Service Concept Development - An Appoach for Professional Service Firm

Specific demand for service concept creation has come about from industrial organizations’ desire to find new and innovative ways to differentiate their offering by increasing the level of customer services. Providers of professional services have also demanded new concepts and approaches for their businesses as these industries have become increasingly competitive. Firms are now seeking better ways to understand and segment their customers, to ensure the delivery of quality services and strengthen their position in aggressively competitive markets. This thesis is intended to provide management consulting companies with a new work method that enables service concept creation in a business-to-business environment. The model defines the service concept as a combination of delivered value and the target customers; the third-dimension operating model is brought to the new system in testing of the service concept creation guidelines in the target organization. For testing, service concepts for a management consulting company are created. Service concepts are designed to serve as a solid foundation for further service improvements. Recommendations and proposals for further action related to service development in the target organization are presented, and recommendations to further improve the model created are given.

Creating customer relationship management concept for engineering and service business

Customer relationship management has been one essential part of marketing for over 20 years. Today’s business environment is fast changing, international and highly competitive, and that is why the most important factor for long-term profitability is one-to-one customer relationships. However, managing relationships and serving customers that are profitable has been always challenging. In this thesis the objective was to define the main obstacles that the case company must overcome to succeed in CRM. Possible solutions have also been defined. The main elements of the implementation i.e. people, processes and technologies, can clearly be found behind these matters and solutions. This thesis also presents theoretical information about CRM and it is meant to act as a guide book inside the organisation to spread information about CRM for those who are not so familiar with the topic.

Developing service offering of an air freight carrier

The thesis examined service offering development of an air freight carrier from the customers' point of view. The study was limited to the biggest business clients of the carrier. Service offering development can be divided into service concept, process and system. The thesis was based on these three themes and quality. Compared to product development, systematic and well-structured service development has been studied little, especially in business market. However, service development is a current issue. Due to growing competition companies should carefully listen to their clients' needs and respond to them by offering right services. Methodology of the thesis is qualitative and representatives of three forwarding companies were interviewed. It was found out that the forwarding companies consider themselves as partners of the airline. In addition to general reliability, the customers value the most fluent terminal processes and electronic communication.

Benefits and Limitations of Service Oriented Architecture

In this thesis I examine Service Oriented Architecture (SOA) considering both its positive and negative qualities for business organizations and IT. In SOA, services are loosely coupled and invoked through standard interfaces to enable business process independence from the underlying technology. As an architecture, SOA brings the key benefit of service reuse that may mean anything from simple application reuse to taking advantage of entire business processes across enterprises. SOA also promises interoperability especially by the Web services standards that enable platform independency. Cost efficiency is mainly a result of the savings in IT maintenance and reduced development costs. The most severe limitations of SOA are performance implications and security issues, but the applicability of SOA is also limited. Additional disadvantages of a service oriented approach include problems in data management and complexity questions, and the lack of agreement about SOA and its twofold nature as a business as well as technology approach leads to problematic interpretation of the available information. In this thesis I find the benefits and limitations of SOA for the purpose described above and propose that companies need to consider the decision to implement SOA carefully to determine whether the benefits will outdo the costs in the individual case.

Profitability Analysis of Service Contracts of Devices

The objective of this study has been to make a profitability analysis of service contracts for a company in Finland. The purpose has been to see how profitable the contracts are and if there possibly were some things to change or develop in the contracts. Allocation rules of cost accounting, service costs both profitability and management of services have been considered in the theory part. All the service contracts that have been valid at least three last accounting periods have been included in the study. All direct costs relating to the contracts have been collected and indirect costs have been assigned to the contracts. Profitability of the contracts has been calculated over three years. Results have been analyzed according to the key figures the company is controlling. Some suggestions for developments have been given at the end of the study. The study has shown differences between the contracts. Part of them has turned out to be like the profitability aims of the company and part less profitable. The study has shown that many factors have an effect on the profitability of the service contracts.

Developing a new service business model for an industrial supplier

Project business companies are moving towards solution offering in order to avoid discontinuity of project business and to gain other advantages. An option to implement solution business could be BOOT (Build-Own-Operate-Transfer) business model where a company is given the responsibilities to design, finance, build, own, operate and maintain for example production facilities of a client. The contract is made for 10-30 years, the client pays the solution during this period of time and after contract termination the facilities are transferred to the ownership of the client. The purpose of this study was to provide knowledge about BOOT business model for the company in question and its employees and to create a settlement of the advantages, disadvantages and risks of it. Furthermore, one of the main objectives was to create a description of the network needed to run a BOOT project. The objectives were met through a literature study and an explorative case study with appropriate interviews. Based on this study, the company should be able to evaluate the applicability of BOOT business model to their business environment better.

Developing a Service-Oriented Software Platform

Tehokkaasti toimiva sähköinen tiedonvälitys yrityksen omien sovellusten välillä sekä sen liikekumppaneiden kanssa on kasvanut merkittäväksi yrityksen kilpailukykyä lisääväksi tekijäksi. Yritysten erilaiset tietojärjestelmät asettavat haasteita tehokkaalle tiedonvälitykselle näiden järjestelmien välillä. Perinteiset EDI teknologioihin perustuvat sähköisen tiedonvälityksen ratkaisut eivät pysty mukautumaan nykyisin nopeasti muuttuviin markkinatilanteisiin. Palvelukeskeiseen arkkitehtuuriin ja Web-palveluihin perustuvat teknologiat mahdollistavat mukautumisen erilaisiin muutoksiin liiketoiminnassa nopeammin ja helpommin. Lisäksi ne nopeuttavat tiedon integrointia erilaisten tietojärjestelmien välillä, koska tiedonvälityksessä käytetään yleisesti hyväksyttyihin standardeihin perustuvia tiedonsiirtoprotokollia sekä tietoformaatteja. Diplomityössä esitellään keskeiset teknologiat ja menetelmät sähköisen tiedonvälityksen toteuttamiseen. Lisäksi työssä vertaillaan erilaisia vaihtoehtoja, joilla sähköinen tiedonvälitys voidaan toteuttaa. Vaihtoehtoina työssä ovat tiedonvälityspalveluiden ostaminen toiselta yritykseltä, olemassa olevan valmiin ohjelmiston hyödyntäminen, tai kokonaan uuden sovellusalustan kehittäminen. Työssä kuvaillaan palvelukeskeisen sovellusalustan toteutus, joka mahdollistaa tehokkaan sekä joustavan tiedonvälityksen sovellusten välillä. Alustan tarjoamien palveluiden päälle voidaan rakentaa erilaisia liiketoimintaa tukevia palveluita, jotka voivat hyödyntää sovellusalustan tarjoamia toiminnallisuuksia. Alustan toteutusta arvioidaan kolmen liiketoimintaskenaarion toteutuksesta saatujen kokemusten perusteella.

Authentication and authorization service for a community network

Wireless community networks became popular in uniting people with common interests. This thesis presents authentication and authorization service for a wireless community network using captive portal approach including ability to authenticate clients from associated networks thereby combining multiple communities in a syndicate. The system is designed and implemented to be reliable, scalable and flexible. Moreover, the result includes software management system, which automatically performs software updates at network’s access points. Future development of the system can be concentrated on an improvement of the software management system.

Service Quality of ASPs (Application Service Providers): Case of an E-accounting Service

Service quality has been a hot topic in services marketing research since the ‘80s. Although it has been widely researched in the B2C context, as well as there is some research in the B2B side, it has received very little attention specifically in the context of the ASP (Application Service Provider) business model. The thesis uses streams of service quality literature in B2C and B2B as well as research of the ASP model to form a comprehensive understanding of service quality in the context of the ASPs. The empirical part consists of a case study of Netvisor, a fast-growing Finnish ASP providing e-accounting services. The key findings are that some traditional service quality dimensions seem to apply also in the ASP context and the relative importance of some dimensions differs with regard to different customer levels. Suggestions are made to improve the service quality of the case company.

Personal Liberty in Psychiatric Care - Towards Service User Involvement

This study explores personal liberty in psychiatric care from a service user involvement perspective. The data were collected in four phases during the period 2000-2006 in psychiatric settings in Finland. Firstly, patient satisfaction and factors associated with user involvement were studied (n = 313). Secondly, patients’ experiences of deprivation of their liberty were explored (n = 51). Thirdly, an overview on patients’ options for lodging complaints was conducted, and all complaints (n = 4645) lodged in Finland from 2000 to 2004 were examined. Fourthly, the effects of different patient education methods on inpatients’ experiences of deprivation of liberty were tested (n = 311). It emerged that patients were quite satisfied, but reported dissatisfaction in restrictions, compulsory care and information dissemination. Patients experienced restrictions on leaving the ward and on communication, confiscation of property and coercive measures as deprivation of liberty. Patients’ experienced these interventions to be negative. In Finland, the patient complaint process is complicated and not easily accessible. In general, patient complaints increased considerably in Finland during the study period. In psychiatric care the number of complaints was quite stable and complaints led more seldom to consequences. An Internet-based patient education system was equivalent with traditional education and treatment as usual in supporting personal liberty during hospital care. This dissertation provides new information about the realization of patients' rights in psychiatric care. In order to improve patients' involvement, systematic methods to increase personal liberty during care need to be developed, the procedures for patients lodging complaints should be simplified, and patients' access to information needs to be ensured using multiple methods.

Mekaanisen kunnossapidon palvelutuotekehitys

Teollisuuden kunnossapitoa on Suomessa perinteisesti hoidettu tehtaiden omien kunnossapito-organisaatioiden toimesta. Globaalin kilpailutilanteen vuoksi tehtaat ovat pyrkineet vähentämään kustannuksiaan vastatakseen kilpailuun. Kunnossapidon osalta tämä on tarkoittanut muun muassa tehtaiden omien kunnossapito-organisaatioiden pienentämistä ja samalla tehtaiden ulkopuolisen työvoiman käytön lisäämistä. Kilpailu kunnossapitotöistä alihankkijoiden kesken on kiivasta. Perinteisellä tuntiperusteisella laskutusmenetelmällä toimittaessa erottautuminen kilpailijoista muulla, kuin hinnalla, on monesti vaikeaa. Lisäksi kiivas hintakilpailu ei ole pitkällä aikavälillä asiakkaidenkaan etu, sillä osa toimittajista voi kaatua jättäen suuremman markkinaosuuden ja täten suuremman neuvotteluvallan pienemmälle ryhmälle. Kunnossapitotöiden organisoimisessa päästään parempaan tulokseen tuotteistamalla kunnossapitopalveluja palvelupaketeiksi. Palvelupaketti sisältää ennalta sovitun palvelukokonaisuuden ennalta sovittuun hintaa sopimusajaksi.

Development of IT Service Management in a Large International Company

The purpose of this Master’s thesis is to examine the IT Service Management (ITSM) capabilities of a large international company and develop a design for the IT Service Management of the company. The thesis consists of two parts: a literature review and a case study. The first part is the literature review. It examines different aspects of IT Service Management. The purpose of the literature review is to increase the credibility of the case study. In the case study, the IT Service Management of a large industrial company is assessed, and an improved design for IT Service Management is created. The services are limited to common IT services, and management is limited to operative management. To assess and develop the case company’s IT Service Management, the IT organization and its ITSM capabilities are analyzed, and on the basis of the analyses, an improved IT Service Management model is created. As a result of the analyses, it was found out that the management of the IT organization is function-oriented. Therefore, the organization needs a management model that breaks the functional borders and brings services to the center of management. The designed model aspires to achieve this by defining IT services and modeling management processes from the service perspective.