Haku
Viitteet 3881-3890 / 5020
Edunvalvonta ja pankissa asiointi : case: Janakkalan Osuuspankki
(Laurea-ammattikorkeakoulu, 2012)
Tämän opinnäytetyön tarkoituksena oli selventää holhoustoimilain puitteet pankkitoiminnalle edunvalvontatilanteissa. Pankkitoimihenkilön tulee toimia edunvalvontatilanteissa sekä holhoustoimilain että pankin omien ...
Asiakastyytyväisyys ja sen seuranta Consti-yhtiöissä
(Laurea-ammattikorkeakoulu, 2012)
osoittivat, että Consti-yhtiöt on saavuttanut hyvän ja osaavan yhtiön maineen korjausrakentamisen alalla. Suurimmaksi kysymykseksi nousi, vastaako asiakkaiden kokema laatu Constin odotuksia. Vastauksista analysoimalla saatiin vahva ja positiivinen kuva...
Measuring customer satisfaction in Consti Group The main aim of this study was to establish customer satisfaction of Consti Group. Consti Group is the biggest construction company specialized in renovations in Finland. The study focused on measuring the overall quality of services of Consti Group. The territory of Consti Group cover large part of the Finland. The aim basis of this thesis was to measure customer satisfaction before, during and after the service process. The research manner was quantitative. We performed a customer satisfaction survey by using the electric customer data system of Consti Group in summer 2011.We received answers from 146 customers of the target group. The study showed that Consti Group has reached the reputation of the good and skilful company in construction branch. The biggest question was, does the quality experienced by the customers answer of Consti Group. The analysis showed that Consti Group operations and quality of services has a strong and positive image. Good customer relationships from previous cooperation were established as strength in Consti Group operations. Consti group with respect to a functional level the company operates well in its sectors. In the most important factors such as communication, organization, in the operation of the management, in the quality of the service and in guarantee corrections Consti Group has been operation, either good or commendable. The purpose of Consti Group is to utilize in the measurement of the overall quality of services the study that has been made. Our main extension study as proposal was that Consti Group should continue measuring customer satisfaction as part of its business development....
Measuring customer satisfaction in Consti Group The main aim of this study was to establish customer satisfaction of Consti Group. Consti Group is the biggest construction company specialized in renovations in Finland. The study focused on measuring the overall quality of services of Consti Group. The territory of Consti Group cover large part of the Finland. The aim basis of this thesis was to measure customer satisfaction before, during and after the service process. The research manner was quantitative. We performed a customer satisfaction survey by using the electric customer data system of Consti Group in summer 2011.We received answers from 146 customers of the target group. The study showed that Consti Group has reached the reputation of the good and skilful company in construction branch. The biggest question was, does the quality experienced by the customers answer of Consti Group. The analysis showed that Consti Group operations and quality of services has a strong and positive image. Good customer relationships from previous cooperation were established as strength in Consti Group operations. Consti group with respect to a functional level the company operates well in its sectors. In the most important factors such as communication, organization, in the operation of the management, in the quality of the service and in guarantee corrections Consti Group has been operation, either good or commendable. The purpose of Consti Group is to utilize in the measurement of the overall quality of services the study that has been made. Our main extension study as proposal was that Consti Group should continue measuring customer satisfaction as part of its business development....
Suomalaisen musiikin markkinointi
(Laurea-ammattikorkeakoulu, 2012)
Opinnäytetyöni toimeksiantajana oli Sakara Records, joka on vuonna 2003 perustettu pienlevy-yhtiö. Sakara oli alkujaan tarkoitettu perustajajäsentensä eli Mokoma-yhtyeen oman tuotannon julkaisemiseen, mutta myöhemmin ...
Osallistuvan ja osallistavan esimiestyön vaikutukset työyhteisön arkeen : case: VR Asiakaspalvelukeskus Riihimäki
(Laurea-ammattikorkeakoulu, 2012)
Osallistuvan ja osallistavan esimiestyön vaikutukset työyhteisön arkeen : case: VR Asiakas-palvelukeskus Riihimäki
Tein opinnäytetyöni VR Asiakaspalvelukeskukseen Riihimäelle, jossa työskentelen palaute- ja korvauskäsittelijänä ...
Sisäisen markkinoinnin vaikutus vakuutuspalveluihin asiakasneuvojien näkökulmasta Case X
(Laurea-ammattikorkeakoulu, 2012)
Opinnäytetyöni on kvalitatiivinen tutkielma, jonka tarkoituksena on selvittää, millainen on yritys X:n sisäisen markkinoinnin nykytila sekä miten se vaikuttaa pääkaupunkiseudun asiakaspalvelukeskuksen asiakasneuvojien näkökulmasta tarjottuihin vakuutuspalveluihin. Tutkimuksen tarkoituksena on tuottaa uutta tietoa sisäisen markkinoinnin kehittämiseen yritys X:ssä. Jotta yritys X:n sisäisen markkinoinnin vaikutuksia voi tutkia ja mahdollisia kehittämistarpeita nostaa esille, on ensin selvitettävä, millainen sisäisen markkinoinnin nykytila on. Toivon, että tutkimuksesta saatua tietoa voisi jatkossa käyttää apuna sisäisen markkinoinnin kehittämisessä.
Opinnäytetyöni aineisto on kerätty puolistrukturoidulla haastattelulla 20.–29.3.2012. Puolistrukturoitu haastattelu on toteutettu pääkaupunkiseudun asiakaspalvelukeskuksen kaikille yhdeksälle asiakasneuvojalle, jotka toimivat joko verkko- tai puhelinpalvelussa. Opinnäytetyöni teoriaosuudessa käsittelen ensiksi markkinointia yleisellä tasolla, minkä jälkeen määrittelen palvelu- ja vakuutuskäsitteet. Viimeiseksi määrittelen, mitä sisäisellä markkinoinnilla tarkoitetaan, minkälaisissa tilanteissa sisäistä markkinointia yleensä tarvitaan ja mistä toiminnoista sisäinen markkinointi koostuu.
Saamieni tutkimustulosten perusteella voidaan todeta, että hyvin hoidetulla sisäisellä markkinoinnilla on positiivista vaikutusta vakuutuspalveluihin vakuutusyhtiö X:n pääkaupunkiseudun asiakaspalvelukeskuksen asiakasneuvojien näkökulmasta. Kaikki sisäisen markkinoinnin toiminnot, jotka asiakasneuvojat kokivat jo toimiviksi, vaikuttivat positiivisesti heidän työhönsä asiakasneuvojina. Nämä toiminnot liittyivät koulutukseen, johdon antamaan tukeen sekä palvelujen ongelmatilanteiden hoitamiseen. Ne sisäisen markkinoinnin toiminnot, joissa koettiin puutteita, koettiin myös työtä rasittaviksi tekijöiksi. Sisäisen markkinoinnin toiminnot, joissa koettiin olevan puutteita, liittyivät sisäiseen ja ulkoiseen viestintään, järjestelmiin ja tekniikoihin, kannuste- ja palkkausjärjestelmiin sekä osastojen väliseen yhteistyöhön.
Asiakasneuvojien vastausten perusteella suurimmat kehittämistarpeet liittyivät niihin sisäisen markkinoinnin toimintoihin, joissa ilmeni puutteita. Kehitysideoita syntyi muun muassa selkeämpiin ohjeisiin viestintäkanavien käytössä, asiakastyöntekijöiden mukaan ottamiseen kampanjoiden ja mainoksien suunnittelussa, järjestelmien ja tekniikoiden luotettavuuden ja käytettävyyden parantamiseen, kannustejärjestelmän perustuminen myytyjen eurojen lisäksi myös hyviin asiakaspalautteisiin sekä osastojen välisen yhteistyön kehittämiseen. Kehittämisideoita syntyi kuitenkin myös niihin sisäisen markkinoinnin toimintoihin, jotka koettiin nykyhetkellä jo toimiviksi. Sisäisen markkinoinnin toimintoja voidaan parantaa entisestään muun muassa oikeiden asiakaskontaktien kautta tapahtuvalla koulutuksella, kouluttajien kouluttamisella, johdon lähestyttävyyden parantamisella, suoremmalla palautteella sekä palautteiden määrien lisäämisellä sekä lisäksi selkeämmillä ohjeilla erikoisalennuksiin liittyen....
This thesis presents the results of a qualitative research study which investigates the current state of the internal marketing of insurance in Company X and examines how this affect to insurance services from the perspective of the customer...
This thesis presents the results of a qualitative research study which investigates the current state of the internal marketing of insurance in Company X and examines how this affect to insurance services from the perspective of the customer...
Yleisömäärätutkimus syksyllä 2011 - Case: Blues Hockey
(Laurea-ammattikorkeakoulu, 2012)
keskustelufoorumi Jatkoaika.comin Espoon Bluesia käsittelevään alafoorumiin. Foorumilta kartoitettiin kannattajien viestejä, jotka koskivat tutkimusongelmaa ja siihen johtaneita syitä. Täydentävänä tutkimusmetodina käytettiin teemahaastatteluja, joissa kohderyhmänä...
In the autumn of 2011 the average attendance figures for the Finnish championship league (SM-liiga) hockey team, Espoo Blues had fallen by more than a thousand spectators compared to the previous season. The objective of this study was to clarify the reasons for this decrease in attendances at the home matches of the Blues in the Barona Arena in Espoo. The study was limited to the events of the autumn season 2011. The objective was also to create development proposals based on the study results which would aim to reduce the falling attendances in the future. The study was carried out as mixed methods research using two different qualitative research methods. The main method, content analysis was used with the comments posted to Finland's biggest ice hockey discussion forum, Jatkoaika.com, and especially those in the area of the forum dealing with the Espoo Blues. The study examined messages posted on the forum from the team's supporters concerned the research problem. As additional research method involved the use of themed interviews targeted at twelve members of the Blues Fan Club. The questions used in the interviews were based on issues revealed through the content analysis. The theoretical section of the study examines the themes of advertising and marketing. Marketing is discussed especially from the perspective of sports. Advertising is analysed terms of media advertising and the opportunities it can offer. The theoretical section concludes with a discussion about brands and brand building. The study found that in the supporters opinions the decrease in attendance in the autumn of 2011 were due to a range of factors including lack of marketing, lack of perseverance in building of the brand, high ticket prices, lack of communication, the lure of the game events, competitors, Espoo as a market area, lack of attention towards fans and the inability to utilize sporting success. However these results should be seen as representing opinions of the supporters sampled and not considered as a fully accurate view of the true causes. The study results can be utilized by the Blues hockey team in the development of their future operations. The results indicate the area's in which the supporters think that the company has development needs. Understanding these of development areas will also help in the planning of the future seasons. In terms of subjects for future study, similar research could be extended for a longer period. It would also be interesting to examine the factors that make Espoo seem difficult as a market area and how the considerable customer potential could be utilized most efficiently by the Blues?...
In the autumn of 2011 the average attendance figures for the Finnish championship league (SM-liiga) hockey team, Espoo Blues had fallen by more than a thousand spectators compared to the previous season. The objective of this study was to clarify the reasons for this decrease in attendances at the home matches of the Blues in the Barona Arena in Espoo. The study was limited to the events of the autumn season 2011. The objective was also to create development proposals based on the study results which would aim to reduce the falling attendances in the future. The study was carried out as mixed methods research using two different qualitative research methods. The main method, content analysis was used with the comments posted to Finland's biggest ice hockey discussion forum, Jatkoaika.com, and especially those in the area of the forum dealing with the Espoo Blues. The study examined messages posted on the forum from the team's supporters concerned the research problem. As additional research method involved the use of themed interviews targeted at twelve members of the Blues Fan Club. The questions used in the interviews were based on issues revealed through the content analysis. The theoretical section of the study examines the themes of advertising and marketing. Marketing is discussed especially from the perspective of sports. Advertising is analysed terms of media advertising and the opportunities it can offer. The theoretical section concludes with a discussion about brands and brand building. The study found that in the supporters opinions the decrease in attendance in the autumn of 2011 were due to a range of factors including lack of marketing, lack of perseverance in building of the brand, high ticket prices, lack of communication, the lure of the game events, competitors, Espoo as a market area, lack of attention towards fans and the inability to utilize sporting success. However these results should be seen as representing opinions of the supporters sampled and not considered as a fully accurate view of the true causes. The study results can be utilized by the Blues hockey team in the development of their future operations. The results indicate the area's in which the supporters think that the company has development needs. Understanding these of development areas will also help in the planning of the future seasons. In terms of subjects for future study, similar research could be extended for a longer period. It would also be interesting to examine the factors that make Espoo seem difficult as a market area and how the considerable customer potential could be utilized most efficiently by the Blues?...
Ulosmitatun omaisuuden realisointi : case: Länsi-Uudenmaan ulosottovirasto
(Laurea-ammattikorkeakoulu, 2012)
Opinnäytetyöni aihe liittyy ulosmitatun omaisuuden realisointiin ja realisointiprosessin kehittämiseen ulosottovirastoissa. Työ on toteutettu yhteistyössä Länsi-Uudenmaan ulosottoviraston kanssa, jossa käynnistettiin vuonna 2011 projekti, jonka...
Realization of foreclosed properties : case: enforcement office in Western Uusimaa The theme of my thesis is related to realization of foreclosed properties and developing the realization process in the enforcement offices. This thesis has been created in cooperation with the enforcement office in Western Uusimaa where a realization project was started in the year 2011. The project aims at improving the realization procedure and scheduling forecloses. I work in the enforcement office in Western Uusimaa as an office secretary helping bailiffs with realizations. I also work in a team that is in charge of the realization project. The functional aim in my thesis was improving the enforcement realization and it was fulfilled by working in the realization project. As a result a schedule system for forecloses was created. The realization schedule is in active use in the enforcement office of Western Uusimaa and its development is still continuing. The theoretical aim in the thesis was to examine enforcement in general, realization of the foreclosed properties, the operation of the realization team and also to summarize the results of the project. The beginning of the thesis presents enforcement generally and describes the enforcement procedure. After that the thesis examines legislation and common directional principles. After this I tell about forecloses which are made to carry out a petitioner's debt. There have been changes in the realization customs after the legislation was modernized and this has created new opportunities in realization. At the end I examine the starting of the project, its phases and results. As a source in the theoretical part I used legal sources such as laws and pre-law materials. Materials from the realization team were also used as a source. In the reporting of the functional part I utilized the experience that I have gained while working in the enforcement office and in the realization project....
Realization of foreclosed properties : case: enforcement office in Western Uusimaa The theme of my thesis is related to realization of foreclosed properties and developing the realization process in the enforcement offices. This thesis has been created in cooperation with the enforcement office in Western Uusimaa where a realization project was started in the year 2011. The project aims at improving the realization procedure and scheduling forecloses. I work in the enforcement office in Western Uusimaa as an office secretary helping bailiffs with realizations. I also work in a team that is in charge of the realization project. The functional aim in my thesis was improving the enforcement realization and it was fulfilled by working in the realization project. As a result a schedule system for forecloses was created. The realization schedule is in active use in the enforcement office of Western Uusimaa and its development is still continuing. The theoretical aim in the thesis was to examine enforcement in general, realization of the foreclosed properties, the operation of the realization team and also to summarize the results of the project. The beginning of the thesis presents enforcement generally and describes the enforcement procedure. After that the thesis examines legislation and common directional principles. After this I tell about forecloses which are made to carry out a petitioner's debt. There have been changes in the realization customs after the legislation was modernized and this has created new opportunities in realization. At the end I examine the starting of the project, its phases and results. As a source in the theoretical part I used legal sources such as laws and pre-law materials. Materials from the realization team were also used as a source. In the reporting of the functional part I utilized the experience that I have gained while working in the enforcement office and in the realization project....
Asiakastiedon analysointi myynnin tukena
(Laurea-ammattikorkeakoulu, 2012)
Tämän opinnäytetyön tarkoituksena oli tutkia, kokevatko yritykset potentiaalisten asiakkaiden analysoinnin haasteellisena. Tutkimuksessa tarkasteltiin, miten pienet ja keskisuuret yritykset hyödyntävät potentiaalisten asiakkaiden analysointia...
Analysis of customer data to support sales The purpose of this thesis was to research if companies find analyzing the potential customers challenging. The main focus of this research was to find out how SME companies utilize the analysis of potential customers in their business. The theoretical framework of the study consists of three themes: customer relationship man-agement, marketing communication and sales management. Theme interview was used as research method. For the theme interview, the six persons responsible for the sales of the company were interviewed. All interviews were transcribed which increased reliability of this research. The interviewees did not receive a theme interview questions beforehand. Therefore they were not able to prepare or practice their answers before the interview. The research results showed similarities in the answers given by the interviewees. The participants of this study regarded the present customer analysis as quite easy but analyzing potential customers was found to be challenging by all. In the interviews, the finding of potential customers was experienced as challenging so an application which would analyze customers should possibly be created for further studies. The seller company is not necessarily aware of the boundary between the potential customers and the present customers. On the basis of the research results a development proposal was created: An application which would analyze the information that has been received of potential customers. The research results strengthen the preconception from the subject: the companies do not have a service which would increase the efficiency of the customer analysis of the company or intensify of the sales considerably. The companies have a need to grow and thus to gain scale advantages with respect to their competitors. In the study the problem whether the analysis of potential customerships affects the economic result of the company was not solved. For further studies one would have to clarify if the potential customers' analysis in fact intensifies the business of the company doing it. Also, a company that uses potential customer analysis systematically would need to be found....
Analysis of customer data to support sales The purpose of this thesis was to research if companies find analyzing the potential customers challenging. The main focus of this research was to find out how SME companies utilize the analysis of potential customers in their business. The theoretical framework of the study consists of three themes: customer relationship man-agement, marketing communication and sales management. Theme interview was used as research method. For the theme interview, the six persons responsible for the sales of the company were interviewed. All interviews were transcribed which increased reliability of this research. The interviewees did not receive a theme interview questions beforehand. Therefore they were not able to prepare or practice their answers before the interview. The research results showed similarities in the answers given by the interviewees. The participants of this study regarded the present customer analysis as quite easy but analyzing potential customers was found to be challenging by all. In the interviews, the finding of potential customers was experienced as challenging so an application which would analyze customers should possibly be created for further studies. The seller company is not necessarily aware of the boundary between the potential customers and the present customers. On the basis of the research results a development proposal was created: An application which would analyze the information that has been received of potential customers. The research results strengthen the preconception from the subject: the companies do not have a service which would increase the efficiency of the customer analysis of the company or intensify of the sales considerably. The companies have a need to grow and thus to gain scale advantages with respect to their competitors. In the study the problem whether the analysis of potential customerships affects the economic result of the company was not solved. For further studies one would have to clarify if the potential customers' analysis in fact intensifies the business of the company doing it. Also, a company that uses potential customer analysis systematically would need to be found....
Optisen alan markkinointitutkimus - Case: Optikko Nyman
(Laurea-ammattikorkeakoulu, 2012)
Opinnäytetyön tarkoituksena oli kartoittaa optisen alan markkinoinnin keinojen ja markkinointiviestien toimivuutta. Tässä tutkimuksessa pyrittiin selvittämään, millä markkinointivälineillä asiakkaat tavoitetaan parhaiten ...
Osaamiskartoitus strategialähtöiseen osaamisen kehittämiseen. Case: logistiikkakeskus
(Laurea-ammattikorkeakoulu, 2012)
Tämän opinnäytetyön tarkoituksena oli selvittää, mitä käsitteet osaamiskartoitus ja osaamisen kehittäminen tarkoittaa. Miten yrityksen strategia huomioidaan osaamisen kehittämisessä ja millaista on toteuttaa henkilökohtaisen osaamisen...
Competent Analysis of Strategy Focused Knowledge Development. Case: Logistics Center The purpose of this study was to clarify what the competence analysis and competence development mean. How the company`s strategy is taken into account in the development of know-how, and how to implement the assessment process of personal skills at a company. The case company is Company X which operates in Uusimaa and logistics staffs in its logistics center. The study describes the personal competence process carried out in the company. The purpose of the process is to identify the logistics staff`s competence and skills level. Also the company`s strategy and competence development processes were analysed and it was observed whether the strategy base was seen in the competence development of the logistic center and whether the competence analysis brings any added value to competence development. The competence analysis for Company X was carried out between June 2010 and November 2011 by ESLogC project, which is the developing system of logistics centers in Southern Finland. Logistics center was one of participating companies in the project. A partner company in the competence study was Kerava Laurea University of Applied Sciences, which was one of the project leaders. The theoretical framework consisted of strategic personnel management and competence management and the whole development area. In addition, the concept of performance appraisal is ellaborated and alternatives in competence development are presented. The research method was a qualitative research, in which the author attended as a representative of the company in the implementation and observation of the project. Also discussions and interviews were held with workers, foreman and managers involved in the project. For the company the main contribution from the competence analysis project was the competence development tools: a competence map, personal competence analysis form and competence matrix, which the company may edit according to need in the future. The company also received results from the competence level compared with other actors in the logistics industry. The study shows need for development of performance appraisal contents as well as their value as a tool for competence development. The logistics center should include the competence development targets to implement the company strategy....
Competent Analysis of Strategy Focused Knowledge Development. Case: Logistics Center The purpose of this study was to clarify what the competence analysis and competence development mean. How the company`s strategy is taken into account in the development of know-how, and how to implement the assessment process of personal skills at a company. The case company is Company X which operates in Uusimaa and logistics staffs in its logistics center. The study describes the personal competence process carried out in the company. The purpose of the process is to identify the logistics staff`s competence and skills level. Also the company`s strategy and competence development processes were analysed and it was observed whether the strategy base was seen in the competence development of the logistic center and whether the competence analysis brings any added value to competence development. The competence analysis for Company X was carried out between June 2010 and November 2011 by ESLogC project, which is the developing system of logistics centers in Southern Finland. Logistics center was one of participating companies in the project. A partner company in the competence study was Kerava Laurea University of Applied Sciences, which was one of the project leaders. The theoretical framework consisted of strategic personnel management and competence management and the whole development area. In addition, the concept of performance appraisal is ellaborated and alternatives in competence development are presented. The research method was a qualitative research, in which the author attended as a representative of the company in the implementation and observation of the project. Also discussions and interviews were held with workers, foreman and managers involved in the project. For the company the main contribution from the competence analysis project was the competence development tools: a competence map, personal competence analysis form and competence matrix, which the company may edit according to need in the future. The company also received results from the competence level compared with other actors in the logistics industry. The study shows need for development of performance appraisal contents as well as their value as a tool for competence development. The logistics center should include the competence development targets to implement the company strategy....









