Exploring relationship between marketing and sales - a case study of B2B ICT solution sales

Following the current trend of companies in changing and developing their businesses from transactional approach to relationship and solution oriented approach has set new requirements to internal cooperation of companies too. The relationship between marketing and sales has been identified to be critical to company's success here, but surprisingly little is known about it. The purpose of this study was to deepen understanding of the relationship between sales and marketing in business-to-business sales from operative sales employees' perspectives in solution selling context. The aim was to develop an explorative analytical construction and framework of the interface. The study was conducted as a literature review and an empirical qualitative explorative single case study. The data was collected by conducting six thematic interviews with sales employees of the case company. Observing sales and marketing, written documents and other materials used in sales were used as secondary source of information. The data was analyzed using qualitative case study analysis methods. The findings of the study support previous research findings of the interface between marketing and sales but also bring new propositions as analytical framework to construct the interface. As such, the interface was found to be a multi-dimensional and complex dynamic construction. As results of this study, there was an exploratory framework constructed. The construction consists of three explorative contexts of the interface: internal context, relationship emphasizing context and solution selling context. These contexts are further divided into lower levels as an outcome of the analysis. In addition the identified contexts, there are also conceptual domains identified, which are common to all the contexts. The role of mutual, cross-functional knowledge creation was found to be central in the interface.

Hallinto-oikeuksien suorituskyvynmittauksen ja tavoiteasetannan kehittämismahdollisuudet

Suomen hallintotuomioistuinten mittaristotyöryhmä on laatinut oikeusasioiden hallintaa parantavan käsittelyn viivästymisestä varoittavan hälytysjärjestelmän sekä luokitellut asiat työmäärään perustuen. Luokille on laadittu työmäärää kuvaavat painokertoimet. Tämän diplomityön tavoitteena on tutkia asiahallintajärjestelmään tehtyjen uudistusten mahdollistamia suorituskyvynmittauksen ja tavoiteasetannan kehittämismahdollisuuksia asiavirtauksen näkökulmasta. Tavoitteeseen pääsemiseksi selvitetään työmääräpainotuksen vaikutuksia hallinto-oikeuksien suorituskyvyn tunnuslukuihin sekä analysoidaan hallinto-oikeuksien suorituskykyä työmääräpainotuksella vuosina 2009-2012. Raportti sisältää tutkimuksen aihetta käsittelevän teoriakatsauksen ja kohdeorganisaatiota tutkivan empiirisen osuuden. Empiirinen osuus perustuu vahvasti kvantitatiiviseen tutkimukseen. Tutkimuksen tuloksena havaittiin, että työmääräpainotus kaventaa hallintooikeuksien välisiä suorituskykyeroja, mutta huomattavia eroja esiintyy myös työmääräpainotuksilla tarkasteltuna. Hallinto-oikeuksien suorituskyvyissä esiintyy eroja sekä oikeuksien välillä että oikeuksien sisällä eri vuosina. Analysoimalla nykyisiä suorituskyvyn mittauksen ja tavoiteasetannan käytäntöjä, voidaan esittää neljä kehittämisen painopistettä: 1) tavoiteasetannan tekeminen pidemmälle tähtäimelle, 2) mittauksen ja seurannan painopiste toteutuneesta ennakointiin, 3) suorituskyvyn tunnusluvut vastaamaan työmääräpainotusta ja 4) tavoitetasojen yhdenmukaistaminen. Näiden havaittujen kehittämispainopisteiden ja suorituskykyanalyysien pohjalta luotiin vaihtoehtoinen tapa mitata suorituskykyä ja asettaa tavoitteita. Kehittämisehdotusta havainnollistettiin erilaisten skenaarioiden avulla. Työ tarjoaa hyödyllistä tietoa hallinto-oikeuksien suorituskyvystä ja siitä millaisia mahdollisuuksia asianhallinnan uudistukset tuovat hallinto-oikeuksien suorituskyvyn kehittämiseen ja seurantaan.

Creating generation Y sources of motivation for enhanced performance

New challenges have been created in the modern work environment as the diversity of the workforce is greater than ever in terms of generations. There will become a large demand of generation Y employees as the baby boomer generation employees retire at an accelerated rate. The purpose of this study is to investigate Y generation specific characteristics and to identify motivational systems to enhance performance. The research questions are: 1. What are Y generation characteristics? 2. What motivational systems organizations can form to motivate Y generation employees and in turn, create better performance? The Y generation specific characteristics identified from the literature include; achievement oriented; confident; educated; multitasking; having a need for feedback; needing management support; sociable and tech savvy. The proposed motivational systems can be found in four areas of the organization; HRM, training and development, communication and decision making policies. Three focus groups were held to investigate what would motivate generation Y employees to achieve better performance. Two of these focus groups were Finnish natives and the third consisted of international students. The HRM systems included flexibility and a culture of fun. It was concluded that flexibility within the workplace and role was a great source of motivation. Culture of fun was not responded to as favorably although most focus group participants rated enjoyableness as one of their top motivating factors. Training and development systems include training programs and mentoring as sources of potential motivation. Training programs were viewed as a mode to gain a better position and were not necessarily seen as motivational systems. Mentoring programs were not concluded to have a significant effect on motivation. Communication systems included keeping up with technology, clarity and goals as well as feedback. Keeping up with technology was seen as an ineffective tool to motivate. Clarity and goal setting was seen as very important to be able to perform but not necessarily motivating. Feedback had a highly motivating effect on these focus groups. Decision making policies included collaboration and teamwork as well as ownership. Teams were familiar and meet the social needs of Y generation employees and are motivating. Ownership was equated with trust and responsibility and was highly valued as well as motivating to these focus group participants.

Energiatehokkaille ratkaisuille perustuva investointipotentiaali sairaalan saneeraushankkeessa

Tämän diplomityön tavoitteena oli tutkia ympäristömyönteisiä energiatehokkaita ratkaisuja, joita voitaisiin hyödyntää Kymenlaakson keskussairaalan rakennus- ja saneeraushankkeessa. Energiatehokkaiden ratkaisujen mahdollistamista vuotuisista käyttökustannussäästöistä laskettiin investointipotentiaali, jota voidaan hyödyntää saneerausinvestoinnin rahoituksessa. Työ jakautuu teoreettiseen kirjallisuusselvitykseen ja empiiriseen osuuteen, joka on toiminta-analyyttinen case-tutkimus. Investointipotentiaalin määrittämiseksi muodostettiin kolme skenaariota eritasoisisten energiankulutusta vähentävien toimenpiteiden ja tutkimustulosten sekä toteutusvaiheessa olevan saneeraushankeen pohjalta. Skenaariot muodostuivat erilaisista lämmön- ja sähkönkulutuksen vähentämisen yhdistelmistä. Investointipotentiaali saatiin laskemalla nykyarvo vuotuisista tulevaisuuden energiankulutuksen käyttökustannussäästöistä. Työn tuloksina esitettiin energiatehokkuutta parantavia ratkaisuja sekä kolme erisuuruisten energiankulutuksen vähennysyhdistelmien aikaansaamaa käyttökustannus-säästöistä syntyvää investointipotentiaaliratkaisua. Tutkimustietoa voidaan hyödyntää alkavassa sairaalan rakennus- ja saneerausinvestoinnin suunnittelutyössä.

Yritysfuusio henkilöstön työtyytyväisyyden näkökulmasta

Tässä kandidaatintutkielmassa tarkastellaan yritysfuusiota henkilöstön työtyytyväisyyden näkökulmasta. Tutkimuksessa käytettiin kvalitatiivista tutmimusmenetelmää ja tutkimus on toteutettu case- eli tapaustutkimuksena. Aineistonkeruumenetelmänä käytettiin teemahaastattelua ja aineisto kerättiin haastattelemalla fuusioituneen finanssialan yrityksen henkilöstöä. Työtyytyväisyysteorioista tutkimukseen valittiin Herzbergin kaksifaktoriteoria ja Locken päämääräteoria. Fuusioiden on osoitettu vaikuttavan negatiivisesti henkilöstön työtyytyväisyyteen ja työtyytyväisyyden lasku voi johtaa muihin negatiivisiin seurauksiin. Tämä tutkimus kuitenkin osoittaa, että kaikki fuusiot eivät vaikuta negatiivisesti työtyytyväisyyteen.

Evaluating and improving demand forecast practices for B2B and B2C sectors

Demand forecasting is one of the fundamental managerial tasks. Most companies do not know their future demands, so they have to make plans based on demand forecasts. The literature offers many methods and approaches for producing forecasts. Former literature points out that even though many forecasting methods and approaches are available, selecting a suitable approach and implementing and managing it is a complex cross-functional matter. However, it’s relatively rare that researches are focused on the differences in forecasting between consumer and industrial companies. The aim of this thesis is to investigate the potential of improving demand forecasting practices for B2B and B2C sectors in the global supply chains. Business to business (B2B) sector produces products for other manufacturing companies. On the other hand, consumer (B2C) sector provides goods for individual buyers. Usually industrial sector have a lower number of customers and closer relationships with them. The research questions of this thesis are: 1) What are the main differences and similarities in demand planning between B2B and B2C sectors? 2) How the forecast performance for industrial and consumer companies can be improved? The main methodological approach in this study is design science, where the main objective is to develop tentative solutions to real-life problems. The research data has been collected from a case company. Evaluation and improving in organizing demand forecasting can be found in three interlinked areas: 1) demand planning operational environment, 2) demand forecasting techniques, 3) demand information sharing scenarios. In this research current B2B and B2C demand practices are presented with further comparison between those two sectors. It was found that B2B and B2C sectors have significant differences in demand practices. This research partly filled the theoretical gap in understanding the difference in forecasting in consumer and industrial sectors. In all these areas, examples of managerial problems are described, and approaches for mitigating these problems are outlined.

Development of project cash flow forecasting process

Process management refers to improving the key functions of a company. The main functions of the case company - project management, procurement, finance, and human resource - use their own separate systems. The case company is in the process of changing its software. Different functions will use the same system in the future. This software change causes changes in some of the company’s processes. Project cash flow forecasting process is one of the changing processes. Cash flow forecasting ensures the sufficiency of money and prepares for possible changes in the future. This will help to ensure the company’s viability. The purpose of the research is to describe a new project cash flow forecasting process. In addition, the aim is to analyze the impacts of the process change, with regard to the project control department’s workload and resources through the process measurement, and how the impacts take the department’s future operations into account. The research is based on process management. Processes, their descriptions, and the way the process management uses the information, are discussed in the theory part of this research. The theory part is based on literature and articles. Project cash flow and forecasting-related benefits are also discussed. After this, the project cash flow forecasting as-is and to-be processes are described by utilizing information, obtained from the theoretical part, as well as the know-how of the project control department’s personnel. Written descriptions and cross-functional flowcharts are used for descriptions. Process measurement is based on interviews with the personnel – mainly cost controllers and department managers. The process change and the integration of two processes will allow work time for other things, for example, analysis of costs. In addition to the quality of the cash flow information will improve compared to the as-is process. Analyzing the department’s other main processes, department’s roles, and their responsibilities should be checked and redesigned. This way, there will be an opportunity to achieve the best possible efficiency and cost savings.

Verenluovuttajien rekisteritiedon hyödyntäminen ja kontaktoinnin kehittäminen CRM-järjestelmän avulla

Diplomityön tavoitteena on kartoittaa Suomen Punaisen Ristin Veripalvelun verenluovutustoiminnan luovuttajahallinnan nyky- ja tavoitetilaa haastattelujen, havainnoinnin sekä dokumentaation perusteella. Kartoituksen ja kuiluanalyysin avulla voidaan arvioida Microsoftin asiakassuhteiden hallintaan tarkoitetun järjestelmän soveltuvuutta Veripalvelun käyttöön. Lisäksi arvioidaan strategisen CRM-viitekehyksen soveltamista Veripalvelun luovuttajasuhteiden hallintaan, joka tarjoaa kokonaisvaltaisen ja poikkifunktionaalisen näkemyksen kriittisiin prosesseihin ja aktiviteetteihin. Asiakassuhteiden hallinta pitää nähdä kokonaisvaltaisena, koko organisaatiota koskevana jatkuvan kehittämisen kohteena olevana toimintona joka tuo lisäarvoa sekä organisaatiolle itselleen että sen asiakkaille. Voittoa tavoittelemattoman organisaation toimintaympäristössä Veripalvelulla ei ole suoraa kilpailua, joka on otettava huomioon luovuttajasuhteiden hallinnassa. Tulevaisuuden tavoitteet kartoittamalla voi kohdeorganisaatio huomioida strategisesti tärkeä osa-alueet, jotka takaavat kilpailukyvyn ja mahdollistavat arvonluonnin asiakasprosesseissa.

Roadmap for Service Charging Development

Corporate support functions are increasingly being concentrated into service centers. Service Management principles guide companies in the transition. Service Financial Management is an integral part in supporting the strategic positioning of the service center. The main goal of this thesis is to create a step-by-step plan to improve and automate the service charging processes for the finance service function of the case company. Automating the service transaction data collection for reporting is expected to improve efficiency, reliability and transparency. Interviews with finance service managers are held to define current processes and areas for improvement. These create the basis for the creation of a development roadmap that takes place in two phases. The first phase is to create an environment where automation is possible, and the second phase is the automation of each finance service. Benchmarking interviews are held with the service centers in three other companies to discover best practices. The service charging processes between the studied companies are found incompatible, and suggestions for process automation cannot be inferred. Some implications of Service Financial Management decisions to the strategy of the service center are identified. The bundling of services and charging them inside or outside of the goal-setting frame of the business unit can be used to support the strategic choice and customer acceptance of the service center.

Suorituskyvyn mittaaminen työnjohdon apuvälineenä henkilöstön motivoinnissa elintarviketeollisuudessa

Tutkimuksen tavoitteena on selvittää miten tuotannon työnjohto voi osaltaan vaikuttaa henkilöstön työmotivaatioon hyödyntämällä suorituskyvyn mittaamista. Tutkimuksen empiirinen aineisto on hankittu haastattelemalla työnjohtoa ja suorittamalla kyselytutkimus tuotannon henkilöstölle. Yritykset mittaavat menestystekijöidensä suorituskykyä erilaisilla mittareilla, mutta usein mittaamisesta saatavaa tietoa ei osata hyödyntää parhaalla mahdollisella tavalla. Suorituskyvyn mittaamisen on muututtava suorituskyvyn johtamiseksi, jotta siitä on hyötyä yrityksen toiminnan kannalta. Suorituskyvyn johtamisessa mittaustuloksia tulkitaan ja niiden perusteella tehdään toimenpiteitä. Työmotivaatio vaikuttaa oleellisesti henkilöstön suoritukseen, joten on tärkeää, että työmotivaatioon kiinnitetään yrityksissä huomiota. Suorituskyvyn mittaamisella on mahdollista vaikuttaa työmotivaation taustalla oleviin tekijöihin, joiden avulla työmotivaatio paranee. Näitä tekijöitä ovat tavoitteiden asettaminen, selkeä viestiminen, palkitseminen ja vaikutusmahdollisuudet. Muita työmotivaatioon vaikuttavia tekijöitä ovat työympäristö ja kehittyminen työssä. Työnjohdon tehtävänä on hyödyntää mittaustietoa tuotannon henkilöstön johtamisessa.

Developing Supply Chain Process Management and Measurement in Global Manufacturing Company

The objective of this research is to create a current state analysis of pulp supply chain processes from production planning to deliveries to customers. A cross-functional flowchart is being used to model these processes. These models help finding key performance indicators (KPIs) which enable examinations of the supply chain efficiency. Supply chain measures in different processes reveal the changes need processes that affect the whole supply chain and its efficiency and competitiveness. Structure of pulp supply chain differs from most of the other supply chains. The fact that there are big volumes of bulk products, small product variations and supply forecasts are made for the year ahead make the difference. This factor brings different benefits but also challenges when developing supply chain. This thesis divides pulp supply chain in three different main categories: production planning, warehousing and transportation. It provides tools for estimating the functionality of supply chain as well as developing the efficiency for different functions of supply chain. By having a better understanding of supply chain processes and measurement the whole supply chain structure can be developed significantly.

Teacher survival : staying alive in the job of teaching /

This study presents information gathered during personal interviews with dynamic and capable teachers in the areas of preparedness for teaching, teaching concerns, survival skills and strategies, and how these teachers support themselves and others in the teaching profession. The data are related to Purkey and Novak's work on invitational education and connections are made to Combs' perceptual orientation. Potential participants were gathered through personal recommendations from their colleagues. All teachers recommended were approached and asked for voluntary participation. Of those who agreed to participate, 6 were selected based on gender and years of experience. There was a male and female participant at each of the following career levels: early, mid, and late. The 4 major survival skills that became apparent were the ability to believe in oneself and others, to act decisively upon that belief through personal and professional goal-setting as well as accessing resources, to actively seek opportunities for interaction with other professionals, and to celebrate personal and professional successes.

The perceptions of commune health workers about an education strategy received for counselling fathers about infant and breastfeeding involvement

Objective To evaluate the perceptions of healthcare workers in Vietnam about the efficacy of a continuing education strategy about father involvement and breastfeeding counselling. Design One group, post-test only, quasi-experimental design Method A questionnaire based on Social Cognitive Theory (SCT; Bandura, 2004) was disseminated to participants (N=28). This questionnaire measured self-efficacy, outcome expectations, socio-structural factors, goal setting and behaviour. Multiple regressions were analyzed predicting participants’ practice of client focused father involvement consulting. Results Bivariate correlations demonstrated the anticipated patterns of association between SCT-based constructs. Multiple regression analysis indicated that outcome expectations and barriers were significant predictors of client focused father involvement consulting. Conclusions Participants reported that the education increased their self-efficacy, outcome expectations and client focused father involvement consulting behaviour. Future education should be accessible, increase counselling confidence and address beliefs about the outcomes and challenges of father involvement consulting.

Resilience and Individualized Community Integration Interventions for Persons with Traumatic Brain Injuries

Investigators, caregivers, administrators and service users in the field of rehabilitation are increasingly interested in the concept of resilience, but the literature has very little to offer on interventions aimed at supporting the resilience of persons and their loved ones. This article describes the Personnalized Accompagnement Community Integration (ICII), which is intended to support the resilience of persons with moderate to severe traumatic brain injuries (TBIs). An ICII implementation is currently underway and is expected to support social participation and stimulate the resilience of persons with TBIs. It is based on four frames of reference: community integration founded on the person’s perception of their community integration, the ecosystemic model, the handicap production process (HPP) model, and the goal-setting process. ICII adopts an intervention perspective centered on the life plan of the person with a TBI.

L’étude du processus psychologique présent lors de l’entraînement délibéré chez des patineurs artistiques élites

L’entraînement délibéré joue un rôle essentiel dans le développement de l’excellence sportive. Cette pratique est décrite comme étant une activité menée dans un but d’amélioration exigeant un niveau élevé d’effort et de concentration et n’étant pas nécessairement plaisante. Bien que les aspects quantitatifs de la pratique délibérée aient grandement été explorés, peu d’études se sont attardées à qualifier ce processus de façon précise. Ainsi, l’objectif de la présente étude est de définir précisément ce qu’est un entraînement de qualité ainsi que le processus psychologique s’y rattachant. Pour ce faire, des entrevues semi-structurées ont été menées auprès de douze patineurs élites québécois. L’analyse des données, par théorisation ancrée, démontre qu’un entraînement de haute qualité est le résultat d’une interaction dynamique de plusieurs facteurs liés à l’athlète, à son environnement, au contenu de son entraînement et à son état psychologique. Plus précisément, la confiance, la motivation, la concentration et l’attitude positive sont les habiletés psychologiques qui peuvent affecter l’entraînement. En fait, l’analyse démontre qu’un processus psychologique important s’opère lors de l’entraînement délibéré. Tout d’abord, des stratégies cognitives et comportementales comme l’imagerie mentale, la fixation d’objectifs et la routine sont utilisées par les athlètes pour se préparer à l’entraînement. Puis, lorsque son état psychologique est affecté négativement, l’athlète a recours à différentes stratégies afin d’optimiser cet état. Si ces stratégies s’avèrent efficaces, la qualité de l’entraînement est maintenue et l’athlète en ressort avec l’impression d’avoir progressé autant sur le plan technique, mental qu’émotionnel.