Etude du support publicitaire, des critères de choix et de la satisfaction des patients de deux centres dentaires

Le propos général de ce mémoire est de déterminer pourquoi un nouveau patient choisit de prendre rendez-vous dans un centre dentaire et d'évaluer son niveau de satisfaction. L'étude est basée sur un questionnaire distribué lors du premier rendez-vous des nouveaux patients. Il est constitué de trois sections (socio-démographie, critères de choix, satisfaction) et est complété par le patient en deux phases, les parties socio-démographiques et critères de choix avant le traitement par le dentiste et la partie satisfaction après le traitement. L'échantillon de patients provient de deux centres dentaires ayant les mêmes exigences en termes d'accueil et de qualité des soins, l'un étant situé dans le canton de Zurich et l'autre dans le canton de Fribourg. [...] [Extrait p. 4]

Improving treatment satisfaction to increase adherence.

Poor adherence to treatment is a major issue for the management of hypertension and other chronic conditions. Although it is common among hypertensive patients and a cause of uncontrolled hypertension, poor adherence remains very difficult to diagnose in clinical practice. Moreover, it is unclear how to improve adherence. Hence, identifying potentially modifiable factors that are associated with treatment adherence among hypertensive patients is of high clinical interest. Treatment satisfaction is usually defined 'as the individual's rating of important attributes of the process and outcomes of his/her treatment experience'. Treatment satisfaction is conceptually difficult to define as it can encompass the entire treatment experience, going from the satisfaction with the medication to the satisfaction with health-care delivery system. Nevertheless, it represents an interesting patient reported outcome potentially useful to understand patient's perspectives and to evaluate some elements of the quality of care. Maintaining a long-term high treatment satisfaction is a serious challenge in patients having to take drugs for chronic conditions, such as hypertension.

Trends in adult body-mass index in 200 countries from 1975 to 2014: a pooled analysis of 1698 population-based measurement studies with 19·2 million participants.

BACKGROUND: Underweight and severe and morbid obesity are associated with highly elevated risks of adverse health outcomes. We estimated trends in mean body-mass index (BMI), which characterises its population distribution, and in the prevalences of a complete set of BMI categories for adults in all countries. METHODS: We analysed, with use of a consistent protocol, population-based studies that had measured height and weight in adults aged 18 years and older. We applied a Bayesian hierarchical model to these data to estimate trends from 1975 to 2014 in mean BMI and in the prevalences of BMI categories (<18·5 kg/m(2) [underweight], 18·5 kg/m(2) to <20 kg/m(2), 20 kg/m(2) to <25 kg/m(2), 25 kg/m(2) to <30 kg/m(2), 30 kg/m(2) to <35 kg/m(2), 35 kg/m(2) to <40 kg/m(2), ≥40 kg/m(2) [morbid obesity]), by sex in 200 countries and territories, organised in 21 regions. We calculated the posterior probability of meeting the target of halting by 2025 the rise in obesity at its 2010 levels, if post-2000 trends continue. FINDINGS: We used 1698 population-based data sources, with more than 19·2 million adult participants (9·9 million men and 9·3 million women) in 186 of 200 countries for which estimates were made. Global age-standardised mean BMI increased from 21·7 kg/m(2) (95% credible interval 21·3-22·1) in 1975 to 24·2 kg/m(2) (24·0-24·4) in 2014 in men, and from 22·1 kg/m(2) (21·7-22·5) in 1975 to 24·4 kg/m(2) (24·2-24·6) in 2014 in women. Regional mean BMIs in 2014 for men ranged from 21·4 kg/m(2) in central Africa and south Asia to 29·2 kg/m(2) (28·6-29·8) in Polynesia and Micronesia; for women the range was from 21·8 kg/m(2) (21·4-22·3) in south Asia to 32·2 kg/m(2) (31·5-32·8) in Polynesia and Micronesia. Over these four decades, age-standardised global prevalence of underweight decreased from 13·8% (10·5-17·4) to 8·8% (7·4-10·3) in men and from 14·6% (11·6-17·9) to 9·7% (8·3-11·1) in women. South Asia had the highest prevalence of underweight in 2014, 23·4% (17·8-29·2) in men and 24·0% (18·9-29·3) in women. Age-standardised prevalence of obesity increased from 3·2% (2·4-4·1) in 1975 to 10·8% (9·7-12·0) in 2014 in men, and from 6·4% (5·1-7·8) to 14·9% (13·6-16·1) in women. 2·3% (2·0-2·7) of the world's men and 5·0% (4·4-5·6) of women were severely obese (ie, have BMI ≥35 kg/m(2)). Globally, prevalence of morbid obesity was 0·64% (0·46-0·86) in men and 1·6% (1·3-1·9) in women. INTERPRETATION: If post-2000 trends continue, the probability of meeting the global obesity target is virtually zero. Rather, if these trends continue, by 2025, global obesity prevalence will reach 18% in men and surpass 21% in women; severe obesity will surpass 6% in men and 9% in women. Nonetheless, underweight remains prevalent in the world's poorest regions, especially in south Asia. FUNDING: Wellcome Trust, Grand Challenges Canada.

A nonparametric method for the measurement of size diversity with emphasis on data standardization

The most suitable method for estimation of size diversity is investigated. Size diversity is computed on the basis of the Shannon diversity expression adapted for continuous variables, such as size. It takes the form of an integral involving the probability density function (pdf) of the size of the individuals. Different approaches for the estimation of pdf are compared: parametric methods, assuming that data come from a determinate family of pdfs, and nonparametric methods, where pdf is estimated using some kind of local evaluation. Exponential, generalized Pareto, normal, and log-normal distributions have been used to generate simulated samples using estimated parameters from real samples. Nonparametric methods include discrete computation of data histograms based on size intervals and continuous kernel estimation of pdf. Kernel approach gives accurate estimation of size diversity, whilst parametric methods are only useful when the reference distribution have similar shape to the real one. Special attention is given for data standardization. The division of data by the sample geometric mean is proposedas the most suitable standardization method, which shows additional advantages: the same size diversity value is obtained when using original size or log-transformed data, and size measurements with different dimensionality (longitudes, areas, volumes or biomasses) may be immediately compared with the simple addition of ln k where kis the dimensionality (1, 2, or 3, respectively). Thus, the kernel estimation, after data standardization by division of sample geometric mean, arises as the most reliable and generalizable method of size diversity evaluation

Mobile Subscription Acquisition and Retention Costs - An Actvity-Based Model

The objective of this master’s thesis was to develop a model for mobile subscription acquisition cost, SAC, and mobile subscription retention cost, SRC, by applying activity-based cost accounting principles. The thesis was conducted as a case study for a telecommunication company operating on the Finnish telecommunication market. In addition to activity-based cost accounting there were other theories studied and applied in order to establish a theory framework for this thesis. The concepts of acquisition and retention were explored in a broader context with the concepts of customer satisfaction, loyalty and profitability and eventually customer relationship management to understand the background and meaning of the theme of this thesis. The utilization of SAC and SRC information is discussed through the theories of decision making and activity-based management. Also, the present state and future needs of SAC and SRC information usage at the case company as well as the functions of the company were examined by interviewing some members of the company personnel. With the help of these theories and methods it was aimed at finding out both the theory-based and practical factors which affect the structure of the model. During the thesis study it was confirmed that the existing SAC and SRC model of the case company should be used as the basis in developing the activity-based model. As a result the indirect costs of the old model were transformed into activities and the direct costs were continued to be allocated directly to acquisition of new subscriptions and retention of old subscriptions. The refined model will enable managing the subscription acquisition, retention and the related costs better through the activity information. During the interviews it was found out that the SAC and SRC information is also used in performance measurement and operational and strategic planning. SAC and SRC are not fully absorbed costs and it was concluded that the model serves best as a source of indicative cost information. This thesis does not include calculating costs. Instead, the refined model together with both the theory-based and interview findings concerning the utilization of the information produced by the model will serve as a framework for the possible future development aiming at completing the model.

Tehtaan alueella tapahtuvan välivarastoinnin laadunvarmistus

Sisälogistiikassa on monissa eri vaiheissa varastointia. Raaka-aineita, keskeneräisiä ja valmiita tuotteita joudutaan varastoimaan yrityksen tiloissa. Varastoinnin laatuun tulee kiinnittää huomiota kaikissa vaiheissa. Varastoinnin laadunhallintaan voidaan käyttää standardin ISO 9000 mukaista laadunhallinta järjestelmää, johon kuuluu osa-alueina johdon vastuu, resurssien hallinta tuotteen toteuttaminen sekä mittaus, analysointi ja parantaminen. Logistiikan ja varastoinnin laadun tärkein mittari on asiakastyytyväisyys. Asiakkaat päättävät loppukädessä onko tuote tai palvelu vaatimusten mukainen, joten asiakkaan määrittelemien vaatimusten täyttäminen on ensiarvoisen tärkeää. Muita varastoinnin mittareita ovat suorituskyvyn mittarit sisältäen laatu- ja kustannusmittarit sekä uudistumiskyky. Työn empiriaosassa on kartoitettu Metso Paper Oy:n Rautpohjan yksikön välivarastoinnin mahdollisia laatupuutteita erilaisilla mittareilla. Tuloksien perusteella on kehitetty toimintamalli, kartoitettu ohjeistusta vaativat tahot sekä ehdotus seurannan järjestämisestä. Työssä on myös tarkasteltu vastuun jakautumista välivarastoinnin osalta.

Asiakaslupausmittariston rakentaminen

Tässä diplomityössä tarkastellaan teollisuusyrityksen suorituskykyä asiakkaiden näkökulmasta. Työn tavoitteena on rakentaa kohdeyritykselle yrityksen suorituskykyä asiakkaan näkökulmasta kuvaava mittaristo. Työn kirjallisuustutkimuksen perusteella tunnistetaan olennaiset menetelmät asiakaspalvelutarpeiden mittaamiseen ja analysointiin. Lisäksi työssä esitellään suorituskyvyn mittariston rakentamisen mallit ja periaatteet, sekä mittariston implementointiin vaikuttavat tekijät. Empiirisessä osassa toteutetaan avainasiakkaiden palvelutarpeiden ja yrityksen suoritustason kartoitus ja analysointi. Kohdeyritykselle rakennetaan mittariston asiakaspalvelutarpeiden perusteella, soveltuen yrityksen toimintaympäristöön ja strategisiin päämääriin. Mittaristo rakennetaa Balanced Scorecardin asiakasnäkökulman asiakaslupausmittareiden pohjalle. Työn tuloksena kohdeyritys saa kuvan palvelutasostaan. Työssä esitetyn asiakaslupausmittariston avulla kohdeyritys voi seurata ja kehittää suorituskykyään. Lisäksi työssä tuodaan ilmi tärkeitä tekijöitä, jotka vaikuttavat mittariston implementointiin ja esitetään suositusten muodossa toimintaperiaatteita implementointiprosessissa.

Radio Frequency Measurement Method for Detecting Bearing Currents in Induction Motors

Induction motors are widely used in industry, and they are generally considered very reliable. They often have a critical role in industrial processes, and their failure can lead to significant losses as a result of shutdown times. Typical failures of induction motors can be classified into stator, rotor, and bearing failures. One of the reasons for a bearing damage and eventually a bearing failure is bearing currents. Bearing currents in induction motors can be divided into two main categories; classical bearing currents and inverter-induced bearing currents. A bearing damage caused by bearing currents results, for instance, from electrical discharges that take place through the lubricant film between the raceways of the inner and the outer ring and the rolling elements of a bearing. This phenomenon can be considered similar to the one of electrical discharge machining, where material is removed by a series of rapidly recurring electrical arcing discharges between an electrode and a workpiece. This thesis concentrates on bearing currents with a special reference to bearing current detection in induction motors. A bearing current detection method based on radio frequency impulse reception and detection is studied. The thesis describes how a motor can work as a “spark gap” transmitter and discusses a discharge in a bearing as a source of radio frequency impulse. It is shown that a discharge, occurring due to bearing currents, can be detected at a distance of several meters from the motor. The issues of interference, detection, and location techniques are discussed. The applicability of the method is shown with a series of measurements with a specially constructed test motor and an unmodified frequency-converter-driven motor. The radio frequency method studied provides a nonintrusive method to detect harmful bearing currents in the drive system. If bearing current mitigation techniques are applied, their effectiveness can be immediately verified with the proposed method. The method also gives a tool to estimate the harmfulness of the bearing currents by making it possible to detect and locate individual discharges inside the bearings of electric motors.

Työtyytyväisyysmittaus johtamisen välineenä case: pk konepaja

Tutkimuksen tavoite on kuvata ja ymmartaa, miten työtyytyväisyysmittausta voidaan käyttää johtamisessa. Työtyytyväisyys on tutkimusten mukaan tärkeä tekijä yrityksen tuottavuudelle. Työtyytyväisyys voidaan ymmärtää miellyttäväksi tai positiiviseksi tunnetilaksi, joka johtuu yksilon tyosta tai tyokokemuksista. Tutkimuksen keskeinen ilmiö on johtaminen. Johtaja tarvitsee tietoa siitä, miten saada menestystekijät yrityksen käyttöön ja miten poistaa mahdolliset työnteon esteet. Tutkimustulosten tulkinnan mukaan työtyytyväisyysmittaus on tehokas ja prosessinmuotoon saatettuna yksinkertainen tapa kerata työpaikalta tietoa johtamisen käyttöön. Tutkimus toteutettiin kvalitatiivisena tapaustutkimuksena. Case yritys oli pk konepaja. Aineiston keräämiseksi käytettiin teemahaastatteluja.

Predicting overall service quality: a structural equation modelling approach

In this article, the results of a modified SERVQUAL questionnaire (Parasuraman et al., 1991) are reported. The modifications consisted in substituting questionnaire items particularly suited to a specific service (banking) and context (county of Girona, Spain) for the original rather general and abstract items. These modifications led to more interpretable factors which accounted for a higher percentage of item variance. The data were submitted to various structural equation models which made it possible to conclude that the questionnaire contains items with a high measurement quality with respect to five identified dimensions of service quality which differ from those specified by Parasuraman et al. And are specific to the banking service. The two dimensions relating to the behaviour of employees have the greatest predictive power on overall quality and satisfaction ratings, which enables managers to use a low-cost reduced version of the questionnaire to monitor quality on a regular basis. It was also found that satisfaction and overall quality were perfectly correlated thus showing that customers do not perceive these concepts as being distinct

IT architecture for category driven corporate procurement measurement

The purpose of this thesis was to investigate creating and improving category purchasing visibility for corporate procurement by utilizing financial information. This thesis was a part of the global category driven spend analysis project of Konecranes Plc. While creating general understanding for building category driven corporate spend visibility, the IT architecture and needed purchasing parameters for spend analysis were described. In the case part of the study three manufacturing plants of Konecranes Standard Lifting, Heavy Lifting and Services business areas were examined. This included investigating the operative IT system architecture and needed processes for building corporate spend visibility. The key findings of this study were the identification of the needed processes for gathering purchasing data elements while creating corporate spend visibility in fragmented source system environment. As an outcome of the study, roadmap presenting further development areas was introduced for Konecranes.

Managing through measurement : A framework for successful operative level performance measurement

The research around performance measurement and management has focused mainly on the design, implementation and use of performance measurement systems. However, there is little evidence about the actual impacts of performance measurement on the different levels of business and operations of organisations, as well as the underlying factors that lead to a positive impact of performance measurement. The study thus focuses on this research gap, which can be considered both important and challenging to cover. The first objective of the study was to examine the impacts of performance measurement on different aspects of management, leadership and the quality of working life, after which the factors that facilitate and improve performance and performance measurement at the operative level of an organisation were examined. The second objective was to study how these factors operate in practice. The third objective focused on the construction of a framework for successful operative level performance measurement and the utilisation of the factors in the organisations. The research objectives have been studied through six research papers utilising empirical data from three separate studies, including two sets of interview data and one of quantitative data. The study applies mainly the hermeneutical research approach. As a contribution of the study, a framework for successful operative level performance measurement was formed by matching the findings of the current study and performance measurement theory. The study extents the prior research regarding the impacts of performance measurement and the factors that have a positive effect on operative level performance and performance measurement. The results indicate that under suitable circumstances, performance measurement has positive impacts on different aspects of management, leadership, and the quality of working life. The results reveal that for example the perception of the employees and the management of the impacts of performance measurement on leadership style differ considerably. Furthermore, the fragmented literature has been reorganised into six factors that facilitate and improve the performance of the operations and employees, and the use of performance measurement at the operative level of an organisation. Regarding the managerial implications of the study, managers who operate around performance measurement can utilise the framework for example by putting the different phases of the framework into practice.

Defining a Performance Measurement System for Technology Marketing Team by Using the Balanced Scorecard Method

This thesis was produced for the Technology Marketing unit at the Nokia Research Center. Technology marketing was a new function at Nokia Research Center, and needed an established framework with the capacity to take into account multiple aspects for measuring the team performance. Technology marketing functions had existed in other parts of Nokia, yet no single method had been agreed upon for measuring their performance. The purpose of this study was to develop a performance measurement system for Nokia Research Center Technology Marketing. The target was that Nokia Research Center Technology Marketing had a framework for separate metrics; including benchmarking for starting level and target values in the future planning (numeric values were kept confidential within the company). As a result of this research, the Balanced Scorecard model of Kaplan and Norton, was chosen for the performance measurement system for Nokia Research Center Technology Marketing. This research selected the indicators, which were utilized in the chosen performance measurement system. Furthermore, performance measurement system was defined to guide the Head of Marketing in managing Nokia Research Center Technology Marketing team. During the research process the team mission, vision, strategy and critical success factors were outlined.