Evaluating the Advantages of Implementing a CRM solution

CRM-järjestelmän avulla pyritään yleisesti tehostamaan liiketoimintaprosesseja. Yrityksestä, kuin myös toimialasta riippuen hyödyt sekä tavoitteet vaihtelevat jonkin verran. Usein CRM-järjestelmän avulla saavutettavien hyötyjen mittaaminen ja arviointi organisaatiossa koetaan hankalaksi ja täten todellinen hyötyjen arviointi jää suppeaksi. Tämän tutkimuksen tavoitteena oli kartoittaa etuja, joita CRM-järjestelmän käyttöönotto on todellisuudessa tuonut yrityksille. Tutkimus kulminoituu laskentamalliin, jonka avulla CRM käytön hyödyt konvertoidaan konkreettiseksi rahasummaksi. Tutkimuksessa pyritään vastaamaan seuraaviin tutkimuskysymyksiin: 1. Kun yritys suunnitteli CRM-sovelluksen käyttöönottoa, mitkä olivat järjestelmälle asetetut tavoitteet? 2. Onko yritys saavuttanut CRM-järjestelmälle asetetut tavoitteet? 3. Onko yritys saavuttanut odottamattomia hyötyjä CRM-järjestelmän käytön avulla? 4. Mitkä ovat CRM-järjestelmän tärkeimmät kehityskohteet käyttökokemusten perusteella? Tutkimus perustuu CRM-kirjallisuuden avulla luotuun teoriaviitekehykseen. Teoriaviitekehyksen pohjalta luotiin ideaalimalli ja mallin pohjalta web-survey -kysely. Kyselyn tulosten perusteella toteutettiin haastatteluja, joilla pyrittiin saamaan tutkimustuloksiin syvyyttä.

Konfiguraationhallinta IT-palvelutoimittajan liiketoiminnassa

Tutkimuksessa selvitetään millainen tietotekniikan liiketoiminta-alalla toimivan palvelutoimittajan konfiguraationhallinnan järjestelmän tulisi olla, ja mitä erilaisia tekijöitä sen suunnittelussa, käyttöönotossa ja hallinnassa pitää ottaa huomioon. Case-tutkimuksessa kartoitetaan vastaavia tekijöitä sovellushallintapalveluja toimittavan yksikön näkökulmasta. Yritysten toiminta perustuu nykyisin ITIL-ohjeistukseen, joka määrittelee yhdeksi ydintoiminnokseen konfiguraationhallinnan prosessin. Tämän prosessin perustana toimii erityinen CMDB-tietokanta. Tutkimuksessa tarkastellaan aluksi CMDB:n suunnitteluvaiheessa huomioon otettavia tekijöitä. Lisäksi tarkastellaan käytön mukanaan tuomia hyötyjä yritykselle ja myös haasteita, joihin käyttöönottoprojektin on pystyttävä vastaamaan. Tarkka tavoitteiden asettaminen, johdon ja henkilöstön sitoutuminen sekä vaiheittainen osa kerrallaan tapahtuva käyttöönotto ovat ne tekijät, joilla haasteisiin voidaan vastata. Hyvällä muutoshallinnalla voidaan varmistaa jatkuvan palvelun vaiheessa se, että järjestelmän tiedot pysyvät ajan tasalla ja oikeina.

Researching Manufacturing Planning and Control system and Master Scheduling in a manufacturing firm.

The objective of this thesis is to research Manufacturing Planning and Control (MPC) system and Master Scheduling (MS) in a manufacturing firm. The study is conducted at Ensto Finland Corporation, which operates on a field of electrical systems and supplies. The paper consists of theoretical and empirical parts. The empirical part is based on weekly operating at Ensto and includes inter-firm material analysis, learning and meetings. Master Scheduling is an important module of an MPC system, since it is beneficial on transforming strategic production plans based on demand forecasting into operational schedules. Furthermore, capacity planning tools can remarkably contribute to production planning: by Rough-Cut Capacity Planning (RCCP) tool, a MS plan can be critically analyzed in terms of available key resources in real manufacturing environment. Currently, there are remarkable inefficiencies when it comes to Ensto’s practices: the system is not able to take into consideration seasonal demand and react on market changes on time; This can cause significant lost sales. However, these inefficiencies could be eliminated through the appropriate utilization of MS and RCCP tools. To utilize MS and RCCP tools in Ensto’s production environment, further testing in real production environment is required. Moreover, data accuracy, appropriate commitment to adapting and learning the new tools, and continuous developing of functions closely related to MS, such as sales forecasting, need to be ensured.

Harvesting and wood transport planning with SNAP III program (Scheduling and Network Analysis Program) in a pine plantation in Southeast Brazil

The objective of this study was to verify the potential of SNAP III (Scheduling and Network Analysis Program) as a support tool for harvesting and wood transport planning in Brazil harvesting subsystem definition and establishment of a compatible route were assessed. Initially, machine operational and production costs were determined in seven subsystems for the study area, and quality indexes, construction and maintenance costs of forest roads were obtained and used as SNAP III program input data. The results showed, that three categories of forest road occurrence were observed in the study area: main, secondary and tertiary which, based on quality index, allowed a medium vehicle speed of about 41, 30 and 24 km/hours and a construction cost of about US$ 5,084.30, US$ 2,275.28 and US$ 1,650.00/km, respectively. The SNAP III program used as a support tool for the planning, was found to have a high potential tool in the harvesting and wood transport planning. The program was capable of defining efficiently, the harvesting subsystem on technical and economical basis, the best wood transport route and the forest road to be used in each period of the horizon planning.

Computational modeling for irrigated agriculture planning. Part I: general description and linear programming

Linear programming models are effective tools to support initial or periodic planning of agricultural enterprises, requiring, however, technical coefficients that can be determined using computer simulation models. This paper, presented in two parts, deals with the development, application and tests of a methodology and of a computational modeling tool to support planning of irrigated agriculture activities. Part I aimed at the development and application, including sensitivity analysis, of a multiyear linear programming model to optimize the financial return and water use, at farm level for Jaíba irrigation scheme, Minas Gerais State, Brazil, using data on crop irrigation requirement and yield, obtained from previous simulation with MCID model. The linear programming model outputted a crop pattern to which a maximum total net present value of R$ 372,723.00 for the four years period, was obtained. Constraints on monthly water availability, labor, land and production were critical in the optimal solution. In relation to the water use optimization, it was verified that an expressive reductions on the irrigation requirements may be achieved by small reductions on the maximum total net present value.

Computational modeling for irrigated agriculture planning. Part II: risk analysis

Techniques of evaluation of risks coming from inherent uncertainties to the agricultural activity should accompany planning studies. The risk analysis should be carried out by risk simulation using techniques as the Monte Carlo method. This study was carried out to develop a computer program so-called P-RISCO for the application of risky simulations on linear programming models, to apply to a case study, as well to test the results comparatively to the @RISK program. In the risk analysis it was observed that the average of the output variable total net present value, U, was considerably lower than the maximum U value obtained from the linear programming model. It was also verified that the enterprise will be front to expressive risk of shortage of water in the month of April, what doesn't happen for the cropping pattern obtained by the minimization of the irrigation requirement in the months of April in the four years. The scenario analysis indicated that the sale price of the passion fruit crop exercises expressive influence on the financial performance of the enterprise. In the comparative analysis it was verified the equivalence of P-RISCO and @RISK programs in the execution of the risk simulation for the considered scenario.

Strike hard, strike sure - Operation Musketeer : British military planning during the Suez Crisis, 1956

Operation Musketeer, a combined joint Anglo-French operation aimed at regaining control of the Suez Canal in 1956, has received much attention from scholars. The most common approach to the crisis has been to examine the political dimension. The political events that led Prime Minister Anthony Eden’s cabinet to decide to use military force against the wishes of their superior American ally and in the face of American economic pressure and a Soviet threat to attack Paris and London with rockets have been analysed thoroughly. This is particularly the case because the ceasefire and eventual withdrawal were an indisputable defeat of British policy in the Middle East. The military operation not only ruined Prime Minister Eden’s career, but it also diminished the prestige of Britain. It was the beginning of the end, some claim. The British Empire would never be the same. As the consequences of using force are generally considered more important than the military operations themselves, very little attention has been paid to the military planning of Operation Musketeer. The difference between the number of publications on Operation Corporate of the Falklands War and Operation Musketeer is striking. Not only has there been little previous research on the military aspects of Musketeer, the conclusions drawn in the existing works have not reached a consensus. Some historians, such as Correlli Barnett, compare Musketeer to the utter failures of the Tudor landings and Gallipoli. Among significant politicians, Winston Churchill, who had retired from the prime ministership only a year before the Suez Crisis, described the operation as “the most ill-conceived and ill-executed imaginable”. Colin McInnes, a well-known author on British defence policy, represents the middle view when he describes the execution as “far from failure”. Finally, some, like Julian Thompson, the Commander of 3 Commando Brigade during the Falklands War, rate the military action itself as being successful. The interpretation of how successful the handling of the Suez Crisis was from the military point of view depends very much on the approach taken and the areas emphasised in the subject. Frequently, military operations are analysed in isolation from other events. The action of a country’s armed forces is separated from the wider context and evaluated without a solid point of comparison. Political consequences are often used as validated criteria, and complicated factors contributing to military performance are ignored. The lack of comprehensive research on the military action has left room for an analysis concentrating on the military side of the crisis.

Identification, assessment and ordering of concepts for agro-energy planning and possibilities of spatial analysis

ABSTRACT The present study aims to present the main concepts of the sugarcane straw to energy planning. Throughout the study, the subject is contextualized highlighting broader aspects of sustainability, which is considered the main driver towards agro-energy modernization. Concerning sugarcane straw, we first evaluated its availability regarding technical and economic aspects, and then it summarized the straw production chain for energy supply purposes. As a proposal to support agro-energy planning, it is presented some spatial tools that have been barely used in the Brazilian energy planning context so far. Therefore, working on straw to electricity associated with supply chain basis, we developed a conceptual model to spatially assess this bioenergy system. Using the model proposed, it is described the whole supply chain at state level, which accounted the potential of a single mill to explore straw, as well as main costs associated with straw acquisition, investments on the straw recovery routes and electricity transmission. Bearing these concepts in mind, it is fully believed that spatial analysis can bring important information for agro-energy action plans.

Toimintaohjeiston laatiminen HSY:n jätehuollon elinkaarimallinnuspalveluiden hankkimiseksi

Elinkaariarviointi on menetelmä, missä tuotejärjestelmän aikaiset syötteet ja tuotteet koostetaan yhteen ja tuloksena saadaan sen ympäristökuormitus. Elinkaariarviointi on päätöksentekoa tukeva työkalu. Jätelain kokonaisuudistuksen myötä elinkaariarvioinnin käyttö tullee lisääntymään kuntavastuullisessa jätehuollossa. Helsingin seudun ympäristöpalvelut -kuntayhtymä HSY:n jätehuollon tavoitteena on rakentaa elinkaarimalli, jonka avulla voidaan selvittää koko toiminnan aiheuttama ympäristökuormitus ja taloudelliset vaikutukset. HSY:n jätehuolto on päättänyt toteuttaa elinkaarimallin rakentamisen konsulttityönä. Työn tavoitteena on ollut laatia toimintaohjeisto HSY:n jätehuollon elinkaarimallinnuspalveluiden hankkimiseksi. Elinkaarimalli voidaan tehdä kaupallista ohjelmistoa käyttämällä. Tähän selvitykseen on valittu arvioitavaksi kolme elinkaariarvioinnin työkalua: EASEWASTE, WRATE ja GaBi 4.4. Ohjelmistojen ominaisuuksia on arvioitu kirjallisuuden ja haastattelun perusteella. Työssä on laadittu kriteeristö näiden ohjelmistojen arviointiin. Kirjallisuuden perusteella on selvitetty elinkaariarvioinnin soveltamiskohteet kuntavastuullisessa jätehuollossa. HSY:n jätehuollon elinkaariarvioinnin soveltamiskohteet ja mallinnustarpeet on tunnistettu haastattelemalla HSY:n jätehuollon asiantuntijoita. HSY:n jätehuollolle rakennettavan mallin päivittämistä, käyttöä ja kehittämistä tulisi hallita HSY:n jätehuollon toimesta. Kaikki työssä arvioidut ohjelmistot soveltuvat HSY:n jätehuollon tunnistamien mallinnustarpeiden laskentaan. Elinkaarimallinnuspalveluiden toimintaohjeistolla pyritään varmistamaan HSY:n jätehuollon tarpeisiin soveltuvan mallin hankinta ja jatkotoimenpiteiden suunnittelu.

THE ROLE OF INFORMATION TECHNOLOGY IN CREATING SUSTAINABILITY VALUE FOR FINANCIAL INSTITUTIONS IN 2020 : a scenario planning approach

The growing importance of global sustainability issues has been causing many changes to the financial services industry. Facts such as climate change, social development and the financial crisis in 2008 have been making banks reconsider the manner that they consider environmental, social and economic factors in their decision-making process. At the same time, information technology (IT) has been transforming the financial service industry and its fast development has casted doubts on the way it should be managed within an organization. This current changing environment brings a number of uncertainties to the future that cannot be addressed using traditional forecasting techniques. This research investigates how IT can bring value to sustainability in the financial service industry in 2020. Through the use of a scenario planning technique, we analyzed how trends in the current environment (considering the relation between sustainability, financial institutions an IT) can lead to four different future scenarios. Then, we discussed how IT can improve a bank’s sustainability performance, considering the limitations of each scenario.

Imaging of Tumour Microenvironment for the Planning of Oncological Therapies Using Positron Emission Tomography

Tumour cells differ from normal tissue cells in several important ways. These differences, like for example changed energy metabolism, result in altered microenvironment of malignant tumours. Non-invasive imaging of tumour microenvironment has been at the centre of intense research recently due to the important role that this changed environement plays in the development of malignant tumours and due to the role it plays in the treatment of these tumours. In this respect, perhaps the most important characteristics of the tumour microenvironment from this point of view are the lack of oxygen or hypoxia and changes in blood flow (BF). The purpose of this thesis was to investigate the processes of energy metabolism, BF and oxygenation in head and neck cancer and pancreatic tumours and to explore the possibilities of improving the methods for their quantification using positron emission tomography (PET). To this end [18F]EF5, a new PET tracer for detection of tumour hypoxia was investigated. Favourable uptake properties of the tracer were observed. In addition, it was established that the uptake of this tracer does not correlate with the uptake of existing tracers for the imaging of energy metabolism and BF, so the information about the presence of tissue hypoxia cannot therefore be obtained using tracers such as [18F]FDG or [15O]H2O. These results were complemented by the results of the follow-up study in which it was shown that the uptake of [18F]EF5 in head and neck tumours prior to treatment is also associated with the overall survival of the patients, indicating that tumour hypoxia is a negative prognostic factor and might be associated with therapeutic resistance. The influences of energy metabolism and BF on the survival of patients with pancreatic cancer were investigated in the second study. The results indicate that the best predictor of survival of patients with pancreatic cancer is the relationship between energy metabolism and BF. These results suggest that the cells with high metabolic activity in a hypoperfused tissue have the most aggressive phenotype.

Ethological activities, ruminal parameters and weight gain of calves supplemented with different amounts of sodium chloride

The daily weight gain, behavioral activities (grazing, ruminating and water consumption) and the number of rumen protozoa, pH, NH3, and the osmolarity of rumen fluid was evaluated for four groups of six calves HPB/Zebu submitted to daily intake of 15, 30, 60 and 90g of NaCl during 135 days (9th Jan. to 24th May 2008).Throughout the experimental period the calves were in perfect health condition and did not show any signs suggestive of chronic sodium poisoning. There was no significant difference in average daily gain of the calves as the intake of NaCl increased. No significant behavioral changes were observed in the activities of grazing and rumination. However, there was a noticeable change in the frequency of water consumption in the calves that ingested 90g/d of NaCl; they went more often to the trough and drank more water than the group that ingested only 15g sodium chloride/d. The osmolarity of ruminal liquid was higher in the group of calves fed 90g of NaCl/d. The pH, NH3 concentration and number of rumen protozoa was within the normal range.

Influence of tail biting on weight gain, lesions and condemnations at slaughter of finishing pigs

The present study assessed the association of tail-biting lesions in finishing pigs with weight gain, occurrence of locomotion or respiratory disorders and abscesses during finishing period, and carcass condemnation at slaughter. The study was carried out on 4 different farms. For each animal with a tail biting lesion, two control pigs were selected. The total number of animals in the study was 312, with 104 of them being tail-bitten. Tail lesions were classified according to the degree of severity into four scores: score 0 -normal tail withou lesion; score 1-3 - increasing lesion severity, and score 4 - healed lesions. Overall, the occurrence of severe tail lesions (score 3) varied from 55 to 73% of tail-bitten pigs among farms. On all farms, healing of tail lesions was observed in 95% to 100% of the animals at the evaluation performed within 41-43 days after the commencement of the study. In two out of the four evaluated farms, pigs with score of 3 showed lower weight gain (P<0.05) compared with score 0 pigs. Before slaughter, the occurrence of locomotion problems and nodules/abscesses was associated (P<0.05) with the presence of tail-biting lesions. At slaughter, tail-biting lesions were associated (P<0.05) with the presence of abscesses, lung lesions (pleuritis and embolic pneumonia) or arthritis in carcasses. Carcass condemnation was associated with the presence of tail-biting lesions (P<0.05). Overall, carcass condemnation rate was 21.4%, of which animals with tail-biting lesions accounted for 66.7% of condemnations. Among the animals diagnosed with cannibalism at farm level, only two had not healed their lesions at slaughter. The fact that there were a lot of carcass condemnations, despite the fact that tail-bitten animals had no more active lesions, suggests that different situations may be observed between the field and slaughter, reinforcing the need to analyze pigs both at farm and slaughter to allow proper assessment of losses related to tail biting. Collectively, the observations of the present study show that complications associated with tail-biting found in slaughterhouses are probably underestimating field prevalence.

Parasitism level by helminths and weight gain of calves kept in organic and conventional grazing

Sustainable production is a principle in which we must meet the needs of the present without compromising the capacity of future generations. Despite the successful development of pesticides against endo and ectoparasites found in domestic ruminants, these parasites are still the major problem of the herbivore production system. The purpose of this study was to know the population of gastrintestinal parasites and their influence on weight gain of calves kept in organic and conventional grazing. Thus, organic and conventional calves were randomly selected in 2008 and 2009. The fecal egg count (FEC) indentified the following genders of helminths: Haemonchus, Trichostrongylus, Oesophagostomum, Cooperia, Strongyloides, Trichuris and oocysts of Eimeria. There was no significant difference (p>0.05) between FEC in organic and conventional animals. Calves younger than 6 months showed significant higher infection (p<0.05) than calves between 7 and 12 months of age. The weight gain observed during the study was of 327g/day and 280g/day for conventional and organic systems animals, respectively. Consequently, the combination of sustainable practices of grazing associated with the selective application of anthelmintics may be a feasible alternative for nematode control in a conventional system and in transition to an organic one.