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Palvelutalo Kotirannan laadunmittaamislomakkeen kehittäminen
(2020)
Laatu on yksi yrityksen menestystekijöistä. Hyvällä tuotteen tai palvelun laadulla voidaan taata yrityksen selviäminen muuttuvassa toimintaympäristössä. Laatuun vaikuttavia tekijöitä ovat muun muassa motivoitunut ja osallistuva henkilöstö...
Quality is one of the company’s success factors. Good product or service quality can ensure the survival of a company in a changing business environment. Factors that affect quality are motivated and involved employees, service development and quick response to environmental changes. However, the customer is always the final evaluator of quality. The purpose of this thesis was to develop an existing customer interviews that are used to measure service quality nursing home Kotiranta. The study will first analyze the results of the previous two rounds of interviews and then develop a new quality measurement form that will better serve the current needs of the service provider. The thesis follows the features of a case study and aims at producing a development proposal on the research topic. The research provided ideas on how quality measurement can be developed in the services provided for elderly. The development proposal takes into account that the interviewee is an elderly person. The customer satisfaction interviews will be conducted once a year and the new form can be used to further develop the services of Kotiranta. According to the study, personnel management and leadership and the guidance given to the personnel have a major impact on customer expectations and on the quality of service experienced by the customer....
Quality is one of the company’s success factors. Good product or service quality can ensure the survival of a company in a changing business environment. Factors that affect quality are motivated and involved employees, service development and quick response to environmental changes. However, the customer is always the final evaluator of quality. The purpose of this thesis was to develop an existing customer interviews that are used to measure service quality nursing home Kotiranta. The study will first analyze the results of the previous two rounds of interviews and then develop a new quality measurement form that will better serve the current needs of the service provider. The thesis follows the features of a case study and aims at producing a development proposal on the research topic. The research provided ideas on how quality measurement can be developed in the services provided for elderly. The development proposal takes into account that the interviewee is an elderly person. The customer satisfaction interviews will be conducted once a year and the new form can be used to further develop the services of Kotiranta. According to the study, personnel management and leadership and the guidance given to the personnel have a major impact on customer expectations and on the quality of service experienced by the customer....
PK-yrityksen strategian kehittäminen - TFW Joensuu Oy
(2022)
ainutlaatuisena. Strategian onnistumisen yksi merkittävimmistä asioista on, että kehittämiskohteita priorisoidaan. Kohdeyrityksen tulee priorisoida kehittämistyönsä ensisijaisesti kannattavuuden kasvattamiseen ja sen myötä omavaraisuuden lisäämiseen. Pitkät...
Pohjois-Karjalan hankintatoimen sisäisten prosessien ja ulkoisten asiakkuuksien kehittäminen
(2019)
Hankintalainsäädännön ohjaamia julkisia hankintoja tehdään Suomessa jopa 35 miljardilla eurolla vuodessa. Kuntasektorin tekemillä hankinnoilla ja niiden kohdentumisella on merkittäviä vaikutuksia alueen taloudelliseen elinvoimaisuuteen ja...
The value of public procurement governed by procurement law in Finland accounts for up to EUR 35 billion a year. Purchases by the municipal sector and their allocation have a significant impact on the region's economic vitality and employment. It is essential to ensure the strategic use of public procurement. Public procurement requires planning, guidance and expertise. In addition to public entities, in North Karelia public procurement is carried out by a provincial procurement unit called Pohjois-Karjalan hankintatoimi, whose expert services are used by 52 partners. This thesis is implemented as a case study and action research. First, research data was collected through a customer satisfaction survey and in-depth interviews from which the most important development points were derived. Further, the development plans were converted into development points, the aim of which was to develop internal processes and external customer relationships in Pohjois-Karjalan hankintatoimi. In future, the customer satisfaction survey will be carried out annually. It functions as a tool for measuring operational objectives. Based on the research, following development points were identified: improvement of customer relationship management, development of work and strategic management, as well as management of procurement expertise. The results show that the leadership is the key in organizational process development and customer relationship management....
The value of public procurement governed by procurement law in Finland accounts for up to EUR 35 billion a year. Purchases by the municipal sector and their allocation have a significant impact on the region's economic vitality and employment. It is essential to ensure the strategic use of public procurement. Public procurement requires planning, guidance and expertise. In addition to public entities, in North Karelia public procurement is carried out by a provincial procurement unit called Pohjois-Karjalan hankintatoimi, whose expert services are used by 52 partners. This thesis is implemented as a case study and action research. First, research data was collected through a customer satisfaction survey and in-depth interviews from which the most important development points were derived. Further, the development plans were converted into development points, the aim of which was to develop internal processes and external customer relationships in Pohjois-Karjalan hankintatoimi. In future, the customer satisfaction survey will be carried out annually. It functions as a tool for measuring operational objectives. Based on the research, following development points were identified: improvement of customer relationship management, development of work and strategic management, as well as management of procurement expertise. The results show that the leadership is the key in organizational process development and customer relationship management....