Multi-Channel-Management im Spannungsfeld von Kundenzufriedenheit und Organisation

Technologische Entwicklungen wie der massenhafte Einzug des Internets haben dazu geführt, die gewachsenen Absatzketten insbesondere im Handel zumindest teilweise außer Kraft zu setzen. Das Management von Kundenkontakten stellt Unternehmen vor neue Herausforderungen, da der multioptionale Konsument zur Realität geworden ist. Vor diesem Hintergrund wird mittels dreier empirischer Studien, durchgeführt vom Institut für Handelsmanagement und Netzwerkmarketing, ein Modell der Zufriedenheit von Konsumenten im Internet hergeleitet, welches den Unternehmen neue Ansatzpunkte präsentiert, um erfolgreich im Markt zu bestehen.

Channel Partner Program Benchmark

Tämän diplomityön tavoitteena on vertailla maailmanlaajuisen sähköalan yhtiön kanavapartneriohjelmaa yhtiön kilpailijoiden vastaaviin ohjelmiin, sekä laatia yhtiön käyttöön konkreettinen työkalu kanavapartneriohjelmien vertailua varten. Tavoitteena on myös tutkimuksessa kerätyn tiedon perusteella selvittää yhtiön kanavapartneriohjelman vahvuudet ja heikkoudet. Tässä diplomityössä tutkimusongelmaa on ensin tarkasteltu kirjallisuuden valossa, keskittyen kirjallisuuteen kilpailijavertailusta sekä jakelukanavista. Kilpailijavertailu, benchmark,on kuvattu tässä yhteydessä osana laadunhallintaa, painottaen yleisesti käytössä olevaa Campin 10 askeleen kilpailijavertailuprosessia. Tässä tutkimuksessa tarkasteltavat jakelukanavateoriat on jaoteltu kahteen osaan; jakelukanavan rakennetta käsitteleviin teorioihin sekä jakelukanavan hallintaa käsitteleviin teorioihin. Ensin mainitussa keskitytään lähinnä jakelukanavamalleihin ja -tyyppeihin, ja toisessa lähemmin partneri -käsitteeseen; kumppanuuteen, kanavapartnereihin ja kanavapartneriohjelmiin. Tavoitteena oli kerätä mahdollisimman tarkkaa ja ajankohtaista tietoa tutkimuksen kohteena olevien kilpailijayritysten kanavapartneriohjelmista. Tämä osoittautui varsin haastavaksi tehtäväksi. Tarpeeksi tietoa saatiin kuitenkin kerättyä sekä kirjallisuudesta että tehdyn kyselyn avulla, mikä mahdollisti alkuperäisenä tavoitteena olleen kilpailijavertailun sekä sen pohjalta tehdyt analyysit.

The new era of customer experience in the omni-channel environment of a communication service provider

This study discusses the evolution of an omni-channel model in managing customer experience. The purpose of this thesis is to expand the current academic literature available on omni-channel and offer suggestions for omni-channel creation. This is done by studying the features of an omni-channel approach into engaging with customers and through the sub-objectives of describing the process behind its initiation as well as the special features communication service providers need to take in consideration. Theories used as a background for this study are related to customer experience, channel management, omni-channel and finally change management. The empirical study of this thesis consists of seven expert interviews conducted in a case company. The interviews were held between March and November 2014. One of the interviewees is the manager of an omni-channel development team, whilst the rest were in charge of the management of the various customer channels of the company. The organization and analysis of the interview data was conducted topically. The use of themes related to major theories on the subject was utilized to create linkages between theory and practice. The responses were also organized in two groups based on the viewpoint to map responses related to the company perspective as well as the customers´ perspective. The findings in this study are that omni-channel is among the best tools for companies to respond to the challenge induced by changing customer needs and preferences, as well as intensifying competitive environment. The omni-channel model was found to promote excellent customer experience and thus to be a source of competition advantage and increasing financial returns by creating an omni-experience for the customer. Through omniexperience customers see all of the transactions with a company presenting one brand and providing ease and effortlessness in every encounter. The processes behind omni-channel formulation were identified as customer experience proclaimed as the most important strategic goal, mapping and establishing a unified brand experience in all (service) channels and empowering the first line personnel as the gate keepers of omniexperience. Further the tools, measurement and supporting strategies were to be in accordance with the omni-channel strategy and the customer needs to become a partner in a two way transaction with the firm. Based on these findings a model for omni-channel creation is offered. Future research is needed to firstly, further test these findings and expand the theoretical framework on omni-channel, as it is quite scarce to date and secondly, to increase the generalizability of the model suggested.

Sisäinen laskenta-ajattelu monikanavamallissa. Case: Etelä-Karjalan Osuuspankki

Tutkielman tavoitteena on luoda suuntaviivat Etelä-Karjalan Osuuspankin uudelle sisäisen laskennan ajattelutavalle, joka tukisi palvelukanavien yhteistyötä ja poistaisi niiden välistä keskinäistä kilpailua. Käsiteanalyyttisessä teoriaosiossa analysoidaan laskenta-ajattelun muutostarvetta aikaisemman teoreettisen kirjoittelun perusteella. Empiirisessä osiossa analysoidaan Etelä-Karjalan Osuuspankin laskenta-ajattelun nykytilaa sekä toiminnan muutoksia, jotka luovat tarpeen uudelle laskenta-ajattelulle. Tutkielman tutkimusote koko työn osalta on hermeneuttinen, eli ymmärtämään pyrkivä. Empiirinen osuus sisältää myös normatiivisia piirteitä. Tutkimustulosten mukaan kanavakohtainen kannattavuuslaskenta on hylättävä ja siirryttävä kannattavuuden osalta pankkitasoiseen tarkasteluun. Sisäisen laskennan tulee selventää edelleen eri kanavien rooleja ja korostaa uuden ansainnan tärkeyttä. Sen pitää myös tukea eri palvelukanavien välistä yhteistyötä.

Distribution of Smart Solutions for External Lighting in Switzerland - Case C2 Smartlight Ltd.

Establishing of export operations is the key to the competitiveness for all producing companies in high-tech industry. Distribution partnerships between exporting producer and local distributors of relevant foreign market are utilized by SMEs to gain cost-efficiency of operation. The purpose of this study was to investigate the Swiss market of outdoor lighting solutions and propose distribution channels for the case of company C2 SmartLight Ltd. The literature framework consists of three main parts: description of distribution channels for business products, the selection process of the distributor and management of the distributors. The empirical part of this study composed of the observation of Swiss lighting market, highlighting key customers, trends of energy efficiency and key industry players of the lighting market. The aim was to identify potential distribution channels, which reach the target customer groups and identify the market opportunity. Secondly, the data was collected through semi-structured phone interviews. The company, which operates in outdoor lighting business and has an established distributor in Switzerland, was interviewed and used as a benchmark. As a result of this research the market opportunity for distribution of C2 SmartLight products was identified based on potential customers and market need. C2 SmartLight Ltd. should establish a connection with wholesalers that distribute easy to handle and store electrical equipment. The results of this study can be used by other SME companies, operating in a similar field of economy, for selection of distributors.

Flood inundation dynamics and socioeconomic vulnerability under environmental change

Floods are a major threat to human existence and historically have both caused the collapse of civilizations and forced the emergence of new cultures. The physical processes of flooding are complex. Increased population, climate variability, change in catchment and channel management, modified landuse and land cover, and natural change of floodplains and river channels all lead to changes in flood dynamics, and as a direct or indirect consequence, social welfare of humans. Section 5.16.1 explores the risks and benefits brought about by floods and reviews the responses of floods and floodplains to climate and landuse change. Section 5.08.2 reviews the existing modeling tools, and the top–down and bottom–up modeling frameworks that are used to assess impacts on future floods. Section 5.08.3 discusses changing flood risk and socioeconomic vulnerability based on current trends in emerging or developing countries and presents an alternative paradigm as a pathway to resilience. Section 5.08.4 concludes the chapter by stating a portfolio of integrated concepts, measures, and avant-garde thinking that would be required to sustainably manage future flood risk.

Temporal Differences in the Hydrologic Regime of the Lower Platte River, Nebraska, 1895–2006

In cooperation with the Lower Platte South Natural Resources District for a collaborative study of the cumulative effects of water and channel management practices on stream and riparian ecology, the U.S. Geological Survey (USGS) compiled, analyzed, and summarized hydrologic information from long-term gaging stations on the lower Platte River to determine any significant temporal differences among six discrete periods during 1895-2006 and to interpret any significant changes in relation to changes in climatic conditions or other factors. A subset of 171 examined hydrologic indices (HIs) were selected for use as indices that (1) included most of the variance in the larger set of indices, (2) retained utility as indicators of the streamflow regime, and (3) provided information at spatial and temporal scale(s) that were most indicative of streamflow regime(s). The study included the most downstream station within the central Platte River segment that flowed to the confluence with the Loup River and all four active streamflow-gaging stations (2006) on the lower Platte River main stem extending from the confluence of the Loup River and Platte River to the confluence of the Platte River and Missouri River south of Omaha. The drainage areas of the five streamflow-gaging stations covered four (of eight) climate divisions in Nebraska—division 2 (north central), 3 (northeast), 5 (central), and 6 (east central).

Acidentes com hipoclorito de sódio

O objectivo deste trabalho consistiu em definir, com base na evidência científica mais recente sobre Acidentes com hipoclorito de sódio, diferentes protocolos para a prevenção e tratamento dos acidentes causados no âmbito da endodontia. O Hipoclorito de Sódio é o irrigante frequentemente mais utilizado durante o Tratamento Endodôntico, devido às suas excelentes propriedades, capacidade de dissolver tecidos e capacidade bactericida. Há diversos factores que podem influenciar o modo de atuação do NaOCl, tais como: a concentração, a temperatura, o pH, o tempo/volume de irrigação, a agitação do irrigante, os métodos de introdução do irrigante, a conicidade apical e a profundidade de colocação da agulha. A pesquisa bibliográfica deste trabalho foi realizada nas bibliotecas da Universidade Fernando Pessoa e Faculdade de Medicina Dentária da Universidade do Porto e nos motores de internet Pubmed, Science Direct, Scielo e B-On, entre Junho de 2016 a Outubro de 2016. As palavras utilizadas para a pesquisa foram as seguintes: “desinfection endodontics”, “endodontics”, “endodontic treatment”, “sodium hypochlorite”, “irrigants endodontics”, “sodium hypochlorite accidents”, “irrigation methods”, “root canal irrigant”, “management NaOCL accidents”.

Implementation of Customer Relationship Management system to support channel partners

Työn tavoitteena oli selvittää, kokevatko matkapuhelinalalla toimivat kanavapartnerit heitä varten suunnitellun asiakassuhdehallintajärjestelmän lisäarvopalveluna vaiko eivät. Työ toteutettiin asiakastyytyväisyystutkimuksen avulla, jossa mitattiin erilaisten partnereiden asennetta palvelua kohtaan. Työn tuloksena ilmeni, että palvelussa olevan informaation määrällä ei ollut suurta vaikutusta asiakkaiden tyytyväisyyteen. Syyt ovat pikemminkin yleisissä asenteissa vastaavia palveluja kohtaan.

Energy Management in Wireless Sensor Networks: A Crosslayer,Channel Adaptive Approach Towards Performance Optimization

The proliferation of wireless sensor networks in a large spectrum of applications had been spurered by the rapid advances in MEMS(micro-electro mechanical systems )based sensor technology coupled with low power,Low cost digital signal processors and radio frequency circuits.A sensor network is composed of thousands of low cost and portable devices bearing large sensing computing and wireless communication capabilities. This large collection of tiny sensors can form a robust data computing and communication distributed system for automated information gathering and distributed sensing.The main attractive feature is that such a sensor network can be deployed in remote areas.Since the sensor node is battery powered,all the sensor nodes should collaborate together to form a fault tolerant network so as toprovide an efficient utilization of precious network resources like wireless channel,memory and battery capacity.The most crucial constraint is the energy consumption which has become the prime challenge for the design of long lived sensor nodes.

Channel Adaptive MAC Protocol with Traffic-Aware Distributed Power Management in Wireless Sensor Networks-Some Performance Issues

In Wireless Sensor Networks (WSN), neglecting the effects of varying channel quality can lead to an unnecessary wastage of precious battery resources and in turn can result in the rapid depletion of sensor energy and the partitioning of the network. Fairness is a critical issue when accessing a shared wireless channel and fair scheduling must be employed to provide the proper flow of information in a WSN. In this paper, we develop a channel adaptive MAC protocol with a traffic-aware dynamic power management algorithm for efficient packet scheduling and queuing in a sensor network, with time varying characteristics of the wireless channel also taken into consideration. The proposed protocol calculates a combined weight value based on the channel state and link quality. Then transmission is allowed only for those nodes with weights greater than a minimum quality threshold and nodes attempting to access the wireless medium with a low weight will be allowed to transmit only when their weight becomes high. This results in many poor quality nodes being deprived of transmission for a considerable amount of time. To avoid the buffer overflow and to achieve fairness for the poor quality nodes, we design a Load prediction algorithm. We also design a traffic aware dynamic power management scheme to minimize the energy consumption by continuously turning off the radio interface of all the unnecessary nodes that are not included in the routing path. By Simulation results, we show that our proposed protocol achieves a higher throughput and fairness besides reducing the delay

Patients with biallelic mutations in the chloride channel gene CLCNKB: long-term management and outcome

BACKGROUND: Little information on the management and long-term follow-up of patients with biallelic mutations in the chloride channel gene CLCNKB is available. METHODS: Long-term follow-up was evaluated from 5.0 to 24 years (median, 14 years) after diagnosis in 13 patients with homozygous (n = 10) or compound heterozygous (n = 3) mutations. RESULTS: Medical treatment at last follow-up control included supplementation with potassium in 12 patients and sodium in 2 patients and medical treatment with indomethacin in 9 patients. At the end of follow-up, body height was 2.0 standard deviation score or less in 6 patients; 2 of these patients had growth hormone deficiency. Body weight (channel gene CLCNKB tend to present with pathological proteinuria and impaired kidney function after a median follow-up of 14 years, and growth retardation is common and sometimes related to growth hormone deficiency in these patients.

Channel Islands National Marine Sanctuary management plan /

Mode of access: Internet.