employees are the most important asset for telemarketing companies which offers their services to clients which need to outsource telemarketing. The contrast that evolves between the stable fluctuation of workes and the need of high quality agents is a significant problem that have to be solved by the management of telemarketing companies. This thesis will introduce current processes and will analyse technics for the assesement of new employees. Furtherly this thesis will present new technics for recruiting new agents, quality control and keep human resources in a longterm relationship in the field of telemarketing.

Getinge AB is a global medical technology company. This master’s thesis is based on the outflow of capital equipments from Getinge’s factory in Växjö to four different sales and service units. The purpose of this thesis is to give Getinge a deeper insight of why the customers and the own organization do not know when they can expect their products. This makes most requests urgent and thus prohibits them from using the best environmental and cost efficient modes of transportation. Two sub-problems have been created in order to investigate this. Sub-problem 1 originates from an organizational perspective. The aim of this problem is to examine the possibilities to achieve less urgent transportations by improving the communication between sales and service units, factories and logistics services. This is evaluated based on semi-structured interviews containing both qualitative and quantitative questions with employees rep- resenting the different functions at the company. It appeared that different phrases, explaining the same thing, were used internally leading to confu- sion. Further, the different functions have harmonized follow-up sessions but do not share the information between each other. The resulting information vacuum creates trust issues and unnecessary time margins and buffers. Sub-problem 2 concerns the trade-off between the economic and environmen- tal impacts in relation to the Greenhouse Gas Protocol Scope 3. This trade- off is evaluated by a multi-objective optimization model, where emissions are priced based on the EU ETS market valuation. Current research argues that the choice of transportation mode is the simplest emissions abatement option in terms of implementation. This study indicates that it is possible for Getinge, in the short-term, to decrease costs and emissions by just chang- ing between current transportation modes. However, a long-term strategy should include evaluation of consolidations, alternative fuels and electrified vehicles since the cost of decreasing one kilogram of emissions by changing between current transportation modes will increase. Finally, increased transparency and communication between sales and ser- vice units, factory and logistics services could be achieved via a one point of contact solution. This could avoid unnecessary time margins and buffers and hence open up the possibility of better over all lead time utilization. This could make it easier to use more environmental friendly transportation modes and thus lower emissions and costs, while still satisfying the customers.

Bakgrund: Vikten av att öppna upp sin innovationsprocess, både internt inom organisationen och externt utanför organisationen, är av stor betydelse för företag i dagens samhälle. Studier på specifikt inifrån-ut processen av öppen innovation är ett underrepresenterat område inom forskningen på öppen innovation. Genom en litteraturgenomgång belyses tre områden inom inifrån-ut processen som är i behov av vidare forskning: för- och nackdelar, framgångsfaktorer samt ett beaktande av dessa aspekter från perspektivet av SMEs. Enligt Europeiska kommissionen (2018) utgör ca 99.8% av företagen inom EU av SMEs, således föreligger det av intresse att belysa inifrån-ut processen av ÖI, i form av för- och nackdelar samt framgångsfaktorer, utifrån ett SME-perspektiv. Syfte: Syftet med studien är att bidra till ökad förståelse om hur svenska SMEs utövar inifrån-ut processen av ÖI. Detta genom att belysa huvudsakliga för- och nackdelar med processen samt identifiera framgångsfaktorer och hur dessa förhåller sig till de funna huvudsakliga för- och nackdelarna. Metod: Detta är en kvalitativ flerfallsstudie, varav fem olika fallföretag har studerats. Studien antar ett realistiskt perspektiv med en abduktiv ansats, för att möjliggöra teori- prövning såväl som -generering. Studiens empiriska data utgörs av fem semistrukturerade intervjuer med respondenter från fem olika svenska SMEs inom life science-branschen. Slutsats: Studien belyser två respektive fyra stycken huvudsakliga fördelar med den säljande respektive avslöjande formen av inifrån-ut processen av ÖI. Gällande de huvudsakliga nackdelarna, presenteras två stycken för respektive form av inifrån-ut processen. Vidare identifierar studien sju framgångsfaktorer, varav fem stycken är kritiska och två stycken är möjliggörande, som anses viktiga för svenska SMEs som utövar inifrån-ut processen av ÖI. Dessa framgångsfaktorer bidrar, i stor mån, till att uppnå de huvudsakliga fördelarna, medan ett minimerande av de huvudsakliga nackdelarna har fastställs i mindre utsträckning. Slutligen dras slutsatsen att den avslöjande formen används i syfte att möjliggöra den säljande formen, vilket skiljer sig från tidigare forskning där de två formerna presenterats utövas separat. Således utgör detta ett av studiens teoretiska såväl som empiriska bidrag gällande inifrån-ut processen av ÖI. / Background: Opening up a firm's innovation process, both within the organization and outside its boundaries, is of high importance in today’s society. Within the open innovation literature (OI), studies on outbound OI marks a relatively unexplored area. By conducting a literature review we identified three areas within the outbound OI literature, that are in need of further research: advantages and disadvantages, success factors and viewing these aspects from an SME-perspective. According to the European Commission (2018) 99.8% of the companies within the EU are SMEs, hence making the perspective of SMEs an interesting base for researching advantages, disadvantages and success factors within outbound OI. Purpose: The purpose of this study is to contribute to an increased understanding of how Swedish SMEs practice outbound OI. This is achieved by looking at the main advantages and disadvantages with the process, as well as identifying success factors and how these relate to the main advantages and disadvantages. Method: This is a qualitative multiple case study, in which five cases have been studied. The study is based on the philosophical standpoint of realism, with an abductive approach, in order to enable testing as well as the creation of theory. The empirical data consists of five semi-structured interviews with representatives from five different Swedish SMEs within the life-science industry. Conclusions: The study identifies two, respectively four, main advantages of the selling and revealing form of outbound open innovation. Regarding the main disadvantages, two disadvantages is presented for each form of outbound OI. Furthermore, the study identifies seven success factors, of which five are critical and two are enablers, which are considered important for Swedish SMEs who practice outbound OI. These success factors contribute in achieving the main advantages, while their effect on minimizing the main disadvantages has been identified to a lesser extent. Lastly, it is concluded that the revealing form is used in order to enable the selling form of outbound OI. This differs from how previous research has presented the two forms, as being performed separately. Hence, this is one of the study’s theoretical, as well as empirical, contributions to the research field of outbound OI.

Long short-term volume forecasting is essential for companies regarding their logistics service operations. It is crucial for logistic companies to predict the volumes of goods that will be delivered to various centers at any given day, as this will assist in managing the efficiency of their business operations. This research aims to create a forecasting model for outbound logistics volumes by utilizing design science research methodology in building 3 machine-learning models and evaluating the performance of the models . The dataset is provided by Tetra Pak AB, the World's leading food processing and packaging solutions company,. Research methods were mainly quantitative, based on statistical data and numerical calculations. Three algorithms were implemented: which are encoder–decoder networks based on Long Short-Term Memory (LSTM), Convolutional Long Short-Term Memory (ConvLSTM), and Convolutional Neural Network Long ShortTerm Memory (CNN-LSTM). Comparisons are made with the average Root Mean Square Error (RMSE) for six distribution centers (DC) of Tetra Pak. Results obtained from encoder–decoder networks based on LSTM are compared to results obtained by encoder–decoder networks based on ConvLSTM and CNN-LSTM. The three algorithms performed very well, considering the loss of the Train and Test with our multivariate time series dataset. However, based on the average score of the RMSE, there are slight differences between algorithms for all DCs.

The main objective of this thesis is to propose a products optimization for current Czech touristic clientele in France. Partial aims are to identify visitor segment of Czech clients in France and to define variants of products optimization proposals for selected Czech clients in France. The theoretical part consists of five chapters and deals with international tourism, tour operators, including their services and marketing mix, consumption behaviour of customer on international tourism market, outbound tourism of Czech republic and position of France in international tourism. The practical part covers an analysis of supply and demand and product optimizations proposals for one Czech tour operator. Czech tourists going on Five-day Coach Package tours to Paris were selected as a target segment. There were proposed three variants of product optimizations for this group, based on information gained from an analysis of competitors´offer and a profile of a visitor and his requirements. The optimizations of Paris package tour mainly concerned costs reduction of service providers, quality enhancement of an accommodation and boarding.