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.

Since the global financial crisis of 2007-8, interest in worker-cooperatives and alternative forms of organization has surged. Mondragon, located in the Basque region of Spain, represents the largest federation of worker-cooperatives around the world, consisting of 98 cooperatives and 143 subsidiaries, which earned a total revenue of $14.5 billion in 2019. While previous attempts to establish a similar model have historically reached limited success, Mondragon has achieved a unique balance of remaining economically viable, on the one hand, and staying true to its founding principles of democratic governance, on the other. This paper sets out to analyze the democratic structure and the cooperative culture at the heart of the Mondragon model, as well as the new type of human relationship that it fosters. In particular, this relationship is one in which individual well-being is bound up with communal well-being that avoids the antagonistic clash between the capital and labor.

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.

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.