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 examines the value creation potential of renovating an existing commercial real estate asset to a medical office. It begins by examining commercial real estate and the medical sector at a high level. It then discusses the various criteria used to select a subject property for renovation. This renovation is then depicted through a modified pitch book that contains a financial model and pro forma.

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.

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.