Reframing the relationship between service design and operations: a service engineering approach

The significance of services as business and human activities has increased dramatically throughout the world in the last three decades. Becoming a more and more competitive and efficient service provider while still being able to provide unique value opportunities for customers requires new knowledge and ideas. Part of this knowledge is created and utilized in daily activities in every service organization, but not all of it, and therefore an emerging phenomenon in the service context is information awareness. Terms like big data and Internet of things are not only modern buzz-words but they are also describing urgent requirements for a new type of competences and solutions. When the amount of information increases and the systems processing information become more efficient and intelligent, it is the human understanding and objectives that may get separated from the automated processes and technological innovations. This is an important challenge and the core driver for this dissertation: What kind of information is created, possessed and utilized in the service context, and even more importantly, what information exists but is not acknowledged or used? In this dissertation the focus is on the relationship between service design and service operations. Reframing this relationship refers to viewing the service system from the architectural perspective. The selected perspective allows analysing the relationship between design activities and operational activities as an information system while maintaining the tight connection to existing service research contributions and approaches. This type of an innovative approach is supported by research methodology that relies on design science theory. The methodological process supports the construction of a new design artifact based on existing theoretical knowledge, creation of new innovations and testing the design artifact components in real service contexts. The relationship between design and operations is analysed in the health care and social care service systems. The existing contributions in service research tend to abstract services and service systems as value creation, working or interactive systems. This dissertation adds an important information processing system perspective to the research. The main contribution focuses on the following argument: Only part of the service information system is automated and computerized, whereas a significant part of information processing is embedded in human activities, communication and ad-hoc reactions. The results indicate that the relationship between service design and service operations is more complex and dynamic than the existing scientific and managerial models tend to view it. Both activities create, utilize, mix and share information, making service information management a necessary but relatively unknown managerial task. On the architectural level, service system -specific elements seem to disappear, but access to more general information elements and processes can be found. While this dissertation focuses on conceptual-level design artifact construction, the results provide also very practical implications for service providers. Personal, visual and hidden activities of service, and more importantly all changes that take place in any service system have also an information dimension. Making this information dimension visual and prioritizing the processed information based on service dimensions is likely to provide new opportunities to increase activities and provide a new type of service potential for customers.

Virtual communities : a virtual treasure trove for end-user developers

End-user development is a very common but often largely overlooked phenomenon in information systems research and practice. End-user development means that regular people, the end-users of software, and not professional developers are doing software development. A large number of people are directly or indirectly impacted by the results of these non-professional development activities. The numbers of users performing end-user development activities are difficult to ascertain precisely. But it is very large, and still growing. Computer adoption is growing towards 100% and many new types of computational devices are continually introduced. In addition, other devices not previously programmable are becoming so. This means that, at this very moment, hundreds of millions of people are likely struggling with development problems. Furthermore, software itself is continually being adapted for more flexibility, enabling users to change the behaviour of their software themselves. New software and services are helping to transform users from consumers to producers. Much of this is now found on-line. The problem for the end-user developer is that little of this development is supported by anyone. Often organisations do not notice end-user development and consequently neither provide support for it, nor are equipped to be able to do so. Many end-user developers do not belong to any organisation at all. Also, the end-user development process may be aggravating the problem. End-users are usually not really committed to the development process, which tends to be more iterative and ad hoc. This means support becomes a distant third behind getting the job done and figuring out the development issues to get the job done. Sometimes the software itself may exacerbate the issue by simplifying the development process, deemphasising the difficulty of the task being undertaken. On-line support could be the lifeline the end-user developer needs. Going online one can find all the knowledge one could ever need. However, that does still not help the end-user apply this information or knowledge in practice. A virtual community, through its ability to adopt the end-user’s specific context, could surmount this final obstacle. This thesis explores the concept of end-user development and how it could be supported through on-line sources, in particular virtual communities, which it is argued here, seem to fit the end-user developer’s needs very well. The experiences of real end-user developers and prior literature were used in this process. Emphasis has been on those end-user developers, e.g. small business owners, who may have literally nowhere to turn to for support. Adopting the viewpoint of the end-user developer, the thesis examines the question of how an end-user could use a virtual community effectively, improving the results of the support process. Assuming the common situation where the demand for support outstrips the supply.

Benchmark of routing protocols regarding green considerations

In Mobile Ad-hoc Networks (MANET) the participating nodes have several roles such as sender, receiver and router. Hence there is a lot of energy consumed by the nodes for the normal working of the network since each node has many different roles. Also in MANET the nodes keep moving constantly and this in turn consumes a lot of energy. Since battery capacity of these nodes is limited it fails to fulfil the high demand of energy. The scarcity of energy makes the energy conservation in mobile ad-hoc networks an important concern. There is several research carried out on the energy consumption of mobile ad-hoc networks these days. Some of this research suggests sleep mode, transmission power control, load balancing etc. In this thesis, we are comparing various proposed energy efficient models for some of the ad-hoc protocols. We compare different energy efficient models for Optimised Linked State Algorithm (OLSR) and Ad-hoc On Demand Distance Vector (AODV). The routing protocols are compared for different parameters such as average remaining energy, number of nodes alive, payload data received and performance with different mobility speed. The simulation results helps in benchmarking the various energy efficient routing models for OLSR and AODV protocols. The benchmarking of the routing protocols can be based on many factors but this thesis concentrates on benchmarking the MANET routing protocols mainly based on the energy efficiency and increased network lifetime.

Business intelligence – enabling self-service: A case study in a global manufacturing company

Business intelligence (BI) is an information process that includes the activities and applications used to transform business data into valuable business information. Today’s enterprises are collecting detailed data which has increased the available business data drastically. In order to meet changing customer needs and gain competitive advantage businesses try to leverage this information. However, IT departments are struggling to meet the increased amount of reporting needs. Therefore, recent shift in the BI market has been towards empowering business users with self-service BI capabilities. The purpose of this study was to understand how self-service BI could help businesses to meet increased reporting demands. The research problem was approached with an empirical single case study. Qualitative data was gathered with a semi-structured, theme-based interview. The study found out that case company’s BI system was mostly used for group performance reporting. Ad-hoc and business user-driven information needs were mostly fulfilled with self-made tools and manual work. It was felt that necessary business information was not easily available. The concept of self-service BI was perceived to be helpful to meet such reporting needs. However, it was found out that the available data is often too complex for an average user to fully understand. The respondents felt that in order to self-service BI to work, the data has to be simplified and described in a way that it can be understood by the average business user. The results of the study suggest that BI programs struggle in meeting all the information needs of today’s businesses. The concept of self-service BI tries to resolve this problem by allowing users easy self-service access to necessary business information. However, business data is often complex and hard to understand. Self-serviced BI has to overcome this challenge before it can reach its potential benefits.

Business intelligence – enabling self-service: A case study in a global manufacturing company

Business intelligence (BI) is an information process that includes the activities and applications used to transform business data into valuable business information. Today’s enterprises are collecting detailed data which has increased the available business data drastically. In order to meet changing customer needs and gain competitive advantage businesses try to leverage this information. However, IT departments are struggling to meet the increased amount of reporting needs. Therefore, recent shift in the BI market has been towards empowering business users with self-service BI capabilities. The purpose of this study was to understand how self-service BI could help businesses to meet increased reporting demands. The research problem was approached with an empirical single case study. Qualitative data was gathered with a semi-structured, theme-based interview. The study found out that case company’s BI system was mostly used for group performance reporting. Ad-hoc and business user-driven information needs were mostly fulfilled with self-made tools and manual work. It was felt that necessary business information was not easily available. The concept of self-service BI was perceived to be helpful to meet such reporting needs. However, it was found out that the available data is often too complex for an average user to fully understand. The respondents felt that in order to self-service BI to work, the data has to be simplified and described in a way that it can be understood by the average business user. The results of the study suggest that BI programs struggle in meeting all the information needs of today’s businesses. The concept of self-service BI tries to resolve this problem by allowing users easy self-service access to necessary business information. However, business data is often complex and hard to understand. Self-serviced BI has to overcome this challenge before it can reach its potential benefits.

Notas críticas sobre a macroeconomia novo-Keynesiana

This article shows that, in spite of its great steps towards reality, new-Keynesian macroeconomics seems to be a non-systematic construction with problems originated from "ad hoc" hypothesis required to explain the non neutrality of money and the existence of disequilibria in the short run. In particular, it seems that prices and wages rigidities stand in sandy bases and that the derivation of the IS and LM curves from neoclassical fundamentals is problematic. Even disregarding the apparent difficulties of the neoclassical theory of value and distribution, the new-Keynesian connections between interest rate, money, and output do not seem fully consistent.

Novas direções na filosofia da mente

As críticas a teorias naturalistas/fisicalistas na filosofia da mente têm focado problemas conceituais fundamentados em qualia e experimentos de pensamento. Cabe questionar a validade de tais críticas, se o alvo das mesmas satisfaz as exigências de uma explicação científica e se as objeções envolvem asserções aparentemente ad hoc. Os filósofos da mente Tyler Burge e Alva Noë, sem fazer uso de tais recursos teóricos, propõem novas maneiras de questionar a neurociência atual. Suas perspectivas chamam atenção pelo foco em problemas empíricos e ainda assim revelam lacunas surpreendentes, no que fisicalistas tendem a considerar a ciência mais avançada da mente.

Business Intelligence Competency Centerin perustaminen: Case LähiTapiola

Tässä diplomityössä selvitetään case-tutkimuksena parhaita käytäntöjä Business Intelligence Competency Centerin (BICC) eli liiketoimintatiedonhallinnan osaamiskeskuksen perustamiseen. Työ tehdään LähiTapiolalle, jossa on haasteita BI-alueen hallinnoinnissa kehittämisen hajaantuessa eri yksiköihin ja yhtiöihin. Myös järjestelmäympäristö on moninainen. BICC:llä tavoitellaan parempaa näkyvyyttä liiketoiminnan tarpeisiin ja toisaalta halutaan tehostaa tiedon hyödyntämistä johtamisessa sekä operatiivisen tason työskentelyssä. Tavoitteena on lisäksi saada kustannuksia pienemmäksi yhtenäistämällä järjestelmäympäristöjä ja BI-työkaluja kuten myös toimintamalleja. Työssä tehdään kirjallisuuskatsaus ja haastatellaan asiantuntijoita kolmessa yrityksessä. Tutkimuksen perusteella voidaan todeta, että liiketoiminnan BI-tarpeita kannattaa mahdollistaa eri tasoilla perusraportoinnista Ad-hoc –raportointiin ja edistyneeseen analytiikkaan huomioimalla nämä toimintamalleissa ja järjestelmäarkkitehtuurissa. BICC:n perustamisessa liiketoimintatarpeisiin vastaaminen on etusijalla.

A stochastic dynamic programming approach for pricing options on stock-index futures

The aim of this thesis is to price options on equity index futures with an application to standard options on S&P 500 futures traded on the Chicago Mercantile Exchange. Our methodology is based on stochastic dynamic programming, which can accommodate European as well as American options. The model accommodates dividends from the underlying asset. It also captures the optimal exercise strategy and the fair value of the option. This approach is an alternative to available numerical pricing methods such as binomial trees, finite differences, and ad-hoc numerical approximation techniques. Our numerical and empirical investigations demonstrate convergence, robustness, and efficiency. We use this methodology to value exchange-listed options. The European option premiums thus obtained are compared to Black's closed-form formula. They are accurate to four digits. The American option premiums also have a similar level of accuracy compared to premiums obtained using finite differences and binomial trees with a large number of time steps. The proposed model accounts for deterministic, seasonally varying dividend yield. In pricing futures options, we discover that what matters is the sum of the dividend yields over the life of the futures contract and not their distribution.

Socially Constructed Environmental Issues and Sport: A Content Analysis of Ski Resort Environmental Communications

Due to the impact of sport on the natural environment (UN, 2010), it is important to examine the interplay between environmental issues and sport (Hums, 2010, Mallen & Chard, 2011; Nauright & Pope, 2009; Ziegler, 2007). This research content analyzed 82 ski resort environmental communications (SRECs). These communications were rated for their prominence, breadth, and depth using the delineation of environmental issues provided by the Sustainable Slopes Program (SSP) Charter. This data was compared to the resorts’ degree of environmentally responsible action as rated by the Ski Area Citizens’ Coalition (SACC). An adaptation of Hudson and Miller's (2005) model was then used to classify the ski resorts as inactive, reactive, exploitive, or proactive in their environmental activities. Recommendations have been made for standardization and transparency in environmental disclosures and an environmental management system to aid ski resorts in moving from ad hoc processes to a systematic and comprehensive framework for improving environmental performance.

Empirical Assessment of an Intertemporal Option Pricing Model with Latent variables

This paper assesses the empirical performance of an intertemporal option pricing model with latent variables which generalizes the Hull-White stochastic volatility formula. Using this generalized formula in an ad-hoc fashion to extract two implicit parameters and forecast next day S&P 500 option prices, we obtain similar pricing errors than with implied volatility alone as in the Hull-White case. When we specialize this model to an equilibrium recursive utility model, we show through simulations that option prices are more informative than stock prices about the structural parameters of the model. We also show that a simple method of moments with a panel of option prices provides good estimates of the parameters of the model. This lays the ground for an empirical assessment of this equilibrium model with S&P 500 option prices in terms of pricing errors.

An Eigenfunction Approach for Volatility Modeling.

In this paper, we introduce a new approach for volatility modeling in discrete and continuous time. We follow the stochastic volatility literature by assuming that the variance is a function of a state variable. However, instead of assuming that the loading function is ad hoc (e.g., exponential or affine), we assume that it is a linear combination of the eigenfunctions of the conditional expectation (resp. infinitesimal generator) operator associated to the state variable in discrete (resp. continuous) time. Special examples are the popular log-normal and square-root models where the eigenfunctions are the Hermite and Laguerre polynomials respectively. The eigenfunction approach has at least six advantages: i) it is general since any square integrable function may be written as a linear combination of the eigenfunctions; ii) the orthogonality of the eigenfunctions leads to the traditional interpretations of the linear principal components analysis; iii) the implied dynamics of the variance and squared return processes are ARMA and, hence, simple for forecasting and inference purposes; (iv) more importantly, this generates fat tails for the variance and returns processes; v) in contrast to popular models, the variance of the variance is a flexible function of the variance; vi) these models are closed under temporal aggregation.

Quand les crimes des sous-fifres engagent la responsabilité de leur chef: la doctrine de la responsabilité du supérieur hiérarchique en droit pénal international

Reprinted by permission of Thomson Carswell, a division of Thomson Canada Limited. Un résumé en anglais est également disponible.

Les sociétés de personnes et la problématique de l'intuitus personae, en France et au Québec

"Mémoire présenté à la Faculté des études supérieures en vue de l'obtention du grade de maîtrise en droit (LL.M.)"

Le règlement des différends commerciaux internationaux en Chine par voie arbitrale

Le contexte culturel particulier à la Chine influe sur le choix du mode de résolution des différends commerciaux comportant un lien d'extranéité. Plusieurs mécanismes de préventions des litiges sont utilisés en Chine. La conciliation et médiation sont issues d'une tradition plus que millénaire en Chine, elles occupent donc un rôle important dans la résolution des différends commerciaux. La conciliation est ainsi presque toujours mise en branle antérieurement à un règlement des différends comportant des solutions contraignantes pour les parties soit un jugement ou une sentence arbitrale. L'analyse de la structure juridique chinoise nous permet de soulever les lacunes relatives à l'utilisation de ce véhicule dans la résolution d'un litige. Effectivement, l'indépendance judiciaire est défaillante ce qui a pour conséquences de préférer l'arbitrage aux tribunaux judiciaires. Malgré cette défaillance, certains investisseurs étrangers pourraient y recourir ce qui nécessite alors une connaissance minimale de ce système juridique. Le règlement des différends, en Chine, relatif à un élément d'extranéité s'effectue principalement par voie arbitrale. De ce fait, deux catégories d'arbitrage doivent alors être présentées ce qui permet d'écarter en Chine l'arbitrage ad hoc qui n'est pas expressément interdit, ni permis. Cette situation a permis à l'arbitrage institutionnel de se développer de façon considérable particulièrement par le biais de la CIETAC qui constitue ainsi l'institution de choix. Mais parallèlement à elle, il ne faut pas négliger les institutions arbitrales étrangères ayant sis sur le territoire chinois qui, de plus en plus, attirent les investisseurs étrangers, et leurs partenaires.