In today's business environment, customer service is more critical than ever. It is a major factor when consumers decide where to take their business. However, consumer choice is not applicable to all businesses for example, public utilities. Consumers do not have a choice in picking which utility company provides them service; the choice depends upon local jurisdictions and predetermined service territories. This lack of choice creates a "forced relationship" between consumers and public utilities. Because the nature of this relationship can have a negative impact, public utilities need to reevaluate their approach and invest in effective customer service as a valuable tool to achieve their organizational goals. This study investigates the need for public utilities to expand their investment; explores the available avenues to expand their investment; and offers a recommended pathway with the features and interface to expand their investment. Technology is the key in achieving organizational goals as it can reengineer internal and external operations. Self-service technology (SST) along with the features of gamification enable an organization to reengineer both its internal and its external operations. Companies can shift work from employees to customers and develop new mediums for customer service interaction. Overall, three investments are analyzed: traditional call centers, online, and mobile. The analysis focuses on available features and how those features affect the achievement of organizational goals. Two studies comprise interviews with utility representatives and a customer survey completed to reinforce findings. Based on the research, a smartphone application is the best option to enhance customer service while addressing all organizational goals.

This paper will cover topics regarding remote work. More specifically, remote work for the field of logistics. It will also dive into remote work platforms themselves e.g., Slack, Zoom, etc. Microsoft Teams, the specific software we used while I was at my internship, will be analyzed as well. I will, specifically, be analyzing the fundamental issues that occurred during my internship, developing a feasible solution with a laid-out process for each one. After the proper execution of these processes, I will discuss my results. I found that time is the most critical component of an optimal transition to remote work. Finally, I will conclude with reflections on my findings, insights from current working supply chain professionals, and prompt further research that could be done.

Supply chain management is becoming an increasingly vital component in the success of an organization. Business and government leaders continue to recognize the importance of having robust and resilient supply chains. This trend has been accelerated by the COVID-19 pandemic which brought to light the fragility of the modern global supply chain network. Decades of offshoring has led to the inability of businesses to adequately manufacture critical supplies in times of crisis. This reality is most prevalent in the healthcare industry. Antibiotics, pharmaceuticals, PPE, testing equipment are almost entirely sourced from Chinese manufacturers. Building a more resilient healthcare supply chain requires a revaluation of critical items, cooperation between businesses and government, and recognizing the precarious situation for the United States which has become completely reliant on foreign manufacturers. <br/> Businesses are looking to develop more resilient supply chains which can respond and predict unforeseen market circumstances. The federal government is reckoning the national security concern of sourcing nearly all antibiotics, and pharmaceuticals from Chinese manufacturers. Aligning the goals of key stakeholders and developing the necessary incentive structure to encourage domestic manufacturing is necessary to respond to this crisis. As the global economy becomes increasingly interconnected and dependent on changes to markets anywhere on the globe, a renewed focus on proactive strategies is necessary to ensure the security and resiliency of the United States healthcare supply chain.

For our project, we explored the growth of the ASU BioDesign Clinical Testing Laboratory (ABCTL) from a standard university research lab to a COVID-19 testing facility through a business lens. The lab has pioneered the saliva-test in the Western United States. This thesis analyzes the laboratory from various business concepts and aspects. The business agility of the lab and it’s quickness to innovation has allowed the lab to enjoy great success. Looking into the future, the laboratory has a promising future and will need to answer many questions to remain the premier COVID-19 testing institution in Arizona.

For our project, we explored the growth of the ASU BioDesign Clinical Testing Laboratory (ABCTL) from a standard university research lab to a COVID-19 testing facility through a business lens. The lab has pioneered the saliva-test in the Western United States. This thesis analyzes the laboratory from various business concepts and aspects. The business agility of the lab and it’s quickness to innovation has allowed the lab to enjoy great success. Looking into the future, the laboratory has a promising future and will need to answer many questions to remain the premier COVID-19 testing institution in Arizona.