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.

Simulated Patient as Co-facilitators: Benefits and Challenges of the Interprofessional Team OSCE (Submission #9350).

Hypothesis: The quality of care for chronic patients depends on the collaborative skills of the healthcare providers.1,2 The literature lacks reports of the use of simulation to teach collaborative skills in non-acute care settings. We posit that simulation offers benefits for supporting the development of collaborative practice in non-acute settings. We explored the benefits and challenges of using an Interprofessional Team - Objective Structured Clinical Examination (IT-OSCE) as a formative assessment tool. IT-OSCE is an intervention which involves an interprofessional team of trainees interacting with a simulated patient (SP) enabling them to practice collaborative skills in non-acute care settings.5 A simulated patient are people trained to portray patients in a simulated scenario for educational purposes.6,7 Since interprofessional education (IPE) ultimately aims to provide collaborative patient-centered care.8,9 We sought to promote patient-centeredness in the learning process. Methods: The IT-OSCE was conducted with four trios of students from different professions. The debriefing was co-facilitated by the SP with a faculty. The participants were final-year students in nursing, physiotherapy and medicine. Our research question focused on the introduction of co-facilitated (SP and faculty) debriefing after an IT-OSCE: 1) What are the benefits and challenges of involving the SP during the debriefing? and 2) To evaluate the IT-OSCE, an exploratory case study was used to provide fine grained data 10, 11. Three focus groups were conducted - two with students (n=6; n=5), one with SPs (n=3) and one with faculty (n=4). Audiotapes were transcribed for thematic analysis performed by three researchers, who found a consensus on the final set of themes. Results: The thematic analysis showed little differentiation between SPs, student and faculty perspectives. The analysis of transcripts revealed more particularly, that the SP's co-facilitation during the debriefing of an IT-OSCE proved to be feasible. It was appreciated by all the participants and appeared to value and to promote patient-centeredness in the learning process. The main challenge consisted in SPs feedback, more particularly in how they could report accurate observations to a students' group rather than individual students. Conclusion: In conclusion, SP methodology using an IT-OSCE seems to be a useful and promising way to train collaborative skills, aligning IPE, simulation-based team training in a non-acute care setting and patient-centeredness. We acknowledge the limitations of the study, especially the small sample and consider the exploration of SP-based IPE in non-acute care settings as strength. Future studies could consider the preparation of SPs and faculty as co-facilitators. References: 1. Borrill CS, Carletta J, Carter AJ, et al. The effectiveness of health care teams in the National Health Service. Aston centre for Health Service Organisational Research. 2001. 2. Reeves S, Lewin S, Espin S, Zwarenstein M. Interprofessional teamwork for health and social care. Oxford: Wiley-Blackwell; 2010. 3. Issenberg S, McGaghie WC, Petrusa ER, Gordon DL, Scalese RJ. Features and uses of high-fidelity medical simulations that lead to effective learning - a BEME systematic review. Medical Teacher. 2005;27(1):10-28. 4. McGaghie W, Petrusa ER, Gordon DL, Scalese RJ. A critical review of simulation-based medical education research: 2003-2009. Medical Education. 2010;44(1):50-63. 5. Simmons B, Egan-Lee E, Wagner SJ, Esdaile M, Baker L, Reeves S. Assessment of interprofessional learning: the design of an interprofessional objective structured clinical examination (iOSCE) approach. Journal of Interprofessional Care. 2011;25(1):73-74. 6. Nestel D, Layat Burn C, Pritchard SA, Glastonbury R, Tabak D. The use of simulated patients in medical education: Guide Supplement 42.1 - Viewpoint. Medical teacher. 2011;33(12):1027-1029. Disclosures: None (C) 2014 by Lippincott Williams & Wilkins, Inc.

Therapeutic benefits of body percussion using the BAPNE method

Body percussion using to the BAPNE method is a means of cognitive stimulation with multiple applications. The aim of this research is to assess their full potential as a source of therapy. The methodology used is theoretical in nature and makes use of a wide bibliography to find evidence for its therapeutic effect. In essence, body percussion can be seen to lead to improvements in three areas. the Physical, as it stimulates awareness of the body, control of movement and muscular strength, coordination and balance; the Mental, as it improves concentration, memory and perception; and finally Socio-affective, as it helps to build egalitarian relationships and leads to a decrease in anxiety in social interactions. This means of therapy has several different uses and it is targeted at different groups. In the present investigation we categorise them into five main groups: individuals with neurodegenerative diseases like Alzheimer's or Parkinson's disease; individuals with learning disorders such as dyslexia or ADHD; patients affected by diseases of the spinal cord, cranial neuropathies and trauma (Neurorehabilitation); and for the treatment of addictive behavior (addiction); and depressive disorders or anxiety disorders.After thorough analysis, we have found scientific evidence that the therapeutic body percussion using the BAPNE method improves the quality of life of patients and it is an important factor in stabilizing the development of different diseases.In addition, evidence involving certain biological indicators (in control and experimental groups, and through a pre-test and post-test) show its effect on levels of stress and anxiety (reduction of cortisol), as well as improvement of social relations as a result of working as a group (increased levels of oxytocin), and improvements seen in self-esteem and in a variety of personal aspects through the Aspects of Identity questionnaire.

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

Peer-reviewed

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.

Developing the environmental marketing of an industrial company

The objective of this study was to examine how the customers of Larox Flowsys value environmental issues and how environmental issues affect their purchasing behaviour. A comparison between Larox peristaltic pumps and competing pump brands and types was also made in order to find out whether LPP pumps possess some more environmentally beneficial features that other pumps do not have. Finally, if the answers to the first two research questions show that a need for a new marketing message does exist, then the final stage is to select the most appropriate environmental arguments for Larox Flowsys. The empirical data in the study was collected from several different sources, but the main sources were the customer interviews and the outsourced market research. The data was analysed mainly by using content analysis, but theme formation and quantification were also utilized. The results showed that the customers do not consider environmental issues as a main purchasing criterion, but they may well be the criterion that differentiates the product from competing ones. The comparison proved that LPP pumps do possess some significant environmental benefits over competing pumps and therefore, the prerequisite for the use of environmental arguments exists. The final stage in the study was to select the proper environmental arguments for Larox Flowsys.

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.

Palveluliiketoiminta teknologiateollisuudessa

Tutkimuksen tavoitteena on palveluliiketoimintaan liittyvien hypoteesien esittäminen ja niiden todentaminen case-yrityksen avulla. Differointistrategian merkitys ja sen tuomat mahdollisuudet teknologiateollisuuden palveluliiketoiminnassa ovat työn painopisteinä. Itse palveluliiketoimintaa todennettiin tutkimuksessa erinäisin kysymyksin. Tutkimuksen keskeiset aiheet ovat palveluliiketoiminta, differointistrategia, johon myös arvoketjuajattelu kuuluu vahvasti. Tutkimus on keskittynyt myös palveluliiketoiminnan tuottavuuteen ja kannattavuuteen. Jokaista asiaa on pyritty tarkastelemaan logistiikan näkökannalta, mistä on tehty tutkimuksen viitekehys. Tutkimus perustuu kirjallisuustutkimuksiin, havaintoihin ja haastatteluihin. Casetutkimuksen avulla pyritään todentamaan kirjallisuudesta esille tulleet asiat. Palveluliiketoiminta tarkoittaa lisäarvon tuottamista asiakkaalle. Differointistrategia on olennainen osa palveluliiketoimintaa. Differointistrategia perustuu erikoistumiseen ja ainutlaatuisuuteen. Logistiikan avulle voidaan tuottaa asiakkaalle räätälöityjä palveluja ja se mahdollistaa erikoistumisen, differoitumisen. Palveluliiketoiminnan edut ovat lisäarvon tuotto asiakkaalle joko lisäämällä asiakkaan myyntiä ja/tai luomalla kustannussäästöä. Palveluliiketoiminta vaatii toimittajalta strategian ja tavoitteiden muutosta, mutta ennen kaikkea asennemuutosta ja sitoutumista. Palvelun tuottavuus ja kannattavuus mittarit/näkökulmat tulee yrityksen yleensä muuttaa, sillä perinteiset mittaustavat eivät enää välttämättä sovi palveluliiketoiminnan toiminnan mittaamiseen.

Older people's university students in Spain: a comparison of motives and benefits between two models

This study examines both the motives for and the benefits of attending a uni- versity programme for older people (UPOP) in Spain, and how they vary with the type of UPOP. Two UPOP models were assessed: The"Older People"s Classes" of the University of Barcelona, which is organised as a lecture course, and the"University of Experience" at the University of Valencia, which is a three- or four- year variant of regular university degrees. A sample of 321 older students (mean age 67.5 years) was gathered from the two UPOPs, 161 participants from the former and 157 from the latter. The findings suggest that expressive motives such as acquiring knowledge, expanding the mind or learning for the joy of learning were the most important reasons for joining a UPOP, and that among the perceived benefits from taking classes at university featured"gaining more friends","enhanced self or life-satisfaction" and"joy in life". Perceived benefits were particularly high among the less educated and the older students. While students participating in the Older People"s Classes were older and included relatively more women, differences between the two models in motives and benefits did not exist or were slight. These results are discussed in the context of new strategies to improve university courses aimed at older students.

Tietoteknisten palveluiden tuottaminen strategisena kumppanuutena - case Rajavartiolaitos

Tutkimuksen tarkoituksena on selvittää laajennettujen transaktiokustannustarkastelun avulla tietoteknisten palveluiden hankintaa strategisena kumppanuutena. Tutkimus kuvaa empiirisen esimerkkitapauksen kautta ulkoistuksen kokonaisvaikuttavuutta eli kumppanuuden hyötyjä ja haittoja asiakkaan kannalta tilanteessa, jossa julkisen sektorin tehtävien uudelleenorganisoinnissa ei ole käytettävissä tehokkaita markkinoita. Kumppanuuden kokonaisvaikuttavuuden elementtien merkitys asiakkaalle on asiakkaan ja palveluntuottajan näkökulmista erilaisia. Asiakas pitää transaktiokustannuksia ja byrokratiahyötyjä tärkeinä. Toimittaja taas koros-taa transaktiohyötyjä ja byrokratiakustannuksia.

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.

Supporting the Management of the Knowledge Flow from the Customers in CRM through a VCE

Knowledge flow from the customers is an important resource for a company and therefore it should engage its customers in knowledge co-creation. Through providing a virtual customer environment (VCE) as knowledge creation and sharing platform a company can obtain this type of knowledge, which is important for strategic purposes. In the VCE the members of the virtual customer community (VCC) create and share knowledge individually and collectively in diverse roles, utilizing many interaction facilities. Creating a functional VCE is not either easy or quick task and a company needs to analyze various issues carefully. Providing such a VCE in which customers want to share their experiences and insights is however worth of considering, since it brings many benefits for the company. In this research the main benefit is stated as the supportative role of the VCE in the better management of the knowledge flow from the customers.

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.

Building wood debris piles benefits avian seed dispersers in burned and logged Mediterranean pine forests

Salvage logging is a common practice carried out in burned forests worldwide, and intended to mitigate the economic losses caused by wildfires. Logging implies an additional disturbance occurring shortly after fire, although its ecological effects can be somewhat mitigated by leaving wood debris on site. The composition of the bird community and its capacity to provide ecosystem services such as seed dispersal offleshy-fruited plants have been shown to be affected by postfire logging. We assessedthe effects of the habitat structure resulting from different postfire management practices on the bird community, in three burned pine forests in Catalonia (western Mediterranean). For this purpose, we focused on the group of species that is responsible for seed dispersal, a process which takes place primarily during the winter in theMediterranean basin. In addition, we assessed microhabitat selection by seed disperser birds in such environments in relation to management practices. Our results showed a significant, positive relationship between the density of wood debris piles and the abundance of seed disperser birds. Furthermore, such piles were the preferredmicrohabitat of these species. This reveals an important effect of forest management on seed disperser birds, which is likely to affect the dynamics of bird-dependent seed dispersal. Thus, building wood debris piles can be a useful practice for the conservation of both the species and their ecosystem services, while also being compatible with timber harvesting