Rahahuoltopalveluja tarjoavan yrityksen asiakastyytyväisyys

Tutkielman tavoitteena oli luoda malli asiakastyytyväisyyden mittaamiseen ja tutkia Falck Cash Services Oy:n asiakkaiden tyytyväisyyttä saamaansa palveluun. Tavoitteeseen pyrittiin muodostamalla palvelun laadun ja asiakastyytyväisyyden muodostumiseen perustuva viitekehysmalli. Päätavoitteesta johdettujen alatavoitteiden tarkoituksena oli asiakastyytyväisyyteen liittyvien tekijöiden määrittäminen. Tutkielman teoriaosan lähdeaineistona käytettiin tutkimuksia, kirjallisuutta ja artikkeleita. Asiakkaiden mielipiteiden selvittäminen toteutettiin kirjekyselynä. Kohderyhmänä olivat kaikki Falck Cash Services Oy:n asiakasrekisterissä olevat yritykset. Tutkimusmenetelmäksi valittiin kvantitatiivinen menetelmä. Lopuksi teoreettiset ja empiiriset tutkimustulokset yhdistettiin tutkimuksen yhteenvedossa ja toimenpidesuositukset annettiin. Empiirisen tutkimuksen aineistoa analysoitiin SPSS for Windows –tilasto-ohjelmalla. Empiirisen tutkimuksen tulokset osoittivat, että asiakkaat eivät olleet täysin tyytyväisiä palveluihin. Asiakkaiden kokemukset palvelun laadusta eivät vastanneet odotuksia ja syntyi laatukuilu. Syinä kuilun syntymiseen olivat korkea hintataso ja palveluautomaatin toimintahäiriöt. Yrityksen ensisijaisena tehtävänä tulisi olla kuilun umpeen kurominen. Koko yritystä koskevien palvelutekijöiden osalta olisi kehitettävä seuraavia tekijöitä: asiakkaan tarpeiden tuntemista ja huomioonottamista, viestintää ja asiakaspalvelua. Lisäksi yrityksen pitäisi tarkistaa hintataso vielä kerran ja saattaa asiakasrekisteri ajan tasalle. Asiakkailta saatiin myös palveluita koskevia mielipiteitä ja ehdotuksia.

Teknologiayrityksen laajentuminen epävarmassa tilanteessa – reaalioptiolähtöinen kannattavuustarkastelu

Investoinnit ovat välttämättömiä, jotta yritys voi parantaa asemaansa toimintaympäristössään ja ylläpitää saavutettua kilpailuetua. Siksi investointien kannattavuuden tutkiminen on tärkeää. Reaalioptioiden avulla voidaan hyödyntää tulevaisuuden mahdollisuuksia ja vähentää uhkia, jolloin kannattavuuslaskentaan saadaan uusia näkökulmia. Reaalioptiot ovat strategisen suunnittelun työkaluja. Työssä tutkittiin reaalioptioiden mahdollisuuksia teknologiayrityksen päätöksenteon tukena. Tarkastelu tehtiin kohdeyrityksen näkökulmasta keskittyen informaation tuottamiseen ja reaalioptioiden soveltamiseen kerätyssä aineistossa. Reaalioptiot ovat tärkeitä riskienhallintavälineitä, joiden avulla tulevaisuuden muutokset voidaan ottaa muuttujiksi investointeja arvotettaessa. Reaalioptioiden soveltava käyttö on ollut vielä vähäistä niiden monimutkaisuudesta ja muuttujien hallinnan vaikeudesta johtuen. Reaalioptioita on tutkittu tieteellisessä kirjallisuudessa jo merkittävästi. Suomessa käytännön sovellukset ovat olleet vähäisiä. Reaalioptioiden strategisesta luonteesta johtuen tulokset ovat usein myös salaisia. Tässä työssä käytetään kohdeyrityksen pyynnöstä Case-osuudessa kohteista muutettuja nimiä ja arvoja.

L'exploration temporelle comme modalité du voyage imaginaire dans la bande dessinée franco-belge (1930-1980)

In this paper, I explore the motif of time travel in science fictional French comics until the eighties. Time travel incorporates a fascinating potential for narrative representation, since moving back in time may multiply timelines, according to the well-known paradox of the grandfather. This virtuality has become very popular in novels and in movies, since In his Bootstraps (Heinlein, 1941) and La Jetée (Marker, 1962) until the recent Looper (Johnson, 2012) but it has been rarely represented in French comics before the eighties and the apparition of time paradoxes in series like "Yoko Tsuno" and, mostly, "Valérian agent spatio-temporel". Firstly, many modalities of time travel do not engender time paradoxes, like exploration of prehistoric sanctuaries, imaginary travel, or cryogenic sleep followed by an awakening if a future world with no hope to return in the past. Secondly, time travel has been mostly interpreted as a mere extension of the classic motif of the "extraordinary journey", as exemplified for centuries in fictions by Verne, Mercier, Swift, or Stevenson. Thus, the graphic potential of time travel for the representation of spectacular exotic worlds has predominated in French comic tradition, and this tendency has been encouraged by the dominant mode of publication until the end of the sixties. Indeed, complex scriptwriting involving multiple timelines would not fit the form of a weekly feuilleton addressed to a young audience, because it would be too demanding cognitively speaking. It illustrates also the dominance of graphic concerns over a taste for complex scriptwriting in many comics of this period. Still, the development of time paradoxes in Pierre Christin scriptwriting underlines the potential of the media when it is published in series of albums or in graphic novels. At the same time, Jean-Claude Mézières drawings-featuring spectacular representations of foreign worlds-show that the visual interest of spectacular time travels remains a central issue for this popular graphic medium. Cette étude porte sur le motif du voyage temporel dans la bande dessinée franco-belge de science- fiction jusque dans les années quatre-vingt. Le voyage temporel intègre un potentiel fascinant pour la représentation narrative, étant donné que le retour dans le passé est susceptible d'engendrer des lignes temporelles multiples, selon le paradoxe bien connu du « grand-père ». Cette virtualité est devenue très populaire dans les romans et dans les films, depuis In his Bootstraps (Heinlein, 1941) et La Jetée (Marker, 1962) jusqu'au récent Looper (Johnson, 2012), mais elle a rarement été représentée dans la bande dessinée franco-belge avant les années quatre-vingt et l'apparition de paradoxes temporels dans des séries comme « Yoko Tsuno » et, surtout, « Valérian agent spatio-temporel ». Tout d'abord, de nombreuses modalités du voyage dans le temps n'engendrent aucun paradoxe, par exemple l'exploration de sanctuaires préhistoriques, le voyage illusoire ou le sommeil cryogénique suivi d'un réveil dans le futur, sans espoir de revenir dans le passé. Deuxièmement, le voyage dans le temps a été plus souvent interprété comme une simple extension du motif classique du « voyage extraordinaire », tel qu'on le retrouve, depuis le XVIIIe siècle, les fictions de Verne, Mercier, Swift ou Stevenson. Ainsi, le potentiel graphique du voyage dans le temps pour la représentation de mondes exotiques spectaculaires a prédominé dans la tradition franco-belge et cette tendance a été encouragée par le mode de publication dominant jusqu'à la fin des années soixante. En effet, l'écriture de scénarios complexes impliquant de multiples lignes temporelles ne semble pas adaptée à la forme d'un feuilleton hebdomadaire destiné à un jeune public, parce qu'il aurait été trop exigeant, cognitivement parlant. Cela illustre également la prédominance de préoccupations graphiques sur l'écriture de scénarios complexes dans de nombreuses bandes dessinées de cette période. Pourtant, le développement de paradoxes temporels dans les scénarios de Pierre Christin souligne le potentiel du média quand il est publié en série d'albums ou dans des romans graphiques. Parallèlement, les dessins de Jean-Claude Mézières, qui proposent des représentations spectaculaires de mondes étrangers, montre que l'intérêt visuel du voyage dans le temps demeure une question centrale pour ce média populaire.

Singling out individual inventors from patent data

An increasing number of studies in recent years have sought to identify individual inventors from patent data. A variety of heuristics have been proposed for using the names and other information disclosed in patent documents to establish who is who in patents. This paper contributes to this literature by describing a methodology for identifying inventors using patents applied to the European Patent Office, EPO hereafter. As in much of this literature, we basically follow a threestep procedure : 1- the parsing stage, aimed at reducing the noise in the inventor’s name and other fields of the patent; 2- the matching stage, where name matching algorithms are used to group similar names; and 3- the filtering stage, where additional information and various scoring schemes are used to filter out these similarlynamed inventors. The paper presents the results obtained by using the algorithms with the set of European inventors applying to the EPO over a long period of time.

Blood microvesicles: from proteomics to physiology

Phospholipid vesicles of less than 1 μm are present in blood in physiological state and their concentration may vary under pathological conditions. Various names such as exosomes (EXS) and microparticles (MPS) have been used to designate these extracellular vesicles (EVS). Although EXs and MPS possibly arise from separate mechanisms, they share numerous similarities representing a challenge for their purification and characterization. These vesicles generally originate from various types of cells such as red blood cells, platelets, leukocytes or endothelial cells but also from tumor cells. They participate in numerous biological processes including hemostasis. It is therefore of major scientific interest to characterize the protein content of these different types of EVS and that of their membranes in order to elucidate the essential functions of these dynamic vesicular compartments. Proteomics has been shown to be a particularly adequate tool in this study field. This review attempts to link proteomic data with physiological roles and functions of blood EVS.

Continuing Medical Education Self-Assessment Questions Vol. 50, No. 2 - April 2014. Focal vibration in neurorehabilitation.

During the last decade, many studies have been carried out to understand the effects of focal vibratory stimuli at various levels of the central nervous system and to study pathophysiological mechanisms of neurological disorders as well as the therapeutic effects of focal vibration in neurorehabilitation. This review aimed to describe the effects of focal vibratory stimuli in neurorehabilitation including the neurological diseases or disorders like stroke, spinal cord injury, multiple sclerosis, Parkinson's' disease and dystonia. In conclusion, focal vibration stimulation is well tolerated, effective and easy to use, and it could be used to reduce spasticity, to promote motor activity and motor learning within a functional activity, even in gait training, independent from etiology of neurological pathology. Further studies are needed in the future well- designed trials with bigger sample size to determine the most effective frequency, amplitude and duration of vibration application in the neurorehabilitation.

Continuing Medical Education Self-Assessment Questions Vol. 50, No. 1 - January 2014. Actual evidence in the medical approach to adolescents with idiopathic scoliosis

Idiopathic scoliosis (IS) is a three-dimensional deformity of the spine and trunk. The most common form involve ado- lescents (AIS). The prevalence for AIS is 2-3% of the population, with 1 out of 6 patients requiring treatment of which 25% progress to surgery. Physical and rehabilitation medicine (PRM) plays a primary role in the so-called conservative treatment of adolescents with AIS, since all the therapeutic tools used (exercises and braces) fall into the PRM domain. According to a Cochrane systematic review there is evidence in favor of bracing, even if it is of low quality. Another shows that there is evidence in favor of exercises as an adjunctive treatment, but of low quality. Three meta-analysis have been published on bracing: one shows that bracing does not reduce surgery rates, but studies with bracing plus exercises were not included and had the highest effectiveness; another shows that full time is better than part-time bracing; the last focuses on observational studies following the SRS criteria and shows that not all full time rigid bracing are the same: some have the highest effectiveness, others have less than elastic and nighttime bracing. Two very important RCTs failed in recruitment, showing that in the field of bracing for scoliosis RCTs are not accepted by the patients. Consensuses by the international Society on Scoliosis Orthopedic and Rehabilitation Treatment (SOSORT) show that there is no agree- ment among experts either on the best braces or on their biomechanical action, and that compliance is a matter of clinical more than patients' behavior (there is strong agreement on the management criteria to achieve best results with bracing). A systematic review of all the existing studies shows effectiveness of exercises, and that auto-correction is the main goal of exercises. A systematic review shows that there are no studies on manual treatment. Research on conservative treat- ment of AIS has continuously decreased since the 1980s, but this trend changed only recently. The SOSORT Guidelines offers the actual standard of conservative care.

De ratones y hombres. Maus, de Art Spiegelman

This article analyses the cómic book Maus, by Art Spiegelman (1986-1991), from two angles: as a work of art dealing with the Holocaust, and as a cómic that subverts the fictional tradition of the genre, opening itself up to history and the narration of reality. Maus, the first cómic book to treat the topic of the Holocaust in depth, was written by a second-generation witness. It is a story of both physical survival and enduring trauma in the family. At the same time, an analysis of the stratevival and enduring trauma in the family. At the same time, an analysis of the strateof the traditional cómic reveals how Spiegelman has used the genre to recount, instead of fiction and for the first time, a historically authentic biographical tale

La Consulta i el prefaci quadripartit de l’Espill de Jaume Roig

This article points out that Jaume Roig’s Espill is a fictional autobiography written in the guise of a letter and thereby dated at Callosa d’en Sarrià in 1460. Joan Fabra, a knight suffering from love-illness, consults the physician Jaume Roig, who sends him a reply letter. Thus the work is also a lletovari (a mock medical prescription), a genre which was often presented in a verse letter-writing form. The four-part preface follows the four causes (efficient, final, material, and formal) of the ‘Aristotelian prologue’, a type of accessus largely used by scholars from the 12th century

Inventors on the move: tracing inventors’ mobility and its spatial distribution

This paper aims to provide insights into the phenomenon of knowledge flows. We study one of the main mechanisms through which these flows occur, i.e., the mobility of highly-skilled individuals. We focus on the geographical mobility of inventors across European regions. Thus, patent data are used to trace the pattern of inventors’ mobility across european regions, to track down focuses of attraction of talent throughout the continent, and to study their distribution across the space. To do so, we gather information from PCT patent documents and we first match the names which seemed to belong to the same inventor and then we create a new algorithm to decide whether each patent applied for under each name belongs to the same inventor.

Classificação e definição dos métodos de análises em fluxo (Recomendações - IUPAC 1994)

The aim of this report is to classify analytical methods based on flowing media and to define (standardize) terminology. After the classification and a discussion of terms describing the systems and component parts, a section is devoted to terms describing the performance of flow systems. The list of terms included is restricted to the most relevant ones; especially "self-explanatory" terms are left out. It is emphasised that the usage of terms or expressions that do not adequately describe the processes or procedures involved should be strongly discouraged. Although belonging to the category of methods based on flowing media, chromatographic methods are not comprised in the present document. However, care has been taken that the present text is not in conflict with definitions in that domain. In documents in which flow methods are described, it should be clearly indicated how the sample and/or reagent is introduced and how the sample zone is transported. When introducing new techniques in the field, or variants of existing techniques, it is strongly recommended that descriptive terms rather than trivial or elaborate names are used.

"Me gustaría ser militar". Reproducción de la masculinidad hegemónica en la patologización de la transexualidad

La Organización Mundial de la Salud y la Asociación de Psiquiatría Americana catalogan la transexualidad como una patología bajo el nombre de ‘trastorno de identidad de género’ y ‘disforia de género’, respectivamente. En el contexto español, la Ley 3/2007 establece que para poder modificarse la mención de sexo hace falta presentar, entre otros, un certificado de dicho diagnóstico. Las Unidades de Trastornos de Identidad de Género, ubicadas en las unidades de psiquiatría de diferentes hospitales públicos, son las encargadas de expedir este tipo de certificados una vez pasado un proceso que puede durar dos años. En este artículo, tras analizar la construcción del género que subyace en el discurso médico oficial sobre la transexualidad se concluye que se establece una visión patologizadora, binarista, biologista y que fomenta, en el caso de los trans masculinos, los estereotipos de la masculinidad hegemónica.

Sobre os nomes dos elementos químicos, inclusive dos transférmios

The names of the chemical elements in Brazilian portuguese are presented, including a discussion of corresponding Brazilian nomenclature rules and translation of some parts of the pertinent IUPAC rules. The rules for naming groups of elements in the periodic table, as well as those for the symbolic indication of atomic number, mass number and electric charge of atoms, are also presented.

Medicinal chemistry in the development of societies. Biodiversity and natural products

This document here has been elaborated by the IUPAC Medicinal Chemistry section and is backed by a large number of scientists, many of whom have had direct involvement and whose names appear at the end of the article. This work discusses the role that the discovery of new medicinal agents has in the development of societies as well as in the conservation of biodiversity in terms of the work carried out on natural products. Also included are several recommendations for countries which are presently in search of their own scientific and technological development in medicinal agents. The IUPAC Medicinal Chemistry section would appreciate the collaboration of the scientific societies in every country to aid in the diffusion of this document.

The Role of Canyons in Strata Formation

This paper provides a spatial and temporal multi-scale approach of European submarine canyons. We fi rst present the long-term geologic view of European margins as related to controls on submarine canyon development. Then we discuss the extent to which submarine canyon systems resemble river systems because both essentially form drainage networks. Finally, we deal with the hortest-term, highestresolution scale to get a fl avor of the current functioning and health of modern submarine canyons in the northwestern Mediterranean Sea. Submarine canyons are unique features of the seafl oor whose existence was known by European fi shermen centuries ago, especially for those canyons that have their heads at short distance from shoreline. Popular names given to specifi c canyons in the different languages spoken in European coastal communities refer to the concepts of a"deep" or"trench." In the old times it was also common thinking that submarine canyons where so deep that nobody could measure their depth or even that they had no bottom. Submarine canyons are just one of the seven different types of seafl oor valleys identifi ed by Shepard (1973) in his pioneering morphogenetic classifi cation. Shepard (1973) defined submarine canyons as"steep-walled, sinuous valleys, with V-shaped cross sections, and relief comparable even to the largest of land canyons; tributaries are found in most of the canyons and rock outcrops abound on their walls." Canyons are features typical of continental slopes with their upper reaches and heads cut into the continental shelf.