Reframing the relationship between service design and operations: a service engineering approach

The significance of services as business and human activities has increased dramatically throughout the world in the last three decades. Becoming a more and more competitive and efficient service provider while still being able to provide unique value opportunities for customers requires new knowledge and ideas. Part of this knowledge is created and utilized in daily activities in every service organization, but not all of it, and therefore an emerging phenomenon in the service context is information awareness. Terms like big data and Internet of things are not only modern buzz-words but they are also describing urgent requirements for a new type of competences and solutions. When the amount of information increases and the systems processing information become more efficient and intelligent, it is the human understanding and objectives that may get separated from the automated processes and technological innovations. This is an important challenge and the core driver for this dissertation: What kind of information is created, possessed and utilized in the service context, and even more importantly, what information exists but is not acknowledged or used? In this dissertation the focus is on the relationship between service design and service operations. Reframing this relationship refers to viewing the service system from the architectural perspective. The selected perspective allows analysing the relationship between design activities and operational activities as an information system while maintaining the tight connection to existing service research contributions and approaches. This type of an innovative approach is supported by research methodology that relies on design science theory. The methodological process supports the construction of a new design artifact based on existing theoretical knowledge, creation of new innovations and testing the design artifact components in real service contexts. The relationship between design and operations is analysed in the health care and social care service systems. The existing contributions in service research tend to abstract services and service systems as value creation, working or interactive systems. This dissertation adds an important information processing system perspective to the research. The main contribution focuses on the following argument: Only part of the service information system is automated and computerized, whereas a significant part of information processing is embedded in human activities, communication and ad-hoc reactions. The results indicate that the relationship between service design and service operations is more complex and dynamic than the existing scientific and managerial models tend to view it. Both activities create, utilize, mix and share information, making service information management a necessary but relatively unknown managerial task. On the architectural level, service system -specific elements seem to disappear, but access to more general information elements and processes can be found. While this dissertation focuses on conceptual-level design artifact construction, the results provide also very practical implications for service providers. Personal, visual and hidden activities of service, and more importantly all changes that take place in any service system have also an information dimension. Making this information dimension visual and prioritizing the processed information based on service dimensions is likely to provide new opportunities to increase activities and provide a new type of service potential for customers.

Developing construction site operations for EPC power plant projects

The purpose of this thesis is to find development areas for site operations in power plant construction projects delivered by Wärtsilä. The inspected operations are subcontractor management, site material management and work scheduling. The contractor's role in EPC project is to respond for engineering, procurement, and construction supervision. Geographical and cultural differences brings challenges for finding development areas as Wärtsilä delivers projects world-wide. Searching for development area is mainly made with survey, which answers were collected from the target company's site personnel. Based on the results, with good planning and preparation various problems would be avoided. An external view for the thesis was collected by an expert interview, which was held to three expe-rienced construction operating executives. Interviewees believed that with the se-lection of right site personnel and clearly defined areas of responsibility will great-ly affect the outcome of the project. Some of the theory has been collected from areas, which have helped to under-stand the inspected operations on site. Improving competence knowledge has been important due to the broad scope of work and the author’s inexperience of the topic. Also generally effective practices from construction projects has been col-lected to the theory part. Functionality of general practices have been reflected together with the results of empirically collected data for Wärtsilä's projects. As a result, a model was generated where development proposals and the benefits from new procedures were presented.

Modélisation de l’exposition à la silice cristalline dans le secteur de la construction

L’exposition prolongée par inhalation à des poussières de taille respirable contenant de la silice cristalline est reconnue pour causer des maladies respiratoires dont le cancer du poumon et la silicose. De nombreuses études ont relevé la surexposition des travailleurs de la construction à la silice cristalline, puisque ce composé est présent dans de nombreux matériaux utilisés sur les chantiers. L’évaluation de l’exposition à la silice cristalline dans cette industrie constitue un défi en raison de la multitude de conditions de travail et de la nature éphémère des chantiers. Afin de mieux cerner cette problématique, une banque de données d’exposition professionnelle compilée à partir de la littérature a été réalisée par une équipe de l’Université de Montréal et de l’IRSST, et constitue le point de départ de ce travail. Les données présentes dans la banque ont été divisées en fonction de la stratégie d’échantillonnage, résultant en deux analyses complémentaires ayant pour objectif d’estimer les niveaux d’exposition sur le quart de travail en fonction du titre d’emploi, et selon la nature de la tâche exécutée. La méthode de Monte Carlo a été utilisée pour recréer les échantillons provenant de données rapportées sous forme de paramètres de synthèse. Des modèles Tobit comprenant les variables de titre d’emploi, tâche exécutée, durée, année et stratégie d’échantillonnage, type de projet, secteur d’activité, environnement et moyens de maîtrise ont été développés et interprétés par inférence multimodèle. L’analyse basée sur le quart de travail a été réalisée à partir de 1346 données d’exposition couvrant 11 catégories de titre d’emploi. Le modèle contenant toutes les variables a expliqué 22% de la variabilité des mesures et la durée, l’année et la stratégie d’échantillonnage étaient d’importants prédicteurs de l’exposition. Les chantiers de génie civil et les projets de nouvelle construction étaient associés à des expositions plus faibles, alors que l’utilisation de moyens de maîtrise diminuait les concentrations de 18% à l’extérieur et de 24% à l’intérieur. Les moyennes géométriques les plus élevées prédites pour l’année 1999 sur 8 heures étaient retrouvées chez les foreurs (0.214 mg/m3), les travailleurs souterrains (0.191 mg/m3), les couvreurs (0.146 mg/m3) et les cimentiers-applicateurs (0.125 mg/m3). 1566 mesures réparties en 27 catégories de tâches étaient contenues dans la seconde analyse. Le modèle contenant toutes les variables a expliqué 59% des niveaux d’exposition, et l’ensemble des variables contextuelles étaient fortement prédictives. Les moyennes géométriques prédites pour l’année 1998 et selon la durée médiane par tâche dans la banque de données étaient plus élevées lors du bouchardage du béton (1.446 mg/m3), du cassage de pièces de maçonnerie avec autres outils (0.354 mg/m3), du décapage au jet de sable (0.349 mg/m3) et du meulage de joints de brique (0.200 mg/m3). Une diminution importante des concentrations a été observée avec les systèmes d’arrosage (-80%) et d’aspiration des poussières (-64%) intégrés aux outils. L’analyse en fonction des titres d’emploi a montré une surexposition généralisée à la valeur guide de l’ACGIH et à la norme québécoise, indiquant un risque à long terme de maladies professionnelles chez ces travailleurs. Les résultats obtenus pour l’évaluation en fonction de la tâche exécutée montrent que cette stratégie permet une meilleure caractérisation des facteurs associés à l’exposition et ainsi de mieux cibler les priorités d’intervention pour contrôler les niveaux d’exposition à la silice cristalline sur les chantiers de construction durant un quart de travail.

Tectonique moléculaire : vers l'utilisation du dispirofluorène-indénofluorène comme unité de construction pour bâtir des réseaux cristallins poreux

La chimie supramoléculaire est un domaine qui suscite depuis quelques années un intérêt grandissant. Le domaine s’appuie sur les interactions intermoléculaires de façon à contrôler l’organisation moléculaire et ainsi moduler les propriétés des matériaux. La sélection et le positionnement adéquat de groupes fonctionnels, utilisés en combinaison avec un squelette moléculaire particulier, permet d’anticiper la façon dont une molécule interagira avec les molécules avoisinantes. Cette stratégie de construction, nommé tectonique moléculaire, fait appel à la conception de molécules appelées tectons (du mot grec signifiant bâtisseur) pouvant s’orienter de façon prévisible par le biais d’interactions faibles et ainsi générer des architectures supramoléculaires inédites. Les tectons utilisent les forces intermoléculaires mises à leur disposition pour s’orienter de façon prédéterminée et ainsi contrecarrer la tendance à s’empiler de la manière la plus compacte possible. Pour ce faire, les tectons sont munies de diverses groupes fonctionnels, aussi appelés groupes de reconnaissance, qui agiront comme guide lors de l’assemblage moléculaire. Le choix du squelette moléculaire du tecton revêt une importance capitale puisqu’il doit permettre une orientation optimale des groupes de reconnaissance. La stratégie de la tectonique moléculaire, utilisée conjointement avec la cristallisation, ouvre la porte à un domaine de la chimie supramoléculaire appelé le génie cristallin. Le génie cristallin permet l’obtention de réseaux cristallins poreux soutenus par des interactions faibles, pouvant accueillir des molécules invitées. Bien que toutes les interactions faibles peuvent être mises à contribution, le pont hydrogène est l’interaction prédominante en ce qui a trait aux réseaux cristallins supramoléculaires. La force, la directionnalité ainsi que la versatilité font du pont hydrogène l’interaction qui, à ce jour, a eu le plus grand impact dans le domaine du génie cristallin. Un des groupements de reconnaissance particulièrement intéressants en génie cristallin, faisant appel aux ponts hydrogène et offrant plusieurs motifs d’interaction, est l’unité 2,4-diamino-1,3,5-triazinyle. L’utilisation de ce groupement de reconnaissance conjointement avec un cœur moléculaire en forme de croix d’Onsager, qui défavorise l’empilement compact, permet l’obtention de valeurs de porosités élevées, comme c’est le cas pour le 2,2’,7,7’-tétrakis(2,4-diamino-1,3,5-triazin-6-yl)-9,9’-spirobi[9H-fluorène]. Nous présentons ici une extension du travail effectué sur les cœurs spirobifluorényles en décrivant la synthèse et l’analyse structurale de molécules avec une unité dispirofluorène-indénofluorényle comme cœur moléculaire. Ce cœur moléculaire exhibe les mêmes caractéristiques structurales que le spirobifluorène, soit une topologie rigide en forme de croix d’Onsager défavorisant l’empilement compact. Nous avons combiné les cœurs dispirofluorène-indénofluorényles avec différents groupements de reconnaissance de façon à étudier l’influence de l’élongation du cœur moléculaire sur le réseau cristallin, en particulier sur le volume accessible aux molécules invitées.

STUDY OF INFLUENCE OF SAFETY ENGINEERING AND MANAGEMENT PRACTICES IN SELECTED INDUSTRIES IN KERALA

In the twentieth century, as technology grew with it. This resulted in collective efforts and thinking in the direction of controlling work related hazards and accidents. Thus, safety management developed and became an important part of industrial management. While considerable research has been reported on the topic of safety management in industries from various parts of the world, there is scarcity of literature from India. It is logical to think that a clear understanding of the critical safety management practices and their relationships with accident rates and management system certifications would help in the development and implementation of safety management systems. In the first phase of research, a set of six critical safety management practices has been identified based on a thorough review of the prescriptive, practitioner, conceptual and empirical literature. An instrument for measuring the level of practice of these safety conduction a survey using questionnaire in chemical/process industry. The instrument has been empirically validated using Confirmatory Factor Analysis (CFA) approach. As the second step. Predictive validity of safety management practices and the relationship between safety management practices and self-reported accident rates and management system certifications have been investigated using ANOVA. Results of the ANOVA tests show that there is significant difference in the identified safety management practices and the determinants of safety performance have been investigated using Multiple Regression Analysis. The inter-relationships between safety management practices, determinants of safety performance and components of safety performance have been investigated with the help of structural equation modeling. Further investigations into engineering and construction industries reveal that safety climate factors are not stable across industries. However, some factors are found to be common in industries irrespective of the type of industry. This study identifies the critical safety management practices in major accident hazard chemical/process industry from the perspective of employees and the findings empirically support the necessity for obtaining safety specific management system certifications

A Study of the Physical and Engineering Behaviour of Cochin Marine Clays

With the increase in population, housing and construction of various facilities have been a problem with urbanization. Having exhausted all the trouble free hand, man is nowon the lookout for techniques to improve areas which were originally considered uninhabitable. Thus this study is based on the nature and engineering behavior of soft clays covering long stretches of coastal line and methods to improve their geotechnical properties .The main aim of the present investigation is to study in detail the physical and engineering behavior of the marine clays of Cochin. While it is well known that the marine clays have been posing numerous problems to foundation engineers all along, the relevant literature reveals that no systematic and comprehensive study has been attempted to date. The: knowledge gained through the study is suitably used to improve these properties with appropriate additives.

A critical study of major construction projects in kerala vis-a-vis effectiveness in project implementation

Chapter 1 presents a brief note on the state at which the construction industry stands at present, bringing into focus the significance of the critical study. Relevance of the study, area of investigation and objectives of the study are outlined in this chapter. The 2nd chapter presents a review of the literature on the relevant areas. In the third chapter an analysis on time and cost overrun in construction highlighting the major factors responsible for it has been done. A couple of case studies to estimate loss to the nation on account of delay in construction have been presented in the chapter. The need for an appropriate estimate and a competent contractor has been emphasised for improving effectiveness in the project implementation. Certain useful equations and thoughts have been formulated on this area in this chapter that can be followed in State PWD and other Govt. organisations. Case studies on project implementation of major projects undertaken by Government sponsored/supported organizations in Kerala have been dealt with in Chapter 4. A detailed description of the project of Kerala Legislature Complex with a critical analysis has been given in this chapter. A detailed account of the investigations carried out on the construction of International Stadium, a sports project of Greater Cochin Development Authority is included here. The project details of Cochin International Airport at Nedumbassery, its promoters and contractors are also discussed in Chapter 4. Various aspects of implementation which led the above projects successful have been discussed in chapter 5. The data collected were analysed through discussion and perceptions to arrive at certain conclusions. The emergence of front-loaded contract and its impact on economics of the project execution are dealt with in this chapter. Analysis of delays in respect of the various project narrated in chapter 3 has been done here. The root causes of the project time and overrun and its remedial measures are also enlisted in this chapter. Study of cost and time overrun of any construction project IS a part of construction management. Under the present environment of heavy investment on construction activities in India, the consequences of mismanagement many a time lead to excessive expenditure which are not be avoidable. Cost consciousness, therefore has to be keener than ever before. Optimization in investment can be achieved by improved dynamism in construction management. The successful completion of coristruction projects within the specified programme, optimizing three major attributes of the process - quality, schedule and costs - has become the most valuable and challenging task for the engineer - managers to perform. So, the various aspects of construction management such as cost control, schedule control, quality assurance, management techniques etc. have also been discussed in this fifth chapter. Chapter 6 summarises the conclusions drawn from the above criticalr1 of rhajor construction projects in Kerala.

Construction waste management in India

The management of construction waste is important today. The scarcity in the availability of aggregate for the production of concrete is one of the important problems facing by the construction industry. Appropriate use of the construction waste is a solution to the fast degradation of virgin raw materials in the construction industry. This paper enlightens the importance of reduce, reuse and recycle (3R) concept for managing the construction waste in India

Living up to the value agenda: the empirical realities of through-life value creation in construction

Current research agendas are increasingly encouraging the construction industry to operate on the basis of 'added value'. Such debates echo the established concept of 'high value manufacturing' and associated trends towards servitization. Within construction, the so-called 'value agenda' draws heavily from the notion of integrated solutions. This is held to be especially appropriate in the context of PFI projects. Also relevant is the concept of service-led projects whereby the project rationale is driven by the client's objectives for delivering an enhanced service to its own customers. Such ideas are contextualized by a consideration of broader trends of privatization and outsourcing within and across the construction industry's client base. The current emphasis on integrated solutions reflects long-term trends within privatized client organizations towards the outsourcing of asset management capabilities. However, such trends are by no means uniform or consistent. An in-depth case study of three operating divisions within a major construction company illustrates that firms are unlikely to reorientate their business in response to the 'value agenda'. In the case of PFI, the tendency has been to establish specialist units for the purposes of winning work. Meanwhile, institutionally embedded operating routines within the rest of the business remain broadly unaffected.

Ex Vivo Construction of an Artificial Ocular Surface by Combination of Corneal Limbal Epithelial Cells and a Compressed Collagen Scaffold Containing Keratocytes

We have investigated the use of a laminin coated compressed collagen gel containing corneal fibroblasts (keratocytes) as a novel scaffold to support the growth of corneal limbal epithelial stem cells. The growth of limbal epithelial cells was compared between compressed collagen gel and a clinically proven conventional substrate, denuded amniotic membrane. Following compression of the collagen gel, encapsulated keratocytes remained viable and scanning electron microscopy showed that fibres within the compressed gel were dense, homogeneous and similar in structure to those within denuded amniotic membrane. Limbal epithelial cells were successfully expanded upon the compressed collagen resulting in stratified layers of cells containing desmosome and hemidesmosome structures. The resulting corneal constructs of both the groups shared a high degree of transparency, cell morphology and cell stratification. Similar protein expression profiles for cytokeratin 3 and cytokeratin 14 and no significant difference in cytokeratin 12 mRNA expression levels by real time PCR were also observed. This study provides the first line of evidence that a laminin coated compressed collagen gel containing keratocytes can adequately support limbal epithelial cell expansion, stratification and differentiation to a degree that is comparable to the leading conventional scaffold, denuded amniotic membrane.

A preliminary survey of attitudes to UK construction procurement practice

Although much literature on construction procurement is based on personal experiences, there is little data available to undertake realistic comparison between regions or from one year to another. A survey was undertaken in the UK to examine the feasibility of developing a replicable survey technique that will enable longitudinal studies and international comparisons. The survey showed that a majority felt traditional procurement methods were inappropriate. However, traditional general contracting is still the most common form of procurement. There was strong agreement that economic muscle compels weaker contracting parties to accept onerous contractual terms. There is no relationship between the size of a project and its procurement method, contrary to popular belief. The findings indicate that wider surveys would generate useful data about attitudes.

Construction management contracts: law and practice

The context of construction management (CM) reveals that this method of procurement is as much a management philosophy as a contract structure. It is important to consider legal and contractual issues in this context. The interplay between management and law is complex and often misunderstood. Before considering specific issues, the use of contractual remedies in business agreements is discussed. In addition, the extent to which standardising a form of contract detracts or contributes to the success of projects is also considered. The dearth of judicial decisions, and the lack of a standard form, render it difficult to be specific about legal issues. Therefore, the main discussion of legal issues is centred around a recently completed research project which involved eliciting the views of a cross-section of experienced construction management clients, consultants and trade contractors. These interviews are used as the basis for highlighting some of the most important legal points to consider when setting up CM projects. The interviews revealed that the advantage of CM is the proximity of the client to the trade contractors and the disadvantage is that it depends on a high degree of professionalism and experience; qualities which are unfortunately difficult to find in the UK construction industry.