Determination of potential value drivers by identifying customer expectations and perceived value

The purpose of this exploratory research is to identify the potential value drivers regarding a new service offering. More specifically, the aim is to build understanding of customer expectations and perceived value of energy efficiency solutions in the building’s sector. The knowledge is then used in defining potential value drivers. The research is conducted from the customer’s perspective in a business-to-business context. The theory part of the master’s thesis focuses on discussing the antecedents of customer expectations and customer value. The theory gives implications how to determine value drivers and develop value propositions as well as conduct value assessment. The empirical part is based on the qualitative research method. The research was conducted as a single-case study, and the primary data was collected through semi-structured interviews with potential customers. The results of the research revealed that the customer expectations are connected to being able to define value drivers. In addition, the research revealed generic themes relating to the offering and customer-supplier relationship, which help in the process of identifying potential value drivers. The results were discussed in terms of product-, service-, price- and relationship-related value drivers for the new service. Based on the data analysis the dominant value drivers are elaborated in terms of identified customer benefits and customer sacrifices (costs). Finally, some implications of value proposition and value assessment to support the value delivery were given.

The role of emotions in value creation for families in pediatric health care

The purpose of this study was to analyze emotions related to a child’s critical illness from the perspective of the family and discuss the link those emotions might form with value creation. High quality service is of paramount importance in hospital care, especially when a child is diagnosed with critical illness. Through the analysis of patient family emotions and their triggers, the study was aiming to deepen the understanding of value creation for customer. Therefore, the research sought to find answers to the following three sub-questions: 1. What are the emotions experienced? 2. What triggers them? 3. How are the emotions linked to amelioration or aggravation of value for patient and family? The theoretical background of this research is built on two core concepts: emotions and value creation. As both concepts are wide and multifaceted, the research concentrates on viewing emotions from the applicable cognitive angle, identifying and categorizing emotions in a general level. Value creation is studied from the service perspective, discussing the possible relations between emotions and value creation. Moreover, the suitability of views regarding customer value co-creation to health care encounters is analyzed. Qualitative approach was selected as the most appropriate methodology for conducting the empirical research. The empirical data was collected from public blogs, for which a total of 18 blogs were reviewed. Five blogs were selected for the analysis, which had the intent of identifying the emotions experienced by patient families and deepening the knowledge of their role in value creation during health care service encounters. The empirical study of this research discovered a wide range of positive and negative emotions, which denotes that a severe life situation does not prevent the feeling of positive emotions. Furthermore, by combining the empirical findings to the theoretical background, this study concludes that recognizing and treating the patient family as a partner and value creator is essential. The high quality technical aspect of care is vital, but it is not the sole attribute for service quality, as the interpersonal communication plays a large role in the customer’s overall assessment of the health care performance. The patients and their families largely evaluate the service encounter based on their perceptions, thus emotions play a significant role. Depending on the service experience, value maybe created or destructed. Hence, this study posits emotion at the core of the service encounter, indicating towards the importance of active assessment of customer perceptions and the recognition of the emotional states

Association Between Polymorphisms in GRIK2 Gene and Obsessive-Compulsive Disorder: A Family-Based Study

Several studies support a genetic influence on obsessive-compulsive disorder (OCD) etiology. The role of glutamate as an important neurotransmitter affecting OCD pathophysiology has been supported by neuroimaging, animal model, medication, and initial candidate gene studies. Genes involved in glutamatergic pathways, such as the glutamate receptor, ionotropic, kainate 2 (GRIK2), have been associated with OCD in previous studies. This study examines GRIK2 as a candidate gene for OCD susceptibility in a family-based approach. Probands had full DSM-IV diagnostic criteria for OCD. Forty-seven OCD probands and their parents were recruited from tertiary care OCD specialty clinics from France and USA. Genotypes of single nucleotide polymorphism (SNP) markers and related haplotypes were analyzed using Haploview and FBAT software. The polymorphism at rs1556995 (P = 0.0027; permuted P-value = 0.03) was significantly associated with the presence of OCD. Also, the two marker haplotype rs1556995/rs1417182, was significantly associated with OCD (P = 0.0019, permuted P-value = 0.01). This study supports previously reported findings of association between proximal GRIK2 SNPs and OCD in a comprehensive evaluation of the gene. Further study with independent samples and larger sample sizes is required.

Conceptual model for decomposing the value for the customer

Value has been defined in different theoretical contexts as need, desire, interest, standard /criteria, beliefs, attitudes, and preferences. The creation of value is key to any business, and any business activity is about exchanging some tangible and/or intangible good or service and having its value accepted and rewarded by customers or clients, either inside the enterprise or collaborative network or outside. “Perhaps surprising then is that firms often do not know how to define value, or how to measure it” (Anderson and Narus, 1998 cited by [1]). Woodruff echoed that we need “richer customer value theory” for providing an “important tool for locking onto the critical things that managers need to know”. In addition, he emphasized, “we need customer value theory that delves deeply into customer’s world of product use in their situations” [2]. In this sense, we proposed and validated a novel “Conceptual Model for Decomposing the Value for the Customer”. To this end, we were aware that time has a direct impact on customer perceived value, and the suppliers’ and customers’ perceptions change from the pre-purchase to the post-purchase phases, causing some uncertainty and doubts.We wanted to break down value into all its components, as well as every built and used assets (both endogenous and/or exogenous perspectives). This component analysis was then transposed into a mathematical formulation using the Fuzzy Analytic Hierarchy Process (AHP), so that the uncertainty and vagueness of value perceptions could be embedded in this model that relates used and built assets in the tangible and intangible deliverable exchange among the involved parties, with their actual value perceptions.

Supply chain integration model: practices and customer values

Dissertation to obtain PhD in Industrial Engineering

Evaluation of an online, case-based interactive approach to teaching pathophysiology

AIM: The aim of this study was to evaluate a new pedagogical approach in teaching fluid, electrolyte and acid-base pathophysiology in undergraduate students. METHODS: This approach comprises traditional lectures, the study of clinical cases on the web and a final interactive discussion of these cases in the classroom. When on the web, the students are asked to select laboratory tests that seem most appropriate to understand the pathophysiological condition underlying the clinical case. The percentage of students having chosen a given test is made available to the teacher who uses it in an interactive session to stimulate discussion with the whole class of students. The same teacher used the same case studies during 2 consecutive years during the third year of the curriculum. RESULTS: The majority of students answered the questions on the web as requested and evaluated positively their experience with this form of teaching and learning. CONCLUSIONS: Complementing traditional lectures with online case-based studies and interactive group discussions represents, therefore, a simple means to promote the learning and the understanding of complex pathophysiological mechanisms. This simple problem-based approach to teaching and learning may be implemented to cover all fields of medicine.

A probabilistic approach to niche-based community models for spatial forecasts of assemblage properties and their uncertainties

Aim Conservation strategies are in need of predictions that capture spatial community composition and structure. Currently, the methods used to generate these predictions generally focus on deterministic processes and omit important stochastic processes and other unexplained variation in model outputs. Here we test a novel approach of community models that accounts for this variation and determine how well it reproduces observed properties of alpine butterfly communities. Location The western Swiss Alps. Methods We propose a new approach to process probabilistic predictions derived from stacked species distribution models (S-SDMs) in order to predict and assess the uncertainty in the predictions of community properties. We test the utility of our novel approach against a traditional threshold-based approach. We used mountain butterfly communities spanning a large elevation gradient as a case study and evaluated the ability of our approach to model species richness and phylogenetic diversity of communities. Results S-SDMs reproduced the observed decrease in phylogenetic diversity and species richness with elevation, syndromes of environmental filtering. The prediction accuracy of community properties vary along environmental gradient: variability in predictions of species richness was higher at low elevation, while it was lower for phylogenetic diversity. Our approach allowed mapping the variability in species richness and phylogenetic diversity projections. Main conclusion Using our probabilistic approach to process species distribution models outputs to reconstruct communities furnishes an improved picture of the range of possible assemblage realisations under similar environmental conditions given stochastic processes and help inform manager of the uncertainty in the modelling results

Using niche-based models to improve the sampling of rare species

Because data on rare species usually are sparse, it is important to have efficient ways to sample additional data. Traditional sampling approaches are of limited value for rare species because a very large proportion of randomly chosen sampling sites are unlikely to shelter the species. For these species, spatial predictions from niche-based distribution models can be used to stratify the sampling and increase sampling efficiency. New data sampled are then used to improve the initial model. Applying this approach repeatedly is an adaptive process that may allow increasing the number of new occurrences found. We illustrate the approach with a case study of a rare and endangered plant species in Switzerland and a simulation experiment. Our field survey confirmed that the method helps in the discovery of new populations of the target species in remote areas where the predicted habitat suitability is high. In our simulations the model-based approach provided a significant improvement (by a factor of 1.8 to 4 times, depending on the measure) over simple random sampling. In terms of cost this approach may save up to 70% of the time spent in the field.

Toimitusketjun kehittäminen tukkujakelukanavassa

Asiakaslähtöinen liiketoimintatapa on voimakkaasti valtaamassa alaa tuote- ja tuotanto-orientoituneelta. Tuotteiden erinomaisuus koetaan markkinoilla yhä enenevässä määrin itsestään selvyydeksi. Prosessien tehokas hallitseminen ja asiakkaan kokeman lisäarvon muodostaminen ovat muodostuneet ratkaisevimmaksi kilpailuedun luojaksi. Toimitusketjun hallinnalla on tämän kilpailuedun muodostumisessa ratkaiseva rooli. Diplomityö käsittelee toimitusketjun hallinnan tarjoamia mahdollisuuksia kehittää kohdeyrityksen tukkujakelukanavaa. Työssä pureudutaan toimitusketjun ohjauksen ja sähköisen liiketoiminnan mukanaan tuomien mahdollisuuksien hyödyntämiseen. Tärkeinä kehitystyön menetelminä esitetään toimitusketjun yhteistyön tiivistäminen ja informaation integraatio sekä näiden merkitys toimitusketjussa esiintyvän kysynnän piiskavaikutuksen vähentämiseksi.Työn empiirisen osan tuloksena on luotu kuvaus tutkitusta jakelukanavasta välillä loppuasiakas – kohdeyritys, sen toimitusketjun ohjauksesta ja toteutuneesta toiminnasta. Tämän perusteella on jakelukanavalle luotu kehitysmalli. Malli pitää sisällään viitekehyksen toimitusketjun ohjaukselle, käytännön toimenpide-ehdotukset ja saavutettavien hyötyjen arvioinnin.

Sisällönhallintajärjestelmän käyttö verkkopalvelun pohjana, case: Plone-sisällönhallintajärjestelmän rakenne, toiminta ja räätälöinti

Asiakaspalvelun tarjoamisesta Internet-verkon kautta tulee jatkuvasti tärkeämpää. Aitoa asiakashyötyä tuottavien palvelujen pystyttäminen ja tuottaminen on pienyritysten resursseilla vähintäänkin vaikeaa ja riskialtista. Mahdollisuus käyttää vapaaseen käyttöön lisensoituja avoimen lähdekoodin ohjelmistoja asiakkaille tarjottavien palvelujen perustana madaltaa näinollen pienyritysten kynnystä tarjota palvelua Internet-verkossa. Yrityksen tarjoamien palvelujen perustaksi on nykyään saatavilla jo kokonaisia valmiita avoimeen lähdekoodiin perustuvia ohjelmistosovelluksia. Suurin osa niistä on kuitenkin tehty jotakin rajattua tarkoitusta varten. Pyrittäessä laajentamaan asiakkaille tarjottua palvelua huomataankin tällöin, että ohjelmistosovelluksen laajentaminen muodostaa alkuperäistäkin korkeamman kynnyksen. Toisen ohjelmiston integrointi alkuperäisen kanssa ei sekään ole mahdollinen vaihtoehto – vaikka sellainen uuden palvelun perustaksi löytyisikin. WWW-sisällönhallintajärjestelmät sopivat yleiskäyttöisyytensä ansiosta hyvinkin vaihtelevien palveluiden perustaksi. Yrityksen verkkopalvelu voidaan toteuttaa esimerkiksi vapaasti saatavaan Plone-sisällönhallintajärjestelmään perustuen. Tällöin palvelujen laajentamisen ja uusien tarjoamisen kynnys oletettavasti madaltuu ratkaisevasti, järjestelmän valmiiksi sisältämien monipuolisten toimintojen ansiosta. Paikallisen pienyrityksen verkkopalvelua toteuttaessa todettiin Plonen olevan hyvin tarkoitukseen sopiva. Vähänkin merkittävämmät järjestelmään tehtävät muutokset edellyttävät kuitenkin varsin syvällistä perehtymistä sen osiin ja toimintaan. Koska tarjottavan palvelun tuli olla mahdollisimman helppo lähestyä ja käyttää, järjestelmää oli muun tarvittavan räätälöinnin lisäksi vielä muutettava yksinkertaisemmaksi: Esimerkiksi järjestelmän tarjoamasta valmiista käyttöliittymästä oli räätälöitävä yksinkertaistettu palvelunkäyttöliittymä. Myös palvelun ylläpitäjien koulutukseen oli panostettava. Järjestelmän ylläpidosta tehtiin palvelusopimus, koska asiakkaalla ei ole tarvittavaa teknistä osaamista.

Development of e-Service tools for customer services and processes, Case: KONE Oyj Finland

Tutkimuksen tavoitteena oli selvittää miten kehittää yrityksen nykyistä e-palvelujärjestelmää, Internet -teknologiaan perustuvaa sähköisiä kommunikaatio- ja tiedonjakojärjestelmää, yrityksen business-to-business asiakkuuksien johtamisessa. Tavoitteena oli myös luoda ehdotukset uusista e-palvelusopimusmalleista. Tutkimuksen teoriaosuudessa pyrittiin kehittämään aikaisempiin tutkimuksiin, tietokirjallisuuteen ja asiantuntijoihin perustuva viitekehysmalli. Empiirisessä osassa tutkimuksen tavoitteisiin pyrittiin haastattelemalla yrityksen asiakkaita ja henkilöstöä, sekä tarkastelemalla asiakaskontaktien nykyistä tilaa ja kehittymistä. Näiden tietojen perusteella selvitettiin e-palvelun käyttäjien tarpeita, profiilia ja valmiuksia palvelun käyttöön sekä palvelun nykyistä houkuttelevuutta. Tutkimuksen teoriaosan lähdeaineistona käytettiin kirjallisuutta, artikkeleita ja tilastoja asiakashallinnasta sekä e-palveluiden, erityisesti Internet ja verkkopalveluiden markkinoinnista, nykytilasta sekä palveluiden kehittämisestä. Lisäksi tutkittiin kirjallisuutta arvoverkostoanalyysistä, asiakkaan arvosta, informaatioteknologiasta, palvelun laadusta ja asiakastyytyväisyydestä. Tutkimuksen empiirinen osa perustuu yrityksen henkilöstöltä sekä asiakkailta haastatteluissa kerättyihin tietoihin, yrityksen ennalta keräämiin materiaaleihin sekä Taloustutkimuksen keräämiin tietoihin. Tutkimuksessa käytettiin case -menetelmää, joka oli yhdistelmä sekä kvalitatiivista että kvantitatiivista tutkimusta. Casen tarkoituksena oli testata mallin paikkansapitävyyttä ja käyttökelpoisuutta, sekä selvittää onko olemassa vielä muita tekijöitä, jotka vaikuttavat asiakkaan saamaan arvoon. Kvalitatiivinen aineisto perustuu teemahaastattelumenetelmää soveltaen haastateltuihin asiakkaisiin ja yrityksen työntekijöihin. Kvantitatiivinen tutkimus perustuu Taloustutkimuksen tutkimukseen ja yrityksen asiakaskontakteista kerättyyn tietoon. Haastatteluiden perusteella e-palvelut nähtiin hyödyllisinä ja tulevaisuudessa erittäin tärkeinä. E-palvelut nähdään yhtenä tärkeänä kanavana, perinteisten kanavien rinnalla, tehostaa business-to-business -asiakkuuksien johtamista. Tutkimuksen antamien tulosten mukaan asiakkaiden palveluun liittyvän tieto-, taito-, tarpeellisuus- ja kiinnostavuustasojen vaihtelevaisuus osoittaa selvän tarpeen eritasoisille e-palvelupaketti ratkaisuille. Tuloksista muodostettu ratkaisuehdotus käsittää neljän eri e-palvelupaketin rakentamisen asiakkaiden eri tarpeita mukaillen.

Asiakaslähtöisyyden huomioiminen teollisuusyritysten hinnanasetannassa

Tämän työn tarkoituksena oli tutkia tuotteen hinnanasetantaa teollisuusyrityksissä asiakaslähtöisyyden näkökulmasta. Hinnoittelumenetelmiä ja hinnoittelustrategioita tutkimalla pyrittiin etsimään ne tekijät, jotka tulisi ottaa huomioon suunniteltaessa arvoperusteista hinnoittelumenetelmää. Tutkimus on toteutettu yhden tapauksen kvalitatiivisena tutkimuksena ja se suoritettiin teollisuuden tuotteita valmistavassa yrityksessä. Haastattelut tehtiin vuoden 2008 alussa yksilöhaastatteluina käyttäen pohjana puolistrukturoitua haastattelurunkoa. Tutkimustulokset osoittavat, että kohdeyrityksestä voidaan löytää ne tekijät, jotka teorian mukaan tulisi ottaa huomioon suunniteltaessa asiakkaan arvoon perustuvaa hinnoittelua. Tutkimustulosten mukaan asiakaslähtöisyyttä tarkastellaan asiakkaan näkökulmasta. Asiakas määrittelee näin ollen itse tuotteista kokemansa/havaitsemansa arvon. Tuotteen arvon onnistunut argumentointi asiakkaalle nähdään myös tärkeänä kilpailutekijänä.

The value of digitalization of services in the new service development

The purpose of this thesis is to study factors that have an impact on the company’s capabilities to identify and analyze the value of digitalization of services during the early stages of service development process and evaluate them from the perspective of a case company. The research problem was defined: “How digitalization of services affects delivering the services of the future?” The research method of this thesis was based on the qualitative case study which aimed to study both company’s and customer’s set of values. The study included a literature review and a development study. The empirical research part consisted of analyzing three existing services, specifying a new digital service concept and its feasibility analysis as part of a business requirement phase. To understand the set of values, 10 stakeholder interviews were conducted and earlier customer surveys were utilized, and additionally, a number of meetings were conducted with the case company representatives to develop service concept, and evaluate the findings. The impact of the early stages of service development process discovered to reflect directly in the capabilities of the case company to identify and create customer value were related to the themes presented in the literature review. In order to specify the value achieved from the digitalization the following areas of strategic background elements were deepened during the study: Innovations, customer understanding and business service. Based on the findings, the study aims to enhance the case company’s capability to identify and evaluate the impact of the digitalization in delivering services of the future. Recognizing the value of digital service before the beginning of the development project is important to the businesses of both customer and provider. By exploring the various levels of digitalization one can get the overall picture of the value gained from utilizing digital opportunities. From the development perspective, the process of reviewing and discovering the most promising opportunities and solutions is the key step in order to deliver superior services. Ultimately, a company should understand the value outcome determination of the individual services as well as their digital counterparts.

Enhancing the development of military capabilities by a systems approach

The political environment of security and defence has changed radically in the Western industrialised world since the Cold War. As a response to these changes, since the beginning of the twenty-first century, most Western countries have adopted a ‘capabilities-based approach’ to developing and operating their armed forces. More responsive and versatile military capabilities must be developed to meet the contemporary challenges. The systems approach is seen as a beneficial means of overcoming traps in resolving complex real -world issues by conventional thinking. The main objectives of this dissertation are to explore and assess the means to enhance the development of military capabilities both in concept development and experimentation (CD&E) and in national defence materiel collaboration issues. This research provides a unique perspective, a systems approach, to the development areas of concern in resolving complex real-world issues. This dissertation seeks to increase the understanding of the military capability concept both as a whole and with in its life cycle. The dissertation follows the generic functionalist systems methodology by Jackson. The methodology applies a comprehensive set of constitutive rules to examine the research objectives. This dissertation makes contribution to current studies about military capability. It presents two interdepen dent conceptual capability models: the comprehensive capability meta-model (CCMM) and the holistic capability life cycle model (HCLCM). These models holistically and systematically complement the existing, but still evolving, understanding of military capability and its life cycle. In addition, this dissertation contributes to the scientific discussion of defence procurement in its broad meaning by introducing the holistic model about the national defence materiel collaboration between the defence forces, defence industry and academia. The model connects the key collaborative mechanisms, which currently work in isolation from each other, and take into consideration the unique needs of each partner. This dissertation contributes empirical evidence regarding the benefits of enterprise architectures (EA) to CD&E. The EA approach may add value to traditional concept development by increasing the clarity, consistency and completeness of the concept. The most important use considered for EA in CD&E is that it enables further utilisation of the concept created in the case project.

Telan ja nuohoimen kunnossapitopalveluiden kehittämisvaihtoehdot: kannattavuus ja markkinat

The purpose of this thesis was to find possible development options for roll and sootblower maintenance services in an industrial maintenance company. In addi-tion company wanted to know the size of the maintenance market in both of these services and what services it should offer to markets. Research method of this work was case-study and research approach was mainly analytical but it also had some features of constructive approach. This thesis consists of theoretical literature review and empirical case-study. Theoretical part of this thesis included theories about strategic planning of maintenance, service production, customer value, profitability and methods to analyze company’s current environment. Strategic maintenance elements, service concept and aspects of customer value were found to plan and develop maintenance services. The result of the empirical part of this thesis was that problems in roll maintenance were narrowed down to organization of mainte-nance services and in sootblower maintenance services problems were narrowed down to maintenance methods. Based on this scope four development options were formed which of all turned out to be profitable. Market size for roll and maintenance services in Eastern Finland was determined and recommendations of services, which company should offer to these markets, were given.