This thesis describes and discusses the application of System Dynamics methodology as a basis for formulating diversification strategy and control policies of the largest diversifying cement company in the 'United Kingdom. The problems of the industry such as stagnant growth, cyclic and seasonal variations in cement demand, and overcapacity are described. The formulation of a SD model of the situation which captures these problems together with its equations system are presented. The model also simulates the planning and control processes for the selection, initiation and completion of both expansion and diversification investment projects. It is argued and demonstrated that the fact that these processes consist of feedback loops should and could be utilized for understanding these processes, advancing complementary theoretical concepts, and designing and formulating more 'effective systems and decision rules. An intensive analysis of the model in SD frameworks further supports these arguments. These analyses reveal the nature of the system's dynamic properties and its likely developments, the dynamic and situational nature of diversification effectiveness, and the importance of several diversification decision factors. These analyses also show how complex the formulation of a thorough and effective diversification strategy may become together with the ways and means of dealing with these complexities.. It is concluded that the thrust of an effective diversification lies with the broadening of the conventional theoretical concepts and analysis to include the dynamic characteristics of the system. It is also concluded and shown that System Dynamics methodology can provide a strong analytical basis for achieving these ends.

This thesis describes and discusses the application of System Dynamics methodology as a basis for formulating diversification strategy and control policies of the largest diversifying cement company in the 'United Kingdom. The problems of the industry such as stagnant growth, cyclic and seasonal variations in cement demand, and overcapacity are described. The formulation of a SD model of the situation which captures these problems together with its equations system are presented. The model also simulates the planning and control processes for the selection, initiation and completion of both expansion and diversification investment projects. It is argued and demonstrated that the fact that these processes consist of feedback loops should and could be utilized for understanding these processes, advancing complementary theoretical concepts, and designing and formulating more 'effective systems and decision rules. An intensive analysis of the model in SD frameworks further supports these arguments. These analyses reveal the nature of the system's dynamic properties and its likely developments, the dynamic and situational nature of diversification effectiveness, and the importance of several diversification decision factors. These analyses also show how complex the formulation of a thorough and effective diversification strategy may become together with the ways and means of dealing with these complexities.. It is concluded that the thrust of an effective diversification lies with the broadening of the conventional theoretical concepts and analysis to include the dynamic characteristics of the system. It is also concluded and shown that System Dynamics methodology can provide a strong analytical basis for achieving these ends.

Aim: service quality is a means to improving customer satisfaction and building up an excellent and profitable company. The actual activities of delivering service in Swedbank AB Gävle City are examined in order to assess how to deliver quality service. Method: conduct the research in a qualitative method, mainly with interviews and questionnaires. Both primary and secondary data was collected to support the subject. Result&Condusions: Advanced human resources strategy and reasonable solutions to meet customer needs are two superior aspects in the process of service delivery. Suggestions for future research: customer perspective and quantified data from employees should be contained. Contribution of the thesis: an in-depth understanding of the process of quality service delivery, combined with relevant academic knowledge. Other banks and service companies can learn from the analysis results. Students and future researchers also gain new knowledge about service quality in the banking area.

This thesis is a study into the response and seismic safety of three-dimensional multi-storey concrete structures under concurrent orthogonal seismic excitations. It employs the nonlinear time-history method as its analysis tools. Time-history analyses rely heavily on their utilised earthquake records. Accordingly, this study examines the different approaches of selecting earthquake suites and develops a methodology of selecting representative earthquake scenarios. This methodology is credibly implemented in selecting a far- and a near field suites representative of the New Zealand seismic hazard. The study investigates the response of 6-, 9- and 12-storey concrete structures of different n-X-bays × m-Y-bays. Bidirectional responses of these considered structures are examined and consequently the current combination rules are scrutinised. Consequently this study strongly recommends the use of the 40-percent combination rule in lieu of the widely used 30-percent rule; and the use of time-history analysis in lieu of quasi/equivalent static and response modal analysis methods to avoid their strong dependence on combination rules. An intensive study is conducted employing the incremental dynamic analysis (IDA) technique to investigate structural demands of interstorey drifts, lateral storey drifts and storey accelerations. The study utilises the developed far-field suite and identifies the 50th and 90th percentile demands. Hence it provides easy-to-use expressions to facilitate rapid calculation of the structural demands and the effects of biaxial interactions. An implementation into the Demand and Capacity Factor Design (DCFD) format is presented that infers confidence in the performance levels of the considered structures. The study also draws attention to the importance of considering storey accelerations as their storey values reach as high as 10 × PGA. A sensitivity study is conducted by repeating the IDA investigation while using the developed near-field suite. Subsequently a comparison between the near- and the far-field results is conducted. The results were markedly similar albeit of less magnitudes until the (seismic hazard) intensity measure IM = Sa(T₁) = 0.4g when the near-field results show sudden flat large increase in demands suggesting a brittle collapse. This is attributed to the higher content of the higher mode frequencies contained in near-field ground motions. Finally, the study examines the (vectorial) radial horizontal shear demands in columns and beam-column joints of the previous far- and near-field studies. The combined radial shear demands in corner, edge and internal columns and joints are evaluated that roughly show a square-root proportional relationship with IM that exhibit somewhat brittle failure at IM ≥ 0.35g. Shears demands in the (4-way) internal columns and the (2-way) corner joints show highest magnitude in their respective class. The results suggest transverse joint shear reinforcement of 1.5, 1.0 and 0.5 of the longitudinal reinforcement of the neighbouring beam respectively for corner, edge and internal joints. An implementation of a proposed practical (and simpler) DCFD format shows satisfactory confidence in columns performance in shear up to IM = 0.35g, conversely to joints unsatisfactory performance in shear at the onset of inelastic behaviour (IM > 0.05g).