Development of aBuyer-Supplier Relationship: Case Study of Radical Shifts in Key Account Relationships

Tämän tutkimuksen tavoitteena oli tutkia ja selvittää monimutkaisia myyjän ja toimittajan välisiä liikesuhteita; miten ne kehittyvät ja millaisia prosesseja ne käyvät läpi, jos avainasiakassuhde on vaikeuksissa. Tavoitteena oli myös löytää syitä miksi ostokäyttäytyminen on muuttunut, onko se maailman- laajuinen ilmiö vai onko kyse vain yksittäisestä tapauksesta paperiteolli-suudessa. Lisäksi tavoitteena oli selvittää mitkä ovat alkusysäyksiä avain-asiakassuhteen murrostilaan. Tutkimuksen lähestymistapa on kvalitatiivinen tapaustutkimus. Tutkimuksen ensisijainen empiirinen aineisto on kerätty haastattelemalla UPM-Kymmenen johtoa, paperin osto-organisaation ostojohtajaa X ja asiakas Y:n entistä osto-johtajaa. Työ ei ole salainen. Tämän takia asiakkaiden nimiä ei voida julkaista, koska UPM-Kymmene vaati, että työ ei saa sisältää mitään informaatiota, josta lukija voi tunnistaa asiakas X:n tai Y:n. Johtopäätöksenä voidaan suosittaa toimittajan tarkkailevan ja ymmärtävän mahdollisia alkusysäyksiä ja varoitussignaaleja ehkäistäkseen tulevaisuuden murrostiloja liikesuhteissaan ja hallita paremmin avainasiakkaitaan.Pääasialliset alkusysäykset ovat vähentynyt avoin kommunikaatio, ostajan radikaalit säästöt, vähentynyt informaation vaihto ja ostajan johdon vaihtuminen, koska se luo epävarmuutta toimittajaan kuten myös ostajaan.

Customer knowledge processing in key account management

The ability of the supplier firm to generate and utilise customer-specific knowledge has attracted increasing attention in the academic literature during the last decade. It has been argued the customer knowledge should treated as a strategic asset the same as any other intangible assets. Yet, at the same time it has been shown that the management of customer-specific knowledge is challenging in practice, and that many firms are better at acquiring customer knowledge than at making use of it. This study examines customer knowledge processing in the context of key account management in large industrial firms. This focus was chosen because key accounts are demanding and complex. It is not unusual for a single key account relationship to constitute a complex web of relationships between the supplier and the key account – thus easily leading to the dispersion of customer-specific knowledge in the supplier firm. Although the importance of customer-specific knowledge generation has been widely acknowledged in the literature, surprisingly little attention has been paid to the processes through which firms generate, disseminate and use such knowledge internally for enhancing the relationships with their major, strategically important key account customers. This thesis consists of two parts. The first part comprises a theoretical overview and draws together the main findings of the study, whereas the second part consists of five complementary empirical research papers based on survey data gathered from large industrial firms in Finland. The findings suggest that the management of customer knowledge generated about and form key accounts is a three-dimensional process consisting of acquisition, dissemination and utilization. It could be concluded from the results that customer-specific knowledge is a strategic asset because the supplier’s customer knowledge processing activities have a positive effect on supplier’s key account performance. Moreover, in examining the determinants of each phase separately the study identifies a number of intra-organisational factors that facilitate the process in supplier firms. The main contribution of the thesis lies in linking the concept of customer knowledge processing to the previous literature on key account management. Moreover, given than this literature is mainly conceptual or case-based, a further contribution is to examine its consequences and determinants based on quantitative empirical data.

Effect of feeding level during autumn and winter on breeding weight and result in single and pair-housed minks

Selostus: Syys- ja talviruokinnan vaikutus yksin ja pareittain kasvatettujen minkkien lisääntymistulokseen

Calculation of wood volume and stem taper using terrestrial single-image close-range photogrammetry and contemporary software tools

Abstract

Pientalon asiakaskeskeisenLVI-teknisen laatusuunnittelujärjestelmän kehittäminen

Tämä opinnäytetyö on tehty SkinnAir Oy:lle, ja se käsittelee pientalojen LVI-teknistä suunnittelua pienen suunnitteluyrityksen näkökulmasta. Nykyinen kiivas rakentamistyyli, kasvaneet asumisviihtyvyydenvaatimukset, asennusammattilaisten puute sekä jatkuvasti kohoavat vaatimukset rakennusten energiatehokkuuden parantamiseksi vaativat yhä parempia ja laadukkaampia suunnitelmia pientalojen LVI-teknisten ratkaisujen toteuttamiseksi. Suunnittelusta saatavan heikon tuottavuuden johdosta monet suunnittelutoimistot eivät ole kiinnostuneita pientalojen LVI-suunnittelusta. Tässä työssä pyritään etsimään niitä menetelmiä, joilla erityisesti pieni suunnitteluyritys kykenee parantamaankannattavuuttaan ja nostamaan palvelun laatua kyseisellä suunnittelun osa-alueella. Työ on toteutettu perehtymällä yksityiskohtaisesti suunnitteluprosessin eri vaiheisiin sekä analysoimalla näistä vaiheista saadut tulokset Työssä tunnistetaan erilaiset asiakastyypit sekä heidän tarpeensa. Asiakastarpeiden perusteellasaadaan määritettyä oikeat lähtötiedot kohteen LVI-suunnittelua varten. Työn keskeinen osa on suunnitteluprosessin etenemisen sekä suunnittelutyöhön kuuluvien tehtävien tarkastelu. Tämän tarkastelun avulla pyritään löytämään keinot, joillakyetään tehostamaan suunnitteluprosessin eri vaiheisiin liittyviä toimintoja, parantamaan palvelun laatua sekä lisäksi minimoimaan suunnitteluprosessin aikaisia kustannuksia yrityksen kannattavuuden parantamiseksi. LVI-suunnittelutyön eteneminen painottuu asiakas- ja lähtötietojen keräämiseen sekä eri välivaiheiden hyväksyttämiseen tilaajalla. Suunnittelutyöhön vaikuttavat tekijät saadaan selville jatkuvassa, ennalta hyvin aikataulutetussa asiakaskontaktissa. Asiakkaan huomioiminen suunnitteluprosessin eri vaiheissa parantaa kokonaisvaltaista asiakaspalvelua. Näin asiakkaan saama vastine rahoilleen kasvaa. Suunnittelijan kannalta turhat muutostyöt vähenevät, koska asiakas on selvillä suunnittelutyön etenemisestä. Johtopäätöksenä voidaan todeta, että hyvän suunnitteluprosessin edellytyksenä on yksityiskohtaisten lähdetietojen käyttö. Työn tuloksena ilmeni, että valmiiden, ennalta hyvin laadittujen lomakkeiden käyttäminen parantaa selkeästi suunnittelutyön tehokkuutta. Lopputuloksena syntyi jatkokehittelyä vaativa lomakepohja asiakastarpeisiin perustuvalle lähtötietolomakkeelle. Lisäksi yrityksen käyttöön on tarkoitus laatia tarvittavat tietokannat sekä valmiit asennuspiirrokset. Lopullinen tavoite on rakentaa tässä työssä kuvatuista menetelmistä kattava tietotekninen järjestelmä parantamaan sekä yrityksen kannattavuutta että suunnittelutyön laatua. Lisäksi voidaan todeta, että rakennettava järjestelmä mahdollistaa myös vaativan suunnittelutyön tuotteistamisen.

Hiilidioksidipäästöjen päästöoikeuksien markkinat ja niillä toimiminen

Pro gradu -tutkielmassa johtoajatuksena oli pohtia hiilidioksidin päästöoikeuden markkinahinnan muodostumista ja hinnanmuutoksen vaikutuksia yksittäisen päästökaupassa mukana olevan toiminnanharjoittajan tilinpäätökseen. Työssä tarkasteltiin Euroopan unionin ensimmäisen päästökauppakauden 2005-2007 päästöoikeusmarkkinoiden muodostumista olemassa olevien ja olleiden järjestelmien perusteella. Tutkielman kokeellisessa osuudessa tavoite oli selvittää päästökauppatoimijalle taloudellisesti edullisin toimintamalli muodostumassa olevilleEuroopan unionin päästöoikeusmarkkinoille. Esimerkkiyritys toimi päästöoikeuksien ostajana markkinoilla. Toimintamallien testaus suoritettiin laskuesimerkein, joissa lähtöarvoina olivat toimijalle ilmaiseksi annetut päästöoikeudet, päästökauppa-kaudella laaditut tilinpäätökset sekä toimijan vuotuiset ennustetut päästöt. Laskelmissa oletettiin päästöoikeusmarkkinoiden olevan täydelliset. Hintataso-tarkastelu suoritettiin kahdella hintatasomallilla, joiden herkkyysanalyysissä vuoden 2007 hintataso toteutui päinvastoin kuin mallissa oletettiin. Laskelmissamielenkiinnon kohteina olivat päästökaupan vaikutukset tiettyihin taseen ja tuloslaskelman eriin, kun päästöoikeuksia joudutaan ostamaan markkinoilta oikeuksien hinnan vaihdellessa. Kun päästöoikeuksien hinta muuttuu, ceteris paribus, päästöoikeuksien arvo taseessa muuttuu: oikeuksien uudelleenarvotus tilinpäätöspäivänä joko lisää tai vähentää tilikauden tulosta. Koska tilikauden voitto on taseen vastattavaa puolen omaa pääomaa, vaikuttaa voiton muutos myös taseen loppusummaan. Päästökauppa vähentää varoja yrityksen kassasta, kun yritys on ostajan asemassa päästöoikeusmarkkinoilla.

Euroopan yhteisen maksualueen (Single European payment area) vaikutukset maksuliikenteen tehokkuuteen case: Metso Oyj

Työn tavoitteena oli tutkia Euroopan yhteisen maksualueen (Single European Payment Area, SEPA) kehitystä ja selvittää mitä hyötyä siitä on Metso-konsernin maksuliikenteelle. Teoreettisessa osassa tarkastellaan mistä tehokas maksuliikenne koostuu ja esitetään SEPA:n kehitys peilaamalla sitä Berger et al.:n (1996) teoriasta muodostettuihin implikaatioihin. Empiirinen osuus sisältää kuvailevan Case-tutkimuksen, joka toteutettiin teemahaastatteluilla. Sitä täydennettiin kvantitatiivisella tilisiirtokustannusaineistolla (Metso-konserni). Tulosten mukaan SEPA-kehitys on sekä positiivista että negatiivista: 1) Jos kaikki maksuliikenteen osapuolet kokevat saavansa hyötyä uudistuksista, toteutuu sosiaalinen tehokkuus, jolloin kehitys nopeutuu ja kustannukset laskevat. Tämä on nähtävissä Metso-konsernin tilisiirtokustannusten kehityksestä. 2) SEPA lisää pankkien kustannuksia. 3) Järjestelmien kehitys vähentää maksuliikenneriskiä 4) Maksualuekehitys on vaarassa hidastua, jos alhaiseksi koetun riskin ehkäisemisestäei haluta maksaa.

The value of future opportunities: comparison of information technology firms and forest companies

There are several alternatives for valuing the future opportunities of firms. The traditional appraisal methods for single projects such as net present value, internalrate of return and payback rules have been criticized in recent years. It has been said that they do not take into account all growth opportunities of firms. At the company level, business valuation is traditionally based on financial and market information. Yield estimates, net worth values and market values of shares are commonly used. Naturally, all valuation methods have their own strengths and shortcomings. In the background of most estimation rules there is the idea that the future of the firms is quite clear and predictable. However, in recent times the business environment of most companies has changed to a more unpredictable direction and the effects of uncertainty have increased. There has been a growing interest in estimating the risks and values of future possibilities. The aim of the current paper is to describe the difference between the value of futureopportunities in information technology firms and forest companies, and also toanalyse the backgrounds for the observed gap.

Effect of Noncondensable Gases on Circulation of Primary Coolant in Nuclear Power Plants in Abnormal Situations

The present study focuses on two effects of the presence of a noncondensable gas on the thermal-hydraulic behavior of thecoolant of the primary circuit of a nuclear reactor in the VVER-440 geometry inabnormal situations. First, steam condensation with the presence of air was studied in the horizontal tubes of the steam generator (SG) of the PACTEL test facility. The French thermal-hydraulic CATHARE code was used to study the heat transfer between the primary and secondary side in conditions derived from preliminary experiments performed by VTT using PACTEL. In natural circulation and single-phase vapor conditions, the injection of a volume of air, equivalent to the totalvolume of the primary side of the SG at the entrance of the hot collector, did not stop the heat transfer from the primary to the secondary side. The calculated results indicate that air is located in the second half-length (from the mid-length of the tubes to the cold collector) in all the tubes of the steam generator The hot collector remained full of steam during the transient. Secondly, the potential release of the nitrogen gas dissolved in the water of the accumulators of the emergency core coolant system of the Loviisa nuclear power plant (NPP) was investigated. The author implemented a model of the dissolution and release ofnitrogen gas in the CATHARE code; the model created by the CATHARE developers. In collaboration with VTT, an analytical experiment was performed with some components of PACTEL to determine, in particular, the value of the release time constant of the nitrogen gas in the depressurization conditions representative of the small and intermediate break transients postulated for the Loviisa NPP. Such transients, with simplified operating procedures, were calculated using the modified CATHARE code for various values of the release time constant used in the dissolution and release model. For the small breaks, nitrogen gas is trapped in thecollectors of the SGs in rather large proportions. There, the levels oscillate until the actuation of the low-pressure injection pumps (LPIS) that refill the primary circuit. In the case of the intermediate breaks, most of the nitrogen gas is expelled at the break and almost no nitrogen gas is trapped in the SGs. In comparison with the cases calculated without taking into account the release of nitrogen gas, the start of the LPIS is delayed by between 1 and 1.75 h. Applicability of the obtained results to the real safety conditions must take into accountthe real operating procedures used in the nuclear power plant.

Dynamic Model of a Small Once-Through Boiler

In this study, a model for the unsteady dynamic behaviour of a once-through counter flow boiler that uses an organic working fluid is presented. The boiler is a compact waste-heat boiler without a furnace and it has a preheater, a vaporiser and a superheater. The relative lengths of the boiler parts vary with the operating conditions since they are all parts of a single tube. The present research is a part of a study on the unsteady dynamics of an organic Rankine cycle power plant and it will be a part of a dynamic process model. The boiler model is presented using a selected example case that uses toluene as the process fluid and flue gas from natural gas combustion as the heat source. The dynamic behaviour of the boiler means transition from the steady initial state towards another steady state that corresponds to the changed process conditions. The solution method chosen was to find such a pressure of the process fluid that the mass of the process fluid in the boiler equals the mass calculated using the mass flows into and out of the boiler during a time step, using the finite difference method. A special method of fast calculation of the thermal properties has been used, because most of the calculation time is spent in calculating the fluid properties. The boiler was divided into elements. The values of the thermodynamic properties and mass flows were calculated in the nodes that connect the elements. Dynamic behaviour was limited to the process fluid and tube wall, and the heat source was regarded as to be steady. The elements that connect the preheater to thevaporiser and the vaporiser to the superheater were treated in a special way that takes into account a flexible change from one part to the other. The model consists of the calculation of the steady state initial distribution of the variables in the nodes, and the calculation of these nodal values in a dynamic state. The initial state of the boiler was received from a steady process model that isnot a part of the boiler model. The known boundary values that may vary during the dynamic calculation were the inlet temperature and mass flow rates of both the heat source and the process fluid. A brief examination of the oscillation around a steady state, the so-called Ledinegg instability, was done. This examination showed that the pressure drop in the boiler is a third degree polynomial of the mass flow rate, and the stability criterion is a second degree polynomial of the enthalpy change in the preheater. The numerical examination showed that oscillations did not exist in the example case. The dynamic boiler model was analysed for linear and step changes of the entering fluid temperatures and flow rates.The problem for verifying the correctness of the achieved results was that there was no possibility o compare them with measurements. This is why the only way was to determine whether the obtained results were intuitively reasonable and the results changed logically when the boundary conditions were changed. The numerical stability was checked in a test run in which there was no change in input values. The differences compared with the initial values were so small that the effects of numerical oscillations were negligible. The heat source side tests showed that the model gives results that are logical in the directions of the changes, and the order of magnitude of the timescale of changes is also as expected. The results of the tests on the process fluid side showed that the model gives reasonable results both on the temperature changes that cause small alterations in the process state and on mass flow rate changes causing very great alterations. The test runs showed that the dynamic model has no problems in calculating cases in which temperature of the entering heat source suddenly goes below that of the tube wall or the process fluid.

Mobile Communications within the European Union: The Role of Location in the Evolution and Forecasting of the Diffusion Process

In the European Union, the importance of mobile communications was realized early on. The process of mobile communications becoming ubiquitous has taken time, as the innovation of mobile communications diffused into the society. The aim of this study is to find out how the evolution and spatial patterns of the diffusion of mobile communications within the European Union could be taken into account in forecasting the diffusion process. There is relatively lot of research of innovation diffusion on the individual (micro) andthe country (macro) level, if compared to the territorial level. Territorial orspatial diffusion refers either to the intra-country or inter-country diffusionof an innovation. In both settings, the dif- fusion of a technological innovation has gained scarce attention. This study adds knowledge of the diffusion between countries, focusing especially on the role of location in this process. The main findings of the study are the following: The penetration rates of the European Union member countries have become more even in the period of observation, from the year 1981 to 2000. The common digital GSM system seems to have hastened this process. As to the role of location in the diffusion process, neighboring countries have had similar diffusion processes. They can be grouped into three, the Nordic countries, the central and southern European countries, and the remote southern European countries. The neighborhood effect is also domi- nating in thegravity model which is used for modeling the adoption timing of the countries. The subsequent diffusion within a country, measured by the logistic model in Finland, is af- fected positively by its economic situation, and it seems to level off at some 92 %. Considering the launch of future mobile communications systemsusing a common standard should implicate an equal development between the countries. The launching time should be carefully selected as the diffusion is probably delayed in economic downturns. The location of a country, measured by distance, can be used in forecasting the adoption and diffusion. Fi- nally, the result of penetration rates becoming more even implies that in a relatively homoge- nous set of countries, such as the European Union member countries, the estimated final pene- tration of a single country can be used for approximating the penetration of the others. The estimated eventual penetration of Finland, some 92 %, should thus also be the eventual level for all the European Union countries and for the European Union as a whole.

Experimental and Numerical Analysis of Different Volutes in a Centrifugal Compressor

In a centrifugal compressor the flow around the diffuser is collected and led to the pipe system by a spiral-shaped volute. In this study a single-stage centrifugal compressor with three different volutes is investigated. The compressorwas first equipped with the original volute, the cross-section of which was a combination of a rectangle and semi-circle. Next a new volute with a fully circular cross-section was designed and manufactured. Finally, the circular volute wasmodified by rounding the tongue and smoothing the tongue area. The overall performance of the compressor as well as the static pressure distribution after the impeller and on the volute surface were measured. The flow entering the volute was measured using a three-hole Cobra-probe, and flow visualisations were carriedout in the exit cone of the volute. In addition, the radial force acting on theimpeller was measured using magnetic bearings. The complete compressor with thecircular volute (inlet pipe, full impeller, diffuser, volute and outlet pipe) was also modelled using computational fluid dynamics (CFD). A fully 3-D viscous flow was solved using a Navier-Stokes solver, Finflo, developed at Helsinki University of Technology. Chien's k-e model was used to take account of the turbulence. The differences observed in the performance of the different volutes were quite small. The biggest differences were at low speeds and high volume flows,i.e. when the flow entered the volute most radially. In this operating regime the efficiency of the compressor with the modified circular volute was about two percentage points higher than with the other volutes. Also, according to the Cobra-probe measurements and flow visualisations, the modified circular volute performed better than the other volutes in this operating area. The circumferential static pressure distribution in the volute showed increases at low flow, constant distribution at the design flow and decrease at high flow. The non-uniform static pressure distribution of the volute was transmitted backwards across the vaneless diffuser and observed at the impeller exit. At low volume flow a strong two-wave pattern developed into the static pressure distribution at the impeller exit due to the response of the impeller to the non-uniformity of pressure. The radial force of the impeller was the greatest at the choke limit, the smallest atthe design flow, and moderate at low flow. At low flow the force increase was quite mild, whereas the increase at high flow was rapid. Thus, the non-uniformityof pressure and the force related to it are strong especially at high flow. Theforce caused by the modified circular volute was weaker at choke and more symmetric as a function of the volume flow than the force caused by the other volutes.

Investigation of interaction between native and impurity defects in ZnSe

Zinc selenide is a prospective material for optoelectronics. The fabrication of ZnSe­based light-emitting diodes is hindered by complexity of p-type doping of the component materials. The interaction between native and impurity defects, the tendency of doping impurity to form associative centres with native defects and the tendency to self-compensation are the main factors impeding effective control of the value and type of conductivity. The thesis is devoted to the study of the processes of interaction between native and impurity defects in zinc selenide. It is established that the Au impurity has the most prominent amphoteric properties in ZnSe among Cu, Ag and Au impurities, as it forms a great number of both Au; donors and Auz„ acceptors. Electrical measurements show that Ag and Au ions introduced into vacant sites of the Zn sublattice form simple single-charged Agz„+ and Auzn+ states with d1° electron configuration, while Cu ions can form both single-charged Cuz„ (d1) and double-charged Cuzr`+ (d`o) centres. Amphoteric properties of Ag and Au transition metals stimulated by time are found for the first time from both electrical and luminescent measurements. A model that explains the changes in electrical and luminescent parameters by displacement of Ag ions into interstitial sites due to lattice deformation forces is proposed. Formation of an Ag;-donor impurity band in ZnSe samples doped with Ag and stored at room temperature is also studied. Thus, the properties of the doped samples are modified due to large lattice relaxation during aging. This fact should be taken into account in optoelectronic applications of doped ZnSe and related compounds.

Reporting for account and sales management

Tutkimuksen tavoitteena oli kerätä Elcoteq Network Oyj:n myyntihenkilöiden tietotarpeet ja konkretisoida ne raportoinnin kautta. Tutkimus keskittyi asiakasvirran eri vaiheissa tarvittavaan asiakas- ja projektikohtaiseen tietoon. Tarkoituksena oli parantaa raportointia vastaamaan asiakkaan ja sales case:n hallintaa alkaen asiakasvirran uusasiakasvaiheesta ja projektin arvioinnista. Tietotarpeet kerättiin haastattelujen avulla ja osallistumalla aiheeseen liittyviin projekteihin. Haastattelujen ja teorian avulla projektiliiketoiminnan avainpiirteet ja asiakaskannattavuuteen vaikuttavat tekijät kerättiin yhteen ja muutettiin konkretiaksi raportoinnin parannusehdotuksien kautta. Tutkimus osoitti, että myyntihenkilöiden näkökulmasta olisi muodostettava uudet raportit tukemaan asiakkaan ja projektin hallintaa. Ennustettu voidaan verrata toteutuneeseen ja sekä asikkuuden, että sales case:n seuranta paranee uusien raporttien avulla. Budjetit, sekä asiakaskohtaiset tavoitteet voidaan laatia luotettavimmin ja kokonaiskuva asiakkuuden ja projektin kannattavuudesta pystytään näkemään ko. raporteista sekä graafein, että numeerisena tietona.