Strategisten asiakassuhteiden johtaminen - Case: Heath Comm Oy

Tutkielman tavoitteena oli selvittää, miten yritys voi luoda itselleen ja asiakkailleen kilpailuetua johtamalla systemaattisesti asiakassuhteitaan nopeasti muuttuvassa ympäristössä. Pyrkimyksenä oli kartoittaa käytännön tekijöitä, joilla yritys voi luoda asiakkailleen ja tuotteidensa loppukäyttäjille lisäarvoa tunnistamalla sopivimmat asiakkaat ja pyrkimällä pitkiin liikesuhteisiin. Tutkielman teoreettisen osan lähdeaineistona käytettiin pääosin avainasiakasajatteluun, liikesuhteisiin ja niiden johtamiseen sekä asiakkaiden analysointiin liittyvää kirjallisuutta ja artikkeleita. Empiirisen tutkimuksen aineisto kerättiin haastattelemalla toimeksiantajayrityksen asiakkaita, johtohenkilöitä ja myynnin henkilökuntaa. Tutkimuksen lähdeaineistoa täydensi tutkijan oma työkokemus. Empiirinen tutkimus oli laadullinen case-analyysi. Asiakashaastattelujen perusteella muodostettiin käsitys pitkäaikaisiin liikesuhteisiin ja niiden johtamiseen vaikuttavista tekijöistä kohdetoimialalla. Yrityksen sisäisten keskustelujen avulla muodostettiin puolestaan käsitys yrityksen nykytoiminnasta. Vertailun pohjalta esitettiin portfolio-malli yrityksen asiakassuhteiden analysointiin sekä asiakkaan hoitosuunnitelma. Lisäksi esitettiin yleisiä toimenpide-ehdotuksia teorian ja asiakashaastattelujen pohjalta. Asiakkaan saamaan arvoon vaikuttavat tuotteiden käytettävyys ja toimintavarmuus, kommunikaation ja palvelun laatu, toimittajan riittävä asiantuntemus sekä toimitusten nopeus ja luotettavuus. Asiakkaat arvostavat erityisesti vilkasta ja avointa tiedon välitystä. Yritysten väliset sidokset voidaan nähdä asiakasosuutta kasvattavina voimina

Assessment of the levels of degradation in fat co- and by-products for feed uses and their relationships with some lipid composition parameters

This paper discusses the levels of degradation of some co- and byproducts of the food chain intended for feed uses. As the first part of a research project, 'Feeding Fats Safety', financed by the sixth Framework Programme-EC, a total of 123 samples were collected from 10 European countries, corresponding to fat co- and byproducts such as animal fats, fish oils, acid oils from refining, recycled cooking oils, and other. Several composition and degradation parameters (moisture, acid value, diacylglycerols and monoacylglycerols, peroxides, secondary oxidation products, polymers of triacylglycerols, fatty acid composition, tocopherols, and tocotrienols) were evaluated. These findings led to the conclusion that some fat by- and coproducts, such as fish oils, lecithins, and acid oils, show poor, nonstandardized quality and that production processes need to be greatly improved. Conclusions are also put forward about the applicability and utility of each analytical parameter for characterization and quality control.

Gestión de información personal: elementos, actividades e integración

La gestión de información personal (personal information management, PIM) estudia cómo organizar y utilizar la información que las personas obtienen para resolver necesidades cotidianas, con el fin de aprovechar al máximo los recursos personales (tiempo, dinero, energía, atención), y así aumentar la productividad y mejorar en consecuencia la calidad de vida. Se presentan los elementos y las actividades en que se articula la PIM, y se expone cómo favorecer la integración de la información personal, en general dispersa en formas, aplicaciones y dispositivos distintos.

Maintenance and development of supplier relationships in an environment of irregular demand

The main target of the study was to find ideas for maintenance and development of supplier relations in irregular business environment. The other aim was to find out the suppliers’ opinions concerning the case company and the relationship between the companies. The study was conducted by using both qualitative and quantitative research methods. A mail survey was used to find out supplier opinions and an interview to find out suppliers’ ideas for relationship maintenance and development. It was found out that the use of relational elements is essential in the relationship maintenance in an irregular environment. In development of supplier relations the company should make better use of its suppliers’ potential, assure better flow of information and utilize the possibilities of Supplier Relationship Management.

Phylogenetic relationships of Apodemus Kaup, 1829 (Rodentia: Muridae) species in the Eastern Mediterranean inferred from mitochondrial DNA, with emphasis on iranian species

Wood mice of the genus Apodemus are widely distributed in Eurasia, with the Eastern Mediterranean being considered as a hotspot. Indeed, numerous species have been documented in Iran, including A. witherbyi, A. hyrcanicus, A. uralensis, A. avicennicus, A. hermonensis, and A. arianus. In this study, 129 specimens were collected from different Iranian localities and two specimens from Afghanistan. The animals were identified taxonomically and their phylogenetic relationships were investigated using cytochrome b mitochondrial DNA sequences. Five species of the genus Apodemus were identified in Iran, including A. hyrcanicus, A. witherbyi, A. cf. ponticus, A. uralensis, and A. mystacinus, beside, A. pallipes from Afghanistan. This study found no evidence of A. flavicollis or A. sylvaticus in Iran, despite their occurrence in Turkey, shedding doubt on the status of A. flavicollis in Iran, Asia Minor, and the Levant. Phylogenetic analyses imply that A. witherbyi has priority over A. avicennicus, A. hermonensis, and A. iconicus. Estimation of the divergence time for these taxa suggests a separation at around 7.2 Ma for the subgenera Karstomys (including A. mystacinus and A. epimelas) and Sylvaemus (including A. flavicollis, A. sylvaticus, A. uralensis, A. pallipes, A. hyrcanicus, A. witherbyi, and A. cf. ponticus). Within the subgenus Karstomys, the divergence times for A. mystacinus and A. epimelas were between 3.0 and 6.1 Ma, and divergence times within the subgenus Sylvaemus were between 5.2 and 6.9 Ma for A. witherbyi and other species in this subgenus. It is postulated that vicariance events including the uplifting of the Zagros Mountains and Anatolian Plateau in the middle Miocene and climate oscillations during the Messinian Salinity Crisis besides formation of the Hyrcanian tertiary forests during the Neogene probably played substantial roles in the radiation and distribution of the genus Apodemus in the Eastern Mediterranean.

Challenges in Supplier-Buyer Relationships in Electronics Industry

This thesis examines the supplier-buyer relationships in the Finnish electronics industry. The aim of the study was to increase understanding on the challenges that suppliers face in their relationship with the buyer. The research was conducted using qualitative methods because they allow more perspective for the research problem than quantitative methods would have. Choosing qualitative method also affected the selection of a research technique. Analysis of secondary data from written documents was chosen to give more perspective to a broad problem. The main findings of this research are that the relationships between supplier and buyer in electronics industry are challenging because supplier must understand and face three types of challenges. The challenges are: understanding the environment, choosing and implementing correct strategy and managing relationships. For the supplier it is important to understand the environment so it can adjust own strategy to fit to the environment. The supplier should also be careful not to be too dependent on the buyer.

HairPro Oy:n koulutusten myyntilähtöinen kehittäminen

Opinnäytetyössä tarkasteltiin, miten hiusalan maahantuontiyrityksen HairPro Oy:n koulutuksia tulisi kehittää, jotta ne lisäisivät paremmin yrityksen myyntiä. Maahantuontiyrityksen koulutukset on suunnattu heidän asiakkailleen, parturi-kampaajille. Tutkimus toteutettiin kvalitatiivisena eli laadullisena tutkimuksena. Tutkimusaineisto kerättiin teemahaastatteluilla, jotka toteutettiin yrityksen markkinointi-, koulutus- ja myyntivastaaville kevään 2008 aikana. Teemahaastatteluilla selvitettiin Kadus Studiossa tapahtuvien koulutusten nykytilaa. Nykytilakartoituksen pohjalta annettiin kehittämisehdotelma Kadus Studiossa tapahtuvaan hiustenvärjäyskoulutukseen. Kehittämissuunnitelma sisältää osioita koulutuksen suunnittelun eri vaiheisiin. Viitekehyksessä käsiteltiin myynninedistämistä ja suhdetoimintaa, jotka ovat merkittäviä koulutusten järjestämisessä. Koulutukset toimivat myynninedistäjinä ja sisältävät myynninedistämistoimia. Sisäisellä suhdetoiminnalla on suuri merkitys koulutusten onnistuneessa toteutuksessa ja koulutukset parantavat yrityksen ulkoista suhdetoimintaa. Tutkimuksessa selvitettiin koulutusten nykytilaa ja haastatteluista nousi esille tarvittavia kehittämisehdotuksia. Koulutusten eri vaiheiden kehittämisen avulla olisi mahdollista saavuttaa lisämyyntiä. Avainasemassa ovat sisäinen suhdetoiminta ja markkinointi, joita tulisi kehittää. Kaikkien koulutusvaiheiden seuranta ja raportointi on tärkeää koulutuksia kehitettäessä. Myynninedistämistoimien käyttö ja uudistaminen koulutustapahtumassa lisää suoraa myyntiä silloin, kun koulutuksen eri vaiheet toimivat.

Customer-Related Internal Communication in a Global Matrix Organization

The objective of the thesis was to explore the nature and characteristics of customer-related internal communication in a global industrial matrix organization during a specific customer relationship, and how it could be improved. The theoretical part of the study views the field of the concepts of intra-organizational information and knowledge sharing. The theoretical part also views the internal communications influences to customer relationships, its problematic, and the suggestions to improve internal communication in literature. The empirical part of the study was conducted with the Content Analysis and the Social Network Analysis as research methods. The data was collected by interviews and a questionnaire. Internal communication was observed first generally within the organization from the point of view of a certain business, and secondly, during a specific customer relationship at personal level and at departmental level. The results of the study describe the nature and characteristics of internal communication in the organization. The results give 13 suggestions for improving internal communication in the organization. Although the study has been done in one specific organization, it also offers insights for other organizations as well as managers to improve their internal communication.

Tómese unos minutos para revisar sus conocimientos sobre Transmisión de infecciones. Autoprotección del personal sanitario

En la transmisión de infecciones se mezclan las evidencias científicas, los miedos y las valoraciones personales del riesgo de contagio, en ocasiones inadecuadas, dado que el concepto"riesgo" es siempre subjetivo y difícil de definir. Todo ello puede generar conceptos erróneos o no totalmente ciertos. Esta autoevaluación es una pequeña contribución para separar"los mitos y/o leyendas sanitarias" de las realidades en relación con los riesgos de transmisión de algunas infecciones al personal sanitario.

Tómese unos minutos para revisar sus conocimientos sobre Transmisión de infecciones. Autoprotección del personal sanitario

En la transmisión de infecciones se mezclan las evidencias científicas, los miedos y las valoraciones personales del riesgo de contagio, en ocasiones inadecuadas, dado que el concepto"riesgo" es siempre subjetivo y difícil de definir. Todo ello puede generar conceptos erróneos o no totalmente ciertos. Esta autoevaluación es una pequeña contribución para separar"los mitos y/o leyendas sanitarias" de las realidades en relación con los riesgos de transmisión de algunas infecciones al personal sanitario.

Phylogenetic relationships of the newly discovered sexual state of Talaromyces flavovirens, comb. nov.

Typical Talaromyces ascomata were observed on dry Quercus suber leaf litter amongst the characteristic synnemata of Penicillium aureocephalum, and they appear to represent the sexual state of the latter species. The species is a synonym of the older Lasioderma flavovirens, and we propose the new combination Talaromyces flavovirens. Lectotype and epitype specimens are designated for this name. The defining characters of the asexual state include yellow, short-stalked, mycetozoan-like synnemata with an unusual, almost closed terminal head of penicillate conidiophores intermixed with sinuous hyphae, and dark green conidia. Ascomata could not be induced in culture, but PCR amplifications of mating-type genes indicate the species is heterothallic. In nature, ascocarp initials appear to be antheridia coiled around clavate ascogonia, similar to those of T. flavus, and the thick-walled, spiny ascospores are also similar to those of T. flavus. ITS barcodes and β-tubulin sequences place T. flavovirens in a clade with T. apiculatus, T. flavus, T. funiculosus, T. galapagensis, T. pinophilus, T. macrosporus, and seven other species.

Patients' Needs for Care in Public Mental Health: Unity and Diversity of Self-Assessed Needs for Care.

PURPOSE: Needs assessment is recognized to be a key element of mental health care. Patients tend to present heterogeneous profiles of needs. However, there is no consensus in previous research about how patients' needs are organized. This study investigates both general and specific dimensions of patients' needs for care. METHODS: Patients' needs were assessed with ELADEB, an 18-domain self-report scale. The use of a self-assessment scale represents a unique way of obtaining patients' perceptions. A patient-centered psychiatric practice facilitates empowerment as it is based on the patients' personal motivations, needs, and wants. Four seventy-one patients' profiles were analyzed through exploratory factor analysis. RESULTS: A four-factor bifactor model, including one general factor and three specific factors of needs, was most adequate. Specific factors were (a) "finances" and "administrative tasks"; (b) "transports," "public places," "self-care," "housework," and "food"; and (c) "family," "children," "intimate relationships," and "friendship." CONCLUSION: As revealed by the general factor, patients expressing urgent needs in some domains are also more susceptible to report urgent needs in several other domains. This general factor relates to high versus low utilizers of public mental healthcare. Patients also present specific needs in life domains, which are organized in three dimensions: management, functional disabilities, and familial and interpersonal relationships. These dimensions relate to the different types of existing social support described in the literature.

La inclusión laboral y social de los jóvenes con discapacidad intelectual : el papel de la escuela = Work and social inclusion of young people with intellectual disabilities : the role of the school

The transition to adult life from the standpoint of inclusion is a complex process, especially for young people with intellectual disabilities. This article analyzes the context of transition processes showing the main relationships and differences of the different scenarios where young people with disabilities develop personal pathways that lead to adulthood. Among these scenarios, the school -the period of compulsory secondary education- plays a key role. Therefore, a specific section is devoted to developing an approach to the role of the school in the construction of bridges that facilitate social and work inclusion. Finally, it presents some major challenges that need to be faced to improve the processes of transition from an inclusive perspective