Development of IT Service Management in a Large International Company

The purpose of this Master’s thesis is to examine the IT Service Management (ITSM) capabilities of a large international company and develop a design for the IT Service Management of the company. The thesis consists of two parts: a literature review and a case study. The first part is the literature review. It examines different aspects of IT Service Management. The purpose of the literature review is to increase the credibility of the case study. In the case study, the IT Service Management of a large industrial company is assessed, and an improved design for IT Service Management is created. The services are limited to common IT services, and management is limited to operative management. To assess and develop the case company’s IT Service Management, the IT organization and its ITSM capabilities are analyzed, and on the basis of the analyses, an improved IT Service Management model is created. As a result of the analyses, it was found out that the management of the IT organization is function-oriented. Therefore, the organization needs a management model that breaks the functional borders and brings services to the center of management. The designed model aspires to achieve this by defining IT services and modeling management processes from the service perspective.

Critical Success and Failure Factors of Knowledge Management Implementation in a Large Multinational Company

More and more companies are interested in implementing knowledge management. However, the majority of knowledge management initiatives will fail to have any significant impact. In this study, theories regarding knowledge management implementation and adoption are investigated further. The objective of this study is to deepen understanding regarding the critical factors that contribute to successful knowledge management adoption in large multinational companies. The study is formulated around the following four research questions: 1. What are the key success and failure factors in knowledge management implementation? 2. How can knowledge management adoption be improved at the individual, group and organizational levels of the company? 3. What are the critical factors that hinder knowledge management adoption in the case company? 4. How can the case company promote the adoption of knowledge management among company personnel? The methodology used in this study is a combination of a literature review and an explanatory, exploratory, qualitative single-case study. The literature review answers the first and second research questions. Based on the literature review, a framework is presented to illustrate the factors contributing to the success of knowledge management implementation. The framework also links together knowledge management implementation and adoption. The third research question is answered by revealing the relevant findings from 21 expert interviews and 2 online questionnaires with 42 respondents in total. By comparing and contrasting the results of the literature review with the findings of the empirical case study, the fourth research question is answered. The concrete outcomes of this study are a framework to elucidate the factors contributing to the success of knowledge management implementation, a case study highlighting the issues that hinder knowledge management adoption within the case company, and recommendations for the case company.

Groupware and Workflow Tools - A Case study of SAP Business Workflow Supporting System Integration in a Global Telecommunication Company

Workflow management systems aim at the controlled execution of complex application processes in distributed and heterogeneous environments. These systems will shape the structure of information systems in business and non-business environments. E business and system integration is a fertile soil for WF and groupware tools. This thesis aims to study WF and groupware tools in order to gather in house knowledge of WF to better utilize WF solutions in future, and to focus on SAP Business Workflow in order to find a global solution for Application Link Enabling support for system integration. Piloting this solution in Nokia collects the experience of SAP R/3 WF tool for other development projects in future. The literary part of this study will guide to the world of business process automation providing a general description of the history, use and potentials of WF & groupware software. The empirical part of this study begins with the background of the case study describing the IT environment initiating the case by introducing SAP R/3 in Nokia, the communication technique in use and WF tool. Case study is focused in one solution with SAP Business Workflow. This study provides a concept to monitor communication between ERP systems and to increase the quality of system integration. Case study describes a way create support model for ALE/EDI interfaces. Support model includes monitoring organization and the workflow processes to solve the most common IDoc related errors.

Pienen ja keskisuuren osakeyhtiön pääoma uudessa osakeyhtiölaissa

Tämä Pro Gradu tutkielman tavoitteena on selvittää, miten 1.9.2007 voimaan tullut uusi osakeyhtiölaki vaikuttaa pienten ja keskisuurten osakeyhtiöiden pääomanhallintaan. Vastausta etsitään myös siihen, toteutuivatko lakimuutoksessa asetetut tavoitteet pienen ja keskisuuren yrityksen näkökulmasta. Tutkimusmetodologiana käytetään käsiteanalyyttistä lähestymistapaa. Tutkielma on havainnoiva ja selittävä. Tutkimuksen analyysin lähteenä käytettävät yritystilanteet ovat kirjoittajan tilitoimistotyössä esiin tulleita. Lain kokonaisuudistuksessa eräs tavoite oli tehdä laista pienille osakeyhtiöille selkeä ja toimintaa helpottava. Lain teksti on helppolukuisempaa ja lain rakenne on selkeä. Etua monelle perustettavalle pienelle osakeyhtiölle on siitä, että perustaminen on yksinkertaistunut ja minimipääoma pienentynyt. Velkojien aseman parantamiseksi lakiin otetun maksukykyisyystestin ja joustavan rahoitusratkaisun tarjoavan sijoitetun vapaan pääoman rahaston voidaan myös katsoa auttavan pientä ja keskisuurta osakeyhtiötä toiminnassaan. Maksukykyisyystesti on hyödyllinen muistutus varovaisesta varojen jaosta ja SVOP rahasto on vaihtoehto pääomalainalle. Verolakien uudistamatta jääminen osakeyhtiölain muuttuessa on vaikeuttanut joidenkin OYL:n mahdollistamien uusien menettelytapojen käyttöönottoa.

Implantación de la ISO 14001 en una planta de tratamiento de vehículos fuera de uso (VFU)

Nos hemos propuesto implantar la ISO 14001 en un centro autorizado de tratamiento de vehículos fuera de uso, denominado Recycling Gandía, S.L., con el fin de que dicho centro pueda obtener una ventaja competitiva, respecto de otros centros ubicados próximamente, dada la fuerte competencia existente. Con la implantación de un Sistema de Gestión Medioambiental y más concretamente la ISO 14001, se puede conseguir una mejora de la imagen de la empresa, un ahorro de costes, se pueden mejorar las relaciones con la Administración e incluso con las entidades financieras, se puede contribuir a la motivación de los trabajadores, se asegura el cumplimiento de la legislación ambiental. La actividad que nos ocupa, se dedica a la recepción y descontaminación de vehículos al final de su vida útil, reutilizando piezas o componentes de recambio., Los objetivos del presente trabajo van a ser fundamentalmente, el implantar el Manual de Gestión Ambiental en la planta de tratamiento de vehículos fuera de uso y el describir todos los procedimientos genéricos a seguir. Como conclusiones de este trabajo, tendremos las auditorías con las no conformidades detectadas, así como el compromiso adquirido en todos los niveles y departamentos de la empresa, lo cual se traducirá en una mejor satisfacción de los clientes y por tanto un aumento en el número de vehículos a tratar.

Repensando la relación entre la ley y la violencia hacia las mujeres. Una aproximación a los discursos de los/las agentes del ámbito judicial en relación a la ley integral de violencia de género en España = Rethinking the relationship between law and violence against women. an approach to the juridical agents' discourses in relation to the integral law of gender-based violence

Of the many dimensions of the problem of violence exercised by men toward women in the context of the relations of partner or ex partner, this article deals with the analysis of the discursive productions of the institutional actors that are part of the judicial process. Our intention is to investigate the relationship between criminal law and gender-based violence starting from the implementation of the Law of Integral Gender-based Violence in Spain (LO. 1 / 2004) from a theoretical perspective which includes contributions from social psychology, and socio-legal feminism. We have approached the legal instrument - the Law of Integral Gender-based Violence - through the discourse of legal officers with a perspective that questions the values, so often proclaimed, of universality, objectivity and neutrality of the law

Delivery Reliability: Timely and Quantitative Accuracy in a Forest Industry Company

The primary objective of this thesis was to research delivery reliability of mill business unit of a forest industry company, especially timely and quantitative accuracy of sales orders. Delivery reliability is an important factor of customer satisfaction, which has a great influence for success of a company. The secondary objective was to find out reasons for possible problems of delivery reliability and give propositions for improvable performances. The empirical part of the thesis based on reporting database of the forest industry company’s ERP-software and detailed information of the mill system. The delivery reliability results of the mill business unit were compared to delivery reliability of similar mill business unit inside the forest industry company. The research results expressed problems in the supply chain. The delivery reliability reporting should be also developed further. This would advance delivery reliability monitoring. The improvement propositions of the thesis were logistic operation mode estimation, particular benchmarking of the compared mill business unit and more detailed survey on production delivery reliability.

The history of the rectilinear diameter law

The formulation of the so-called law of rectilinear diameter for the determination of the critical volume of substances in the concluding decades of the nineteenth century became in a very useful and acceptably exact alternative tool for researchers in the field of critical phenomena. Its corresponding original expression, and even those of its early few modifications, were so mathematically simple that their use did not limit to exclusively contribute to remove the by then experimental obstacle for the estimating of this critical parameter, but also extended along several decades in the increasing applications of the principle of corresponding states.

Corporate Governance: Osakeyhtiön johdon velvollisuudet ja vastuu

Tutkimuksen tarkoituksena on selvittää, millainen Corporate Governance -järjestelmä ja sääntely-ympäristö Suomessa on voimassa. Tutkimuksessa tarkastellaan lisäksi osakeyhtiön johdon fidusiaarisia velvollisuuksia ja johdon velvollisuuksien tehosteena olevaa vastuujärjestelmää. Corporate Governance -järjestelmää analysoidaan perinteisestä oikeustieteellisestä näkökulmasta poiketen oikeustaloustieteen metodein. Tutkimuksen teoriapohja perustuu koti- ja ulkomaiseen oikeustaloustieteelliseen kirjallisuuteen, muutoin tutkimuksessa tukeudutaan suurimmilta osin kotimaiseen oikeuskirjallisuuteen ja virallislähteisiin. Suomalainen Corporate Governance -järjestelmä minimioi tehokkaasti transaktiokustannuksia ja tarjoaa osakkeenomistajille tehokkaan, informaation epäsymmetriaa rajoittavan valvontamekanismin. Jos johto toimii velvollisuuksiensa vastaisesti, osakkeenomistajat erottavat johdon, joka ei nauti sen luottamusta tai johto joutuu vastaamaan toimistaan vahingonkorvausvastuun tai rikosoikeudellisen vastuun kautta.

Visual demonstration of the ionic strength effect in the classroom: the Debye-Hückel limiting law

The effects of ionic strength on ions in aqueous solutions are quite relevant, especially for biochemical systems, in which proteins and amino acids are involved. The teaching of this topic and more specifically, the Debye-Hückel limiting law, is central in chemistry undergraduate courses. In this work, we present a description of an experimental procedure based on the color change of aqueous solutions of bromocresol green (BCG), driven by addition of electrolyte. The contribution of charge product (z+|z-|) to the Debye-Hückel limiting law is demonstrated when the effects of NaCl and Na2SO4 on the color of BCG solutions are compared.