Asiakkuuksien johtaminen kuljetusalan pk-yrityksessä

The profitability on transportation field has been low for a long time. The re-cession that started in the fall of 2008 has caused even more trouble to transportation companies as the number of transportations has gone down and the competition has gotten tougher since the time before the recession. Because the low profitability level does not allow competing with prices, transportation companies must come up with other means to differ from their competitors. The main goal of the research was to find out how a small and medium-sized enterprise (SME) on transportation field should manage its customer relationships. Due to limited resources, companies should direct their resources to serving their most valuable customers. Companies should first make a determination of their customer base. This works as a base for establishing customer portfolios, in other words making customer groups based on e.g. profitability, buying volumes and loyalty. Companies can gain competitive advantage also by improving their service quality. Important information regarding the selection criteria of a transporta-tion company, transaction methods, service time and accessibility of person-nel, customers’ expectations on transportation company’s personnel, utiliza-tion of IT-solutions as a part of transportation service, the image of a transportation company and necessity of quality control meetings was gathered for this research by interviewing customers. By utilizing this information, transportation company can adapt its service offering to equal the customer needs and expectations better. A service process example was created to improve the service quality of the transportation company. It shows the whole process from the customer sending the transportation order to the point when the customer receives an invoice from the transportation company. The example process shows the most fragile stages of the service process: the interaction points. An example of this is when the driver and the customer meet at the unloading place. The results show that even a SME can have the opportunity to succeed in competitive markets by managing CRM. Expensive software are usually out of reach of a SME, but having a CRM software does not automatically guar-antee success in customer relationship management. Small and medium-sized firms can commit their current customers and recruit new customers by utilizing customer knowledge, offering top quality service, being innovative and offering functional services.

Formal development and quantitative verification of dependable systems

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Stability of Natural Colorants of Plant Origin

In recent years, there have been studies that show a correlation between the hyperactivity of children and use of artificial food additives, including colorants. This has, in part, led to preference of natural products over products with artificial additives. Consumers have also become more aware of health issues. Natural food colorants have many bioactive functions, mainly vitamin A activity of carotenoids and antioxidativity, and therefore they could be more easily accepted by the consumers. However, natural colorant compounds are usually unstable, which restricts their usage. Microencapsulation could be one way to enhance the stability of natural colorant compounds and thus enable better usage for them as food colorants. Microencapsulation is a term used for processes in which the active material is totally enveloped in a coating or capsule, and thus it is separated and protected from the surrounding environment. In addition to protection by the capsule, microencapsulation can also be used to modify solubility and other properties of the encapsulated material, for example, to incorporate fat-soluble compounds into aqueous matrices. The aim of this thesis work was to study the stability of two natural pigments, lutein (carotenoid) and betanin (betalain), and to determine possible ways to enhance their stability with different microencapsulation techniques. Another aim was the extraction of pigments without the use of organic solvents and the development of previously used extraction methods. Stability of pigments in microencapsulated pigment preparations and model foods containing these were studied by measuring the pigment content after storage in different conditions. Preliminary studies on the bioavailability of microencapsulated pigments and sensory evaluation for consumer acceptance of model foods containing microencapsulated pigments were also carried out. Enzyme-assisted oil extraction was used to extract lutein from marigold (Tagetes erecta) flower without organic solvents, and the yield was comparable to solvent extraction of lutein from the same flowers. The effects of temperature, extraction time, and beet:water ratio on extraction efficiency of betanin from red beet (Beta vulgaris) were studied and the optimal conditions for maximum yield and maximum betanin concentration were determined. In both cases, extraction at 40 °C was better than extraction at 80 °C and the extraction for five minutes was as efficient as 15 or 30 minutes. For maximum betanin yield, the beet:water ratio of 1:2 was better, with possibly repeated extraction, but for maximum betanin concentration, a ratio of 1:1 was better. Lutein was incorporated into oil-in-water (o/w) emulsions with a polar oil fraction from oat (Avena sativa) as an emulsifier and mixtures of guar gum and xanthan gum or locust bean gum and xanthan gum as stabilizers to retard creaming. The stability of lutein in these emulsions was quite good, with 77 to 91 percent of lutein being left after storage in the dark at 20 to 22°C for 10 weeks whereas in spray dried emulsions the retention of lutein was 67 to 75 percent. The retention of lutein in oil was also good at 85 percent. Betanin was incorporated into the inner w1 water phase of a water1-in-oil-inwater2 (w1/o/w2) double emulsion with primary w1/o emulsion droplet size of 0.34 μm and secondary w1/o/w2 emulsion droplet size of 5.5 μm and encapsulation efficiency of betanin of 89 percent. In vitro intestinal lipid digestion was performed on the double emulsion, and during the first two hours, coalescence of the inner water phase droplets was observed, and the sizes of the double emulsion droplets increased quickly because of aggregation. This period also corresponded to gradual release of betanin, with a final release of 35 percent. The double emulsion structure was retained throughout the three-hour experiment. Betanin was also spray dried and incorporated into model juices with different pH and dry matter content. Model juices were stored in the dark at -20, 4, 20–24 or 60 °C (accelerated test) for several months. Betanin degraded quite rapidly in all of the samples and higher temperature and a lower pH accelerated degradation. Stability of betanin was much better in the spray dried powder, with practically no degradation during six months of storage in the dark at 20 to 24 °C and good stability also for six months in the dark at 60 °C with 60 percent retention. Consumer acceptance of model juices colored with spray dried betanin was compared with similar model juices colored with anthocyanins or beet extract. Consumers preferred beet extract and anthocyanin colored model juices over juices colored with spray dried betanin. However, spray dried betanin did not impart any off-odors or off-flavors into the model juices contrary to the beet extract. In conclusion, this thesis describes novel solvent-free extraction and encapsulation processes for lutein and betanin from plant sources. Lutein showed good stability in oil and in o/w emulsions, but slightly inferior in spray dried emulsions. In vitro intestinal lipid digestion showed a good stability of w1/o/w2 double emulsion and quite high retention of betanin during digestion. Consumer acceptance of model juices colored with spray dried betanin was not as good as model juices colored with anthocyanins, but addition of betanin to real berry juice could produce better results with mixture of added betanin and natural berry anthocyanins could produce a more acceptable color. Overall, further studies are needed to obtain natural colorants with good stability for the use in food products.

Rheological characterization of polysaccharide gels

In this Master’s Thesis work the rheological properties of different polysaccharide gels have been studied. The results of this study are used as a starting point for further investigations of potential applications. In order to understand rheological behavior of studied materials, the commercial hydrocolloids such as sodium carboxymethyl cellulose, xanthan gum and guar gum were used as reference and comparison material for rheological studies. As a part the rheological research the development and implementation of proper measurement methods for studied materials were carried out. In the literature review, short introductions of studied materials and application areas of rheological modifiers are summarized. In addition, basic rheological concepts and key fundamentals are explained. In the experimental part the focus was on the rheological characterization of aqueous suspensions of studied materials. Especially, gel strength and solution stability were investigated. The rheological measurements included both rotational and oscillatory measurements in different conditions, where several chemical and physical properties were measured with Anton Paar MCR302 dynamic rotational rheometer. Studied polysaccharide gels can be clearly defined to be shear thinning and thixotropic materials. They have strong gel forming properties even at low concentrations, which explains the superior thickening behavior for some of the samples. Along with rheological characterization of selected materials the factors behind different phenomena were investigated. To reveal value and potential use of polysaccharide gels the influence of various factors such as concentration, temperature and ionic strength were determined. The measurements showed a clear difference between studied materials under investigated external parameters.