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.

Extreme heat is the deadliest weather and climate-related hazard in the United States, and the threat it poses to urban residents is rising. City planners increasingly recognize these risks and are taking action to mitigate them. However, the COVID-19 pandemic has disrupted many plans. Building on a previous survey which queried city planners from across the United States about how concerned they were about extreme heat, and their heat management efforts. This thesis examines how these perceptions and efforts have changed in the face of the COVID-19 pandemic. In general, it was found that public spaces which would typically have been used to shelter individuals from extreme heat conditions were closed to mitigate close-contact and to encourage social distancing. Furthermore, priorities were changed as the presence of the virus became commonplace, with plans being altered, delayed, or shelved to diverge more time and effort towards the crisis at hand. Working environments and conditions also changed, which in several cases led to technological shortcomings, resulting in further delays. Finally, most planners had attained a surface-level understanding of which socio-economic groups were most impacted by both COVID-19 and extreme heat, in congruence with the current literature written on the topic. Generally, it appears that planners feel that the impact of COVID-19 on heat planning efforts has been limited.

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.

In the current race for technological innovation, companies are striving to be the best and most prominent in the industry. A major way companies are setting themselves apart is through personalized experiences for their customers, so they have a huge incentive to collect consumer information. Consumers have limited knowledge of how much information companies collect and what goes on behind the scenes. Therefore, it is becoming extremely important to ensure companies are held accountable for upholding consumers’ right to privacy. One way this can be done is through the implementation of privacy legislation. The United States has not yet enacted federal preemptive privacy legislation, so this thesis examines the feasibility of enacting such legislation using the European Union’s GDPR as a model. California’s current state-level privacy law, the CCPA, is compared to the GDPR to determine the elements of a successful privacy law and find that the CCPA has many problems, most of which are solved by the GDPR. Because of this, it is concluded that it is necessary for the United States to adopt federal privacy legislation which would be most successful if the GDPR was used as a foundation.

For my thesis/creative project, I created a prototype for a mental health app. Each section of the prototype has a purpose of instilling mindfulness and healthy habits that can promote and lead to sustainable mental health. Throughout the paper I explain my reasoning for starting this project, the science of mindfulness and how it can bring about positive mental and physical changes, and the design theory behind the prototype.

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.

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.