Browsing by Author "Ojasalo, Jukka"

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    Appreciative Inquiry in change and quality management: A pilot study
    (2005) Strandén, Sanna; Ropponen, Timo; Tuotantotalouden osasto; Teknillinen korkeakoulu; Helsinki University of Technology; Ojasalo, Jukka
    The purpose of this study is to understand the change-management approach called Appreciative Inquiry and to gain practical experience of its implementation. The more specific research topics to be studied are the nature of the Appreciative Inquiry approach, finding improvement areas in the network of the case company by utilizing the Appreciative Inquiry process and, finally, clarifying the applicability of the process in terms of the quality improvement of operations. The approach of the research is that of case research. The case study is based on literature analysis and qualitative data obtained from empirical piloting. According to research results, the Appreciative Inquiry approach was found to be very much a value-added tool in identifying development areas of organizations in a positive way. The Appreciative Inquiry framework guides and supports the inquiry process, and can be modified for one's own purposes. In terms of change management, it can be said to include full involvement of organization members from the beginning. In addition to the above, Appreciative Inquiry works as a quality-management tool when identifying improvement and development areas of organizations through this process. A lot of ideas were found for developing and improving this network's operations in selected areas. In addition to this, the network created a proposal for concrete actions to make dreams come true. A very worthwhile experience of implementing the Appreciative Inquiry approach was gained from the real life of an organization during this pilot process.
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    Collaborative innovation with external actors: an empirical study on open innovation platforms in smart cities
    (2016-12) Ojasalo, Jukka; Kauppinen, Heini; Laurea University of Applied Sciences; Department of Marketing
    Despite the rapid increase of public–private–people partnership (PPPP) programs at the global scale, the scientific knowledge of collaborative innovation in cities is scarce. All smart city initiatives emphasize collaborative innovation for better services and products to address the needs and problems of modern cities. Indeed, there is an evident need for both scientific and practical knowledge in this area. Based on an extensive empirical study of open innovation platforms in smart cities, this article seeks to address this knowledge gap by increasing the knowledge of opportunities and challenges of collaborative innovation between a city and external actors, including companies, third sector organizations, research institutions, and citizens. The opportunities relate to novel services, products, and solutions, as well as economic gains, regional development, and systemic and process improvements. The challenges relate to city governments and external actors.
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    Integrating open innovation platforms in public sector decision making : empirical results from smart city research
    (2016-12) Ojasalo, Jukka; Tähtinen, Lassi; Laurea University of Applied Sciences; Department of Marketing
    The purpose of this article is to increase knowledge of integrating an open innovation platform into public sector decision-making processes. Many of the distinctive characteristics of public sector decision-making processes pose a challenge for innovation collaboration with external actors. Often, external actors are not aware of these distinctive characteristics, or they find it very difficult to adapt to them. Particularly SMEs and startups find it difficult to adjust their operation to public sector decision-making processes. The existing literature includes very little knowledge of how such an innovation platform, which is an intermediary between a city and external actors, relates to the city’s decision-making processes. Still, this is an important issue considering the prerequisites of the success of an innovation platform. This qualitative explorative study is based on data from in-depth interviews and co-creative multi-actor workshops with participants from city governments and other organizations. It proposes a model of open innovation platform for public sector decision making in a city. The article contributes to the literature dealing with innovation intermediaries as well as public sector decision making in enhancement of innovation. It identifies and introduces three different kinds of relationships that are present and partly interwoven in open innovation platforms and intermediary organizations: governing, sparring, and collaborative. The prosed model shows a practical way of organizing the three types of relationships of an innovation platform with the city’s decision making and external actors. The model also helps in combining different decision-making cultures between the public, private, and third sectors in the context of collaborative innovation.
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    Productivity of services and customer satisfaction in a certain company
    (2006) Siivonen, Raimo; Seppänen, Ilkka; Tuotantotalouden osasto; Teknillinen korkeakoulu; Helsinki University of Technology; Ojasalo, Jukka
    In this master's thesis the concepts and contents of productivity and customer satisfaction were examined. With regard to the concept of productivity the study focused on the productivity of services. Changes in productivity and customer satisfaction, as well as possible correlation between them, resulting from the transport company's development projects were also examined. This master's thesis is by nature and structure a case study. The study rests on literature analysis and an empirical part, in which the qualitative data has been drawn from the development projects of the case company. Data collection was done by studying project documents and interviewing both company employees who worked in the projects and company customers. A classical aspect of productivity and an aspect of productivity in services is brought forward in the study. The differences between the two and especially special characteristics of productivity in services have been studied. By examining the productivity in services the scope of the study is broadened and service quality and the customer's standpoint are also taken into account. A customer assesses the productivity of the company's services and influences the demand of services. The second part of this study focuses on customer satisfaction. A customer's expectations and experiences concerning a product or a service are manifested in customer satisfaction. Customer satisfaction can be influenced by various means and respectively the satisfaction of a customer has an effect on whether a company is successful. In most cases there is a correlation between productivity and customer satisfaction as shown in this thesis. The findings were interesting, however, because the correlation varied. Based on the findings of the study it is possible to improve the case company's development activities, the employees' understanding of productivity and customer satisfaction.