Customer consciousness in the production process of a steel factory

The purpose of this thesis is to examine the level of customer consciousness of the production process employees in a steel factory and to investigate the methods of internal marketing in order to propose development practices to enhance the customer consciousness of the case company employees. The significance of the level of customer consciousness is discussed and practices already implemented affecting the level of customer consciousness in the company are examined. The literature review gives an insight to the role of customer consciousness in the CRM philosophy of a manufacturing company and examines the means of internal marketing in enhancing customer consciousness. In the empirical part of the study, the level and significance of customer consciousness is determined by conducting individual and focus group interviews. The interviews are also used to examine the practices that could function in enhancing the customer consciousness of the employees. Development suggestions to improve the level of customer consciousness in the production process are given based on the results. The level of customer consciousness is at a poor level in the production process and influences above all on work motivation and job satisfaction, but possibly on customer satisfaction as well. The enhancement of customer consciousness in the production process should be done e.g. by ensuring the distribution of right knowledge coherently to all of the employees, gathering large customer reference database to exploit in work and in training, using visual illustration in presenting the customer information, training proactively and letting the employees to participate in the customer oriented development activities. Customer satisfaction focused reward system can be considered.

Preferred Offer as a Method in Competitive Bidding

The objective of this master’s thesis was to find means and measures by which an industrial manufacturing company could find cost-competitive solutions in a price-driven market situation. Initially, it was essential to find individual high customer value spots from the offering. The study addressed this in an innovative way by providing the desired information for the entire range of offering. The research was carried out using the constructivist approach method. Firstly, the project and solution marketing literature was reviewed in order to establish an overview of the processes and strategies involved. This information was then used in conjunction with the company’s specific offering data to conduct a construction. This construction can be used in various functions within the target company to streamline and optimize the specifications into so-called “preferred offers”. The study also presents channels and methods with which to exploit the construction in practice in the target company. The study aimed to bring concrete improvements in competitiveness and profitability. One result of this study was the creation of a training material for internal use. This material is now used in several countries to inform and present to the staff the cost-competitive aspects of the target company’s offering.

5S-ohjelman soveltaminen leikkuupuimurien valmistuksessa

Tässä työssä on tutkittu lean-tuotantoon kuuluvan 5S-ohjelman käyttöönottoa leikkuupuimureita valmistavassa yrityksessä. Ohjelman tarkoituksena on parantaa työn tuottavuutta kehittämällä työpisteiden toimivuutta. Lyhenne 5S tulee ohjelman viidestä vaiheesta, jotka ovat: erottele, järjestä, siivoa, standardoi ja ylläpidä. 5S-ohjelma on yksi tärkeimmistä tuottavuuden parantamiseen liittyvistä lean-työkaluista. Tutkimuksessa 5S-ohjelman käyttöönottoa on testattu pilottityöpisteessä josta saaduilla kokemuksilla tiedetään, mitä koko tehtaan laajuisen 5S-ohjelman käyttöönotossa tulee huomioida. Lisäksi 5S- ja lean-periaatteita on testattu täysin uuden työpisteen suunnittelussa. Tutkimuksen perusteella on luotu ohjeistus 5S-ohjelman käyttöönotolle Sampo-Rosenlewin leikkuupuimuritehtaassa.

Electrical Machine Product Development; Transmission to Lean Approach

The requirements set by the market for electrical machines become increasingly demanding requiring more sophisticated technological solutions. Companies producing electrical ma-chines are challenged to develop machines that provide competitive edge for the customer for example through increased efficiency, reliability or some customer specific special requirement. The objective of this thesis is to derive a proposal for the first steps to transform the electrical machine product development process of a manufacturing company towards lean product development. The current product development process in the company is presented together with the processes of four other companies interviewed for the thesis. On the basis of current processes of the electrical machine industry and the related literature, a generalized electrical machine product development process is derived. The management isms and –tools utilized by the companies are analyzed. Adoption of lean Pull-Event –reviews, Oobeya –management and Knowledge based product development are suggested as the initial steps of implementing lean product development paradigm in the manufacturing company. Proposals for refining the cur-rent product development process and increasing the stakeholder involvement in the development projects are made. Lean product development is finding its way to Finnish electrical machine industry, but the results will be available only after the methods have been implemented and adopted by the companies. There is some enthusiasm about the benefits of lean approach and if executed successfully it will provide competitive edge for the Finnish electrical machine industry.

Asiakasarvon selvittäminen ja palvelukonseptin kehittäminen muovialan pk-yrityksessä

Kahden yrityksen väliset transaktiot perustuvat pohjimmiltaan asiakkaan kokemaan arvoon, eli siihen, mitä hyötyjä asiakas kokee saavansa suhteessa niihin kustannuksiin, jotka se joutuu uhraamaan ne saavuttaakseen. Tämän arvon tulee parantaa asiakkaan asemaa suhteessa sen omaan kilpailutilanteeseen ja asiakkaisiin. Arvo voi muodostua tarjooman hinnoittelusta, mutta muita asiakasarvon ulottuvuuksia voivat olla muun muassa laatutekijät sekä asiakassuhteen ja toimittajan imagon vaikutukset. Tämän tutkimuksen tavoitteena on selvittää, mitkä ulottuvuuden muodostavat asiakkaan kokeman arvon case-yrityksen toimialalla sen urakoitsija- ja jälleenmyyjäasiakkailleen segmenteissä. Lisäksi analysoidaan, kuinka tuotantoon keskittyneen yrityksen tulisi kehittää palvelukonseptiaan luodakseen lisäarvoa kyseisille segmenteille ja saavuttaakseen siten kilpailuetua markkinoilla. Tutkimus on tapaustutkimus, jonka tärkeimpänä aineistonkeruumenetelmänä toimivat 17 nykyisten, entisten ja potentiaalisten asiakkaiden teemahaastattelua. Tulokset osoittavat, että toimiala on haastava lisäpalveluiden kannalta, koska ne eivät ole sille tyypillisiä. Asiakkaiden näyttää olevan erityisen vaikea tunnistaa palveluita, joista ne olisivat valmiita maksamaan. Tämä johtaa tilanteeseen, jossa asiakasuskollisuus ei ole erityisen korkea, vaan etenkin jälleenmyyjäasiakkaat ostavat tuotteet pääosin hintaan perustuen. Selkeän lisäarvopalvelukonseptin luominen voikin parantaa asiakasuskollisuutta ja sitä kautta asiakkaan elinkaaren arvoa, mikä voi rikkoa markkinoiden perinteisiä toimintamalleja case-yrityksen eduksi.

Tarjous-, tilaus- ja toimitusprosessin kehittäminen teollisessa yrityksessä – case Isku

Tämä diplomityö käsittelee Isku Interior Oy:n tarjous-, tilaus- ja toimitusprosessin parantamista. Yrityksessä on käynnissä tehdasinvestointihanke, jonka yhteydessä myös tietojärjestelmiä uusitaan. Investoinnin yhteydessä myös nykyisten käytäntöjen parantamista tulee pohtia. Diplomityön tavoitteena on tutkia, miten tarjous-, tilaus- ja toimitusprosessia yrityksessä voidaan parantaa, jotta siihen käytettävä kokonaisaika vähenisi. Kokonaisprosessin nykytilaan perehdytään työssä kolmen analysoidun myyntiprojektin avulla. Työn keskeisimmät tulokset liittyvät tietojärjestelmien välisen tiedonkulun parantamiseen sekä tarjous-, tilaus- ja toimitusprosessin käytäntöjen parantamiseen. Tulevaisuudessa tarjous-, tilaus- ja toimitusprosessia tulisi johtaa projektina, jonka vaiheet ja vastuut on eritelty projektin vaihejakomallin mukaisesti.

Suorituskyvyn mittaaminen valmistavan yrityksen logistiikkatoiminnoissa

Yrityksen hakiessa kasvua vientimarkkinoilta sen logistiikka nousee entistä tärkeämpään rooliin. Jotta tuotteet ovat kilpailukykyisiä kansainvälisillä markkinoilla, tulee tuotteen hinta – laatu – suhde olla kohdallaan, jolloin logistiikan kustannusten pienentäminen ja laadukas toimitusketju ovat varsin keskeisiä tavoitteita. Toimitusketjun eri vaiheiden laatu korostuu, kun kyseessä on räätälöity tuote, jota ei voida korvata varastossa olevalla tuotteella. Näiden tavoitteiden saavuttaminen edellyttää logistiikkaprosessien suorituskyvyn mittaamista ja kehittämistä. Suorituskyvyn mittaamisen avulla voidaan viestiä logistiikalle asetetut tavoitteet ja seurata tavoitteiden toteutumista Tämän työn tavoitteena oli selvittää, miten suorituskykyä voidaan mitata valmistavan yrityksen logistiikkatoiminnoissa. Tarkasteltavana olivat logistiikan prosessit tilauksen vahvistamisesta valmiin tuotteen toimittamiseen asiakkaalle. Työn alussa käytiin läpi suorituskyvyn mittaamista yleisellä tasolla sekä logistiikan mittaamista ja mittareita. Tämän jälkeen aloitettiin mittausjärjestelmän suunnittelu kohdeyrityksen logistiikkaosastolle, sen vision ja strategian pohjalta. Työn tuloksena kohdeyrityksen logistiikkaosastolle kehitettiin suorituskykymittaristo mittareineen. Mittareita eri logistiikkatoimintojen mittaamiseen on varsin runsaasti, ja kaikkia niitä ei ole järkevä liittää osaksi mittaristoa, mutta tilanteiden muuttuessa niitä voidaan vaihtaa tai lisätä tarpeen mukaan.

Developing cost of poor quality calculations with emphasis on business impact

The main aim of this research was to develop cost of poor quality calculation model which will better reflect business impacts of lost productivity caused by IT incidents for the case company. This objective was pursued by reviewing literature and conducting a study in a Finnish multinational manufacturing company. Broad analysis of the scientific literature allowed to identify main theories and models of Cost of Poor Quality and provided better base for development of measurements of business impacts of lost productivity. Empirical data was gathered with semi-structured interviews and internet based survey. In total, twelve interviews with experts and 39 survey results from business stakeholders were gathered. Main results of empirical study helped to develop the measurement model of cost of poor quality and it was tied to incident priority matrix. Nevertheless, the model was created based on available data. Main conclusions of the thesis were that cost of poor quality measurements could be even further improved if additional data points could be used. New model takes into consideration different cost regions and utilizes on this notion.

Barnes Wines: Canada’s Oldest Winery flyer. n.d.

In 1873 George Barnes, Andrew Skinner, James Skinner, John Young Reid, Charles Robert Murray, George Magan, Thomas Barnes and Robert Duncan applied for, and received a charter for a commercial winery which would be called The Ontario Grape Growing and Wine Manufacturing Company Limited. It opened in 1894 and became known as Barnes Wines Limited. In 1973 the company completed a merger with Reckitt and Coleman (Canada) Limited. The winery operated until 1988 and was located on the banks of the old Welland Canal in St. Catharines, Ontario. The company produced a complete line of table wines, dessert wines, sherries, ports, and both crackling and sparkling wines. Barnes Wines called itself “Canada’s oldest winery” at the time of the printing of this flyer.

Barnes Wines Fonds

4 Minute Books dated: 1880, 1892, 1901, 1934, 1948-1950, 1952-1953, 1955, 1958, 1962 – 1975, 1981, 1984, 1986; 3 Common stock books dated: 1934-1935, 1937-1941, 1946, 1948-1950, 1955-1956, 1958, 1961-1974, 1981 and 2 Class A stock books dated:1948 - 1951

Johns-Manville (Canada) records, 1949-1977 (non-inclusive).

The Johns-Manville Company was founded in 1901with the merging of the H.W. Johns Manufacturing Company and the Manville Covering Company. Both companies made building materials using asbestos. The new company was based in New York, New York, and made products such as insulation and roofing materials, automotive sheet packing for cylinders, asbestos/cement, acoustical and magnesia products. Significant restructuring has occurred over the years as the company shifted from production of asbestos products to other types of building materials, such as fibre glass and forest products. Since 2001, the Johns-Manville Company has been owned by Berkshire Hathaway. The company began operations in Canada in 1918 in Asbestos, Quebec, where the Jeffrey Asbestos Mine was located. A Canadian plant opened in Port Union, Scarborough Township, in 1956, and another in North Bay, Ontario, in 1957. Both of these plants have since closed. The company currently has two plants in Canada, in Innisfail, Alberta, and Cornwall, Ontario.

By-Laws No. 1 through 11

The by-laws are signed by George Barnes and include the first two which state the name of the company is the Ontario Grape Growing and Wine Manufacturing Company and the second by-law states that the place of business is at Barnesdale, St. Catharines, Ontario.

Meeting 1 July 1881

The meeting notes include an audit for "year ending June 30th, 1880, thence to May, 25th, 1881". There is also an "auditor's report" by Richard Tew and P. Corridi which states: "To the President and shareholders of the Ontario Grape Growing and Wine Manufacturing Company, Barnsdale, Ont. Gentlemen, We the undersigned have much pleasure in informing you that we have completed our audit of the Company's Books for the year ending June 30th, 1880, thence to May 24th, 1881, and can testify to their correctness. In future we would recommend that the Books be made up to May 24th in each year, five weeks previous to the Annual meeting being held, and that the Day Book kept by the manager be submitted to the Secretary monthly, together with all vouchers, so that the transactions can be duly recorded in the Company's Books. We beg to congratulate the shareholders on the satisfactory exhibit of the Company's affairs, as shown by the annexed Balance Sheet. We are Gentlemen, yours respectfully." This is the first audit included in the book.

By-Law No. 21

A by-law that reads in part, "Be it therefore enacted by the Ontario Grape Growing & Wines Manufacturing Company Limited, that the said George Plunkett Magann is hereby directed and required to convey premises, namely all and singular that certain parcel or track of land situate lying and being in the Township of Grantham and Louth in the County of Lincoln, containing by the same more or less being composed of parts of lots numbered twenty-one and twenty-three in the third and fourth follows, that is to say etc. etc. Adopted and passed this second day of September A.D. 1901."

By-Law No. 56

The by-law reads: "Be it enacted as a By-Law of the Ontario Grape Growing & Wine Manufacturing Company Limited that the Directors be and they are hereby authorized to make application to the lieutenant-Governor of the Province of Ontario, for issuance of Supplementary letters Patent providing for, 1) Changing the name of the said Company to Barnes Wines, Limited. 2) The Management of the affairs of the Company by a Board of 7 Directors. 3) Re-dividing the Capitol Stock of the Company from 60 shares of par value of $500.00 each, to 6000 shares of par value of $5.00 each. Passed this 5th day of February A.D. 1934."