Servitization

Servitization is a transformation process in which a manufacturer changes from selling products to selling integrated packages of products and services that are tailored to the specific needs of customers. This concept is particularly important in the context of the service economy, as services play an increasing role in providing value to customers. That is, manufacturers can be more competitive and sustainable by adding a service component to their products, while customers can have their satisfaction levels increased. This entry reviews the concept of servitization, examines its benefits, discusses its implementation challenges, and ends with a presentation of two classic application examples.

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Den växande dagligvaruhandeln på internet : En fallstudie om MatHem i Sverige AB

Bakgrund Dagligvaruhandel på internet växer och efterfrågas från fler kunder än någonsin tidigare. De större aktörerna märker att efterfrågan finns och inser att de behöver utöka sina försäljningskanaler, samtidigt som de mindre företagen som varit med och bidragit till denna efterfrågan behöver arbeta för att hålla sina kunder lojala och inte förlora marknadsandelar när marknadssituationen förändras av de stora aktörerna. Den förändrade konkurrenssituationen innebär att företag behöver lägga större fokus på kunden genom strategi och framförallt uppbyggnaden av lojalitet. Syfte Syftet är att få en ökad kunskap om hur ett företag som var tidigt ute på en marknad håller sina kunder lojala i samband med att konkurrenssituationen förändras. Metod För att besvara syftet har en kvalitativ fallstudie om företaget MatHem gjorts, för att slutligen kunna dra en generaliserad slutsats. Där insamling av primärdata och sekundärdata har analyserats för att slutligen nå en slutsats. Slutsats Det undersökta företaget håller sina kunder lojala genom att ha en hög generell kvalitet. Vilket betyder att de har hög kvalitet på produkterna, väl fungerande kundservice, överträffar kundens förväntningar och ett brett sortiment. När konkurrenssituationen förändras har företaget inga speciella strategier för att hålla sina kunder lojala, eftersom att företaget inte ser de andra aktörerna som konkurrenter. Företaget är den dyraste aktören på marknaden, men differentierar sig med ekologiska produkter för att erhålla lojala kunder.

Avaliação da qualidade do serviço e da satisfação dos clientes da EDP D com o fornecimento de energia elétrica

Relatório apresentado à Universidade Fernando Pessoa como parte dos requisitos para obtenção do título de pós-doutorado Ciências Empresariais, ramo de Marketing

Qualitative and Quantitative Real Time Myocardial Contrast Echocardiography for Detecting Hibernating Myocardium

Background: Real time myocardial contrast echocardiography (RTMCE) is an emerging imaging modality for assessing myocardial perfusion that allows for noninvasive quantification of regional myocardial blood flow (MBF). Aim: We sought to assess the value of qualitative analysis of myocardial perfusion and quantitative assessment of myocardial blood flow (MBF) by RTMCE for predicting regional function recovery in patients with ischemic heart disease who underwent coronary artery bypass grafting (CABG). Methods: Twenty-four patients with coronary disease and left ventricular systolic dysfunction (ejection fraction < 45%) underwent RTMCE before and 3 months after CABG. RTMCE was performed using continuous intravenous infusion of commercially available contrast agent with low mechanical index power modulation imaging. Viability was defined by qualitative assessment of myocardial perfusion as homogenous opacification at rest in >= 2 segments of anterior or >= 1 segment of posterior territory. Viability by quantitative assessment of MBF was determined by receiver-operating characteristics curve analysis. Results: Regional function recovery was observed in 74% of territories considered viable by qualitative analysis of myocardial perfusion and 40% of nonviable (P = 0.03). Sensitivity, specificity, positive and negative predictive values of qualitative RTMCE for detecting regional function recovery were 74%, 60%, 77%, and 56%, respectively. Cutoff value of MBF for predicting regional function recovery was 1.76 (AUC = 0.77; 95% CI = 0.62-0.92). MBF obtained by RTMCE had sensitivity of 91%, specificity of 50%, positive predictive value of 75%, and negative predictive value of 78%. Conclusion: Qualitative and quantitative RTMCE provide good accuracy for predicting regional function recovery after CABG. Determination of MBF increases the sensitivity for detecting hibernating myocardium. (Echocardiography 2011;28:342-349).

Sustainable Development – the Key to Competitiveness CSR as an added value to Alstom’s corporate performance

Corporate social responsibility or CSR is today a widely recognized concept which is receiving in- creasing popularity extremely rapidly, especially in the business world. The pressure on companies to carry out their business practices in ethical manners, which promote the wellbeing of the environment and society, is coming from all directions and all stakeholders. Alstom, a French multinational conglomerate operating in the rail transport and energy industry, is no exception to this norm. This company, which will be used as the case example in this thesis, is being brought to bay in terms of engaging in CSR practices and practicing business with high ethics. It is surely not a negatively conceived phenomenon that CSR is being put on a pedestal – quite the opposite. Instead of corporations practicing CSR only to meet their stakeholder requirements through practicing window dressing, many corporations actually strive to benefit from the practice of corporate social business. In addition to bringing benefit to externals a corporation such as Alstom itself can benefit from being involved in CSR. The purpose of this thesis is to evaluate the current strategic values and the future perspectives of CSR at Alstom and moreover the added value which the practice of CSR could bring Alstom as a business. A set of perspectives from a futures studies viewpoint is looked at, with critical examination of the company’s current corporate practices as well as the CSR related studies and theories written for corporations. Through this, some solutions and practices will be suggested to Alstom in order for it to fully utilize the potential of corporate social business and the value it can bring in the most probable futures that the company is expected to face. By utilizing the Soft Systems Methodology (SSM), a method mainly used in organizations to solve problematic issues in management and policy contexts, a process is developed to see what improvements could be of help in improving Alstom and its way towards involving CSR in its business practices even more than it currently does. Alstom is already deeply involved in the practicing of CSR and its vision has a strong emphasis on this popular concept of today. In order to stay in the game and to use CSR as a competitive advantage to the company, Alstom ought to embed corporate social practices even deeper in its organizational culture by using them as a tool to reduce risk and costs, increasing employee commitment and customer loyalty and to attract socially responsible investors, just to name a few. CSR as a concept is seen to have great potential in the future, an opportunity Alstom will not miss.

Keskeiset suorituskyvyn mittarit asiantuntijaorganisaation strategialähtöisessä tulosyksikköohjauksessa

The subject of the study is a performance measurement system design of a profit center guided expert organization. Successful performance measurement system allows management to focus on the most important issues and guide the opera-tion of activities towards the objectives. The aim of this study is to examine the profit center organization´s performance measurement, what are the challenges associated with the scorecard, which issues the planning process should take into account, in the case of an expert organization. The study was conducted as a qualitative case study, for a one case study organ-ization. The study was made by interviewing personnel from top management to experts in the case organization. Balanced Scorecard as well as ready-made in-strument implementation models, that are presented in the theoretical part of the study, are being used as the design of the indicators. The target company's performance has been measured so far mainly on financial measures and there have also occasionally been measured employee satisfaction and customer satisfaction. The design of the indicators focused on non-economic, and mainly in the organization´s internal performance measurement. Learning and growth, client and processes were elected as the specific perspectives. The or-ganization's vision and strategy were the basis of the perspectives and the suc-cess factors. The thesis ends on selected indicator proposals derived from the success factors and on proposal for further actions for the case organization. Goal-setting, communication and staff commitment rose as matters should be taken into account in the design process. The results of the empirical study are consistent with the theory.

Factores clave de éxito asociados con la introducción de innovaciones en el sector cosméticos y artículos de aseo: estudio de caso

En este trabajo se realizó un análisis comparativo donde se evaluaron los factores clave de éxito asociados con la introducción de innovación para dos empresas del sector de cosméticos y artículos de aseo. El objetivo del caso de estudio fue encontrar los aspectos en común que permiten la implementación o el mejor desempeño de las innovaciones, con la intención de que se constituya como una base para las PYMES presentes en Bogotá. Del análisis, se encontró que utilizando buenas prácticas estas empresas tienen buenos resultados frente a las actividades de innovación, ya sea facilitando el proceso de implementación o fomentando una cultura de constante innovación.

A study of corporate social responsibility disclosure practices in Saudi Arabia

This paper analyses changes in corporate social responsibility (CSR) reporting practices among Saudi listed companies in the past three years. Using content analysis methodology of annual reports, a sample of 174 annual reports representing 58 Saudi listed companies from different sectors were analysed to investigate the extent of the level of CSR disclosure in the years 2010 to 2012. Our paper focuses on trends of CSR information in the four categories: Environment; Employee; Community and Customer. In developing countries, the CSR disclosure studies are limited and in the case of Saudi Arabia. Overall a significant increase in CSR reporting was observed over that period despite the fact that private-sector companies are still in the early stages of awareness as far as integrating CSR activities into their corporate policies and strategies is concerned.

Implantation of the continuous flow HeartWare(R) left ventricular assist device

Recent outstanding clinical advances with new mechanical circulatory systems have led to additional strategies in the treatment of end-stage heart failure. Heart transplantation can be postponed and for certain patients even replaced by smaller implantable left ventricular assist devices (LVADs). Mechanical support of the failing left ventricle enables appropriate haemodynamic stabilization and recovery of secondary organ failure, often seen in these severely ill patients. These new devices may be of great help to bridge patients until a suitable cardiac allograft is available but are also discussed as definitive treatment for patients who do not qualify for transplantation. Main indications for LVAD implantation are bridge to recovery, bridge to transplantation or destination therapy. An LVAD may be an important tool for patients with an expected prolonged period on the waiting list, for instance those with blood group O or B, with high or low body weight and those with potentially reversible secondary organ failure and pulmonary artery hypertension. However, LVAD implantation means an additional heart operation with inherent perioperative risks and complications during the waiting period. Finally, cardiac transplantation in patients with prior implantation of an LVAD represents a surgical challenge. The care of patients after the implantation of miniaturized LVADs, such as the HeartWare® system, seems to be easier than following pulsatile devices. The explantation of such devices at the time of transplantation is technically more comfortable than after HeartMate II implantation.

Early Adaptation of Small Intestine After Massive Small Bowel Resection in Rats

Background: It is important that the residual bowel adapts after massive resection. The necessary intestinal adaptation is a progressive recovery from intestinal failure through increase in absorptive surface area and functional capacity and includes both morphological and functional adaptations. Objectives: The aim of this study was to investigate intestinal morphological and functional adaptations of small bowel syndrome (SBS) model rats (SBS1W) 7 days after bowel resection. Materials and Methods: Male sprague–dawley rats (n = 20/group) underwent either a 75% proximal small bowel resection (SBS1W group) or a control operation (control group). Markers of morphological adaptation were revealed by TEM analysis of H&E-stained tissue samples. The intestinal barrier condition was assessed by BT, and sIgA concentration in intestinal mucus was measured by ELISA. Contractility and the slow wave rhythm of the entire intestinal remnant were measured and recorded. Results: The SBS1W group experienced more weight loss than control group and had a clearly different intestinal morphology as revealed in TEM images. Compared with control rats, the SBS1W group had a lower sIgA concentration in intestinal mucus and higher BT to lymph nodes (70% vs 40%; level I), portal blood (40% vs 10%; level II), and peripheral blood (60% vs 30%; level III). Disorder of spontaneous rhythmic contraction, irregular amplitude, and slow frequency were detected in the SBS1W group by a muscle strips test. Similarly, the slow wave of the entire intestinal remnant in the SBS1W group was irregular and uncoordinated. Conclusions: The finding of intestinal adaptation following massive SBR in SBS1W rats provides more understanding of the mechanisms of progressive recovery from the intestinal failure that underlies SBS. The mechanical, chemical, immunological, and biological barriers were all impaired at 7 days following bowel resection, indicating that the SBS model rats were still in the intestinal adaptation phase.

Aligning employee service recovery performance with brand values:the role of brand-specific leadership

This study investigates the effects of brand-specific leadership on employees' brand-aligned service recovery performance (SRP). In order to do so, we empirically test a conceptual model of relationships between brand-specific transformational leadership (TFL) and transactional leadership (TRL), trust in leader and in corporate brand, brand identification, and SRP from employees' perspectives. It is the first study to incorporate trust in corporate brand into the framework. Results from a study of 246 customer-contact employees show that brand-specific TFL has a positive impact on all variables studied, while brand-specific TRL is ineffective in fostering brand-building behaviours. More specifically, brand-specific TFL's effects on employee SRP are mediated by trust in the leader, trust in the corporate brand, and brand identification. Implications and future research directions are discussed. © 2013 Copyright Taylor & Francis.