Is more capability always beneficial for firm performance? Market orientation, core business process capabilities, and business environment

This study examines the role of capabilities in core marketing-related business processes–product development management (PDM), supply chain management (SCM) and customer relationship management (CRM)–in translating a firm’s market orientation (MO) into firm performance. The study is the first to examine the interplay of all three business process capabilities simultaneously, while investigating how environmental conditions moderate their performance effects. A moderated mediation analysis of 468 product-focused firms finds that PDM and CRM process capabilities play important mediating roles, whereas SCM process capability does not mediate the relationship between MO and performance. However, the relative importance of the capabilities as mediators varies along the degree of environmental turbulence, and under certain conditions, an increase in the level of business process capability may even turn detrimental.

Business process quantitative analysis and optimization for service industries

The total time a customer spends in the business process system, called the customer cycle-time, is a major contributor to overall customer satisfaction. Business process analysts and designers are frequently asked to design process solutions with optimal performance. Simulation models have been very popular to quantitatively evaluate the business processes; however, simulation is time-consuming and it also requires extensive modeling experiences to develop simulation models. Moreover, simulation models neither provide recommendations nor yield optimal solutions for business process design. A queueing network model is a good analytical approach toward business process analysis and design, and can provide a useful abstraction of a business process. However, the existing queueing network models were developed based on telephone systems or applied to manufacturing processes in which machine servers dominate the system. In a business process, the servers are usually people. The characteristics of human servers should be taken into account by the queueing model, i.e. specialization and coordination. ^ The research described in this dissertation develops an open queueing network model to do a quick analysis of business processes. Additionally, optimization models are developed to provide optimal business process designs. The queueing network model extends and improves upon existing multi-class open-queueing network models (MOQN) so that the customer flow in the human-server oriented processes can be modeled. The optimization models help business process designers to find the optimal design of a business process with consideration of specialization and coordination. ^ The main findings of the research are, first, parallelization can reduce the cycle-time for those customer classes that require more than one parallel activity; however, the coordination time due to the parallelization overwhelms the savings from parallelization under the high utilization servers since the waiting time significantly increases, thus the cycle-time increases. Third, the level of industrial technology employed by a company and coordination time to mange the tasks have strongest impact on the business process design; as the level of industrial technology employed by the company is high; more division is required to improve the cycle-time; as the coordination time required is high; consolidation is required to improve the cycle-time. ^

Percepción de valor de los clientes de una firma de consultoría oferente del servicio de Business Process Outsourcing (BPO) en cultura corporativa y gestión humana en la ciudad de Medellín

Este estudio describe la percepción de valor de los clientes actuales y potenciales de la firma consultora Penta sobre el servicio BPO de cultura corporativa y gestión humana en la ciudad de Medellín -- El trabajo fue de tipo descriptivo y de corte cualitativo, mediante la técnica de estudio de caso, sobre una población de catorce empresas -- Los resultados encontrados no solo ayudarán a que la firma consultora tome la decisión de implementar o no este nuevo servicio, sino que lleva a una reflexión frente al valor estratégico de la gestión humana y la reconfiguración a la que está llamada, luego de la aparición de la nueva generación de trabajadores conocida como millennials -- Las respuestas de las empresas entrevistadas permitieron conocer cómo el comportamiento de esta nueva generación incide en el funcionamiento y la competitividad de las empresas -- Luego del estudio se concluye que existe el potencial para crear el servicio, que se persigue que se convierta en una herramienta para las micro y las pequeñas empresas, de modo tal que les permita crecer en el mercado mediante el fortalecimiento y la estructuración del componente humano y cultural frente a un entorno competitivo de empresas medianas, nacionales y multinacionales

Implications of retaining woody regrowth for carbon sequestration for an extensive grazing beef business: a bio-economic modelling case study

A bio-economic modelling framework (GRASP-ENTERPRISE) was used to assess the implications of retaining woody regrowth for carbon sequestration on a case study beef grazing property in northern Australia. Five carbon farming scenarios, ranging from 0% to 100% of the property regrowth retained for carbon sequestration, were simulated over a 20-year period (1993–2012). Dedicating regrowth on the property for carbon sequestration reduced pasture (up to 40%) and herd productivity (up to 20%), and resulted in financial losses (up to 24% reduction in total gross margin). A net carbon income (income after grazing management expenses are removed) of $2–4 per t CO2-e was required to offset economic losses of retaining regrowth on a moderately productive (~8 ha adult equivalent–1) property where income was from the sale of weaners. A higher opportunity cost ($ t–1 CO2-e) of retaining woody regrowth is likely for feeder steer or finishing operations, with improved cattle prices, and where the substantial transaction and reporting costs are included. Although uncertainty remains around the price received for carbon farming activities, this study demonstrated that a conservatively stocked breeding operation can achieve positive production, environmental and economic outcomes, including net carbon stock. This study was based on a beef enterprise in central Queensland’s grazing lands, however, the approach and learnings are expected to be applicable across northern Australia where regrowth is present.

Influence of hydrodynamic interactions on the adsoption process of large particles

We have studied the adsorption process of non-Brownian particles on a line. Our work differs from previously proposed models in that we have incorporated hydrodynamic interactions between the incoming particles and the preadsorbed particles as well as the surface. We then numerically analyze the effect of these interactions on quantities related to the adsorption process. Comparing our model to the ballistic deposition model (BM) shows a significant discrepancy in the pair correlation function. These results can explain some differences between recent experiments and BM predictions. Finally, the limitations of the applicability of BM are addressed.

Process Evaluation and Business Process Reengineering in Forest Industry

Pro gradu -tutkielman tavoitteena oli selvittää millaisia muutoksia uusi SAP-pohjainen järjestelmä aiheuttaa metsäteollisuusyrityksen hankinta-prosesseissa ja ostajien työssä. Tilannetta tarkasteltiin myös liiketoiminta-prosessien uudistamisprojektina. Tutkimus oli kvalitatiivinen case-tutkimus, jonka lähteinä olivat haastattelut ja prosessikuvaukset. Hankintaprosessit on pyritty standardisoimaan ja kuvaamaan tarkasti, koska järjestelmä on tarkoitus ottaa vähitellen käyttöön yrityksen kaikissa toimipisteissä. Teoriaosassa käsiteltiin globaalia hankintaa, erilaisia tilauksia, sähköistä liiketoimintaa ja uudistettujen liiketoimintaprosessien käyttöönottoa sekä siihen liittyviä haasteita. Yritys pyrkii kehittämään hankintatoimintaansa ja hyödyntämään kokonsa tuomia mittakaavaetuja, uusi järjestelmä on merkittävä osa tätä kehitystyötä. Haastattelujen perusteella uusi järjestelmä on toivottu ja siihen kohdistuu paljon odotuksia. Järjestelmän käyttöönotto tulee olemaanhaastava tehtävä, koska järjestelmän käyttäjiä on paljon ja loppukäyttäjät tekevät entistä enemmän tapahtumia järjestelmään tilausaloitteiden ja kotiinkutsujenmuodossa. Tehdasostajien roolissa tapahtuu muutoksia, rutiinitilaamisen vähentyessä he toimivat tietoa molempiin suuntiin jakavina linkkeinä keskitetyn hankinta-organisaation ja tehtaan välissä.

Competitor Information andCompetitive Knowledge Management in a Large Industrial Organization

Thisthesis supplements the systematic approach to competitive intelligence and competitor analysis by introducing an information-processing perspective on management of the competitive environment and competitors therein. The cognitive questions connected to the intelligence process and also the means that organizational actors use in sharing information are discussed. The ultimate aim has been to deepen knowledge of the different intraorganizational processes that are used in acorporate organization to manage and exploit the vast amount of competitor information that is received from the environment. Competitor information and competitive knowledge management is examined as a process, where organizational actorsidentify and perceive the competitive environment by using cognitive simplification, make interpretations resulting in learning and finally utilize competitor information and competitive knowledge in their work processes. The sharing of competitive information and competitive knowledge is facilitated by intraorganizational networks that evolve as a means of developing a shared, organizational level knowledge structure and ensuring that the right information is in the right place at the right time. This thesis approaches competitor information and competitive knowledge management both theoretically and empirically. Based on the conceptual framework developed by theoretical elaboration, further understanding of the studied phenomena is sought by an empirical study. The empirical research was carried out in a multinationally operating forest industry company. This thesis makes some preliminary suggestions of improving the competitive intelligence process. It is concluded that managing competitor information and competitive knowledge is not simply a question of managing information flow or improving sophistication of competitor analysis, but the crucial question to be solved is rather, how to improve the cognitive capabilities connected to identifying and making interpretations of the competitive environment and how to increase learning. It is claimed that competitive intelligence can not be treated like an organizational function or assigned solely to a specialized intelligence unit.

Tuotetieto julkisen palvelun lisäarvon tuojana

Diplomityön tavoitteena on tutkia tuotetiedon ja tuotetiedon hallinnan merkitystä julkisen palvelun lisäarvon tuojana. Lisäarvon käsite julkisesti tuotetussa palvelussa on uusi ja hämmentävä. Diplomityöllä osoitetaan, ettei kunnallisen teknisen sektorin tuottama ns. julkinen palvelu poikkea yksityisen sektorin tuottamista palveluista. Teknisen sektorin tuottama julkinen palvelu voidaan mallintaa liiketoimintaprosessien mallintamisen keinoin ja palveluun sitoutunut tuotetieto voidaan hallita tuotetiedon hallinnan keinoin ja hyödyntää lisäarvopalveluina asiakkaille, kuntalaisille. Työssä selvitetään ne julkisen teknisen palvelun ominaisuudet, joita asiakkaat arvostavat, ja jotka tuottavat heille lisäarvoa. Työn lopputulos osoittaa, ettei kuntalaista, asiakasta, kiinnosta palvelujen tuottaja, vaan heitä kiinnostaa se, että palvelu on osa heidän arvoketjuaan ja arvojärjestelmäänsä. Julkisen palvelun tuotetieto mahdollistaa informaation avulla tuotetut lisäarvopalvelut ja liittää ne osaksi asiakkaan arvoketjua.

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.

Improving customer service by identifying critical success factors and utilizing business process outsourcing

Consumers increasingly demand convenience when dealing with companies and therefore it is important to provide professional, diverse and speedy service via customer’s preferred communication channel. These interactions between the customer service and customer have a critical role in customer’s future purchasing decisions. Those customers who don't receive satisfactory customer service are willing to do business with another company that charges more but offers better customer service. This study identifies the critical success factors for the customer service in order to improve the customer service according to the company’s mission and meet customer expectations. Case study is used as a research method and data is collected via observation, archival records and interviews during a time span of fourteen months. The analysis suggests three critical success factors: voice support, scalable and flexible customer service and customer service champions. The study further analyzes the improvement measures according to the critical success factors concluding the Business Process Outsourcing to be the most proper to proceed with. As a conclusion of the study, critical success factors enable achieving the goals of the customer service and align operations according to the company’s mission. Business Process Outsourcing plays important role in improving the customer service by allowing fast expansion of new service offering and obtaining specialized workforce.

A Business continuity management maturity model : the search for an ISO 22301 Compliant BCM Maturity model

BCM (business continuity Management) is a holistic management process aiming at ensuring business continuity and building organizational resilience. Maturity models offer organizations a tool for evaluating their current maturity in a certain process. In the recent years BCM has been subject to international ISO standardization, while the interest of organizations to bechmark their state of BCM agains standards and the use of maturity models for these asessments has increased. However, although new standards have been introduced, very little attention has been paid to reviewing the existing BCM maturity models in research - especially in the light of the new ISO 22301 standard for BCM. In this thesis the existing BCM maturily models are carefully evaluated to determine whetherthey could be improved. In order to accomplish this, the compliance of the existing models to the ISO 22301 standard is measured and a framework for assessing a maturitymodel´s quality is defined. After carefully evaluating the existing frameworks for maturity model development and evaluation, an approach suggested by Becker et al. (2009) was chosen as the basis for the research. An additionto the procedural model a set of seven research guidelines proposed by the same authors was applied, drawing on the design-science research guidelines as suggested by Hevner et al. (2004). Furthermore, the existing models´ form and function was evaluated to address their usability. Based on the evaluation of the existing BCM maturity models, the existing models were found to have shortcomings in each dimension of the evaluation. Utilizing the best of the existing models, a draft version for an enhanced model was developed. This draft model was then iteratively developed by conducting six semi-structured interviews with BCM professionals in finland with the aim of validating and improving it. As a Result, a final version of the enhanced BCM maturity model was developed, conforming to the seven key clauses in the ISO 22301 standard and the maturity model development guidelines suggested by Becker et al. (2009).

Building a Roadmap for a Market Intelligence function in a Global B2B company

Tämän diplomityötutkimuksen tarkoituksena on luoda markkinaälyyn (MI) erikoistunut funktio suurelle, globaalisti toimivalle B2B-yritykselle. Tämän päivän muut-tuvilla markkinoilla, teollisuusyrityksen on oltava markkinalähtöinen selviytyäkseen. Markkinatiedon tehokas hyödyntäminen ei pelkästään luo tietoa markkinoista, vaan tuottaa kilpailukykyistä tietoa ja toimii strategisen päätöksenteon tukena pitkällä aikavälillä. Tämä tutkimus on kvalitatiivinen toimintatutkimus, joka sisältää kirjallisuuskat-sauksen, yritystapaustutkimuksen sekä syväanalyysin yrityksen MI-ympäristöstä. Kirjallisuuskatsaus pitää sisällään teoriaa liittyen markkinaälyyn useassa eri kon-tekstissa, asiakassuhteeseen, sekä prosessinmallintamiseen. Empiiriseen osaa seuraa tutkimusmenetelmäkappale, joka sisältää kaksivaiheisen tutkimuksen mukaan lu-kien 20 päällikkötason haastattelua sekä yhden laaja-alaisen työryhmätapaamisen. Työn tuloksena syntyy kolmivaiheinen tiekartta, jonka tarkoitus on toimia pohjana uuden MI-funktion rakentamiselle Case-yrityksessä. Tuloksen mukaan MI-funktio tulisi sijoittaa yrityksen asiakasrajapintaan sekä tukea yksiköiden välistä integraa-tiota. Markkinaälyn jakaminen yrityksen sisällä vaatii käytäntöjen, tarpeiden ja ta-voitteiden systemaattista viestintää eri organisaatiotasoille, jotta yritys voi edelleen saada asiakkaalta tarpeeseen vastaavaa tietoa. Viestintä yrityksen ja asiakkaan välil-lä on oltava molemminpuolista, jotta tulokset voisivat parantaa asiakassuhdetta. Kun asiakassuhde paranee, yritys voi oppia asiakkaalta arvokasta tietoa, markkinaälyä.

Modelo de estructuración financiera de una titularización de flujos futuros en el mercado de valores ecuatoriano para una empresa de business process outsourcing

El objetivo de la presente tesis es establecer un modelo de estructuración financiera para una titularización de flujos futuros que permita a una empresa de business process outsourcing financiarse en el mercado de valores ecuatoriano. A partir de los ingresos generados por prestación de los servicios de la empresa, se establece un modelo de series de tiempo autoregresivo integrado de media móvil (ARIMA) con componente estacional, para la proyección de los flujos de la titularización de flujos futuros. Este modelo permitió establecer tres escenarios: moderado, optimista y pesimista, en base a la proyección y a sus intervalos de confianza. Adicionalmente, para la proyección de los estados financieros se establecieron varios supuestos, los cuales permitieron la proyección del balance general, el estado de resultados y los índices financieros. Se llega a establecer los niveles de costo en el cual incurrirían las empresas si requerirían financiamiento, ya sea con las diferentes alternativas del mercado de valores como son: obligaciones, titularizaciones y acciones, o mediante crédito del sistema financiero.