Supplier Complaint Management

A complaint takes place when something goes wrong with no one willing to deal with the topic. If a customer fails to express oneself about something that went wrong, the firm stands to lose: an opportunity to improve has been missed. In order to retain existing customers, complaint management should be more than just a system of monitoring customer satisfaction: customers must be encouraged to bring out their concerns in form of complaints. This study focuses on complaint management from two viewpoints: customer-based and delivery-based complaints. Processes and systems of complaint handling are discussed in context of continuous improvement and problem solving. In addition, methodologies and models supporting employee empowerment are discussed. The main purpose of this study is to create an interface solution to unify communication between a team of operative purchasing and the customer in order to improve data acquisition and utilization within decision-making. The most critical elements of this study pertain to analysing the present state, choosing the correct system for complaint management, and designing documents to support the communication towards both suppliers and customers. The study was carried out in the form of focused interviews. At an early stage employees from different positions were interviewed for relevant background information. In addition, current processes were studied both from quantitative and qualitative point of view and the performance was evaluated in comparison against two other teams alike. Managerial interviews had an important role in the development process from a strategic point of view. Interviews indicated that complaints were perceived low within the work task hierarchy due to their rareness. Monthly complaint- per-buyer rate was close to zero resulting in lack of motivation. The lack of standardized process practices and supporting documents was also apparent. This thesis was carried out as a company assignment.fi=Opinnäytetyö kokotekstinä PDF-muodossa.|en=Thesis fulltext in PDF format.|sv=Lärdomsprov tillgängligt som fulltext i PDF-format

Cumulative Risk of End-Stage Renal Disease Among Patients With Type 2 Diabetes : A Nationwide Inception Cohort Study

OBJECTIVE To estimate long-term cumulative risk of end-stage renal disease (ESRD) after diagnosis of type 2 diabetes. RESEARCH DESIGN AND METHODS This nationwide population-based inception cohort study included 421,429 patients with type 2 diabetes diagnosed in 1990-2011; patients were followed until the end of 2013. Data linkage between several national health care registers in Finland, covering 100% of the population, enabled the inclusion of almost all inhabitants who started taking diabetes medication or were hospitalized for diabetes. Cumulative risk of ESRD and hazard ratios [HR] for ESRD and death were estimated according to age, sex, and time period of diabetes diagnosis. RESULTS Among 421,429 patients with type 2 diabetes, 1,516 developed ESRD and 150,524 died during 3,458,797 patient-years of follow-up. Cumulative risk of ESRD was 0.29% at 10 years and 0.74% at 20 years from diagnosis of diabetes. Risk was higher among men than among women (HR 1.93 [95% CI 1.72-2.16]), decreased with older age at diagnosis (HR 0.70 [95% CI 0.60-0.81] for age 60-69 vs. 40-49 years), and was lower for those diagnosed in 2000-2011 than in 1990-1994 (HR 0.72 [95% CI 0.63-0.81]). Patients diagnosed with diabetes in 2000-2011 had lower risk of death during follow-up than those diagnosed in 1990-1994 (HR 0.64 [95% CI 0.63-0.65]). CONCLUSIONS Cumulative risk of ESRD is minimal among patients with type 2 diabetes compared with their risk of death. Patients diagnosed with diabetes at an older age have a lower risk of ESRD due to higher competing mortality.Peer reviewe

Monitoramento da toxicidade genética associada aos dejetos industriais e urbanos em amostras de água do rio Caí através do Teste SMART

O rio Caí é utilizado como corpo hídrico recipiente de efluentes industriais e urbanos. Em função disto,foi utilizado o teste SMART para traçar um diagnóstico da genotoxicidade associada a este rio. As coletasforam realizadas nos meses de março, junho e setembro de 1999 em pontos sob influência industrial(km18,6 e km13,6) e urbana (km52, km78 e km80). Os pontos km 18,6 e km 13,6 foram caracterizadoscomo destituídos de ação genotóxica. Por outro lado, as amostras urbanas referentes aos meses de março(km 52, 78 e 80) e setembro (km 52) foram diagnosticadas como indutoras de toxicidade genética.Considerando estes resultados, conclui-se que os prejuízos causados pelos dejetos urbanos podem ser tãoou mais nocivos que os impostos pelos de origem industrial.Palavras-chaves: SMART, Genotoxicidade, Água, D. melanogaster

Haavanhoito-ohjeistuksen malli

Opinnäytetyön tarkoituksena oli kartoittaa yliopistosairaalan ortopedian vuodeosaston työntekijöiden kokemuksia siitä, että millainen haavanhoito-ohjeen malli palvelisi työntekijöitä parhaiten. Tutkimus toteutettiin teemahaastattelun kautta laadullisten tutkimusmenetelmien periaatteiden mukaan. Opinnäytetyön aineisto kerättiin työympäristössä haastattelemalla työntekijöitä, ketkä toteuttavat haavanhoitoa. Tavoitteena opinnäytetyössä oli luoda haavanhoito-ohjeen malli, joka auttaa työntekijää toimimaan vuodeosaston päivittäisessä työssä. Viidestä tehdystä teemahaastattelusta nousi esiin, että osaston henkilökuntaa palvelisi arkityössä taskukokoinen opas. Opas kulkisi työntekijän mukana koko työpäivän ajan ja sen kautta työntekijät voisivat palauttaa mieleen haavanhoitoon liittyviä asioita. Opinnäytetyöhön liittyvää teoriaa on kerätty monista eri lähteistä liittyen niin teemahaastatteluun kuin ohjauksen teoriaan.The purpose of this thesis was to study the experiences of the workers of an University hospital´s orthopedic ward of what kind of wound care guide would serve staff best. The study was carried out through theme interviews according to the principles of qualitative research methods. The material of this thesis was gathered in the working environment by interviewing the staff who carry out wound care in the ward. The objective of the thesis was to create a model of wound care guide that would help the individual worker to perform the daily tasks of orthopedic ward. The interviews reveal that a pocket sized guide would serve the staff best. The employees can carry the quide with them during the shift and recall issues related to wound care. The theoretical framework of this thesis has been gathered from many different sources related to theme interview as well as the theory of guidance

Type 2 diabetic patients on renal replacement therapy : Probability to receive renal transplantation and survival after transplantation

Background Type 2 diabetic (T2DM) patients on renal replacement therapy (RRT) seldom receive a kidney transplant, which is partly due to age and comorbidities. Adjusting for case mix, we investigated whether T2DM patients have equal opportunity for renal transplantation compared to other patients on dialysis, and whether survival after transplantation is comparable. Methods Patients who entered RRT in Finland in 2000-2010 (n = 5419) were identified from the Finnish Registry for Kidney Diseases and followed until the end of 2012. Of these, 20% had T2DM, 14% type 1 diabetes (T1 DM) and 66% other than diabetes as the cause of ESRD. Uni-/multivariate survival analysis techniques were employed to assess the probability of kidney transplantation after the start of dialysis and survival after transplantation. Results T2DM patients had a relative probability of renal transplantation of 0.18 (95% CI 0.15-0.22, P Conclusions T2DM patients had a considerably lower probability of receiving a kidney transplant, which could not be fully explained by differences in the patient characteristics. Survival within 5 years after transplantation is comparably good in T2DM patients.Peer reviewe

Use Cases and Technical Solutions for Cross Border Operation Pilot

Interoperability has been available for TETRAtechnology since year 2000 but after a decade, there is no single operational interoperability implementation, used by end-user organizations, between operational TETRA networks. The MultiAgency Cooperation In Cross-border Operations (MACICO) project paves way for an operational pilot in Finland cross border areas by bringing together end users, technology providers and researches already in the planning phase of a pilot. This study presents four use cases for the operational interoperability pilot with technical implementation models that are derived from the use cases

Cloning and characterization of cDNA clones encoding phenylalanine ammonia-lyase in barley

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