Customer relationship management through life cycle analysis, case professional service firm in B2B market

The objective of this master’s thesis was to study how customer relationships should be assessed and categorized in order to support customer relationship management (CRM) in the context of business-to-business (B2B) and professional services. This sophisticated and complex market is utilizing possibilities of CRM only rarely and even then the focus is often on technology. The theoretical part considered first CRM from the value chain point of view and then discussed the cyclical nature of relationships. The case study focused on B2B professional service firm. The data was collected from company databases and included the sample of 90 customers. The research was conducted in three phases first studying the age, then the service type of relationships and finally executing the cluster analysis. The data was analysed by statistical analysis program SAS Enterprise Guide. The results indicate that there are great differences between developments of customer relationships. While some relationships are dynamically growing and changing, most of customers are remaining constant. This implies expectations and requirements of customers are similarly divergent and relationships should be managed accordingly.

Fostering product innovation by learning through exporting in Eastern Europe

This study discusses the importance of learning through the process of exporting, and more specifically how such a process can enhance the product innovativeness of a company. The purpose of this study is to investigate the appropriate sources of learning and to suggest an interactive framework for how new knowledge from exporting markets can materialize itself into product innovation. The theoretical background of the study was constructed from academic literature, which is related to concepts of learning by exporting, along with sources for learning in the market and new product development. The empirical research in the form of a qualitative case study was based on four semi-structured interviews and secondary data from the case company official site. The interview data was collected between March and April 2015 from case company employees who directly work in the department of exporting and product development. The method of thematic analysis was used to categorize and interpret the collected data. What was conclusively discovered, was that the knowledge from an exporting market can be an incentive for product innovation, especially an incremental one. Foreign customers and competitors as important sources for new knowledge contribute to the innovative process. Foreign market competitors’ influence on product improvements was high only when the competitor was a market leader or held a colossal market share, while the customers’ influence is always high. Therefore, involving a foreign customer in the development of a new product is vital to a company that is interested in benefiting from what is learned through exporting. The interactive framework, which is based on the theoretical background and findings of the study, suggests that exporting companies can raise their product innovativeness by utilizing newly gained knowledge from exporting markets. Except for input, in the form of sources of learning, and product innovation as an output, the framework contains a process of knowledge transfer, the absorptive capacity of a firm and a new product development process. In addition, the framework and the findings enhance the understanding of the disputed relationship between an exporting experience and product innovation. However, future research is needed in order to fully understand all the elements of the framework, such as the absorptive capacity of a firm as well as more case companies to be processed in order to increase the generalization of the framework

Onko elinikäisellä oppimisella tulevaisuutta?

Kirjallisuusarvostelu

Two Cultures of Arts Education, Finland and Canada? An integrated View

Taidekasvatuksen kaksi kulttuuria, Suomi ja Kanada? Integroitu näkemys Tutkimuksessa kuvataan kanadalaisen Learning Through The Arts –pedagogiikan mukainen suomalainen kokeiluhanke, jonka aikana taiteilija–opettaja-parit opettivat yhdessä eri oppiaineita koululuokille: esim. matematiikkaa tanssien, biologiaa maalaten tai yhdistäen eri taiteenlajeja projektimuotoiseen oppimiseen. Hanketta arvioitaessa nousee esille, ei niinkään yksittäisten taiteilijoiden ja opettajien toiminta, vaan pikemminkin Kanadan ja Suomen rakenteelliset sekä kulttuuriset eroavuudet. Tutkimus sivuaa myös Suomessa käytävää keskustelua taiteen hyödyllisyydestä ja pohtii samalla taito- ja taideaineiden asemaa koulussa. Työn teoreettisessa osassa integroidaan opetussuunnitelmateoriaa, kasvatuksen historiaa ja filosofiaa, tähdentäen taidekasvatuksen merkitystä osana koko ihmisen kasvatusta. Opetussuunnitelmateorian osalta tarkastellaan romanttista ja klassista opetussuunnitelmaa, jotka eroavat toisistaan menetelmiensä, sisältöjensä, tavoitteidensa sekä arvioinnin osalta. Ns. kovat ja pehmeät aineet tai matemaattis-luonnontieteelliset aineet vastakohtanaan humanismi, voidaan ymmärtää sekä historiallisia että epistemologisia taustojaan vasten. Pepperin maailmanhypoteesien mukaisesti on kasvatuksen ongelmien ratkaisemiseksi hahmotettavissa neljä selvästi toisistaan eroavaa lähestymistapaa: formismi; organisismi; mekanisismi; sekä kontekstualismi. Kantin filosofiaan viitaten tutkimus puolustaa käsitystä taiteesta rationaalisena ja propositionaalisena kokonaisuutena, joka ei ole vain kommunikaation väline, vaan yksi todellisuuden kohtaamisen lajeista, tiedon ja etiikan rinnalla. Näin ajateltuna taito- ja taidekasvatuksen tulisi olla luonteeltaan aina myös kulttuurikasvatusta. Tutkimuksen tulosten perusteella voidaan väittää, että moniammatillinen yhteistyö monipuolistaa koulun opetusta. Mikäli huolehditaan siitä, että taiteilijat saavat riittävästi koulutusta opettamiseen liittyvissä asioissa, on mahdollista käyttää taiteilijoita opettajien rinnalla koulutyössä.

Tietämyksen kasvattamisen keinot Case: Handwise Oy:n tietämyksen kasvattaminen yksilön ja organisaation oppimisen keinoin

Työn tavoitteena oli selvittää yksilön ja organisaation tietämystä sekä niiden kasvattamista. Tarkoituksena oli löytää yksilön ja organisaation tietämyksen yhdistäviä tekijöitä. Tutkimusmetodologia oli empiirinen deskriptiivinen tutkimus ja tutkimusmenetelmä oli kvalitatiivinen perustuen kymmeneen teemahaastatteluun. Tutkimuksen tuloksena oli, että tietotyöntekijät kasvattavat omaa ja organisaation tietämystä samankaltaisin keinoin, eikä niiden välillä mielletty olevan suurtakaan eroa. Työssä kokeminen yrityksen ja erehdyksen kautta kerrottiin tärkeimmäksi menetelmäksi kasvattaa omaa tietämystä. Kirjoja arvostettiin erityisen paljon tietämyksen kasvattamisessa ja se ohitti tiedon lähteenä jopa internetin. Työkollegat olivat kolmas tärkeä tietämyksen lähde. Kaksi tärkeintä edellytystä tietämyksen kasvattamisessa olivat opiskelun aikana saatu tietopohja sekä oma kiinnostus ja motivaatio. Organisaation tietämyksen kasvattamisessa tärkeimmäksi tekijäksi nousivat dokumentointi, virheistä oppiminen, sisäinen kommunikointi, tietojärjestelmät ja avoin organisaatiokulttuuri. Tutkimuksen perusteella syntyi kolmivaiheinen malli tietämyksen kasvattamisen kehästä, jonka elementit ovat edellytykset, lähteet ja menetelmät. Kehän keskellä on työssä oppiminen, joka on tärkein tekijä tietämyksen kasvattamisessa. Case-yrityksen toiminta oppivana organisaationa osoitti, että yrityksessä tulisi panostaa erityisesti oppimisen tukemiseen ja johtamiseen. Myös tiedon dokumentointi ja muuttaminen avoimeen muotoon sekä yrityksen prosessit tarvitsevat selkiyttämistä. Organisaation avoimuus ja ilmapiiri osoittautuivat hyviksi, mikä auttaa osaltaan tietämyksen kasvattamista.

Liikeidean kehittäminen case; videoneuvotteluna toteutettava opetus

Tutkielman aihealue kuuluu liikeidean kehittämisen kenttään. Tutkielmassa on teoreettinen ja empiirinen osa. Teoreettisen viitekehyksen alussa käsitellään tietoyhteiskuntaa eri näkökulmista käsin. Lisäksi on käsitelty videoneuvotteluna toteutettua opetusta ja videoneuvottelutekniikkaa sekä pohdittu etäopetuskäsitteen suhdetta videoneuvotteluvälitteiseen opetukseen. Koska tutkielmassa on innovatiivinen ote, on lähdeaineiston avulla käsitelty myös innovaatioita. Liikeidean kehittämisen tueksi on selvennetty toiminta-ajatuksen ja liikeidean käsitteitä. Empiirinen osa rakentuu kyselytutkimuksen tulosten esittelyn sekä liikeidean kehittämisen ympärille. Empiirisen osan päätavoite on kehittää liikeideaa yritykselle, joka välittäisi erityisasiantuntijatason opetusta videoneuvottelujärjestelmien kautta. Liikeidean kehittämisen tueksi ja sen testaamiseksi on suoritettu sähköpostin avulla kyselytutkimus valitussa asiakaskohderyhmässä. Kyselytutkimuksen perusteella videoneuvottelujärjestelmien kautta välitettävälle erityisasiantuntemukselle on kysyntää. Videoneuvotteluna toteutettavaan opetukseen on mahdollista rakentaa moniulotteisesti asiakkaiden arvostamaa lisäarvoa. Liikeidean toteutuksen onnistumisen kannalta kriittisen tärkeitä tekijöitä ovat oikean asiakaskohderyhmän valitseminen, koulutussuunnittelu sekä markkinoinnin onnistuminen Erittäin kriittinen tekijä on erityisasiantuntijoiden "sisäänosto".

Profiles of Second Language Learners in Bilingual Education: A Comparative Study of the Characteristics of Finnish and American Students

The purpose of this comparative study is to profile second language learners by exploring the factors which have an impact on their learning. The subjects come from two different countries: one group comes from Milwaukee, US, and the other from Turku, Finland. The subjects have attended bilingual classes from elementary school to senior high school in their respective countries. In the United States, the subjects (N = 57) started in one elementary school from where they moved on to two high schools in the district. The Finnish subjects (N = 39) attended the same school from elementary to high school. The longitudinal study was conducted during 1994-2004 and combines both qualitative and quantitative research methods. A Pilot Study carried out in 1990-1991 preceded the two subsequent studies that form the core material of this research. The theoretical part of the study focuses first on language policies in the United States and Finland: special emphasis is given to the history, development and current state of bilingual education, and the factors that have affected policy-making in the provision of language instruction. Current language learning theories and models form the theoretical foundation of the research, and underpin the empirical studies. Cognitively-labeled theories are at the forefront, but sociocultural theory and the ecological approach are also accounted for. The research methods consist of questionnaires, compositions and interviews. A combination of statistical methods as well as content analysis were used in the analysis. The attitude of the bilingual learners toward L1 and L2 was generally positive: the subjects enjoyed learning through two languages and were motivated to learn both. The knowledge of L1 and parental support, along with early literacy in L1, facilitated the learning of L2. This was particularly evident in the American subject group. The American subjects’ L2 learning was affected by the attitudes of the learners to the L1 culture and its speakers. Furthermore, the negative attitudes taken by L1 speakers toward L2 speakers and the lack of opportunities to engage in activities in the L1 culture affected the American subjects’ learning of L2, English. The research showed that many American L2 learners were isolated from the L1 culture and were even afraid to use English in everyday communication situations. In light of the research results, a politically neutral linguistic environment, which the Finnish subjects inhabited, was seen to be more favorable for learning. The Finnish subjects were learning L2, English, in a neutral zone where their own attitudes and motivation dictated their learning. The role of L2 as a means of international communication in Finland, as opposed to a means of exercising linguistic power, provided a neutral atmosphere for learning English. In both the American and Finnish groups, the learning of other languages was facilitated when the learner had a good foundation in their L1, and the learning of L1 and L2 were in balance. Learning was also fostered when the learners drew positive experiences from their surroundings and were provided with opportunities to engage in activities where L2 was used.

Virtuaalipeliympäristö strategisesti tehokkaan yhteistyön harjoittajana

Johanna Blueminkin väitöskirja Virtually face to face : enriching collaborative learning through multiplayer games (Oulun yliopisto 2011).

Conceptions of mathematics teacher education : thoughts among teacher educators in Tanzania

This study addresses the question of teacher educators’ conceptions of mathematics teacher education (MTE) in teacher colleges in Tanzania, and their thoughts on how to further develop it. The tension between exponents of content as opposed to pedagogy has continued to cause challenging conceptual differences, which also influences what teacher educators conceive as desirable in the development of this domain. This tension is connected to the dissatisfaction of parents and teachers with the failure of school mathematics. From this point of view, the overall aim was to identify and describe teacher educators’ various conceptions of MTE. Inspired by the debate among teacher educators about what the balance should be between subject matter and pedagogical knowledge, it was important to look at the theoretical faces of MTE. The theoretical background involved the review of what is visible in MTE, what is yet to be known and the challenges within the practice. This task revealed meanings, perspectives in MTE, professional development and assessment. To do this, two questions were asked, to which no clear solutions satisfactorily existed. The questions to guide the investigation were, firstly, what are teacher educators’ conceptions of MTE, and secondly, what are teacher educators’ thoughts on the development of MTE? The two questions led to the choice of phenomenography as the methodological approach. Against the guiding questions, 27 mathematics teacher educators were interviewed in relation to the first question, while 32 responded to an open-ended questionnaire regarding question two. The interview statements as well as the questionnaire responses were coded and analysed (classified). The process of classification generated patterns of qualitatively different ways of seeing MTE. The results indicate that MTE is conceived as a process of learning through investigation, fostering inspiration, an approach to learning with an emphasis on problem solving, and a focus on pedagogical knowledge and skills in the process of teaching and learning. In addition, the teaching and learning of mathematics is seen as subject didactics with a focus on subject matter and as an organized integration of subject matter, pedagogical knowledge and some school practice; and also as academic content knowledge in which assessment is inherent. The respondents also saw the need to build learner-educator relationships. Finally, they emphasized taking advantage of teacher educators’ neighbourhood learning groups, networking and collaboration as sustainable knowledge and skills sharing strategies in professional development. Regarding desirable development, teacher educators’ thoughts emphasised enhancing pedagogical knowledge and subject matter, and to be determined by them as opposed to conventional top-down seminars and workshops. This study has revealed various conceptions and thoughts about MTE based on teacher educators´ diverse history of professional development in mathematics. It has been reasonably substantiated that some teacher educators teach school mathematics in the name of MTE, hardly distinguishing between the role and purpose of the two in developing a mathematics teacher. What teacher educators conceive as MTE and what they do regarding the education of teachers of mathematics revealed variations in terms of seeing the phenomenon of interest. Within limits, desirable thoughts shed light on solutions to phobias, and in the same way low self-esteem and stigmatization call for the building of teacher educator-student teacher relationships.

Mineraalisen rakennusjätteen hyötykäyttö maarakentamisessa

Työn tavoitteena on osoittaa betonimurskeen ympäristökelpoisuus maarakennuskäytössä sekä vertailla betonimurskeen ja luonnonmateriaalien elinkaaren aikaisia ympäristövaikutuksia maarakentamisessa. Teoriaosassa käsitellään betonimurskeen maarakennuskäyttöön vaikuttavaa lainsäädäntöä ja sen mahdollisia ympäristövaikutuksia. Lisäksi käydään läpi neitseellisten maarakennusmate-riaalien otosta aiheutuvia ympäristövaikutuksia. Työn kokeellinen osa koostuu kahdesta osasta: materiaalien haitallisten aineiden liukoisuuden mää-rityksistä ja elinkaariarvioinnista. Liukoisuuden määritykset tehtiin kenttäkokeina luonnonolosuhteissa Lahden tiede- ja yrityspuisto Oy:n Jokimaan pilot-luokan maaperätutkimuskeskuksessa. Lisäksi liukoisuudet määritettiin laboratoriossa valtioneuvoston asetuksen eräiden jätteiden hyödyntämisestä maarakentamisessa vaatimusten mukaisesti. Elinkaariarvioinnissa vertailtiin betonimursketta neitseellisiin maarakennusmateriaaleihin skenaarioissa, jotka sisälsivät materiaalin valmistuksen ja kuljetuksen käyttökohteeseen. Neitseellisiä materiaaleja käytettäessä oletettiin, että betoni loppusijoitetaan kaatopaikalle. Elinkaariarvioinnissa käytettiin Gabi-elinkaarimallinnusohjelmaa ja skenaarioita vertailtiin hiilidioksidiekvivalenttipäästöihin. Lisäksi elinkaariarviointiin otettiin mukaan vielä kehitysvaiheessa oleva menetelmä maankäytön indikaattoreiden määrittämiseen. Menetelmällä tutkittiin soranoton vaikutusta soraharjun maaperän laadulle ennen ja jälkeen soranoton. Tulokseksi liukoisuuden määrityksistä saatiin, että betonimurskekerroksen läpi suotautuneen sade-veden pH nousee hyvin emäksiseksi. pH:n nousu vaikuttaisi korreloivan positiivisesti tiettyjen metallien liukoisuuteen. Huomattavaa on, että kenttäkokeiden liukoisuudet ja laboratoriossa määritetyt liukoisuudet poikkesivat joltain osin toisistaan. Elinkaaritarkastelussa hiilidioksidiekvivalentti päästöjen suhteen suurin päästö aiheutuu, jos betoni loppusijoitetaan kaatopaikalle hyötykäytön sijaan. Maaperän laadun muutoksien määrittämisen menetelmä ei vielä ole käyttökelpoinen lähtötietojen yksinkertaistuksien ja puutteiden takia. Betonimurskeen hyötykäyttö maarakentamisessa ei aiheuta merkittäviä ympäristövaikutuksia, kun altistus vedelle minimoidaan. Lisäksi hyötykäyttö on suositeltava vaihtoehto loppusijoitukselle kaatopaikan rakentamisen ja käytön aiheuttamien ympäristövaikutusten takia.

Narratiivinen oppiminen elämänkulussa

Kirjallisuusarvostelu

Trilling race : the political economy of racialised visual-aural encounters

This thesis investigates the matter of race in the context of Finnish language acquisition among adult migrants in Finland. Here matter denotes both the materiality of race and how race comes to matter. Drawing primarily on an auto/ethno/graphic account of learning the Finnish language as a participant in the Finnish for foreigners classes, this thesis problematises the ontology and epistemology of race, i.e., what race is, how it is known, and what an engagement with race entails. Taking cues from the bodily practices of learning the Finnish trill or the rolling r, this study proposes a notion of “trilling race” and argues for an onto-epistemological dis/continuity that marks race’s arrival. The notion of dis/continuity reworks the distinction between continuity and discontinuity, and asks about the how of the arrival of any identity, the where, and the when. In so doing, an analysis of “trilling race” engages with one of the major problematics that has exercised much critical attention, namely: how to read race differently. That is, to rethink the conundrum of the need to counter “representational weight” (Puar 2007, 191) of race on the one hand, and to account for the racialised lived realities on the other. The link between a study of the phenomenon of host country language acquisition and an examination of the question of race is not as obvious as it might seem. For example, what does the argument that the process of language learning is racialised actually imply? Does it mean that race, as a process of racialisation or an ongoing configuration of sets of power relations, exerts force from an outside on the otherwise neutral process of learning the host country language? Or does it mean that race, as an identity category, presents as among the analytical perspectives, along with gender and class for instance, of the phenomenon of host country language acquisition? With these questions in mind, and to foreground the examination of the question of race in the context of Finnish language acquisition among adult migrants, this thesis opens with a discussion of the art installation Finnexia by Lisa Erdman. Finnexia is a fictitious drug said to facilitate Finnish language learning through accelerating the cognitive learning process and reducing the anxiety of speaking the Finnish language. Not only does the Finnexia installation make visible the ways in which the lack of skill in Finnish is fgured as the threshold – a border that separates the inside from the outside – to integration, but also, and importantly, it raises questions about the nature of difference, and the process of differentiation that separates the individual from the social, fact from fiction, nature from culture. These puzzles animate much of the analysis in this dissertation. These concerns continue to be addressed in the rest of part one. Whereas chapter two offers a reconsideration of the ambiguities of ethnisme/ethnicity and race, chapter three dilates on the methodological implications of a conception of the dis/continuity of race. Part two focuses on the matter of race and examines the political economy of visual-aural encounters, whereas part three shifts the focus and rethinks the possibilities and limitations of transforming racialised and normative constraints. Taking up these particular problematics, this thesis as a whole argues that race trills itself: its identity/difference is simultaneously made possible and impossible.

Learning Robot Environment through Simulation

Traditionally simulators have been used extensively in robotics to develop robotic systems without the need to build expensive hardware. However, simulators can be also be used as a “memory”for a robot. This allows the robot to try out actions in simulation before executing them for real. The key obstacle to this approach is an uncertainty of knowledge about the environment. The goal of the Master’s Thesis work was to develop a method, which allows updating the simulation model based on actual measurements to achieve a success of the planned task. OpenRAVE was chosen as an experimental simulation environment on planning,trial and update stages. Steepest Descent algorithm in conjunction with Golden Section search procedure form the principle part of optimization process. During experiments, the properties of the proposed method, such as sensitivity to different parameters, including gradient and error function, were examined. The limitations of the approach were established, based on analyzing the regions of convergence.