Customer consciousness in the production process of a steel factory

The purpose of this thesis is to examine the level of customer consciousness of the production process employees in a steel factory and to investigate the methods of internal marketing in order to propose development practices to enhance the customer consciousness of the case company employees. The significance of the level of customer consciousness is discussed and practices already implemented affecting the level of customer consciousness in the company are examined. The literature review gives an insight to the role of customer consciousness in the CRM philosophy of a manufacturing company and examines the means of internal marketing in enhancing customer consciousness. In the empirical part of the study, the level and significance of customer consciousness is determined by conducting individual and focus group interviews. The interviews are also used to examine the practices that could function in enhancing the customer consciousness of the employees. Development suggestions to improve the level of customer consciousness in the production process are given based on the results. The level of customer consciousness is at a poor level in the production process and influences above all on work motivation and job satisfaction, but possibly on customer satisfaction as well. The enhancement of customer consciousness in the production process should be done e.g. by ensuring the distribution of right knowledge coherently to all of the employees, gathering large customer reference database to exploit in work and in training, using visual illustration in presenting the customer information, training proactively and letting the employees to participate in the customer oriented development activities. Customer satisfaction focused reward system can be considered.

The notion of process in nonstandard theory and in Whiteheadian metaphysics

In this article I intend to show that certain aspects of A.N. Whitehead's philosophy of organism and especially his epochal theory of time, as mainly exposed in his well-known work Process and Reality, can serve in clarify the underlying assumptions that shape nonstandard mathematical theories as such and also as metatheories of quantum mechanics. Concerning the latter issue, I point to an already significant research on nonstandard versions of quantum mechanics; two of these approaches are chosen to be critically presented in relation to the scope of this work. The main point of the paper is that, insofar as we can refer a nonstandard mathematical entity to a kind of axiomatical formalization essentially 'codifying' an underlying mental process indescribable as such by analytic means, we can possibly apply certain principles of Whitehead's metaphysical scheme focused on the key notion of process which is generally conceived as the becoming of actual entities. This is done in the sense of a unifying approach to provide an interpretation of nonstandard mathematical theories as such and also, in their metatheoretical status, as a formalization of the empirical-experimental context of quantum mechanics.

The Process of Greening Cycle as Method of Operative Environmental

The structural change of society from product-based business to service- and further to need-based business has caused the fact that work for environmental issues has spread from conventional factories and environmentally harmful production to concern services and offices as well. Almost every company has an office, so a relatively small environmental burden caused by an individual office grows remarkable already at the state level and globally even more. Motivation to work for environmental issues in an individual office could be challenging even without the fact that wasted environmental impacts bound also wasted costs. Besides cost savings, a concretely greener image of a company has its value in the B2Cas well as in the B2B-field. Consumers and clients are more and more conscious of environmental issues and demand concrete actions instead of speeches, good thoughts and meaningless certifications. Internal work for environmental issues at a strategy level is not sufficient, so operational environmental management is needed for changing old practices. This research is about the effects of operative environmental management on the greening process of an office-based business. The research is outlined to concern the operative work in the office including field sales. Target was to concretely lower the environmental impacts of Lyreco Finland and to find cost savings directly by changing the operative practices in the office and also indirectly by affecting the level of environmental knowledge of the personnel. During the greening process, the aim was also to create concrete arguments for marketing as well. The circle of greening process, which was especially created for this diploma work, was used as a method. The circle divides a year to themes and sections separated by factors of environmental impacts. Separation is based on Brett Wills’ thoughts of seven green wastes (Wills, Brett. The Green Intensions. 2009) and follows it uneasily. The circle aimed at ensuring evolutionary growth of knowledge instead of being revolutionary in the changing process. Committing personnel to the process from its start by asking ideas from them and giving them clear directions was an important part of the research of operative management. Because of working from distance, communication with personnel was operated by frequent training days and weekly greening notes via emails and intranet. Also availability for communication was an important task because of the telecommuting. Research results of this work show that operative environmental management in an officebased business today is mostly management of change. When the strategic environmental friendliness is taken into a concrete level, the most important individual factor is motivating the operating personnel. Research shows that evolutionary change is found being an efficient way to make a change. Also understanding one´s own impact on the environmental burden and on the whole greening process clearly motivates the personnel. Results show that in the operative realization of the greening process, clear directions of new working practices, being as concrete as possible, and committing personnel to follow them make the process more effective. The operative environmental management and the cycle of the greening process decrease the environmental burden and save costs. The concrete results could be used as believable arguments in marketing and therefore exploited in communication with interest groups. Commitment of the management is also one of the key factors of success in the greening process. In this research, changes in the business field by a company trade took the focus of the management away from the greening process and made the process more inefficient by decreasing the amount of training days. The circle of greening process will be used as a tool in the future, as well, and therefore it will help observe environmental impacts of a company and increase sustainable development. Commitment of management to the evolutionary environmental work helps the operating personnel lower environmental impacts, decrease costs and build a concretely greener image.

Applying organizational core values in everyday delivery work - case Accenture

The purpose of this thesis is to study organizational core values and their application in practice. With the help of literature, the thesis discusses the implementation of core values and the benefits that companies can gain by doing it successfully. Also, ways in which companies can improve their values’ application to their everyday work are presented. The case company’s value implementation is evaluated through a survey research conducted on their employees. The true power of values lies in their application, and therefore, core values should be the basis for all organizational behavior, integrated into everything a company does. Applying values in practice is an ongoing process and companies should continuously work towards creating a more value-based organizational culture. If a company does this effectively, they will most likely become more successful with stakeholders as well as financially. Companies looking to turn their values into actions should start with a self-assessment. Employee surveys are effective in assessing the current level of value implementation, since employees have valuable, first-hand information regarding the situations and behaviors they face in their everyday work. After the self-assessment, things like management commitment, communication, training, and support are key success factors in value implementation.

Software Test Process Development

In this thesis, the components important for testing work and organisational test process are identified and analysed. This work focuses on the testing activities in reallife software organisations, identifying the important test process components, observing testing work in practice, and analysing how the organisational test process could be developed. Software professionals from 14 different software organisations were interviewed to collect data on organisational test process and testing‐related factors. Moreover, additional data on organisational aspects was collected with a survey conducted on 31 organisations. This data was further analysed with the Grounded Theory method to identify the important test process components, and to observe how real‐life test organisations develop their testing activities. The results indicate that the test management at the project level is an important factor; the organisations do have sufficient test resources available, but they are not necessarily applied efficiently. In addition, organisations in general are reactive; they develop their process mainly to correct problems, not to enhance their efficiency or output quality. The results of this study allows organisations to have a better understanding of the test processes, and develop towards better practices and a culture of preventing problems, not reacting to them.

Assessing Organizational Cultural Fit prior to Integration in the M&A Process

Yritysostojen määrä on historiallisen suuri 2000-luvulla, vaikka melkein puolet niistä epäonnistuu. Aineettomilla tekijöillä, kuten organisaatiokulttuureilla, on keskeinen rooli yritysostojen onnistumisissa. Myös case yritys on aktiivinen yritysostoissa ja haluaa arvioida integraatioprosessinsa tehokkuutta. Siten diplomityön tarkoituksena on luoda työkalu organisaatiokulttuurien yhteensopivuuden arvioimiseksi, jotta ostopäätöksentekoa sekä integraation suunnittelua voitaisiin tukea paremmin yrityksessä. Diplomityö vastaakin kysymyksiin, kuten miten arvioida kulttuurista yhteensopivuutta ennen integraatiota integraatioprosessin parantamiseksi sekä mitkä ovat olleet kaikkein ongelmallisimmat ja toisaalta kaikkein menestyksekkäimmät kulttuuritekijät tutkitussa integraatiossa. Kulttuurisen yhteensopivuuden arviointi tulisi nähdä prosessina osana yrityskauppaa. Prosessin tulisi alkaa kulttuurisen integraation tavoitteiden määrittämisellä sekä organisaatiokulttuurin käsitteen ymmärtämisellä. Kulttuurianalyysi tulisi suorittaa työpajan avulla. Sen tulisi käsitellä ainakin yhdeksän kulttuurin osa-aluetta: innovatiivisuus, päätöksenteko, ihmissuuntautuneisuus, kommunikaatio, kontrolli, asiakassuuntautuneisuus, ajanhallinta, identifikaatio, sekä kollektivismi. Lisäksi kuhunkin dimensioon liittyvään kysymykseen tulisi vastata pisteillä yhdestä viiteen, jolloin voidaan piirtää kulttuurisen yhteensopivuuden kuvio. Tämän jälkeen johdon tulisi keskustella tuloksista vielä kerran tarkemmin ja lopulta koota tulokset kirjalliseksi raportiksi. Tutkitussa integraatiossa parhaiten integraatiota tukivat ihmissuuntautuneisuus sekä ajanhallinta (työn ja vapaa-ajan välinen tasapaino sekä tulevaisuus-suuntautuneisuus). Haasteellisimmat kulttuuritekijät koskivat päätöksentekoa, kommunikaatiota ja kontrollia, jotka vaikuttavat olevan tyypillisiä ongelmia ison yrityksen ostaessa pienemmän yrityksen.

Application of simulated annealing in simulation and optimization of drying process of Zea mays malt

Kinetic simulation and drying process optimization of corn malt by Simulated Annealing (SA) for estimation of temperature and time parameters in order to preserve maximum amylase activity in the obtained product are presented here. Germinated corn seeds were dried at 54-76 °C in a convective dryer, with occasional measurement of moisture content and enzymatic activity. The experimental data obtained were submitted to modeling. Simulation and optimization of the drying process were made by using the SA method, a randomized improvement algorithm, analogous to the simulated annealing process. Results showed that seeds were best dried between 3h and 5h. Among the models used in this work, the kinetic model of water diffusion into corn seeds showed the best fitting. Drying temperature and time showed a square influence on the enzymatic activity. Optimization through SA showed the best condition at 54 ºC and between 5.6h and 6.4h of drying. Values of specific activity in the corn malt were found between 5.26±0.06 SKB/mg and 15.69±0,10% of remaining moisture.

Laatu ja tuottavuus hitsaavassa verkostossa

Diplomityössä tarkastellaan laadun ja tuottavuuden parantamisen keinoja hitsaavassa verkostossa MIG/MAG-hitsauksen osalta. Työn taustalla vaikuttaa Total Welding Management -menetelmä, mikä on hitsaustoimintojen kokonaisvaltaiseen johtamiseen ja hallintaan kehitetty toimintamalli. Työn teoriaosassa käsitellään laatuajattelua ja yritysyhteistyötä hitsaavan teollisuuden yrityskentässä sekä hitsauskustannuksiin vaikuttavia tekijöitä. Tutkimusosuus sisältää yritysverkoston nykytilan tarkastelun sekä kehitystoimenpiteitä kohti verkoston yhteistä toimintamallia saavuttaa tehokas ja kannattava yhteistyö. Hitsaustyön kustannukset määritetään suurelta osin suunnittelussa. Laatuun voidaan vaikuttaa merkittävästi hitsaustyötä edeltävissä toiminnoissa sekä hitsaajan työn tukemisella. Kokonaisvaltaisen hyödyn saavuttaminen hitsaustyön tuottavuuden parantamisessa vaatii kaikkien toimintojen tarkastelua sen sijaan, että tehostetaan vain hitsaamon toimintaa. Itse hitsaus voi olla vain pieni osa hitsaustoimintojen kokonaishallintaa. Toimintamallin luominen laadunvarmistukseen, suunnittelun ja valmistuksen yhteistyöhön sekä hitsaustoimintojen hallintaan mahdollistaa hitsaavan verkoston toiminnan tehostamisen sekä laadun paranemisen. Tämä saavutetaan viemällä toimintamalli osaksi jokapäiväistä työtä, lähelle valmistusta, ja ohjeistamalla, että jokainen tietää kuinka toimia. Esimerkiksi työssä tarkastellun yhden tuotteen osalta ohjeistus turhan työn vähentämiseksi tuotti 19 % tuotannon kasvun työvuoron aikana. Tilaus-toimitusketjun tuottavuuteen ja kannattavuuteen voidaan vaikuttaa merkittävästi käymällä läpi konkreettisesti valmistettavat tuotteet ja niihin liittyvät toiminnot. Diplomityössä tehtyjen tarkastelujen ja havaintojen avulla käytännön työ tulee jatkumaan yritysverkostossa tapahtuvassa kehitystyössä.

Requirements management process

Vaatimustenhallinnan alue on hyvin kompleksinen. Sen terminologia on moninaista ja samat termit voivat tarkoittaa eri asioita eri ihmisille. Tämän työn tarkoituksena on selkeyttää vaatimustenhallinnan aluetta. Se vastaa kysymyksiin kuten, mitä vaatimustenhallinta on ja miten sitä voidaan tehdä. Työ keskittyy vaatimusten analysoinnin ja validoinnin alueisiin, joten tältä osin se vastaa myös tarkempiin kysymyksiin kuten, miten koottujen vaatimusten jäljitettävyyttä, dokumentointia, analysointia ja validointia voidaan tehdä. Tämän työn kautta vaatimustenhallinta voidaan esitellä yritykselle ja sen eri osat voivat saada saman käsityksen vaatimustenhallinnasta. Tutkimus esittelee vaatimustenhallinnan prosessina, joka pitää sisällään vaatimusten jäljitettävyyden, vaatimusten dokumentoinnin, vaatimusten muutoksenhallinnan ja vaatimusmäärityksen. Vaatimusmääritys voidaan edelleen jakaa vaatimusten koostamiseen, analysointiin ja neuvotteluun sekä validointiin. Työssä esitellään geneerinen vaatimustenhallinnan prosessimalli. Mallin avulla näytetään, että vaatimustenhallinta on jatkuva prosessi, jossa kaikki aktiviteetit ovat kytköksissä toisiinsa. Näitä aktiviteettejä suoritetaan enemmän tai vähemmän samanaikaisesti. Malli esitetään geneerisessä muodossa, jotta se olisi hyödynnettävissä systeemi- ja tuotekehitys projekteissa sekä sisäisissä kehitysprojekteissa. Se kertoo, että vaatimukset tulisi jalostaa niin aikaisin, kuin mahdollista, jotta muutoksien määrä kehitystyön myöhemmissä vaiheissa voitaisiin minimoida. Jotkin muutokset eivät ole vältettävissä, joten muutoksenhallinnan tueksi tulisi kehittää jäljitettävyyskäsikirja ja jäljitettävyyskäytännöt. Vaatimustenhallintaa tarkastellaan meneillään olevassa kehitysprojektissa. Tarkastelussa tutkitaan, mitä vaatimustenhallinnan toimintatapoja sekä analysointi- ja validointimetodeja käytetään ja mitä voitaisiin tehdä vaatimustenhallinnan parantamiseksi projektissa.

Software Development Process Modeling. Developers Perspective to Contemporary Modeling Techniques

Formal software development processes and well-defined development methodologies are nowadays seen as the definite way to produce high-quality software within time-limits and budgets. The variety of such high-level methodologies is huge ranging from rigorous process frameworks like CMMI and RUP to more lightweight agile methodologies. The need for managing this variety and the fact that practically every software development organization has its own unique set of development processes and methods have created a profession of software process engineers. Different kinds of informal and formal software process modeling languages are essential tools for process engineers. These are used to define processes in a way which allows easy management of processes, for example process dissemination, process tailoring and process enactment. The process modeling languages are usually used as a tool for process engineering where the main focus is on the processes themselves. This dissertation has a different emphasis. The dissertation analyses modern software development process modeling from the software developers’ point of view. The goal of the dissertation is to investigate whether the software process modeling and the software process models aid software developers in their day-to-day work and what are the main mechanisms for this. The focus of the work is on the Software Process Engineering Metamodel (SPEM) framework which is currently one of the most influential process modeling notations in software engineering. The research theme is elaborated through six scientific articles which represent the dissertation research done with process modeling during an approximately five year period. The research follows the classical engineering research discipline where the current situation is analyzed, a potentially better solution is developed and finally its implications are analyzed. The research applies a variety of different research techniques ranging from literature surveys to qualitative studies done amongst software practitioners. The key finding of the dissertation is that software process modeling notations and techniques are usually developed in process engineering terms. As a consequence the connection between the process models and actual development work is loose. In addition, the modeling standards like SPEM are partially incomplete when it comes to pragmatic process modeling needs, like light-weight modeling and combining pre-defined process components. This leads to a situation, where the full potential of process modeling techniques for aiding the daily development activities can not be achieved. Despite these difficulties the dissertation shows that it is possible to use modeling standards like SPEM to aid software developers in their work. The dissertation presents a light-weight modeling technique, which software development teams can use to quickly analyze their work practices in a more objective manner. The dissertation also shows how process modeling can be used to more easily compare different software development situations and to analyze their differences in a systematic way. Models also help to share this knowledge with others. A qualitative study done amongst Finnish software practitioners verifies the conclusions of other studies in the dissertation. Although processes and development methodologies are seen as an essential part of software development, the process modeling techniques are rarely used during the daily development work. However, the potential of these techniques intrigues the practitioners. As a conclusion the dissertation shows that process modeling techniques, most commonly used as tools for process engineers, can also be used as tools for organizing the daily software development work. This work presents theoretical solutions for bringing the process modeling closer to the ground-level software development activities. These theories are proven feasible by presenting several case studies where the modeling techniques are used e.g. to find differences in the work methods of the members of a software team and to share the process knowledge to a wider audience.

Adult education policy in the European Union during the Lisbon decade : the shift to vocational adult learning and work skills matching

This doctoral dissertation investigates the adult education policy of the European Union (EU) in the framework of the Lisbon agenda 2000–2010, with a particular focus on the changes of policy orientation that occurred during this reference decade. The year 2006 can be considered, in fact, a turning point for the EU policy-making in the adult learning sector: a radical shift from a wide--ranging and comprehensive conception of educating adults towards a vocationally oriented understanding of this field and policy area has been observed, in particular in the second half of the so--called ‘Lisbon decade’. In this light, one of the principal objectives of the mainstream policy set by the Lisbon Strategy, that of fostering all forms of participation of adults in lifelong learning paths, appears to have muted its political background and vision in a very short period of time, reflecting an underlying polarisation and progressive transformation of European policy orientations. Hence, by means of content analysis and process tracing, it is shown that the new target of the EU adult education policy, in this framework, has shifted from citizens to workers, and the competence development model, borrowed from the corporate sector, has been established as the reference for the new policy road maps. This study draws on the theory of governance architectures and applies a post-ontological perspective to discuss whether the above trends are intrinsically due to the nature of the Lisbon Strategy, which encompasses education policies, and to what extent supranational actors and phenomena such as globalisation influence the European governance and decision--making. Moreover, it is shown that the way in which the EU is shaping the upgrading of skills and competences of adult learners is modeled around the needs of the ‘knowledge economy’, thus according a great deal of importance to the ‘new skills for new jobs’ and perhaps not enough to life skills in its broader sense which include, for example, social and civic competences: these are actually often promoted but rarely implemented in depth in the EU policy documents. In this framework, it is conveyed how different EU policy areas are intertwined and interrelated with global phenomena, and it is emphasised how far the building of the EU education systems should play a crucial role in the formation of critical thinking, civic competences and skills for a sustainable democratic citizenship, from which a truly cohesive and inclusive society fundamentally depend, and a model of environmental and cosmopolitan adult education is proposed in order to address the challenges of the new millennium. In conclusion, an appraisal of the EU’s public policy, along with some personal thoughts on how progress might be pursued and actualised, is outlined.

A quality and cost approach for welding process selection

The aim of this work was to propose, apply and evaluate a methodical approach to select welding processes in a productive environment based on market requirements of Quality and Costs. A case study was used. The welds were carried out in laboratory, simulating the joint conditions of a manufacturer and using several welding processes: SMAW, GTAW, pulsed GTAW, GMAW with CO2 and Ar based shielding gases and pulsed GMAW. For Quality analysis geometrical aspects of the beads were considered and for Cost analysis, welding parameters and consumable prices. Quantitative indices were proposed and evaluated. After that, evaluation of both Quality and Costs was done, showing to be possible to select the most suitable welding process to a specific application, taking into account the market conditions of a company.

Influence of Cutting Conditions on Tool Life, Tool Wear and Surface Finish in the Face Milling Process

The main goal of this work is to study the influence of cutting conditions - cutting speed, feed velocity and feed per tooth - on tool life and surface finish of the workpiece in the face milling of flat surfaces. Aiming to achieve this goal, several milling experiments were carried out with different cutting speeds, feed velocities and feeds per tooth. In the first phase of the experiments, cutting speed was varied without varying feed velocity, which caused a variation in feed per tooth. In the second phase of the experiments, cutting speed and feed velocity were varied in such a way that feed per tooth was kept constant. Tool flank wear and surface roughness of the workpiece were measured as cutting time elapsed. The main conclusions of this work are that a) cutting speed has a strong influence on tool life, regardless of whether feed velocity or feed per tooth varies and b) an increase in surface roughness of the workpiece is not closely related to an increase in wear of the primary cutting edge.

Organisaatiomuutoksen jalkautuminen konepajayritykseen

Tutkimuksessa tarkasteltiin suomalaisen konepajayrityksen muutosprosessia, jossa se siirtyy yksilökeskeisestä tiimimäiseen toimintatapaan. Tavoitteena oli selvittää, missä asioissa organisaatio on onnistunut ja missä epäonnistunut muutosprosessissa. Tulosten pohjalta analysoitiin yrityksen muutosjohtamista ja muutosvastarinnan tekijöitä ja ideoitiin keinoja miten pysyvä muutos voitaisiin aikaansaada. Tutkimus on luokiteltavissa laadulliseksi tapaustutkimukseksi, jonka aineistona hyödynnettiin yrityksessä toteutettuja kyselytutkimuksia sekä niiden tulosten pohjalta muodostettujen puolistrukturoitujen yksilöhaastatteluiden lausumia. Tutkimus tarkasteli organisaatiota muutoksen alkutilanteessa ja noin vuosi muutoksen aloittamisen jälkeen, joten kyseessä oli toimintatutkimus. Vuoden aikana yrityksessä koettu muutos oli hyvin tiimikohtaista: toiset tiimit toimivat jo hyvinkin tiimimäisesti, mutta toiset tiimit olivat toteuttaneet tiimiytymistä lähinnä pakonomaisesti. Merkittävä syy vähäiseen muutokseen oli se, ettei johto ollut selkeästi viestinyt muutoksen välttämättömyydestä eikä kertonut mistä toiminnassa on kyse ja mitä sillä haetaan. Johtamisen olisi pitänyt myös olla selkeämmin ihmisten johtamista huomioiden yksilöiden motivointitekijöitä ja ryhmäkäyttäytymistä. Olennaista olisi myös kiinnittää enemmän huomiota työhyvinvointitekijöihin, jotta henkilöstö saadaan motivoituneeksi toimimaan yhteiseksi hyväksi.

Adaptation of TRIZ Method for Problem Solving in Process Engineering

TRIZ is one of the well-known tools, based on analytical methods for creative problem solving. This thesis suggests adapted version of contradiction matrix, a powerful tool of TRIZ and few principles based on concept of original TRIZ. It is believed that the proposed version would aid in problem solving, especially those encountered in chemical process industries with unit operations. In addition, this thesis would help fresh process engineers to recognize importance of various available methods for creative problem solving and learn TRIZ method of creative problem solving. This thesis work mainly provides idea on how to modify TRIZ based method according to ones requirements to fit in particular niche area and solve problems efficiently in creative way. Here in this case, the contradiction matrix developed is based on review of common problems encountered in chemical process industry, particularly in unit operations and resolutions are based on approaches used in past to handle those issues.