The new era of customer experience in the omni-channel environment of a communication service provider

This study discusses the evolution of an omni-channel model in managing customer experience. The purpose of this thesis is to expand the current academic literature available on omni-channel and offer suggestions for omni-channel creation. This is done by studying the features of an omni-channel approach into engaging with customers and through the sub-objectives of describing the process behind its initiation as well as the special features communication service providers need to take in consideration. Theories used as a background for this study are related to customer experience, channel management, omni-channel and finally change management. The empirical study of this thesis consists of seven expert interviews conducted in a case company. The interviews were held between March and November 2014. One of the interviewees is the manager of an omni-channel development team, whilst the rest were in charge of the management of the various customer channels of the company. The organization and analysis of the interview data was conducted topically. The use of themes related to major theories on the subject was utilized to create linkages between theory and practice. The responses were also organized in two groups based on the viewpoint to map responses related to the company perspective as well as the customers´ perspective. The findings in this study are that omni-channel is among the best tools for companies to respond to the challenge induced by changing customer needs and preferences, as well as intensifying competitive environment. The omni-channel model was found to promote excellent customer experience and thus to be a source of competition advantage and increasing financial returns by creating an omni-experience for the customer. Through omniexperience customers see all of the transactions with a company presenting one brand and providing ease and effortlessness in every encounter. The processes behind omni-channel formulation were identified as customer experience proclaimed as the most important strategic goal, mapping and establishing a unified brand experience in all (service) channels and empowering the first line personnel as the gate keepers of omniexperience. Further the tools, measurement and supporting strategies were to be in accordance with the omni-channel strategy and the customer needs to become a partner in a two way transaction with the firm. Based on these findings a model for omni-channel creation is offered. Future research is needed to firstly, further test these findings and expand the theoretical framework on omni-channel, as it is quite scarce to date and secondly, to increase the generalizability of the model suggested.

Fiber-reinforced composite fixed dental prostheses: Studies of the materials used as pontics

Fiber-reinforced composite fixed dental prostheses – Studies of the materials used as pontics University of Turku, Faculty of Medicine, Institute of Dentistry, Department of Biomaterials Science, Finnish Doctoral Program in Oral Sciences – FINDOS, Annales Universitatis Turkuensis, Turku, Finland 2015 Fiber-reinforced composites (FRC), a non-metallic biomaterial, represent a suitable alternative in prosthetic dentistry when used as a component of fixed dental prostheses (FDPs). Some drawbacks have been identified in the clinical performance of FRC restorations, such as delamination of the veneering material and fracture of the pontic. Therefore, the current series of studies were performed to investigate the possibilities of enhancing the mechanical and physical properties of FRC FDPs by improving the materials used as pontics, to then heighten their longevity. Four experiments showed the importance of the pontic design and surface treatment in the performance of FRC FDPs. In the first, the load-bearing capacities of inlay-retained FRC FDPs with pontics of various materials and thicknesses were evaluated. Three different pontic materials were assessed with different FRC framework vertical positioning. Thicker pontics showed increased load-bearing capacities, especially ceramic pontics. A second study was completed investigating the influence of the chemical conditioning of the ridge-lap surface of acrylic resin denture teeth on their bonding to a composite resin. Increased shear bond strength demonstrated the positive influence of the pretreatment of the acrylic surfaces, indicating dissolution of the denture surfaces, and suggesting potential penetration of the monomer systems into the surface of denture teeth. A third study analyzed the penetration depth of different monomer systems on the acrylic resin denture teeth surfaces. The possibility of establishing a durable bond between acrylic pontics and FRC frameworks was demonstrated by the ability of monomers to penetrate the surface of acrylic resin denture teeth, measured by a confocal scanning type microscope. A fourth study was designed to evaluate the load-bearing capacities of FRC FDPs using the findings of the previous three studies. In this case, the performance of pre-shaped acrylic resin denture teeth used as pontics with different composite resins as filling materials was evaluated. The filling material influenced the load-bearing capacities, providing more durable FRC FDPs. It can be concluded that the mechanical and physical properties of FRC FDPs can be improved as has been shown in the development of this thesis. The improvements reported then might provide long lasting prosthetic solutions of this kind, positioning them as potentially permanent rehabilitation treatments. Key words: fiber-reinforced composite, fixed dental prostheses, inlay-retained bridges, adhesion, acrylic resin denture teeth, dental material.

Biochemical characteristics of composite flours: influence of fermentation

The purpose of this study was to introduce yam in the development of two new composite flours containing soy and cassava. Two composite flours were obtained after fermentation of yam, soybean, and cassava in respectively 60, 30, and 10% proportions. Two varieties of yam were used: Dioscorea alata (variety "Bete bete") and Dioscorea cayenensis (variety "Lokpa"). Proximate composition, mineral content, some anti-nutritional factors (oxalates, phenols), microbiological quality, and α-amylase digestibility were determined for the fermented and unfermented composite flours. The results indicated that for the composite flours made of D. alata and D. cayenensis, fermentation increased ash and titrable acidity. Carbohydrates, pH, and energy decreased. Crude fat content was not affected by the fermentation process. Anti-nutritional factors such as oxalates and phenols were found to decrease significantly after the fermentation of the composite flours. Fermentation increased the mineral content (Mg, K, Fe, and Ca) of the composite flours. A decrease in P and Na was observed after fermentation. The microbiological study showed that safety flours contain no potential pathogenic germs. The in vitro α-amylase digestibility of the composite flours was significantly improved after fermentation. The biochemical characteristics and good hygienic quality of the obtained flours suggest that these flours can be considered as a feeding alternative for children in poor areas where yam is produced.

Functionalisation of spruce O-acetyl-galactoglucomannans for barrier and composite applications

The increasing use of energy, food, and materials by the growing population in the world is leading to the situation where alternative solutions from renewable carbon resources are sought after. The growing use of plastics depends on the raw-oil production while oil refining are politically governed and required for the polymer manufacturing is not sustainable in terms of carbon footprint. The amount of packaging is also increasing. Packaging is not only utilising cardboard and paper, but also plastics. The synthetic petroleum-derived plastics and inner-coatings in food packaging can be substituted with polymeric material from the renewable resources. The trees in Finnish forests constitute a huge resource, which ought to be utilised more effectively than it is today. One underutilised component of the forests is the wood-derived hemicelluloses, although Spruce Oacetyl-galactoglucomannans (GGMs) have previously shown high potential for material applications and can be recovered in large scale. Hemicelluloses are hydrophilic in their native state, which restrains the use of them for food packaging as non-dry item. To cope with this challenge, we intended to make GGMs more hydrophobic or amphiphilic by chemical grafting and consequently with the focus of using them for barrier applications. Methods of esterification with anhydrides and cationic etherification with a trimethyl ammonium moiety were established. A method of controlled synthesis to obtain the desired properties by the means of altering temperature, reaction time, the quantity of the reagent, and even the solvent for purification of the products was developed. Numerous analytical tools, such as NMR, FTIR, SEC-MALLS/RI, MALDI-TOF-MS, RP-HPLC and polyelectrolyte titration were used to evaluate the products from different perspectives and to acquire parallel proofs of their chemical structure. Modified GGMs with different degree of substitution and the correlating level of hydrophobicity was applied as coatings on cartonboard and on nanofibrillated cellulose-GGM films to exhibit barrier functionality. The water dispersibility in processing was maintained with GGM esters with low DS. The use of chemically functionalised GGM was evaluated for the use as barriers against water, oxygen and grease for the food packaging purposes. The results show undoubtedly that GGM derivatives exhibit high potential to function as a barrier material in food packaging.

Transmission oflight through individually formed fiber- reinforced composite post (Yksilöllisesti muotoillun kuitukomposiittinastan valonläpäisevyys)

Kuitukomposiitista valmistettuja juurikanavanastoja käytetään apuna, kun restauroidaan juurihoidettuja ja kruunuosastaan runsaasti kudosta menettäneitä hampaita. Kliinisen kestävyyden kannalta on tärkeää että nasta kiinnittyy hampaaseen hyvin. Tarvittavan valomäärän saattaminen valokovetuksella pimeään juurikanavaan on vaikeaa ja sen vuoksi nastojen kiinnittämiseen suositellaan kaksoiskovetteista yhdistelmämuovisementtiä, joka kovettuu vain osittain valolla. Jotta nasta ja sementti polymeroituisivat hyvin, nastan hyvä valonläpäisy- ja sirontakyky olisi eduksi. Tehdasvalmisteisten nastojen valonläpäisykyvyn on todettu heikkenevän niiden pituuden kasvaessa. Yksilöllisesti muotoilluilla kuitukomposiittinastoilla, joilla on osittaislomittaismuoviverkostorakenne (semi-IPN) polymeerimatriisi, on todettu tehdasvalmisteisia kuitunastoja parempi sidos nastan ja yhdistelmämuovisementin välillä. Yksilöllisesti muotoilluilla kuitunastoilla näyttäisi myös olevan hyvä valonjohtamiskyky, mutta lisätutkimuksia tarvitaan. Tässä tutkimuksessa selvitettiin yksilöllisesti muotoillun kuitukomposiittinastan (EverStick Post) ja kahden tehdasvalmisteisen (Relyx Fiber Post ja GC Fiber Post) kuitukomposiittina stan valonläpäisevyyttä sekä pituuden vaikutusta niiden valonläpäisykykyyn laboratorio- olosuhteissa. Tutkimushypoteesi oli, että nastojen valonläpäisykyky heikkenee niiden pidentyessä. Tutkimuksessa kaikista nastatyypeistä valmistettiin eripituisia nastoja (4, 8, 12 ja 16 mm). Nastoille tehtiin samanpituiset testikappaleet muoviputkesta ja polyvinyylisiloksaanista, ja nastat asetettiin niiden sisään. Tämän jälkeen nastoja kovetettiin valokovettimella 10 sekuntia, ja läpi päässyt valo mitattiin MARC Resin Calibrator -laitteella. Kontrollina käytettiin tyhjää testikappaletta ilman nastaa. Keskeiseksi tulokseksi saatiin, että yksilöllisesti muotoillulla kuitukomposiittinastalla oli kaikissa pituusryhmissä muita nastoja merkitsevästi parempi valonläpäisykyky. Tulokset osoittivat myös, että kaikkien nastojen valonläpäisevyys laski merkitsevästi nastan pituuden lisääntyessä aina 12 millimetriin asti. Tulosten perusteella yksilöllisesti muotoillulla kuitukomposiittinastalla on tehdasvalmisteista nastaa parempi valonläpäisykyky. Kuitukomposiittinastojen valonläpäisykyky heikkenee niiden pituuden kasvaessa aiempien tutkimusten mukaisesti. Jatkotutkimuksissa tulisi selvittää, miten valonläpäisevyys ja siroaminen vaikuttavat nastan ja sementin polymeroitumiseen ja siten kliiniseen lopputulokseen.

A software engineering approach to distributed systems for composite modeling

The goal of this thesis is to define and validate a software engineering approach for the development of a distributed system for the modeling of composite materials, based on the analysis of various existing software development methods. We reviewed the main features of: (1) software engineering methodologies; (2) distributed system characteristics and their effect on software development; (3) composite materials modeling activities and the requirements for the software development. Using the design science as a research methodology, the distributed system for creating models of composite materials is created and evaluated. Empirical experiments which we conducted showed good convergence of modeled and real processes. During the study, we paid attention to the matter of complexity and importance of distributed system and a deep understanding of modern software engineering methods and tools.

Optimal distance of the light-curing tip for light transmission through the resin composite

Hammaslääketieteessä käytetettävien komposiittien valonläpäisevyys vaihtelee. Samoin LED-valokovettimet eroavat toisistaan valotehonsa ja muotoilunsa perusteella. On yleisesti tiedossa, että valokovettimesta tulevan valon intensiteetti pinta-alayksikköä kohden heikkenee, kun kovettimen etäisyys kasvaa. Toisaalta ei ole tiedossa, miten valokovetettavan kohteen ja valokovettimen kärjen väliin sijoitettu materiaali tarkalleenottaen vaikuttaa valon intensiteettiin eri etäisyyksiä käytettäessä. Tämän tutkimuksen tarkoituksena on selvittää, miten valokovetettavan kohteen ja valokovettimen kärjen väliin asetettava etukäteen polymerisoitu materiaali vaikuttaa valon intensiteettiin eri etäisyyksillä. Tutkimus suoritettiin käyttämällä kahta eri valokovetinta. Jotta etäisyyden vaikutusta valotustehoon voitiin demonstroida, vaihdettiin kovettimen etäisyyttä sensorista 0,2,4,6,8,10mm välillä. Valotehot rekisteröitiin MARC resin calibrator -laitteella. Sensorin ja valokovettimen kärjen väliin asetettavat erilaiset komposiittilevyt olivat valmiiksi kovetettuja,1mm paksuisia, filleripitoisuuksiltaan neljää erilaista muovia. Valotehot rekisteröitiin jokaiselta etäisyydeltä komposiitin ollessa sensorin päällä. Rinnakkaisesti verrattiin myös etäisyyden vaikutusta valotehoon ilman esikovetettua materiaalia kovettimen kärjen ja valoa mittaavan sensorin välissä. Vertailun suorittamiseksi laskettiin intensiteettisuhdeluku muovillisen ja muovittoman arvon välillä aina tietyllä etäisyydellä Valokovettimen kärjen etäisyyden kasvattaminen sensorista (eli valokovetettavasta kohteesta) odotusten mukaisesti pienensi valotehoa. Laittamalla sensorin ja kovettimen väliin komposiittilevy, valoteho pieneni odotetusti vielä enemmän. Tutkittaessa intensiteettisuhdetta (valoteho muovin kanssa : valoteho ilman muovia) kuitenkin huomattiin, että 4-6mm:n kohdalla suhdeluku oli suurempi kuin 0,2,8 ja 10mm kohdalla. Johtopäätöksenä oli, että suurin mahdollinen valokovetusteho saavutetan laittamalla kovetuskärki mahdollisimman lähelle kohdetta. Jos valokovetettavan kohteen ja valokovettimen kärjen välissä oli kiinteä komposiittipalanen, suurin mahdollinen valokovetusteho kohteeseen saavutetaan edelleen laittamalla kovetuskärki kiinni muoviin. Jos etäisyyttä muovin pinnasta sen sijaan kasvatettiin, valokovetusteho ei laskenutkaan niin nopeasti kuin oli odotettu. Tämä voi liittyä siihen, että tehokkaan valokeilan halkaisijan koko on suurempi verrattuna komposiitin sekä sensorin halkaisian kokoon. Toiseksi on arvioitu, että resiinikomposiitin täyteaineet voisivat fokusoida läpi kulkevaa valoa sensoriin. Se, pitääkö tämä ilmiö paikkansa, vaatii kuitenkin enemmän tutkimusta

[Recueil composite].

Contient : S. Ambrosius, De officiis ; Fragments d'un antiphonaire

[Recueil composite].

Contient : Boetius, De institutione musica ; De divinis officiis, libri I-III ; Homeliae [fragments] ; Robertus de Sancto Remigio, Historia Hierosolimitana ; Homeliae super evangelia

Hydraulic and fluvial geomorphological models for a bedrock channel reach of the Twenty Mile Creek /

Bedrock channels have been considered challenging geomorphic settings for the application of numerical models. Bedrock fluvial systems exhibit boundaries that are typically less mobile than alluvial systems, yet they are still dynamic systems with a high degree of spatial and temporal variability. To understand the variability of fluvial systems, numerical models have been developed to quantify flow magnitudes and patterns as the driving force for geomorphic change. Two types of numerical model were assessed for their efficacy in examining the bedrock channel system consisting of a high gradient portion of the Twenty Mile Creek in the Niagara Region of Ontario, Canada. A one-dimensional (1-D) flow model that utilizes energy equations, HEC RAS, was used to determine velocity distributions through the study reach for the mean annual flood (MAF), the 100-year return flood and the 1,000-year return flood. A two-dimensional (2-D) flow model that makes use of Navier-Stokes equations, RMA2, was created with the same objectives. The 2-D modeling effort was not successful due to the spatial complexity of the system (high slope and high variance). The successful 1 -D model runs were further extended using very high resolution geospatial interpolations inherent to the HEC RAS extension, HEC geoRAS. The modeled velocity data then formed the basis for the creation of a geomorphological analysis that focused upon large particles (boulders) and the forces needed to mobilize them. Several existing boulders were examined by collecting detailed measurements to derive three-dimensional physical models for the application of fluid and solid mechanics to predict movement in the study reach. An imaginary unit cuboid (1 metre by 1 metre by 1 metre) boulder was also envisioned to determine the general propensity for the movement of such a boulder through the bedrock system. The efforts and findings of this study provide a standardized means for the assessment of large particle movement in a bedrock fluvial system. Further efforts may expand upon this standardization by modeling differing boulder configurations (platy boulders, etc.) at a high level of resolution.

Composite Photographs - William Woodruff and his children

The composite includes photos of: Richard Woodruff (1822-1887) brother of Samuel Woodruff, son of William Woodruff. He married Cornelia McCrumb. His son-in- law was Samuel Zimmerman of the bank. Richard was a director of the Niagara Suspension Bridge. Joseph Woodruff (1820-1886) son of William Woodruff. He married Julia Claus. He was the Sherriff of Lincoln County and one of the incorporators of the Zimmerman Bank. Samuel DeVeaux Woodruff (1819-1904) who was the son of William Woodruff. He married Jane Caroline Sanderson (1827-1912) William Woodruff (1793-1860) who was the son of Ezekiel Woodruff who was born on July 29, 1763 and moved to the Niagara area from Litchfield Connecticut. He died in Niagara on Nov. 26, 1836. Henry Counter Woodruff (1833-1916) was the 7th child of William Woodruff. He married Emma Eloise Osgood (1835-1925) Dr. William Woodruff (1830-1908) of London, Ont. was the son of William Woodruff. Helena Woodruff (1828-1892) was the daughter of William Woodruff. She married Joseph Patterson Boomer. Julia Woodruff (1825-1870) was the sister of Samuel DeVeaux Woodruff and the daughter of William Woodruff.

Composite Photographs - Woodruff Family of St. Davids, Upper Canada

Composite of the Woodruff Family of St. Davids, Upper Canada. This composite contains 6 4 ½ cm x 4 cm black and white photographs which include: Samuel DeVeaux Woodruff (1819-1904) [the birth and death dates listed on this composite are 1827-1912, but these are actually his wife’s dates] son of William Woodruff. Joseph Woodruff (1820-1882) [1820-1886] son of William Woodruff. Helena Woodruff (1828-1892) daughter of William Woodruff. Julia Woodruff (1825-1870) daughter of William Woodruff. Dr. William Woodruff (1830-1908) son of William Woodruff. Margaret Clements [Clement] Woodruff (1794-1882) wife of William Woodruff