Developing customer need based services in personal security service industry

The purpose of this thesis is to examine how services can be developed and how the voice of the customer can be incorporated to the strategic planning of services. Furthermore, the objective is to investigate the methods of customer need analysis and service bundling. The data is collected from secondary and primary sources by reviewing the existing academic literature and by conducting in-depth interviews and surveys. The main findings of this research indicate that the service development in personal security service industry should be conducted through a formalized process and the process should begin with setting the strategic objectives. Moreover, the voice of the customer should be incorporated into all stages of the development process, especially into the front-end of the process. Furthermore, the information on customer needs should be gathered in a manner tailored for the purposes of service development.

Interdependence of Emerging Eastern European stock markets

One of the main developments in the global economy during the past decades has been the growth of emerging economies. Projections for their long-term growth, changes in the investment climate, corporate transparency and demography point to an increasing role for these emerging economies in the global economy. Today, emerging economies are usually considered as financial markets offering opportunities for high returns, good risk diversification and improved return-to-risk ratios. However, researchers have noted that these advantages may be in decline because of the increasing market integration. Nevertheless, it is likely that certain financial markets and specific sectors will remain partially segmented and somewhat insulated from the global economy for the year to come. This doctoral dissertation investigates several stock markets in Emerging Eastern Europe (EEE), including the ones in Russia, Poland, Hungary, the Czech Republic, Bulgaria and Slovenia. The objective is to analyze the returns and financial risks in these emerging markets from international investor’s point of view. This study also examines the segmentation/integration of these financial markets and the possibilities to diversify and hedge financial risk. The dissertation is divided into two parts. The first includes a review of the theoretical background for the articles and a review of the literature on EEE stock markets. It includes an overview of the methodology and research design applied in the analysis and a summary of articles from the second part of this dissertation and their main findings. The second part consists of four research publications. This work contributes to studies on emerging stock markets in four ways. First, it adds to the body of research on the pricing of risk, providing new empirical evidence about partial stock market segmentation in EEE. The results suggest that the aggregate emerging market risk is a relevant driver for stock market returns and that this market risk can be used to price financial instruments and forecast their performance. Second, it contributes to the empirical research on the integration of stock markets, asset prices and exchange rates by identifying the relationships between these markets through volatility and asset pricing. The results show that certain sectors of stock markets in EEE are not as integrated as others. For example, the Polish consumer goods sector, the Hungarian telecommunications sector, and the Czech financial sector are somewhat isolated from their counterparts elsewhere in Europe. Nevertheless, an analysis of the impact of EU accession in 2004 on stock markets suggests that most of the EEE markets are becoming increasingly integrated with the global markets. Third, this thesis complements the scientific literature in the field of shock and volatility spillovers by examining the mechanism of spillover distribution among the EU and EEE countries. The results illustrate that spillovers in emerging markets are mostly from a foreign exchange to the stock markets. Moreover, the results show that the effects of external shocks on stock markets have increased after the enlargement of the EU in 2004. Finally, this study is unique because it analyzes the effects of foreign macroeconomic news on geographically closely related countries. The results suggest that the effects of macroeconomic announcements on volatility are significant and have effect that varies across markets and their sectors. Moreover, the results show that the foreign macroeconomic news releases, somewhat surprisingly, have a greater effect on the EEE markets than the local macroeconomic news. This dissertation has a number of implications for the industry and for practitioners. It analyses financial risk associated with investing in Emerging Eastern Europe. Investors may use this information to construct and optimize investment portfolios. Moreover, this dissertation provides insights for investors and portfolio managers considering asset allocation to protect value or obtain higher returns. The results have also implications for asset pricing and portfolio selection in light of macroeconomic news releases.

Osaamisen johtaminen pk-yrityksen kansainvälisen kasvun elinkaarella

Tutkimuksen tavoitteena oli osaamisen johtamisen holistinen tarkastelu pk-yrityksen kansainvälisen kasvun elinkaarella. Osaamisen johtamisen malli sisältää osaamisen, tiedon, eriasteiset ja hierarkisesti eritasoiset liittoumat ja verkostot sekä internetin tarjonnan organisaation oppimisen ohella. Pk-yrityksen syntyminen, kasvu kotimarkkinoilla ja kansainvälinen kasvu voivat perustua kansainvälisyyteen. Holistinen kansainvälistyminen voi alkaa mistä funktiosta tai prosessista tahansa ja ulottua eriasteisena muihin funktioihin ja/tai prosesseihin. Kansainvälistyminen ja kansainvälinen toiminta voi katketa kokonaan tai funktioitain ja alkaa uudelleen. Tutkimuksen holistisella mallilla analysoitiin tapausyritykset hyödyntämällä osa-aluekronologiaa. Tuloksilla tarkennettiin mallia. Tarkennettu malli korostaa kasvu ja/tai kansainvälistymisärsykkeen/impulssin syntyvän sekä kotiettä ulkomaisilta kysyntä- ja/tai tarjontamarkkinoilta sekä yrityksen sisä- että ulkopuolelta tai olevan piilevänä omistajayrittäjässä. Holistisuus korostaa mallin kaikissa osissa ennen alkua (pre-start) vaiheen asemaa, päättymätöntä uudistumisprosessia. Osaamisen johtamisessa korostuu proaktiivisuus. Jokainen uudistamisprosessi edellyttää olevan osaamisen vahvistamista, ja organisaation ulkopuolisen osaamis- ja tietopääoman hyödyntämistä. Osaamisen johtaminen sisältää varsinaisen ja laajennetun organisaation yksilöiden, ryhmien ja yksiköiden visio- ja strategiaperusteisen johtamisen. Tämä edellyttää sitouttamista, motivointia ja omaehtoisuuden sekä organisaation sisäisen ja ulkoisen kulttuurietäisyyden hyödyntämistä. Yksilön fokus osaamisen johtamisen näkökulmasta on tehtävään sitoutuminen ja itsensä toteuttaminen. Fokukset ovat proaktiiviisia vaihdellen funktioiden ja prosessien elinkaarilla dynaamisesti. Tutkimus myötävaikuttaa omistajayrittäjän roolin korostamiseen, kasvu- ja kansainvälistymisimpulssin ja ennen alkua (pre start) vaiheen holistisuuden ymmärtämiseen laaja-alaisesti. Kasvu- ja kansainvälistymisimpulsseja/ärsykkeitä ja niistä seuraavia pre start vaiheita/osa-alueita on pk-yrityksen elinkaarella (1+n) kappaletta; (n: 0- oo). Malli myötävaikuttaa ymmärtämään aineettomia osaamis- ja tieto-optioita sekä korostaa transnationalpiirteitä kansainvälistä kasvua vahvistavina.

Palveluasumisen markkinapotentiaali Suomessa asuvien venäjänkielisten ikäihmisten keskuudessa - Analyysi markkinoista ja kuluttajakäyttäytymisestä

Tutkimus on toimeksianto Yritykseltä X, joka halusi selvitettävän, millaista markkinapotentiaalia on nähtävissä ikäihmisten palveluasumisessa Suomessa asuville venäjänkielisille. Markkinoiden analysoinnin lisäksi tutkimuksessa on selvitetty kohderyhmän kuluttajakäyttäytymistä ja ostokykyä. Tutkimuksen tavoitteena ei ole antaa toimeksiantajalle valmista investointipäätöstä, vaan tuoda tietoa markkinoista ja kohderyhmästä päätöksenteon tueksi. Käytössä on ollut neljä empiiristä aineistoa. Primääriaineistona ovat asiantuntija¬haastattelut sekä kyselyt Yrityksen X venäjänkielisille työntekijöille ja maksaja-asiakkaille – eli kuntien ja sairaanhoitopiirien edustajille. Sekundääriaineistona on joukko suomalaisten Venäjä-asiantuntijoiden viime vuosien tutkimuksia. Pro gradun teoriaosuus on tiivis. Teorian on auttanut kirjoittajaa tarkastelemaan palveluasumisen markkinoita kansainvälisellä vivahteella sekä suomalaisittain uuden kuluttajaryhmän kuluttajakäyttäytymistä ja ostokykyä. Suomessa asuvia venäjänkielisiä ikäihmisiä ei ole aikaisemmassa tutkimuksessa tarkasteltu omana kohderyhmänään, mutta heistä on tehty paljon yhteiskunnallista tutkimusta. Tätä on hyödynnetty muun muassa tarkasteltaessa kohderyhmän kulttuurisia piirteitä, sosiaalisia tapoja, kieltä ja uskontoa. Suomessa asuvista venäjänkielisistä ikäihmistä ei voi puhua yhtenäisenä ryhmänä. Osa yli 65-vuotiaista on suomen kielen taitoisia ja työssään menestyneitä, mutta monen maahanmuuttajan sosiaalinen asema laski heidän muuttaessaan Suomeen. Neuvostoliitossa asuneet ovat tottuneet niukkoihin olosuhteisiin, siihen että samassa taloudessa asui jopa kolme sukupolvea, ja että perhe piti huolta yhteiskunnan tuen ollessa niukkaa. Vaikka venäläisessä kulttuurissa vanhainkodeilla on huono maine, voidaan Suomessa asuvien ikäihmisten keskuudessa nähdä positiivista suhtautumista palveluasumista ja suomalaisia julkispalveluja kohtaan. Mikäli Yritys X rakentaa yksikön Lappeenrantaan, kannattaa potentiaalisina asiakkaina nähdä myös venäläiset terveysmatkailijat ja suunnitella palvelutarjonta laajemmin kuin vain Suomessa asuville venäjänkielisille. Mikäli yksikkö tulee Helsinkiin, on kilpailijana ortodokseille ja venäjänkielisille vanhuksille tarkoitettu Helenan vanhainkoti.

Simulointi- ja ohjausjärjestelmän kehitys siltanosturiavusteiseen automaattivarastoon

Diplomityö tehtiin Konecranes Oyj:lle, joka on nostureita valmistava ja niille kunnossapitopalveluita tarjoava suomalainen pörssiyhtiö. Työn kuluessa suunniteltiin ja toteutettiin siltanosturiavusteisiin automaattivarastoihin soveltuva simulointiohjelmisto ja varastonohjausjärjestelmä. Työssä keskityttiin pääsääntöisesti paperirullavarastoihin, mutta suunnitteluvaiheessa otettiin huomioon myös muut Konecranesin tarjontaan kuuluvat automaattivarastotyypit kuten vaakarulla ja kontti. Simulointiohjelmistolla mallinnetaan automaattivarastossa tapahtuvia liikkeitä. Käyttäjä pystyy näkemään nostureiden ja muiden varastossa olevien komponenttien liikkeet 3D- muotoisena simulaattorin käyttöliittymästä. Simulaattorin tavoitteena on helpottaa automaattivaraston suunnittelua ja nopeuttaa sen käyttöönottoa, sekä toimia myös vakuuttavana myyntityökaluna asiakaskontakteissa. Varastonohjausjärjestelmä tekee päätökset varaston tapahtumista ja ohjaa mm. nostureiden toimintaa. Diplomityön päämääränä oli perehtyä tarkasti nykyisen varastonohjausjärjestelmän toimintaan, kehittää uusi ratkaisumalli puutteiden sekä toiveiden perusteella ja lopulta osoittaa ratkaisumallin toimivuus ohjelmoimalla esittelyversio simulaattorista ja varastonohjausjärjestelmästä. Samaa varastonohjausjärjestelmää on määrä käyttää simulaattorissa ja tulevaisuudessa todellisen varaston ohjaamisessa. Asetetuista vaatimuksista johtuen järjestelmästä suunniteltiin mahdollisimman mukautuva. Työn lopputuloksena saatiin perusominaisuudet kattava 3D-simulaattori ja siihen liitetty varastonohjausjärjestelmä. Toteutuksen avulla oli mahdollista osoittaa ratkaisumallin toimivuus sekä esitellä ideaa laajamittaisemmin. Diplomityön kuluessa saatiin nykyisestä järjestelmästä kattavat tiedot ja pystyttiin määräämään suunta, kuinka kehitystyötä jatketaan.

Productizing professional consultancy services modularly through service blueprinting: Case QPR Software

Services are getting more complex and difficult to manage, but much less attention and resources are directed towards service development than product development both in literature and business life. The paper sheds light on how productization together with modularization and service blueprinting would help make consultancy services more manageable, scalable and efficient while retaining their customer focus. The research was qualitative and based on active research and participant observation. A theoretical framework was constructed on the basis of relevant literature and was then evaluated in two steps: first the overall framework was evaluated by mirroring it to a real life case at QPR Software. Then a service blueprint was created of a selected service, and its benefits and challenges were evaluated. The framework reflected the case company's situation well. Service blueprinting proved to be a valuable tool for facilitating discussion and knowledge sharing. The characteristics of consultancy services provide many challenges for productization. They are highly heterogeneous and people-centric whereas productization is based on standardizing the offering, the delivery processes and managing the service's tangible properties. The research indicated that by modularizing services, both customer focus and standardization can be achieved by creating variety.

The role of customer perspective in organizational renewal. A comparative case study of knowledge-intensive business services.

The objective of this thesis was to study organizational renewal from the customer orientation perspective. Customer orientation is divided into customer relationship management and customer knowledge, which both are important components of customer related organizational renewal capabilities. The study was conducted in knowledge intensive business service firms, which are required to renew their strategy, operations and processes constantly in order to gain and sustain competitive advantage. In the empirical research, two companies were studied, both offering services to their customers. The analysis was done in two phases; first each case was analyzed individually and then the cases were compared in a cross-case analysis. The most important finding was that customer orientation is considered important but it is not being utilized for organizational renewal in full capacity.

Exploring Customer-Oriented Service Offerings in Public Health: Developing Integrated Health Care Services for Rural Areas

Väestön ikääntyminen pakottaa yhteiskunnan ja julkisen terveydenhuollon muutoksiin. Jotta ikääntyvien ihmisten kotona asuminen voidaan mahdollistaa, palvelujärjestelmän pitää mukautua muuttuvaan tilanteeseen. Tämän diplomityön tarkoituksena on tunnistaa asiakaslähtöisiä lähellä asiakasta tarjottavia palvelukokonaisuuksia. Tutkimuksen teoreettinen viitekehys muodostuu asiakasarvon luomisesta ja palvelutarjoamista. Tarkasteluryhmänä on Etelä-Karjalan alueen 60–90-vuotiaat ja käytetty aineisto on kerätty vastaajilta postitse lähetetyllä kyselyllä. Tutkimus on eksploratiivinen ja tulosten tulkinnassa on hyödynnetty määrällisen tutkimuksen ja verkostoanalyysin menetelmiä. Työn keskeisimmät tulokset ovat tunnistetut asiakassegmentit ja heidän tarpeidensa pohjalta muodostetut palvelupaketit. Tulokset indikoivat asiakkaiden tarpeita ja tuloksia on analysoitu myös tuottajan näkökulmasta. Empiiristen tulosten lisäksi teoriaviitekehystä on kehitetty eteenpäin, jotta palvelukeskeiset teoriat voidaan ymmärtää yritysten näkökulman lisäksi asiakkaan näkökulmasta.

Exploring the value creation in service ecosystem context: the case of the information technology sector

This thesis examines customer value creation in a service ecosystem context. The objective of this thesis is to develop a comprehensive view of value creation processes in a service ecosystem context and an understanding on the roles of the stakeholders involved in these processes, focusing on the information technology industry. The novelty of the two central concepts of this thesis, systemic customer value and service ecosystem, as well as the gap in the literature of empirical research on value creation in an ecosystem-level, opened an interesting research topic. The empirical study is conducted as a single case analysis, utilizing Group Decision Support System (GDSS) and also Analytic Hierarchy Process (AHP). The findings suggest that customer value is created by a complex combination of interactions among different actors of the ecosystem. Thus, value is not created by a single offering directed to the customer, but by an integration of services from different parts of the ecosystem as well as the active participation of customer in this process.

Improving customer service by identifying critical success factors and utilizing business process outsourcing

Consumers increasingly demand convenience when dealing with companies and therefore it is important to provide professional, diverse and speedy service via customer’s preferred communication channel. These interactions between the customer service and customer have a critical role in customer’s future purchasing decisions. Those customers who don't receive satisfactory customer service are willing to do business with another company that charges more but offers better customer service. This study identifies the critical success factors for the customer service in order to improve the customer service according to the company’s mission and meet customer expectations. Case study is used as a research method and data is collected via observation, archival records and interviews during a time span of fourteen months. The analysis suggests three critical success factors: voice support, scalable and flexible customer service and customer service champions. The study further analyzes the improvement measures according to the critical success factors concluding the Business Process Outsourcing to be the most proper to proceed with. As a conclusion of the study, critical success factors enable achieving the goals of the customer service and align operations according to the company’s mission. Business Process Outsourcing plays important role in improving the customer service by allowing fast expansion of new service offering and obtaining specialized workforce.

Developing Service-based Solutions for Water Treatment in Finnish Mining Industry

The aim of this master’s thesis is to analyze the mining industry customers' current and future needs for the water treatment services and discover new business development opportunities in the context of mine water treatment. In addition, the study focuses on specifying service offerings needed and evaluate suitable revenue generation models for them. The main research question of the study is: What kind of service needs related to water treatment can be identified in the Finnish mining industry? The literature examined in the study focused on industrial service classification and new service development process as well as the revenue generation of services. A qualitative research approach employing a case study method was chosen for the study. The present study uses customer and expert interviews as primary data source, complemented by archival data. The primary data was gathered by organizing total of 13 interviews, and the interviews were analyzed by using qualitative content analysis. The abductive-logic was chosen as the way of conducting scientific reasoning in this study. As a result, new service proposals were developed for Finnish mine industry suppliers. The main areas of development were on asset efficiency services and process support services. The service needs were strongly associated with suppliers’ know-how of water treatment process optimization, cost-effectiveness as well as on alternative technologies. The study provides an insight for managers that wish to pursue a water treatment services as a part of their business offering.

Cyber warfare

A postgraduate seminar series with a title Cyber Warfare held at the Department of Military Technology of the National Defence University in the fall of 2012. This book is a collection of some of talks that were presented in the seminar. The papers address computer network defence in military cognitive networks, computer network exploitation, non-state actors in cyberspace operations, offensive cyber-capabilities against critical infrastructure and adapting the current national defence doctrine to cyber domain. This set of papers tries to give some insight to current issues of the cyber warfare. The seminar has always made a publication of the papers but this has been an internal publication of the Finnish Defence Forces and has not hindered publication of the papers in international conferences. Publication of these papers in peer reviewed conferences has indeed been always the goal of the seminar, since it teaches writing conference level papers. We still hope that an internal publication in the department series is useful to the Finnish Defence Forces by offering an easy access to these papers.

Hissien tasonovien palotestauspalveluiden arviointi.

Elevator landing doors are fire tested to measure their fire resistance. The objective of this master’s thesis was to create a method to evaluate the fire tests and the organizations that provide these testing services. The main focus area was in creating accurate evaluation criteria and weighting the criteria. The thesis was formed by first presenting the reader with the literature review of the closest related theories. The theories which were chosen were systematic decision making, supplier selection, and make or buy and outsourcing theories. In the empirical section the created process of evaluating fire testing is presented, with analysis of the current situation of fire testing processes and evaluation methods. Evaluating fire testing services required two types of criteria to be formed, technical criteria to evaluate the technical requirements, and service criteria to evaluate the organization which was offering the testing service. These criteria formed the core for the evaluation process which consisted of five different phases that were developed based on the literature review. The process was tested to create best practices and to make improvement proposals accordingly. Systematical process for evaluating fire testing helps to recognize the most important technical and service related aspects. The created criteria can be also used in future to benchmark and monitor the situation of fire testing. The results of the process can be used when deciding whether to outsource the service or to keep it in-house.

Biodegradable packaging materials in 2013 and their feasibility in chocolate industry

The development of biopolymers has been rapid in recent years and the range of available bioplastics is increasing continuously, driven by a growing demand for sustainable solutions. There are several key drivers behind this growth. The oil reservoirs are decreasing which is causing a price increase for the traditional plastic materials and therefore the gap to bioplastics’ price is getting smaller. In addition, other environmental topics, such as waste disposal and green production, have become more and more important factors for institutes, companies and consumers. Legislation and directives have to be taken into account as well in decision making concerning different packaging materials. The new environmental law with waste disposal responsibility will also have an effect on the packaging business. Therefore a need has risen to study closer the current offering closer of bio-based materials that could be used in chocolate packaging. In this Master’s Thesis the bioplastics’, and especially biodegradable materials’ technical properties and their development, availability, possible existing products in the markets, waste disposal possibilities and consumers attitude towards environmental friendly packaging is studied. This is a case study where the offering of biodegradable materials was investigated during March 2013 for Fazer Confectionary.

Regioselective modification of galactose-containing polysaccharides in aqueous media

Biorefining is defined as sustainable conversion of biomass into marketable products and energy. Forests cover almost one third of earth’s land area, and account for approximately 40% of the total annual biomass production. In forest biorefining, the wood components are, in addition to the traditional paper and board products, converted into chemicals and biofuels. The major components in wood are cellulose, hemicelluloses, and lignin. The main hemicellulose in softwoods, which are of interest especially for the Nordic forest industry, is O-acetyl galactoglucomannan (GGM). GGM can be isolated in industrial scale from the waste waters of the mechanical pulping process, but is not yet today industrially utilized. In order to attain desired properties of GGM for specific end-uses, chemical and enzymatic modifications can be performed. Regioselective modifications of GGM, and other galactose-containing polysaccharides were done by oxidations, and by combining oxidations with subsequent derivatizations of the formed carbonyl or carboxyl groups. Two different pathways were investigated: activation of the C-6 positions in different sugar units by TEMPO-mediated oxidation, and activation of C-6 position in only galactose-units by oxidation catalyzed by the enzyme galactose oxidase. The activated sites were further selectively derivatized; TEMPO-oxidized GGM by a carbodiimide-mediated reaction forming amides, and GO-oxidized GGM by indium-mediated allylation introducing double or triple bonds to the molecule. In order to better understand the reaction, and to develop a MALDI-TOF-MS method for characterization of regioselectively allylated GGM, α-D-galactopyranoside and raffinose were used as model compounds. All reactions were done in aqueous media. To investigate the applicability of the modified polysaccharides for, e.g., cellulose surface functionalization, their sorption onto pulp fibres was studied. Carboxylation affects the sorption tendency significantly; a higher degree of oxidation leads to lower sorption. By controlling the degree of oxidation of the polysaccharides and the ionic strength of the sorption media, high degrees of sorption of carboxylated polysaccharides onto cellulose could, however, be obtained. Anionic polysaccharides were used as templates during laccase-catalyzed polymerization of aniline, offering a green, chemo-enzymatic route for synthesis of conducting polyaniline (PANI) composite materials. Different polysaccharide templates, such as, native GGM, TEMPO-oxidized GGM, naturally anionic κ-carrageenan, and nanofibrillated cellulose produced by TEMPO-oxidation, were assessed. The conductivity of the synthesized polysaccharide/PANI biocomposites varies depending on the polysaccharide template; κ-CGN, the anionic polysaccharide with the lowest pKa value, produces the polysaccharide/PANI biocomposites with the highest conductivity. The presented derivatization, sorption, and polymerization procedures open new application windows for polysaccharides, such as spruce GGM. The modified polysaccharides and the conducting biocomposites produced provide potential applications in biosensors, electronic devices, and tissue engineering.