Configuration management process improvement : a case study of a Pan-Nordic insurance company

Configuration management is often seen as an enabler for the main IT Service Management (ITSM) processes such as Incident and Problem management. A decent level of quality of IT configuration data is required in order to carry out routines of these processes. This case study examines the state of configuration management in a multinational organization and aims at identification of methods for its improvement. The author has stayed five months with this company in order to collect different sources of evidence and to make observations. The main source of data for this study is interviews with some of the key employees of the assigned organization who are involved into the ITSM processes. This study concludes the maturity level of the existing configuration management process to be repeatable but intuitive, and outlines the principal requirements for its improvement. A match between the requirements identified in the organization and the requirements stated in the ISO/IEC 20000 standard indicates the possibility of adopting ITIL guidelines as a method for configuration management process improvement. The outcome of the study presents a set of recommendations for improvement that considers the process, the information model and the information system for configuration management in the case organization.

Beta and debt premium for a Finnish distribution company

Suomessa sähkönjakelu on säännelty monopoli. Energiamarkkinavirasto tuottaa ohjeistuksen sekä mallin yritysten ansaintamahdollisuuksille. Karkeasti sanottuna tulomalli on sijoitetun pääoman ja pääoman painotetun kustannuksen tulo. Pääoman painotettu kustannus koostuu useista parametreista kuten beta ja vieraan pääoman riskipreemio. Näiden parametrien taso ja määrittämisajankohta perustuvat subjektiivisiin näkemyksiin, kun objektiivista parametrien määrittämismenetelmää tulisi käyttää. Nykyiset beta ja vieraan pääoman riskipreemio perustuvat energiamarkkinaviraston ja asiantuntijoiden lausuntoihin. Aihealuetta on tutkittu erittäin vähän, mikä johtunee pääasiassa siitä, ettei ole olemassa listautuneita puhtaita jakeluverkkoyhtiöitä. Betan nykytaso on 0.529 ja vieraan pääoman riskipreemio on 1.0 %. Tässä pro gradu –työssä määritetään markkinaperusteisesti betan ja vieraan pääoman riskipreemion nykytaso. Tässä työssä esiteltävä määrittämismalli perustuu puhtaasti markkinadataan eikä sen soveltamisessa käytetä subjektiivisia mielipiteitä. Markkinaehtoisia tietoja käyttäen betan pitäisi olla tasolla 0.525 ja vieraan pääoman riskipreemion tasolla 1.34 %. Nämä luvut, mikäli ne otettaisiin käyttöön, vaikuttaisivat suoraan ja positiivisesti jakeluverkkoyhtiöiden sallittuun tuottoon Suomessa.

Interaction with industrial customers from a project selling company's perspective

This thesis studied the issue of interaction in industrial buyer-seller relationships. The aim of the thesis was to study the interaction from the seller’s perspective, especially from a project selling company’s perspective. The purpose of the thesis was to offer suggestions for the case company on how to improve interaction. The theoretical part of the study introduced the interaction framework of buyer-seller interaction, and the concept of interaction mechanisms. The focus was on studying the seller’s ways and means to utilize the interaction mechanisms. A case study research was conducted in the empirical part of the study, in which interaction in the case company was observed at a general level and through three different projects. The case company of the study was a project selling company. The case study data was gathered through individual interviews. Content Analysis was used as a research method for analyzing the case study data. Based on the case study findings, the results were drawn. The results indicated what should be done, in order to develop interaction in the case company. Finally, suggestions were provided for the case company on how to improve interaction, and a suggested interaction model was established for the case company. Although the thesis studied the topic from the viewpoint of only one specific company, it also offers outlook for other seller companies to improve their interaction.

Cross-cultural knowledge transfer within a multinational company

The ability to share knowledge efficiently is vital in day-to-day operations of multinational companies. Therefore, the tools for the effective knowledge sharing along with the transfer knowledge models are of a primary interest for the companies. Knowledge transfer often involves participants of different cultural background. The purpose of this research is to investigate how the cross-cultural knowledge transfer in a multinational corporation takes place and how the successful knowledge transfer is ensured. The four sub-questions will help to answer the research question. Firstly, the author will try to identify what difficulties might occur while transferring knowledge in a multicultural environment. Secondly, the cultural differences’ impact on cross-cultural communication will be explored. Thirdly, the tools and models for effective tacit knowledge transfer will be covered by the author. Lastly, the methods of assessing if a knowledge transfer was successful or not will be discussed. The focus of this thesis is on knowledge transfer within a multinational setting. A multinational corporation is used as a practical example for this study; namely the Training Centre of the multinational corporation. The study was carried out by using a qualitative research approach. The four employees of the Training Centre were interviewed in order to obtain the answers to the research questions. The complete idea of the data gathering process can be obtained by reading through the first part of the methodology section Furthermore, the matters of transferability, confirmability, trustworthiness and objectivity were discussed in the methodological section. The study indicates that in order to carry out the successful and efficient knowledge transfer several requests have to be met. Mutual motivation, e.g. the motivation of both knowledge sender and knowledge receiver is one of the most important determinants of knowledge transfer. Sufficient and bearable workload for the knowledge senders is important to ensure the quality and involvement of the knowledge sender into knowledge transfer process. Course contents, infrastructure and other matters will be discussed further on in relation of successful knowledge transfer. Influences of cultural differences on knowledge sharing were studied in this thesis. At the end of the empirical study- a model used to transfer knowledge in Training Centre will be presented. The model created proves to be functional and appropriate for transferring knowledge to representatives of different cultures.

Toiminimi Auto Company o.y

22 x 27 cm

Fordson Ford Motor Company of Finland o/y:n takuu

22 x 42 cm

Ford Motor Company of Finland oy Garantie

22 x 41 cm

Kansallis-osake-pankin selostus Ford Motor Company of Finland Oy:stä

21 x 28 cm

P.M. Ford Motor Company of Finland o.y:tä

21 x 27 cm

Ford Motor Company of Finland Oy vuosikertomus

14 x 23 cm

A Steel Company Entering the Market Area of St. Petersburg

Tutkimuksen tavoitteena on selvittää tarkoituksenmukaisin etabloitumismenetelmä teräsyhtiön kansainvälistymisessä Pietarin markkinoille. Vaikka kansainvälistymistä onkin tutkittu paljon, kyseisen kontekstin erityispiirteisiin on aiemmissa tutkimuksissa kiinnitetty vain vähän huomiota. Kansainvälistymisteorioista työhön valittiin John Dunningin eklektinen paradigma sekä Uppsala-malli. Etabloitumismenetelmän valintaa puolestaan tarkastellaan eri vaihtoehtojen kautta, jotka kattavat viennin, suorat ulkomaan investoinnit, sopimusjärjestelyt sekä yhteisyrityksen. Valintaa selitetään taustalla vaikuttavien tekijöiden sekä kansainvälistymisprosessin kautta. Kohteena olevan markkina-alueen potentiaalin, ongelmien sekä yrityksen kilpailuetujen arvioinnin jälkeen ehdotetaan optimaalista ratkaisua. Omat haasteensa operaatiomuodon valintaan luovat potentiaalinen mutta haastava kohdemarkkina-alue sekä yrityksen sisäiset tekijät. Kontekstiin parhaiten sopivaksi etabloitumismenetelmäksi esitetään aloittamista välittömällä viennillä asiakkaiden etsimiseksi ja suhteiden luomiseksi. Kun asiakkuuksia alueella on riittävästi, myyntikonttorin perustaminen Pietarin lähelle nähdään tarkoituksenmukaisena paikallisen läsnäolon lisäämiseksi. Empiirinen data kattaa kahdeksan asiantuntijahaastattelua, jotka yhdessä muun lähdeaineiston kanssa rakentavat perustan empiirisille tuloksille. Tutkimuksen tulokset tarjoavat yritykselle perustellun ratkaisuehdotuksen siitä, kuinka Pietarin markkinoille tulisi etabloitua.

Customer Segmentation in Industrial Markets - CASE: Labelstock Company

The aim of this thesis is to study segmentation in industrial markets and develop a segmenting method proposal and criteria case study for a labelstock manufacturing company. An industrial company is facing many different customers with varying needs. Market segmentation is a process for dividing a market into smaller groups in which customers have the same or similar needs. Segmentation gives tools to the marketer to better match the product or service more closely to the needs of the target market. In this thesis a segmentation tool proposal and segmenting criteria is case studied for labelstock company’s Europe, Middle East and Africa business area customers and market. In the developed matrix tool different customers are planned to be evaluated based on customer characteristic variables. The criteria for the evaluating matrix are based on the customer’s buying organizations characteristics and buying behaviour. There are altogether 13 variables in the evaluating matrix. As an example of variables there are loyalty, size of the customer, estimated growth of the customer purchases and customer’s decision-making and buying behaviour. These characteristic variables will help to identify market segments to target and the customers belonging to those segments.

Deregulation’s Impact on the Railway Freight Transport Sector’s Future in the Baltic Sea Region

The European transport market has confronted several changes during the last decade. Due to European Union legislative mandates, the railway freight market was deregulated in 2007. The market followed the trend started by other transport modes as well as other previously regulated industries such as banking, telecommunications and energy. Globally, the first country to deregulate the railway freight market was the United States, with the introduction of the Staggers Rail Act in 1980. Some European countries decided to follow suit already before regulation was mandated; among the forerunners were the United Kingdom, Sweden and Germany. The previous research has concentrated only on these countries, which has provided an interesting research gap for this thesis. The Baltic Sea Region consists of countries with different kinds of liberalization paths, including Sweden and Germany, which have been on the frontline, whereas Lithuania and Finland have only one active railway undertaking, the incumbent. The transport market of the European Union is facing further challenges in the near future, due to the Sulphur Directive, oil dependency and the changing structure of European rail networks. In order to improve the accessibility of this peripheral area, further action is required. This research focuses on topics such as the progression of deregulation, barriers to entry, country-specific features, cooperation and internationalization. Based on the research results, it can be stated that the Baltic Sea Region’s railway freight market is expected to change in the future. Further private railway undertakings are anticipated, and these would change the market structure. The realization of European Union’s plans to increase the improved rail network to cover the Baltic States is strongly hoped for, and railway freight market counterparts inside and among countries are starting to enhance their level of cooperation. The Baltic Sea Region countries have several special national characteristics which influence the market and should be taken into account when companies evaluate possible market entry actions. According to thesis interviews, the Swedish market has a strong level of cooperation in the form of an old-boy network, and is supported by a positive attitude of the incumbent towards the private railway undertakings. This has facilitated the entry process of newcomers, and currently the market has numerous operating railway undertakings. A contrary example was found from Poland, where the incumbent sent old rolling stock to the scrap yard rather than sell it to private railway undertakings. The importance of personal relations is highlighted in Russia, followed by the railway market’s strong political bond with politics. Nonetheless, some barriers to entry are shared by the Baltic Sea Region, the main ones being acquisition of rolling stock, bureaucracy and needed investments. The railway freight market is internationalizing, which is perceived via several alliances as well as the increased number of mergers and acquisitions. After deregulation, markets seem to increase the number of railway undertakings at a rather fast pace, but with the passage of time, the larger operators tend to acquire smaller ones. Therefore, it is expected that in a decade’s time, the number of railway undertakings will start to decrease in the deregulation pioneer countries, while the ones coming from behind might still experience an increase. The Russian market is expected to be totally liberalized, and further alliances between the Russian Railways and European railway undertakings are expected to occur. The Baltic Sea Region’s railway freight market is anticipated to improve, and, based on the interviewees’ comments, attract more cargoes from road to rail.

Service Productization and Product Servitization in The Contract Manufacturing Company

The role of contract manufacturing and subcontracting has been seen in black and white in product and service point of view. It used to be seen either as a product or a service. In the thesis product-service system, offering combining products and services, was discussed. Theory was created from two perspectives; Service productization via Business Model generation and product servitization via New Service Development process. Target for the case study was to point out new ways of service thinking and ways for changing business environment in contract manufacturing, especially in customer satisfaction and profitability point of view. The case study is following the New Service Development process phases. First ideas were collected from literature and via sales management interviews. Service offering and tool for service requirement evaluation was created. Last financial results of example service scenarios were calculated. It is recommended to take service offering into internal use and further develop it into modular service model. It is also recommended to take created customer service requirement evaluation tool into use for capturing customer service needs but also for communicating those internally.

Järjestelmätoimittajan kansainvälisen liiketoiminnan päätöksentekoa tukevien työkalujen kehittäminen

Kansainvälistyminen ja yritysten väliset kumppanuudet ovat muodostuneet Suomen yrityksille yhä tärkeämmiksi toiminnoiksi. Tämän tutkimuksen tavoitteena on selvittää minkälaiset työkalut ja tiedot tarvitaan kansainvälisten markkinoiden valinnan alkuvaiheessa sekä kumppanuuksien muodostamisessa rautatiejärjestelmiä toimittavalle yritykselle. Tarkasteltava perheyritys toimii PK-sektorilla. Tutkimus koostuu teoreettisesta katsauksesta kansainvälistymiseen ja kumppanuuksiin sekä empiirisestä osasta molempien aihepiirien soveltamisesta valitulla liiketoimintaalueella. Teoreettinen osuus tarkastelee kansainvälistymisen motivaatiotekijöitä ja erilaisia kansainvälistymisvaihtoehtoja paneutuen kansainvälistymisen prosessiin, riskeihin sekä riskien hallintaan. Tämän lisäksi teoriaosuudessa keskitytään yritysten välisiin kumppanuuksiin tarkastellen kumppanuuden muotoja, asemointia ja riskejä. Työn lopputuloksena syntyi hyvä näkemys rautatiemarkkinoiden toiminnasta, jonka tukemana pystyttiin valitsemaan tarkasteltavat arviointikohteet ja kehittämään työkalut kansainvälisten markkinoiden alkuvaiheen arviointiin sekä yrityksen tavoitteita tukevan kumppaniyrityksen valintaan. Nämä työkalut muodostavat pohjan kansainvälisten markkinoiden ja kumppanuuksien systemaattiseen tarkasteluun sekä tulosten jatkokäsittelyyn. Tulokset ja esitetyt kehitysehdotukset antavat hyvän lähtökohdan kansainvälisten markkinoiden ja yrityskumppanuuksien arvioinnin jatkokehittämiseen kohti kannattavampaa liiketoimintaa.