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Mentoroinnin käyttöönotto osaamisen kehittämisen menetelmäksi
(2020)
Tämän opinnäytetyön tavoitteena on valmistella kokonaan uuden osaamisen jakamisen ja osaamisen kehittämisen menetelmän, mentoroinnin, käyttöönottoa eräässä valtion virastossa. Opinnäytetyössä selvitetään mentoroinnin käyttöönottoon liittyviä...
Digitaalisen osaamisen kehittäminen itsensä johtamisen kautta Pohjois-Karjalan Osuuspankissa
(2019)
Digitalisaatio muokkaa finanssialaa jatkuvasti. Digitalisaatio on mahdollistanut paljon uusia asioita ja tulevaisuudessa sen merkitys vielä kasvaa. Jatkuva muutos on luonut tilanteen, jossa oppiminen jatkuu läpi elämän. Tämä pakottaa myös oman...
RIVERIAN RAVINTOLA- JA CATERING-ALAN OPETTAJIEN OSAAMISEN KEHITTÄMINEN AMMATILLISEN KOULUTUKSEN REFORMIN JA TYÖELÄMÄN OSAAMISVAATIMUKSIEN NÄKÖKULMASTA
(2020)
Ammatillisen koulutuksen reformi oli suurin koulutuslainsäädännön uudistus vuosikymmeniin. Osaamisen johtamisella ja kehittämisellä yritykset takaavat osaavan henkilökunnan tulevaisuu-dessa. Työni tavoitteena oli selvittää Riverian ravintola- ja...
Työyhteisön kehittämissuunnitelma – Kotisairaanhoitopalvelut Sa-Tu Väisänen Oy
(2023)
Tämän opinnäytetyön tavoitteena oli laatia kotihoitopalveluja tuottavalle toimeksiantajayritykselle lakisääteinen työyhteisön kehittämissuunnitelma. Suunnitelma perustuu alkukartoitukselle tämänhetkisestä tilanteesta ja se koostuu tutkimuksessa...
Kirjallisen asiakaspalvelun kehittäminen – case Kelan yhteyskeskus
(2020)
Organisaatioiden asiakaspalvelussa kirjallinen vuorovaikutus on tulevaisuudessa kasvussa. Kirjallisen neuvonnan hyötyjä ovat muun muassa joustavuus, kustannustehokkuus, saavutettavuus sekä riippumattomuus ajasta ja paikasta. Palvelukanavan pitää...
In the customer service of organizations, interaction in writing will play an increasing role in the future. The benefits of written customer service include flexibility, cost-effectiveness, accessibility, and independence from time and place. The service channel must also be efficient so that the customer gets the answer they need as effortlessly and quickly as possible. The best situation is when the customer service situation is successful in the opinion of both the customer and the customer service representative. This important role of the customer service representative in the research has been studied from the perspective of written customer service. The purpose of this thesis was to develop Kela's customer service by researching the possibilities of written customer service as a service channel and to find development ideas for the organization to develop its operations from this perspective. In my thesis, I investigated the interest and ability of Kela's customer contact centre employees to do more written customer service in a changing work environment. The results achieved from the thesis can also help in future recruitment, as they provide a better picture of whether more attention should be paid to the readiness of jobseekers to produce a written text during the recruitment phase. The information bases examined the characteristics of written customer service and the importance of interaction in customer work. In the research section, written customer service was examined by means of a case study, among other things, from the point of view of competence development. The key finding was that the organization has existing potential for doing written customer service and an interest in adding it to telephone service in the future. Written customer service brought variation to the job description, which was perceived as a factor increasing well-being at work....
In the customer service of organizations, interaction in writing will play an increasing role in the future. The benefits of written customer service include flexibility, cost-effectiveness, accessibility, and independence from time and place. The service channel must also be efficient so that the customer gets the answer they need as effortlessly and quickly as possible. The best situation is when the customer service situation is successful in the opinion of both the customer and the customer service representative. This important role of the customer service representative in the research has been studied from the perspective of written customer service. The purpose of this thesis was to develop Kela's customer service by researching the possibilities of written customer service as a service channel and to find development ideas for the organization to develop its operations from this perspective. In my thesis, I investigated the interest and ability of Kela's customer contact centre employees to do more written customer service in a changing work environment. The results achieved from the thesis can also help in future recruitment, as they provide a better picture of whether more attention should be paid to the readiness of jobseekers to produce a written text during the recruitment phase. The information bases examined the characteristics of written customer service and the importance of interaction in customer work. In the research section, written customer service was examined by means of a case study, among other things, from the point of view of competence development. The key finding was that the organization has existing potential for doing written customer service and an interest in adding it to telephone service in the future. Written customer service brought variation to the job description, which was perceived as a factor increasing well-being at work....




