CRM system implementation supporting the management of customer relationships

The purpose of this thesis is to examine customer relationship management in a large, global organization. The aim is to deepen the understanding on how CRM-system implementation can support customer relationship management in strategic, operational and analytical levels.

PRODUCT DATA MANAGEMENT FOR FINNISH SMALL AND MEDIUM-SIZED MANUFACTURING ENTERPRISES - Towards a viable information system concept

Product Data Management (PDM) systems have been utilized within companies since the 1980s. Mainly the PDM systems have been used by large companies. This thesis presents the premise that small and medium-sized companies can also benefit from utilizing the Product Data Management systems. Furthermore, the starting point for the thesis is that the existing PDM systems are either too expensive or do not properly respond to the requirements SMEs have. The aim of this study is to investigate what kinds of requirements and special features SMEs, operating in Finnish manufacturing industry, have towards Product Data Management. Additionally, the target is to create a conceptual model that could fulfill the specified requirements. The research has been carried out as a qualitative case study, in which the research data was collected from ten Finnish companies operating in manufacturing industry. The research data is formed by interviewing key personnel from the case companies. After this, the data formed from the interviews has been processed to comprise a generic set of information system requirements and the information system concept supporting it. The commercialization of the concept is studied in the thesis from the perspective of system development. The aim was to create a conceptual model, which would be economically feasible for both, a company utilizing the system and for a company developing it. For this reason, the thesis has sought ways to scale the system development effort for multiple simultaneous cases. The main methods found were to utilize platform-based thinking and a way to generalize the system requirements, or in other words abstracting the requirements of an information system. The results of the research highlight the special features Finnish manufacturing SMEs have towards PDM. The most significant of the special features is the usage of project model to manage the order-to-delivery –process. This differs significantly from the traditional concepts of Product Data Management presented in the literature. Furthermore, as a research result, this thesis presents a conceptual model of a PDM system, which would be viable for the case companies interviewed during the research. As a by-product, this research presents a synthesized model, found from the literature, to abstract information system requirements. In addition to this, the strategic importance and categorization of information systems within companies has been discussed from the perspective of information system customizations.

The Role of HR Management in the Corporate Matrix System

The successful performance of company in the market relates to the quality management of human capital aiming to improve the company's internal performance and external implementation of the core business strategy. Companies with matrix structure focusing on realization and development of innovation and technologies for the uncertain market need to select thoroughly the approach to HR management system. Human resource management has a significant impact on the organization and use a variety of instruments such as corporate information systems to fulfill their functions and objectives. There are three approaches to strategic control management depending on major impact on the major interference in employee decision-making, development of skills and his integration into the business strategy. The mainstream research has focus only on the framework of strategic planning of HR and general productivity of firm, but not on features of organizational structure and corporate software capabilities for human capital. This study tackles the before mentioned challenges, typical for matrix organization, by using the HR control management tools and corporate information system. The detailed analysis of industry producing and selling electromotor and heating equipment in this master thesis provides the opportunity to improve system for HR control and displays its application in the ERP software. The results emphasize the sustainable role of matrix HR input control for creating of independent project teams for matrix structure who are able to respond to various uncertainties of the market and use their skills for improving performance. Corporate information systems can be integrated into input control system by means of output monitoring to regulate and evaluate the processes of teams, using key performance indicators and reporting systems.

Development of a New Welding Product Quality Control and Management System Model for China

The Chinese welding industry is growing every year due to rapid development of the Chinese economy. Increasingly, companies around the world are looking to use Chinese enterprises as their cooperation partners. However, the Chinese welding industry also has its weaknesses, such as relatively low quality and weak management. A modern, advanced welding management system appropriate for local socio-economic conditions is required to enable Chinese enterprises to enhance further their business development. The thesis researches the design and implementation of a new welding quality management system for China. This new system is called ‗welding production quality control management model in China‘ (WQMC). Constructed on the basis of analysis of a survey and in-company interviews, the welding management system comprises the following different elements and perspectives: a ‗Localized congenital existing problem resolution strategies‘ (LCEPRS) database, a ‗human factor designed training system‘ (HFDT) training strategy, the theory of modular design, ISO 3834 requirements, total welding management (TWM), and lean manufacturing (LEAN) theory. The methods used in the research are literature review, questionnaires, interviews, and the author‘s model design experiences and observations, i.e. the approach is primarily qualitative and phenomenological. The thesis describes the design and implementation of a HFDT strategy in Chinese welding companies. Such training is an effective way to increase employees‘ awareness of quality and issues associated with quality assurance. The study identified widely existing problems in the Chinese welding industry and constructed a LCEPRS database that can be used in efforts to mitigate and avoid common problems. The work uses the theory of modular design, TWM and LEAN as tools for the implementation of the WQMC system.

Genetic programming for the RoboCup Rescue Simulation System

The Robocup Rescue Simulation System (RCRSS) is a dynamic system of multi-agent interaction, simulating a large-scale urban disaster scenario. Teams of rescue agents are charged with the tasks of minimizing civilian casualties and infrastructure damage while competing against limitations on time, communication, and awareness. This thesis provides the first known attempt of applying Genetic Programming (GP) to the development of behaviours necessary to perform well in the RCRSS. Specifically, this thesis studies the suitability of GP to evolve the operational behaviours required of each type of rescue agent in the RCRSS. The system developed is evaluated in terms of the consistency with which expected solutions are the target of convergence as well as by comparison to previous competition results. The results indicate that GP is capable of converging to some forms of expected behaviour, but that additional evolution in strategizing behaviours must be performed in order to become competitive. An enhancement to the standard GP algorithm is proposed which is shown to simplify the initial search space allowing evolution to occur much quicker. In addition, two forms of population are employed and compared in terms of their apparent effects on the evolution of control structures for intelligent rescue agents. The first is a single population in which each individual is comprised of three distinct trees for the respective control of three types of agents, the second is a set of three co-evolving subpopulations one for each type of agent. Multiple populations of cooperating individuals appear to achieve higher proficiencies in training, but testing on unseen instances raises the issue of overfitting.

Study of baleen whales’ ecology and interaction with maritime traffic activities to support management of a complex socio-ecological system

Thesis written in co-mentorship with Robert Michaud.

Non invasive classification system of scoliosis curve types using least-squares support vector machines

Objective To determine scoliosis curve types using non invasive surface acquisition, without prior knowledge from X-ray data. Methods Classification of scoliosis deformities according to curve type is used in the clinical management of scoliotic patients. In this work, we propose a robust system that can determine the scoliosis curve type from non invasive acquisition of the 3D back surface of the patients. The 3D image of the surface of the trunk is divided into patches and local geometric descriptors characterizing the back surface are computed from each patch and constitute the features. We reduce the dimensionality by using principal component analysis and retain 53 components using an overlap criterion combined with the total variance in the observed variables. In this work, a multi-class classifier is built with least-squares support vector machines (LS-SVM). The original LS-SVM formulation was modified by weighting the positive and negative samples differently and a new kernel was designed in order to achieve a robust classifier. The proposed system is validated using data from 165 patients with different scoliosis curve types. The results of our non invasive classification were compared with those obtained by an expert using X-ray images. Results The average rate of successful classification was computed using a leave-one-out cross-validation procedure. The overall accuracy of the system was 95%. As for the correct classification rates per class, we obtained 96%, 84% and 97% for the thoracic, double major and lumbar/thoracolumbar curve types, respectively. Conclusion This study shows that it is possible to find a relationship between the internal deformity and the back surface deformity in scoliosis with machine learning methods. The proposed system uses non invasive surface acquisition, which is safe for the patient as it involves no radiation. Also, the design of a specific kernel improved classification performance.

Environmentally-Efficient Development Management System for Greater Kochi in Kerala State

The School of Management Studies, CUSAT

Development of Safety and Quality Management System in Shrimp Farming

Shrimp Aquaculture has provided tremendous opportunity for the economic and social upliftment of rural communities in the coastal areas of our country Over a hundred thousand farmers, of whom about 90% belong to the small and marginal category, are engaged in shrimp farming. Penaeus monodon is the most predominant cultured species in India which is mainly exported to highly sophisticated, quality and safety conscious world markets. Food safety has been of concem to humankind since the dawn of history and the concern about food safety resulted in the evolution of a cost effective, food safety assurance method, the Hazard Analysis Critical Control Point (HACCP). Considering the major contribution of cultured Penaeus monodon to the total shrimp production and the economic losses encountered due to disease outbreak and also because traditional methods of quality control and end point inspection cannot guarantee the safety of our cultured seafood products, it is essential that science based preventive approaches like HACCP and Pre requisite Programmes (PRP) be implemented in our shrimp farming operations. PRP is considered as a support system which provides a solid foundation for HACCP. The safety of postlarvae (PL) supplied for brackish water shrimp farming has also become an issue of concern over the past few years. The quality and safety of hatchery produced seeds have been deteriorating and disease outbreaks have become very common in hatcheries. It is in this context that the necessity for following strict quarantine measures with standards and code of practices becomes significant. Though there were a lot of hue and cry on the need for extending the focus of seafood safety assurance from processing and exporting to the pre-harvest and hatchery rearing phases, an experimental move in this direction has been rare or nil. An integrated management system only can assure the effective control of the quality, hygiene and safety related issues. This study therefore aims at designing a safety and quality management system model for implementation in shrimp farming and hatchery operations by linking the concepts of HACCP and PRP.

Energy Management in Wireless Sensor Networks: A Crosslayer,Channel Adaptive Approach Towards Performance Optimization

The proliferation of wireless sensor networks in a large spectrum of applications had been spurered by the rapid advances in MEMS(micro-electro mechanical systems )based sensor technology coupled with low power,Low cost digital signal processors and radio frequency circuits.A sensor network is composed of thousands of low cost and portable devices bearing large sensing computing and wireless communication capabilities. This large collection of tiny sensors can form a robust data computing and communication distributed system for automated information gathering and distributed sensing.The main attractive feature is that such a sensor network can be deployed in remote areas.Since the sensor node is battery powered,all the sensor nodes should collaborate together to form a fault tolerant network so as toprovide an efficient utilization of precious network resources like wireless channel,memory and battery capacity.The most crucial constraint is the energy consumption which has become the prime challenge for the design of long lived sensor nodes.

Development of Total Quality Management System in Seafood (Freezing) Industry in Kerala

Quality related problems have become dominant in the seafood processing industry in Kerala. This has resulted in the rejection of seafood sent from India to many destinations. The latest being the total block listing of seafood companies from India from being exported to Europe and partial block listing by the US. The quality systems prevailed in the seafood industry in India were outdated and no longer in use in the developed world. According to EC Directive discussed above all the seafood factories exporting to European countries have to adopt HACCP. Based on this, EIA has now made HACCP system mandatory in all the seafood processing factories in India. This transformation from a traditional product based inspection system to a process control system requires thorough changes in the various stages of production and quality management. This study is conducted by the author with to study the status of the existing infrastructure and quality control system in the seafood industry in Kerala with reference to the recent developments in the quality concepts in international markets and study the drawbacks, if any, of the existing quality management systems in force in the seafood factories in Kerala for introducing the mandatory HACCP concept. To assess the possibilities of introducing Total Quality Management system in the seafood industry in Kerala in order to effectively adopt the HACCP concept. This is also aimed at improving the quality of the products and productivity of the industry by sustaining the world markets in the long run.

Management of Public Road Transport System in Trivandrum City

An efficient passenger road transport system is a boon to any city and an inefficient one its bane. Passenger bus transport operation involves various aspects like passenger convenience, profitability of operation and social, technological and environmental factors. The author’s interest in this area was aroused when he conducted a traffic survey of Trivandrum City in 1979. While some studies on the performance of the Kerala State Road Transport Corporation in specific areas like finance, inventory control etc. have already been made, no study has been made from the operational point of view. The study is also the first one of its kind in dealing with the transportation problems for a second order city like Trivandrum. The objective of this research study is to develop a scientific basis for analysing and understanding the various operational aspects of urban bus transport management like assessing travel demand, depot location, fleet allocation, vehicle scheduling, maintenance etc. The operation of public road transportation in Trivandrum City is analysed on the basis of this theoretical background. The studies made have relevance to any medium sized city in India or even abroad. If not properly managed, deterioration of any public utility system is a natural process and it adversely affects the consumers, the economy and the nation. Making any system more efficient requires careful analysis, judicious decision making and proper implementation. It is hoped that this study will throw some light into the various operational aspects of urban passenger road transport management which can be of some help to make it perform more efficiently

Environmentally-Efficient Development Management System for Greater Kochi in Kerala State”

The base concept from which the entire research problem emerged is as follows: Lack of spatial planning and effective development management system lead to urban sprawl with non-optimal density of population to support urban infrastructure on the one side causing a lesser quality of life in urban areas. On the other side it causes loss of productivity of natural ecosystems and agricultural areas due to disturbance to the ecosystems. Planned compact high density development with compatible mixed land use can go a long way in achieving environmental efficiency of development management system.

Hybrid Power System Modelling - Simulation and Energy Management Unit Development

Weltweit leben mehr als 2 Milliarden Menschen in ländlichen Gebieten. Als Konzept für die elektrische Energieversorgung solcher Gebiete kommen dezentrale elektrische Energieversorgungseinheiten zum Einsatz, die lokal verfügbare erneuerbare Ressourcen nutzen. Stand der Technik bilden Einheiten, die auf PV-Diesel-Batterie System basieren. Die verwendeten Versorgungsskonzepte in Hybridsystemen sind durch den Einsatz von Batterien als Energiespeicher meist wenig zuverlässig und teuer. Diese Energiespeicher sind sehr aufwendig zu überwachen und schwerig zu entsorgen. Den Schwerpunkt dieser Arbeit bildet die Entwicklung eines neuen Hybridsystems mit einem Wasserreservoir als Energiespeicher. Dieses Konzept eignet sich für Bergregionen in Entwicklungsländern wie Nepal, wo z.B. neben der solaren Strahlung kleine Flüsse in großer Anzahl vorhanden sind. Das Hybridsystem verfügt über einen Synchrongenerator, der die Netzgrößen Frequenz und Spannung vorgibt und zusätzlich unterstützen PV und Windkraftanlage die Versorgung. Die Wasserkraftanlage soll den Anteil der erneuerbaren Energienutzung erhöhen. Die Erweiterung des Systems um ein Dieselaggregat soll die Zuverlässigkeit der Versorgung erhöhen. Das Hybridsystem inkl. der Batterien wird modelliert und simuliert. Anschließend werden die Simulations- und Messergebnisse verglichen, um eine Validierung des Modells zu erreichen. Die Regelungsstruktur ist aufgrund der hohen Anzahl an Systemen und Parametern sehr komplex. Sie wird mit dem Simulationstool Matlab/Simulink nachgebildet. Das Verhalten des Gesamtsystems wird unter verschiedene Lasten und unterschiedlichen meteorologischen Gegebenheiten untersucht. Ein weiterer Schwerpunkt dieser Arbeit ist die Entwicklung einer modularen Energiemanagementeinheit, die auf Basis der erneuerbaren Energieversorgung aufgebaut wird. Dabei stellt die Netzfrequenz eine wichtige Eingangsgröße für die Regelung dar. Sie gibt über die Wirkleistungsstatik die Leistungsänderung im Netz wider. Über diese Angabe und die meteorologischen Daten kann eine optimale wirtschaftliche Aufteilung der Energieversorgung berechnet und eine zuverlässige Versorgung gewährleistet werden. Abschließend wurde die entwickelte Energiemanagementeinheit hardwaretechnisch aufgebaut, sowie Sensoren, Anzeige- und Eingabeeinheit in die Hardware integriert. Die Algorithmen werden in einer höheren Programmiersprache umgesetzt. Die Simulationen unter verschiedenen meteorologischen und netztechnischen Gegebenheiten mit dem entwickelten Model eines Hybridsystems für die elektrische Energieversorgung haben gezeigt, dass das verwendete Konzept mit einem Wasserreservoir als Energiespeicher ökologisch und ökonomisch eine geeignete Lösung für Entwicklungsländer sein kann. Die hardwaretechnische Umsetzung des entwickelten Modells einer Energiemanagementeinheit hat seine sichere Funktion bei der praktischen Anwendung in einem Hybridsystem bestätigen können.