Customer knowledge processing in maintenance business: case study

The purpose of the study is to examine and increase knowledge on customer knowledge processing in B2B context from sales perspective. Further objectives include identifying possible inhibiting and enabling factors in each phase of the process. The theoretical framework is based on customer knowledge management literature. The study is a qualitative study, in which the research method utilized is a case study. The empirical part was implemented in a case company by conducting in-depth interviews with the company’s value-selling champions located internationally. Context was maintenance business. Altogether 17 interviews were conducted. The empirical findings indicate that customer knowledge processing has not been clearly defined within the maintenance business line. Main inhibiting factors in acquiring customer knowledge are lack of time and vast amount of customer knowledge received. Enabling factors recognized are good customer relationships and sales representatives’ communication skills. Internal dissemination of knowledge is mainly inhibited by lack of time and restrictions in customer relationship management systems. Enabling factors are composition of the sales team and updated customer knowledge. Inhibiting utilization is lack of goals to utilize the customer knowledge and a low quality of the knowledge. Moreover, customer knowledge is not systematically updated nor analysed. Management of customer knowledge is based on the CRM system. As implications of the study, it is suggested for the case company to define customer knowledge processing in order to support maintenance business process.

The ELY Centre for Southwest Finland is involved in everyday life

The ELY Centre for Southwest Finland is a diverse and broad-ranging development and service centre. Our goal is to strengthen wellbeing in Southwest Finland and Satakunta. The aim of our operations is to ensure sustainable wellbeing, a vibrant business community, attractive municipalities and the wider environment, and a satisfied population through clustered collaboration.

Itse tehty moderni. Gramofoni, polkupyörä ja valokuvaus suomalaisten elämässä 1880-luvulta 1940-luvulle

Tässä tutkimuksessa tarkastellaan aineellista modernia ja materiaalisen kulttuurin muutosta Suomessa 1880-luvulta 1940-luvulle tutkimalla sitä, miten kolme kansainvälistä teknologiaa, gramofoni, polkupyörä ja valokuvaus, otettiin Suomessa käyttöön ja millaisia paikallisia ilmiöitä niiden ympärille kehittyi. Tutkimus koostuu johdanto- ja yhteenveto-osan lisäksi kuudesta artikkelista, joissa käsitellään seuraavia alateemoja: itse tehtyjä polkupyöriä, käyntikorttikuvien käyttöä maalaiskodeissa, maaseudun pyöräilyä ja sen muistelemista, vuoden 1929 gramofonikuumetta, valokuvausta teknisenä harrastuksena sekä maalaisia gramofonin käytön tapoja. Tutkimuksen lähteinä on käytetty laajoja muistitietoaineistoja, sanoma- ja aikakauslehtiaineistoja, arkistoaineistoja, aikalaiskirjallisuutta ja museoesineitä. Lähteistä on etsitty mikrohistoriallista lukutapaa noudattaen johtolankoja gramofoniin, polkupyörään ja valokuvaukseen liittyneihin käytäntöihin. Esitän, että muistitietolähteet, muiden lähteiden kanssa ristiinluettuina, antavat hyvän mahdollisuuden sellaisten arjen käytäntöjen tarkasteluun, joiden tutkiminen muiden lähteiden perusteella olisi vaikeaa tai mahdotonta. Tutkimuksessa käytetyistä teoreettisista kehyksistä niin teknologian sosiaalinen rakentuminen, arjen historia, materiaaliseen kulttuuriin liittyvä teoriapohja, kulutuskulttuurin tutkimus kuin käytäntöteoriatkin kannustavat tarkastelemaan sitä, miten käyttäjien toiminta muokkaa ja määrittää teknologiaa. Näiden teoriasuuntausten pohjalta olen tätä tutkimusta varten kehittänyt itse tehdyn modernin ja kansankeksinnön käsitteet, jotka tarkentavat katseen ajallisesti ja paikallisesti tyypillisiin teknologian muokkauksen ja määrittelyn tapoihin sekä paikalliseen teknologiseen kekseliäisyyteen. Itse tehdyn modernin käsite auttaa hahmottamaan materiaalisia muutoksia ja pysyvyyksiä ajanjaksolla 1800-luvun lopulta toiseen maailmansotaan. Suomalaiset muovasivat omanlaisensa modernin, jossa uutuudet ja muutokset sulautuivat osaksi sitkeinä jatkuvia ja hitaasti muuttuvia maalaisyhteiskunnan toimintatapoja ja muokkasivat niitä vähitellen. Itse tehty moderni sekoitti omavaraisuutta ja kulutuskulttuuria, käsillä tekemiseen perustuvaa taitavuutta ja kursseilla sekä koulutuksessa saavutettua teknistä tietoa, paikallisia aineksia ja kansainvälisiä vaikutteita. Puhumalla kansanomaisista keksinnöistä olen halunnut korostaa tällaisten yhdistelmien mahdollisuutta ruohonjuuritasolla ja massatuotettujen laitteiden sovittamista osaksi pitkälti itse tehtyä ja omavaraista esinemaailmaa.

Fuzzy ontology for knowledge mobilisation and decision support

A growing concern for organisations is how they should deal with increasing amounts of collected data. With fierce competition and smaller margins, organisations that are able to fully realize the potential in the data they collect can gain an advantage over the competitors. It is almost impossible to avoid imprecision when processing large amounts of data. Still, many of the available information systems are not capable of handling imprecise data, even though it can offer various advantages. Expert knowledge stored as linguistic expressions is a good example of imprecise but valuable data, i.e. data that is hard to exactly pinpoint to a definitive value. There is an obvious concern among organisations on how this problem should be handled; finding new methods for processing and storing imprecise data are therefore a key issue. Additionally, it is equally important to show that tacit knowledge and imprecise data can be used with success, which encourages organisations to analyse their imprecise data. The objective of the research conducted was therefore to explore how fuzzy ontologies could facilitate the exploitation and mobilisation of tacit knowledge and imprecise data in organisational and operational decision making processes. The thesis introduces both practical and theoretical advances on how fuzzy logic, ontologies (fuzzy ontologies) and OWA operators can be utilized for different decision making problems. It is demonstrated how a fuzzy ontology can model tacit knowledge which was collected from wine connoisseurs. The approach can be generalised and applied also to other practically important problems, such as intrusion detection. Additionally, a fuzzy ontology is applied in a novel consensus model for group decision making. By combining the fuzzy ontology with Semantic Web affiliated techniques novel applications have been designed. These applications show how the mobilisation of knowledge can successfully utilize also imprecise data. An important part of decision making processes is undeniably aggregation, which in combination with a fuzzy ontology provides a promising basis for demonstrating the benefits that one can retrieve from handling imprecise data. The new aggregation operators defined in the thesis often provide new possibilities to handle imprecision and expert opinions. This is demonstrated through both theoretical examples and practical implementations. This thesis shows the benefits of utilizing all the available data one possess, including imprecise data. By combining the concept of fuzzy ontology with the Semantic Web movement, it aspires to show the corporate world and industry the benefits of embracing fuzzy ontologies and imprecision.

Balancing creativity and risk intelligence in professional knowledge-intensive business services

The main strengths of professional knowledge-intensive business services (P-KIBS) are knowledge and creativity which needs to be fostered, maintained and supported. The process of managing P-KIBS companies deals with financial, operational and strategic risks. That is why it is reasonable to apply risk management techniques and frameworks in this context. A significant challenge hides in choosing reasonable ways of implementing risk management, which will not limit creative ability in organization, and furthermore will contribute to the process. This choice is related to a risk intelligent approach which becomes a justified way of finding the required balance. On a theoretical level the field of managing both creativity and risk intelligence as a balanced process remains understudied in particular within KIBS industry. For instance, there appears to be a wide range of separate models for innovation and risk management, but very little discussion in terms of trying to find the right balance between them. This study aims to shed light on the importance of well-managed combination of these concepts. The research purpose of the present study is to find out how the balance between creativity and risk intelligence can be managed in P-KIBS. The methodological approach utilized in the study is strictly conceptual without empirical aspects. The research purpose can be achieved through answering the following research supporting questions: 1. What are the characteristics and role of creativity as a component of innovation process in a P-KIBS company? 2. What are the characteristics and role of risk intelligence as an approach towards risk management process implementation in a P-KIBS company? 3. How can risk intelligence and creativity be balanced in P-KIBS? The main theoretical contribution of the study conceals in a proposed creativity and risk intelligence stage process framework. It is designed as an algorithm that can be applied on organizational canvas. It consists of several distinct stages specified by actors involved, their roles and implications. Additional stage-wise description provides detailed tasks for each of the enterprise levels, while combining strategies into one. The insights driven from the framework can be utilized by a vast range of specialists from strategists to risk managers, and from innovation managers to entrepreneurs. Any business that is designing and delivering knowledge service can potentially gain valuable thoughts and expand conceptual understanding from the present report. Risk intelligence in the current study is a unique way of emphasizing the role of creativity in professional knowledge-intensive industry and a worthy technique for making profound decisions towards risks.

Heading for Open Science: Filling the Knowledge Gap

Poster at Open Repositories 2014, Helsinki, Finland, June 9-13, 2014

Social Networking Sites as a part of Medical Device Manufacturer's Marketing Communications

The purpose of the thesis is to examine how a medical device manufacturer can exploit social networking sites as a part of its everyday marketing communications. The ultimate goal is to create an ideal process of developing marketing communications in social networking sites as a medical device manufacturer with the help of theoretical knowledge and hands-on experience. Theoretical part examines the traditional process of developing marketing communications, defines social networking sites and presents marketing activities carried out on these sites as well as introduces the characteristics of healthcare technology industry. Empirical part is collected through participation in medical device manufacturer’s marketing operations and by observing effects of different factors and actions on social media marketing. In addition, completed interviews and a meeting with company’s personnel have been utilized for data collection. This part offers comprehensive information on the examined company’s current marketing operations, industry, and activities carried out on social networking sites. As a result of the thesis a comprehensive process description of integrating and using social networking sites as a part of company’s marketing communications was formed. With the help of the process description factors and actions which have an effect on marketing operations in social networking sites are presented and methods for further developing these activities are introduced.

Kättelyn merkitykset suomalaisessa tapakulttuurissa 1800-luvulta 2000-luvulle

Tutkimuksen aiheena on kättely suomalaisessa tapakulttuurissa 1800-luvulta 2000-luvulle. Tutkimuksen tarkoituksena on ollut selvittää, mitä kättely on suomalaisille tutkimusajankohtana merkinnyt. Kättelyä suomalaisessa tapakulttuurissa on tarkasteltu muistitietoaineiston avulla.Ensisijainen aineisto sisältää kättelyyn liittyviä ajatuksia ja kokemuksia yli tuhannelta suomalaiselta. Aineiston käsittely ei kuitenkaan perustu niiden määrälliseen tutkimiseen, vaan tutkimusmenetelmänä on käytetty laadullista tutkimusotetta, jonka ytimessä on merkitysten tulkinta. Väitöskirjassa kättelyä lähestytään kulttuurihistoriallisena, monitasoisena ilmiönä, josta on erotettavissa kestoltaan eripituisia historiallisuuden tasoja. Myös väitöskirjan rakenne seuraa tätä historiallisen monikerroksellisuuden ajatusta. Ensiksi kättelystä on erotettavissa biologiaan perustuva niin kutsuttu syvän historian taso, joka tekee kättelystä merkityksellisen luottamuksellisten suhteiden ja yhteistoiminnan alueella. Toiseksi kättelystä voidaan erottaa rakenteiden tasolla ilmenevä ja hitaasti muuttuva tapakulttuurin taso. Mutta vaikka tapakulttuurin säännöt osaltaan vaikuttavat siihen, miten henkilö tietyssä tilanteessa käyttäytyy, on toimija kättelytilanteessa kuitenkin valintoja tekevä yksilö. Kolmas tutkimuksessa erotettu taso onkin tapahtumahetken taso, jolla historiallinen toimija suorittaa valintojaan oman henkilöhistoriansa ja elämänkokemuksensa avulla. Historialliseen monikerroksellisuuteen liittyvän ajattelun kautta tutkimus osoittaa kättelyn monisyiseksi ilmiöksi, joka vaikuttaa inhimilliseen vuorovaikutukseen olennaisella tavalla. Tutkimusote myös nivoo ihmisen kehityshistorian opittuun tapakulttuuriin sekä tapahtumahetken aktiiviseen kättelytoimijuuteen. Tuloksista voidaan päätellä, ettei kättely ole suomalaisille merkityksetön toiminto, vaan tärkeä sosiaalinen väline, jonka syvempi ymmärtäminen vaatii kaikkien historiallisten tasojen tarkastelua. Eri historian kerrokset voivat olla yksittäisessä kättelytapahtumassa kaikki läsnä. Julkisessa keskustelussa kättely on ollut esillä epähygieenisyytensä vuoksi. Väitöskirjatutkimuksessa pohditaan myös kättelyn suhdetta mikrobien leviämiseen. Tutkimus osoittaa, että kättelyllä on kahtalaisia turvallisuuteen liittyviä merkityksiä: toisaalta se on lääketieteellinen riski, mutta toisaalta se saa sellaisia tapoihin ja hyvinvointiin liittyviä merkityksiä kuten yhteisöllisyys ja luottamus. Pohdittaessa kättelyn ja käsihygienian suhdetta tulevaisuudessa nämä seikat tulisi tiedostaa ja tuoda selkeästi esiin.

Photochemistry and photobiology of actinic erythema: defensive and reparative cutaneous mechanisms

Sunlight is part of our everyday life and most people accept it as beneficial to our health. With the advance of our knowledge in cutaneous photochemistry, photobiology and photomedicine over the past four decades, the terrestrial solar radiation has become a concern of dermatologists and is considered to be a major damaging environmental factor for our skin. Most photobiological effects (e.g., sunburn, suntanning, local and systemic immunosuppression, photoaging or dermatoheliosis, skin cancer and precancer, etc.) are attributed to ultraviolet radiation (UVR) and more particularly to UVB radiation (290-320 nm). UVA radiation (320-400 nm) also plays an important role in the induction of erythema by the photosensitized generation of reactive oxygen species (singlet oxygen (1O2), superoxide (O2.-) and hydroxyl radicals (.OH)) that damage DNA and cellular membranes, and promote carcinogenesis and the changes associated with photoaging. Therefore, research efforts have been directed at a better photochemical and photobiological understanding of the so-called sunburn reaction, actinic or solar erythema. To survive the insults of actinic damage, the skin appears to have different intrinsic defensive mechanisms, among which antioxidants (enzymatic and non-enzymatic systems) play a pivotal role. In this paper, we will review the basic aspects of the action of UVR on the skin: a) photochemical reactions resulting from photon absorption by endogenous chromophores; b) the lipid peroxidation phenomenon, and c) intrinsic defensive cutaneous mechanisms (antioxidant systems). The last section will cover the inflammatory response including mediator release after cutaneous UVR exposure and adhesion molecule expression

“Why share in uncertain conditions?” Factors of individual level knowledge sharing in offshoring cases

The objective of this Master’s Thesis was to research factors influencing and enhancing individual level knowledge sharing in offshore projects which often involve uncertainty of the knowledge provider’s own future. The purpose was to understand why individuals are willing to share their knowledge under these kinds of circumstances. In addition the goal was to identify obstacles to interpersonal knowledge sharing in order to understand how to mitigate their influence. The research was conducted as a qualitative multiple case study in a global IT company, and the data was gathered using semi-structured personal theme interviews within two different offshore projects. In order to a gain a wider perspective on the matter, some management representatives were interviewed as well. Data was analysed with the inductive content analysis method. Results of the study indicate that individuals are willing to share their knowledge despite of uncertainty if they are motivated, if they are provided with opportunities to do so, and if they have skills, competence and experience to share their knowledge. A strong knowledge sharing culture in the organization or team also works as a strong incentive for individual level knowledge sharing. The findings suggest that even under uncertain conditions it is possible to encourage people to share their knowledge if uncertainty can be decreased to a bearable level, a robust and personal connection and relationship between the knowledge provider and acquirer can be created and suitable opportunities for knowledge sharing are provided. In addition, based on the results the support and commitment of management and HR in addition to favourable environmental circumstances play an essential role in building a bridge between the knowledge provider and acquirer in order to create a virtual environment and space for knowledge sharing: Ba.

Quality of radiotherapy care by development of e-feedback knowledge

The aim of this three phase study was to develop quality of radiotherapy care by the e-Feedback knowledge of radiotherapy -intervention (e-Re-Know). In Phase I, the purpose was to describe the quality of radiotherapy care and its deficits experienced by cancer patients. Based on the deficits in patient education in Phase II, the purpose was to describe cancer patients’ e-knowledge expectations in radiotherapy. In Phase III, the purpose was to develop and evaluate the outcomes of the e-Re-Know among breast cancer patients. The ultimate aim was to develop radiotherapy care to support patients’ empowerment with patient e-education. In Phase I (2004-2005), the descriptive design was used, and 134 radiotherapy patients evaluated their experiences by Good Nursing Care Scale for Patients (GNCS-P) in the middle of RT period. In Phase II (2006-2008), the descriptive longitudinal design was used and 100 radiotherapy patients’ e-knowledge expectations of RT were evaluated using open-ended questionnaire developed for this study before commencing first RT, in the middle of the treatment, and concluding RT period. In Phase III, firstly (2009-2010), the e-Re-Know intervention, i.e. knowledge test and feedback, was developed in terms of empowering knowledge and implemented with e-feedback approach based on literature and expert reviews. Secondly (2011-2014), the randomized controlled study was used to evaluate the e-Re-Know. Breast cancer patients randomized to either the intervention group (n=65) receiving the e-Re-Know by e-mail before commencing first RT and standard education or the control group (n=63) receiving standard education. The data were collected before commencing first RT, concluding last RT and 3 months after last RT using RT Knowledge Test, Spielberger’s State Trait Inventory (STAI) and Functional Assessment of Cancer Therapy - Breast (FACT-B) –instruments. Data were analyzed using statistical methods and content analysis. The study showed radiotherapy patients experienced quality of care high. However, there were deficits in patient education. Furthermore, radiotherapy patients’ multidimensional e-knowledge expectations through Internet covered mainly bio-physiological and functional knowledge. Thus, the e-Re-Know was developed and evaluated. The study showed when breast cancer patients’ carried out the e-Re-Know their knowledge of side effects self-care was significantly increased and quality of life (QOL) significantly improved in line with decrease in anxiety from time before radiotherapy period to three months after. In addition, the e-Re-Know has potential to have positive effects on anxiety and QOL, regardless of patient characteristics or knowledge level. The results support the theory of empowering patient education suggesting that empowerment can be supported by confirming patients’ understanding of own knowledge level. In summary, the e-Feedback knowledge of radiotherapy (e-Re-Know) intervention can be recommended in development of quality of radiotherapy care experienced by breast cancer patients. Further research is needed to assess and develop patient-centred quality of care by patient education among cancer patients.