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 thesis will bring together students to engage in entrepreneurship by finding, measuring and sharing strategic market opportunities. From a student’s perspective, it will take a deep dive into the world of startup ecosystems, markets and trends utilizing both qualitative and quantitative market research techniques. The information gathered has been curated into a productive, meaningful manner, through a report titled “The State of Startups: A Student Perspective.” <br/> The first key theme of this thesis is that market intelligence can be a powerful tool. The second key theme is the power of knowledge implementation towards competitive strategies. The first section of the thesis will focus on identifying and understanding the current “startup” landscape as a basis on which to build strategic and impactful business decisions. This will be accomplished as the team conducts a landscape analysis focused on the student perspective of the student-based North American “entrepreneurial” ecosystem. The second section of the thesis will focus specifically on the personal experiences of student startup founders. This will be accomplished through the analysis of interviews with founders of the startups researched from the first section of the thesis. This will provide us with a direct insight into the student perspective of the student-based North American “entrepreneurial” ecosystem.

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.

The purpose of this study is to create and establish an efficient and cost-effective solution to decrease the effects of sedentarism in pregnant women. Our team was given a propelling question, from which we had to narrow down our scope and conduct primary and secondary research to determine our ideal customers. The design of our study intends to imitate the development of a startup where ideas are created from scratch and the final deliverable is a business model plan that shows some sort of traction. Our first major finding is that a sedentary lifestyle can be treated without major challenges in low-risk pregnancies. We determined that uncertainty and lack of concise and clear information is one of the main causes of an increased level of sedentary behavior in low-risk pregnancies. A significant driver for women to do some sort of activity or exercise stems from feeling supported, which doesn’t necessarily come from their partner or couple, but instead from other women that are going to a similar process as them. There are apps in the market that intend to serve pregnant women; however, there is not one that incorporates a social aspect to achieve their goal. In conclusion, there is opportunity in the market for a socially integrated pregnancy fitness app. The Gleam concept has been consciously developed to decrease sedentary behavior through concise, clear, and reliable information and by encouraging women through a socialization platform.

The contemporary world is motivated by data-driven decision-making. Small 501(c)3 nonprofit organizations are often limited in their reach due to their size, lack of funding, and a lack of data analysis expertise. In an effort to increase accessibility to data analysis for such organizations, a Founders Lab team designed a product to help them understand and utilize geographic information systems (GIS) software. This product – You Got GIS – strikes the balance between highly technical documentation and general overviews, benefiting 501(c)3 nonprofits in their pursuit of data-driven decision-making. Through the product’s use of case studies and methodologies, You Got GIS serves as a thought experiment platform to start answering questions regarding GIS. The product aims to continuously build partnerships in an effort to improve curriculum and user engagement.

As part of the Founders’ lab program, this thesis explores a social venture idea whose concept is to connect the philanthropic community with individuals and organizations in need of funding a project relating to (Sustainable Development Goals) SDG indicators through a peer-to-peer donation-based crowdfunding platform. Through this platform, the philanthropic community will have the possibility to easily access a wide range of projects to support as well as underserved individuals and communities seeking help, track their impact, donate in a complete transparent donation process, and automate donations through bank card round-ups. This social venture idea has been named PhilanthroGo.