Choosing the service support model after a merger: Case Are Ltd.

The meaning of information technology (IT) and information systems have increased during the last few years. This is mainly because business is nowadays seen more and more as a service business and IT is one of the key elements to support those business services. Since the meaning of IT services has increased also the meaning of IT service support should be a factor paid more attention to. Especially after a merger and acquisition (M&A) it is more important than ever to consider service support. The purpose of this study is to discover the best practices for choosing a suitable service support model. The research question is How to choose a service support organization model for the ERP service desk function after a merger? A qualitative method is selected as a research method. This thesis includes two parts: a literature review and a case study. Theoretical part compiles an integrated model of previous research on the topic. It consists a collection of academic articles, publications and reports. The empirical part focuses on the issues in the case organization. That part tries to answer the question: what would be the most suitable service support model for the case organization? The empirical part is conducted by interviewing the employees of the case organization. This study finds that even though there are many ways of selecting a service support model it is difficult to define an unambiguous guidelines. However, there are few main objectives that should be taken into account regardless the case. Especially by using ITIL processes it is possible to implement a comprehensive service support and raise overall awareness of the existing service support models. The main functions that need to be taken into account are nature, industry and size of the organization. Also the business strategy, goals and resources need to be considered. These are the same factors that are noticed in the case study as well. The suggestions for the case organization are presented based on the interviews and the literature review.

Development of a New Welding Product Quality Control and Management System Model for China

The Chinese welding industry is growing every year due to rapid development of the Chinese economy. Increasingly, companies around the world are looking to use Chinese enterprises as their cooperation partners. However, the Chinese welding industry also has its weaknesses, such as relatively low quality and weak management. A modern, advanced welding management system appropriate for local socio-economic conditions is required to enable Chinese enterprises to enhance further their business development. The thesis researches the design and implementation of a new welding quality management system for China. This new system is called ‗welding production quality control management model in China‘ (WQMC). Constructed on the basis of analysis of a survey and in-company interviews, the welding management system comprises the following different elements and perspectives: a ‗Localized congenital existing problem resolution strategies‘ (LCEPRS) database, a ‗human factor designed training system‘ (HFDT) training strategy, the theory of modular design, ISO 3834 requirements, total welding management (TWM), and lean manufacturing (LEAN) theory. The methods used in the research are literature review, questionnaires, interviews, and the author‘s model design experiences and observations, i.e. the approach is primarily qualitative and phenomenological. The thesis describes the design and implementation of a HFDT strategy in Chinese welding companies. Such training is an effective way to increase employees‘ awareness of quality and issues associated with quality assurance. The study identified widely existing problems in the Chinese welding industry and constructed a LCEPRS database that can be used in efforts to mitigate and avoid common problems. The work uses the theory of modular design, TWM and LEAN as tools for the implementation of the WQMC system.

Design and implementation of FPGA-based LQ control of active magnetic bearings

The need for high performance, high precision, and energy saving in rotating machinery demands an alternative solution to traditional bearings. Because of the contactless operation principle, the rotating machines employing active magnetic bearings (AMBs) provide many advantages over the traditional ones. The advantages such as contamination-free operation, low maintenance costs, high rotational speeds, low parasitic losses, programmable stiffness and damping, and vibration insulation come at expense of high cost, and complex technical solution. All these properties make the use of AMBs appropriate primarily for specific and highly demanding applications. High performance and high precision control requires model-based control methods and accurate models of the flexible rotor. In turn, complex models lead to high-order controllers and feature considerable computational burden. Fortunately, in the last few years the advancements in signal processing devices provide new perspective on the real-time control of AMBs. The design and the real-time digital implementation of the high-order LQ controllers, which focus on fast execution times, are the subjects of this work. In particular, the control design and implementation in the field programmable gate array (FPGA) circuits are investigated. The optimal design is guided by the physical constraints of the system for selecting the optimal weighting matrices. The plant model is complemented by augmenting appropriate disturbance models. The compensation of the force-field nonlinearities is proposed for decreasing the uncertainty of the actuator. A disturbance-observer-based unbalance compensation for canceling the magnetic force vibrations or vibrations in the measured positions is presented. The theoretical studies are verified by the practical experiments utilizing a custom-built laboratory test rig. The test rig uses a prototyping control platform developed in the scope of this work. To sum up, the work makes a step in the direction of an embedded single-chip FPGA-based controller of AMBs.

Linguistic models for decision support

Linguistic modelling is a rather new branch of mathematics that is still undergoing rapid development. It is closely related to fuzzy set theory and fuzzy logic, but knowledge and experience from other fields of mathematics, as well as other fields of science including linguistics and behavioral sciences, is also necessary to build appropriate mathematical models. This topic has received considerable attention as it provides tools for mathematical representation of the most common means of human communication - natural language. Adding a natural language level to mathematical models can provide an interface between the mathematical representation of the modelled system and the user of the model - one that is sufficiently easy to use and understand, but yet conveys all the information necessary to avoid misinterpretations. It is, however, not a trivial task and the link between the linguistic and computational level of such models has to be established and maintained properly during the whole modelling process. In this thesis, we focus on the relationship between the linguistic and the mathematical level of decision support models. We discuss several important issues concerning the mathematical representation of meaning of linguistic expressions, their transformation into the language of mathematics and the retranslation of mathematical outputs back into natural language. In the first part of the thesis, our view of the linguistic modelling for decision support is presented and the main guidelines for building linguistic models for real-life decision support that are the basis of our modeling methodology are outlined. From the theoretical point of view, the issues of representation of meaning of linguistic terms, computations with these representations and the retranslation process back into the linguistic level (linguistic approximation) are studied in this part of the thesis. We focus on the reasonability of operations with the meanings of linguistic terms, the correspondence of the linguistic and mathematical level of the models and on proper presentation of appropriate outputs. We also discuss several issues concerning the ethical aspects of decision support - particularly the loss of meaning due to the transformation of mathematical outputs into natural language and the issue or responsibility for the final decisions. In the second part several case studies of real-life problems are presented. These provide background and necessary context and motivation for the mathematical results and models presented in this part. A linguistic decision support model for disaster management is presented here – formulated as a fuzzy linear programming problem and a heuristic solution to it is proposed. Uncertainty of outputs, expert knowledge concerning disaster response practice and the necessity of obtaining outputs that are easy to interpret (and available in very short time) are reflected in the design of the model. Saaty’s analytic hierarchy process (AHP) is considered in two case studies - first in the context of the evaluation of works of art, where a weak consistency condition is introduced and an adaptation of AHP for large matrices of preference intensities is presented. The second AHP case-study deals with the fuzzified version of AHP and its use for evaluation purposes – particularly the integration of peer-review into the evaluation of R&D outputs is considered. In the context of HR management, we present a fuzzy rule based evaluation model (academic faculty evaluation is considered) constructed to provide outputs that do not require linguistic approximation and are easily transformed into graphical information. This is achieved by designing a specific form of fuzzy inference. Finally the last case study is from the area of humanities - psychological diagnostics is considered and a linguistic fuzzy model for the interpretation of outputs of multidimensional questionnaires is suggested. The issue of the quality of data in mathematical classification models is also studied here. A modification of the receiver operating characteristics (ROC) method is presented to reflect variable quality of data instances in the validation set during classifier performance assessment. Twelve publications on which the author participated are appended as a third part of this thesis. These summarize the mathematical results and provide a closer insight into the issues of the practicalapplications that are considered in the second part of the thesis.

Using electroencephalography signals to control acoustical processing

Current hearing-assistive technology performs poorly in noisy multi-talker conditions. The goal of this thesis was to establish the feasibility of using EEG to guide acoustic processing in such conditions. To attain this goal, this research developed a model via the constructive research method, relying on literature review. Several approaches have revealed improvements in the performance of hearing-assistive devices under multi-talker conditions, namely beamforming spatial filtering, model-based sparse coding shrinkage, and onset enhancement of the speech signal. Prior research has shown that electroencephalography (EEG) signals contain information that concerns whether the person is actively listening, what the listener is listening to, and where the attended sound source is. This thesis constructed a model for using EEG information to control beamforming, model-based sparse coding shrinkage, and onset enhancement of the speech signal. The purpose of this model is to propose a framework for using EEG signals to control sound processing to select a single talker in a noisy environment containing multiple talkers speaking simultaneously. On a theoretical level, the model showed that EEG can control acoustical processing. An analysis of the model identified a requirement for real-time processing and that the model inherits the computationally intensive properties of acoustical processing, although the model itself is low complexity placing a relatively small load on computational resources. A research priority is to develop a prototype that controls hearing-assistive devices with EEG. This thesis concludes highlighting challenges for future research.

Yhtenäistetyn mallinnuskielen hyödyntäminen betoniaseman ohjausjärjestelmän kehityksessä

Yhtenäistetty mallinnuskieli, Unified Modeling Language (UML), on saavuttanut ohjelmistoteollisuudessa defacto standardin mallinnuskielen aseman. UML:n pääasiallinen käyttökohde on ollut ohjelmistojärjestelmien mallinnus, mutta sitä on sovellettu myös muillakin ongelma-alueilla, kuten erilaisten prosessien mallinnuksessa. Tässä diplomityössä mallinnetaan eräs betoniaseman ohjausjärjestelmä käyttäen UML:ää. Työssä perehdytään alan kirjallisuuden avulla siihen, miten teollisuus on hyödyntänyt UML:ää prosessien ohjausjärjestelmien mallinnuksessa. Kirjallisuudesta saatua tietoa sovelletaan betoniaseman ohjausjärjestelmän mallinnuksessa. Luotua mallia analysoidaan sen oikeellisuuden ja käytettävyyden perusteella. Työssä havaittiin, että UML soveltuu hyvin betoniaseman ohjausjärjestelmän kaltaisen teollisuusprosessin ohjauksen mallinnukseen. UML-mallilla voidaan kuvata järjestelmän rakenne ja toiminta kattavasti. Luotua mallia voidaan hyödyntää suoraan ohjausjärjestelmän jatkokehityksessä. Julkista tutkimustietoa aiheesta on kuitenkin niukasti saatavilla, joten lisätarve julkiselle tutkimukselle on olemassa.

Naisyrittäjien välinen vertaistuki, Case: Yrittäjyyden Tuki-projekti

Yrittäjyyden Tuki - projekti toimi osana valtakunnallista WomEqual - kehittämiskumppanuushanketta vuosina 2005-2007 tavoitteenaan tukea naisyrittäjien toimintaedellytyksiä kehittäen heille vertaisryhmätoimintaan perustuvaa tukimallia. Tässä tutkimuksessa ensisijaisena tavoitteena on selvittää, miten kyseisen projektin vertaisryhmätoimintaan osallistuneet naisyrittäjät kokivat naisyrittäjien välisen vertaistuen toimintamuotona. Pyrkimyksenä on myös ymmärtää, mitkä seikat sitouttivat naisyrittäjiä vertaisryhmätoimintaan ja mitä he kokivat oppineensa vertaisryhmätoiminnan seurauksena. Lisäksi kiinnostuksen kohteena on tarkastella, kuinka vertaistukiryhmä toimii naisyrittäjien välisen verkostoitumisen välineenä. Tutkimus on laadullinen ja aineistolähtöinen. Tutkimuksen primääriaineisto on kerätty puolistrukturoiduin teemahaastatteluilla ja sekundaariaineisto kyselytutkimuksen avulla. Tutkimustulokset osoittavat, että naisyrittäjät kokevat henkisen ja sosiaalisen tuen tärkeäksi. Toiselta naisyrittäjältä, vertaiselta, saatu tuki koettiin vertaistukiryhmän vahvuudeksi. Vertaisryhmässä oppiminen tapahtui kokemusten jakamisen kautta. Uusien verkostojen luomisessa vertaistukiryhmä ei täysin vastannut odotuksia.

Kannattavuuden simulointimallin rakentaminen: tapaustutkimus

Tämän tutkimuksen tavoitteena on rakentaa kannattavuuden simulointimalli, joka tukee Laminating Papers Oy:n Kotkan impregnointitehtaan johtoa optimaalisen tuotemixin, konelinjan ja työaikamuodon valintaan liittyvässä päätöksenteossa. Tutkimus on tapaustutkimus ja aineiston analyysitapa on kvalitatiivinen. Kohdeyrityksen mallin rakentamista lähestytään tuote- ja asiakaskannattavuuden sekä kustannusten mallintamisen teorian kautta. Pelkkä tuloslaskelma ei kerro tuote- ja asiakaskohtaisesta kannattavuudesta, minkä vuoksi johdon päätöksenteon tueksi tarvitaan erillisiä järjestelmiä ja malleja. Kustannusten mallintamisen myötä saatavaa informaatiota voidaan käyttää sekä operatiivisessa että strategisessa päätöksenteossa. Hyvän mallin aikaan saamiseksi mallintamisessa on tärkeää noudattaa järjestelmällisyyttä sekä huomioida johdon tarpeet, mallin tavoitteet ja kaikki kannattavuuden muodostumiseen vaikuttavat oleelliset tekijät.

Groupware and Workflow Tools - A Case study of SAP Business Workflow Supporting System Integration in a Global Telecommunication Company

Workflow management systems aim at the controlled execution of complex application processes in distributed and heterogeneous environments. These systems will shape the structure of information systems in business and non-business environments. E business and system integration is a fertile soil for WF and groupware tools. This thesis aims to study WF and groupware tools in order to gather in house knowledge of WF to better utilize WF solutions in future, and to focus on SAP Business Workflow in order to find a global solution for Application Link Enabling support for system integration. Piloting this solution in Nokia collects the experience of SAP R/3 WF tool for other development projects in future. The literary part of this study will guide to the world of business process automation providing a general description of the history, use and potentials of WF & groupware software. The empirical part of this study begins with the background of the case study describing the IT environment initiating the case by introducing SAP R/3 in Nokia, the communication technique in use and WF tool. Case study is focused in one solution with SAP Business Workflow. This study provides a concept to monitor communication between ERP systems and to increase the quality of system integration. Case study describes a way create support model for ALE/EDI interfaces. Support model includes monitoring organization and the workflow processes to solve the most common IDoc related errors.

Vaneritehtaan kustannustehokkuuden arvioimiseen käytettävän simulaatiojärjestelmän kehittäminen

Tämän työn tarkoituksena oli luoda kokonaisvaltainen tuotannollinen simulaatiomalli vaneritehtaasta sekä tutkia kustannuslaskennan mahdollisuuksia mallin yhteydessä. Perusolettamuksena on, että jos tuotannollinen malli toimii esikuvansa mukaisesti, myös sillä laskettuun kustannustietoon voidaan luottaa. Johdantona on tarkasteltu työn perustana olevia teorialähteitä. Ensimmäisenä asiana on esitetty vanerin valmistusprosessia ja siinä käytettyjä linja- ja laitetyyppejä. Toisena asiana on esitetty simulaatiotutkimuksen periaatteita, lainalaisuuksia ja mahdollisuuksia. Lisäksi on tarkasteltu kustannuslaskentaa, sen eri periaatteita ja muotoja sekä tuotannon- ja varastonohjausta. Aineistona ja menetelminä työssä on esitetty simulaatiomallin luomiseen tarvittavan pohjatiedon kerääminen sekä soveltaminen. Sitten on kuvattu tehdasmallin muodostavat eri tuotantolinjoja kuvaavat komponentit ja mallin käyttöliittymä. Lopuksi on kuvattu teoreettisen tehdasmallin soveltaminen todellisen vaneritehtaan mukaiseksi. Sovelletulla mallilla on ajettu kolme erilaista vuorokausituotantoa ja niistä saatua kustannustietoa on vertailtu optimitilannetta kuvaavaan taulukkoon.

Communicative and Anticipatory Decision-Making Supported by Bayesian Networks

The purpose of this research is to draw up a clear construction of an anticipatory communicative decision-making process and a successful implementation of a Bayesian application that can be used as an anticipatory communicative decision-making support system. This study is a decision-oriented and constructive research project, and it includes examples of simulated situations. As a basis for further methodological discussion about different approaches to management research, in this research, a decision-oriented approach is used, which is based on mathematics and logic, and it is intended to develop problem solving methods. The approach is theoretical and characteristic of normative management science research. Also, the approach of this study is constructive. An essential part of the constructive approach is to tie the problem to its solution with theoretical knowledge. Firstly, the basic definitions and behaviours of an anticipatory management and managerial communication are provided. These descriptions include discussions of the research environment and formed management processes. These issues define and explain the background to further research. Secondly, it is processed to managerial communication and anticipatory decision-making based on preparation, problem solution, and solution search, which are also related to risk management analysis. After that, a solution to the decision-making support application is formed, using four different Bayesian methods, as follows: the Bayesian network, the influence diagram, the qualitative probabilistic network, and the time critical dynamic network. The purpose of the discussion is not to discuss different theories but to explain the theories which are being implemented. Finally, an application of Bayesian networks to the research problem is presented. The usefulness of the prepared model in examining a problem and the represented results of research is shown. The theoretical contribution includes definitions and a model of anticipatory decision-making. The main theoretical contribution of this study has been to develop a process for anticipatory decision-making that includes management with communication, problem-solving, and the improvement of knowledge. The practical contribution includes a Bayesian Decision Support Model, which is based on Bayesian influenced diagrams. The main contributions of this research are two developed processes, one for anticipatory decision-making, and the other to produce a model of a Bayesian network for anticipatory decision-making. In summary, this research contributes to decision-making support by being one of the few publicly available academic descriptions of the anticipatory decision support system, by representing a Bayesian model that is grounded on firm theoretical discussion, by publishing algorithms suitable for decision-making support, and by defining the idea of anticipatory decision-making for a parallel version. Finally, according to the results of research, an analysis of anticipatory management for planned decision-making is presented, which is based on observation of environment, analysis of weak signals, and alternatives to creative problem solving and communication.

Voimalaitoksen käytönaikaisen optimoinnin määrittely

Tässä diplomityössä määritellään biopolttoainetta käyttävän voimalaitoksen käytönaikainen tuotannon optimointimenetelmä. Määrittelytyö liittyy MW Powerin MultiPower CHP –voimalaitoskonseptin jatkokehitysprojektiin. Erilaisten olemassa olevien optimointitapojen joukosta valitaan tarkoitukseen sopiva, laitosmalliin ja kustannusfunktioon perustuva menetelmä, jonka tulokset viedään automaatiojärjestelmään PID-säätimien asetusarvojen muodossa. Prosessin mittaustulosten avulla lasketaan laitoksen energia- ja massataseet, joiden tuloksia käytetään seuraavan optimointihetken lähtötietoina. Optimoinnin kohdefunktio on kustannusfunktio, jonka termit ovat voimalaitoksen käytöstä aiheutuvia tuottoja ja kustannuksia. Prosessia optimoidaan säätimille annetut raja-arvot huomioiden niin, että kokonaiskate maksimoituu. Kun laitokselle kertyy käyttöikää ja historiadataa, voidaan prosessin optimointia nopeuttaa hakemalla tilastollisesti historiadatasta nykytilanteen olosuhteita vastaava hetki. Kyseisen historian hetken katetta verrataan kustannusfunktion optimoinnista saatuun katteeseen. Paremman katteen antavan menetelmän laskemat asetusarvot otetaan käyttöön prosessin ohjausta varten. Mikäli kustannusfunktion laskenta eikä historiadatan perusteella tehty haku anna paranevaa katetta, niiden laskemia asetusarvoja ei oteta käyttöön. Sen sijaan optimia aletaan hakea deterministisellä optimointialgoritmilla, joka hakee nykyhetken ympäristöstä paremman katteen antavia säätimien asetusarvoja. Säätöjärjestelmä on mahdollista toteuttaa myös tulevaisuutta ennustavana. Työn käytännön osuudessa voimalaitosmalli luodaan kahden eri mallinnusohjelman avulla, joista toisella kuvataan kattilan ja toisella voimalaitosprosessin toimintaa. Mallinnuksen tuloksena saatuja prosessiarvoja hyödynnetään lähtötietoina käyttökatteen laskennassa. Kate lasketaan kustannusfunktion perusteella. Tuotoista suurimmat liittyvät sähkön ja lämmön myyntiin sekä tuotantotukeen, ja suurimmat kustannukset liittyvät investoinnin takaisinmaksuun ja polttoaineen ostoon. Kustannusfunktiolle tehdään herkkyystarkastelu, jossa seurataan katteen muutosta prosessin teknisiä arvoja muutettaessa. Tuloksia vertaillaan referenssivoimalaitoksella suoritettujen verifiointimittausten tuloksiin, ja havaitaan, että tulokset eivät ole täysin yhteneviä. Erot johtuvat sekä mallinnuksen puutteista että mittausten lyhyehköistä tarkasteluajoista. Automatisoidun optimointijärjestelmän käytännön toteutusta alustetaan määrittelemällä käyttöön otettava optimointitapa, siihen liittyvät säätöpiirit ja tarvittavat lähtötiedot. Projektia tullaan jatkamaan järjestelmän ohjelmoinnilla, testauksella ja virityksellä todellisessa voimalaitosympäristössä ja myöhemmin ennustavan säädön toteuttamisella.

Time to volume through efficient multi-site ramp-up

The aim of this thesis was to create a process for all multi-site ramp-up (MSRU) projects in the case company in order to have simultaneous ramp-ups early in the market. The research was done through case study in one company and semi-structured interviews. There are already processes, which are now in use in MSRU-cases. Interviews of 20 ramp-up specialists revealed topics to be improved. Those were project team set up, roles and responsibilities and recommended project organization, communication, product change management practices, competence and know how transfer practices and support model. More R&D support and involvement is needed in MSRU-projects. DCM’s role is very important in the MSRU-projects among PMT-team; he should be the business owner of the project. Recommendation is that product programs could take care of the product and repair training of new products in volume factories. R&D’s participation in competence transfers is essential important in MSRU-projects. Communication in projects could be shared through special intranet commune. Blogging and tweeting could be considered in the communication plan. If hundreds of change notes are open in ramp-up phase, it should be considered not to approve the product into volume ramp-up. PMTs’ supports are also important and MSRU-projects should be planned, budgeted and executed together. Finally a new MSRU-process is presented in this thesis to be used in all MSRU-projects.

Financial Modeling to Support Organizational Control

Tutkimus tarkastelee taloudellisia mallintamismahdollisuuksia metsäteollisuuden liiketoimintayksikössä. Tavoitteena on suunnitella ja luoda taloudellinen malli liiketoimintayksikölle, jonka avulla sen tuloksen analysoiminen ja ennustaminen on mahdollista. Tutkimusta tarkastellaan konstruktiivisen tutkimusmenetelmän avulla. Teoreettinen viitekehys tarkastelee olemassa olevan informaation muotoilemista keskittyen tiedon jalostamisen tarpeisiin, päätöksenteon asettamiin vaatimuksiin sekä mallintamiseen. Toiseksi, teoria esittää informaatiolle asetettavia vaatimuksia organisatorisen ohjauksen näkökulmasta.Empiirinen tieto kerätään osallistuvan havainnoinnin avulla hyödyntäen epävirallisia keskusteluja, tietojärjestelmiä ja laskentatoimen dokumentteja. Tulokset osoittavat, että liikevoiton ennustaminen mallin avulla on vaikeaa, koska taustalla vaikuttavien muuttujien määrä on suuri. Tästä johtuen malli täytyykin rakentaa niin, että se tarkastelee liikevoittoa niin yksityiskohtaisella tasolla kuin mahdollista. Testauksessa mallin tarkkuus osoittautui sitä paremmaksi, mitä tarkemmalla tasolla ennustaminen tapahtui. Lisäksi testaus osoitti, että malli on käyttökelpoinen liiketoiminnan ohjauksessa lyhyellä aikavälillä. Näin se luo myös pohjan pitkän aikavälin ennustamiselle.

Implementing Role Based Access Control into the Enterprise Environment to Support Business and IT Functions

The thesis studies role based access control and its suitability in the enterprise environment. The aim is to research how extensively role based access control can be implemented in the case organization and how it support organization’s business and IT functions. This study points out the enterprise’s needs for access control, factors of access control in the enterprise environment and requirements for implementation and the benefits and challenges it brings along. To find the scope how extensively role based access control can be implemented into the case organization, firstly is examined the actual state of access control. Secondly is defined a rudimentary desired state (how things should be) and thirdly completed it by using the results of the implementation of role based access control application. The study results the role model for case organization unit, and the building blocks and the framework for the organization wide implementation. Ultimate value for organization is delivered by facilitating the normal operations of the organization whilst protecting its information assets.