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Toimintasuunnitelma monikanavaisen asiakaskokemuksen ja digitaalisen liidien hallinnan kehttämiseksi
Get PDFCustomer experience is an established construct in business, however its strategic importance has been understood only recently. Customer experience starts long before the actual point of purchase, which is why it is important to manage the customer experience throughout the customer’s buying journey. Customer experience management has become a key focus area for companies as characteristics of value creation and customer relationship management have evolved through time towards customer engagement. Digitalization has also impacted the concept of customer experience and digital technologies have introduced a digital dimension to traditional customer experience, enabling a sense of omnichannel experience for customers. The purpose of this thesis is to study how lead nurturing through digital technologies can be utilized in creating an omnichannel customer experience in a business-to-business (B2B) environment and present an action plan of how to achieve the organizational state of being able to reach tangible benefits from omnichannel customer experience and digital lead management.
This thesis consists of a theoretical part and an empirical part. The theoretical part is conducted as a literature review related to traditional conceptions of customer experience as well as digital customer experience enablers from strategy, culture, competence and technology perspectives. The theoretical part also includes a review into the concept of customer journey and its relations to omnichannel customer experience. The empirical part is carried out as a qualitative interview research, where various stakeholders from the target organization as well as external experts were interviewed to formulate an understanding of the current and desired target states of the thesis focus areas in the organization. Empirical study results were further analyzed to formulate action recommendations for the target organization based on both theoretical and empirical findings.
The results of this study revealed that to be able to leverage digital lead nurturing for creating an omnichannel customer experience and achieve tangible results require major efforts from a traditional B2B company with low or moderate digital maturity level. The main issues are related to sufficient digital technologies and tools, competences as well as processes that need to be properly defined, managed and utilized to be able to manage leads digitally and nurture them efficiently as well as create a seamless omnichannel customer experience
The standardization of foundation and frame structures of the small residential building
Get PDFRakennusala on jo pitkään kamppaillut heikon laadun ja matalan tuottavuuden ongelmien kanssa. Monesti ratkaisuna laatu- ja tuottavuusongelmiin esitetään rakennustuotteiden esivalmistusasteen nostoa ja modulaarisuuden hyödyntämistä rakentamisessa. Näiden ehdotusten käytännön sovelluksissa rakenteiden, rakennustuotteiden ja rakentamisen prosessien vakiointi ovat keskeisessä osassa.
Tämän tutkimuksen tavoitteena on tutkia rakenteiden ja prosessien vakiointia yleisesti sekä vakioinnilla saavutettavissa olevia hyötyjä rakennusliikkeen liiketoiminnalle. Lisäksi tutkimuksessa selvitetään kohdeyrityksen pientalotuotteesta haastaviksi koettuja rakenneratkaisuja ja pyritään kehittämään niihin vakioidut ratkaisut.
Tutkimus käsittää kaksi toisistaan melko irrallista kokonaisuutta. Vakiointia ja sen sovelluksia sekä vaikutuksia kohdeyrityksen liiketoimintaan selvitetään kirjallisuuden perusteella. Näkökulmina on erityisesti esivalmistusasteen nosto rakennustuotannossa, massaräätälöinnin hyödyntäminen sekä tilaelementtien käyttö.
Rakenteiden vakiointia selvitetään kvalitatiivisena tapaustutkimuksena, missä tutkimusaineisto kerätään teemahaastatteluilla sekä kohdeyrityksen aiempien hankkeiden dokumentaatiosta. Kehitysehdotuksia arvioidaan kohdeyrityksen työntekijöiden kesken asiantuntijatyöpajassa.
Tutkimuksen tuloksina laaditaan kehitysehdotuksia, miten vakiointia voidaan hyödyntää kohdeyrityksen liiketoiminnassa sekä minkälaisia hyötyjä ja riskejä vakiointiin mahdollisesti liittyy. Lisäksi laaditaan kohdeyrityksen pientalotuotteelle vakioidut rakenneratkaisut
User interface design of meta model repository for IoT devices
Get PDFInternet of Things (IoT) has become prevalent in recent years. IoT works as a gigantic network in which the vast set of devices are integrated and interconnected. These devices include sensors, gateways and other smart objects. Accordingly, plenty of data models are produced to define and describe IoT devices by various organizations and manufacturers. Those data models significantly help in device management. However, it seems that the sharing and presenting of data models is not so effective. For a variety of organizations have different standardized ways exist to manage and present data models. Particularly, one device may have multiple data models. They are generated as diverse data formats of defining a device and distributed in different platforms. Consequently, to facilitate developers and enterprises’ work with data models, existing practices of data model management still need to be upgraded.
This master’s thesis proposes a user interface design solution for a meta model repository for IoT devices. Based on the exploration of various collaboration platforms, it analyses the selected platform with its aspects that make it easy to share the models while allow collaboration. Additionally, the study includes the research work on exploring current state of data models. The analysis of different collaboration platforms is also reported. Throughout the design process, user-centered design (UCD) methodology was applied to help create a usable repository in terms of both its user interface and its functionality. In this regard, two rounds of usability testing (6 and 7 participants, respectively) were conducted, which aimed to collect insights and requirements from users. The relevant results are presented and discussed.
The outcome of this thesis is a functional meta model repository which has been designed iteratively during user tests. It starts with support of Lightweight machine to machine (LWM2M) data models. With more data models appear, the repository will be more valuable and significant. More importantly, the repository can be extended to machine to machine communication in future. Therefore, the result of this thesis also demonstrates perceptions about the possibilities of the repository in future use
Vastuullinen johtaminen suomalaisessa kotihoidossa - Vaikutusten mallintaminen yhteiskunnan ja yrityksen tasolla
Get PDFFinnish public home care providers will confront major challenges due to the aging of society. The change in the operational environment is predicted to be drastic. As a result, the workload in the home care services will increase, the availability of skillful work-force will decrease, and there are fewer people to support public services. Furthermore, the financial crisis in 2008 caused a sustainability gap in the Finnish government finance, which has led to a political decision to decrease the costs of healthcare. Therefore, the public home care providers will meet a challenge to serve more customers with less resources, which requires innovation of novel methods to maintain the service quality in public elderly care. System dynamics modeling was used to enhance the understanding of the operational environment of public home care providers, and to evaluate responsible management as a potential solution for the challenges. The modeling was guided by the case home care organizations’ primary interest in the governance part of responsible management, and their ultimate target to maintain customers’ quality of life.
The structural analysis of the model discovered that the dynamics of the system mainly results from the interaction of three balancing and four self-reinforcing feedback loops. According to the structural analysis, the work pressure is an important variable in the system. The analysis proposes that home care providers should have adequate resources to avoid vicious cycles. If the system ended up in a vicious cycle, the elderly care system would produce poor quality and high costs. The simulation analysis evaluated the outcomes of three budget policies and two technology policies. The analysis revealed that the dynamic budget was the only budget policy that allowed adequate resources for the home care provider to manage the increased workload. Both static budget and constant resources policies were not able to prevent the system from drifting to a vicious cycle. The selected technology policy had a smaller impact on the functioning of the elderly care but affected the overall costs.
The policy design suggested that the budget policy should take into account the changes of key indicators in the operational environment. This would allow a budget policy that ensures sufficient resources for the home care provider but prevents overspending due to a careless management. The trends of customers and their health are potential key indicators. The policy design also proposed that technological applications should be included in the home care operations to improve the cost efficiency. Another discovered method to improve the cost efficiency is to recruit sufficient number of employees to avoid the need for costly temporary workforce
Environmental impacts of road construction
Get PDFTässä kandidaatin työssä on käsitelty tierakentamisen ympäristövaikutuksia ja niiden mittaamista. Tierakentamisesta aiheutuu monenlaisia, laadultaan ja vaikuttavuudeltaan erilaisia ympäristövaikutuksia. Rakentamisen aikaiset välittömät vaikutukset, kuten melu, pöly ja tärinä ovat helposti havaittavia tierakentamisen ympäristövaikutuksia. Rakentamisen tuotteesta eli valmiista tiestä aiheutuvat ympäristövaikutukset eivät ole välttämättä yhtä helposti havaittavissa, mutta ne voivat ilmetä esimerkiksi palveluiden saavutettavuuden tai liikenneturvallisuuden paranemisena, mikä voi koskettaa tällöin useaakin sidosryhmää.
Jotta tierakentamisen kannattavuutta voidaan arvioida, pitää eri vaikutuksia pystyä mittaamaan ja muuttamaan vertailukelpoiseen muotoon. Yksiselitteinen mittaaminen ei aina ole mahdollista. Ympäristövaikutuksia voidaan muuttaa kustannuksiksi ja sitä kautta laskea hankkeen hyöty-kustannussuhdetta. Etenkin liikenteellisen palvelutason ja liikenneturvallisuuden paraneminen on usein hyvä indikaattori kannattavasta tiehankkeesta.
Perinteinen tiehanke koostuu suunnitteluvaiheesta, toteutusvaiheesta sekä hoito ja ylläpito -vaiheesta. Ympäristövaikutusten arviointi on tärkeä osa jokaista hankkeen vaihetta. Ympäristövaikutusten arviointi on oleellinen osa yleissuunnitteluvaihetta, etenkin jos laki edellyttää hankkeessa noudatettavaksi ympäristövaikutusten arviointimenettelyn. Rakentamisen aikana vaikutuksia ympäristöön voidaan mitata ja havainnoida esimerkiksi viikoittaisissa työmaan turvallisuusmittauksissa, mutta pelkästään ympäristönhallintaan räätälöityjä mittareita ei juuri ole kehitetty.
Kirjallisuuden perusteella tierakentamisen keskeisiä ympäristövaikutuksia ovat melu, pöly, tärinä, päästöt maaperään ja ilmaan, luonnonvarojen kulutus sekä vaikutukset ihmisten elinoloihin ja viihtyvyyteen, maankäyttöön ja yhdyskuntarakenteeseen, pinta- ja pohjavesiin, luonnon monimuotoisuuteen sekä maisema- ja kulttuuriympäristöön. Ympäristövaikutuksia, kuten melua, pölyä ja tärinää voidaan mitata erilaisilla mittareilla ja verrata saatuja tuloksia säädöksissä määrättyihin raja- tai ohjearvoihin. Monia ympäristövaikutuksia ei voida kuitenkaan yksiselitteisesti mitata, vaan tarvitaan laajempia selvityksiä. Esimerkiksi vaikutuksia luonnon monimuotoisuuteen arvioidaan luontoselvityksin ja vaikutuksia ihmisten elinoloihin ja viihtyvyyteen voidaan arvioida muun muassa liikenneturvallisuuden tai kyselytutkimusten avulla
Methods for Measuring Performance of Room Air Cleaners
Get PDFHuonosta sisäilmasta on tullut merkittävä ongelma sisäilmassa esiintyvien epäpuhtauksien lisäännyttyä sekä ulkoisista että sisäisistä lähteistä johtuen. Mikäli sisäilman laatua heikentävät ulkoilman tai sisäisten lähteiden tuottamat hiukkasmaiset ja kaasumaiset epäpuhtaudet, voidaan ilman laatua parantaa huonekohtaisilla ilmanpuhdistimilla. Ilmanpuhdistimien tehokkuus poistaa sisäilmassa esiintyviä epäpuhtauksia tulee määrittää, jotta voidaan vakuuttua laitteen toimivuudesta, tehdä tilakohtaisesti oikea laitevalinta, ja näin mahdollistaa huonosta sisäilmasta aiheutuvien terveyshaittojen väheneminen.
Työn tavoitteena oli luoda laaja katsaus huonekohtaisten ilmanpuhdistimien suorituskyvyn määrittämisessä käytettyihin mittausmenetelmiin, jotta saataisiin tietoa, miten optimaalinen suorituskyky tulisi parhaiten todentaa. Suorituskykyä keskityttiin tarkastelemaan hiukkasmaisten ja kaasumaisten epäpuhtauksien suodatuskyvyn sekä mahdollisten sivutuotteena syntyvien epäpuhtauksien tuoton osalta. Tutkimus toteutettiin kirjallisuuskatsauksena, jossa lähteinä toimivat kansalliset ja kansainväliset standardit ja menetelmät sekä muut aiheeseen liittyvät julkaisut.
Suorituskyvyn määrittämisen menetelmiä löytyi useita. Tarkemman tarkastelun kohteeksi valittiin kahdeksan menetelmää: kaksi yhdysvaltalaista, kiinalainen, japanilainen, ranskalainen, kaksi pohjoismaista sekä yksi kansainvälinen. Menetelmiä vertailtiin keskenään, jotta saatiin katsaus yleisesti käytössä olevista menetelmistä ilmanpuhdistimen suorituskyvyn arvioimiseksi ja niiden soveltuvuudesta ilmanpuhdistimen optimaalisen suorituskyvyn todentamiseksi.
Huonekohtaisen ilmanpuhdistimen suorituskyvyn arviointimenetelmän tulisi sisältää puhdistimen tehokkuuden arvioinnin tilan kokoon ja ilmanvaihtoon nähden. Arvioinnin tulee perustua ilmanpuhdistimen puhtaan ilman tuoton määrään, joka on määritetty hiukkasilla ja kaasuilla. Lisäksi tulee varmistaa, että ilmanpuhdistin ei tuota sivutuotteena haitallisia epäpuhtauksia. Tässä tarkastelussa ei löytynyt menetelmää, joka olisi sisältänyt kaikki tarpeelliset menetelmät ja laskelmat. Parhaillaan kehitteillä oleva kansainvälinen ISO-standardimenetelmä tulee olemaan huonekohtaisten ilmanpuhdistimien suorituskyvyn tutkimukselle keskeinen ja tulee toivottavasti yhtenäistämään ja fokusoimaan tarkastelua
Ohutlevykustannuslaskenta kappaleen suunnittelumallista
No full textManufacturing cost and machining time estimations are important processes during design, quotation and process planning. Customers would like to have responses instantly for their requests for quotations. CAD-designers would like see the impacts of design changes on cost. In process planning phase cost and machining time information can be used for selecting which machine is used to manufacture parts.
The purpose of this study was to develop cost estimation model for estimating manufacturing costs for given sheet metal 3D-design model. This study focused especially into estimating machining time and material usage for machines using laser cutting, punching, forming and shear cutting technologies. Objectives for the study were that estimation model would be capable of giving estimates automatically and fast, estimates should be reasonably accurate in order to use them in practice and it should be possible to train model based on existing production data.
Neural network based model was developed for estimating machining time and material usage. Also different methods were developed for analyzing and measuring machining times and material usages for individual parts from existing production data. These measurements were used for training neural network models. Automatic feature recognition was used for processing 3D-models. This allowed processing 3D-models from different CAD-systems. Cost estimation model was implemented as web-based service which can be integrated into client applications over internet.
Final result was software implementation of the cost estimation model that could be trained by existing production data. Model can give cost estimation simultaneously for different machine types quickly and automatically. Also estimates were evaluated to be accurate enough for practical usage
FPGA based Ethernet media level tester
Get PDFEthernet is a mature technology with wide usage area in devices communicating with each other. Internet of Things is constantly increasing the number of devices in the world-wide network. Security of aspects of these devices should be considered carefully, creating the need to test devices on Ethernet level.
This thesis presents design and implementation of a test device functioning on media level of Ethernet. By modifying, injecting and monitoring Ethernet frames transmitted on the communication media, the functionality of a device under testing can be debugged and tested in different situations. The test device is a multi-purpose communication tester, providing several possible usage areas, but is originally developed for debugging and testing purposes for a custom communication protocol used in Ethernet based automation system. At the time of writing this, the tester is already in use as a part of other test equipment of the automation system.
The tester is implemented using existing automation device, consisting four Ethernet ports and an FPGA chip. All functionality is implemented on FPGA, making the implementation work on the hardware level. This brings new possibilities compared to testing Ethernet devices with multifunctional processor based design. The tester is to be connected to the communication media between the tested devices. In a normal situation, the tester device is routing unmodified frames through it with only insignificant delays, making it invisible to surrounding devices. However, based on user commands, frames can be modified runtime or inject new frames to inputs of a device under testing.
There are some related commercial Ethernet testing devices already on the market. However, those are found to be expensive and does not provide similar features for frame modifying than the device introduced here. Main drivers for the project was to develop low cost or free testing and monitoring device with the possibility to update the features based on needs found in future.
The thesis presents basics of Ethernet with two lowest OSI-layers, functional principles of FPGA chips and other needed aspects on theory level. The theory is then followed by introducing functionalities, design, and implementation of the device. Afterwards, we take a look at the actual tests, how those function and observations noticed during testing. Lastly, we summarize briefly the thesis and consider the possible future development of the project
Performance index for closed-loop controls
Get PDFControl performance assessment is becoming increasingly important, as processes are wanted to be as efficient as possible. Performance assessment measures can indicate how well the controllers are functioning, and what can be done to improve their performance. They can be used as an aid in tuning the controller, as well as to monitor the control performance during process operation.
The aim of this thesis is to present methods developed for control performance assessment, and evaluate the usability of these methods in assessing the performance of marine engine controls. After presenting the theory, a method to assess the engine control performance is developed. The factors needed to be taken into account regarding the specific processes are discussed. The developed algorithms are then evaluated first with a basic process model and PID control function. Once the functionality is tested, the methods are evaluated with an engine model. Finally, the performance assessment methods are evaluated on an actual engine. Their usability and limitations are discussed, and further actions to be taken are presented.
This thesis provides an overview on the present performance assessment methods avail-able, discusses their practical implementation, and their usefulness in marine engine control performance evaluation. However, it is only a start to developing a functioning engine control performance assessment tool. Further developing is still needed. More tests on the actual engine process controls need to be done, to verify the functionality of the methods in different situations. Also, a simplified result from the performance assessment tool should be provided to have one clear value to indicate the whole engine control performance
Elektronirakenteen tiheysfunktionaaliteoriaan perustuvat simulaatiot vedyn adsorptiolle Pt-Ni nanoklustereiden pinnoilla
No full textThe development of affordable and earth-abundant electrocatalysts for the hydrogen evolution reaction (HER) has attracted great attention in recent years. The effective production of molecular hydrogen is of crucial importance, because it could provide a practical solution to the energy storage problem of renewable energy. The platinum group metals (PGMs) are the best HER catalysts, but their large-scale applicability is limited by their high cost, scarcity, and high supply risk. Therefore, finding alternative HER catalysts or reducing the amount of PGMs in catalysts is essential.
In the present work, density functional theory calculations were performed on small 55-atom Pt-Ni nanoclusters to study their activity towards HER. Two compositions, Pt12Ni43 and Pt20Ni35, were studied in the gas phase and on a gamma-Al2O3 support. The critical hydrogen coverages were determined using the method based on the differential free energy of hydrogen adsorption. The free energy of hydrogen adsorption was used as a descriptor of the HER activity. This descriptor has been successful in predicting the HER activity of various non-noble materials, such as molybdenum disulfide (MoS2) edges and transition metal phosphides.
The Pt12Ni43 and Pt20Ni35 clusters are icosahedral in the gas phase and they were observed to retain their shape when adsorbed on the alumina support. The calculated excess energies indicate that the formation of the bimetallic clusters is energetically favorable. Bader charge analysis revealed that the support donates electron density to the clusters. Ni3 hollow sites were discovered to be strongly binding sites for hydrogen. The clusters adsorb approximately four H atoms per facet before the adsorption becomes endergonic, therefore the critical hydrogen coverages on the clusters are high. The obtained descriptor values are smaller than 0.1 eV in the gas phase and on the support, suggesting that the clusters are catalytically active towards HER