Haku
Viitteet 3891-3900 / 5020
Kaluston kuntoseurantajärjestelmän hankkiminen Kilon Osuus-Autolle
(Laurea-ammattikorkeakoulu, 2012)
Opinnäytetyön tarkoituksena oli kartoittaa potentiaaliset kunnossapitojärjestelmät Kilon Osuus-Autolle. Kartoituksen jälkeen tarkempaan vertailuun otettiin kaksi järjestelmää, joista valittiin Kilon Osuus-Auton kriteerit ...
Vuokratyövoiman käytön tuomat haasteet ja mahdollisuudet
(Laurea-ammattikorkeakoulu, 2012)
Vuokratyövoiman käyttö alkoi Suomessa muuta maailmaa seuraten 1960-luvulla. Aluksi vuokratyövoimaa käytettiin vain teollisuuden aloilla, joilla kasvu oli nopeaa ja eivätkä työvoimatoimistot pystyneet enää vastaamaan jatkuvaan ...
Yritys X:n luottoprosessin kehittäminen
(Laurea-ammattikorkeakoulu, 2012)
Tämän opinnäytetyön aiheena on Yritys X:n luottoprosessin kehittäminen. Työn tarkoituksena on perehtyä luottoprosessiin liittyvään teoriaan ja auttaa sen pohjalta luomaan kyseiselle yritykselle kirjallinen luottopolitiikka sekä siihen liittyvä...
Developing the Credit Process for Case Company This Bachelor’s thesis deals with case company’s credit process. The overall purpose of the study was to develop the case company’s credit process by creating a written credit policy proposal and instructions for the company’s sales department and financial management department. At the moment the case company does not have a written credit policy or instructions that would clarify how the credit management’s responsibilities are divided between different departments. Both credit policy and instructions should be composed in writing so that everyone in the company knows what has been agreed on. The thesis includes a theory section and an empirical section that deals with the case company. The theory section discusses the credit trade, credit risks, risk management and debt collection. The empirical part deals with the case company’s credit process and its sectors that require development. Moreover, the development suggestions concerning the case company’s credit process are presented in the empirical section of the study. The study’s theory section was mainly based on Finnish literature and articles. In addition, study involved also the Internet as an information source. The development proposals were based on the theory and the writer’s own experiences on working for the case company’s financial management. The outputs of the study were a written credit policy proposal and practical instructions. The credit policy proposal includes just the most crucial subjects from the case company’s point of view. It contains clear descriptions about company’s procedures concerning valuating customer’s credit standing, reclamation processes, debt collection and booking of credit losses. Instructions are in turn an effective and illustrative way to clarify responsibilities concerning the credit policy....
Developing the Credit Process for Case Company This Bachelor’s thesis deals with case company’s credit process. The overall purpose of the study was to develop the case company’s credit process by creating a written credit policy proposal and instructions for the company’s sales department and financial management department. At the moment the case company does not have a written credit policy or instructions that would clarify how the credit management’s responsibilities are divided between different departments. Both credit policy and instructions should be composed in writing so that everyone in the company knows what has been agreed on. The thesis includes a theory section and an empirical section that deals with the case company. The theory section discusses the credit trade, credit risks, risk management and debt collection. The empirical part deals with the case company’s credit process and its sectors that require development. Moreover, the development suggestions concerning the case company’s credit process are presented in the empirical section of the study. The study’s theory section was mainly based on Finnish literature and articles. In addition, study involved also the Internet as an information source. The development proposals were based on the theory and the writer’s own experiences on working for the case company’s financial management. The outputs of the study were a written credit policy proposal and practical instructions. The credit policy proposal includes just the most crucial subjects from the case company’s point of view. It contains clear descriptions about company’s procedures concerning valuating customer’s credit standing, reclamation processes, debt collection and booking of credit losses. Instructions are in turn an effective and illustrative way to clarify responsibilities concerning the credit policy....
Seuran kehittämissuunnitelma : case: Keravan Luistinseura ry
(Laurea-ammattikorkeakoulu, 2012)
sekä tuoda siihen uusia ulottuvuuksia. Opinnäytetyö sisältää kaksi osaa, joista ensimmäisessä osassa paneudutaan yhdistyksen perustamiseen sekä hallinnointiin liittyviin perusasioihin ja toisessa osiossa paneudumme case yhdistykseemme Keravan...
Improvement plan for sport society : case: Keravan Luistinseura ry There are about 130 000 societies in Finland at the moment and the number of sport societies is about 20 000. Finnish Figure Skating Association (FFSA) has 99 figure skating societies as members. Brilliant success in figure skating and in synchronized skating has increased the number of devotees. Popularity of the sport increases at constant speed and competition between societies is growing. Management of a society that is based on voluntary work brings challenges to this certain field. Although the purpose of societies is not to make profit it is important to keep the financial balance by planning and anticipating well. The purpose of this practical thesis is to strengthen the society’s existing operating plan and bring new dimensions to it. Thesis includes two sections and the first section deals with establishing and managing a society and the second part is dealing with our case Keravan Luistinseura ry. We are trying to create a new model for how to manage and lead by using theory and practice together. Creating a new theory is not the purpose of this thesis but to exploit existing information. There is no existing business plan or improvement plan model for societies so we have to enforce business plan models designed for companies. Those parts of the business plan reference model that do not directly relate to the development and evaluation of society activities are left out. Keravan Luistinseura ry was established in the year 1999 and its work area is Central Uusimaa. There are 103 skaters in the society at the moment and also besides of two head coaches there are many trainers. In the society you can practice figure and synchronized skating in competition and amateur divisions. We got the assignment from Keravan Luistinseura ry regarding society’s executive committee work. Our mission is to clarify the work of organization and to give a few proposals for its management so that the working habits would become more effective and create a consistent line for longer time period....
Improvement plan for sport society : case: Keravan Luistinseura ry There are about 130 000 societies in Finland at the moment and the number of sport societies is about 20 000. Finnish Figure Skating Association (FFSA) has 99 figure skating societies as members. Brilliant success in figure skating and in synchronized skating has increased the number of devotees. Popularity of the sport increases at constant speed and competition between societies is growing. Management of a society that is based on voluntary work brings challenges to this certain field. Although the purpose of societies is not to make profit it is important to keep the financial balance by planning and anticipating well. The purpose of this practical thesis is to strengthen the society’s existing operating plan and bring new dimensions to it. Thesis includes two sections and the first section deals with establishing and managing a society and the second part is dealing with our case Keravan Luistinseura ry. We are trying to create a new model for how to manage and lead by using theory and practice together. Creating a new theory is not the purpose of this thesis but to exploit existing information. There is no existing business plan or improvement plan model for societies so we have to enforce business plan models designed for companies. Those parts of the business plan reference model that do not directly relate to the development and evaluation of society activities are left out. Keravan Luistinseura ry was established in the year 1999 and its work area is Central Uusimaa. There are 103 skaters in the society at the moment and also besides of two head coaches there are many trainers. In the society you can practice figure and synchronized skating in competition and amateur divisions. We got the assignment from Keravan Luistinseura ry regarding society’s executive committee work. Our mission is to clarify the work of organization and to give a few proposals for its management so that the working habits would become more effective and create a consistent line for longer time period....
Asiantuntijapalveluiden tuotteistaminen : KPMG Oy Ab Legal Services
(Laurea-ammattikorkeakoulu, 2012)
Yleisenä suuntauksena yhteiskunnassa on ollut palveluiden tarjonnan, ja täten myös niiden käytön lisääntyminen. Konkreettisten tuotteiden ympärille tuotetaan tukipalveluja esimerkiksi uusien käyttömahdollisuuksien tai jälkimarkkinoinnin hyödyntämiseksi. Palvelujen tulee olla helposti saavutettavissa ja hyödynnettävissä muodoissa. Etenkin yritysasiakkaiden ostaessa tukitoimintoja ulkopuolelta, on tehokkuus avaintekijä. Kehitystä näkyy siis myös vastakkaiseen suuntaan: perinteisistä palveluista halutaan tuotekehitystä muistuttavan prosessin avulla muodostaa tehokkaita paketteja. Tuotteistuksen aste kuitenkin vaihtelee, eikä aina edes ole kannattavaa viedä tuotteistusprosessia kokonaan loppuun, tai volyymien ollessa pienet suorittaa sitä lainkaan.
Palvelut eivät itsessään ole konkreettisia, jonka vuoksi ne on haasteellista mieltää tuotteina. Palveluosaaminen eroaa tuoteosaamisesta, sillä asiantuntija itsessään ei ole myytävä tuote. Asiantuntijapalveluissa tietoelementtien osuus on suuri ja ne eroavat muutenkin luonteeltaan muista palveluista. Asiantuntijapalveluiden ongelmina ovat aineettoman tietopääoman jalostaminen tuotteistettavaan muotoon, riittävä erottautuminen muista kilpailijoista sekä palvelujen hajanaisuus.
Opinnäytetyön aiheena on palvelujen luonne tuotteena, asiantuntijapalvelujen erityispiirteet sekä tuotteistamisen mahdollisuudet. Perinteisestä tuoteajattelusta on hyötyä myös palveluiden kohdalla. Palvelujen tuottamisprosesseja on arvioitava kriittisesti. Tuotteistaminen lähtee liikkeelle yrityksen strategiasta, ja sen pohjalla on oltava riittävästi tietoa markkinoista ja kilpailijoista.
Yhteistyöyrityksenä toimi KPMG Oy Ab ja sen Legal Service – yksikkö. Yhteistyöyritys on ollut aktiivisesti mukana ja tarjonnut hienon mahdollisuuden yhteistyöhön. Opinnäytetyön tekijällä on ollut mahdollisuus esittää kysymyksiä koko prosessin ajan.
Opinnäytetyö on luonteeltaan kehittämisprojekti, jossa empiirisen tutkimuksen avulla pyritään keräämään aineistoa ja tarkastelemaan sitä teoriatiedon valossa. Opinnäytetyön taustalla on yhteistyöyritykselle toteutettu kysely. Kysely toteutettiin kvantitatiivisena kysely – tutkimuksena vuoden 2011 lopulla. Otoksessa olivat mukana KPMG Oy Ab:n Legal Service – yksikön olemassa olevat yritysasiakkaat, sekä potentiaaliset yksityisen ja kuntasektorin asiakkaat.
Opinnäytetyön tuloksena voidaan ymmärtää paremmin palvelujen, ja erityisesti asiantuntijapalveluiden ongelmallinen luonne. Opinnäytetyön avulla voidaan ymmärtää yhteistyöyrityksen palveluiden nykyistä tilaa analysoimalla muun muassa erottautumista kilpailijoista, sekä tarjota kehitysideoita toiminnan tehostamiseksi....
. Knowledge is the cornerstone of most business providers, which forms probably the most difficult products for anyone to market. Service knowledge and product knowledge are not the same. Especially in expert services the key element is knowledge...
. Knowledge is the cornerstone of most business providers, which forms probably the most difficult products for anyone to market. Service knowledge and product knowledge are not the same. Especially in expert services the key element is knowledge...
Arvot ja asenteet myynnillisessä asiakaspalvelussa : Case Toimeksiantaja
(Laurea-ammattikorkeakoulu, 2012)
Arvot ja asenteet ovat elämän perusta, niin ainakin väitetään. Arvot ohjaavat toimimaan oman arvomaailman mukaisesti ja tekemään päätöksiä myös niiden pohjalta. Jokainen osaa määritellä omat arvonsa, tai nimetä vähintään yhden. Asenteet eivät ole...
Values and attitudes are the basis of life. Values guide decision making and behavior and a person can usually define and name at least some of his or her values. Attitudes, are not as deeply felt as values and can be affected not only by a person´s values, but also their environment, culture, religion and personal experiences. Values and attitudes are equally important in private as well as in business life. Companies define values for their actions; to reach common goals and gain results, there should be common values in a company. In this thesis the values and attitudes of call center employees are studied. The purpose of the thesis is to determine the most prevalent values and attitudes in different service situations. This study will give the client company more information about their employees, their values and how the values meet the client company’s corporate values. The study is based on a discussion of theoretical information from various sources, such as the literature on sales and marketing. In addition, in order to explain values and attitudes, per-spectives from the field of psychology are also presented. The empirical study was conducted as an email survey, where the subject and purpose of the survey were explained openly. Based on the responses to the survey, it was then possible to define and clarify the employees´ opinions and feelings towards their customer service sales work. The responses show positive results. The employees in the client company seem to accept the company’s values and work according to them. It is possible, however, to also infer from the responses that there is some uncertainty regarding the values of taking initiative and responsibility, and sharing responsibility. The employees have a positive attitude and understanding towards self-development in their work, but this may not always be evident in practice....
Values and attitudes are the basis of life. Values guide decision making and behavior and a person can usually define and name at least some of his or her values. Attitudes, are not as deeply felt as values and can be affected not only by a person´s values, but also their environment, culture, religion and personal experiences. Values and attitudes are equally important in private as well as in business life. Companies define values for their actions; to reach common goals and gain results, there should be common values in a company. In this thesis the values and attitudes of call center employees are studied. The purpose of the thesis is to determine the most prevalent values and attitudes in different service situations. This study will give the client company more information about their employees, their values and how the values meet the client company’s corporate values. The study is based on a discussion of theoretical information from various sources, such as the literature on sales and marketing. In addition, in order to explain values and attitudes, per-spectives from the field of psychology are also presented. The empirical study was conducted as an email survey, where the subject and purpose of the survey were explained openly. Based on the responses to the survey, it was then possible to define and clarify the employees´ opinions and feelings towards their customer service sales work. The responses show positive results. The employees in the client company seem to accept the company’s values and work according to them. It is possible, however, to also infer from the responses that there is some uncertainty regarding the values of taking initiative and responsibility, and sharing responsibility. The employees have a positive attitude and understanding towards self-development in their work, but this may not always be evident in practice....
Kiitos seisoo lopussa - tyytyväinen kävijä Laurea SHOWROOM -tapahtumassa
(Laurea-ammattikorkeakoulu, 2012)
Koulutuksen markkinointi on lisääntynyt Suomessa huolimatta siitä, että koulutuspalvelut kuuluvat julkisen sektorin piiriin. Korkeakoulujen kilpailu hyvistä opiskelijoista on todellista ja näin ollen koulut ovat alkaneet hyödyntämään...
All is well that ends well - visitors satisfaction with Laurea SHOWROOM event Although educational services are under the public services in Finland the marketing of education has increased. Universities’ competition for desirable students is real and therefore universities have started to use marketing methods for information purposes and to allure students. Event marketing has become a general marketing method for universities. An event can be compared to service experience when visitors’ satisfaction can be measured by using the methods of customer satisfaction meters. The empirical part of this thesis was carried out using a visitor research at one of laurea’s marketing events. The event was Laurea showroom bringing the Laurea campus to a shopping centre for a month’s duration. The study was quantitative and the research method was a survey. Measurement was carried out mechanically during the event in february 2012. The number of responses was 120, which is sufficient for the generalization of the results. The purpose of this study was to utilise the theory to determine what makes an event successful from the visitors’ point of view. This was the basis for studying the most important factors for satisfaction for the visitors of Laurea showroom. In addition, research results show which event marketing methods worked best and what kind of event visitors were most interested in this event. Servqual service quality meter was used to plan the survey. The study results showed that the most important satisfaction factors regarding Laurea showroom was the attractiveness of the space and accessibility of the information needed. Young adults and adults were most interested in the event but secondary school students and graduates and people over 37 years of age were less interested. In terms of life situations, the event attracted mostly students and pupils. Laurea's own web site and word of mouth communication had worked best out of the event marketing methods....
All is well that ends well - visitors satisfaction with Laurea SHOWROOM event Although educational services are under the public services in Finland the marketing of education has increased. Universities’ competition for desirable students is real and therefore universities have started to use marketing methods for information purposes and to allure students. Event marketing has become a general marketing method for universities. An event can be compared to service experience when visitors’ satisfaction can be measured by using the methods of customer satisfaction meters. The empirical part of this thesis was carried out using a visitor research at one of laurea’s marketing events. The event was Laurea showroom bringing the Laurea campus to a shopping centre for a month’s duration. The study was quantitative and the research method was a survey. Measurement was carried out mechanically during the event in february 2012. The number of responses was 120, which is sufficient for the generalization of the results. The purpose of this study was to utilise the theory to determine what makes an event successful from the visitors’ point of view. This was the basis for studying the most important factors for satisfaction for the visitors of Laurea showroom. In addition, research results show which event marketing methods worked best and what kind of event visitors were most interested in this event. Servqual service quality meter was used to plan the survey. The study results showed that the most important satisfaction factors regarding Laurea showroom was the attractiveness of the space and accessibility of the information needed. Young adults and adults were most interested in the event but secondary school students and graduates and people over 37 years of age were less interested. In terms of life situations, the event attracted mostly students and pupils. Laurea's own web site and word of mouth communication had worked best out of the event marketing methods....
Kokonaisasiakkuuksien lisääminen
(Laurea-ammattikorkeakoulu, 2012)
Laurea-ammattikorkeakoulu Tiivistelmä
Laurea Leppävaara
Liiketalouden koulutusohjelma
Lindström Leila
Kokonaisasiakkuuksien lisääminen
Vuosi 2012 Sivumäärä 52
Kilpailu asiakkaista on pankkialalla kovaa. Asiakasuskollisuus ja asioinnin keskittäminen yhdelle palveluntarjoajalle ovat kokeneet inflaation monella alalla kuten myös pankeissa. Pankit pyrkivät ylläpitämään ja kehittämään olemassa olevia asiakkuuksiaan, luomaan asiakasuskollisuutta sekä hankkimaan uusia asiakkaita markkinoinnin, tutkimusten sekä uusien strategioiden keinoin. Tuotteiden ja palveluiden ollessa vaikeasti vertailtavissa niiden samankaltaisuuden vuoksi, pankkien tulee olla jatkuvasti innovatiivisia ja seurata aikaansa pysyäkseen mukana kilpailussa. Erilaisilla kanta -, avain- ja keskittäjäasiakkaiden etuohjelmilla pyritään muodostamaan sekä pankin- että asiakkaan kannalta pitkäkestoinen ja kannattava asiakassuhde.
Yksi Pankki X:n suurimpia haasteita ja tavoitteita on saada enemmän kokonaisasiakkaita sekä vanhoista että uusista asiakkuuksista. Kokonaisasiakkaalla tarkoitetaan asiakasta joka on keskittänyt kaikki, tai lähes kaikki pankkipalvelunsa yhteen pankkiin. Tämän opinnäytetyön tarkoituksena oli perehtyä Pankki X:n passiivisten asiakkaiden asiakkuusmotiiveihin, syihin hajauttaa pankkiasiointinsa useaan eri pankkiin, tai keskittää asiakkuutensa yksin johonkin tiettyyn pankkiin. Opinnäytetyön avulla pyrittiin lisäksi selvittämään passiivisten asiakkaiden mielikuvia pankki x:stä, sekä syitä olla keskittämättä asiointiaan kokonaan pankki x:ään. Etuohjelmien suosio pankinvalinta kriteerinä kiinnosti myös, sillä pankki x:llä ei ole käytössään julkista ja näkyvää uskollisuus- tai kanta- asiakasohjelmaa. Tutkimus suoritettiin kvantitatiivisen ja kvalitatiivisen kyselytutkimuksen välimuotoa soveltaen. Kysely toteutettiin kyselylomakkeilla jotka postitettiin valitulle kohderyhmälle keväällä 2012. Otoksena käytettiin konttori x:n niitä asiakkaita joilla on yksi palvelu pankki x:ssä. Tulosten kautta pyrittiin löytämään uusia keinoja asiakkaiden sitouttamiseen sekä asiakasuskollisuuden- ja kokonaisasiakkuuksien lisäämiseen tulevaisuudessa.
Työn teoriaosuudessa keskityttiin asiakasuskollisuuteen, asiakassuhteen rakentamiseen, kanta-asiakasmarkkinointiin, ja asiakas- kannattavuuteen. Asiakassuhteissa on monia askelia ja kerroksia jotka tarvitsevat huomiota. Monia asioita täytyy tapahtua ennen kuin asiakassuhde on tuottava ja perustuu lojaaliuteen pankin ja asiakkaan välillä. Pankki X:n Konttori Z:n asiakkaat ovat pääosin tyytyväisiä asiakaspalveluun ja tuotteisiin mutta joitain ongelmia oli nähtävissä asiakasprosesseissa.
Tutkimuksen tulosten perusteella päätettiin toteuttaa kustannustehokasta, aktiivista ja suunnattua markkinointia passiivisille asiakkaille. Lisäksi päätettiin kehittää henkilökunnan myyntiosaamista ja myyntiprosesseja. Paremmalla myyntiosaamisella voidaan lisätä asiakkaiden tietoisuutta pankista, ja parantaa henkilökunnan osaamista asiakassuhteen hoitamisessa ja kehittämisessä asiakassuhteen jokaisessa elinkaaren vaiheessa.
Asiasanat kokonaisasiakkuus, asiakaskannattavuus, asiakasuskollisuus...
for customers in the banking sector. Customer loyalty has increased in many business areas. Banks are trying to maintain and develop their current customer bases, create better customer loyalty, and at the same time acquire new customers through marketing...
for customers in the banking sector. Customer loyalty has increased in many business areas. Banks are trying to maintain and develop their current customer bases, create better customer loyalty, and at the same time acquire new customers through marketing...
Kululaskutuksen sähköistäminen ja laskun kierto - Case: Bauhaus & Co Ky
(Laurea-ammattikorkeakoulu, 2012)
Suomessa tällä hetkellä hyvää vauhtia edistyvä taloushallinnon sähköistyminen on tämänkin toiminnallisen opinnäytetyön taustalla. Tämän hetkistä kehitystä voidaankin kutsua siirtymävaiheeksi, koska vain osa yrityksistä on ...
Vakuutuksenantajan tiedonantovelvollisuus säästöhenki- ja eläkevakuutussopimuksissa
(Laurea-ammattikorkeakoulu, 2012)
Opinnäytetyössä tarkastellaan vakuutuksenantajan tiedonantovelvollisuutta säästöhenki- ja eläkevakuutussopimuksen voimassaoloaikana. Opinnäytetyön tavoitteena on selvittää millaista asiakastiedottamista vakuutusyhtiöltä säästöhenki- ja...
Insurer’s duty of disclosure in endowment insurances and pension insurances This Bachelor’s thesis examines the insurer's duty of disclosure in relation to endowment insurance and pension insurance contracts. The objective of the thesis is to clarify what kind of customer disclosure is required by an insurance company according to the law after the signing of an endowment insurance and pension insurance contract. This thesis also clarifies how the customer disclosure will be handled insurance company X in practice. What kind of challenges there will be in the future in relation to the duty of disclosure of the insurer will also be discussed. How do the possible changes in law and the new regulations of the authorities affect customer disclosure of the insurance companies? The Insurance Contracts Act defines the insurer’s duty of disclosure in the personal insurances and the insurances against loss or damage. The endowment insurances and the pension insurances belong to the personal insurances in which a natural person is insured. According to the law the insurer shall dispatch the policyholder a statement detailing the sum insured and any such other circumstances concerning the insurance as are of manifest importance to the policyholder once a year. The insurer must also inform to the policyholder of amendments to terms and conditions of the insurance, the expiry of the insurance and information on legal remedies. The Insurance Contracts Act defines the minimum requirements to the insurer’s duty of disclosure. In addition it is normal that the insurance companies inform the customer when some change has been made to the insurance. The insurance companies can inform the customers also of other matters which affect the insurance contract essentially, for example changes in the taxation of the insurances. The most important sources used in the thesis are the Insurance Contracts Act, law preparatory acts, regulations of the authorities and the literature of the field. For the thesis I have also been interviewed two insurance experts of the insurance company X and one of the lawyers of the insurance company X....
Insurer’s duty of disclosure in endowment insurances and pension insurances This Bachelor’s thesis examines the insurer's duty of disclosure in relation to endowment insurance and pension insurance contracts. The objective of the thesis is to clarify what kind of customer disclosure is required by an insurance company according to the law after the signing of an endowment insurance and pension insurance contract. This thesis also clarifies how the customer disclosure will be handled insurance company X in practice. What kind of challenges there will be in the future in relation to the duty of disclosure of the insurer will also be discussed. How do the possible changes in law and the new regulations of the authorities affect customer disclosure of the insurance companies? The Insurance Contracts Act defines the insurer’s duty of disclosure in the personal insurances and the insurances against loss or damage. The endowment insurances and the pension insurances belong to the personal insurances in which a natural person is insured. According to the law the insurer shall dispatch the policyholder a statement detailing the sum insured and any such other circumstances concerning the insurance as are of manifest importance to the policyholder once a year. The insurer must also inform to the policyholder of amendments to terms and conditions of the insurance, the expiry of the insurance and information on legal remedies. The Insurance Contracts Act defines the minimum requirements to the insurer’s duty of disclosure. In addition it is normal that the insurance companies inform the customer when some change has been made to the insurance. The insurance companies can inform the customers also of other matters which affect the insurance contract essentially, for example changes in the taxation of the insurances. The most important sources used in the thesis are the Insurance Contracts Act, law preparatory acts, regulations of the authorities and the literature of the field. For the thesis I have also been interviewed two insurance experts of the insurance company X and one of the lawyers of the insurance company X....









