Despite a decade of public and private efforts to promote patient centricity in healthcare, there is still considerable ambiguity and skepticism regarding the concept and its business impact in the pharmaceutical industry. In this research, a novel methodology is developed to quantify firms’ strategic orientation using public 10-K reports. The Strategic Orientation Ratio (SOR) was developed and first validated to examine customer centricity for 9 non-pharmaceutical companies. The SOR is then extended from customer centricity to patient centricity, and it was applied to measure the extent of patient centricity in 10 multinational pharmaceutical firms. The method was successfully validated by identifying the strategic orientation of non-pharma firms such as Walmart, Apple, and Amazon. Next, by the same method, the extent of patient centricity is quantified in 10 big pharmaceutical companies for 2005-2015. This revealed the extent to which patient centricity exists in pharmaceutical companies, and how this has changed over time. The combination of an expressed patient-centric strategic orientation, personalized medicine (measured by oncology products), and patient access (measured by sales) is shown empirically to have a significant positive effect on firm performance. This implies that not only is patient centricity “the right thing to do,” it can also be a viable model for pharmaceutical firm competitiveness. / Business Administration/Strategic Management

Companies within the manufacturing industry is undergoing changes in their business models to adapt to changing external environments and trends – whereas one general trend is toward servitization, the transition from hardware products to software services. These software services have shown to have an increasingly impactful role for former productbased firms to ensure future reliable profits and revenues. This thesis aims to contribute to the academical field of servitization and business model literature, within the context of a non-disruptive industry with a slow technological development rate. This is done by addressing the following purpose: to understand how hardware manufacturing companies can integrate software services in their existing business model. In order to fulfill this thesis’ purpose, the research questions answered address how a hardware manufacturing company’s business model can be affected by servitization, but also how the process of business model innovation can be facilitated in the organization. This master’s thesis is anchored in a qualitative, interpretive case study – where the empirical data has been gathered from semi-structured interviews and internal case company documents. The findings from this thesis show that servitization can affect company business model in several ways. The first one is the shift towards customercentricity, both in terms of the design of the value proposition and the way of working with the customers. However, the findings show that companies in this context may experience difficulties with designing a value proposition that is desirable to the customer. Problems with demonstrating the benefits of the servitized value proposition might also arise. Furthermore, this thesis also concludes that there can be issues in translating a manufacturing company’s value proposition into concrete revenue streams and moving from traditional cost-based pricing methods to value-based pricing strategies. Also, manufacturing companies in this context might struggle to realize its value proposition if there is not a sufficient amount of dedicated resources, competences and activities dedicated to completing the transition. This thesis also concludes that in order to facilitate the process of business model innovation within the organization, there needs to be a supportive culture to the innovation, but also clear goals and strategies that fits the overall strategies of the company. These strategies also need to be appropriately communicated within the organization. Companies might experience difficulties in rooting the business model in the overall strategy, and failing to do so can affect the internal perception of the innovation in a negative manner. This thesis aims to contribute to the understanding of the concepts of the business model and innovation of the business model in the context of servitization. This study is performed as a context-specific study within a non-disruptive industry with a slow technological development, which differs the study from earlier research within this research field.

Digitalization and e-services are a hot topic within the Swedish municipalities today. There are a lot of discussions about how the municipalities can improve their services with the help of digital tools. However, the one thing that is often missed is what the citizens or end users' needs and want from a service. Through a mixed method approach, this research is looking into how one municipality in the western part of Sweden are working with their e-services and what the citizens think about them. In the study, the results show that the municipality needs a general strategic position in relation to digitalization. The research also show that it is more about the process and journey for both the employees and citizens rather than a question about which digital tool or service that they should use. The municipality is in the initial phase of digitalization and they need to have both the employees and the citizens on board to be able to succeed.

Precision medicine (PM) is “the treatment and prevention of disease that takes into account individual variability in genes, environment, and lifestyle for each person” (NIH, 2015). PM was poised to transform clinical practice in 2003 when the Human Genome Project reached completion but resistance to implementation at virtually all health care providers provides the basis for novel study on the diffusion of innovation as well as operational strategy. Existing studies on resistance to PM explore the role of reimbursement, economics, regulatory affairs, and public policies. Investigation into the antecedent conditions for implementation at the physician and organizational levels has been overlooked, a gap this study fills. The research captures the reasons for resistance at the physician and organizational levels and identifies operational strategies for successful implementation at three health care institutions with fully integrated PM programs. The research produced 42 findings with managerial implications and six testable propositions for future research. The dynamics of resistance to PM has revealed key implications for theories of organizational change. These include the observation that the formulation processes of clinical standards of practice in PM are not predicted by prevailing organizational theory; that conventional theories of resistance to change do not fully anticipate the effects of Kuhnian level historic paradigm shifts; and, that communities of practice play a critical role in transformational clinical change. Further, the research demonstrated that PM implementation is characterizable through reproducible organizational and cultural actions; that positive clinical outcomes are measurable and persuasive; and that the needs of stakeholders can be reconciled by aligning physician standards of practice with patient expectations and organizational needs. / Business Administration/Strategic Management

Fintech has had a huge growth in Sweden during the last decades. Increased competition has made companies compete over resources to attend to customer needs. The access to customer knowledge is one of those resources. This thesis is exploring the if, how and when companies within the Swedish fintech industry use customer knowledge and customers in co-creation processes. The research was conducted with a literature review and empirically investigated with semi-structured interviews. The findings imply that customer knowledge and customer involvement is present in Swedish fintech. Companies in Swedish fintech don’t use only one approach to involve customers but rather switch according to convenience. When it comes to the phases of innovation the findings imply that companies mostly involve customers in the ideation phase and customers in an intermediate phase between development and commercialization where there are a lot of iterative interactions between customer and company. / Fintech har haft en enorm tillväxt i Sverige under de senaste decennierna. Ökad konkurrens har fått företag att konkurrera om resurser för att tillgodose kundernas behov. Tillgången till kundkännedom är en av dessa resurser. Detta examensarbete undersöker om, hur och när företag inom den svenska fintech branschen använder kundkunskap och kunder i samskapande processer. Forskningen genomfördes med en litteraturgenomgång och empiriskt undersökt med semistrukturerade intervjuer. Resultaten tyder på att kundkännedom och kundengagemang finns inom den Svenska fintech industrin. Företag inom svensk fintech använder inte bara ett tillvägagångssätt för att involvera kunder utan byter snarare efter bekvämlighet. När det gäller innovations faserna antyder resultaten att företag mest involverar kunder i idéfasen och kunder i en mellanfas mellan utveckling och kommersialisering där det sker många iterativa interaktioner mellan kund och företag.

<p>This thesis is focused on studying Customer Relationship Management (CRM) tool and philosophy implementation and how it develops a customer-centric view within organizations. Nowadays mutually advantageous customer relationship is the main asset of the contemporary businesses and CRM is the clue to creating this type of relationship. The purpose of this research is to study successful businesses where CRM tool and philosophy were implemented and how they contributed to the management of the companies. Through this analysis the benefits of the tool can be identified and the road map for its integration can be performed.</p><p>Theoretical framework regarding marketing channel relationships, importance of dual customer value creation and customer value management, relationship marketing as the basis for CRM development, and strategic framework of the phenomenon have been considered. Besides that, the current position of the case company, Volvo Construction Equipment Region International, on the roadmap of the CRM implementation has been evaluated and analyzed. These steps have been taken in order to answer the main research question of the thesis, namely "How can an MNC become a more customer centric company by helping its dealers to implement a CRM system"?</p><p>Several conditions have been identified in the thesis in order the companies could implement the CRM tool and philosophy successfully. The study provides recommendations, which guide the companies on the way to a customer-centric view through the integration of CRM in its business processes.</p>

The compositional technique of cross partitioning is one of Luigi Dallapiccola's most used twelve-tone devices. Through a detailed analysis of three contrapuntal canonic movements from Dallapiccola's Quaderno Musicale di Annalibera, I examine his use of cross partitioning as a motivic tool and as a referential collection. The development of the BACH motive and the derivation of tone-row statements reflects on Dallapiccola's extensive use of cross partitioning and his compositional principles used to achieve a sense of polarity. Upon a preliminary analysis based on set-theory analysis set out by Joseph Straus I draw an interpretive analysis through Alegant's cross partitioning model as well as develop my own set of parameters for interpretation in regards to polarity which is based on intervallic stability.

This thesis is focused on studying Customer Relationship Management (CRM) tool and philosophy implementation and how it develops a customer-centric view within organizations. Nowadays mutually advantageous customer relationship is the main asset of the contemporary businesses and CRM is the clue to creating this type of relationship. The purpose of this research is to study successful businesses where CRM tool and philosophy were implemented and how they contributed to the management of the companies. Through this analysis the benefits of the tool can be identified and the road map for its integration can be performed. Theoretical framework regarding marketing channel relationships, importance of dual customer value creation and customer value management, relationship marketing as the basis for CRM development, and strategic framework of the phenomenon have been considered. Besides that, the current position of the case company, Volvo Construction Equipment Region International, on the roadmap of the CRM implementation has been evaluated and analyzed. These steps have been taken in order to answer the main research question of the thesis, namely "How can an MNC become a more customer centric company by helping its dealers to implement a CRM system"? Several conditions have been identified in the thesis in order the companies could implement the CRM tool and philosophy successfully. The study provides recommendations, which guide the companies on the way to a customer-centric view through the integration of CRM in its business processes.

Composer Isang Yun developed an idiosyncratic musical language that blends Eastern-Asian and Western-European art traditions. Exiled from Korea due to political conflict, he continued his compositional career in Germany, where his music is renowned for its use of the Hauptton (“main-tone”) technique. Yun was the first to discuss this technique, which he interprets as a process rooted in East-Asian musical traditions, including Taoism philosophy. His music is remarkable in that it fuses this process within the context of Western formal structures. I combine Straus’s associational model with Yun’s Hauptton theory to analyse the second movement of Duo für Violoncello und Harfe (1984) in order to show the inclusion of Eastern-Asian and Western-European musical elements in Yun’s music. I begin by analysing several Haupttöne at the surface level through associational relationships, followed by a large-scale analysis of the entire movement with one fundamental Hauptton.

The compositional technique of cross partitioning is one of Luigi Dallapiccola's most used twelve-tone devices. Through a detailed analysis of three contrapuntal canonic movements from Dallapiccola's Quaderno Musicale di Annalibera, I examine his use of cross partitioning as a motivic tool and as a referential collection. The development of the BACH motive and the derivation of tone-row statements reflects on Dallapiccola's extensive use of cross partitioning and his compositional principles used to achieve a sense of polarity. Upon a preliminary analysis based on set-theory analysis set out by Joseph Straus I draw an interpretive analysis through Alegant's cross partitioning model as well as develop my own set of parameters for interpretation in regards to polarity which is based on intervallic stability.