Teleoperaattorin suurasiakasmyynnin myyntiprosessin kehittäminen

Diplomityön tavoitteena oli selvittää erään teleoperaattorina toimivan yrityksen sisäisen liiketoimintayksikön nykyisiä kumppanuusmalleja ja toimintatapoja sekä tehdä vaiheistettu ehdotus toiminnan tehostamisesta uudella mallilla. Tämä yksikkö toimii yrityksen suurasiakasmyyntiyksikkönä. Tavoitteena on luoda kehitettävistä uusista toimintamalleista uusi myyntiprosessi ja ottaa se käytäntöön vaiheistetusti. Tutkimuksen ensimmäisessä vaiheessa selvitettiin yrityksen suurasiakasmyyntiyksikön nykyiset kumppanuusmallit ja myyntiprosessi. Tässä keskityttiin myyntiyksikön kannalta merkittäviin toimintoihin. Yrityksen suurasiakasmyynnin toiminnassa havaittiin ongelmana myyntihenkilöstön ajankäyttö, jonka taustoja selvitettiin. Suurin osa myyjien ajasta kului päivittäisrutiinien suorittamiseen ja ongelmatilanteiden selvittämiseen. Tällaisia tilanteita olivat mm. laskutusepäselvyydet, asennustöiden viivästymiset ja tarjousten teknisten ratkaisuiden tekeminen. Nämä toiminnot veivät yli puolet myyjien ajasta, josta tavoitteellisesti yli 80 prosenttia pitäisi kulua asiakkaiden kanssa suoraan toimimiseen. Tutkimuksen teoriataustana käytettiin kahta prosessijohtamisen koulukuntaa; BPR:ää (Business Process Reengineering) ja TQM:ää (Total Quality Management). Niihin perehdyttiin kirjallisuuden ja artikkeleiden avulla ja tähän työhön niistä kirjoitettiin merkitykselliset osat. Yrityksen suurasiakasmyyntiyksikön uuden myyntiprosessin kehittäminen aloitettiin segmentoimalla sen asiakkaat avain-, kanta-, kasvu- ja arvoasiakkaisiin. Näille segmenteille kehitettiin omat myyntimallinsa, joihin liittyi niille suunnattava tarjooma (tuotevalikoima). Tämän jälkeen myyntimallit koulutettiin henkilöstölle ja samalla kerättiin informaatiota uuden myyntiprosessin luomista varten. Uusi myyntiprosessi jakautuu viiteen vaiheeseen. Pre sales –vaiheessa (1) keskitytään asiakkuuksien johtamiseen, yrityksen myyjien oman organisaation ja liiketoimintaympäristön tuntemukseen ja uusasiakashankintaan. Ehdotusvaiheessa (2) tehdään asiakkaalle ehdotus kehitysprojektista, jonka tähtäimenä on luoda asiakkaalle tarve hyödyntää tietoliikennettä omassa toiminnassaan. Tämän toiminnan tavoitteena on päästä mukaan mahdollisimman syvälle asiakkaan liiketoimintaan ja sitä kautta kasvattaa liikevaihtoa ja kannattavuutta. Myyntivaiheessa (3) asiakkaalta on saapunut tarjouspyyntö ja sen pohjalta valmistellaan tarjous. Tämän jälkeen käydään tarkentavia neuvotteluita ja pyritään saamaan suotuisa päätös ja sitä kautta tilaus asiakkaalta. Toimitusvaiheessa (4) myydyt tuotteet ja palvelut syötetään tilausjärjestelmiin ja toimitetaan asiakkaalle. Tämän jälkeen seuraa toimituksen kertalaskutus ja jälkimyynti/markkinointi, jolla jo kertaalleen myydyt tuotteet ja palvelut ikään kuin myydään asiakkaalle uudestaan. Viimeinen vaihe on after sales –vaihe (5), jossa varmistetaan myytyjen tuotteiden ja palveluiden ja niiden kausilaskutuksen toimivuudet, tehdään raportointia ja myydään asiakkaalle jo myytyjen tuotteiden lisäksi uusia lisäpalveluita.

Tilintarkastuksen valvonta ja laadunvalvonta

Tutkimuksen tavoitteena oli selvittää tilintarkastuksen valvonnan ja laadunvalvonnan vaikutuksia tilintarkastukseen: laatuun, uskottavuuteen ja luotettavuuteen. Tavoitteeseen päästiin alatavoitteiden kautta: 1) selvittämällä tilintarkastukselle asetetut vaatimukset, 2) selvittämällä, mitä tilintarkastuksen valvonta ja laadunvalvonta sisältävät, 3) tutkimalla tilintarkastajien käsityksiä tilintarkastukselle asetetuista vaatimuksista, valvonnasta ja laadunvalvonnasta sekä tilintarkastuksen valvonnan ja laadunvalvonnan vaikutuksista ja 4) tutkimalla vieraan pääoman rahoittajien käsityksiä tilintarkastuksen laadusta, uskottavuudesta ja luotettavuudesta. Tutkimus on kvalitatiivinen, hermeneuttinen tutkimus ja siinä on tulkitseva tutkimusote. Empiirisen aineiston keräsin haastattelemalla viisi ammattitilintarkastajaa ja tekemällä sähköpostihaastattelun kahdeksalle rahoittajan edustajalle. Tilintarkastajista neljällä on kokemusta joko tilintarkastuksen laadunvalvonnasta tai valvonnasta. Lisäksi olen hyödyntänyt omaa kokemustani tutkittavasta ilmiöstä. Rahoittajan edustajat ovat kokeneita riski- ja pankkirahoittajia. Tilintarkastukselle asetetaan tiukat riippumattomuus-, ammattitaito- ja työn toteutusvaatimukset. Vaatimusten noudattamista valvotaan tilintarkastuslakiin perustuvalla valvonnalla ja pakollisella laadunvalvonnalla. Molempien valvontamuotojen tavoitteena on tilintarkastuksen laadun, uskottavuuden ja luotettavuuden varmistaminen. Erityisesti laadunvalvonnan vaikutuksesta tilintarkastuksen laatu on kohonnut. Tilintarkastajien ammattitaidon ja työmenetelmien kehittyminen ja tilintarkastuksen ammattimaistuminen on nostanut laatua. Laatu syntyy pääasiassa tilintarkastusprosessissa, jota rahoittaja ei pysty seuraamaan. Rahoittajien käsitykset laadusta ovat ristiriitaiset, mutta siitä huolimatta ammattimaista tilintarkastusta pidetään pääosin luotettavana ja uskottavana.

Co-opetition: Coexistence of cooperation and competition in public sector – A case study in one city’s public companies

Business actions do not take place in isolation. Complementary competencies and capabilities are the most important resources in the exponential knowledge growth. These resources are partially accessed via business partners. A company needs partners and the capability to cooperate, but also the awareness of the competitive tension, when operating in the market with multiple actors. The co-opetition research studies the occurrence and the forms of simultaneous cooperation and competition between companies or their units. Public sector’s governmental and municipal organs have been transformed into companies over the past years. Despite of their non-profit nature, public sector and public companies are adopting business doctrines from private sector towards efficient business operations. This case study aims to show, how co-opetition concept can be observed within public sector companies and in their operations with others, how public companies cooperate but also compete with others and why this happens. This thesis also explicates advantages and disadvantages of the co-opetition phenomenon.

CYP17A1 Enzyme activity is linked to ambulatory blood pressure in a family-based population study.

BACKGROUND: Genome-wide association studies have linked CYP17A1 coding for the steroid hormone synthesizing enzyme 17α-hydroxylase (CYP17A1) to blood pressure (BP). We hypothesized that the genetic signal may translate into a correlation of ambulatory BP (ABP) with apparent CYP17A1 activity in a family-based population study and estimated the heritability of CYP17A1 activity. METHODS: In the Swiss Kidney Project on Genes in Hypertension, day and night urinary excretions of steroid hormone metabolites were measured in 518 participants (220 men, 298 women), randomly selected from the general population. CYP17A1 activity was assessed by 2 ratios of urinary steroid metabolites: one estimating the combined 17α-hydroxylase/17,20-lyase activity (ratio 1) and the other predominantly 17α-hydroxylase activity (ratio 2). A mixed linear model was used to investigate the association of ABP with log-transformed CYP17A1 activities exploring effect modification by urinary sodium excretion. RESULTS: Daytime ABP was positively associated with ratio 1 under conditions of high, but not low urinary sodium excretion (P interaction <0.05). Ratio 2 was not associated with ABP. Heritability estimates (SE) for day and night CYP17A1 activities were 0.39 (0.10) and 0.40 (0.09) for ratio 1, and 0.71 (0.09) and 0.55 (0.09) for ratio 2 (P values <0.001). CYP17A1 activities, assessed with ratio 1, were lower in older participants. CONCLUSIONS: Low apparent CYP17A1 activity (assessed with ratio 1) is associated with elevated daytime ABP when salt intake is high. CYP17A1 activity is heritable and diminished in the elderly. These observations highlight the modifying effect of salt intake on the association of CYP17A1 with BP.

Palvelukonsernin Iiiketoimintayksikön suorituskyvyn mittaaminen

Kiristyvät markkinat ajavat yritykset tehostamaan toimintaansa. Suorituskyvyn mittaaminen on jo olennainen osa suomalaista yrityskulttuuria. Mittaamisen päätehtävä on tuottaa yritysjohdolle relevanttia informaatiota yrityksen tilasta ja auttaa valvomaan ja kehittämään toimintaa. Tämän tutkimuksen kohteena on palvelukonsernin Iiiketoimintayksikön suorituskyvyn mittaaminen. Tutkimuksen päätavoitteina on 1. valita palvelukonsernin liiketoimintayksikölle sopiva suorituskyvyn mittausjärjestelmä, 2. valita käytännöllinen implementointimalli sekä 3. laatia suorituskykymittaristo palvelukonsernin liiketoimintayksikölle. Tämä tutkimus jakautuu kahteen vaiheeseen. Ensimmäisessä vaiheessa tutkimuksen kohteena on suorituskyvyn teoria ja neljä erilaista mittausmenetelmää, joista valitaan yksi Iiiketoimintayksikön suorituskyvyn mittausjärjestelmäksi sekä syvempää tarkastelua varten. Tutkimuksen toisessa vaiheessa tutkitaan valitun mittausjärjestelmän ominaisuuksia strategisena johtamisjärjestelmänä sekä sen implementointimalleja. Toisen vaiheen keskeisin tutkimusosuus on suorituskykymittausjärjestelmän laadinta. Työn lopputuloksena syntyy palvelukonsernin Iiiketoimintayksikön suorituskyvyn mittausjärjestelmä sekä jatkotoimenpide-ehdotus Balanced Scorecardin laajentamiseksi Iiiketoimialan ohjausjärjestelmäksi.

International Partner Management in the Software Industry

The purpose of this research is to describe how the scope of internationalization affects partner management in software companies. The effects are analyzed separately for small and large companies. Partner management is described from three perspectives: who should manage partnerships, how they should be managed and how does the context affect the choice of management style. Inductive case study is selected as research design. Eventually four case companies are chosen. The findings reveal that the size of the company affects the volume whereas the scope of internationalization affects the choice of partner management activities. Companies with high scope of internationalization required a more formal yet flexible management system whereas companies with low scope of internationalization relied more on the informal relations and personal management.

Concentrações de amônio na água da chuva e estimativa de emissão de amônia de rebanhos domésticos de Pinheiro e Viana, Baixada Maranhense

Rainwater samples (bulk deposition samples) were collected in Pinheiro and Viana. Rainwater pHs were higher than the range usually expected for unpolluted rain (5.0-5.6). The highest values were found in the beginning of the rainy season. High concentrations of ammonium found in the rainwater samples could probably explain the high pHs. Grazing animals and other human activities, combined with soil characteristics and climatic conditions can be the potential factors controlling the rainwater concentrations of ammonium in Baixada Maranhense.

A problematização das atividades experimentais na educação superior em química: uma pesquisa com produções textuais docentes

Through the analysis of articles with proposals for experimental activities and with current pedagogical, epistemological and environmental discussion on experimentation by Chemistry professors, this paper investigates ways of highlighting relevant methodological characteristics that can be incorporated in experiments. Based on analysis of the suggestions for experiments it appears that of particular importance are: a concern for students' physical welfare and for the effects of residues; the need to confront an impoverished infrastructure that hinders experimentation; and the valorisation of clarifying student knowledge. It argues in favour of the need to set out the problems of experimentation in educators' professional development.

A problematização das atividades experimentais na educação superior em Química: uma pesquisa com produções textuais docentes - parte II

Through the analysis of articles with proposals for experimental activities and with current pedagogical, epistemological and environmental discussion on experimentation by Chemistry professors, this paper investigates ways of highlighting relevant methodological characteristics that can be incorporated in experiments. 102 articles from national periodicals were analysed, all of which suggested experiments for use in Chemistry higher education. Based on analysis of the suggestions for experiments it appears that of particular importance are: visions, such as those that explain a belief that experimentation incentivizes motivation and conceptual learning; awareness of observation influenced by empiricism; and "errors" of students, which enrich their knowledge.

TRIAGEM METABÓLICA POR PKS E NRPS EM ACTINOBACTÉRIAS ENDOFÍTICAS DE Citrus reticulata

Polyketides and non-ribosomal peptides are natural products widely found in bacteria, fungi and plants. The biological activities associated with these metabolites have attracted special attention in biopharmaceutical studies. Polyketide synthases act similarly to fatty acids synthetases and the whole multi-enzymatic set coordinating precursor and extending unit selection and reduction levels during chain growth. Acting in a similarly orchestrated model, non-ribosomal peptide synthetases biosynthesize NRPs. PKSs-I and NRPSs enzymatic modules and domains are collinearly organized with the parent gene sequence. This arrangement allows the use of degenerated PCR primers to amplify targeted regions in the genes corresponding to specific enzymatic domains such as ketosynthases and acyltransferases in PKSs and adenilation domains in NRPSs. Careful analysis of these short regions allows the classifying of a set of organisms according to their potential to biosynthesize PKs and NRPs. In this work, the biosynthetic potential of a set of 13 endophytic actinobacteria from Citrus reticulata for producing PKs and NRP metabolites was evaluated. The biosynthetic profile was compared to antimicrobial activity. Based on the inhibition promoted, 4 strains were considered for cluster analysis. A PKS/NRPS phylogeny was generated in order to classify some of the representative sequences throughout comparison with homologous genes. Using this approach, a molecular fingerprint was generated to help guide future studies on the most promising strains.

Kuivatuotetoimitusketjun kehittäminen

Diplomityön tarkoituksena on selvittää kuivatuotetoimitusketjun haasteet ja kehittää toimintaan parannuskeinoja. Kuivatuotetoimitusketjun kehittämisessä pyritään varmistamaan tärkeimpien asiakkaiden tilauksien toimitusvarmuus sekä parantamaan asiakkailta saatavaa kysyntätietoa. Näistä kahdesta osa-alueesta muodostuu kokonaisuus, jonka avulla parannetaan toimitusketjun suorituskykyä. Työn tuloksena kysynnän ennustettavuutta kehitetään lähtötilanteesta toteutetulla kysyntäennustelomakkeella, jonka avulla kerätään tietoa tärkeimpien asiakkaiden tulevasta kysynnästä. Analyyseissä valmisvarastoille määritetään optimitasot, jolloin materiaalinohjausta voidaan hallita systemaattisemmin. Laskelmien yksityiskohtaisia tuloksia ei sisällytetä työhön. Työssä tarkastellaan myös varastotilan riittävyyttä sekä vaihtoehtoja kapasiteetin lisäämiseksi.

Military crisis management in the next decade (2020-2030) : inducing consent or relying on compliance?

The most outstanding conceptual challenge of modern crisis management is the principle of consent. It is not a problem only at the operational level - it challenges the entire decision-making structures of crisis management operations. In post-cold war times and especially in the 21st century, there has been a transition from peacekeeping with limited size and scope towards large and complex peace operations. This shift has presented peace operations with a dilemma. How to balance between maintaining consent for peace operations, whilst being able to use military force to coerce those attempting to wreck peace processes? To address such a dilemma, this research aims to promote understanding, on what can be achieved by military crisis management operations (peace support operations) in the next decade. The research concentrates on the focal research question: Should military components induce consent or rely on the compliance of conflicting parties in crisis management operations of the next decade (2020 – 2030)? The focus is on military – political strategic level considerations, and especially on the time before political decisions to commit to a crisis management operation. This study does not focus on which actor or organisation should intervene. The framework of this thesis derives from the so called ‘peacebuilding space’, the scope of peace operations and spoiler theory. Feasibility of both peace enforcement and peacekeeping in countering future risk conditions are analysed in this framework. This future-orientated qualitative research uses the Delphi-method with a panel of national and international experts. Citation analysis supports identification of relevant reference material, which consists of contemporary literature, the Delphi-questionnaires and interviews. The research process followed three main stages. In the first stage, plausible future scenarios and risk conditions were identified with the Delphi-panel. In the second stage, operating environments for peace support operations were described and consequent hypotheses formulated. In the third stage, these hypotheses were tested on the Delphi-panel. The Delphi-panel is sufficiently wide and diverse to produce plausible yet different insights. The research design utilised specifically military crisis management and peace operations theories. This produced various and relevant normative considerations. Therefore, one may argue that this research; which is based on accepted contemporary theory, hypotheses derived thereof and utilising an expert panel, contributes to the realm of peace support operations. This research finds that some degree of peace enforcement will be feasible and necessary in at least the following risk conditions: failed governance; potential spillover of ethnic, religious, ideological conflict; vulnerability of strategic chokepoints and infrastructures in ungoverned spaces; as well as in territorial and extra-territorial border disputes. In addition, some form of peace enforcement is probably necessary in risk conditions pertaining to: extremism of marginalised groups; potential disputes over previously uninhabited and resource-rich territories; and interstate rivalry. Furthermore, this research finds that peacekeeping measures will be feasible and necessary in at least risk conditions pertaining to: potential spillover of ethnic, religious, ideological conflict; uncontrolled migration; consequences from environmental catastrophes or changes; territorial and extra-territorial border disputes; and potential disputes over previously uninhabited and resource-rich territories. These findings are all subject to both generic and case specific preconditions that must exist for a peace support operation. Some deductions could be derived from the research findings. Although some risk conditions may appear illogical, understanding the underlying logic of a conflict is fundamental to understanding transition in crisis management. Practitioners of crisis management should possess cognizance of such transition. They must understand how transition should occur from threat to safety, from conflict to stability – and so forth. Understanding transition is imperative for managing the dynamic evolution of preconditions, which begins at the outset of a peace support operation. Furthermore, it is pertinent that spoilers are defined from a peace process point of view. If spoilers are defined otherwise, it changes the nature of an operation towards war, where the logic is breaking the will of an enemy - and surrender. In peace support operations, the logic is different: actions towards spoilers are intended to cause transition towards consent - not defeat. Notwithstanding future developments, history continues to provide strategic education. However, the distinction is that the risk conditions occur in novel futures. Hence, lessons learned from the past should be fitted to the case at hand. This research shows compelling evidence that swaying between intervention optimism and pessimism is not substantiated. Both peace enforcement and peacekeeping are sine qua non for successful military crisis management in the next decade.

Introduction of the T-10 static line parachuting capability to the NH90 helicopter

The purpose of this study was to investigate the suitability of the Finnish Defence Forces’ NH90 helicopter for parachuting operations with the T-10 static line parachute system. The work was based on the Army Command’s need to compensate for the reduction in the outsourced flight hours for the military static line parachuting training. The aim of the research was to find out the procedures and limitations with which the NH90 IOC+ or FOC version helicopter could be used for static line parachutist training with the T-10B/MC1-1C parachutes. The research area was highly complicated and non-linear. Thus analytical methods could not be applied with sufficient confidence, even with present-day computing power. Therefore an empirical research method was selected, concentrating on flight testing supported with literature study and some calculated estimations. During three flights and 4.5 flight hours in Utti, Finland on 1720 September 2012, a total of 44 parachute drops were made. These consisted of 16 dummy drops and 28 paratrooper jumps. The test results showed that when equipped with the floor mounted PASI-1 anchor line, the deflector bar of the NHIndustries’ Parachuting Kit and Patria’s floor protection panels the Finnish NH90 variant could be safely used for T-10B/MC1-1C static line parachuting operations from the right cabin door at airspeed range of 5080 KIAS (90–150 km/h). The ceiling mounted anchor lines of the NHI’s Parachuting Kit were not usable with the T-10 system. This was due to the static lines’ unsafe behaviour in slipstream when connected to the cabin ceiling level. In conclusion, the NH90 helicopter can be used to meet the Army Command’s requirement for an additional platform for T-10 static line parachutist training. Material dropping, the effect of additional equipment and jumping from the rear ramp should be further studied.

Introduction of the T-10 static line parachuting capability to the NH90 helicopter

The purpose of this study was to investigate the suitability of the Finnish Defence Forces’ NH90 helicopter for parachuting operations with the T-10 static line parachute system. The work was based on the Army Command’s need to compensate for the reduction in the outsourced flight hours for the military static line parachuting training. The aim of the research was to find out the procedures and limitations with which the NH90 IOC+ or FOC version helicopter could be used for static line parachutist training with the T- 10B/MC1-1C parachutes. The research area was highly complicated and non-linear. Thus analytical methods could not be applied with sufficient confidence, even with present-day computing power. Therefore an empirical research method was selected, concentrating on flight testing supported with literature study and some calculated estimations. During three flights and 4.5 flight hours in Utti, Finland on 17−20 September 2012, a total of 44 parachute drops were made. These consisted of 16 dummy drops and 28 paratrooper jumps. The test results showed that when equipped with the floor mounted PASI-1 anchor line, the deflector bar of the NHIndustries’ Parachuting Kit and Patria’s floor protection panels the Finnish NH90 variant could be safely used for T-10B/MC1-1C static line parachuting operations from the right cabin door at airspeed range of 50−80 KIAS (∼90–150 km/h). The ceiling mounted anchor lines of the NHI’s Parachuting Kit were not usable with the T-10 system. This was due to the static lines’ unsafe behaviour in slipstream when connected to the cabin ceiling level. In conclusion, the NH90 helicopter can be used to meet the Army Command’s requirement for an additional platform for T-10 static line parachutist training. Material dropping, the effect of additional equipment and jumping from the rear ramp should be further studied.

Linguistic models for decision support

Linguistic modelling is a rather new branch of mathematics that is still undergoing rapid development. It is closely related to fuzzy set theory and fuzzy logic, but knowledge and experience from other fields of mathematics, as well as other fields of science including linguistics and behavioral sciences, is also necessary to build appropriate mathematical models. This topic has received considerable attention as it provides tools for mathematical representation of the most common means of human communication - natural language. Adding a natural language level to mathematical models can provide an interface between the mathematical representation of the modelled system and the user of the model - one that is sufficiently easy to use and understand, but yet conveys all the information necessary to avoid misinterpretations. It is, however, not a trivial task and the link between the linguistic and computational level of such models has to be established and maintained properly during the whole modelling process. In this thesis, we focus on the relationship between the linguistic and the mathematical level of decision support models. We discuss several important issues concerning the mathematical representation of meaning of linguistic expressions, their transformation into the language of mathematics and the retranslation of mathematical outputs back into natural language. In the first part of the thesis, our view of the linguistic modelling for decision support is presented and the main guidelines for building linguistic models for real-life decision support that are the basis of our modeling methodology are outlined. From the theoretical point of view, the issues of representation of meaning of linguistic terms, computations with these representations and the retranslation process back into the linguistic level (linguistic approximation) are studied in this part of the thesis. We focus on the reasonability of operations with the meanings of linguistic terms, the correspondence of the linguistic and mathematical level of the models and on proper presentation of appropriate outputs. We also discuss several issues concerning the ethical aspects of decision support - particularly the loss of meaning due to the transformation of mathematical outputs into natural language and the issue or responsibility for the final decisions. In the second part several case studies of real-life problems are presented. These provide background and necessary context and motivation for the mathematical results and models presented in this part. A linguistic decision support model for disaster management is presented here – formulated as a fuzzy linear programming problem and a heuristic solution to it is proposed. Uncertainty of outputs, expert knowledge concerning disaster response practice and the necessity of obtaining outputs that are easy to interpret (and available in very short time) are reflected in the design of the model. Saaty’s analytic hierarchy process (AHP) is considered in two case studies - first in the context of the evaluation of works of art, where a weak consistency condition is introduced and an adaptation of AHP for large matrices of preference intensities is presented. The second AHP case-study deals with the fuzzified version of AHP and its use for evaluation purposes – particularly the integration of peer-review into the evaluation of R&D outputs is considered. In the context of HR management, we present a fuzzy rule based evaluation model (academic faculty evaluation is considered) constructed to provide outputs that do not require linguistic approximation and are easily transformed into graphical information. This is achieved by designing a specific form of fuzzy inference. Finally the last case study is from the area of humanities - psychological diagnostics is considered and a linguistic fuzzy model for the interpretation of outputs of multidimensional questionnaires is suggested. The issue of the quality of data in mathematical classification models is also studied here. A modification of the receiver operating characteristics (ROC) method is presented to reflect variable quality of data instances in the validation set during classifier performance assessment. Twelve publications on which the author participated are appended as a third part of this thesis. These summarize the mathematical results and provide a closer insight into the issues of the practicalapplications that are considered in the second part of the thesis.