Customer knowledge processing in key account management

The ability of the supplier firm to generate and utilise customer-specific knowledge has attracted increasing attention in the academic literature during the last decade. It has been argued the customer knowledge should treated as a strategic asset the same as any other intangible assets. Yet, at the same time it has been shown that the management of customer-specific knowledge is challenging in practice, and that many firms are better at acquiring customer knowledge than at making use of it. This study examines customer knowledge processing in the context of key account management in large industrial firms. This focus was chosen because key accounts are demanding and complex. It is not unusual for a single key account relationship to constitute a complex web of relationships between the supplier and the key account – thus easily leading to the dispersion of customer-specific knowledge in the supplier firm. Although the importance of customer-specific knowledge generation has been widely acknowledged in the literature, surprisingly little attention has been paid to the processes through which firms generate, disseminate and use such knowledge internally for enhancing the relationships with their major, strategically important key account customers. This thesis consists of two parts. The first part comprises a theoretical overview and draws together the main findings of the study, whereas the second part consists of five complementary empirical research papers based on survey data gathered from large industrial firms in Finland. The findings suggest that the management of customer knowledge generated about and form key accounts is a three-dimensional process consisting of acquisition, dissemination and utilization. It could be concluded from the results that customer-specific knowledge is a strategic asset because the supplier’s customer knowledge processing activities have a positive effect on supplier’s key account performance. Moreover, in examining the determinants of each phase separately the study identifies a number of intra-organisational factors that facilitate the process in supplier firms. The main contribution of the thesis lies in linking the concept of customer knowledge processing to the previous literature on key account management. Moreover, given than this literature is mainly conceptual or case-based, a further contribution is to examine its consequences and determinants based on quantitative empirical data.

Computational visual quality of digitally printed images

The problem of understanding how humans perceive the quality of a reproduced image is of interest to researchers of many fields related to vision science and engineering: optics and material physics, image processing (compression and transfer), printing and media technology, and psychology. A measure for visual quality cannot be defined without ambiguity because it is ultimately the subjective opinion of an “end-user” observing the product. The purpose of this thesis is to devise computational methods to estimate the overall visual quality of prints, i.e. a numerical value that combines all the relevant attributes of the perceived image quality. The problem is limited to consider the perceived quality of printed photographs from the viewpoint of a consumer, and moreover, the study focuses only on digital printing methods, such as inkjet and electrophotography. The main contributions of this thesis are two novel methods to estimate the overall visual quality of prints. In the first method, the quality is computed as a visible difference between the reproduced image and the original digital (reference) image, which is assumed to have an ideal quality. The second method utilises instrumental print quality measures, such as colour densities, measured from printed technical test fields, and connects the instrumental measures to the overall quality via subjective attributes, i.e. attributes that directly contribute to the perceived quality, using a Bayesian network. Both approaches were evaluated and verified with real data, and shown to predict well the subjective evaluation results.

Utilization of a Time Domain Simulator in the Technical and Economic Analysis of a Wind Turbine Electric Drive Train

The amount of installed wind power has been growing exponentially during the past ten years. As wind turbines have become a significant source of electrical energy, the interactions between the turbines and the electric power network need to be studied more thoroughly than before. Especially, the behavior of the turbines in fault situations is of prime importance; simply disconnecting all wind turbines from the network during a voltage drop is no longer acceptable, since this would contribute to a total network collapse. These requirements have been a contributor to the increased role of simulations in the study and design of the electric drive train of a wind turbine. When planning a wind power investment, the selection of the site and the turbine are crucial for the economic feasibility of the installation. Economic feasibility, on the other hand, is the factor that determines whether or not investment in wind power will continue, contributing to green electricity production and reduction of emissions. In the selection of the installation site and the turbine (siting and site matching), the properties of the electric drive train of the planned turbine have so far been generally not been taken into account. Additionally, although the loss minimization of some of the individual components of the drive train has been studied, the drive train as a whole has received less attention. Furthermore, as a wind turbine will typically operate at a power level lower than the nominal most of the time, efficiency analysis in the nominal operating point is not sufficient. This doctoral dissertation attempts to combine the two aforementioned areas of interest by studying the applicability of time domain simulations in the analysis of the economicfeasibility of a wind turbine. The utilization of a general-purpose time domain simulator, otherwise applied to the study of network interactions and control systems, in the economic analysis of the wind energy conversion system is studied. The main benefits of the simulation-based method over traditional methods based on analytic calculation of losses include the ability to reuse and recombine existing models, the ability to analyze interactions between the components and subsystems in the electric drive train (something which is impossible when considering different subsystems as independent blocks, as is commonly done in theanalytical calculation of efficiencies), the ability to analyze in a rather straightforward manner the effect of selections other than physical components, for example control algorithms, and the ability to verify assumptions of the effects of a particular design change on the efficiency of the whole system. Based on the work, it can be concluded that differences between two configurations can be seen in the economic performance with only minor modifications to the simulation models used in the network interaction and control method study. This eliminates the need ofdeveloping analytic expressions for losses and enables the study of the system as a whole instead of modeling it as series connection of independent blocks with no lossinterdependencies. Three example cases (site matching, component selection, control principle selection) are provided to illustrate the usage of the approach and analyze its performance.

Numerical modelling of small supersonic axial flow turbines

Supersonic axial turbine stages typically exhibit lower efficiencies than subsonic axial turbine stages. One reason for the lower efficiency is the occurrence of shock waves. With higher pressure ratios the flow inside the turbine becomes relatively easily supersonic if there is only one turbine stage. Supersonic axial turbines can be designed in smaller physical size compared to subsonic axial turbines of same power. This makes them good candidates for turbochargers in large diesel engines, where space can be a limiting factor. Also the production costs are lower for a supersonic axial turbine stage than for two subsonic stages. Since supersonic axial turbines are typically low reaction turbines, they also create lower axial forces to be compensated with bearings compared to high reaction turbines. The effect of changing the stator-rotor axial gap in a small high (rotational) speed supersonic axial flow turbine is studied in design and off-design conditions. Also the effect of using pulsatile mass flow at the supersonic stator inlet is studied. Five axial gaps (axial space between stator and rotor) are modeled using threedimensional computational fluid dynamics at the design and three axial gaps at the off-design conditions. Numerical reliability is studied in three independent studies. An additional measurement is made with the design turbine geometry at intermediate off-design conditions and is used to increase the reliability of the modelling. All numerical modelling is made with the Navier-Stokes solver Finflo employing Chien’s k ¡ ² turbulence model. The modelling of the turbine at the design and off-design conditions shows that the total-to-static efficiency of the turbine decreases when the axial gap is increased in both design and off-design conditions. The efficiency drops almost linearily at the off-design conditions, whereas the efficiency drop accelerates with increasing axial gap at the design conditions. The modelling of the turbine stator with pulsatile inlet flow reveals that the mass flow pulsation amplitude is decreased at the stator throat. The stator efficiency and pressure ratio have sinusoidal shapes as a function of time. A hysteresis-like behaviour is detected for stator efficiency and pressure ratio as a function of inlet mass flow, over one pulse period. This behaviour arises from the pulsatile inlet flow. It is important to have the smallest possible axial gap in the studied turbine type in order to maximize the efficiency. The results for the whole turbine can also be applied to some extent in similar turbines operating for example in space rocket engines. The use of a supersonic stator in a pulsatile inlet flow is shown to be possible.

The role of power relations in strategic supply management – A value net approach

Supplier relationships are key elements of supply management and thus have attracted substantial research interest among academics and practitioners. The collaborative nature of relationships has been the focus of the mainstream research, and limited interest has been channelled towards power in buyer–supplier relationships. However, power is one of the key factors determining the outcomes in many business relations. Hence, one of the main objectives of this dissertation is to clarify how power may influence the nature of buyer–supplier relationships and, moreover, the depth of collaboration. Another main objective is to clarify the role of power relations in strategic supply management. Given the different nature of relationships, the firm needs divergent strategies in its supply management in order to handle them efficiently. Power has been identified as one of the factors that affect the nature of buyer–supplier relationships, and firms should thus develop strategies for handling power relations. Three research questions are addressed in pursuit of these objectives, the aim being to clarify the sources of power, the influence of power on collaboration, and the role of buyer–supplier relationships in the firm’s supply strategy. This dissertation has two parts. The first part provides a synthesis of the overall dissertation, and the second part comprises five complementary research papers. The qualitative research method is applied in an empirical case study from the Finnish food industry. The main contribution of this dissertation is that it clarifies the role of power relations in strategic supply management in value nets, and discloses the nature of power as an influencing factor in supplier relationships. It extends the discussion on power in buyer– supplier relationships in highlighting the context of networks and raising the question of network effects on power relations. It also illustrates how power positions and power relations in value nets can be determined based on the sources of power of the network actors, and shows their influence on collaboration.

Induction Motor Drive Energy Efficiency - Simulation and Analysis

A coupled system simulator, based on analytical circuit equations and a finite element method (FEM) model of the motor has been developed and it is used to analyse a frequency-converterfed industrial squirrel-cage induction motor. Two control systems that emulate the behaviour of commercial direct-torque-controlled (DTC) and vector-controlled industrial frequency converters have been studied, implemented in the simulation software and verified by extensive laboratory tests. Numerous factors that affect the operation of a variable speed drive (VSD) and its energy efficiency have been investigated, and their significance in the simulation of the VSD results has been studied. The dependency of the frequency converter, induction motor and system losses on the switching frequency is investigated by simulations and measurements at different speeds for both the vector control and the DTC. Intensive laboratory measurements have been carried out to verify the simulation results.

Johdon coaching: Rajanvetoja, taustateorioita ja prosesseja

Johdon coaching on henkilokohtainen johdon kehittamisen menetelma, jossa coach auttaa coachattavaa itse loytamaan omaa kehittymistaan ja toimintaansa koskevia ratkaisuja. Johdon coaching on lisaantynyt maailmalla ja Suomessa voimakkaasti viimeisten vuosien aikana. Kasvaneesta suosiosta huolimatta johdon coachingia on tutkittu vahan Suomessa. Tassa tutkimuksessa tutkittiin, miten johdon coaching maaritellaan ja miten se eroaa sita lahella olevista menetelmista, seka mitka ovat johdon coachingiin liittyvat taustateoriat ja miten johdon coachingia toteutetaan. Tutkimus pohjautuu sosiaaliseen konstruktionismiin. Tama vaitoskirja koostuu kahdesta osasta. Tyossa on kasiteanalyyttinen ja aikaisempaa teoreettista kirjallisuutta analysoiva osuus seka laadulliseen tutkimukseen pohjautuva empiirinen osuus. Tutkimuksen empiirisen osan aineisto tuotettiin teemahaastattelemalla 29:aa johdon coachingia toteuttanutta henkilda. Tutkimuksen tuloksista tulee esille johdon coachingin prosessimainen, tavoitteellinen ja systemaattinen luonne. Johdon coaching voidaan erottaa sita lahella olevista kasitteista, kuten terapia, koulutus, liikkeenjohdon konsultointi, mentorointi ja tyonohjaus, joskin rajanvedot eri kasitteiden valilla ovat epamaaraisia. Johdon coachingissa hyodynnetaan useita taustateorioita. Tyypillisesti eri taustateorioita yhdistetaan toisiinsa. Johdon coachingia voidaan toteuttaa eri lahtokohdista kasin ja eri tavoin, mutta tyypillisin toteutustapa on kuitenkin coachin ja coachattavan valinen keskustelu.

The Effects of Some Furnish and Paper Structure Related Factors on Wet Web Tensile and Relaxation Characteristics

The objective of this thesis was to identify the effects of different factors on the tension and tension relaxation of wet paper web after high-speed straining. The study was motivated by the plausible connection between wet web mechanical properties and wet web runnability on paper machines shown by previous studies. The mechanical properties of wet paper were examined using a fast tensile test rig with a strain rate of 1000%/s. Most of the tests were carried out with laboratory handsheets, but samples from a pilot paper machine were also used. The tension relaxation of paper was evaluated as the tension remaining after 0.475 s of relaxation (residual tension). The tensile and relaxation properties of wet webs were found to be strongly dependent on the quality and amount of fines. With low fines content, the tensile strength and residual tension of wet paper was mainly determined by the mechanical interactions between fibres at their contact points. As the fines strengthen the mechanical interaction in the network, the fibre properties also become important. Fibre deformations caused by the mechanical treatment of pulp were shown to reduce the mechanical properties of both dry and wet paper. However, the effect was significantly higher for wet paper. An increase of filler content from 10% to 25% greatly reduced the tensile strength of dry paper, but did not significantly impair wet web tensile strength or residual tension. Increased filler content in wet web was shown to increase the dryness of the wet web after the press section, which partly compensates for the reduction of fibrous material in the web. It is also presumable that fillers increase entanglement friction between fibres, which is beneficial for wet web strength. Different contaminants present in white water during sheet formation resulted in lowered surface tension and increased dryness after wet pressing. The addition of different contaminants reduced the tensile strength of the dry paper. The reduction of dry paper tensile strength could not be explained by the reduced surface tension, but rather on the tendency of different contaminants to interfere with the inter-fibre bonding. Additionally, wet web strength was not affected by the changes in the surface tension of white water or possible changes in the hydrophilicity of fibres caused by the addition of different contaminants. The spraying of different polymers on wet paper before wet pressing had a significant effect on both dry and wet web tensile strength, whereas wet web elastic modulus and residual tension were basically not affected. We suggest that the increase of dry and wet paper strength could be affected by the molecular level interactions between these chemicals and fibres. The most significant increases in dry and wet paper strength were achieved with a dual application of anionic and cationic polymers. Furthermore, selectively adding papermaking chemicals to different fibre fractions (as opposed to adding chemicals to the whole pulp) improved the wet web mechanical properties and the drainage of the pulp suspension.

Performance of high power fibre laser cutting of thick-section steel and mediumsection aluminium

Cutting of thick section stainless steel and mild steel, and medium section aluminium using the high power ytterbium fibre laser has been experimentally investigated in this study. Theoretical models of the laser power requirement for cutting of a metal workpiece and the melt removal rate were also developed. The calculated laser power requirement was correlated to the laser power used for the cutting of 10 mm stainless steel workpiece and 15 mm mild steel workpiece using the ytterbium fibre laser and the CO2 laser. Nitrogen assist gas was used for cutting of stainless steel and oxygen was used for mild steel cutting. It was found that the incident laser power required for cutting at a given cutting speed was lower for fibre laser cutting than for CO2 laser cutting indicating a higher absorptivity of the fibre laser beam by the workpiece and higher melting efficiency for the fibre laser beam than for the CO2 laser beam. The difficulty in achieving an efficient melt removal during high speed cutting of the 15 mmmild steel workpiece with oxygen assist gas using the ytterbium fibre laser can be attributed to the high melting efficiency of the ytterbium fibre laser. The calculated melt flow velocity and melt film thickness correlated well with the location of the boundary layer separation point on the 10 mm stainless steel cut edges. An increase in the melt film thickness caused by deceleration of the melt particles in the boundary layer by the viscous shear forces results in the flow separation. The melt flow velocity increases with an increase in assist gas pressure and cut kerf width resulting in a reduction in the melt film thickness and the boundary layer separation point moves closer to the bottom cut edge. The cut edge quality was examined by visual inspection of the cut samples and measurement of the cut kerf width, boundary layer separation point, cut edge squareness (perpendicularity) deviation, and cut edge surface roughness as output quality factors. Different regions of cut edge quality in 10 mm stainless steel and 4 mm aluminium workpieces were defined for different combinations of cutting speed and laserpower.Optimization of processing parameters for a high cut edge quality in 10 mmstainless steel was demonstrated

On Undecidable Dynamical Properties of Reversible One-Dimensional Cellular Automata

Cellular automata are models for massively parallel computation. A cellular automaton consists of cells which are arranged in some kind of regular lattice and a local update rule which updates the state of each cell according to the states of the cell's neighbors on each step of the computation. This work focuses on reversible one-dimensional cellular automata in which the cells are arranged in a two-way in_nite line and the computation is reversible, that is, the previous states of the cells can be derived from the current ones. In this work it is shown that several properties of reversible one-dimensional cellular automata are algorithmically undecidable, that is, there exists no algorithm that would tell whether a given cellular automaton has the property or not. It is shown that the tiling problem of Wang tiles remains undecidable even in some very restricted special cases. It follows that it is undecidable whether some given states will always appear in computations by the given cellular automaton. It also follows that a weaker form of expansivity, which is a concept of dynamical systems, is an undecidable property for reversible one-dimensional cellular automata. It is shown that several properties of dynamical systems are undecidable for reversible one-dimensional cellular automata. It shown that sensitivity to initial conditions and topological mixing are undecidable properties. Furthermore, non-sensitive and mixing cellular automata are recursively inseparable. It follows that also chaotic behavior is an undecidable property for reversible one-dimensional cellular automata.

Supersaturation-controlled crystallization

Identification of product requirements and quality, together with the management of production are key issues in chemical engineering. Quality control of crystalline products is part of the quality of many industrially manufactured products like paper, paintings, medicines and fertilizers. In most crystallization cases, quality is described with the size, polymorph, shape and purity of the crystal. The chemical composition, hydrodynamics and driving force, together with the operating temperature are in a key position when the properties of a crystalline product are controlled with the crystallization process. This study concentrates on managing the identified properties of a crystalline product with the control of a driving force. The controlling of the driving force can be based on the change of solubility or the change of concentration. Solubility can be changed with temperature, pressure and an antisolvent. The concentration of crystallizing compound, the solute can be changed with the evaporation of the solvent and with the addition of a reagent. The present study focuses on reagent addition and temperature change as methods of changing the level of the driving force. Three control structures for direct control of supersaturation are built, one for cooling crystallization and two for reactive crystallization. Closed loop feedback control structures are based on the measurement of the solute concentration with attenuated total reflection - Fourier transform infrared spectrometer. The details of the reagent feed are analyzed with experimental studies and with results of computational fluid dynamic simulations of the inert particle pulse in the premixer and inert particle injection to the mixing tank. Nucleation in conditions of controlled reactive crystallization is analyzed with Nielsen’s equation of homogeneous nucleation. The resulting control systems, based on regulation of supersaturation, can be used to produce the desired polymorph of an organic product. The polymorph composition of product crystals is controlled repeatably with the decision of a set value of supersaturation level.

First principles modeling of metallic alloys and alloy surfaces

By alloying metals with other materials, one can modify the metal’s characteristics or compose an alloy which has certain desired characteristics that no pure metal has. The field is vast and complex, and phenomena that govern the behaviour of alloys are numerous. Theories cannot penetrate such complexity, and the scope of experiments is also limited. This is why the relatively new field of ab initio computational methods has much to give to this field. With these methods, one can extend the understanding given by theories, predict how some systems might behave, and be able to obtain information that is not there to see in physical experiments. This thesis pursues to contribute to the collective knowledge of this field in the light of two cases. The first part examines the oxidation of Ag/Cu, namely, the adsorption dynamics and oxygen induced segregation of the surface. Our results demonstrate that the presence of Ag on the Cu(100) surface layer strongly inhibits dissociative adsorption. Our results also confirmed that surface reconstruction does happen, as experiments predicted. Our studies indicate that 0.25 ML of oxygen is enough for Ag to diffuse towards the bulk, under the copper oxide layer. The other part elucidates the complex interplay of various energy and entropy contributions to the phase stability of paramagnetic duplex steel alloys. We were able to produce a phase stability map from first principles, and it agrees with experiments rather well. Our results also show that entropy contributions play a very important role on defining the phase stability. This is, to the author’s knowledge, the first ab initio study upon this subject.

Teollisuuden ja yhdyskuntien energiatehokkuusselvitykset, auditoinnit 2008–2010

Nykypäivänä energiansäästötavoitteet ovat haasteena yhä useammalle energiankuluttajalle. Tavoitteisiin päästäkseen yritykset ja kunnalliset energiankuluttajat kaipaavat usein apua kannattavien energiansäätökeinojen löytämiseksi. Erilaiset energiakatselmukset vastaavat tähän tarpeeseen ja ovat esimerkki tuloksellisesta energiansäästöstä. Lappeenrannan teknillinen yliopisto on tutkinut energiatehokkuutta pitkään erilaisissa projekteissa teollisuuden kanssa yhteistyössä. Osa LUT:n energiatehokkuustutkimusta ovat energia-auditoinnit yrityksille ja kunnille, joita LUT Energian projektin puitteissa alettiin kehittää vuoden 2008 syksyllä. Energia-auditointien fokuksena on pyritty pitämään pumppausprosessien energiatehokkuuden optimointia, sillä aihetta on tutkittu yliopistolla laajasti. Pumppausprosesseissa on todettu olevan merkittävä energiansäästöpotentiaali: pumppauksen kuluttamasta energiasta voi olla mahdollista säästää jopa 50 % erilaisilla laite- ja säästötaparatkaisuilla. Pumppausprosessien energia-auditointeja on tehty teollisuuden pumppauskohteisiin kuin myös kunnallisiin vesi-huoltolaitoksiin. Lisäksi energia-auditointien puitteissa on tutkittu energiansäästömahdollisuuksia rakennuksissa. Energiansäästökohteita etsitään sekä lämpö- että sähköenergian osalta. Energia-auditoinneissa pumppausten osalta energiansäästöpotentiaalia on todettu olevan etenkin suuren kokoluokan pumpuissa, joilla on pitkä vuosittainen käyttöaika. Myös pumppujen säätötavalla on suuri merkitys energiankulutukseen. Rakennusten osalta on pyritty selvittämään, kuinka energiankulutus jakautuu eri kulutusryhmien kesken. Säästökohteita on löydetty muun muassa rakennusten tiiviydestä, ilmanvaihdosta kuin valaistuksestakin. Monia auditointien asiakkaita on kiinnostanut etenkin led-teknologian hyödyntäminen yleisvalaistuksessa sekä muut keinot säästää valaistuksen energiankulutuksessa. Pyrkimyksenä on kehittää energia-auditointeja projektin aikana saavutettujen kokemusten avulla sekä myös liiketaloudellisessa mielessä opinnäytetutkielmien avulla. Menestyksekäs palveluliiketoiminta edellyttää määriteltyjä toimintatapoja, riittävän tarkkaa palvelujen rajausta ja koko energia-auditointiprosessin kehittämistä aina asiakassuhteen luomisesta sen jatko-hoitoon saakka.