In my thesis, I will focus on outsourcing the way it may be applied from global perspective. I will precisely define specific types of outsourcing, it`s versatility and summarize current trends in outsourcing business. Besides outsourcing, focus has also been put on managed service known as managed ICT services. Looking into these, particular interest is given to outsourcing of printing services and managed desktop services. As a result, deep dive into current situation of a concrete company was done, listing analysis of actual printing devices and desktop devices, ending with closing summary recommending the best way to implement new solution and smart ways of financing.

This thesis explores the topic of service level agreements management according to IT Infrastructure Library as a structured document. First of all ITIL in general is briefly described, analysis and a structure of SLA is then defined. This is a base for conceptual model definition. Later design and implementation of a web service and a client web application are presented. Both applications will be used as a tool in the course being held by our faculty.

In der vorliegenden Masterarbeit wird die Thematik eines Service-Level-Modells für das Kunden-Reporting eines hochtechnologisierten Unternehmens analysiert. Die stetig kürzer werdenden Technologiezyklen, der zunehmende Druck von anderen Wettbewerbern sowie die Flut an aufkommenden Kleinkunden, durch Technologien des Internet der Dinge, verlangen nach einer konsequenten Report-Standardisierung. Aufgrund der unterschiedlichen Ansätze im Kunden-Reporting des Unternehmens wurde untersucht, inwiefern die Erfahrungen mit Großkunden auf Kleinkunden nachhaltig und zielgerichtet adaptiert werden können. Die Analyse der theoretischen Grundlagen unterstreicht die Relevanz dieser Thematik und verdeutlicht die Gemeinsamkeiten zwischen dem unternehmensinternen Management-Reporting sowie dem Reporting für B2B-Kunden. Im Anschluss daran erfolgt eine Bestandsaufnahme des Customer-Reportings in Bezug auf das Foundry-Unternehmen. Dabei wurden alle kundenrelevanten Berichte der Fachabteilungen begutachtet. Im Nachgang dazu konnten entsprechende Optimierungsansätze herausgearbeitet sowie ein nachhaltiges Reporting-Konzept für Kleinkunden aufgezeigt werden. Das erarbeitete Konzept soll zukünftig seitens der Foundry als Grundlage für aufkommende Neukunden mit niedrigem Produkt-Volumina dienen. Betrachtet man nun das Resultat dieser Untersuchung bleibt festzuhalten, dass durch dieses Instrument dem Effekt der Informationsüberflutung auf Kundenseite deutlich entgegengewirkt wird. Überdies wird erreicht, dass auf Seiten der Foundry sowie dem B2B-Kunden ein homogenes Verständnis, in Bezug auf die technischen Inhalte, generiert wird. Insgesamt betrachtet, liefert diese Arbeit einen wertvollen Beitrag zum Thema Customer-Reporting im hochtechnologisierten Umfeld. Man kann daher den Schluss ziehen, dass es gelingen kann, den vielfältigen Anforderungen der aufkommenden Kleinkunden mit einem generellen Reporting-Standard zu begegnen.

This Master’s Thesis in Electrical Engineering concerns the introduction of a Parlay gateway in Skanova’s public circuit switched telephone network, what network integrity problems this brings, and how to preserve the integrity of the network. There is a rising demand from the market on Skanova to be able to offer integrated and useful services via their network. Examples of such services are Web Controlled Call Forwarding and Virtual Call Centres. Until now, these services have been implemented with the Intelligent Network concept which is a technology for concentrating the service logic in the telephone network to centralised service platforms within the network operator’s domain. Developing new services in this environment is expensive and therefore, Skanova wants to open the network for third party service providers. The opening of the network is enabled by the introduction of a gateway implementing the open service interface Parlay. The crucial point when opening the network for third party service providers is to maintain the integrity of the network. Parlay is an object oriented Application Programming Interface that enables a third party service access to core network resources in a controlled manner. The authors’ definition of network integrity is: “the ability of a network to steadily remain in a safe state, while performing according to the expectations and specifications of its owner, i.e. delivering the expected functionality and providing means to charge for utilised network resources”. The thesis describes a few services implemented via the Parlay interface and points out examples of activities in these services that may jeopardise the integrity of the network. The described activities belong to one of the two categories: Call Control Functionality or Lack of Charging Instruments. The thesis also describes two important methods for addressing encountered integrity problems. The methods are: Parlay Service Level Agreement and Policy Management.</p> Finally, the solutions are compared and the conclusion is that Policy Management is a conformable and flexible method for addressing lots of integrity problems and that these are important qualities, since new integrity problems will arise all the time.

El estudio evalúa el impacto de aplicar el carril reversible para reducir la congestión vehicular en una zona urbana. La evaluación se realizó usando simulación y desarrollando a su vez escenarios de ciclo de semáforo que se acople a su mejoría, de esta manera conocer los cambios de reducción de sus parámetros como demoras, tiempos de viaje y longitud de cola. El análisis parte de los datos recopilados del estado real del tráfico a través de la implementación y simulación microscópica con la aplicación del software VISSIM 9.0. Una vez calibrado y validado el modelo se implementa el carril reversible en la Av. José Carlos Mariátegui entre la av. Magnolias – av. 1ro de mayo. Los resultados de acuerdo a los parámetros se obtuvieron la mejora del nivel de servicio en las intersecciones 1 pasando del nivel F al nivel E y en la intersección 2 del nivel E al nivel D. También, mejoro el tiempo de viaje en la intersección 1 a un 42% y la intersección 2 en un 15%. En cuanto a la simulación de los escenarios del semáforo implementado con el carril reversible, se realizó dos escenarios 1 y 2, lo cual, se tomará en cuenta el escenario 2 del ciclo de semáforo, ya que en ella se ve una gran mejora en la longitud de cola en un 53%. / The study evaluates the impact of applying the reversible lane to reduce traffic congestion in an urban area. The evaluation was carried out using simulation and in turn developing traffic light cycle scenarios that are coupled to its improvement, in this way knowing the reduction changes of its parameters such as delays, travel times and queue length. The analysis is based on the data collected from the real state of the traffic through the implementation and microscopic simulation with the application of the VISSIM 9.0 software. Once the model has been calibrated and validated, the reversible lane is implemented on Av. José Carlos Mariátegui between Av. Magnolias - av. May 1st. The results according to the parameters were obtained from the improvement of the service level at intersections 1, going from level F to level E and at intersection 2 from level E to level D. Also, the travel time at intersection 1 was improved. 42% and intersection 2 15%. Regarding the simulation of the traffic light scenarios implemented with the reversible lane, two scenarios 1 and 2 were carried out, which will take into account scenario 2 of the traffic light cycle, since it shows a great improvement in the tail length by 53%. / Trabajo de investigación

La presenta tesis tiene como objetivo proponer medidas de mitigación que permitan disminuir la congestión vehicular en la red vial alrededor del Centro Comercial a construirse en el distrito de La Molina llamado “Portal La Molina”. Para ello, en base a un análisis teórico y práctico, según la metodología de segmentación detallada en el Highway Capacity Manual 2010 (HCM 2010), se realizaron aforos vehiculares por tres días en el mes de enero del año 2020 en las tres intersecciones críticas alrededor del proyecto. Con estos datos se determinaron los niveles de servicio de las tres intersecciones analizadas, siendo estas de nivel “D”, “C” y “C” para la situación actual. Luego, considerando una situación futura proyectada a 5 años donde se incluye la operación del Centro Comercial “Portal La Molina”, se obtuvo un nivel de servicio “F”, “D” y “F”. Asimismo, se simularon ambos escenarios en el software Synchro Studio 9, logrando representar las características geométricas de la vía, ingreso y salidas de vehículos, colas de vehículos, volumen y capacidad de las intersecciones. Posteriormente, se compararon estos resultados con los obtenidos a partir de la simulación de las medidas propuestas por el EIV aprobado del proyecto. Finalmente, para solucionar esta situación, se realizaron modificaciones como la implementación de semáforos, optimización del ciclo semafórico, modificación de carriles, cambio de accesos vehiculares y peatonales, lo que resultó en un nivel de servicio “F”, “C” y “C”, lo que permite cumplir con la disminución de la congestión en el área de influencia del proyecto. / The objective of this thesis is to propose mitigation measures that allow reducing traffic congestion on the road network around the Shopping Center to be built in the La Molina district called “Portal La Molina”. To do this, based on a theoretical and practical analysis, according to the detailed segmentation methodology in the Highway Capacity Manual 2010 (HCM 2010), vehicle counts were carried out for three days in January 2020 at the three critical intersections around of the project. With these data, the service levels of the three analyzed intersections were determined, these being level “D”, “C” and “C” for the current situation. Then, considering a future situation projected to 5 years which includes the operation of the "Portal La Molina" Shopping Center, a result of service level "F", "D" and "F" was obtained. Likewise, both scenarios were simulated in Synchro Studio 9 software, managing to represent the geometric characteristics of the road, vehicle entry and exit, vehicle queues, volume and capacity of the intersections. Subsequently, these results were compared with those obtained from the simulation of the measures proposed by the approved Road impact study of the project. Finally, to solve this situation, modifications were made such as the implementation of traffic lights, optimization of the traffic light cycle, modification of lanes, change of vehicular and pedestrian accesses, which resulted in a service level "F", "C" and "C”. Which allows to comply with the reduction of congestion in the area of ​​influence of the project. / Tesis

Purpose – The purpose of this study is to increase the knowledge of how the inventory can becontrolled and managed when purchasing in conjunction with an ABC-classification. To fulfilthe purpose, two research questions have been formulated: [1] How can the ABC classification be used to manage the purchasing process? [2] How can the ABC classification contribute to improved warehouse service? Method – The study was initiated with a feasibility study in order to shed light on the problemarea and its context which the study intends to investigate further. The feasibility study incombination with a literature review contributed to the formulation of the purpose and researchquestions. The study is designed in accordance with a case study with a singular analysis unit, in this case the purchasing unit in a business system. Furthermore, data collection wasgenerated via literature study, interview, and questionnaire. The interviews and thequestionnaires contributed to qualitative primary data which were intended to illustrate theusers’ knowledge and use of the studied phenomenon. Findings – It was found in the study that ABC classification is an effective method fordifferentiating purchasing and inventory management. This study demonstrates that aninterconnection of ABC classification and inventory service level is the most effective approachin order to control and minimize the occurrence of shortages, resulting in improved warehouseservice. Implications – The subject areas, which first and foremost are ABC classification andinventory management, are thoroughly researched as proven by existing literature, hencegenerating new knowledge to the fields are considered to be challenging. Despite the givencircumstances, this study adds knowledge to a certain extent, as the study presents andstrengthens existing research regarding how a combination of an ABC classification and acertain degree of service level has been shown to streamline the purchasing process andimprove the warehouse service as well as the inventory management. Limitations – This study only includes the users of the business system and the purchasingmodule provided by the case company, which can be considered to affect the generalizability ofthe study. The fact remains, however, that generalizability should also apply in other systemsin connection with purchasing, since the starting point of the theory and its area of applicationis so well known and generally accepted. Keywords – ABC analysis, ABC classification, inventory management, inventory control,safety stock, service level, warehouse service. / Syfte – Syftet med studien är att öka kunskapen om hur olika artikelklassificeringar bör styrasvid inköp. För att besvara syftet har det brutits ner i två frågeställningar: [1] Hur kan ABC-klassificering användas för att styra inköp? [2] Hur kan ABC-klassificering bidra till förbättrad lagerservice? Metod – Studien initierades med en förstudie för att belysa det problemområde och desskontext, vilken studien ämnar undersöka. Förstudien i kombination med litteraturstudie bidrogtill formulering av studiens syfte och frågeställningar. Studien är av enfallsdesign med enanalysenhet, i det här fallet inköpsmodulen i ett affärssystem. Vidare genereradesdatainsamling via litteraturstudie, intervju samt enkät. I samband med intervju och enkäterhölls kvalitativa primärdata som avsåg åskådliggöra användarnas kunskap och användningav det studerade fenomenet. Resultat – ABC-klassificering visar sig vara en effektiv metod för differentiering av inköp ochlagerstyrning. Den här studien påvisar att en sammankoppling av artikelklassificering ochlagerservicenivå är det mest effektiva tillvägagångssättet i syfte att kontrollera och minimerauppkomsten av bristtillfällen som ger upphov till förbättrad lagerservice. Implikationer – Ämnesområdet kring ABC-klassificering och servicenivå är väl utforskatinom befintlig litteratur, vilket bidrar till mindre utrymme att generera ny kunskap till området.Trots given omständighet tillför studien i viss utsträckning kunskap, då genomförd studieframlägger och stärker befintlig forskning då en kombination av ABC-klassificering ochservicenivå har visat sig effektivisera inköpsarbetet. En sådan kombination visar sig i empirinha minimerat antal bristtillfällen och på så vis förbättrat lagerservicen. Begränsningar – Studien inkluderar enbart användare av inköpsmodulen som fallföretagettillhandahåller, vilket kan påverka studiens generaliserbarhet. Faktum kvarstår dock attgeneraliserbarhet även bör gälla i andra fall då inköp görs eftersom utgångspunkten för teorinoch dess användningsområde är så pass känt och allmänt godtaget. Nyckelord – ABC-analys, ABC-klassificering, lagerhantering, lagerservice, lagerstyrning,servicenivå, säkerhetslager.

La presente tesis se centra en analizar las herramientas de ingeniería industrial que permitan incrementar el nivel de servicio interno en el proceso de abastecimiento logístico en una empresa del sector minero y con el entorno económico de los últimos 10 años. La hipótesis plantea la implementación de un sistema de control de inventarios y de la gestión de relación con los proveedores. El trabajo está compuesto de cuatro capítulos. En el primero se analizó el marco teórico y los casos de éxito. En el segundo, se abordaron temas como: antecedentes y procesos generales y logísticos de la organización, definición del problema y sus causas, el impacto económico y el planteamiento del objetivo general y específico. Por su parte, el tercer capítulo se dividió en dos etapas: la primera correspondiente al diseño de la metodología y en la segunda etapa el desarrollo de la propuesta. Finalmente, en el cuarto capítulo, se incluyó el presupuesto de recursos, el análisis financiero de riesgos y la elaboración del flujo de caja respectivo; asimismo, se validó la propuesta por medio de la simulación con el software ProModel. Por lo expuesto, se concluye que, con la correcta elección del sistema de inventarios y una adecuada gestión de relación con los proveedores, se podrá incrementar el nivel de servicio interno en el proceso de abastecimiento logístico, con lo cual se logrará cumplir con un óptimo nivel de atención de repuestos de alta rotación, así como el cumplimiento en las entregas a tiempo para las compras con prioridad normal. / The present thesis focuses on analyzing industrial engineering tools that allow increasing the level of internal service in the logistics supply process in a company in the mining sector and with the economic environment of the last 10 years. he hypothesis raises the implementation of an inventory control system and supplier relationship management. The following work is made up of four chapters. In the first, the theoretical framework and success cases were analyzed. In the second, topics such as: background and general and logistical processes of the organization, definition of the problem and its causes, the economic impact and the approach of the general and specific objective were addressed. Consequently, the third chapter was divided into two stages: the first corresponding to the design of the methodology and the second to the development of the proposal. Nevertheless, in the fourth chapter, the resource budget, the financial risk analysis and the preparation of the respective cash flow were included; Likewise, the proposal was validated through simulation with the Promodel software. Based on the foregoing, it is concluded that, with the correct selection of the inventory system and proper relationship management with suppliers, the level of internal service in the logistics supply process may be increased, thereby achieving optimum compliance level of attention of high rotation spare parts, as well as the fulfillment in the deliveries in time for the purchases with a normal priority. / Trabajo de Suficiencia Profesional

La congestión vehicular se ha convertido día tras día en una constante en las grandes ciudades del mundo y Lima es una de ellas. Sin embargo, existen formas de mitigar el tiempo que se pierde al momento de circular por estas vías de alto tránsito vehicular, en especial durante las horas pico de la noche como es el caso de la Av. José Carlos Mariátegui entre la Av. Las Magnolias y la Av. 1ero de Mayo. Por tal motivo, el presente trabajo consiste en proponer una alternativa de solución al problema para reducir un 30 % la congestión del tráfico vehicular, empleando para ello el carril reversible. Para la determinación de la factibilidad del empleo de esta solución se realizó previamente la modelación mediante el software VISSIM 9.0 de acuerdo a parámetros de nivel microscópico, los cuales fueron utilizados en la calibración y validación del modelo haciéndolo más cercano a la realidad considerando las características de la zona de estudio. Por otro lado, se realizó el cálculo del nivel de servicio mediante el manual de HCM 2010, que proporciona a una serie de pasos sucesivos para finalmente poder obtener el nivel de servicio de la Avenida en estudio. A partir de lo cual se concluye que la aplicación del carril reversible cumple la función de reducción del nivel de servicio pasando de un nivel “F” a un nivel “E” en la primera intersección, y de un nivel “E” a un nivel “D” en la segunda. Lo que representa una reducción de las demoras en 30%, tiempo de viaje en 29% y longitud de cola en 53 %. Por último, para complementar la mejora del nivel de servicio del carril reversible se propuso dos escenarios de semaforización la cual, el escenario 2 resulto ser la más óptima con los intervalos propuestos en las fases 1 y 2 sin alterar los ciclos actuales. / Day after day Traffic Congestion has become a constant in the great cities of the world and Lima is one of them. However, there are ways to mitigate the time that it’s lost in the moment to drive these high traffic roads, especially during peak hours at night, such as Av. José Carlos Mariátegui between Av. Las Magnolias and Av. 1ero de Mayo. For this reason, the present work consists of proposing an alternative solution to the problem to reduce vehicular traffic congestion by 30%, using the reversible lane. To determine the feasibility of using this solution, modeling was previously carried out using the VISSIM 9.0 software according to microscopic level parameters, which were used in the calibration and validation of the model, making it closer to reality considering the characteristics of the study zone. On the other hand, the calculation of the level of service was performed using the HCM 2010 manual, which provides a series of successive steps to finally be able to obtain the level of service for the avenue under study. From which it is concluded that the application of the reversible lane fulfills the function of reducing the level of service, going from a level “F” to a level “E” at the first intersection, and from a level “E” to a level "D" in the second. This represents a reduction of delays by 30%, travel time by 29% and queue length by 53%. Finally, to complement the improvement of the service level of the reversible lane, two traffic light scenarios were proposed, which, scenario 2 turned out to be the most optimal with the intervals proposed in phases 1 and 2 without altering the current cycles. / Tesis

In this dissertation, we address the problem of vagueness in traditional legal contracts by presenting novel methodologies that aid in the paradigm shift from traditional legal contracts to smart contracts. We discuss key enabling technologies that assist in converting the traditional natural language legal contract, which is full of vague words, phrases, and sentences to the blockchain-based precise smart contract, including metrics evaluation during our conversion experiment. To address the challenge of this contract-transformation process, we propose four novel proof-of-concept approaches that take vagueness and different possible interpretations into significant consideration, where we experiment with popular vendors' existing vague legal contracts. We show through experiments that our proposed methodologies are able to study the degree of vagueness in every interpretation and demonstrate which vendor's translated-smart contract can be more accurate, optimized, and have a lesser degree of vagueness. We also incorporated the method of fuzzy logic inside the blockchain-based smart contract, to successfully model the semantics of linguistic expressions. Our experiments and results show that the smart contract with the higher degrees of truth can be very complex technically but more accurate at the same time. By using fuzzy logic inside a smart contract, it becomes easier to solve the problem of contractual ambiguities as well as expedite the process of claiming compensation when implemented in a blockchain-based smart contract.