Poster presentation from the Living the Future 7 Conference, April 30-May 3, 2008, University of Arizona Libraries, Tucson, AZ. / The University of Arizona Libraries implemented free in-house article delivery for the entire campus in August 2006. The success of collaborating with other universities and teams in the library resulted in making the Express Document service a premiere service for our faculty, staff and students. Learn about what we did and how we did it-our connections with Greater Western Library Alliance consortial partners for benchmarking this type of service, how we created a business plan, what steps were taken to implement the service, the technology purchased and implemented, our collaboration with other teams in the library, and how we measured our progress.

Bakgrund: Svenskarna ligger idag i topp på listan över andelen internetanvändare i befolkningen. Hela 94 procent av Sveriges befolkning använder internet och av dem har hela 84 procent någon gång handlat på internet. E-handeln växer så det knakar och det gör att konsumenternas krav på leveransservice ökar. Man kan se det som att leveransservice har utvecklats till ett nytt konkurrensmedel för att kunna överleva på en hårt konkurrensutsatt marknad. Syfte och forskningsfrågor: Syftet med studien är att undersöka och analysera svenska ehandelsföretags leveransservice för att bidra till en ökad förståelse för betydelsen av leveransservice. För att uppfylla syftet har följande forskningsfrågor utformats: Hur arbetar utvalda svenska e-handelsföretag med leveransservice som konkurrensmedel? Hur lever utvalda svenska e-handelsföretag upp till konsumenternas krav på leveransservice? Metod och tillvägagångssätt: Datainsamling har skett genom två metoder. Utvalda ehandelsföretag har intervjuats i syfte att ta reda på hur de arbetar med leveransservice. Detta har kombinerats med en enkätundersökning där konsumenters förväntan på leveransservice undersökts. Datan har tolkats och analyserats på ett kvalitativt sätt för att skapa en förståelse för ämnet. Slutsats: Studien visar att svenska e-handelsföretag lever upp till konsumenternas krav på leveransservice samt att de arbetar kontinuerligt för att fortsätta med detta. Resultatet av studien har bekräftat att leveransservice är ett viktigt konkurrensmedel men att det är svårt för e-handelsföretagen att hitta den optimala nivån att ligga på. I takt med att konsumenternas krav på leveransservice ökar gäller det för företagen att följa denna utveckling och ständigt arbeta med effektiviseringar.

The meat producers of the western world needs to develop their export organizations and to streamline their physical distribution in order to take new market shares on the fast growing overseas markets. HKScan is one of those meat producing companies, the group has businesses in Finland, Sweden, Denmark and the Baltic countries. A part of their sales goes frozen on overseas export by container sea freight. Lately the logistics management of HKScan has been interested in investigating the effects of centralizing the physical distribution for the overseas export from Sweden and Denmark. This leads to the purpose of this study, which is:  “For HKScan, develop and apply a model that evaluates distribution structures for overseas export of frozen food regarding total cost, delivery service, environmental impact and regulations.” The case study included comparison between the current distribution structure for HKScan and three pre-determined scenarios. The current setup consists of multiple warehouses in both countries. In the first scenario the distribution structure is centralized to include one warehouse per country. In the second scenario, the total export flow of products from both Sweden and Denmark is redirected and centralized to one warehouse in Denmark. In the third scenario, the total export flow of products from both Sweden and Denmark is instead redirected and centralized to one warehouse in Sweden. To evaluate and compare the different distribution structures a general model was first created by combining different theoretical models and adapting them to the context of overseas distribution for frozen food. The study then included the three phases of developing the model to fit the case company, applying the model on the case company and then to finally evaluating the model. The resulting model, which was the outcome of the development process, can be seen below. The model illustrates the different included elements. By then applying the model onto the case company, HKScan, it was found that a centralization to a joint warehouse in Denmark would make total cost savings of several percents. In addition, this scenario would increase the total service level. However, the environmental impact would be increased due to long cross-border road transport distances and longer land and sea transports from the warehouse. In addition, it was not possible to fully investigate whether such a distribution would be possible from a regulatory point of view.  A centralization in each country would have minor regulatory issues, it would lead to the smallest environmental impact and have a slight increase in service levels as well as a reduction for the total cost of one percent. The evaluation of the model showed that it produces reasonable results with the regulatory elements being the hardest to evaluate for the different scenarios. Regarding the detail level, the veterinary element could be accounted for by the warehousing element and the sea freight element split into transport from warehouse to domestic port and sea freight from domestic port to the destination port. The box-model, containing twelve elements, can be seen as generalizable for evaluating distribution structures in similar contexts, Overseas export of frozen food. However, the calculation performed within the model do probably only apply to the specific scenarios in the study.

During the last years, the pharmacy market undergone major changes. Re-regulation that has been done in 2009 meant that monopoly was unlocked for competition. In a market where firms offer equivalent products, increases the importance of delivery service as competitive tool to differentiate themselves among the crowd. This also applies to pharmacy market where the supplies of goods in large way consist of equivalent products regardless of the company. This case study observes the importance of delivery service in terms of competitive tool on pharmacy market by focusing on a company’s improvement in delivery service. This study is based on an abductive research method. The data is collected by qualitative method in form of semi structured interviews and quantitative method in form of survey research. In order to investigate and analyze relevant subject, the study applies following theories: Porter five forces, logistics as a competitive tool, delivery service and its elements, improvement cycle and logistical goal mix. The conclusion of this study is that delivery service has a significant importance for the company to differentiate itself from its competitors and create competitive advantages. Between the various elements if the delivery service, the lead time is considered to be the most essential one, which is followed by delivery reliability, level of service and supply reliability. The result from the quantitative survey shows that customers have high expectations for a smooth delivery service which harmonizes with Apoteket AB's strategy to improve the delivery service.

<p>  </p> <p>The objective of the two essays is to understand how to enhance the targeted promotional programs. The first essay focuses on the importance of considering non-compliance to evaluate the target marketing and draw meaningful business implications. The second essay investigates the crucial impact of communication timing to improve the efficiency of promotional programs.</p> <p>The first essay, “Addressing Customer Non-compliance in Causal Studies”: Although numerous studies have examined how to reveal the causal relationship between targeting and customer’s conversion, focusing on the selection bias induced by targeting, the non-compliance issue remains sparse in the marketing literature. To fill this gap, I investigate the importance of addressing non-compliance in target program evaluation. Specifically, I propose a method to infer the causality, given the high proportion of non-compliers. I use propensity score matching and instrument variable method and show about 59% of the target message effects are nullified by non-compliance. Nevertheless, our findings suggest that firms carefully investigate whether compliance induces enough conversion to offset the marketing expense when deploying a multi-channel strategy because the level of customer awareness moderates the effect of the marketing message.</p> <p>The second essay “When Do You Talk to Your Customers? An Empirical Study of the Impacts of Communication Timing in the Prescription Delivery Service Market”: I investigate how to improve the marketing communication of the prescription delivery service that has been rapidly emerging, especially focusing on communication timing. I identify the causal relationship between the communication timing and targeting effect while controlling the potential endogeneity with the instrument method. Interestingly, my findings show contacting patients at the early prescription cycle is far more effective than at the end, despite no need for the refill, but well-awareness of the service can moderate the impact of communication timing. I also show that timing is vital for targeting effectiveness and a firm’s profitability by optimizing call allocation. Specifically, optimal timing targeting generates at least 4.3 times more conversion, inducing 6.6 times more net profits. </p>

no / Aims and background: This analysis paper describes a comparative evaluation of service deliverables within the Service Level Agreements (SLA) of two acute psychiatric services; one inclusive and the other exclusive of occupational therapy. Methods: Six SLA agreements provided the standards by which the two services were evaluated. The SLAs were evaluated because they are used by the service managers and commissioners to measure performance and clinical effectiveness. The role of the occupational therapists and their contribution to the planning and delivery of the performance indicators is also considered. An evaluation framework was applied to explore the potential role occupational therapy may have had in any performance difference between the two sites. In doing so it is hoped to provide some evidence to support and inform occupational therapists and service managers on the role and of occupational therapy in acute mental health services. This comparative evaluation followed the first three of the five audit stages: 1. Preparing for audit; 2. Selecting criteria; and 3. Measuring performance level. Findings: The service with occupational therapy performed better on home leave day use, ward occupancy and less than 3-day admissions. Conclusions: By delivering their key roles of individual assessment, therapeutic groups, individual treatment and discharge planning occupational therapist were able to contribute to the overall efficiency of service delivery. These findings support the role of the occupational therapist in an acute psychiatric setting and provide guidance for managers on how to utilise occupational therapy in the delivery of service outcomes.

For some considerable time, client satisfaction has been a problematic issue in the UK construction industry with many projects failing to satisfy the client needs and meet or exceed the client expectations. Client satisfaction is, however, a key performance measure and a major determinant of project success. There is a common belief that strategic decisions made by clients have a significant impact on the levels of client satisfaction. Strategic decisions in the context of construction projects are often associated with project stages including pre-design, design, tender, construction, occupancy & maintenance and disposal and vary in nature. Consequently the impact of strategic decisions on client satisfaction depends as much on timing as on the subjects of the decisions. While such findings are useful to facilitate the industry’s focus on addressing the failure in achieving client satisfaction, and point to the route for improvement, they are arbitrary and do not provide a systematic basis for investigating the real impact on client satisfaction. The nature of strategic decisions and the significance of its impact on client satisfaction have not been clearly identified and client satisfaction has remained an elusive issue for a majority of construction professionals. This research was hence undertaken to seek empirical evidence of an interrelationship between strategic decisions and client satisfaction. Defining strategic decisions, often associated with project stages, as ones that are complex and made under uncertainty and have a long-term impact on project success, a quantitative research methodology combined with qualitative approaches, was adopted in investigating the interrelationship between strategic decisions and client satisfaction. Findings of a detailed literature review revealed that client satisfaction at any stage depends as much on the service quality attributes of service providers including overall service delivery, people of service providers and communications with clients as on the influence of strategic decisions and the client itself. These performance attributes and the groups of strategic decisions, referred as strategic decision cluster (SDC), were further assessed and the relationships between these measures and strategic decisions were examined using factor analysis and multiple regression modelling techniques. Analyses revealed SDCs including Design Approach, Procurement and Implementation predict better the outcomes of service quality and hence higher levels of client satisfaction. Service delivery and communications with clients have a positively significant correlation with the levels of client satisfaction. Of these two attributes, communications with clients makes the largest unique contribution to the variance and is considered the better predictor for client satisfaction. The developed models is validated via external and internal validation and the findings support the thesis that strategic decisions have a impact on client satisfaction by strongly influencing the performance of service quality although causality cannot be assumed. It is recommended that service providers including contractors and consultants devote more efforts to improve their performance on the attributes of service quality identified as having significant association with client satisfaction, particularly service delivery and communications with clients. Further research efforts focusing on providing a practical tool or expert system so as to address the practical issues for a wider range of clients and service providers are also recommended.

The purpose of this two-year project (2009-2010) is to improve the distribution of DAISY content and the development of an online delivery service of DAISY content, both talking books and talking newspapers. The project is carried out by two organizations: Celia – the national library for persons with print disabilities in Finland (hereinafter Celia) – and the Finnish Federation of the Visually Impaired (hereinafter the FFVI). The solution will be based on network-capable DAISY players, not on computers. An online delivery platform supporting the international standard DAISY Online will be developed. The project involves 960 of Celia’s clients. These clients will be provided with a DAISY player and an Internet connection. The results of this pilot project will be used in building a national online delivery service system of DAISY content in Finland.

Orientador: João Guilherme de Camargo Ferraz Machado / Resumo: A crescente demanda por refeições rápidas e práticas devido ao dia a dia cada vez mais agitado e com menor disponibilidade de tempo da população, a evolução dos meios de comunicação, em especial, o smartphone, e a praticidade do poder de escolha e acompanhamento do status de preparação e entrega das refeições na palma da mão, tem alavancado a quantidade e usuários e a variedade disponível nos aplicativos de delivery online de alimentos. A quantidade de transações executadas através dos aplicativos diariamente e a necessidade de manter sua competitividade perante os concorrentes, exige que as empresas de aplicativos de delivery online de alimentos gerenciem melhor as informações registradas na empresa e as informações externas à empresa que são relacionadas ao mercado e à concorrência. Para tanto, é necessário saber utilizar as informações disponíveis a favor das empresas, transformando-as em inteligência para dar suporte a tomada de decisão estratégica. O objetivo geral da pesquisa foi analisar a aplicação da gestão da informação e da inteligência competitiva nas plataformas de delivery online do setor de alimentos, como fator gerador de diferenciais competitivos. De modo específico, identificou-se o uso da gestão da informação e da inteligência competitiva no contexto das plataformas delivery online; comparou-se a aplicação da gestão da informação e da inteligência competitiva entre diferentes plataformas de delivery online; propôs-se parâmetros e indicadores de gestão da in... (Resumo completo, clicar acesso eletrônico abaixo) / Abstract: The growing demand for fast and practical meals due to the increasingly hectic daily life and less time available by the population, the evolution of means of communication, especially smartphone, and the practicality of the power to choose and monitor status preparation and delivery of meals in reach, has leveraged the number and users and variety available in online food delivery applications. The number of transactions carried out through the apps daily and the need to remain competitive with competitors, requires online food delivery app companies to better manage information recorded inside and outside the company that is related to the market and competition. Therefore, it is necessary to know how to use the information available in favor of companies, converting them into intelligence to support strategic decision-making. The research general objective was to analyze the application of information management and competitive intelligence in online delivery platforms in food sector, as a factor that generates competitive differentials. Specifically, the use of information management and competitive intelligence was identified in the context of online delivery platforms; the application of information management and competitive intelligence between different online delivery platforms was compared; parameters and indicators for information management and competitive intelligence for online delivery platforms were suggested. Regarding the methodology, nature is qualitative ... (Complete abstract click electronic access below) / Mestre

Detta examensarbete utfördes på Otis AB, en global tillverkare och underhållare av hissar, rulltrappor och rullband. Arbetet behandlar företagets reservdelshantering och de processer och rutiner som följer av denna. Otis genomförde under hösten 2010 en storskalig kundundersökning som visade att företaget inte lever upp till uppsatta mål rörande kundtillfredsställelse. Företaget har i sin strävan att öka kundernas tillfredställelse insett att en ökning av leveransservicen, den service ett företag kan erbjuda sina kunder vid leverans av varor och tjänster, är nödvändig. Detta är något som företaget tror kan uppnås genom en förändring av den nuvarande reservdelshanteringen. Examensarbetets huvudmål är således att genom att utforma en ny kostnadseffektiv reservdelshantering uppnå en ökning av den leveransservice som Otis kan erbjuda sina kunder. Det underlag som krävdes för utvecklandet av denna rapport har till viss del inhämtats från intervjuer och möten med personer anställda vid Otis Stockholmskontor i Solna. Ett annat viktigt underlag för studien är den statistiska information som gått att inhämta från Otis samt dess huvudsakliga underleverantörer rörande företagets verksamhet. Vidare har utförliga empiriska studier utförts kring de aktiviteter som ingår i företagets nuvarande reservdelshantering. Som ett komplement till dessa studier har passande litteratur använts, litteratur som ligger till grund för både de praktiska och teoretiska studierna. Analysen resulterade i två alternativa logistiska strukturer för företaget. Dessa alternativa logistikstrukturer utvärderades utifrån leveransservice samt kostnadskonsekvenser för att i slutändan kunna jämföras med varandra samt med det nuvarande logistiksystemet. Det ena alternativet består av en intern lagerföring av reservdelar i företagets lagerlokaler i Solna samt Älvsjö medan det andra består av en intern lagerföring av reservdelar i hissmontörernas servicebilar. Av dessa alternativ rekommenderar vi Otis att implementera lagerföring av reservdelar i hissmontörernas servicebilar. Båda de framarbetade logistikalternativen resulterar i en ökning av Otis leveransservicenivå samt i reducerade logistikkostnader jämfört med dagens situation. Båda alternativen har potential att uppnå en liknande leveransservicenivå men där en lägre totalkostnad kan uppnås vid lagerföring i hissmontörernas servicebilar. Detta i kombination med att den övergripande strategin inom organisationen underlättar för en implementering av alternativet med lagerföring av reservdelar i hissmontörernas servicebilar har legat till grund för vår rekommendation. / This thesis was conducted at Otis AB, a global manufacturer and service provider of elevators, escalators and travelators. The thesis deals with the company's spare part handling and the processes and procedures resulting from this. Otis conducted in the autumn of 2010 a large-scale customer survey which showed that the company did not live up to set targets concerning customer satisfaction. The company has in its struggle to increase customer satisfaction realized that an increase in delivery service, the service a company can offer its customers upon delivery of goods and services, is necessary. This is something that the company believes can be achieved by a change in the present spare part handling. The thesis main objective is therefore to design a new cost-effective spare part handling to achieve an increase in the delivery service that Otis can offer its customers. The material required for the development of this report has partially been collected from interviews and meetings with employees at Otis office in Stockholm. Another important basis for the study is the statistical information that has been obtained from the company and its main subcontractors. Moreover, detailed empirical studies have been conducted around the activities involved in the present spare part handling. To complement these studies suitable literature has been used as the basis for both the practical and theoretical studies. The analysis resulted in two alternative logistics structures for the company. These logistics structures were evaluated based on delivery service and cost implications to ultimately be compared with each other and with the existing logistic system. The first alternative consists of internal holding of spare parts in the company's warehouses in Solna and Älvsjö while the second consists of internal holding of spare parts in the elevator mechanics’ service cars. Of these alternatives, we recommend Otis to hold spare parts in the service cars. Both logistics alternatives result in an increase of Otis delivery service and in reduced logistics costs compared to today's situation. The alternatives have the potential to achieve similar delivery service but a lower total cost can be achieved by holding spare parts in the mechanics’ service cars. This fact, combined with an overall strategy of the organization that facilitates an implementation of the alternative consisting of holding spare parts in the mechanics’ service cars have been the basis for our recommendation.