impregnated with ZnCl2, were screened for the methanol hydrochlorination. The influence of zinc loading, support, zinc precursor and pH was investigated. The catalysts were characterized with FTIR, TEM, XPS, nitrogen physisorption, XRD and EDX to identify the relationship between the catalyst characteristics and the activity and selectivity in the methyl chloride synthesis. The acidic properties of the catalyst were strongly influenced upon the ZnCl2 modification. In both cases, alumina and zeolite supports, zinc reacted to a certain amount with specific surface sites, which resulted in a decrease of strong and medium Brønsted and Lewis acid sites and the formation of zinc-based weak Lewis acid sites. The latter are highly active and selective in methanol hydrochlorination. Along with the molecular zinc sites, bulk zinc species are present on the support material. Zinc modified zeolite catalysts exhibited the highest activity also at low temperatures (ca 200 °C), however, showing deactivation with time-onstream. Zn/H-ZSM-5 zeolite catalysts had a higher stability than ZnCl2 modified H-Beta and they could be regenerated by burning the coke in air at 400 °C. Neat alumina and zinc modified alumina catalysts were active and selective at 300 °C and higher temperatures. However, zeolite catalysts can be suitable for methyl chloride synthesis at lower temperatures, i.e. 200 °C. Neat γ-alumina was found to be the most stable catalyst when coated in a microreactor channel and it was thus used as the catalyst for systematic kinetic studies in the microreactor. A binder-free and reproducible catalyst coating technique was developed. The uniformity, thickness and stability of the coatings were extensively characterized by SEM, confocal microscopy and EDX analysis. A stable coating could be obtained by thermally pretreating the microreactor platelets and ball milling the alumina to obtain a small particle size. Slurry aging and slow drying improved the coating uniformity. Methyl chloride synthesis from methanol and hydrochloric acid was performed in an alumina-coated microreactor. Conversions from 4% to 83% were achieved in the investigated temperature range of 280-340 °C. This demonstrated that the reaction is fast enough to be successfully performed in a microreactor system. The performance of the microreactor was compared with a tubular fixed bed reactor. The results obtained with both reactors were comparable, but the microreactor allows a rapid catalytic screening with low consumption of chemicals. As a complete conversion of methanol could not be reached in a single microreactor, a second microreactor was coupled in series. A maximum conversion of 97.6 % and a selectivity of 98.8 % were reached at 340°C, which is close to the calculated values at a thermodynamic equilibrium. A kinetic model based on kinetic experiments and thermodynamic calculations was developed. The model was based on a Langmuir Hinshelwood-type mechanism and a plug flow model for the microreactor. The influence of the reactant adsorption on the catalyst surface was investigated by performing transient experiments and comparing different kinetic models. The obtained activation energy for methyl chloride was ca. two fold higher than the previously published, indicating diffusion limitations in the previous studies. A detailed modeling of the diffusion in the porous catalyst layer revealed that severe diffusion limitations occur starting from catalyst coating thicknesses of 50 μm. At a catalyst coating thickness of ca 15 μm as in the microreactor, the conditions of intrinsic kinetics prevail. Ethanol hydrochlorination was performed successfully in the microreactor system. The reaction temperature was 240-340°C. An almost complete conversion of ethanol was achieved at 340°C. The product distribution was broader than for methanol hydrochlorination. Ethylene, diethyl ether and acetaldehyde were detected as by-products, ethylene being the most dominant by-product. A kinetic model including a thorough thermodynamic analysis was developed and the influence of adsorbed HCl on the reaction rate of ethanol dehydration reactions was demonstrated. The separation of methyl chloride using condensers was investigated. The proposed microreactor-condenser concept enables the production of methyl chloride with a high purity of 99%.

Talousvesilaitoksen saostusvaiheen tehostaminen esihapetuksella – Case Suomen Sokeri Oy:n vedenkäsittely

Diplomityö tehtiin Suomen Sokeri Oy:n vesilaitokselle Vihreän Kemian laboratoriossa. Prosessia tarkasteltiin saostuksen osalta ja tavoitteena oli sen kehittäminen esihapetusmenetelmän tai saostuskemikaalin vaihdon avulla. Tarkastelu tehtiin orgaanisen, kiintoaineksen ja metallien poiston, desinfiointitehon sekä ympäristöystävällisyyden osalta. Potentiaalisia esihapetusmenetelmiä (kaliumpermanganaatti, vetyperoksidi, valokemiallinen, H2O2/UV, valokatalyyttinen, TiO2/UV, H2O2/ultraääni sekä esihapetus peretikkahapolla) tarkasteltiin eri pitoisuuksilla ja tehoilla laboratoriomittakaavassa jar-testin avulla. Saostustehoa testattiin alumiinikloridilla ja ferrisulfaatilla. Raakaveden laadun muutoksia eri vaiheissa seurattiin laboratorioanalyysein. Hapetusmenetelmien desinfiointiteho, vaikutukset syanobakteereihin ja -toksiineihin sekä reaktioissa syntyvät sivutuotteet kartoitettiin teorian perusteella. Työn tuloksien perusteella kaliumpermanganatti, vetyperoksidi erityisesti kehittyneenä hapetustekniikkana sekä valokatalyyttinen menetelmä tehostivat vedenkäsittelyä, mutta koska TiO2/UV- tai ultraäänihapetukselle ei ole vielä olemassa kaupallista sovellusta laitosmittakaavassa niin suositeltavat menetelmät ovat KMnO4- ja H2O2(/UV)-hapetukset jatkotutkimussuositukset huomioiden. Peretikkahappo ei tämän tutkimuksen perusteella vaikuttanut suositeltavalta hapetusmenetelmältä, mutta sen sijaan teorian perusteella potentiaaliselta desinfektioaineelta myös talousvedenpuhdistukseen. Opinnäytetyötä eri hapetusmenetelmien osalta talousvedelle ei ole aiemmin tehty eikä peretikkahappohapetuksesta ole laajalti aiempaa tutkimustietoa. Kokeellisen osuuden tulokset antavat uutta tietoa menetelmien soveltuvuudesta vastaaville laitoksille.

Phenomena and mechanisms in purification of animal fat

Työn tarkoitus oli tutkia eläinrasvan puhdistusta biodieselin valmistusta varten. Eläinrasvaa syntyy elintarviketeollisuuden sivutuotteena ja sitä saadaan myös myymättä jääneistä elintarvikkeista. Rasva sisältää epäpuhtauksia, jotka on poistettava ennen biodieselprosessia. Tässä työssä tutkittavat epäpuhtaudet ovat typpi, fosfori, rauta, natrium, kalsium ja magnesium. Puhdistusmenetelminä käytettiin saostamista sitruunahapolla sekä adsorbointia kahdella eri adsorbentilla. Tavoitteena oli selvittää riittävä määrä happoa ja adsorbenttia sekä tutkia puhdistuksen mekanismia. Lisäksi tarkasteltiin lämpötilan vaikutusta adsorption aikana.

Suomessa ja Itävallassa toimivien liiketoimintamallien siirrettävyys puupohjaisen uusiutuvan energian tuotantoon Puolaan, Romaniaan ja Slovakiaan

Tutkimus kuvaa tiedon, osaamisen ja teknologian siirtoa Suomesta ja Itävallasta Puolaan, Romaniaan ja Slovakiaan hajautetussa puupohjaisessa sähkö- ja lämpöenergian tuotannossa. Metsävaroiltaan rikas ja bioenergia-asioissa toimintatavoiltaan edistynyt Suomi toimi Metsäntutkimuslaitoksen (nykyisin Luonnonvarakeskus) johdolla tutkimuksen empiirisen aineiston tuottaneen kehittäjäverkostohankkeen pääkoordinaattorina vuosina 2011-2014. Tutkimusmenetelmänä käytettiin hankkeen dokumentaation sisällönanalyysiä. Itävalta on tunnettu edistyksellisistä bioenergia-alan tuki- ja ohjausjärjestelmistä. Suomi ja Itävalta kuuluvat EU:n viiden edistyneimmän maan joukkoon uusiutuvien energialähteiden hyödyntämisessä. Tämän työn tavoitteena oli selvittää, miten Suomessa ja Itävallassa hyvin toimivia liiketoimintamalleja voidaan siirtää kohdemaihin puupohjaisen uusiutuvan energian tuotannossa hyödynnettäviksi. Työssä kuvataan tiedonsiirtäjämaiden eli Suomen ja Itävallan ydinosaaminen kiinteän biomassan energiantuotannossa politiikkatasolta käytännön liiketoiminnan tasolle. Lisäksi työssä analysoidaan poliittisen ohjauksen merkitystä alan kehittämisessä, missä käydään läpi maakohtaiset uusiutuvan energian toimintasuunnitelmat vuodelta 2010. Lopuksi arvioidaan tiedonsiirtäjä- ja tiedonhyödyntäjämaiden välisiä eroavaisuuksia kyseisellä liiketoiminta-alueella, ja onko olemassa sellaisia tekijöitä, mitkä estävät tiedonsiirtoa tai hyväksi todettujen liiketoimintamallien soveltamista kohdemaissa. Kussakin maassa metsänomistusolosuhteet ratkaisevat kiinteän biomassan tarjonnan toimivuuden eli tilanteen toimitusketjun alkupäässä. Tuotannon ohjauksen pyrkimys on myös hyödyntää mekaanisen puunjalostuksen sivutuotevirrat mahdollisimman tarkoin energiantuotannon tarpeisiin. Yleiset taloudelliset suhdanteet vaikuttavat ketjun toimivuuteen ja tehokkuuteen. Yksin energiantuotannon tarpeisiin puunkorjuuta ei kannata suunnitella, koska se harvemmin erikseen toteutettuna on kannattavaa liiketoimintaa. Puun käyttö energiantuotantoon tarvitsee hyvin suunniteltua tuki- ja ohjausjärjestelmää, joista kansalliset hallitukset vastaavat. Suomalainen tuotannon suunnittelun ja ohjauksen ajattelutapa sekä itävaltalainen energiapuun varastointi biomassan logistiikkakeskuksiin koettiin kohdemaiden yrittäjäkunnassa varteenotettavimpina liiketoiminnan kehittämisvaihtoehtoina paikallisissa toimintaympäristöissä. Lean-tuotantoajatteluun kuuluva hukan poistaminen toimitusketjusta liittyy mm. varastonhallinnan järjestelyihin ja sivutuotevirtojen hyödyntämiseen. Näitä piirteitä oli myös löydettävissä tiedonhyödyntäjämaiden yritysten toiminnassa hankkeen toteutuksen aikana.

Isolation and Characterization of Ovomucin - a Bioactive Agent of Egg White

The hen’s egg is a source of new life. Therefore, it contains many biologically active compounds. In addition to being a very nutritious food and also commonly used in the food industry due to its many techno-functional properties, the egg can serve as a source of compounds used as nutra-, pharmaand cosmeceuticals. One such interesting compound is ovomucin, an egg white protein responsible for the gel-like properties of thick egg white. Previous studies have indicated that ovomucin and ovomucin-derived peptides have several different bioactive properties. The objectives of the present study were to develop isolation methods for ovomucin, to characterize the structure of ovomucin, to compare various egg fractions as sources of ovomucin, to study the effects of various dissolving methods for ovomucin, and to investigate the bioactive properties of ovomucin and ovomucin-derived peptides. A simple and rapid method for crude ovomucin separation was developed. By using this method crude ovomucin was isolated within hours, compared to the 1-2 days (including a dialysis step) needed when using several other methods. Structural characterization revealed that ovomucin is composed of two subunits, α- and β-ovomucin, as egg white protein formerly called α1-ovomucin seemed to be ovostatin. However, it might be possible that ovostatin is associated within β- and α-ovomucin. This interaction could even have some effect on the physical nature of various egg white layers. Although filtration by-product fraction was a very prominent source of both crude and β-ovomucin, process development has reduced its amount so significantly that it has no practical meaning anymore. Thus, the commercial liquid egg white is probably the best option, especially if it generally contains amounts of β-ovomucin as high as were found in these studies. Crude ovomucin was dissolved both by using physical and enzymic methods. Although sonication was the most effective physical method for ovomucin solubilisation, colloid milling seemed to be a very promising alternative. A milk-like, smooth and opaque crude ovomucin suspension was attained by using a colloid mill. The dissolved ovomucin fractions were further tested for bioactive properties, and it was found that three dissolving methods tested produced moderate antiviral activity against Newcastle disease virus, namely colloid milling, enzymatic hydrolysis and a combination of sonicaton and enzymatic hydrolysis. Moreover, trypsin-digested crude ovomucin was found to have moderate antiviral activity against avian influenza virus: both subtype H5 and H7.

Selvitys erilaisten mäntyöljynkeittoprosessien toiminnasta

Työn tavoitteena oli tutustua eri mäntyöljyprosessien toimintaan. Sulfaattisellun valmistuksessa syntyy sivutuotteena mäntyöljyä. Se tuo lisätuottoa sellutehtaalle. Nykypäivänä mäntyöljyn valmistukseen on kiinnitetty yhä enemmän huomiota uusien jalostusmahdollisuuksien vuoksi. Mäntyöljyä syntyy, kun mustalipeän pinnalta kuorittu suopa palstoitetaan sopivalla hapolla. Suopa koostuu puun uuteaineista eli hartsi- ja rasvahapoista sekä saippuattomista aineista. Suopa pitää erottaa mustalipeästä mahdollisimman hyvin, jotta se ei aiheuttaisi ongelmia sellutehtaan eri prosessin vaiheissa. Suopaa voidaan erottaa mustalipeästä säiliöerotuksena, sentrifugeilla tai hydrosykloneilla. Suovan palstoitusprosessi voi olla erä- tai jatkuvatoiminen prosessi. Jatkuvatoimisia prosesseja ovat: sentrifugi-, säiliödekantointi- ja HDS-prosessi. Mäntyöljyä voidaan käyttää kemianteollisuuden raaka-aineena tai siitä voidaan jalostaa biodieseliä. Tämä biodiesel on niin sanottua toisen polven biopolttoainetta eli se ei sisällä ravinnoksi kelpaavaa raaka-ainetta. Nykypäivänä markkinoilla on sekä eräkeitto- sekä jatkuvatoimisia prosesseja. Suovan erotussäiliöiden rinnalle on tullut uusi sentrifugeilla tapahtuva suovan erotussysteemi.

Mäntyöljyn tislauksen esikäsittely

Raakamäntyöljy on selluteollisuuden sivutuote. Suopa erotetaan mustalipeästä ja palstoitetaan tuottaen siten raakamäntyöljyä. Raakamäntyöljy tislataan tavanomaisesti viiteen pääjakeeseen: rasvahapot, hartsihapot, mäntyöljytisle, esiöljy ja mäntyöljypiki. Näiden jakeiden lisäksi raakamäntyöljyssä on erityisesti mustalipeästä siihen erottuneita epäpuhtauksia, jotka haittaavat raakamäntyöljyn prosessointia. Epäpuhtauksia ovat orgaaniset ja epäorgaaniset yhdisteet, kuten metallit, suolat ja ligniini. Nämä epäpuhtaudet aiheuttavat haitallisia reaktioita prosessissa huonontaen siten lopputuotejakeiden laatua. Tämän lisäksi epäpuhtaudet aiheuttavat saostumia prosessilaitteissa alentaen siten prosessointitehokkuutta. Raakamäntyöljyn esikäsittelyllä tehostetaan tislauksen toimintaa. Työssä esitetään esikäsittelymenetelmistä mm. degumming-menetelmä, laimea happopesu, hiilidioksidikäsittely, valkaisu ja lämpökäsittely. Menetelmien pohjalta valitaan tätä työtä varten yksi menetelmä, jonka pohjalta suunnitellaan kokeellisessa osassa suoritettavat kokeet. Kokeellinen osuus koostuu esikokeista, varsinaisista kokeista ja lisäkokeista. Menetelmän tarkoituksena on saavuttaa epäpuhtauksille 90–95 % reduktioaste. Kokeiden onnistumista tutkitaan analysoimalla alkuperäinen raakamäntyöljy, sekä jokaisen kokeen jälkeen erotetut faasit. Työssä saavutettiin hyvä erotustehokkuus. Alkuperäisen tavoitteen mukaista reduktioastetta ei pystytty määrittämään eri analyysimenetelmien ja niiden analyysituloksissa ilmenneiden eroavaisuuksien vuoksi, mutta lisäkokeiden ansiosta pystyttiin vahvistamaan kyseisen koejärjestelmän optimaalinen poistoaste. Lisäksi työssä havaittiin että esikäsittelytulos on hyvin riippuvainen käsiteltävän raaka-aineen koostumuksesta.

Potential to decrease GHG emissions from biomass resources in China

This paper describes the environment issues which are caused by fossil fuel utilization, and the available of biomass resources and relevant applications in China and relevant policy for supporting biomass resources development. In addition the sustainable technology for energy and fuels generation in China and the advantages and disadvantages of technologies are presented as well. This paper aims to find out how the policy can promotes the biomass resource development and from environment aspect to see why the biomass resources should replace fossil fuels in the future. In this paper the life cycle assessment of straw biomass resource will be as an example to present the same amount of energy produced by straw and coal, the different amount of emission will be emitted.

Learning English is Fun! Incidental vocabulary acquisition of music and traditional class ninth graders via listening to pop songs

Finnish youth are constantly exposed to music and lyrics in English in their free time. It is likely that this has a positive effect on vocabulary learning. Learning vocabulary while simultaneously accompanied with melodies is likely to result in better learning outcomes. The present thesis covers a study on the vocabulary learning of traditional and music class ninth graders in a south-western upper comprehensive school in Finland, mainly concentrating on vocabulary learning as a by-product of listening to pop music and learning vocabulary through semantic priming. The theoretical background presents viable linguistic arguments and theories, which provide clarity for why it would be possible to learn English vocabulary via listening to pop songs. There is conflicting evidence on the benefits of music on vocabulary learning, and this thesis sets out to shed light on the situation. Additionally, incorporating pop music in English classes could assist in decreasing the gap between real world English and school English. The thesis is a mixed method research study consisting of both quantitative and qualitative research materials. The methodology comprises vocabulary tests both before and after pop music samples and a background questionnaire filled by students. According to the results, all students reported liking listening to music and they clearly listened to English pop music the most. A statistically significant difference was found when analysing the results of the differences in pre- and post-vocabulary tests. However, the traditional class appeared to listen to mainstream pop music more than the students in the music class, and thus it seems likely that the traditional class benefited more from vocabulary learning occurring via listening to pop songs. In conclusion, it can be established that it is possible to learn English vocabulary via listening to pop songs and that students wish their English lectures would involve more music-related vocabulary exercises in the future. Thus, when it comes to school learning, pop songs should be utilised in vocabulary learning, which could also in turn result in more diverse learning and the students could, more easily than before, relate to the themes and topics of the lectures. Furthermore, with the help of pop songs it would be possible to decrease the gap between school English and real-world English.

Modelling additional costs caused by a new product feature

Työn tavoitteena oli mallintaa uuden tuoteominaisuuden aiheuttamat lisäkustannukset ja suunnitella päätöksenteon työkalu Timberjack Oy:n kuormatraktorivalmistuksen johtoryhmälle. Tarkoituksena oli luoda karkean tason malli, joka sopisi eri tyyppisten tuoteominaisuuksien kustannuksien selvittämiseen. Uuden tuoteominaisuuden vaikutusta yrityksen eri toimintoihin selvitettiin haastatteluin. Haastattelukierroksen tukena käytettiin kysymyslomaketta. Haastattelujen tavoitteena oli selvittää prosessit, toiminnot ja resurssit, jotka ovat välttämättömiä uuden tuoteominaisuuden tuotantoon saattamisessa ja tuotannossa. Malli suunniteltiin haastattelujen ja tietojärjestelmästä hankitun tiedon pohjalta. Mallin rungon muodostivat ne prosessit ja toiminnot, joihin uudella tuoteominaisuudella on vaikutusta. Huomioon otettiin sellaiset resurssit, joita uusi tuoteominaisuus kuluttaa joko välittömästi, tai välillisesti. Tarkasteluun sisällytettiin ainoastaan lisäkustannukset. Uuden tuoteominaisuuden toteuttamisesta riippumattomat, joka tapauksessa toteutuvat yleiskustannukset jätettiin huomioimatta. Malli on yleistys uuden tuoteominaisuuden aiheuttamista lisäkustannuksista, koska tarkoituksena on, että se sopii eri tyyppisten tuoteominaisuuksien aiheuttamien kustannusten selvittämiseen. Lisäksi malli soveltuu muiden pienehköjen tuotemuutosten kustannusten kartoittamiseen.

Service product structure supported by remote diagnostics

Työn tavoitteena oli määrittää etähuoltokonseptin yleinen rakenne sekä selvittää asiakkaille tarjottavia modulaarisia palvelutuotteita. Aluksi selvitettiin huoltokonseptin rakennetta kirjallisuuden ja asiantuntijoiden haastattelujen avulla. Asiantuntijoiden haastattelut toteutettiin vapaamuotoisesti kysymyslistaa apuna käyttäen. Tämän lisäksi työssä pohditaan KM, CRM ja PDM rooleja etähuoltokonseptin kannalta sekä tutkaillaan etähuollon tulevaisuuden näkymiä.Diplomityössä käsitellään modulaarisuutta yleisellä tasolla. Moduularisuus on moniulotteinen termi. Usein sillä tarkoitetaan yrityksen sisäistä tuotekehityksen hallintaa. Toisaalta se voidaan nähdä myös asiakkaalle tarjottavina tuotteina ja tässä diplomityössä on keskitytty tähän puoleen. Loppuosa diplomityöstä käsittelee palvelutuotteiden tuotteistamisprosessia.Diplomityön tuloksena hahmoteltiin etähuolto konseptia ja tutkittiin mahdollisia palvelutuotteita, joita voidaan sisällyttää etähuoltokonseptiin. Tämän lisäksi toteutettiin osa tuotteistamisprosessista. Etähuollon kehittäminen on haasteellista. Haasteeksi jää tuotekehitystoiminnan ja palvelupuolen toiminnan tehostaminen, jotta tuotteita voitaisiin jo suunnittelupuolella kehittää etähuollon tarpeisiin. Kehittäminen vaatii molempien puolien aktiivista osallistumista.

Creating Global Competitive Advantage by Global Product Technology Transfers

Globalization is the trend which is realized in all areas in today’s business world. Pressure for cost reduction, changes in market situation and available scale economies have changed business environment more global than ever. To respond to new situation, companies are establishing global strategies. In this thesis, available global competitive advantages in electrical machine industry are studied in context of gaining them by global technology transfers. In theory part, establishing global strategy and competitive advantage is considered with connection to global sourcing and supply chain management. Additionally, market development in 21st century and its impact on global strategies is studied. In practice, global manufacturing is enabled by technology transfer projects. Smooth and fast project implementation enables faster and more flexible production ramp up. By starting the production available competitive advantages can be realized. In this thesis the present situation of technology transfer projects and the risks and advantages related to global manufacturing are analyzed. The analysis of implemented technology transfer projects indicates that project implementation is in good level. For further development of project execution 10 minor suggestions could be presented with two major ones: higher level standardization and development of product information model to support better global manufacturing.