Submitted by Felipe de Paula Nestrovsky (felipe.nestrovsky@gmail.com) on 2018-06-15T17:10:22Z No. of bitstreams: 1 Valoração de Impacto_Felipe Nestrovsky_20180615.pdf: 713508 bytes, checksum: 8714ca2d145066015316ebac3bf962aa (MD5) / Approved for entry into archive by Simone de Andrade Lopes Pires (simone.lopes@fgv.br) on 2018-06-15T17:19:45Z (GMT) No. of bitstreams: 1 Valoração de Impacto_Felipe Nestrovsky_20180615.pdf: 713508 bytes, checksum: 8714ca2d145066015316ebac3bf962aa (MD5) / Approved for entry into archive by Isabele Garcia (isabele.garcia@fgv.br) on 2018-06-15T21:02:32Z (GMT) No. of bitstreams: 1 Valoração de Impacto_Felipe Nestrovsky_20180615.pdf: 713508 bytes, checksum: 8714ca2d145066015316ebac3bf962aa (MD5) / Made available in DSpace on 2018-06-15T21:02:32Z (GMT). No. of bitstreams: 1 Valoração de Impacto_Felipe Nestrovsky_20180615.pdf: 713508 bytes, checksum: 8714ca2d145066015316ebac3bf962aa (MD5) Previous issue date: 2018-06-15 / A valoração de impactos econômicos, ambientais e sociais das empresas na sociedade é uma disciplina que tem ganhado espaço na agenda corporativa por trazer lógica para o processo de integração da gestão das organizações. Nessa dissertação, por meio de uma pesquisa-ação, são apresentados os resultados e reflexões sobre o processo de valoração de impactos das operações de uma instituição financeira. Como metodologia, partiu-se de uma retomada conceitual, passando pela apresentação e identificação de uma diretriz de aplicação, assim como a escolha por um processo de monetização dos impactos de forma abrangente e com dados secundários. Essa opção permitiu o entendimento da grandeza dos impactos das operações dessa organização que superou, positivamente, em mais de quatro vezes seu lucro líquido. Os resultados do primeiro ciclo de valoração de impactos levaram a reflexões para estudos futuros que envolve o avanço pela cadeia de valor, principalmente sobre os clientes. Pode-se concluir que iniciar um processo de valoração de impactos é algo desafiador, mas que deve recompensar empresas pioneiras, pois o processo de tomada de decisão, incluindo impactos ambientais e sociais pode ser uma importante ferramenta para integrar a sustentabilidade na gestão estratégica da organização. / The assessment of economic, environmental and social impacts of companies in society is a discipline that has gained space in the corporate agenda by bringing logic to the process of integration of the management of organizations. In this dissertation, a research-action presented the results and reflections on the process of valuation of the impact of the operations of a financial institution. As of its methodology, it was based on a conceptual formulation, through the presentation and identification of an application guideline, as well as the choice of an impact monetization process comprehensively and with secondary data. This option made it possible to understand the magnitude of the impacts of the operations of this organization, which positively exceeded its net income by more than four times. The results of the first cycle of impact assessment led to reflections for future studies that involve advancement in the value chain, especially on customers. It can be concluded that starting an impact assessment process is challenging, but it should reward pioneer companies, since the decision-making process, including environmental and social impacts, can be a valuable tool for integrating sustainability into the strategic management of the organization.

The main aim of this thesis is  to demonstrate and critically assess life cycle approaches’ and environmental certification (EC) tools’ potential for supporting decisions for improved environmental performance in the building and real estate sectors. Using life cycle approaches, the thesis shows that for new build and renovation cases aiming for low operational energy use that embodied global warming potential (GWP) due to material production can constitute a large portion of a building’s lifetime GWP. Therefore life cycle based information about materials’ embodied GWP needs to be made available to and utilized by design process decision makers. It was also shown that applying the Swedish EC tool Miljöbyggnad was useful in highlighting potential positive and negative changes in indoor environmental quality arising from renovation packages aiming at significant operational energy use reduction in existing multifamily buildings. However such renovation packages are not profitable from a property owner perspective. Miljöbyggnad may be useful when designing policy instruments to overcome this.    The thesis also showed that EC and related environmental enhancements contribute to achieving property owners’ and tenants’ overall strategic objectives for value creation. For property owners this arises for example through lower energy costs and attracting desirable tenants. For tenants, value creation arises as support for internal and external environmental communication. For the further development of life cycle approaches’ and EC tools’ application to buildings and real estate it is important to consider how they can be adapted to consider ‘distance to sustainable’ targets referencing for instance the planetary boundaries approach. It is also interesting to investigate how valuation of buildings and real estate may be performed in a way that expands from the current narrow focus on the economic perspective to also include environmental and social perspectives. / <p>QC 20170210</p>

Frågeställning: Vilka nyckelaktiviteter använder sig företag av för att skapa värde tillsammansmed sina kunder i sociala interaktioner? Syfte: Studien syftar till att undersöka vilka aktiviteter respondentföretagen utför i sinvärdeskapande process tillsammans med sina kunder och användare i sociala interaktioner meddessa. Metod: En kvalitativ undersöknings design där semistrukturerade intervjuer utfördes medmålstyrt urval av 7 respondenter från olika företag i olika branscher. Slutsats: Studien visar att de företagen som undersökts ägnar sig åt olika typer avnyckelaktiviteter i den värdeskapande processen med kund i sociala interaktioner. Det finns vissanyckelaktiviteter som är gemensamma för de olika företagen och vissa används mer flitigt ellerframgångsrikt än andra. Oavsett vilka aktiviteter som utförs och oavsett företag så visar studienatt det finns en grundläggande process. Denna består av att företaget skickar ut någon form avoutput som når kunden och engagerar denna. Processen drivs av engagemang och företaget fåreller samlar input från kundernas engagemang. Denna input analyseras och återgår i företagetsom på så sätt kan förändra och förbättra sin output för att fortsätta engagera sina kunder isociala interaktioner. / Research-question: Which key activities do companies use to create value together with theircustomers through social interactions? Purpose: This study aims to investigate which activties the interviewed companies use in theirvalue-creation processes with their customers through social interactions. Method: The research question was examined by using a qualitative research design, throughsemi-structured interviews. A purposefull sample of eight respondents with different positions,from various companies operating in multiple fields. Conclusion: The study indicates that the interviewed companies use different kinds of keyactvities in their value-creation processes with their customers through social interactions. Someof the activities were shared in all of the companies, and some are more commonly used and hasproved to be more efficiant than others. Regardless of which activities were used by thecompanies, and regardless of which company, there was a similar process used by all companies:the company sends out output, this output reaches the customers and engages them. The processis driven by this engagement and through this engagement the company can gain information andknowledge, which they use to improve and make changes that are necessary to better match theircustomers’ needs and wishes. The improvements that are implemented by the companycontributes to the customers’ engagement and encourages them to continue with their socialinteractions with the company.

L'objectif de notre thèse est d'étudier le Business Model (BM) des PE/TPE ouest africaines à travers une approche conventionnaliste et institutionnaliste. Le BM et la convention constituent nos choix conceptuels et théoriques de départ, tandis que l'approche institutionnaliste s'est invitée via les thèmes émergents lors de l'étude. Nous avons qualifié notre conceptualisation conventionnaliste du BM de «modèle 3C» de la triple convention: convention de la valeur, convention de financement et convention d'exploitation. L'hypothèse centrale suggère que ces trois conventions lient la source de financement à la PE/TPE et que l'étude du rôle de la source de financement permettrait de comprendre le BM de la PE/TPE. L'opérationnalisation de la grille d'analyse du modèle 3C, à travers une méthodologie de recherche mixte et abductive a abouti à des résultats sur trois volets : 1) la compréhension des conventions du BM des PE/TPE nécessite un retour aux conditions préalables à celles-Ci; 2) il existe une pluralité de conventions de BM en fonction des PE/TPE, le dirigeant de la PE/TPE et des sources de financement; 3) les conventions de BM ne sont pas qu'une fonction de la source de financement et de la PE/TPE; les cadres institutionnels jouent un rôle important. Un retour sur les concepts clefs de notre recherche à la lumière de nos résultats a permis d'ouvrir des nouvelles perspectives d'étude. / The aim of our work is to study the Business Model (BM) of small and micro business (SMB) in West Africa. Our research is based on a conventionalist and institutionalist approach of the concept of BM. BM and the convention are our conceptual and theoretical initial choice, while the institutionalist approach has been introduced through the emerging topics during our research. We called our conventionalist conceptualization of BM "modèle 3C" of tree convention: value convention, financing convention and operating convention. The central hypothesis of our study suggests that these three conventions link the funding source to theSMB. So the role of funding source is relevant to study the SMB BM. The operationalization of the analytical framework of the 3C model, through a mixed methodology and abductive research has produced results in three areas: 1) understanding of the conventions of SMB BM requires a return to the preconditions; 2) there is a plurality of conventions of BM based of SMB, according to the leader of the SMB and funding sources; 3) BM conventions are not only a function of the source of funding and SMB; institutional context play an important role. A critical view of the key concepts of our research based on our findings has opened new avenues of study.

Syftet med denna studie har varit att bidra till ökad medvetenhet, förståelse och kunskap om Co-Creation. Genom att fokusera på flygindustrin som är mycket bekant för författaren är syftet med studien och forskningen att bättre förstå hur flygbolagen ser på samverkan och fördelar eller potentiella nackdelar med att använda Co-Creation för att driva ett mer integrerat samarbete mellan kunderna och leverantörer. Datainsamling har skett genom en blandad metoddesign som fångade både kvantitativ och kvalitativ data. Deltagarna i studien är alla från flygindustrin. Totalt deltog 43 studieobjekt i denna studie. Resultaten illustrerar att det för närvarande finns en begränsad nivå av samverkansaktivitet inom flygindustrin, men de flesta deltagarna bedömer att det finns stora fördelar med Co-Creation. Resultatet indikerar att respondenterna anser att Co-Creation är absolut nödvändigt för att driva innovation, skapa en samarbetsmiljö och ett verktyg för leverantörer att bättre förstå både flygbolagens behov och krav samt passagerarnas behov och krav. Denna studie kommer att gynna både leverantör och flygbolag genom att samarbete och partnerskap kan baseras på gemensamma värderingar, överenskommelser och mål. Resultatet kan ytterligare ses representera leverantörsrelationer mer generellt och därigenom gynna alla som bättre vill förstå hur Co-Creation kan användas för att förbättra och expandera leverantörs- och kundengagemang. / Sammanfattning: The purpose of this study has been to contribute to greater awareness, understanding and knowledge on Co-Creation. By focusing on the aviation supply industry which is very familiar to the author, the aim with the study and research is to better understand how airlines view Co-Creation and the benefits or potential drawbacks of using Co-Creation to drive more integrated collaboration between customers and suppliers. This is a study with data collection utilizing a Mixed Method Design Survey that captured both Quantitative as well as Qualitative information and input. The participants in the study are all from the aviation industry. In total 43 study objects participated in this research. The results illustrate that there is currently only a limited level of Co-Creation activity in the aviation supply industry, however the vast majority of participants’ assess that there are significant benefits with Co-Creation. The result indicate that airline respondents believe that Co-Creation is imperative to drive innovation, create a more collaborative environment and a tool for suppliers to better understand both the airlines needs and requirements as well as the needs and requirements of the airlines passengers. This study will benefit both supplier and airlines by collaborating and partnering can be based on common values, understandings and goals. The result can be further extrapolated to represent supplier customer relationships as a whole and further benefit anyone who would like to better understand how Co-Creation can be used in improving and expanding supplier and customer engagement. / <p>2017-08-16</p>

Background and problematisation In a constantly changing industry like the fashion industry, it is more important than ever to have a well-functioning value chain and efficient sourcing. Companies have outsourced their production during a long period of time, which has proven to be very effective in many cases. But some researchers now mean that it starts to appear a reverse trend, as companies instead start moving back production to generate benefits. This is a term called reshoring. The research mentions benefits with reshoring as a more efficient value chain, reduced risks and value creating for both consumers and the firm. A recurrent question is then if there only are benefits with reshoring or if there are negative aspects of the decision as well. Research suggests that reshoring will be the next big thing within sourcing but this is not something we have noticed has happened, yet. Purpose and method The purpose of this study is to investigate how Swedish fashion companies through sourcing can improve and make their value chain more efficient. We will also investigate if companies are open for the option to bring back production to Europe, known as reshoring. Since several researchers now believe that there will be a balance on how much of the production that moves away and moves home, we want to find out if this is something that lays within the interest of Swedish fashion companies. To find out, we conducted semi structured interviews with a number of companies that fit the purpose. The empiricism that was collected was then linked with the theoretical framework to be able to be analysed and answer our research question. Result and conclusion After an analysis was compiled we found that the interviewed companies did not share the researcher's positive image about reshoring. While the researchers talked about risks and increased wages in the Asian countries, the companies instead meant that they had secured the production in Asia for several years, using production offices and long-term relationships with their suppliers. To leave this for a move to Europe then felt unnecessary for the companies. In addition, companies claimed that Europe did not need to be safer than Asia. Our conclusion is therefore that the research on reshoring is very interesting and could be something in a possible future, but the fashion companies is not there yet and may not ever be there.The thesis is written in Swedish. / Bakgrund och problematisering I en konstant föränderlig bransch som modebranschen är det viktigare än någonsin att ha en väl fungerande värdekedja och ett bra sourcingarbete. Företag har länge outsourcat sin produktion vilket har visat sig vara väldigt effektivt i många fall, men nu menar vissa forskare att det börjar synas en motsatt trend, då företag istället börjar flytta hem produktionen för att generera fördelar. Detta kallas för reshoring. Forskningen nämner att det kan bli fördelaktigt med reshoring då det kan ge en effektivare värdekedja, minskade risker samt skapa värde för både konsument och företag. En fråga blir då om det bara finns fördelar med reshoring eller vad det är som går emot beslutet. Forskningen tyder på att reshoring kommer slå igenom men detta är ingenting som vi märkt ännu. Syfte och metod Syftet med den här uppsatsen är att undersöka hur svenska modeföretag med hjälp av sourcing kan förbättra och effektivisera sin värdekedja. Vi kommer även att ta reda på om företag är öppna för möjligheten att ta tillbaka produktion till Europa, så kallad reshoring. Då flera forskare menar att det snart kommer uppstå en balans mellan hur mycket som flyttas ut och som flyttas hem vill vi ta reda på om det är något som ligger i företagens intresse. För att få reda på detta genomförde vi semistrukturerade intervjuer med en rad företag som passade in på syftet. Empirin som samlades in kopplades sedan samman med den teoretiska referensramen för att kunna analyseras och besvara vår forskningsfråga. Resultat och slutsats Efter att en analys hade sammanställs så kom vi fram till att de intervjuade företagen inte delade den positiva bilden av reshoring som forskarna hade. Medan forskarna pratade om risker och ökade löner i de asiatiska länderna så menade företagen istället att de under flera år skapat sig en trygghet i Asien med hjälp av produktionskontor och långvariga relationer med sina leverantörer. Att då bryta detta för att dra sig tillbaka till Europa, kändes för företagen således onödigt. Dessutom tog företagen upp att Europa inte alls behövde vara tryggare än Asien. Vår slutsats är att forskningen kring reshoring är väldigt intressant och eventuellt kan bli något i framtiden, men modeföretagen har inte kommit dit än och kanske inte heller någonsin kommer att göra det.

Abstract Knowledge management is a new academic discipline that has been growing during the past decade but is still in its embryonic stage with much potential left. What makes knowledge management an attractive research field is its multi-discipline perspective. In the knowledge management the context is important because the value of an organization’s knowledge is context-based. In this research the context are the innovation networks within the software industry and thus besides knowledge management the research contributes to the software business literature. The aim of this study was to get an understanding about the interaction the in asset-based value creation within innovation networks. This was done by examining the effects of the interaction in asset development and deployment in innovation networks, where activities are related to research, development and innovation collaboration. This was studied against the theoretical framework that was developed in this research based on earlier studies. This study shows that in the examined research context actors from outside of the software industry have a direct effect on both asset development and deployment based on their funding requirements and aims. The study shows that in this wider environment trust, openness and mutual benefits are important factors of the interaction atmosphere, regarding where funding is targeted and where the actual work is done. This study shows the importance of the interaction framework as a motivator and an entity that enables direct benefits to participating actors from their interaction and collaboration. It also shows that some of the episodes where interactions occur need to be regular, on-going and have a certain rhythm. As a result of this research a framework of interaction in the asset-based value creation in innovation networks was created. It shows how funding mechanisms affect the asset development and deployment, as well as that some episodes where interactions occur are especially important, because they limit or support value creation. Moreover, the role, contributions, aims and motivations of actors are seemingly different within these episodes. / Tiivistelmä Tietojohtaminen on uusi akateeminen tieteenala, joka on ollut kasvussa viimeisen vuosikymmen ajan, mutta on silti alkuvaiheessa ja omaa paljon potentiaalia. Tietojohtamisesta tekee vetovoimaisen tutkimusalan sen monitieteinen perspektiivi. Tietojohtamisessa konteksti on tärkeää, koska organisaation tiedon arvo on kontekstipohjainen. Tässä tutkimuksessa tutkimuskontekstina ovat ohjelmistoteollisuuden innovaatioverkostot ja siispä tietojohtamisen lisäksi tutkimus myötävaikuttaa ohjelmistoliiketoiminnan kirjallisuutta. Tutkimuksen tavoitteena oli ymmärtää vuorovaikutusta varantoihin pohjautuvassa arvonluonnissa innovaatioverkostoissa. Tämä tehtiin tutkimalla vuorovaikutuksen vaikutusta varantojen kehittämisessä ja käyttöönotossa innovaatioverkostoissa, joissa aktiviteetit liittyvät tutkimus-, kehittämis- ja innovointiyhteistyöhön. Tätä tutkittiin teoreettista kehikkoa vasten, joka kehitettiin tutkimuksen aikana aiempiin tutkimuksiin pohjautuen. Tutkimus osoittaa, että tarkastellussa tutkimuskontekstissa ohjelmistoteollisuuden ulkopuolisilla toimijoilla on suora vaikutus, sekä varantojen kehittämiseen, että käyttöönottoon rahoitusvaatimustensa ja tavoitteidensa pohjalta. Tutkimus osoittaa, että tässä laajemmassa ympäristössä luottamus, avoimuus ja molemminpuoliset hyödyt ovat vuorovaikutusilmapiirin tärkeitä osatekijöitä sen suhteen mihin rahoitus ohjataan ja missä tosiasiallinen työ tehdään. Tutkimus osoittaa vuorovaikutuskehikon tärkeyden motivaattorina ja kokonaisuutena, joka mahdollistaa suorat hyödyt osallistuville toimijoille heidän vuorovaikutuksestaan ja yhteistyöstään. Se myös osoittaa, että joittenkin niistä tapahtumista, joissa vuorovaikutusta tapahtuu, täytyy olla säännöllisiä, jatkuvia ja omata tietty rytmi. Tutkimuksen tuloksena luotiin vuorovaikutus varantoihin pohjautuvassa arvonluonnissa innovaatioverkoissa kehikko. Se osoittaa kuinka rahoitusmekanismit vaikuttavat varantojen kehittämiseen ja käyttöönottoon. Kuten myös, että jotkin tapahtumat, joissa vuorovaikutusta tapahtuu, ovat erityisen tärkeitä, koska ne rajoittavat tai tukevat arvonluontia. Sen lisäksi toimijoiden rooli, myötävaikutus, tavoitteet ja motivaatio ovat ilmeisen erilaisia näissä tapahtumissa.

Abstract The efficiency of public service provision has been a subject of debate for several decades. Discussions that are centred around whether public or private service provision is more efficient are still active around the world and also concern water and sewage services. Additionally, waterworks are facing tightening quality and environmental requirements, while ageing infrastructure and rapidly growing repair debt must also be addressed. This study aims to identify the actions that are required to improve waterworks performance without compromising service quality. The objective is to find both internal and external factors that will improve efficiency. Despite the clear pressure for new solutions, there is only a limited amount of research on the topic, which provides further justification for this study. This dissertation has adopted a case study approach with multiple data sources in order to provide as diverse, detailed and profound information regarding the Finnish water and sewage sector. Data sources such as interviews, questionnaire and publicly available financial data were used as a basis for analysis. The results of this study indicate that the external factors that influence the performance of waterworks include legislation, environmental issues, population density and municipal topography. When benchmarking different waterworks, it is important to understand that some of these conditions are case-specific. Waterworks cannot change the external factors but they must analyse them in order for them to operate optimally. Internal factors that waterworks managers and municipal owners can influence include the selection of a suitable ownership and governance model, the roles of different decision makers, the competence of board members, asset management practices, proper maintenance of infrastructure, and operational and financial transparency. This study emphasises that municipal owners should concentrate on ownership policy and focus on their role as owners, not as operational managers. The selection of waterworks board members should prioritise management and engineering expertise. Legislators could help improve the efficiency of waterworks by promoting transparency and requiring uniform reporting practices. Making key information publicly available would enable benchmarking and planning of development activities. Waterworks managers should make long-term investment plans and systematically manage their assets. / Tiivistelmä Julkisen palvelutuotannon tehokkuus on puhuttanut tutkijoita ympäri maailmaa jo vuosikymmenien ajan. Julkisen ja yksityisen palveluntuotannon eroista on keskusteltu monella sektorilla, niin myös vesi- ja jätevesihuoltopalveluissa. Vesihuollon kiristyvät laatu- ja ympäristövaatimukset, vanheneva infrastruktuuri ja nopeasti kasvava korjausvelka yhdessä tiukkenevien tehokkuusvaatimusten kanssa asettavat monet vesihuoltolaitokset ahtaalle. Tämän tutkimuksen tavoitteena on löytää toimenpide-ehdotuksia, joiden avulla vesihuollon suoristuskykyä voidaan parantaa kuitenkaan vaarantamatta palvelun laatua. Tavoitteena on löytää sekä sisäisiä että ulkoisia tekijöitä, jotka vaikuttavat vesihuollon suorituskykyyn ja joita muuttamalla vesihuollon tehokkuutta voidaan parantaa. Tämän väitöskirjan lähestymistapa on tapaustutkimus ja siinä hyödynnetään useita erilaisia tietolähteitä, jotta pystytään luomaan monipuolinen kuvaus tutkimuskohteesta. Analyysin perustana käytettiin erilaisia tietolähteitä kuten haastatteluja, kyselylomaketta sekä julkisesti saatavissa olevia taloudellisia tietoja. Tutkimustulosten mukaan vesihuoltolaitoksen suorituskykyyn vaikuttavia ulkoisia tekijöitä ovat muun muassa lainsäädäntö, ympäristölliset seikat, kunnan topografia sekä asukastiheys. Vesihuoltolaitokset eivät voi suoraan vaikuttaa ulkoisiin tekijöihin, mutta niiden tunnistaminen ja vaikutusten analysointi on tärkeää, jotta annetuissa puitteissa voidaan toimia optimaalisesti. Sisäiset tekijät, joihin vesihuoltolaitoksen johto ja kuntaomistaja voivat vaikuttaa, ovat sopivan omistus- ja hallintomallin valinta, eri toimijoiden väliset roolit, hallituksen jäsenten pätevyys, omaisuuden hallinta sekä operationaalinen ja taloudellinen läpinäkyvyys. Tutkimustulosten mukaan vesihuoltolaitoksen kuntaomistajan tulisi keskittyä omistajapolitiikkaan ja rooliinsa omistajana eikä operatiivisena johtajana. Vesihuoltolaitoksen johtokunnan ja hallituksen jäseniä valittaessa tulisi etusijalle asettaa liikkeenjohdollinen ja tekninen osaaminen. Avoimuuden edistäminen ja yhtenäisten raportointikäytäntöjen edellyttäminen ovat lainsäätäjän mahdollisia työkaluja vesihuoltolaitoksen tehokkuuden edistämiseen. Vesihuoltolaitoksen johdon tulisi tehdä pitkän aikavälin investointisuunnitelmia sekä systemaattisesti hallita vesihuoltolaitoksen omaisuutta.

Abstract The ability to generate creative new ideas to develop innovative products and optimize processes has become crucially important for organizations’ survival in the competitive and turbulent market environment. The objective of this dissertation was to examine the value creation of systematic idea generation in a quantitative fashion by defining a new evaluation methodology. This called for designing a set of quantitative value creation metrics for creative idea generation. This study aims to enhance current knowledge of idea generation measurement that has so far mainly focused on human judgment-based methods. The goals of this exploratory study were formulated into two research questions. The first addressed the subject from a conceptual viewpoint, while the second involved a single-case study in the automotive industry. Documentation-based approaches were used as the primary means of data collection to maximize the quantitative accuracy of the measurement. Single-case study was selected as the research method because of the deep-level data access required to thoroughly assess an idea generation process. Patent information-based measures were adopted in the case organization to gain insights into the effectiveness of its idea generation process. The research data was collected from the case organization’s management information systems. Data analysis allowed for a fact-based evaluation of the idea generation process, which would not have been possible with traditional qualitative measures. The results demonstrate that idea generation can be measured rigorously like most other processes when proper metrics are in place. Nevertheless, several limitations were identified that must be considered when discussing further applications of the proposed measures in other organizations. This thesis proposes a new analysis method for the creative phase of the product creation process. Future studies could build on this model, for example, by experimenting with the indicators proposed by this study in other contexts or designing a set of “rival” value creation metrics for idea generation. / Tiivistelmä Kyky luoda uusia ideoita innovatiivisten tuotteiden kehitystä ja prosessien optimointia varten on elintärkeää organisaatioiden selviytymisen kannalta vahvasti kilpailluilla markkinoilla. Tämän tutkimuksen tavoitteena oli tutkia arvonluontia systemaattisessa ideoiden luonnissa määrällisin menetelmin kehittämällä uusi arviointimenetelmä. Tässä yhteydessä oli määritettävä joukko määrällisiä arvonluontimittareita luovalle ideoiden luonnille. Tutkimus pyrkii täydentämään olemassa olevaa tietämystä ideoiden luonnin mittaamisesta, joka on tähän asti pääasiassa keskittynyt laadullisiin menetelmiin. Tutkimuksen tavoitteista johdettiin kaksi tutkimuskysymystä. Ensimmäinen kysymys käsitteli aihepiiriä teoreettisesta näkökulmasta, ja toinen liittyi autoteollisuudessa tehtävään tapaustutkimukseen. Empiirisen aineiston keruussa hyödynnettiin ensisijaisesti asiakirjapohjaisia lähestymistapoja määrällisen mittauksen tarkkuuden maksimoimiseksi. Tutkimusmenetelmäksi valittiin yhden tapauksen tutkimus, koska ideoidenluontiprosessin syvällinen analyysi vaatii pääsyä yksityiskohtaiseen yritysaineistoon, mikä ei monitapaustutkimuksessa olisi ollut mahdollista. Ideoiden luontiprosessin tehokkuuden arviointia varten tapausorganisaatiossa otettiin käyttöön patenttitietoon pohjautuvia indikaattoreita. Aineisto kerättiin organisaation tietojärjestelmissä. Aineiston tarkastelu mahdollisti ideoiden luonti-prosessissa tapahtuvan arvonluonnin konkreettisen havainnollistamisen, mikä ei olisi ollut mahdollista perinteisten laadullisten mittarien avulla. Tutkimuksen tulokset osoittavat, että luovaa ideoiden luontia pystytään mittaamaan useimpien muiden yritysprosessien tapaan täsmällisesti, mikäli sovelletaan asianmukaisia indikaattoreita. Tutkimus nosti kuitenkin esiin tiettyjä tekijöitä, jotka rajoittavat tässä työssä esiteltyjen tehokkuuden mittarien käyttöä muissa organisaatioissa. Tämä työ esittää uuden arviointimenetelmän, jota voidaan soveltaa tuotekehitysprosessin luovassa vaiheessa. Aihetta käsittelevät jatkotutkimukset voisivat laajentaa tässä työssä kehitettyä mallia esimerkiksi kokeilemalla esiteltyjen indikaattorien käyttöönottoa muissa konteksteissa tai määrittelemällä vaihtoehtoiset arvonluontimittarit, jotka eivät jaa samoja rajoitteita.

Since the turn of the century, the focus in marketing has shifted to a service-centred view, where co-creation of value between customer and business is central. Services, which are characterized by intangible resources, co-production and heterogeneity, account for the majority of employment in society today. Much research has been done on how customers perceive services and how it affects trust and satisfaction. Therefore, this study aims at investigating the role of the service company in the value creation process by studying how they facilitate the value creation of the customer and how their value offerings can affect the customer's experience of the service. The empirical part of the study is based on interviews made with representatives from two companies, Pinchos (restaurant) and Fysiken (gym), which are classified as experience and credence services. Their perspective on customer experience and expectations has then been compared with their customers' actual experience and expectations through interviews with current or former customers. The study shows that the role of the respective companies in the value creation process in this case is great as the customers of these companies have a lot of responsibility and control over their own experiences. Therefore, value creation is a major part for both companies because they have to offer the resources that the customer needs to independently create value of the service. / Sedan sekelskiftet har fokus inom marknadsföring gått från en varucentrerad till en tjänstecentrerad vy, där samskapande av värde mellan kund och företag är centralt. Tjänster, som karaktäriseras av immateriella resurser, samproduktion och heterogenitet, står idag för majoriteten av sysselsättningen i samhället. Mycket forskning har gjorts om hur kunder uppfattar tjänster och hur detta påverkar tillit och nöjdhet. Därför syftar denna studie på att undersöka tjänsteföretagets roll i den värdeskapande processen genom att studera hur de underlättar för kunden att skapa värde och hur deras värdeerbjudanden kan påverka kundernas upplevelse av tjänsten.Den empiriska delen i studien baseras på intervjuer gjorda med representanter från två företag, Pinchos (restaurang) och Fysiken (gym), som klassats som upplevelse- respektive förtroendetjänster. Deras perspektiv på kundernas upplevelse och förväntningar har sedan jämförts med deras kunders faktiska upplevelse och förväntningar genom intervjuer med nuvarande eller tidigare kunder. Studien visar på att respektive företags roll i den värdeskapande processen i dessa fall är stor då kunderna till dessa företag har mycket ansvar och kontroll över sina egna upplevelser. Därför blir värdeunderlättande en stor del för båda företagen eftersom de måste erbjuda de resurser som kunden behöver för att självständigt kunna skapa värde av tjänsten.