Edellytykset asiakaspalvelun muuttamiseksi maksulliseksi asiantuntijatyöksi

Tämän tutkimuksen tavoite on kuvata tietoliikenneoperaattorin yritysliiketoiminnan asiakaspalvelun maksullisuuden nykytilaa sekä kartoittaa edellytyksiä asiakaspalvelun muuttamiseksi maksulliseksi asiantuntijatyöksi. Tutkimuksessa tuodaan esiin kirjallisuudessa esiintyvää, aihetta taustoittavaa ja määrittelevää teoriaa palveluihin ja palveluliiketoimintaan liittyen. Sen pohjalta kartoitettiin asiakaspalvelun maksullisuuden nykytilaa yrityksen sisäisen materiaalin ja haastattelujen kautta, tarkastellen asiaa niin yrityksen sisäisen näkökulman kuin myös asiakas- ja kilpailijanäkökulman kautta. Tutkimuksen lopputuloksena voidaan todeta, että nykymuodossa asiakaspalvelu on pääosin ei-maksullisen palvelu, jota ei nykytilanteessa mielletä tai käsitellä samankaltaisena tuotteistettuna palveluna kuin yrityksen ns. ydinpalveluita. Edellytykset maksullisuuden toteutumiselle ovat asiakaspalvelun tuotteistaminen asiakkaille arvoa tuottavaksi asiantuntijatyöksi, tavoitteellinen hinnoittelu, soveltuvat tietojärjestelmät sekä maksullisuuteen tähtäävän muutosprosessin asiakaslähtöinen suunnittelu ja toteutus.

Yrityksen vaihto-omaisuustavoitteet kunnossapidon näkökulmasta

Varaosavarastoihin kohdistuu entistä enemmän samoja vaihto-omaisuuden hallinnan vaatimuksia kuin raaka-aine ja lopputuotevarastoihin. Tämän tutkimuksen tavoitteena oli selvittää, miten kunnossapito-organisaatio voi vastata näihin tavoitteisiin heikentämättä koneiden ja laitteiden teknistä käytettävyyttä ja lisäämättä riskiä tuotannon menetyksille. Kirjallisuudessa on esitetty suuri joukko eri lähtökohdista kehitettyjä analysointimalleja ja varastonpitopolitiikoita. Niiden avulla varaosia voidaan jakaa eri luokkiin ja niiden muodostamaa kokonaisuutta hallita. Teoriaosiossa on suoritettu kirjallisuuskatsaus käytetyimpiin menetelmiin ja tapaustutkimuksiin. Empiiriaosiossa menetelmien soveltuvuutta tutkittiin käytännössä. Tiedonkeruussa käytettiin case-yrityksen dokumentteja ja tietojärjestelmistä saatavaa tietoa, sekä havainnointia ja avoimia haastatteluita. Tutkimuksen tuloksena havaittiin merkittävä kehityspotentiaali, jonka hyödyntämiseksi saatiin määriteltyä tarpeisiin ja tutkimuksen lähtökohtana olleeseen viitekehykseen sopivat analysointi- ja varastonhallintamenetelmät. Varastokokonaisuuden hallintapolitiikka ehdotettiin lisättäväksi osaksi laatujärjestelmää. Sen avulla menetelmien johdonmukainen noudattaminen ja ohjeiden ajan tasalla pitäminen toteutuvat myös käytännössä.

Dynamic carbon dioxide liquidization model

In literature CO 2 liquidization is well studied with steady state modeling. Steady state modeling gives an overview of the process but it doesn’t give information about process behavior during transients. In this master’s thesis three dynamic models of CO2 liquidization were made and tested. Models were straight multi-stage compression model and two compression liquid pumping models, one with and one without cold energy recovery. Models were made with Apros software, models were also used to verify that Apros is capable to model phase changes and over critical state of CO 2. Models were verified against compressor manufacturer’s data and simulation results presented in literature. From the models made in this thesis, straight compression model was found to be the most energy efficient and fastest to react to transients. Also Apros was found to be capable tool for dynamic liquidization modeling.

Initialization of Continuous Nonlinear Models Using Extended Kalman Filter

The two main objectives of Bayesian inference are to estimate parameters and states. In this thesis, we are interested in how this can be done in the framework of state-space models when there is a complete or partial lack of knowledge of the initial state of a continuous nonlinear dynamical system. In literature, similar problems have been referred to as diffuse initialization problems. This is achieved first by extending the previously developed diffuse initialization Kalman filtering techniques for discrete systems to continuous systems. The second objective is to estimate parameters using MCMC methods with a likelihood function obtained from the diffuse filtering. These methods are tried on the data collected from the 1995 Ebola outbreak in Kikwit, DRC in order to estimate the parameters of the system.

User Experience of Geocaching and Its Application to Tourism and Education

Advances in technology have provided new ways of using entertainment and game technology to foster human interaction. Games and playing with games have always been an important part of people’s everyday lives. Traditionally, human-computer interaction (HCI) research was seen as a psychological cognitive science focused on human factors, with engineering sciences as the computer science part of it. Although cognitive science has made significant progress over the past decade, the influence of people’s emotions on design networks is increasingly important, especially when the primary goal is to challenge and entertain users (Norman 2002). Game developers have explored the key issues in game design and identified that the driving force in the success of games is user experience. User-centered design integrates knowledge of users’ activity practices, needs, and preferences into the design process. Geocaching is a location-based treasure hunt game created by a community of players. Players use GPS (Global Position System) technology to find “treasures” and create their own geocaches; the game can be developed when the players invent caches and used more imagination to creations the caches. This doctoral dissertation explores user experience of geocaching and its applications in tourism and education. Globally, based on the Geocaching.com webpage, geocaching has been played about 180 countries and there are more than 10 million registered geocachers worldwide (Geocaching.com, 25.11.2014). This dissertation develops and presents an interaction model called the GameFlow Experience model that can be used to support the design of treasure hunt applications in tourism and education contexts. The GameFlow Model presents and clarifies various experiences; it provides such experiences in a real-life context, offers desirable design targets to be utilized in service design, and offers a perspective to consider when evaluating the success of adventure game concepts. User-centered game designs have adapted to human factor research in mainstream computing science. For many years, the user-centered design approach has been the most important research field in software development. Research has been focusing on user-centered design in software development such as office programs, but the same ideas and theories that will reflect the needs of a user-centered research are now also being applied to game design (Charles et al. 2005.) For several years, we have seen a growing interest in user experience design. Digital games are experience providers, and game developers need tools to better understand the user experience related to products and services they have created. This thesis aims to present what the user experience is in geocaching and treasure hunt games and how it can be used to develop new concepts for the treasure hunt. Engineers, designers, and researchers should have a clear understanding of what user experience is, what its parts are, and most importantly, how we can influence user satisfaction. In addition, we need to understand how users interact with electronic products and people, and how different elements synergize their experiences. This doctoral dissertation represents pioneering work on the user experience of geocaching and treasure hunt games in the context of tourism and education. The research also provides a model for game developers who are planning treasure hunt concepts.

Bauksiittijätteen neutralointi- ja stabilointimenetelmät

Bauksiittijäte on alumiinin jalostuksessa syntyvä sivutuote, jonka alkalisuus on riski lähiympäristön ekosysteemeille. Alkalisuuden aiheuttamaan riskiin etsittiin ratkaisua perehtymällä bauksiittijätteen käsittelyyn. Kandidaatintyössä esitettiin eri menetelmiä bauksiittijätteen neutraloimiseksi, stabiloimiseksi ja varastoimiseksi. Menetelmien periaatteet määritettiin kirjallisuudesta löytyvien tutkimusten pohjalta, joiden perusteella voitiin määrittää toimivimmat menetelmät bauksiittijätteen käsittelemiseksi. Käytännöllisimmiksi käsittelymenetelmiksi osoittautuivat meriveden ja/tai hiilidioksidin lisääminen bauksiittijätteeseen sen neutraloimiseksi. Bauksiittijätteen stabiloimiseksi siihen tulee lisätä kiinteää materiaalia, kuten kalkkia, kiintoainepitoisuuden nostamiseksi sekä kovettuvien yhdisteiden muodostumiseksi.

Development of Piping Stress Analysis Guideline for Neste Jacobs' Projects

The aim of this research was to develop a piping stress analysis guideline to be widely used in Neste Jacobs Oy’s domestic and foreign projects. The company’s former guideline to performing stress analysis was partial and lacked important features, which were to be fixed through this research. The development of the guideline was based on literature research and gathering of existing knowledge from the experts in piping engineering. Case study method was utilized by performing stress analysis on an existing project with help of the new guideline. Piping components, piping engineering in process industry, and piping stress analysis were studied in the theory section of this research. Also, the existing piping standards were studied and compared with one another. By utilizing the theory found in literature and the vast experience and know-how collected from the company’s employees, a new guideline for stress analysis was developed. The guideline would be widely used in various projects. The purpose of the guideline was to clarify certain issues such as which of the piping would have to be analyzed, how are different material values determined and how will the results be reported. As a result, an extensive and comprehensive guideline for stress analysis was created. The new guideline more clearly defines formerly unclear points and creates clear parameters to performing calculations. The guideline is meant to be used by both new and experienced analysts and with its aid, the calculation process was unified throughout the whole company’s organization. Case study was used to exhibit how the guideline is utilized in practice, and how it benefits the calculation process.

Studies of rotor dynamics using a multibody simulation approach

The non-idealities in a rotor-bearing system may cause undesirable subcritical superharmonic resonances that occur when the rotating speed of the rotor is a fraction of the natural frequency of the system. These resonances arise partly from the non-idealities of the bearings. This study introduces a novel simulation approach that can be used to study the superharmonic vibrations of rotor-bearing systems. The superharmonic vibrations of complex rotor-bearing systems can be studied in an accurate manner by combining a detailed rotor and bearing model in a multibody simulation approach. The research looks at the theoretical background of multibody formulations that can be used in the dynamic analysis of flexible rotors. The multibody formulations currently in use are suitable for linear deformation analysis only. However, nonlinear formulation may arise in high-speed rotor dynamics applications due to the cenrrifugal stiffening effect. For this reason, finite element formulations that can describe nonlinear deformation are also introduced in this work. The description of the elastic forces in the absolute nodal coordinate formulation is studied and improved. A ball bearing model that includes localized and distributed defects is developed in this study. This bearing model could be used in rotor dynamics or multibody code as an interface elements between the rotor and the supporting structure. The model includes descriptions of the nonlinear Hertzian contact deformation and the elastohydrodynamic fluid film. The simulation approaches and models developed here are applied in the analysis of two example rotor-bearing systems. The first example is an electric motor supported by two ball bearings and the second is a roller test rig that consists of the tube roll of a paper machine supported by a hard-bearing-type balanceing machine. The simulation results are compared to the results available in literature as well as to those obtained by measuring the existing structure. In both practical examples, the comparison shows that the simulation model is capable of predicting the realistic responses of a rotor system. The simulation approaches developed in this work can be used in the analysis of the superharmonic vibrations of general rotor-bearing systems.

Characterization of amine-based CO2 adsorbent for Direct Air Capture

Direct air capture technologies extract CO2 from air at a concentration of as low as 400ppm. The captured CO2 can be used for the production of synthetic methane or liquid fuels. In the literature survey of this thesis, results related to direct air capture by using solid sorbents are presented and critically discussed. In the experimental part, a proprietary amine functionalized resin is characterized for direct air capture. Structural comparison is also made to a commercial resin of similar type. Based on the literature survey, the most important parameters in direct air capture process are low adsorption and desorption temperatures, good cyclic stability in dry and humid conditions, high CO2 outlet purity and a high working capacity. Primary amine functionalized solid sorbents are found to often have good qualities for direct air capture, but overall process performance is rarely studied exhaustively. Based on FTIR spectra, both resin adsorbents are found to be consisted of polystyrene functionalized with primary amine, and capture CO2 by forming carbamate. The commercial resin is more porous, has a slightly higher particle size and contains fewer impurities. Important physical parameters are gained of the proprietary resin, such as internal porosity and median particle size. The resin’s amine group is found to endure thermal treatment reasonably well. CO2 adsorption capacity gained by thermal gravimetry from 400ppm CO2 is highest at 25oC, and is found to be reasonable compared to values presented in literature. Thus, the resin is stated to exhibit promising qualities for direct air capture.

Orbitaali-TIG-hitsauksen kehittäminen compoundputkien hitsaamisessa

Tässä työssä tutkittiin orbitaali-TIG-hitsauksen hyödyntämistä paineenalaisten compoundputkien jatkohitsien hitsaamiseen. Tutkimus tehtiin Warkaus Works Oy:n omistamalle konepajalle. Tutkimuksen tavoitteena oli laatia standardin SFS-EN ISO 15613 mukaan hyväksytty hitsausmenetelmä. Työn kirjallisuuskatsauksessa esiteltiin orbitaalihitsauksessa käytettävät hitsausprosessit ja laitteistot eri liitosmuodoille. Työssä esiteltiin myös kuumavedettyjen compoundputkien valmistusprosessia ja rakennetta. Tämän lisäksi kerrottiin putkien hitsattavuudesta ja hitsauksen esivalmisteluista, sekä käyttökohteista voimalaitoskattilassa. Ennen menetelmäkokeen hitsausta suoritettiin suuri määrä koehitsauksia yrityksen orbitaali-TIG-laitteistolla. Onnistuneiden koehitsausten perusteella laadittiin hitsausohjelma, jolla hitsattiin testiputket menetelmäkokeeseen. Hitsausmenetelmää varten valittiin Sandvikin valmistama compoundputki. Testihitseille suoritettiin rikkomattomia ja rikkovia tarkastuksia. Hyväksyttyjen tarkastusten pohjalta laadittiin hitsausmenetelmän hyväksymispöytäkirjan. Lisäksi diplomityössä verrattiin mekanisoidun hitsauksen hitsausaikaa käsinhitsauksen hitsausaikaa. Orbitaali-TIG-hitsauksen käyttäminen edellyttää hitsattavalta railolta aina mahdollisimman samanlaisen lähtötilanteen, jotta sen suoritusvarmuus saadaan mahdollisimman korkeaksi. Railon valmistamisen tarkkuudella on mahdollista saada riittävän tarkkoja railoja hitsien laadukkaaseen hitsaukseen. Hitsaus edellyttää laitteiston langansyötön ja elektrodin tarkkoja asetuksia, jotta hitsaus on laadukasta. Lisäaineen jähmeä sula ja hitsin tunkeumavaatimus hankaloittavat orbitaalihitsausta.

Neopentyyliglykolin ja propionihapon välisen esteröintireaktion kinetiikka

Glykolien esterit ovat haluttuja pintareaktiivisia aineita. Niitä voidaan valmistaa esteröintireaktiolla karboksyylihappojen kanssa katalyytin läsnä ollessa, jolloin toivottu reaktiotuote on yleensä muodostuva monoesteri. Monoesterin saannon lisäämiseksi reaktiossa muodostuvaa vettä voidaan poistaa jatkuvasti reaktiosta. Reaktion tasapainotilan tutkiminen on kuitenkin tärkeää, jotta reaktion kinetiikka tunnettaisiin mahdollisimman hyvin. Tällöin reaktiotuotteita ei poisteta reaktioseoksesta reaktion aikana. Glykolit esteröityvät happojen kanssa kahdessa vaiheessa. Ensimmäisessä vaiheessa muodostuu monoesteriä ja vettä ja toisessa vaiheessa diesteriä ja vettä. Kokeiden perusteella ensimmäinen vaihe on selvästi toista vaihetta nopeampi reaktio. Kirjallisuudessa on esitetty myös kaksi sivureaktiota, transesteröityminen ja disproportionaatio. Reaktion kinetiikka voidaan kuvata ilman näitä pieniä sivureaktiota, mutta täydellisen kuvaamisen vuoksi on ne myös otettava huomioon. Reaktion kinetiikan tutkimiseksi suoritettiin viisi laboratoriokoetta eri lämpötiloissa neopentyyliglykolilla ja propionihapolla homogeenisen para-tolueenisulfonihapon toimiessa katalyyttina. Lähtöaineiden ja tuotteiden konsentraatioita seurattiin ajan funktiona ja saatujen tulosten perusteella sovitettiin reaktiomekanismin differentiaaliyhtälöiden reaktionopeusvakiot. Nopeusvakioiden lämpötilariippuvuutta tutkittiin Arrheniuksen yhtälön avulla. Lisäksi määritettiin tasapainovakiot kullekin osareaktiolle.

Natural freeze crystallization : purification of aqueous Na2SO4 solutions with cold air

The aim of this thesis was to examine efficiency of freeze crystallization and eutectic freeze crystallization in purification of wastewater by imitating natural freezing. In addition, a mathematic model based on heat transfer to determine ice thickness and ice growth rate was examined. Also, the amount of sodium sulfate crystallized at the eutectic point was under investigation. In literature part, advantages and applications of the freeze crystallization are discussed, and possibility to apply it in Northern hemisphere winter weather conditions is under study. Furthermore, main sources of sodium sulfate from Finnish industries are described. The experiments were carried out in modified chest freezer, where a fan was placed in order to obtain laminar air flow inside. Picolog PT-104 data logger was used to monitor temperature changes in the salt-water solution, and constant temperature was maintained in the crystallizer with Lauda RP 850 thermostat. The impurity of formed ice layer was determined by weighing ice samples after experiment and again after 24 hours drying to full dryness in oven. Volume of salt-water solution was also measured after experiment. The highest purity of formed ice layer was obtained with small temperature difference and with long freezing time. On the other hand, the amount of crystallized sodium sulfate was its greatest with long freezing time and higher temperature difference. The results obtained by the mathematic model and empirical results did not differ significantly in most of the experiments. However, the difference increased when salt-water mixture reached its eutectic point, leading to simultaneous ice and salt crystallization. Eutectic point was reached only with the highest salt concentration with one exception. In these cases, calculated values were in many cases greater than the experimental ones. In winter weather conditions freeze crystallization is cost-effective wastewater treatment method and rather simple. Nonetheless, the efficiency and separation rate are strongly depended on ambient temperature and its changes

Hemiselluloosien talteenotto paineistetulla kuumavesiuutolla tuotetuista puu-uutteista

Puunjalostusteollisuus keskittyy tällä hetkellä lähinnä sellun ja paperin tuotantoon. Sellun tuotannossa käytetään puun komponenteista vain selluloosa. Puun muita pääkomponentteja ovat hemiselluloosa ja ligniini. Nämä yhdisteet ovat mahdollisia tulevaisuuden biomateriaalien lähtöaineita, mutta tähän mennessä ne on jätetty käyttämättä hyödyksi. Paineistettu kuumavesiuutto on menetelmä, jolla hemiselluloosat ja ligniinit olisi mahdollista erottaa puumateriaalista ennen sellunkeittoa, ja sen jälkeen fraktioida uutteesta erilleen jatkojalostusta varten. Fraktioinnista on tehty tutkimusta monella erilaisella menetelmällä ja eri menetelmiä yhdistelemällä. Tämä kandidaatin työ on kirjallinen työ, jossa käsitellään paineistettua kuumavesiuuttoa, sekä eri yksikköoperaatioita ja niiden mahdollisuuksia hemiselluloosan erotukseen puu-uutteista. Membraanisuodatus on menetelmä, jolla puu-uutteesta saadaan erotettua konsentroitu hemiselluloosafraktio. Membraanisuodatuksessa on kuitenkin puu-uutteiden tapauksessa havaittu ongelmia muun muassa kalvon likaantumisen kanssa. Yhdistämällä muutamia eri yksikköoperaatioita, saadaan parannettua membraanisuodatuksen tehoa, sekä hemiselluloosan puhtautta ja saantoa. Näitä mahdollisia yksikköoperaatioita ovat adsorptio, hapetus, saostus, kromatografiset menetelmät ja neste-nesteuutto.

Evaluation of the Efficiency of Line-Start Permanent-Magnet Machines as a Function of the Operating Temperature

The standard squirrel-cage induction machine has nearly reached its maximum efficiency. In order to further increase the energy efficiency of electrical machines, the use of permanent magnets in combination with the robust design and the line start capability of the induction machine is extensively investigated. Many experimental designs have been suggested in literature, but recently, these line-start permanent-magnet machines (LSPMMs) have become off-the-shelf products available in a power range up to 7.5 kW. The permanent magnet flux density is a function of the operating temperature. Consequently, the temperature will affect almost every electrical quantity of the machine, including current, torque, and efficiency. In this paper, the efficiency of an off-the-shelf 4-kW three-phase LSPMM is evaluated as a function of the temperature by both finite-element modeling and by practical measurements. In order to obtain stator, rotor, and permanent magnet temperatures, lumped thermal modeling is used.

Characterization of design of a product for additive manufacturing

The purpose of conducting this thesis is to gather around information about additive manufacturing and to design a product to be additively manufactured. The specific manufacturing method dealt with in this thesis, is powder bed fusion of metals. Therefore when mentioning additive manufacturing in this thesis, it is referred to powder bed fusion of metals. The literature review focuses on the principle of powder bed fusion, the general process chain in additive manufacturing, design rules for additive manufacturing. Examples of success stories in additive manufacturing and reasons for selecting parts to be manufactured with additive manufacturing are also explained in literature review. This knowledge is demanded to understand the experimental part of the thesis. The experimental part of the thesis is divided into two parts. Part A concentrates on finding proper geometry for building self-supporting pipes and proper parameters for support structures of them. Part B of the experimental part concentrates on a case study of designing a product for additive manufacturing. As a result of experimental part A, the design process of self-supporting pipes, results of visual analysis and results of 3D scanning are presented. As a result of experimental part B the design process of the product is presented and compared to the original model.