Il settore Energy & Utilities: un modello di business per il recupero dell'efficienza nella gestione del Cliente

Il Lavoro si inserisce nel quadro complesso del settore Energy & Utilities e si propone l’obiettivo di analizzare l’attuale mercato dell’energia per individuarne i driver al cambiamento e presentare un innovativo modello di business per le aziende di vendita di energia, con lo scopo di recuperare efficienza nella gestione del Cliente finale, cercando di quantificarne i vantaggi potenziali. L’attività di studio e progettuale è stata svolta nell’ambito di un periodo di tirocinio formativo della durata di sei mesi, effettuato presso Engineering Ingegneria Informatica S.p.A., in particolare nella sede di viale Masini di Bologna, a seguito della candidatura autonoma dello studente e del suo immediato inserimento nei processi di business della divisione Utilities dell’azienda. Il Lavoro si suddivide in 9 capitoli: dopo una breve introduzione sul settore Energy&Utilities, nei primi quattro capitoli sono descritte le filiere produttive dei principali servizi, i principali attori del mercato e gli aspetti normativi e tariffari che caratterizzano l’intero settore, valutando in particolare la formazione del prezzo del gas e dell’energia elettrica. I capitoli cinque e sei descrivono invece le principali tendenze, le strategie competitive in atto nel mercato delle Utilities e l’importanza del Cliente, in un’ottica di CRM che segue i dettami del modello “Customer Centric”. Gli ultimi capitoli mostrano invece, dopo una breve presentazione dell’azienda in cui lo studente ha svolto l’attività, l’intero lavoro di analisi realizzato, input del modello di business a chiusura del Lavoro, volto a quantificare gli impatti del processo di liberalizzazione che ha radicalmente modificato il settore delle Utilities negli ultimi anni, valutando a proposito la profittabilità per un cliente medio in base ad un’opportuna pre-analisi di segmentazione. Il modello di business che occupa l’ultimo capitolo costituisce una soluzione originale e innovativa per incrementare tale profittabilità.

Massenspektrometrische Isotopenverdünnungsanalyse (MSIVA) als Validierungsmethode für Bestimmungen von Methylquecksilber mittels GC/ICP-MS

Im Rahmen dieser Arbeit ist es gelungen, ein GC/ICP-MSIVA-Verfahren zur zuverlässigen und richtigen Bestimmung von Methylquecksilbergehalten (MeHg+) in aquatischen Systemen zu entwickeln. Unter Verwendung eines hergestellten Me201Hg+-Indikators konnte bei der Überprüfung der weltweit gängigen Probenaufbereitung mittels NaBEt4 zur Überführung von MeHg+ in MeEtHg gezeigt werden, daß während dieser Probenaufbereitung in Gegenwart von Halogeniden eine MeHg+-Speziesumwandlung zu Hg0 stattfinden kann. Es konnte mit Hilfe von Modellösungen erstmalig eindeutig nachgewiesen werden, daß die MeHg+-Speziesumwandlungen ihre Ursache nur im Zusammenwirken von vorliegenden Halogeniden mit dem verwendeten Derivatisierungsreagenz NaBEt4 haben. Ebenso wie in Modellösungen wurden auch MeHg+-Speziesumwandlungen in Realproben bei der Derivatisierung mit NaBEt4 überprüft. Die Proben, die bei der Derivatisierung mit NaBEt4 eine MeHg+-Umwandlung zeigten, wurden auch mit dem weltweit bisher wenig eingesetzten Reagenz NaBPr4 derivatisiert. Hier konnte bei keiner der Untersuchungen eine MeHg+-Umwandlung festgestellt werden. Des weiteren wurden MeHg+-Gehalte in Süßwasserproben unter Verwendung von NaBEt4 und NaBPr4 bestimmt. Die Ergebnisse hinsichtlich beider Derivatisierungsreagenzien stimmten sehr gut überein. Diese Resultate zeigten eindrucksvoll, daß Substanzverluste durch die Speziesumwandlung bei MeHg+-Bestimmungen mit MSIVA keine Rolle spielen, da die Umwandlung erst nach der Isotopenvermischung einsetzte. Mit dem entwickelten GC/ICP-MSIVA-Verfahrens wurde der MeHg+-Gehalt im Referenzmaterial CRM 463 analysiert, der sehr gut mit dem zertifizierten Wert übereinstimmte.

Performance evaluation of low environmental impact asphalt concretes using the mechanistic empirical design method based on laboratory fatigue and permanent deformation models

The "sustainability" concept relates to the prolonging of human economic systems with as little detrimental impact on ecological systems as possible. Construction that exhibits good environmental stewardship and practices that conserve resources in a manner that allow growth and development to be sustained for the long-term without degrading the environment are indispensable in a developed society. Past, current and future advancements in asphalt as an environmentally sustainable paving material are especially important because the quantities of asphalt used annually in Europe as well as in the U.S. are large. The asphalt industry is still developing technological improvements that will reduce the environmental impact without affecting the final mechanical performance. Warm mix asphalt (WMA) is a type of asphalt mix requiring lower production temperatures compared to hot mix asphalt (HMA), while aiming to maintain the desired post construction properties of traditional HMA. Lowering the production temperature reduce the fuel usage and the production of emissions therefore and that improve conditions for workers and supports the sustainable development. Even the crumb-rubber modifier (CRM), with shredded automobile tires and used in the United States since the mid 1980s, has proven to be an environmentally friendly alternative to conventional asphalt pavement. Furthermore, the use of waste tires is not only relevant in an environmental aspect but also for the engineering properties of asphalt [Pennisi E., 1992]. This research project is aimed to demonstrate the dual value of these Asphalt Mixes in regards to the environmental and mechanical performance and to suggest a low environmental impact design procedure. In fact, the use of eco-friendly materials is the first phase towards an eco-compatible design but it cannot be the only step. The eco-compatible approach should be extended also to the design method and material characterization because only with these phases is it possible to exploit the maximum potential properties of the used materials. Appropriate asphalt concrete characterization is essential and vital for realistic performance prediction of asphalt concrete pavements. Volumetric (Mix design) and mechanical (Permanent deformation and Fatigue performance) properties are important factors to consider. Moreover, an advanced and efficient design method is necessary in order to correctly use the material. A design method such as a Mechanistic-Empirical approach, consisting of a structural model capable of predicting the state of stresses and strains within the pavement structure under the different traffic and environmental conditions, was the application of choice. In particular this study focus on the CalME and its Incremental-Recursive (I-R) procedure, based on damage models for fatigue and permanent shear strain related to the surface cracking and to the rutting respectively. It works in increments of time and, using the output from one increment, recursively, as input to the next increment, predicts the pavement conditions in terms of layer moduli, fatigue cracking, rutting and roughness. This software procedure was adopted in order to verify the mechanical properties of the study mixes and the reciprocal relationship between surface layer and pavement structure in terms of fatigue and permanent deformation with defined traffic and environmental conditions. The asphalt mixes studied were used in a pavement structure as surface layer of 60 mm thickness. The performance of the pavement was compared to the performance of the same pavement structure where different kinds of asphalt concrete were used as surface layer. In comparison to a conventional asphalt concrete, three eco-friendly materials, two warm mix asphalt and a rubberized asphalt concrete, were analyzed. The First Two Chapters summarize the necessary steps aimed to satisfy the sustainable pavement design procedure. In Chapter I the problem of asphalt pavement eco-compatible design was introduced. The low environmental impact materials such as the Warm Mix Asphalt and the Rubberized Asphalt Concrete were described in detail. In addition the value of a rational asphalt pavement design method was discussed. Chapter II underlines the importance of a deep laboratory characterization based on appropriate materials selection and performance evaluation. In Chapter III, CalME is introduced trough a specific explanation of the different equipped design approaches and specifically explaining the I-R procedure. In Chapter IV, the experimental program is presented with a explanation of test laboratory devices adopted. The Fatigue and Rutting performances of the study mixes are shown respectively in Chapter V and VI. Through these laboratory test data the CalME I-R models parameters for Master Curve, fatigue damage and permanent shear strain were evaluated. Lastly, in Chapter VII, the results of the asphalt pavement structures simulations with different surface layers were reported. For each pavement structure, the total surface cracking, the total rutting, the fatigue damage and the rutting depth in each bound layer were analyzed.

Analisi comparativa di un circuito low pressure e high pressure EGR per un motore diesel sottostante a normativa americana US LEV III ULEV 125

Questa tesi di laurea nasce dall’esperienza maturata presso la VM Motori S.p.A., ufficio CRM (Centro Ricerca Motori) di ingegneria, divisione del reparto R&D (Research and Development) situato a Cento di Ferrara. Durante tale esperienza sono state affrontate le problematiche inerenti al settore automotive riguardo la ricerca e lo sviluppo dei motori endotermici diesel. Dopo un approccio introduttivo, che definisce l’ambito lavorativo in cui opera VM Motori S.p.A. e l’oggetto della tesi, si passa alla definizione ed alla calibrazione di un circuito low pressure EGR di un propulsore diesel da 200HP@3800rpm di potenza e 500Nm@1600rpm di coppia per uso automobilistico, mediante l’ausilio dei software AδαMO, INCA, Controldesk Next Generation, DoE, DIAdem ed INDICOM, software per lo studio della calibrazione al banco sviluppo. Si analizzano gli aspetti che contraddistinguono la VM Motori S.p.A. dalle altre aziende specializzate nel settore automotive, facendo riferimento ai campi produttivi in cui si applica l’ingegneria meccanica ed analizzandone gli aspetti tecnici, metodici e gestionali. Da notare il ruolo fondamentale delle automotive nell’economia mondiale in riferimento alla produzione dei principali propulsori diesel, primarie fonti produttive della VM.

Measurement of volatile organic compounds and total OH reactivity in the atmosphere

Volatile organic compounds play a critical role in ozone formation and drive the chemistry of the atmosphere, together with OH radicals. The simplest volatile organic compound methane is a climatologically important greenhouse gas, and plays a key role in regulating water vapour in the stratosphere and hydroxyl radicals in the troposphere. The OH radical is the most important atmospheric oxidant and knowledge of the atmospheric OH sink, together with the OH source and ambient OH concentrations is essential for understanding the oxidative capacity of the atmosphere. Oceanic emission and / or uptake of methanol, acetone, acetaldehyde, isoprene and dimethyl sulphide (DMS) was characterized as a function of photosynthetically active radiation (PAR) and a suite of biological parameters, in a mesocosm experiment conducted in the Norwegian fjord. High frequency (ca. 1 minute-1) methane measurements were performed using a gas chromatograph - flame ionization detector (GC-FID) in the boreal forests of Finland and the tropical forests of Suriname. A new on-line method (Comparative Reactivity Method - CRM) was developed to directly measure the total OH reactivity (sink) of ambient air. It was observed that under conditions of high biological activity and a PAR of ~ 450 μmol photons m-2 s-1, the ocean acted as a net source of acetone. However, if either of these criteria was not fulfilled then the ocean acted as a net sink of acetone. This new insight into the biogeochemical cycling of acetone at the ocean-air interface has helped to resolve discrepancies from earlier works such as Jacob et al. (2002) who reported the ocean to be a net acetone source (27 Tg yr-1) and Marandino et al. (2005) who reported the ocean to be a net sink of acetone (- 48 Tg yr-1). The ocean acted as net source of isoprene, DMS and acetaldehyde but net sink of methanol. Based on these findings, it is recommended that compound specific PAR and biological dependency be used for estimating the influence of the global ocean on atmospheric VOC budgets. Methane was observed to accumulate within the nocturnal boundary layer, clearly indicating emissions from the forest ecosystems. There was a remarkable similarity in the time series of the boreal and tropical forest ecosystem. The average of the median mixing ratios during a typical diel cycle were 1.83 μmol mol-1 and 1.74 μmol mol-1 for the boreal forest ecosystem and tropical forest ecosystem respectively. A flux value of (3.62 ± 0.87) x 1011 molecules cm-2 s-1 (or 45.5 ± 11 Tg CH4 yr-1 for global boreal forest area) was derived, which highlights the importance of the boreal forest ecosystem for the global budget of methane (~ 600 Tg yr-1). The newly developed CRM technique has a dynamic range of ~ 4 s-1 to 300 s-1 and accuracy of ± 25 %. The system has been tested and calibrated with several single and mixed hydrocarbon standards showing excellent linearity and accountability with the reactivity of the standards. Field tests at an urban and forest site illustrate the promise of the new method. The results from this study have improved current understanding about VOC emissions and uptake from ocean and forest ecosystems. Moreover, a new technique for directly measuring the total OH reactivity of ambient air has been developed and validated, which will be a valuable addition to the existing suite of atmospheric measurement techniques.

Analisi e progettazione dei processi di relazione con il cliente, in un'azienda biomedicale : "Tema Sinergie-Spa"

Nell'elaborato è affrontata l'analisi dei linguaggi formali per la mappatura dei processi e di come siano efficaci nella messa in evidenza di eventuali criticità. Viene applicato ad un caso studio:l'azienda "Tema Sinergie spa". Le criticità evidenziate suggeriscono all'azienda come azione di miglioramento l'implementazione di un sistema di Customer Relationship Management. Nella trattazione sarà affrontato il tema CRM, sulla base della letteratura presente.Infine viene proposta una linea guida applicata al caso, affinchè il futuro sistema CRM aziendale non subisca fallimenti.

Analisi e riprogettazione dei processi aziendali in Tema Sinergie SpA

La tesi presenta delle metodologie per l'analisi e il miglioramento dei processi, con particolare riferimento all'applicazione del BPR - Business Process Reengineering all'interno di un contesto aziendale reale. L'obiettivo principale è lo sviluppo di una mappatura dei processi attuali in Tema Sinergie e l'analisi delle principali criticità evidenziate dal suddetto lavoro. Infine, si evidenzia come la progettazione e l'integrazione di un sistema CRM, per la gestione dei servizi post-vendita, possa portare notevoli benefici in termini di costi, tempi e livello di servizio fornito al cliente.

Un'esperienza di rappresentazione di dati di cataloghi digitali in Linked Open Data: il caso della Fondazione Zeri

Il documento presenta il caso dell'archivio fotografico della Fondazione Zeri come caso reale di conversione di un catalogo ricco di informazioni ma povero di interconnessioni nel dominio dei Linked Open Data, basandosi sull'ontologia CIDOC-CRM per il cultural heritage.

Total OH reactivity measurements at the biosphere-atmosphere interface

The biosphere emits copiously volatile organic compounds (VOCs) into the atmosphere, which are removed again depending on the oxidative capacity of the atmosphere and physical processes such as mixing, transport and deposition. Biogenic VOCs react with the primary oxidant of the atmosphere, the hydroxyl radical (OH), and potentially lead to the formation tropospheric ozone and aerosol, which impact regional climate and air quality. The rate of OH decay in the atmosphere, the total OH reactivity is a function of the atmospheric, reactive compound's concentration and reaction velocity with OH. One way to measure the total OH reactivity, the total OH sink, is with the Comparative Reactivity Method - CRM. Basically, the reaction of OH with a reagent (here pyrrole) in clean air and in the presence of atmospheric, reactive molecules is compared. This thesis presents measurements of the total OH reactivity at the biosphere-atmosphere interface to analyze various influences and driving forces. For measurements in natural environment the instrument was automated and a direct, undisturbed sampling method developed. Additionally, an alternative detection system was tested and compared to the originally used detector (Proton Transfer Reaction-Mass Spectrometer, PTR-MS). The GC-PID (Gas Chromatographic Photo-Ionization Detector) was found as a smaller, less expensive, and robust alternative for total OH reactivity measurements. The HUMPPA-COPEC 2010 measurement campaign in the Finish forest was impacted by normal boreal forest emissions as well as prolonged heat and biomass burning emissions. The measurement of total OH reactivity was compared with a comprehensive set of monitored individual species ambient concentration levels. A significant discrepancy between those individually measured OH sinks and the total OH reactivity was observed, which was characterized in detail by the comparison of within and above the forest canopy detected OH reactivity. Direct impact of biogenic emissions on total OH reactivity was examined on Kleiner Feldberg, Germany, 2011. Trans-seasonal measurements of an enclosed Norway spruce branch were conducted via PTR-MS, for individual compound's emission rates, and CRM, for total OH reactivity emission fluxes. Especially during summertime, the individually monitored OH sink terms could not account for the measured total OH reactivity. A controlled oxidation experiment in a low NOx environment was conducted in the EUPHORE reaction chamber (CHEERS, Spain 2011). The concentration levels of the reactant isoprene and its major products were monitored and compared to total OH reactivity measurements as well as to the results of two models. The individually measured compounds could account for the total OH reactivity during this experiment as well as the traditional model-degradation scheme for isoprene (MCM 3.2). Due to previous observations of high OH levels in the isoprene-rich environment of the tropics, a novel isoprene mechanism was recently suggested. In this mechanism (MIME v4) additional OH is generated during isoprene oxidation, which could not be verified in the conditions of the CHEERS experiment.

Sviluppo di un sistema di sovralimentazione assistito elettricamente per un motore diesel 3.0L V6 ad alta potenza specifica

Questa tesi di laurea nasce dall’esperienza maturata presso l’azienda FCA Italy (Fiat Chrysler Automobiles S.p.A., ex VM Motori) nello stabilimento situato a Cento in provincia di Ferrara, in particolare all’interno dell’ufficio di Ricerca Avanzata CRM (Centro Ricerca Motori), divisione del reparto R&D (Research and Development). Tale esperienza viene riassunta (in piccola parte) in questo elaborato di Tesi, che tratta tematiche inerenti allo sviluppo di un sistema di sovralimentazione assistito elettricamente, applicato ad un propulsore Diesel 3.0L V6 destinato ai segmenti “Premium” del mercato. Il sistema utilizzato, che ha come componente principale un compressore attuato da una macchina elettrica, appartiene all’insieme delle tecnologie cosiddette di e-boosting. Questo tipo di tecnologia, fortemente innovativa e ad oggi non ancora presente sul mercato, ha le potenzialità per rappresentare un significativo passo avanti nel processo di riduzione delle emissioni, dei consumi e del miglioramento delle performance dei moderni motori endotermici alternativi, al punto che un numero crescente di costruttori di motori sta oggi studiando soluzioni come quella oggetto di questo elaborato. L’obiettivo è stato quindi quello di definire, applicare e gestire il sistema di e-boost a banco motore e, successivamente, caratterizzarlo dal punto di vista energetico e testarne le effettive potenzialità. Le fasi in cui ho apportato il mio contributo sono state, in particolare, quelle di definizione e integrazione dei nuovi componenti all’interno del layout motore preesistente, di realizzazione e implementazione delle strategie di controllo in un sistema dedicato in grado di gestire efficacemente i componenti, e di sperimentazione al banco prova. I risultati conseguiti al termine dell’attività sono quindi inerenti allo sviluppo e validazione del sistema di controllo, alla valutazione delle performance del propulsore risultante e alla caratterizzazione e analisi critica del sistema di e-boost dal punto di vista energetico.

Understanding the Continual Reassessment Method for Dose Finding Studies: An Overview for Non-Statisticians

The Continual Reassessment Method (CRM) has gained popularity since its proposal by O’Quigley et al. [1]. Many variations have been published and discussed in the statistical literature, but there has been little attention to making the design considerations accessible to non-statisticians. As a result, some clinicians or reviewers of clinical trials tend to be wary of the CRM due to safety concerns. This paper presents the CRM in a non-technical way, describing the original CRM with some of its modified versions. It also describes the specifications that define a CRM design, along with two simulated examples of CRMs for illustration.

Effektives Customer Relationship Management durch Intermediation

Bestehende Modelle im Customer Relationship Management (CRM) weisen diverse Schwachstellen auf. Erstens sind viele Kunden durch die große zu verarbeitende Informationsmenge überfordert, zweitens gelingt es vielen Anbietern nicht, die Konsistenz und Relevanz der gesammelten Kundendaten zu gewährleisten, und drittens bringen Kunden den Anbietern nicht das Vertrauen entgegen, das für eine umfassendere Offenlegung von Kundendaten erforderlich wäre. Durch die Einschaltung eines Intermediärs können diese Schwachstellen gemildert werden. Zusätzlich bietet die Intermediation die Möglichkeit, Transaktionskosten zu senken, die Macht der Kunden zu bündeln und die Beziehungen zu Kunden zu intensivieren. Ermöglicht wird dies durch die engere Verknüpfung der Kommunikations- und der Einkaufsfunktionalitäten des Internets. Als Erfolgsfaktoren gilt es, die kritische Masse und das erforderliche Vertrauen zu erreichen sowie einen wesentlichen Beitrag zur Wertschöpfung zu leisten.

A certified plasmid reference material for the standardisation of BCR-ABL1 mRNA quantification by real-time quantitative PCR.

Serial quantification of BCR-ABL1 mRNA is an important therapeutic indicator in chronic myeloid leukaemia, but there is a substantial variation in results reported by different laboratories. To improve comparability, an internationally accepted plasmid certified reference material (CRM) was developed according to ISO Guide 34:2009. Fragments of BCR-ABL1 (e14a2 mRNA fusion), BCR and GUSB transcripts were amplified and cloned into pUC18 to yield plasmid pIRMM0099. Six different linearised plasmid solutions were produced with the following copy number concentrations, assigned by digital PCR, and expanded uncertainties: 1.08±0.13 × 10(6), 1.08±0.11 × 10(5), 1.03±0.10 × 10(4), 1.02±0.09 × 10(3), 1.04±0.10 × 10(2) and 10.0±1.5 copies/μl. The certification of the material for the number of specific DNA fragments per plasmid, copy number concentration of the plasmid solutions and the assessment of inter-unit heterogeneity and stability were performed according to ISO Guide 35:2006. Two suitability studies performed by 63 BCR-ABL1 testing laboratories demonstrated that this set of 6 plasmid CRMs can help to standardise a number of measured transcripts of e14a2 BCR-ABL1 and three control genes (ABL1, BCR and GUSB). The set of six plasmid CRMs is distributed worldwide by the Institute for Reference Materials and Measurements (Belgium) and its authorised distributors (https://ec.europa.eu/jrc/en/reference-materials/catalogue/; CRM code ERM-AD623a-f).

Die Bedeutung von Business Rules im Customer Relationship Management

Der Beitrag diskutiert Möglichkeiten zur Automatisierung von Kundenbeziehungsprozessen im Customer Relationship Management mit Hilfe von Business Rules. Anhand einer CRM-Architektur werden Anwendungsmöglichkeiten erörtert und am Beispiel einer Cross-Selling-Kampagne vertieft. Technische Aspekte werden dabei nicht im Detail betrachtet. Der Schwerpunkt liegt vielmehr in der Diskussion von Automatisierungs- und Integrationspotenzialen durch den Einsatz von Business Rules, wie sie in zunehmend individualisierten Kundenbeziehungen in Massenmärkten gegeben sind.