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Asiakaslähtöisyys -arviointivälineen kehittäminen kolmannen sektorin organisaatiossa
(2021)
Tämän opinnäytetyön nimettömänä pysyttelevä toimeksiantaja on kolmannen sektorin organisaatio, jonka strategiassa asiakaslähtöisyys on keskeinen painopiste. Opinnäytetyön tarkoituksena on analysoida tutkitun tiedon ja toimeksiantajaorganisaation...
This thesis was commissioned by an anonymous third sector organisation, in whose strategy client orientation is a key focus. The purpose of the thesis was to analyse the client orientation of the organization and its implementation on a practical level through researched information and the views of the actors of the commissioning organisation. The aim was to develop a client-oriented assessment tool suitable for the activities of the commissioning organisation. The thesis was carried out as a research and development activity. Information acquisition for the thesis was based on an integrative literature review, which focused on research literature and previous research on the topic, and in addition, information was obtained from the management, board, and employees of the commissioning organisation through an electronic survey. The research data were analysed using content analysis and the questionnaire was analysed using the method of dialogical thematization. Self-reflection and feedback from the actors were used in the evaluation. According to the results, the client orientation of the organisation is reflected in various ways in its operations at all different levels, that is, strategic management, operational management, operations and operating at the client level. The result was a client orientation assessment tool for the organisation to develop their client orientation practices....
This thesis was commissioned by an anonymous third sector organisation, in whose strategy client orientation is a key focus. The purpose of the thesis was to analyse the client orientation of the organization and its implementation on a practical level through researched information and the views of the actors of the commissioning organisation. The aim was to develop a client-oriented assessment tool suitable for the activities of the commissioning organisation. The thesis was carried out as a research and development activity. Information acquisition for the thesis was based on an integrative literature review, which focused on research literature and previous research on the topic, and in addition, information was obtained from the management, board, and employees of the commissioning organisation through an electronic survey. The research data were analysed using content analysis and the questionnaire was analysed using the method of dialogical thematization. Self-reflection and feedback from the actors were used in the evaluation. According to the results, the client orientation of the organisation is reflected in various ways in its operations at all different levels, that is, strategic management, operational management, operations and operating at the client level. The result was a client orientation assessment tool for the organisation to develop their client orientation practices....
