Creating customer relationship management concept for engineering and service business

Customer relationship management has been one essential part of marketing for over 20 years. Today’s business environment is fast changing, international and highly competitive, and that is why the most important factor for long-term profitability is one-to-one customer relationships. However, managing relationships and serving customers that are profitable has been always challenging. In this thesis the objective was to define the main obstacles that the case company must overcome to succeed in CRM. Possible solutions have also been defined. The main elements of the implementation i.e. people, processes and technologies, can clearly be found behind these matters and solutions. This thesis also presents theoretical information about CRM and it is meant to act as a guide book inside the organisation to spread information about CRM for those who are not so familiar with the topic.

Developing service offering of an air freight carrier

The thesis examined service offering development of an air freight carrier from the customers' point of view. The study was limited to the biggest business clients of the carrier. Service offering development can be divided into service concept, process and system. The thesis was based on these three themes and quality. Compared to product development, systematic and well-structured service development has been studied little, especially in business market. However, service development is a current issue. Due to growing competition companies should carefully listen to their clients' needs and respond to them by offering right services. Methodology of the thesis is qualitative and representatives of three forwarding companies were interviewed. It was found out that the forwarding companies consider themselves as partners of the airline. In addition to general reliability, the customers value the most fluent terminal processes and electronic communication.

Benefits and Limitations of Service Oriented Architecture

In this thesis I examine Service Oriented Architecture (SOA) considering both its positive and negative qualities for business organizations and IT. In SOA, services are loosely coupled and invoked through standard interfaces to enable business process independence from the underlying technology. As an architecture, SOA brings the key benefit of service reuse that may mean anything from simple application reuse to taking advantage of entire business processes across enterprises. SOA also promises interoperability especially by the Web services standards that enable platform independency. Cost efficiency is mainly a result of the savings in IT maintenance and reduced development costs. The most severe limitations of SOA are performance implications and security issues, but the applicability of SOA is also limited. Additional disadvantages of a service oriented approach include problems in data management and complexity questions, and the lack of agreement about SOA and its twofold nature as a business as well as technology approach leads to problematic interpretation of the available information. In this thesis I find the benefits and limitations of SOA for the purpose described above and propose that companies need to consider the decision to implement SOA carefully to determine whether the benefits will outdo the costs in the individual case.

Profitability Analysis of Service Contracts of Devices

The objective of this study has been to make a profitability analysis of service contracts for a company in Finland. The purpose has been to see how profitable the contracts are and if there possibly were some things to change or develop in the contracts. Allocation rules of cost accounting, service costs both profitability and management of services have been considered in the theory part. All the service contracts that have been valid at least three last accounting periods have been included in the study. All direct costs relating to the contracts have been collected and indirect costs have been assigned to the contracts. Profitability of the contracts has been calculated over three years. Results have been analyzed according to the key figures the company is controlling. Some suggestions for developments have been given at the end of the study. The study has shown differences between the contracts. Part of them has turned out to be like the profitability aims of the company and part less profitable. The study has shown that many factors have an effect on the profitability of the service contracts.

Epidemiology and injury patterns of patients consulting following assault by nightclub security agents in a university hospital emergency service and an associated specialised forensic consultation

Introduction: The Violence Medical Unit (VMU), a specialised forensic medical consultation, was created at the Lausanne university Hospital in 2006. All patients consulting at the ED for interpersonal violencerelated injury are referred to the VMU, which provides forensic documentation of the injury and referral to the relevant community based victim-support organisations within 48 hours of the ED visit. This frees the ED medical staff from forensic injury documentation and legal/social referral, tasks for which they lack both time and training. Among community violence, assaults by nightclub security agents against patrons have increased from 6% to 10% between 2007 and 2009. We set out to characterise the demographics, assault mechanisms, subsequent injuries, prior alcohol intake and ED & VMU costs incurred by this group of patients. Methods: We retrospectively included all patients consulting at the VMU due to assault by nightclub security agents from January 2007 to December 2009. Data was obtained from ED & VMU medical, nursing and administrative records. Results: Our sample included 70 patients, of which 64 were referred by the CHUV ED. The victims were typically young (median age 29) males (93%). 77% of assaults occurred on the weekend between 12 PM and 4 AM, and 73% of the victims were under the influence of alcohol. 83% of the patients were punched, kicked and/or head-butted; 9% had been struck with a blunt instrument. 80% of the injuries were in the head and neck area and 19% of the victims sustained fractures. 21% of the victims were prescribed medical leave. Total ED & VMU costs averaged 1048 SFr. Conclusion: Medical staff treating this population of assault victims must be aware of the assault mechanisms and injury patterns, in particular the high probability of fractures, in order to provide adequate diagnosis and care. Associated inebriation mandates liberal use of radiology, as delayed or missed diagnosis may have medical, medicolegal and legal implications. Emergency medical services play an important role in detecting and reporting of such incidents. Centralised management of the forensic documentation facilitates referral to victim support organisations and epidemiological data collection. Magnitudes and trends of the different types of violence can be determined, and this information can be then impact public safety management policies.

Stratégies de communication au service de la formation: quelques outils pratiques [Effective communication strategies to frame the trainer-trainee dialogue in the clinical setting].

Communication between trainer and trainee plays a central role in teaching and learning in the clinical environment. There are various strategies to frame the dialogue between trainee and trainer. These strategies allow trainers to be more effective in their supervision, which is important in our busy clinical environment. Communication strategies are well adapted to both in- and out-patient settings, to both under- and postgraduate contexts. This article presents three strategies that we think are particularly useful. They are meant to give feedback, to ask questions and to present a case.

Complete internal audit of a mammography service in a reference institution for breast imaging

Objective Undertaking of a complete audit of the service of mammography, as recommended by BI-RADS®, in a private reference institution for breast cancer diagnosis in the city of São Paulo, SP, Brazil, and comparison of results with those recommended by the literature. Materials and Methods Retrospective, analytical and cross-sectional study including 8,000 patients submitted to mammography in the period between April 2010 and March 2011, whose results were subjected to an internal audit. The patients were followed-up until December 2012. Results The radiological classification of 7,249 screening mammograms, according to BI-RADS, was the following: category 0 (1.43%), 1 (7.82%), 2 (80.76%), 3 (8.35%), 4 (1.46%), 5 (0.15%) and 6 (0.03%). The breast cancer detection ratio was 4.8 cases per 1,000 mammograms. Ductal carcinoma in situ was found in 22.8% of cases. Positive predictive values for categories 3, 4 and 5 were 1.3%, 41.3% and 100%, respectively. In the present study, the sensitivity of the method was 97.1% and specificity, 97.4%. Conclusion The complete internal audit of a service of mammography is essential to evaluate the quality of such service, which reflects on an early breast cancer detection and reduction of mortality rates.

La démarche "Projets de service" aux Hospices cantonaux vaudois

Dans la première partie de ce mémoire, après un bref rappel du contexte institutionnel et des modes de décisions dans l'organisation hospitalière, nous traiterons des nouvelles règles du jeu sanitaire vaudois et nous nous intéresserons en particulier au premier Contrat de Prestations, passé entre les Hospices Cantonaux et l'Etat de Vaud [en 1997]. C'est à la déclinaison de ce nouveau dispositif à l'intérieur de l'organisation des Hospices que nous consacrerons la deuxième partie, en nous focalisant sur la démarche "projets de service" et sur son impact au niveau de la vie des services. Enfin, nous examinerons les résultats de la démarche "projets de service" une année après son introduction, en tenant de dresser un premier bilan à partir de nos propres constats. Nous avons volontairement restreint notre analyse aux services cliniques, et plus particulièrement à celles du Centres Hospitalier Universitaire Vaudois (CHUV). [Auteur]

Définition d'un tableau de bord pour le Service de la santé publique du canton de Neuchâtel

[...] L'Etat se doit d'imposer aux institutions des objectifs de qualité corollairement aux objectifs financiers. La préparation et la négociation des contrats de prestations ainsi que du cadre budgétaire et le contrôle du respect des éléments y relatifs devient une tâche primordiale de l'Etat. C'est par ce biais qu'il garde un certain contrôle sur les objectifs des institutions. Dès lors, pour ne pas recréer les conditions-cadres que l'on veut justement changer, à savoir le manque d'incitation à la bonne gestion, l'État doit se doter d'instruments de surveillance capables de mettre en évidence suffisamment tôt une éventuelle dérive financière, de manière à permettre la prise de mesures adéquates. Il doit également surveiller l'activité des institutions et en mesurer les effets au sein de la population (qualité des soins, accessibilité, etc.). Cette surveillance nécessite la collecte de données épidémiologiques et elle s'exerce grâce à la création de tableaux de bord composés d'indicateurs pertinents. [...] [Auteur, p. 20]