Haku
Viitteet 2611-2620 / 2981
Projektinhallintamalli - Teorian soveltuminen käytäntöön
(Laurea-ammattikorkeakoulu, 2011)
Tämän opinnäytetyön tarkoituksena oli tutkia Itella Oyj:n käytössä olevaa projektinhallintamallia ja sen soveltuvuutta tuotannossa toteutettuun projektiin jouluna 2010. Työ käsittelee projektinhallinnan yleistä teoriaa sekä projektin eri vaiheita...
Project management model - Sustainability of the theory in practice The purpose of this thesis was to analyze the Itella Corporation’s Project Management model and its suitability in a production project carried out during Christmas 2010. The study comprises a general theory of Project Management and examines the different stages of a project such as the planning stage, implementation stage and termination stage. The theoretical part of the study is reflected in Itella’s project management model as a practical project. Material for this study was collected during the planning and implementation of this project, which started in August 2010 and ended in January 2011. The material included all the docu-ments from the previous year as well as the outcomes and output during the project. The analy-sis of the material continued in the spring of 2011. The project management model in this study was strongly based on a general theory of project management, which had been applied to Itella’s own models. The project model itself was found to be very hard to use in this kind of a project, which is production-oriented and very large. The suitable parts of the project management model however were very helpful in the planning and implementation stage. The model is not complete and it should be developed in the future. For example, there is no tool to measure the costs of the project. The costs in similar projects to this are very high and with a suitable tool the project costs could easily be evaluated. This information could add value to the project owner. In the future, the model could be used in similar projects and also the model could be developed further using the findings of this thesis. ...
Project management model - Sustainability of the theory in practice The purpose of this thesis was to analyze the Itella Corporation’s Project Management model and its suitability in a production project carried out during Christmas 2010. The study comprises a general theory of Project Management and examines the different stages of a project such as the planning stage, implementation stage and termination stage. The theoretical part of the study is reflected in Itella’s project management model as a practical project. Material for this study was collected during the planning and implementation of this project, which started in August 2010 and ended in January 2011. The material included all the docu-ments from the previous year as well as the outcomes and output during the project. The analy-sis of the material continued in the spring of 2011. The project management model in this study was strongly based on a general theory of project management, which had been applied to Itella’s own models. The project model itself was found to be very hard to use in this kind of a project, which is production-oriented and very large. The suitable parts of the project management model however were very helpful in the planning and implementation stage. The model is not complete and it should be developed in the future. For example, there is no tool to measure the costs of the project. The costs in similar projects to this are very high and with a suitable tool the project costs could easily be evaluated. This information could add value to the project owner. In the future, the model could be used in similar projects and also the model could be developed further using the findings of this thesis. ...
Konserttiasiakkaan odotukset ja kokemukset palvelun laadulta
(Laurea-ammattikorkeakoulu, 2011)
hinnoittelun muuttaminen ovat seikkoja, joihin tulisi kiinnittää enemmän huomiota asiakastyytyväisyyden ylläpitämiseksi ja parantamiseksi. Kehityskohteisiin kuuluu myös tavoiteprofiilin ja market nichen luominen. Glorian varteenotettavimmat kilpailijat ovat...
Concert Customer’s Service Quality Expectations and Experiences The purpose of this thesis is to study customer needs from a quality perspective and to give development ideas to Gloria Cultural Arena according to the results of the study. The diversity of concert service providers in the Finnish capital area are the background for this study. The objective of this thesis is to study concert customer opinions about the service quality of Gloria Cultural Arena. The theoretical background of the study is based on customer satisfaction and customer expectations, which are solid concepts. The customer needs, previous experiences towards the organization and competitors affect perceptions of service quality as a whole. The marketing perspective is of customer segmentation, positioning and image. As a part of this study, a questionnaire was conducted during different concert events at Gloria. The results were presented through gap analysis and analyzed by using the MS Excel program. A one-page survey form was drawn up using the Lilkert grade scale from 1-4. The survey evaluated customer expectations and experiences, and included different areas of the service sector, such as ticket selling at the door, the customer service skills of the staff, location centrality and image. The goal was to distribute 100 forms to randomly selected concert customers and receive at least 82 completed forms back. The population of this study is 410 concert customers and dividing this by five results in a sample of 82. The final sample size reached was 93, of which 81 answers were properly completed. Opinions of the concert producers´ were used in support of the survey results. Motivating the personnel to give a better service and focusing on customer information are the most vital areas of improvement for Gloria. Some recommendations for Gloria include developing their pricing policy and making better use of their location. Service at the bar area and cloakroom of Gloria should be improved in order to satisfy the customers. The development ideas also included the suggestion of focusing on a niche market. According to the study, the closest competitors of Gloria are Tavastia, Nosturi and Korjaamo....
Concert Customer’s Service Quality Expectations and Experiences The purpose of this thesis is to study customer needs from a quality perspective and to give development ideas to Gloria Cultural Arena according to the results of the study. The diversity of concert service providers in the Finnish capital area are the background for this study. The objective of this thesis is to study concert customer opinions about the service quality of Gloria Cultural Arena. The theoretical background of the study is based on customer satisfaction and customer expectations, which are solid concepts. The customer needs, previous experiences towards the organization and competitors affect perceptions of service quality as a whole. The marketing perspective is of customer segmentation, positioning and image. As a part of this study, a questionnaire was conducted during different concert events at Gloria. The results were presented through gap analysis and analyzed by using the MS Excel program. A one-page survey form was drawn up using the Lilkert grade scale from 1-4. The survey evaluated customer expectations and experiences, and included different areas of the service sector, such as ticket selling at the door, the customer service skills of the staff, location centrality and image. The goal was to distribute 100 forms to randomly selected concert customers and receive at least 82 completed forms back. The population of this study is 410 concert customers and dividing this by five results in a sample of 82. The final sample size reached was 93, of which 81 answers were properly completed. Opinions of the concert producers´ were used in support of the survey results. Motivating the personnel to give a better service and focusing on customer information are the most vital areas of improvement for Gloria. Some recommendations for Gloria include developing their pricing policy and making better use of their location. Service at the bar area and cloakroom of Gloria should be improved in order to satisfy the customers. The development ideas also included the suggestion of focusing on a niche market. According to the study, the closest competitors of Gloria are Tavastia, Nosturi and Korjaamo....
Vakuutumaksuopas Melan asiakaspalvelijalle
(Laurea-ammattikorkeakoulu, 2011)
vakuutusmaksuprosesseista asiakkaiden prosesseissa vaikuttavat tekijät. Vakuutusmaksuprosessit on jaoteltu asiakkaan prosesseiksi ja niiden tutkimisen perusteena on asiakasnäkökulma. Tutkimusote on kvalitatiivinen ja tutkimusmenetelmänä on tapaustutkimus. Tutkimusaineistona...
A Guide to Insurance Premiums For Mela’s Customer Service Good service is the result of the organizational culture of customer service. In a service or-ganization each function of the organization should serve the aims of customer service. The functions of the organization comprise those processes of customer service that bring value to the customer. From the service perspective all services relating to the customer relationship are strategically important. The case organization Mela (the Farmers’ Social Insurance Institution) aims to be the best customer service organization for its clients. Information about the insurance premium payment process has been collected for this study. Mela takes care of the social security of the farmers and the recipients of grants or scholarships and is a non profit service organization. To finance a part of its procedures Mela collects insurance premiums from its clients. The purpose of this study is to discover the factors in the insurance premium payment processes that affect the clients. The insurance premium payment process is distinct from the customer service processes and the purpose of the study is to examine these from the clients’ perspective. The selected research method is qualitative and the method is case study. The material of the research includes documents, observations and an interview form. The aim of this thesis is to create a tool for Mela’s customer service to facilitate insurance premium payment processes. The aim is also to support the strategic objectives of Mela. The long career of the researcher as a specialist in insurance premiums and the regulatory environment affecting insurance premiums made it difficult for the researcher to clarify the processes from the customers’ perspective....
A Guide to Insurance Premiums For Mela’s Customer Service Good service is the result of the organizational culture of customer service. In a service or-ganization each function of the organization should serve the aims of customer service. The functions of the organization comprise those processes of customer service that bring value to the customer. From the service perspective all services relating to the customer relationship are strategically important. The case organization Mela (the Farmers’ Social Insurance Institution) aims to be the best customer service organization for its clients. Information about the insurance premium payment process has been collected for this study. Mela takes care of the social security of the farmers and the recipients of grants or scholarships and is a non profit service organization. To finance a part of its procedures Mela collects insurance premiums from its clients. The purpose of this study is to discover the factors in the insurance premium payment processes that affect the clients. The insurance premium payment process is distinct from the customer service processes and the purpose of the study is to examine these from the clients’ perspective. The selected research method is qualitative and the method is case study. The material of the research includes documents, observations and an interview form. The aim of this thesis is to create a tool for Mela’s customer service to facilitate insurance premium payment processes. The aim is also to support the strategic objectives of Mela. The long career of the researcher as a specialist in insurance premiums and the regulatory environment affecting insurance premiums made it difficult for the researcher to clarify the processes from the customers’ perspective....
Japanin markkinoiden erityispiirteet - haaste suomalaisille yrityksille (Case: Sendai-Finland Wellbeing Center, Tutkimus- ja Kehittämiskeskus)
(Laurea-ammattikorkeakoulu, 2011)
Japani on onnistunut säilyttämään omalaatuisuutensa aina tähän päivään saakka, mutta onnistunut samalla menestymään taloudessa. Japani onkin yksi maailman vahvimmista talousmahdeista. Opinnäytetyön tarkoitus on tutkia ...
MetroAuton mediatutkimus
(Laurea-ammattikorkeakoulu, 2011)
Tämän opinnäytetyön toimeksiantajana toimi MetroAuto Oy. Opinnäytetyön tarkoituksena oli selvittää ja tutkia MetroAuton asiakkaiden mediatottumuksia ja mediankäyttöä. Opinnäyte-työssä tutkittiin ja vertailtiin eri mediakanavien eroja ja vaikutuksia...
Media Research for MetroAuto This Bacherlo’s thesis commissioned by MetroAuto PLC. The purpose of thesis was to work out and research MetroAuto clients’ media habits and media behavior. The thesis researches and compares different media channels different and their influence. The Goal of media re-search was to gather information about MetroAuto advertising and marketing in different me-dia channels. The Media research was confined to three areas that were the metropolitan area, Tampere and Turku. Media channels were categorized to four groups that were televi-sion, radio, magazines and Internet. The research was executed as quantitative research. Open questions were estimated in qua-litative methods in this research. The sampling was composed of 500 MetroAuto customers. The questionnaire was sent by E-mail to the customers and there were about 160 respon-dents. The results were analyzed with Webropol Internet program. Over 80 % of respondents were men in this media research. Over 50 % of respondents were older than 46 years old. Media research results indicate that MetroAuto advertising and mar-keting was successful because over 80 % of respondents saw it. Advertising in magazines got the best result. People also think that Internet and magazines were the top rated media channels. The proposal for development is to use current media research and follow it up in the future, as well as to use and learn Internet opportunities and new global media channels like Face-book. The proposal for development is also to focus marketing and advertising to the right media channels and target groups....
Media Research for MetroAuto This Bacherlo’s thesis commissioned by MetroAuto PLC. The purpose of thesis was to work out and research MetroAuto clients’ media habits and media behavior. The thesis researches and compares different media channels different and their influence. The Goal of media re-search was to gather information about MetroAuto advertising and marketing in different me-dia channels. The Media research was confined to three areas that were the metropolitan area, Tampere and Turku. Media channels were categorized to four groups that were televi-sion, radio, magazines and Internet. The research was executed as quantitative research. Open questions were estimated in qua-litative methods in this research. The sampling was composed of 500 MetroAuto customers. The questionnaire was sent by E-mail to the customers and there were about 160 respon-dents. The results were analyzed with Webropol Internet program. Over 80 % of respondents were men in this media research. Over 50 % of respondents were older than 46 years old. Media research results indicate that MetroAuto advertising and mar-keting was successful because over 80 % of respondents saw it. Advertising in magazines got the best result. People also think that Internet and magazines were the top rated media channels. The proposal for development is to use current media research and follow it up in the future, as well as to use and learn Internet opportunities and new global media channels like Face-book. The proposal for development is also to focus marketing and advertising to the right media channels and target groups....
Työajankäytön seuranta Vantaan kotihoidossa
(Laurea-ammattikorkeakoulu, 2011)
Väestön ikääntyminen ja työikäisen väestön väheneminen on lisännyt kustannustietoisuutta sosiaali- ja terveydenhuollossa. Lähitulevaisuuden haasteena on, miten vähenevillä resursseilla vastataan kysynnän kasvuun. Tähän haasteeseen voidaan vastata...
Monitoring working hours in the City of Vantaa Home Care The aging of the population and the diminishing number of people of working age have led to an increased awareness of cost in the social and healthcare services. There will be significant challenges ahead in terms of how to cope with the increasing demand for services. One way to overcome these challenges is to outsource services, although in order to do this knowledge of the cost of these services is required. Due to the fact that employees are the most notable resource in social and healthcare, working hours are a key figure in increasing the efficiency of productivity. The largest expenses are the wages of the employee. This is why information about working hours is required in cost accounting of the social and healthcare services. The main purpose of this thesis is to examine the direct and indirect working hours of the employees in the City of Vantaa Home Care. Other research problems are also addressed, such as how the employees’ work experience affects the distribution of working hours, how employee working hours vary with different activities and products and, finally, how human resource expenses are divided into direct and indirect expenses. The material for this research is drawn from monitoring the working hours of The City of Vantaa Home Care, which was gathered for one week in October 2009. The method used in collecting the data is a questionnaire completed by employees that were working for the week in question, and which was analyzed using a quantitative research method. The data from the following areas of Vantaa were included in the sample: Martinlaakso, Myyrmäki 2, Tikkurila 1 ja Tikkurila 2 (N=76). 1930 forms were returned, of which 17 were disqualified (0.9 %). This data was compared to the data gathered from Hakunila and Koivukylä in a thesis by Laura Aittola (2010). According to the data from the research, the indirect working hours in the following areas are as follows: Martinlaakso 44 %, Myyrmäki (2) 47 %, Tikkurila (1) 44 % and Tikkurila (2) 39 %. The same results have been noted in previous research studies in the same field. The indirect working hours of practical nurses vary between 45 % and 52 % in different areas, whereas for registered nurses indirect working hours varied from 30 % to 42 %. Of the working hours, most were used in nursing and indirect work activities such as planning, documenting and traveling to home visits. The most common products in Vantaa Home Care are pharmaceutical and nursing visits. The City of Vantaa Home Care can utilize the results from this research in directing, planning, improving effectiveness and cost accounting. The results can also be utilized for comparison with other organizations which offer home-care services....
Monitoring working hours in the City of Vantaa Home Care The aging of the population and the diminishing number of people of working age have led to an increased awareness of cost in the social and healthcare services. There will be significant challenges ahead in terms of how to cope with the increasing demand for services. One way to overcome these challenges is to outsource services, although in order to do this knowledge of the cost of these services is required. Due to the fact that employees are the most notable resource in social and healthcare, working hours are a key figure in increasing the efficiency of productivity. The largest expenses are the wages of the employee. This is why information about working hours is required in cost accounting of the social and healthcare services. The main purpose of this thesis is to examine the direct and indirect working hours of the employees in the City of Vantaa Home Care. Other research problems are also addressed, such as how the employees’ work experience affects the distribution of working hours, how employee working hours vary with different activities and products and, finally, how human resource expenses are divided into direct and indirect expenses. The material for this research is drawn from monitoring the working hours of The City of Vantaa Home Care, which was gathered for one week in October 2009. The method used in collecting the data is a questionnaire completed by employees that were working for the week in question, and which was analyzed using a quantitative research method. The data from the following areas of Vantaa were included in the sample: Martinlaakso, Myyrmäki 2, Tikkurila 1 ja Tikkurila 2 (N=76). 1930 forms were returned, of which 17 were disqualified (0.9 %). This data was compared to the data gathered from Hakunila and Koivukylä in a thesis by Laura Aittola (2010). According to the data from the research, the indirect working hours in the following areas are as follows: Martinlaakso 44 %, Myyrmäki (2) 47 %, Tikkurila (1) 44 % and Tikkurila (2) 39 %. The same results have been noted in previous research studies in the same field. The indirect working hours of practical nurses vary between 45 % and 52 % in different areas, whereas for registered nurses indirect working hours varied from 30 % to 42 %. Of the working hours, most were used in nursing and indirect work activities such as planning, documenting and traveling to home visits. The most common products in Vantaa Home Care are pharmaceutical and nursing visits. The City of Vantaa Home Care can utilize the results from this research in directing, planning, improving effectiveness and cost accounting. The results can also be utilized for comparison with other organizations which offer home-care services....
Työnohjauksen vaikutus työhyvinvointiin - Case Länsi-Uudenmaan hätäkeskus
(Laurea-ammattikorkeakoulu, 2011)
Tämän opinnäytetyön tarkoituksena on kuvata Länsi-Uudenmaan hätäkeskuksen työhyvinvoinnin kehittymistä työnohjauksen myötä. Työnohjaus on yksi työnantajan tarjoamista keinoista, jonka avulla henkilöstö voi kokea saavansa ...
Sähköposti mielikuvamarkkinoinnin välineenä B to B -markkinoinnissa
(Laurea-ammattikorkeakoulu, 2011)
Markkinointiviestintä on viime vuosina muuttunut digitaalisten markkinointikanavien yleistyttyä. Yritysten on niin kuluttaja- kuin yritysten välisessä markkinoinnissakin ollut omaksuttava uusia markkinointiviestinnän välineitä. Sähköpostimarkkinoinnista on tullut vakiintunut osa yritysten markkinointiviestintää. Opinnäytetyön toimeksiantaja on EFG Toimistokalusteet Oy. Yritys aloitti sähköpostimarkkinoinnin asiakasrekisterissä sijaitseville kontakteille. Tämän tutkimuksen tarkoituksena oli selvittää, millainen merkitys mielikuvien muodostumisella on sähköpostimarkkinoinnissa.
Opinnäytetyön teoreettisessa viitekehyksessä käsiteltiin viestinnän rakennetta ja digitaalista markkinointiviestintää. Viestinnän tavoitteita käsiteltiin yritysten välisen eli B to B -markkinoinnin näkökulmasta. Tutkimusmenetelmäksi valittiin kvalitatiivinen tutkimus. Tutkimus toteutettiin haastattelemalla EFG Toimistokalusteet Oy:n myynnin ja markkinoinnin henkilöstöä. Tavoitteena oli selvittää, millaisia mielikuvia sähköpostimarkkinointiin kohdistetuista tavoitteista ja mahdollisuuksista on. Johtopäätöksenä haastatteluiden perusteella selvitettiin, millaisena mahdollisuutena mielikuvamarkkinointi voi olla, kun viestintäkanavana käytetään sähköpostimarkkinointia.
Keskeisenä johtopäätöksenä haastattelujen perusteella todettiin, että toimiminen B to B –markkinoilla tuntuu rajaavan mahdollisuuksia käyttää mielikuvallisuutta markkinoinnissa. Tämän tutkimuksen perusteella mielikuvien luominen sähköpostin avulla on kuitenkin mahdollista visuaalisuutta ja kuvia tehokeinoina käyttäen. Haastatteluista nousi myös johtopäätös, että yrityskuvaa on mahdollista muuttaa sähköpostimarkkinoinnin avulla viestimällä yrityksen tuotteiden nykyaikaisuudesta.
Opinnäytetyössä on esitetty, että integroimalla sähköpostimarkkinointi muuhun sähköiseen markkinointiviestintään, voidaan siitä saada tehokkaampaa. Kehitysehdotuksena ja jatkotut-kimuksen aiheena on ehdotettu sähköpostimarkkinoinnin integroimista sosiaalisen median verkostoihin. Facebookin yritysprofiilin luomisen ohella on ehdotettu B to B –yritysblogin perustamista....
and in business-to-business marketing, have had to adopt the new means of marketing communications. E-mail marketing has become an established part of companies’ marketing communications. This thesis was commissioned by EFG Toimistokalusteet Oy. EFG...
and in business-to-business marketing, have had to adopt the new means of marketing communications. E-mail marketing has become an established part of companies’ marketing communications. This thesis was commissioned by EFG Toimistokalusteet Oy. EFG...
Hankintalainsäädännön uudistus 1.6.2010 ja sen vaikutukset hankintayksiköiden toimintaan
(Laurea-ammattikorkeakoulu, 2011)
Opinnäytetyö käsittelee hankintalainsäädännön uudistamista vuonna 2010 ja sen keskeisiä vaikutuksia hankintayksikön näkökulmasta katsottuna. Hankintalainsäädännön uudistukset viime vuosikymmenen aikana ovat liittyneet pääosin kansallisen...
Reform of the pubtie procurement act 1.6.2010 and its implications to operation of the contracting entity The thesis deals with the reform of the public procurement act in year 2010 and its central implications from the contracting entity point of view. Reforms of the public procurement act in last ten years are affiliated mainly to coordination of national legislation and EU-directives. The purpose of the study is what kind of changes reform of the procurement act brings to the contracting entity different kind of commitments and form of sanctions that the market court can be ordered to the contracting entity. The research was carried out as document study with different kind of literature books and also literature material that be part of the reform of the public procurement act from the market court, ministry of employment and the economy and ministry of justice lean on oneself on government proposition from public procurement act and its reform. The thesis has been binomial in that way that author of this thesis have present education occasion to the contracting entity in 26.5.2010. In the theory section author examine the background reform of the public procurement act and its causations to operation of the contracting entity. The thesis however take little pit a stance on to the reform of the public procurement act from the market court point of view. The conclusion of the research is that especially small contracting entity has difficulty to assimilate all commitment that reform of the public procurement act 1.6.2010 put to them. Furthermore aspiration to save administrative expenses in the contracting entity and the market court that is mention in government proposition of the reform the public procurement act is not actualize as wanted because public procurement cases are now more complicated to handle in the market court because of the reform of the public procurement act....
Reform of the pubtie procurement act 1.6.2010 and its implications to operation of the contracting entity The thesis deals with the reform of the public procurement act in year 2010 and its central implications from the contracting entity point of view. Reforms of the public procurement act in last ten years are affiliated mainly to coordination of national legislation and EU-directives. The purpose of the study is what kind of changes reform of the procurement act brings to the contracting entity different kind of commitments and form of sanctions that the market court can be ordered to the contracting entity. The research was carried out as document study with different kind of literature books and also literature material that be part of the reform of the public procurement act from the market court, ministry of employment and the economy and ministry of justice lean on oneself on government proposition from public procurement act and its reform. The thesis has been binomial in that way that author of this thesis have present education occasion to the contracting entity in 26.5.2010. In the theory section author examine the background reform of the public procurement act and its causations to operation of the contracting entity. The thesis however take little pit a stance on to the reform of the public procurement act from the market court point of view. The conclusion of the research is that especially small contracting entity has difficulty to assimilate all commitment that reform of the public procurement act 1.6.2010 put to them. Furthermore aspiration to save administrative expenses in the contracting entity and the market court that is mention in government proposition of the reform the public procurement act is not actualize as wanted because public procurement cases are now more complicated to handle in the market court because of the reform of the public procurement act....
Laskutusprosessien kehittäminen - Case SOK Palveluässä
(Laurea-ammattikorkeakoulu, 2011)
Tämä opinnäytetyö käsittelee Case-yrityksenä toimivan SOK Palveluässän hoitaman Inex Partnersin käyttötavara eli Kt-laskutusprosessia. Työn tavoitteena on kartoittaa laskutusprosessin nykytila ja pyrkiä löytämään teemahaastatteluiden kautta...
This thesis concentrates on the invoicing process of articles of daily use in the case company SOK Palveluässä. The purpose of the work is to survey the current state of the process and to determine solutions to possible problems in the process. The objective was to determine how to speed up and develop the process, and at the same time reduce the number of errors and faulty invoices. The main target of the development process was the working habits and procedures of the people working in invoicing and acquisition. As a part of the research an enquiry was also conducted into the opinions of the employees regarding consolidated invoices and the possibilities of increasing the number of consolidated invoices. The atmosphere and attitude towards new development ideas within the company was also surveyed among the employees. The theoretical chapter of the thesis is divided into two main sections. The first section focuses on business processes and financial management, and the second section focuses on processes and process development in general, and change management. This section elaborates the process development models and how to manage change in an organization. The empirical research data was acquired using qualitative research methods, including surveys and interviews aimed at employees working with the invoicing process in the invoicing and buying departments. Themes in the interviews related to the invoicing process, the current state of the invoicing process, the most critical problems and challenges and suggestions for areas of development. The results of the interviews indicated that by improving its current procedures, the company could increase efficiency in its invoicing processes. To do this the organization could, for example, use and capitalize on scanning more effectively in the billing process; keep its IT-system databases updated; and improve cross- functional communication between the billing and buying department. In addition, committed change management is needed to implement current suggestions in practice....
This thesis concentrates on the invoicing process of articles of daily use in the case company SOK Palveluässä. The purpose of the work is to survey the current state of the process and to determine solutions to possible problems in the process. The objective was to determine how to speed up and develop the process, and at the same time reduce the number of errors and faulty invoices. The main target of the development process was the working habits and procedures of the people working in invoicing and acquisition. As a part of the research an enquiry was also conducted into the opinions of the employees regarding consolidated invoices and the possibilities of increasing the number of consolidated invoices. The atmosphere and attitude towards new development ideas within the company was also surveyed among the employees. The theoretical chapter of the thesis is divided into two main sections. The first section focuses on business processes and financial management, and the second section focuses on processes and process development in general, and change management. This section elaborates the process development models and how to manage change in an organization. The empirical research data was acquired using qualitative research methods, including surveys and interviews aimed at employees working with the invoicing process in the invoicing and buying departments. Themes in the interviews related to the invoicing process, the current state of the invoicing process, the most critical problems and challenges and suggestions for areas of development. The results of the interviews indicated that by improving its current procedures, the company could increase efficiency in its invoicing processes. To do this the organization could, for example, use and capitalize on scanning more effectively in the billing process; keep its IT-system databases updated; and improve cross- functional communication between the billing and buying department. In addition, committed change management is needed to implement current suggestions in practice....









