Service Concept Development - An Appoach for Professional Service Firm

Specific demand for service concept creation has come about from industrial organizations’ desire to find new and innovative ways to differentiate their offering by increasing the level of customer services. Providers of professional services have also demanded new concepts and approaches for their businesses as these industries have become increasingly competitive. Firms are now seeking better ways to understand and segment their customers, to ensure the delivery of quality services and strengthen their position in aggressively competitive markets. This thesis is intended to provide management consulting companies with a new work method that enables service concept creation in a business-to-business environment. The model defines the service concept as a combination of delivered value and the target customers; the third-dimension operating model is brought to the new system in testing of the service concept creation guidelines in the target organization. For testing, service concepts for a management consulting company are created. Service concepts are designed to serve as a solid foundation for further service improvements. Recommendations and proposals for further action related to service development in the target organization are presented, and recommendations to further improve the model created are given.

Varaosaliiketoiminnan analysointi ja kehittäminen teknologiayrityksessä

Palveluliiketoiminnan merkitys teollisten yritysten kasvusta ja kannattavuudesta kasvaa voimakkaasti. Palveluliiketoiminnan voidaan katsoa olevan asiakaslähtöisyyden perusta. Diplomityön toimeksiantajan yksi palveluliiketoiminnan muoto on varaosaliiketoiminta. Varaosaliiketoiminta muodostaa yrityksen palvelutarjonnasta merkittävän osan, mutta sen asema yrityksessä on ollut epäselvä, eikä yhtenäistä johtamistapaa ole ollut. Tästä syystä nähtiin olennaiseksi analysoida liiketoiminnan nykytilaa ja kehittää varaosaliiketoiminnalle uusi liiketoimintamalli. Nykytilan analysointiin käytettiin syksyllä 2007 käyttöönotettua liiketoimintatiedon hallinnan työkalua. Varsinainen tutkimusosa toteutettiin haastattelututkimuksella, jossa haastateltiin 15 henkilöä joiden toimenkuva liittyi varaosaliiketoimintaan. Haastattelujen tarkoituksena oli selvittää varaosaliiketoiminnan nykytilaa, löytää kehitysehdotuksia ja määritellä varaosaliiketoiminnan kriittiset menestystekijät. Liiketoiminnan analysointiin käytettiin teorioita palvelu- ja varaosaliiketoiminnasta sekä varaosista. Tutkimusmenetelmät perustuivat toimialarakenne-, strategia- ja kilpailija-analyyseihin. Työn tuloksista voidaan todeta, että varaosaliiketoiminnalla tulisi olla oma strategia ja kyseisen liiketoiminnan asema tulisi määritellä selkeämmin palveluliiketoiminnassa. Työn tuloksena esitetään varaosaliiketoiminnan uusi liiketoimintamalli, joka perustuu kriittisiin menestystekijöihin. Kriittiset menestystekijät ovat hankintatoiminta, palvelu, sisäinen prosessi ja liiketoiminnan kehittäminen. Kyseisille tekijöille esitetään kehitysehdotuksia sekä toimenpidesuositukset, joilla uusi liiketoimintamalli on mahdollista implementoida käytäntöön.

Designing a new type of support for rotary kilns

Lime kiln is used as a part of the modern kraft pulp process in order to produce burnt lime from lime mud. This rotating kiln is supported by support rollers, which are traditionally supported by journal bearings. Since the continuous growth in the production of pulp mills requires larger lime kilns, the traditional bearing construction has become unreliable. The main problem especially involves the running-in phase of the bearings. In the present thesis, a new type of support roller was developed by using the systematic approach of machine design. Structural analysis was conducted on the critical parts of the selected structure by the finite element method. The operation of hydrodynamic bearings was examined by analytical methods. As a result of this work, a new type of support for rotating kilns was designed, which is more reliable and easier to service. A new support roller geometry is described, which pro¬vides for significant cost savings.

Are open mandibular fractures still an emergency?

INTRODUCTION: Early surgical management is often advocated for fractures of the tooth-bearing portion of the mandible. A 6-hour delay has been mentioned for the fixation of these fractures. Our aim was to bring this paradigm into question. METHODS: All patients referred to our department from September 2012 to May 2014 for fractures of the tooth-bearing portion of the mandible were retrospectively included. For each patient, age, gender, aetiology of the fracture, and characteristics of the fractures were recorded. Tobacco and/or alcohol addictions, diabetes and mandibular dental condition were taken into account. We also noticed the preoperative delay and the occurrence of complications such as: haematoma, infection, wound dehiscence, osteosynthesis failure and pseudarthrosis. RESULTS: Among the 47 patients referred, 36 were treated with a delay of more than 6hours (76.6%). In 88.8% of the cases, the reason for this delay was unavoidable. The mean delay time from trauma to surgery was 52hours (range: 7-312). Forty-nine percent of the patients had comorbidities. Complications occurred in 6 patients leading to an overall complication rate of 16.67%. A statistically significant higher complication rate was observed among smokers (P=0.006). No statistical relationship was found between the delay and the occurrence of complications (P=0.994). This study suggests that fractures of the tooth-bearing portion of the mandible should no longer be considered as an emergency that must be treated within a 6-hour delay.

Care related pain in rehabilitation after orthopedic trauma: An exploratory study with qualitative data.

OBJECTIVE: Care related pain (CRP) is generally under-estimated and rarely studied in rehabilitation as well as in general medecine. Beliefs about pain influence psychological distress, adjustment to pain and physical disability. In this sense, perceptions of CRP could limit recovery. This exploratory study aims to understand patients' and caregivers' subjective perceptions and beliefs about CRP. PATIENTS AND METHODS: Questionnaires about CRP were submitted to members of the interdisciplinary team of a rehabilitation hospital and to patients with musculoskeletal complaints (cross-sectional design). Twenty patients were also individually interviewed (qualitative data). Four topics were addressed: frequency of CRP, situations and procedures causing CRP, beliefs about CRP and means used to deal with CRP. RESULTS: Seventy-five caregivers and 50 patients replied to the questionnaire. CRP is a very common experience in rehabilitation and it is recognized by both groups. Generally, the situations causing CRP reflect the specificity of rehabilitation (mobilization...) and are similarly perceived by patients and caregivers, with patients considering them as more painful. Beliefs about CRP are clearly different from those usually associated with pain. Both groups point out the utilitarian and the inevitable character of CRP. They differ on that, that patients had a more positive view about CRP. They associate it more often with progress and see it as acceptable at least until a certain limit. They are also able to perceive the richness of means used by physiotherapists to help them coping with CRP. CONCLUSION: Our data may suggest new keys to motivate patient to be active in rehabilitation for example in choosing carefully arguments or words which may fit theirs' beliefs about CRP, or in using various means to manage CRP. Promoting the use of relational competences with chronic pain patients and of a patient-centred approach may also be a concern in training caregivers.

Workgroup climates and employees' counterproductive work behaviors: A social-cognitive perspective

This research examines employees' anticipation of social and self-sanctions as a self-regulatory mechanism linking workgroup climates and counterproductive work behaviors (CWBs) and personality as a limit to these effects. A cross-level study with 158 employees from 26 workgroups demonstrated that in groups with a high compliance climate-a climate emphasizing the importance of complying with organizational rules-employees anticipate more social and self-sanctions, leading those low in conscientiousness and low in agreeableness to engage less frequently in CWBs. In contrast, a high relational climate-a climate emphasizing the importance of positive social relations over self-interest-indirectly unbridles the CWBs of these employees by alleviating the social and self-sanctions they anticipate for CWBs. Climates did not have indirect effects for employees high in agreeableness and high in conscientiousness. These findings elucidate why workgroup climates do not affect the CWBs of all members in the same way.

Cranial computed tomography findings in patients admitted to the emergency unit of Hospital Universitário Cajuru

Objective To identify and analyze the prevalence of cranial computed tomography findings in patients admitted to the emergency unit of Hospital Universitário Cajuru. Materials and Methods Cross-sectional study analyzing 200 consecutive non contrast-enhanced cranial computed tomography reports of patients admitted to the emergency unit of Hospital Universitário Cajuru. Results Alterations were observed in 76.5% of the patients. Among them, the following findings were most frequently observed: extracranial soft tissue swelling (22%), bone fracture (16.5%), subarachnoid hemorrhage (15%), nonspecific hypodensity (14.5%), paranasal sinuses opacification (11.5%), diffuse cerebral edema (10.5%), subdural hematoma (9.5%), cerebral contusion (8.5%), hydrocephalus (8%), retractable hypodensity /gliosis/ encephalomalacia (8%). Conclusion The authors recognize that the most common findings in emergency departments reported in the literature are similar to the ones described in the present study. This information is important for professionals to recognize the main changes to be identified at cranial computed tomography, and for future planning and hospital screening aiming at achieving efficiency and improvement in services.

The knowledge about diagnostic imaging methods among primary care and medical emergency physicians

Objective To evaluate the knowledge about diagnostic imaging methods among primary care and medical emergency physicians. Materials and Methods Study developed with 119 primary care and medical emergency physicians in Montes Claros, MG, Brazil, by means of a structured questionnaire about general knowledge and indications of imaging methods in common clinical settings. A rate of correct responses corresponding to ≥ 80% was considered as satisfactory. The Poisson regression (PR) model was utilized in the data analysis. Results Among the 81 individuals who responded the questionnaire, 65% (n = 53) demonstrated to have satisfactory general knowledge and 44% (n = 36) gave correct responses regarding indications of imaging methods. Respectively, 65% (n = 53) and 51% (n = 41) of the respondents consider that radiography and computed tomography do not use ionizing radiation. The prevalence of a satisfactory general knowledge about imaging methods was associated with medical residency in the respondents' work field (PR = 4.55; IC 95%: 1.18-16.67; p-value: 0.03), while the prevalence of correct responses regarding indication of imaging methods was associated with the professional practice in primary health care (PR = 1.79; IC 95%: 1.16-2.70; p-value: 0.01). Conclusion Major deficiencies were observed as regards the knowledge about imaging methods among physicians, with better results obtained by those involved in primary health care and by residents.

Bien-être et croyance en un monde juste en ex-Yougoslavie: traces laissées par les guerres et la précarité socio-économique

RÉSUMÉ En combinant la perspective du parcours de vie à la théorie du stress et selon une approche psychosociale, cette thèse montre comment les expériences individuelles et collectives de victimisation ont marqué les parcours de vie, les croyances et le bien-être d'une cohorte de jeunes adultes ayant traversé les guerres en ex-Yougoslavie. Le premier article applique des analyses de courbes de croissance à classes latentes et dégage différentes trajectoires d'exclusion entre 1990 et 2006. L'analyse de ces trajectoires met en évidence les intersections entre vies individuelles, contexte et temps socio-historique et démontre que les expériences de guerre et les périodes d'exclusion socio-économique laissent des traces sur le bien-être à long terme. Les deuxième et troisième articles montrent que la croyance en un monde juste est ébranlée suite à des expériences de précarité socio-économique et de victimisation dues à la guerre au niveau individuel et contextuel. Un effet curvilinéaire et des interactions entre les niveaux indiquent que ces relations varient en fonction de l'intensité de la victimisation au niveau contextuel. Des effets de récence sont aussi relevés. Le quatrième article démontre que l'impact négatif de la victimisation sur le bien-être est en partie expliqué par un effritement de la croyance en un monde juste. De plus, si les individus qui croient davantage en un monde juste sont plus satisfaits de leur vie, la force de ce lien varie en fonction du niveau de victimisation dans certains contextes. Cette thèse présente un modèle multiniveaux dynamique dans lequel la croyance en un monde juste n'exerce plus le rôle de ressource personnelle stable mais s'érode face à la victimisation, entraînant ainsi un bien-être moindre. Ce travail souligne l'importance d'articuler les niveaux individuels et contextuels et de considérer la dimension temporelle pour expliquer les liens entre victimisation, croyance en un monde juste et bien-être. ABSTRACT By combining a life course perspective to stress theory and according to a psychosocial approach, this thesis shows how individual and collective victimisation experiences marked the life course, beliefs and well-being of a cohort of young adults who lived through the wars in former Yugoslavia. In the first article, latent class growth analyses were applied to identify different exclusion trajectories between 1990 and 2006. The analysis of these trajectories highlighted the intersections between individual lives, socio-historical context and time and demonstrated that experiences of war and socio-economic exclusion leave traces on well-being in the long term. The second and third articles showed that the belief in a just world was shattered due to socio-economic precariousness and war victimisation at individual and contextual levels. A curvilinear effect and cross-level interactions indicated that these relations varied according to the intensity of victimisation at the contextual level. Time effects were also noted. The fourth article showed that the negative impact of victimisation on well-being was partly explained by an erosion of the belief in a just world. Furthermore, if high believers were more satisfied with their lives, the strength of this relation varied depending on the level of victimisation in particular contexts. This thesis presents a multilevel dynamic model in which the belief in a just world no longer exercises the role of a stable personal resource but erodes in the face of victimisation, leading to a lower well-being. This work stresses the importance of articulating individual and contextual levels as well as considering the temporal dimension to explain the links between victimisation, belief in a just world and well-being.

An architecture for decentralized service deployment

Peer-reviewed

Combining Generic Programming and Service-Oriented Architectures for the Effective and Timely Development of Complex e-Learning Systems

Peer-reviewed

Productivity of Business Services - Towards A New Taxonomy

Statistics show that the expanding service sector accounts already for three quarters of GDP in the developed economies. Moreover, there is abundant evidence on high variation in productive performance across the service industries. This suggests divergent technological and institutional trajectories within the tertiary sector. While conceptual knowledge on services and their performance has accumulated substantially, the overall landscape on productivity and competitiveness is still inconclusive. As noted by number of authors the research on service productivity is still in its infancy. The purpose of this paper is to develop further the analytical framework of service productivity. The approach is based on the notion that service definitions, classifications and performance measurement are strongly interdependent. Given the ongoing restructuring of businesses activities with higher information content, it is argued that the dichotomy between manufacturing and services should not be taken too far. Industrial evolution also suggests that the official industry classifications are increasingly outdated and new taxonomies for empirical research are therefore needed. Based on the previous analyses and new insights the paper clarifies the debated concept of service productivity and identifies the critical dimensions by which the service industries cluster. It is also demonstrated that the dimensions enable to construct new service taxonomies which bear essentially on productivity opportunities at the business level. Needles to say the key determinant explaining the development and potential of productivity growth is innovation activity. As an extensive topic of research, however, service innovation is tackled here only in a cursory way. The paper is constructed as follows: the first section focuses on the conceptual issues and evolving nature of service activities. A workable definition of service should capture the diversity of service activities, as well as the aspects of service processes, comprehensively. The distinctions and similarities between services and manufacturing are discussed, too. Section 2 deals with the service productivity, a persistent and controversial issue in academic literature and policy. With the assessments of strengths and weaknesses of the main schools new insights based on value creation will be brought in. Industry classifications and taxonomies are discussed in Section 3. It begins with a short analysis of the official classifications and their evaluation from the perspective of empirical research. Using well-known examples it is shown that the taxonomies on the manufacturing industries have a clear analogy with the business services. As there is a growing interest to regroup services too, the work to date, has been less systematic and inherently qualitative. Based on the earlier contributions threedimensional service taxonomy is constructed which highlight the key dimensions of productive performance. The main findings and implications are summed up in Section 4.

A Multiagent System for Coordinating Ambulances for Emergency Medical Services

To coordinate ambulances for emergency medical services, a multiagent system uses an auction mechanism based on trust. Results of tests using real data show that this system can efficiently assign ambulances to patients, thereby reducing transportation time. Emergency transportation on specialized vehicles is needed when a person's health is in risk of irreparable damage. A patient can't benefit from sophisticated medical treatments and technologies if she or he isn't placed in a proper healthcare center with the appropriate medical team. For example, strokes are neurological emergencies involving a limited amount of time in which treatment measures are effective

Supporting older people’s independent living at home through social and health care collaboration

Tässä tutkimuksessa tarkasteltiin ikäihmisten kotona asumista sosiaali- ja terveydenhuollon yhteistyön näkökulmasta. Tutkimuksen tarkoituksena oli lisätä ymmärrystä iäkkäiden kotihoidon asiakkaiden voimavaroista arjesta selviytymisen näkökulmasta, ja tutkia miten asiakkaiden hoito sosiaali- ja terveydenhuollon yhteistyönä toteutuu. Tutkimus oli poikkileikkaustutkimus, jossa sovellettiin kuvailevaa ja vertailevaa tutkimusasetelmaa. Tutkimusaineisto kerättiin yhden länsisuomalaisen kunnan kotihoidon asiakkailta (≥65 v.) ja heitä hoitavilta ammattihenkilöiltä. Kotihoidon 21 iäkästä asiakasta kuvasivat omia voimavarojaan arjesta selviytymisen näkökulmasta sekä kokemuksiaan hoidon toteutumisesta ammattihenkilöiden yhteistyönä. Aineisto kerättiin avoimella haastattelulla ja analysoitiin sisällön analyysillä. Lisäksi 25 kotihoidon ammattihenkilöä: 13 kotipalvelun työntekijää, 11 kotisairaanhoitajaa ja lääkäri kuvasivat kokemuksiaan iäkkään asiakkaan hoidon toteutumisesta ammattihenkilöiden yhteistyönä. Aineisto kerättiin fokusryhmähaastattelulla ja analysoitiin sisällön analyysillä. Näiden tulosten sekä aikaisemman kirjallisuuden perusteella laadittiin strukturoitu kyselylomake, jolla analysoitiin ja vertailtiin asiakkaiden ja ammattihenkilöiden näkemyksiä siitä, miten asiakkaiden hoito sosiaali- ja terveydenhuollon yhteistyönä toteutui. Esitestausten jälkeen kyselylomake lähetettiin 200 kotihoidon asiakkaalle ja 570 heitä hoitavalle kotihoidon työntekijälle: 485 kotipalvelun työntekijälle, 81 kotisairaanhoitajalle ja 4 lääkärille. Kyselyyn vastasi 120 asiakasta (60 %) ja 370 ammattihenkilöä (65 %). Ryhmien välisten erojen tarkastelussa käytettiin ristiintaulukointia, Pearsonin khin neliötestiä ja Fisherin tarkan todennäköisyyden testiä. Iäkkäiden asiakkaiden kuvauksissa voimavarat muodostuivat elämänhallinnan tunteesta ja toimintatahdon säilymisestä. Asiakkaat ammensivat arkeen voimaa harrastuksista ja sosiaalisesta verkostosta, mutta ulkopuolisten asettamat elämisen ehdot, terveydentilan heikkeneminen sekä yksinäisyys asettivat ikäihmisen ja hänen voimavaransa suurten haasteiden eteen. Tulokset osoittivat, että ammattihenkilöiden toiminta oli osittain ristiriidassa ikäihmisten omien odotusten kanssa, eikä se kaikilta osin tukenut asiakkaiden omia voimavaroja. Ammattihenkilöt tekivät hoitoon liittyviä päätöksiä ja toimintoja asiakkaiden puolesta, vaikka asiakkaille itselleen oli tärkeää elämänhallinnan tunne ja toimintatahdon säilyminen. Asiakkaiden voimavarojen tukemista moniammatillisena yhteistyönä vaikeuttivat ammattihenkilöiden vaikeus tunnistaa asiakkaiden omia voimavaroja sekä niitä uhkaavia tekijöitä, tiedon kulun ongelmat, tavoitteeton ja epäyhtenäinen tapa toimia sekä ammattihenkilöiden vastakkain asettuvat näkemyserot ja toimintatavat. Asiakkaiden ja ammattihenkilöiden näkemykset toteutetusta hoidosta erosivat toisistaan tilastollisesti merkitsevästi (p<0.05). Asiakkaat arvioivat sekä itsenäiseen toimintaan tukemisen että fyysisen, psyykkisen ja sosiaalisen tuen toteutuneen työntekijöitä huonommin. Yhteistyön kehittämishaasteita kotihoidossa ovat asiakkaan oman elämänsä asiantuntijuuden vahvistaminen, toimintakulttuurin muuttaminen asiakaslähtöiseksi tavoitteelliseksi toiminnaksi, ammattihenkilöiden roolien ja vastuun selkiyttäminen sekä tiedon kulun menetelmien kehittäminen. Tutkimus vahvistaa gerontologisen hoitotieteen tietoperustaa ja tuottaa uutta tietoa, jota voidaan soveltaa sosiaali- ja terveysalan koulutuksessa ja johtamisessa

Emergency Management and Wildland-Urban Interface Fires in the United States of America

FEMA's mission is to support our citizens and first responders to ensure that as a Nation we work together to build, sustain, and improve our capability to prepare for, protect against, respond to, recover from, and mitigate all hazards.