Creating customer relationship management concept for engineering and service business

Customer relationship management has been one essential part of marketing for over 20 years. Today’s business environment is fast changing, international and highly competitive, and that is why the most important factor for long-term profitability is one-to-one customer relationships. However, managing relationships and serving customers that are profitable has been always challenging. In this thesis the objective was to define the main obstacles that the case company must overcome to succeed in CRM. Possible solutions have also been defined. The main elements of the implementation i.e. people, processes and technologies, can clearly be found behind these matters and solutions. This thesis also presents theoretical information about CRM and it is meant to act as a guide book inside the organisation to spread information about CRM for those who are not so familiar with the topic.

Comparison of electricity generation costs

The economical competitiveness of various power plant alternatives is compared. The comparison comprises merely electricity producing power plants. Combined heat and power (CHP) producing power will cover part of the future power deficit in Finland, but also condensing power plants for base load production will be needed. The following types of power plants are studied: nuclear power plant, combined cycle gas turbine plant, coal-fired condensing power plant, peat-fired condensing power plant, wood-fired condensing power plant and wind power plant. The calculations are carried out by using the annuity method with a real interest rate of 5 % per annum and with a fixed price level as of January 2008. With the annual peak load utilization time of 8000 hours (corresponding to a load factor of 91,3 %) the production costs would be for nuclear electricity 35,0 €/MWh, for gas based electricity 59,2 €/MWh and for coal based electricity 64,4 €/MWh, when using a price of 23 €/tonCO2 for the carbon dioxide emission trading. Without emission trading the production cost of gas electricity is 51,2 €/MWh and that of coal electricity 45,7 €/MWh and nuclear remains the same (35,0 €/MWh) In order to study the impact of changes in the input data, a sensitivity analysis has been carried out. It reveals that the advantage of the nuclear power is quite clear. E.g. the nuclear electricity is rather insensitive to the changes of nuclear fuel price, whereas for natural gas alternative the rising trend of gas price causes the greatest risk. Furthermore, increase of emission trading price improves the competitiveness of the nuclear alternative. The competitiveness and payback of the nuclear power investment is studied also as such by using various electricity market prices for determining the revenues generated by the investment. The profitability of the investment is excellent, if the market price of electricity is 50 €/MWh or more.

Customer-Related Internal Communication in a Global Matrix Organization

The objective of the thesis was to explore the nature and characteristics of customer-related internal communication in a global industrial matrix organization during a specific customer relationship, and how it could be improved. The theoretical part of the study views the field of the concepts of intra-organizational information and knowledge sharing. The theoretical part also views the internal communications influences to customer relationships, its problematic, and the suggestions to improve internal communication in literature. The empirical part of the study was conducted with the Content Analysis and the Social Network Analysis as research methods. The data was collected by interviews and a questionnaire. Internal communication was observed first generally within the organization from the point of view of a certain business, and secondly, during a specific customer relationship at personal level and at departmental level. The results of the study describe the nature and characteristics of internal communication in the organization. The results give 13 suggestions for improving internal communication in the organization. Although the study has been done in one specific organization, it also offers insights for other organizations as well as managers to improve their internal communication.

Customer driven business model – connecting customer value to firm resources in ICT value networks

The objective of this thesis is to provide a business model framework that connects customer value to firm resources and explains the change logic of the business model. Strategic supply management and especially dynamic value network management as its scope, the dissertation is based on basic economic theories, transaction cost economics and the resource-based view. The main research question is how the changing customer values should be taken into account when planning business in a networked environment. The main question is divided into questions that form the basic research problems for the separate case studies presented in the five Publications. This research adopts the case study strategy, and the constructive research approach within it. The material consists of data from several Delphi panels and expert workshops, software pilot documents, company financial statements and information on investor relations on the companies’ web sites. The cases used in this study are a mobile multi-player game value network, smart phone and “Skype mobile” services, the business models of AOL, eBay, Google, Amazon and a telecom operator, a virtual city portal business system and a multi-play offering. The main contribution of this dissertation is bridging the gap between firm resources and customer value. This has been done by theorizing the business model concept and connecting it to both the resource-based view and customer value. This thesis contributes to the resource-based view, which deals with customer value and firm resources needed to deliver the value but has a gap in explaining how the customer value changes should be connected to the changes in key resources. This dissertation also provides tools and processes for analyzing the customer value preferences of ICT services, constructing and analyzing business models and business concept innovation and conducting resource analysis.

Doses monitoring in radiology: calibration of air kerma-area product (PKA) meters

Objective The authors have sought to study the calibration of a clinical PKA meter (Diamentor E2) and a calibrator for clinical meters (PDC) in the Laboratory of Ionizing Radiation Metrology at Instituto de Energia e Ambiente - Universidade de São Paulo. Materials and Methods Different qualities of both incident and transmitted beams were utilized in conditions similar to a clinical setting, analyzing the influence from the reference dosimeter, from the distance between meters, from the filtration and from the average beam energy. Calibrations were performed directly against a standard 30 cm3 cylindrical chamber or a parallel-plate monitor chamber, and indirectly against the PDC meter. Results The lowest energy dependence was observed for transmitted beams. The cross calibration between the Diamentor E2 and the PDC meters, and the PDC presented the greatest propagation of uncertainties. Conclusion The calibration coefficient of the PDC meter showed to be more stable with voltage, while the Diamentor E2 calibration coefficient was more variable. On the other hand, the PDC meter presented greater uncertainty in readings (5.0%) than with the use of the monitor chamber (3.5%) as a reference.

Expanding the Customer Relationship Management scope to the non-profit organizations : an analysis focused on the e-university domain

Peer-reviewed

Analysis of outliers in electricity spot prices with exampleof New England and New Zealand markets

Electricity spot prices have always been a demanding data set for time series analysis, mostly because of the non-storability of electricity. This feature, making electric power unlike the other commodities, causes outstanding price spikes. Moreover, the last several years in financial world seem to show that ’spiky’ behaviour of time series is no longer an exception, but rather a regular phenomenon. The purpose of this paper is to seek patterns and relations within electricity price outliers and verify how they affect the overall statistics of the data. For the study techniques like classical Box-Jenkins approach, series DFT smoothing and GARCH models are used. The results obtained for two geographically different price series show that patterns in outliers’ occurrence are not straightforward. Additionally, there seems to be no rule that would predict the appearance of a spike from volatility, while the reverse effect is quite prominent. It is concluded that spikes cannot be predicted based only on the price series; probably some geographical and meteorological variables need to be included in modeling.

Combining Customer Requirements and Modularity in Complete Tap Water Solution

This thesis studies forming a complete solution concept for tap water systems in project business environment. The aim of the study is to find tools and means for the target company to determine the scope of their tap water solution offering and to research what kind of organizational capabilities and resources are needed to supply such system solutions. With the help of literature, the characteristics of systems selling and project business and thematics of systems integration and integrated solutions are examined, and the significance of modularity and customer requirements in the given operational environment is discussed. After this, a checklist tool for customer requirements management is developed for the tap water system along with a module allocation method. The study proposes that with the checklist and module allocation the technical specifications can be extensively and innovatively defined for the system. The tools developed are a part of a complete tap water solution concept, which suggests that integrated solutions might constitute possibilities for the company to outperform its competitors when the traditional business methods of the industry are becoming obsolete.

Mittausvirtoihin liittyvä standardointi- ja kooditusehdotus uusilla energiamarkkinoilla

Sähkömarkkinaosapuolet ovat havainneet lukuisia puutteita ja haasteita tietojärjestelmien tiedonvaihtoon liittyvissä kysymyksissä. Tässä työssä käsitellään tiedonvaihdon ongelmaa mittausvirtojen kannalta. Tiedonvaihdon lisääntyminen ja sanomien monipuolistuminen on johtanut siihen, että läheskään kaikki tarpeelliset sanomat eivät ole standardoitu, ja jo luoduissa tai ehdotetuissa standardeissa on huomattavia eroavaisuuksia mm. eri maiden välillä. Tässä työssä kuvataan nykyinen automaattisen mittarinlukujärjestelmän ja jakeluverkkoyhtiön mittaustietovaraston välinen tiedonvaihtoratkaisu ja siihen liittyvät mittaustietovirrat. Työssä esitellään myös älykkäiden mittarien tuomia hyötyjä ja pohditaan uusien mittausten tuomia mahdollisuuksia. Lisäksi pohditaan nykyisten tietovirtojen koodituskäytäntöjen toimivuutta ja niiden puutteita ja ongelmia. Työssä laaditaan esimerkki standardi mittausvirtakonfiguraation mallintamiseksi sähkömarkkinoilla. Työn painopiste on energiamittaustietojen tietovirroissa lähtien laskutuksen tarpeista. Tavoitteena on automaattisten mittarinhallintaprojektien tuomien älykkäiden mittarien uusien mittausten aiheuttaman ja mahdollistaman tietovirran standardointi. Työssä pohditaan, kuinka tietovirta saadaan eheästi siirtymään mittauspalveluntarjoajan ja jakeluverkkoyhtiön järjestelmien välillä sekä miten uudet tiedonkäyttötarpeet tulisi koodittaa. Uudet sanomastandardiehdotukset esitetään XML-mallein, ja lopuksi pohditaan mallien toimivuutta ja niihin tarvittavia jatkokehitystarpeita.

Factors of customer project profitability in an engineering industrial enterprise

The purpose of the study is to find factors affecting projects' profitability in project business. The issue is approached from customer profitability and project management point of view. The study has been made for a big Finnish company acting in a global market place. The research method is quantitative. Research hypotheses are based on the literature. The used database is originated from the company's ERP- (enterprise resource planning) and project financial follow-up —system. The findings of the study supported the hypotheses weakly. Obviously profitability fluctuated depending on a customer and a project manager. The reasons could not be justified with the variables used in the research.

Sähkönjakeluverkon primäärikomponenttien elinkaarianalyysi

Tässä työssä on tarkasteltu sähkönjakeluverkon primäärikomponenttien elinkaaria niiden energiankulutuksen näkökulmasta. Työssä kerrotaan elinkaarianalyysin käyttämisestä tutkimusmenetelmänä erityisesti sähkönjakeluverkkojen tarkastelussa. Tarkasteltaviksi komponenteiksi on valittu 110 kV/20 kV sähköasemalta päämuuntajat ja keskijännitepuolen kojeistot, keskijännitejohtolähdön maakaapeli ja ilmajohtorakenteet sekä jake-lumuuntajat, pienjännitemaakaapelit ja -avojohdot. Työssä esitetään yksinkertainen menetelmä komponenttien elinkaarien aikana kuluvan energiamäärän ja siitä aiheutuvien CO2-päästöjen arviointiin. Lisäksi esitetään tuloksia tehdyistä esimerkkitarkasteluista ja analyysin lähtötietojen määrittämisestä. Työn tarkoitus on auttaa verkkoyhtiöitä arvioimaan komponentti-investointien kannattavuutta energiatehokkuuden näkökulmasta. Energiahäviöt ovat usein verkkoyhtiön suurin asiakas ja päästökaupan myötä myös CO2-päästöillä on hintansa. Energiatehokkaiden ratkaisujen käyttäminen on tullut entistä tärkeämmäksi komponentteja uusittaessa.

Managing Customer Retention in Health and Fitness Club Industry

The objective of this study is to resolve how customer retention is managed in Finnish health and fitness clubs, and how is this comparable with the theoretical aspects of customer retention. It is also discussed how the process leading to customer retention is handled, and what the essential elements of customer retention and loyalty are specifically in the health and fitness club industry. In addition, it is discussed to what extent do health and fitness club companies implement the elements of customer retention in their businesses. Finally, there is discussion about the relationship and priority between the behavioral and attitudinal methods of creating retention in the companies. The data was collected by interviewing the management of six health and fitness clubs from different geographical regions in Finland. Results indicated that the most important constructs concerning customer retention were switching barriers, pricing strategy, competitive aspect, corporate image, service quality, employee retention, and customer satisfaction. In addition, the implementation of customer retention was found to vary between different sized companies and companies from different geographical locations. Moreover, it was discovered that the companies put more effort in constructs that are considered to create customer loyalty instead of retention.

Automatic meter reading – benefits and applications

In liberalized electricity markets, which have taken place in many countries over the world, the electricity distribution companies operate in the competitive conditions. Therefore, accurate information about the customers’ energy consumption plays an essential role for the budget keeping of the distribution company and for correct planning and operation of the distribution network. This master’s thesis is focused on the description of the possible benefits for the electric utilities and residential customers from the automatic meter reading system usage. Major benefits of the AMR, illustrated in the thesis, are distribution network management, power quality monitoring, load modelling, and detection of the illegal usage of the electricity. By the example of the power system state estimation, it was illustrated that even the partial installation of the AMR in the customer side leads to more accurate data about the voltage and power levels in the whole network. The thesis also contains the description of the present situation of the AMR integration in Russia.

Analyzing customer profitability: an empirical study

The purpose of this study was to define the customer profitability of the case company as well as to specify the factors that explain customer profitability. The study was made with a quantitative research method. The research hypotheses were formulated mainly on the grounds of previous research, and were tested with statistical research methods. The research results showed that customer profitability is not equally distributed among the customers of the case company, and the majority of its customers is profitable. The interpreters for absolute customer profitability were sales volume and the customer’s location region. The interpreters for relative customer profitability were the customer’s location region and the product segment into which a customer can be classified on the basis of the products that were sold to this customer.