Haku
Viitteet 3951-3960 / 5020
Asiakaspalvelun tilauskirjausten kulut asiakkaittain : Case: Schneider Electric
(Laurea-ammattikorkeakoulu, 2012)
asiakaspalvelun etulinjan henki-löstössä. Tutkimusmenetelmät olivat kvalitatiivisia. Niissä selvitettiin käytettyä aikaa prosenteissa ja minuuteissa. Kyselyt tehtiin henkilöille suullisesti. Heitä pyydettiin tarkastamaan oikeellisuus myöhemmin. Osittain...
The Costs of Order Entries by Different Customers. Case Schneider Electric This thesis is an assignment from Schneider Electric Finland Oy. The purpose of the thesis was to determine as accurately as possible the costs of ordering process by different customers. The driving force behind the thesis was the suspicion that a few big customers have so high costs of ordering entries, that it affects their pricing policy. The thesis examined the theory of activity-based costing to help Schneider Electric Finland Oy to do similar type of activity-based costing entries for other functions as well. The case study was made by using the theory of an activity-based costing project to determine the costs of different ways to place orders. The thesis was made by doing own testing of how long different kinds of orderings take. To ensure results front-line customer service personnel were interviewed. The research methods were qualitative and they focused on the time spent in percentages and minutes. The surveys were conducted orally and people were asked later to check the validity of the results. Some of the information was gathered from ERP- (Enterprise Resource Planning) and CRM- (customer relationship management) systems, such as charges, order quantities and types. By the request of the company, figures were slightly modified, but in a way that the proportion remains the same. The results of the research were expected; the costs of order booking entries are significant. The different ways to place orders and thus with different customers the ordering costs can vary quite a lot. The costs of EDI ordering and Online (internet based system) were not available, so they were not included in the comparison. The result of the thesis provides tools for developing the customer's profitability and efficiency. In their next price negotiations, Schneider Electric Finland Oy can openly discuss the cost differences between different ways of ordering and get the customer make orders more cost effectively. The theoretical section will help Schneider Electric Finland Oy next time when they do similar activity-based costing projects. In addition, customer service employees will get an understanding with this thesis of the most efficient method of working and they may request the customers make orders by E-Mail instead of fax....
The Costs of Order Entries by Different Customers. Case Schneider Electric This thesis is an assignment from Schneider Electric Finland Oy. The purpose of the thesis was to determine as accurately as possible the costs of ordering process by different customers. The driving force behind the thesis was the suspicion that a few big customers have so high costs of ordering entries, that it affects their pricing policy. The thesis examined the theory of activity-based costing to help Schneider Electric Finland Oy to do similar type of activity-based costing entries for other functions as well. The case study was made by using the theory of an activity-based costing project to determine the costs of different ways to place orders. The thesis was made by doing own testing of how long different kinds of orderings take. To ensure results front-line customer service personnel were interviewed. The research methods were qualitative and they focused on the time spent in percentages and minutes. The surveys were conducted orally and people were asked later to check the validity of the results. Some of the information was gathered from ERP- (Enterprise Resource Planning) and CRM- (customer relationship management) systems, such as charges, order quantities and types. By the request of the company, figures were slightly modified, but in a way that the proportion remains the same. The results of the research were expected; the costs of order booking entries are significant. The different ways to place orders and thus with different customers the ordering costs can vary quite a lot. The costs of EDI ordering and Online (internet based system) were not available, so they were not included in the comparison. The result of the thesis provides tools for developing the customer's profitability and efficiency. In their next price negotiations, Schneider Electric Finland Oy can openly discuss the cost differences between different ways of ordering and get the customer make orders more cost effectively. The theoretical section will help Schneider Electric Finland Oy next time when they do similar activity-based costing projects. In addition, customer service employees will get an understanding with this thesis of the most efficient method of working and they may request the customers make orders by E-Mail instead of fax....
Finnair Oyj:n Aasian-strategiaan liittyvien palveluiden kehittäminen
(Laurea-ammattikorkeakoulu, 2012)
Tämän opinnäytetyön tarkoituksena on kartoittaa Finnair Oyj:n Aasian-strategiaan liittyviä olemassa olevia palveluita ja niiden kehittämistä. Tutkimuskysymyksenä on ollut: Mitä ja miten Finnair voi kehittää matkustajilleen ...
Palveluntarjoajan roolit asiakasyritysten toimintojen kehittämisessä
(Laurea-ammattikorkeakoulu, 2012)
Tämän opinnäytetyön tarkoituksena oli selvittää palveluntarjoajan roolit asiakasyritystensä toimintojen kehittämisessä. Opinnäytetyö tehtiin Etelä-Suomen logistiikkakeskusjärjestelmän kehittämishankkeelle (ESLogC), jonka tarkoituksena on kehittää Etelä-Suomen logistiikkakes-kusjärjestelmää. Laurea-ammattikorkeakoulu on mukana työstämässä ESLogC–hankkeen osaamisen työkokonaisuutta. Tämä opinnäytetyö tuo hankkeelle asiakasnäkökulmaa, joka on tärkeä huomioida kehitettäessä logistiikkakeskusjärjestelmää.
Opinnäytetyön teoreettinen viitekehys rakentui ulkoistamisesta, make or buy –päätöksestä, ulkoistamisen hyödyistä ja haitoista sekä logistiikkapalveluntarjoajasta ja sen roolista yritys-asiakkaan toimintojen sekä niiden kehittämisen kannalta. Empiirinen osuus toteutettiin kvan-titatiivista tutkimusta hyödyntäen, ja se alkaa selvittämällä vastaajien keskuudessa ulkoistetut toiminnot ja ulkoistamispäätökseen vaikuttaneet tekijät. Tämän jälkeen selvitetään vastaajien hankinta- ja yhteistyöstrategia.
Tutkielman tutkimusongelmana oli selvittää mitkä ovat palveluntarjoajan roolit asiakasyritysten toimintojen kehittämisessä. Tutkielman tuloksista voitiin päätellä, että palveluntarjoajan rooli yritysasiakkaan toimintojen kehittämisessä on ensinnäkin olla yhteistyökumppani ja toisekseen palveluntarjoaja. Yhteistyön kannalta palveluntarjoaja suunnittelee, ohjaa, parantaa sekä kehittää yhdessä yritysasiakkaan kanssa. Palveluntarjonnan kannalta palveluntarjoajan tulee tarjota yritysasiakkaalle sen tarpeita vastaava palveluvalikoima....
of outsourcing, logistics service provider and its roles considering the operations and the improving of the operations of its business customers. The empirical part of this thesis was carried out by utilizing quantitative research method. The empirical part...
of outsourcing, logistics service provider and its roles considering the operations and the improving of the operations of its business customers. The empirical part of this thesis was carried out by utilizing quantitative research method. The empirical part...
Asianmukainen maksusuunnitelmien ja -ohjelmien seuranta ulosotossa : case: Helsingin ulosottovirasto
(Laurea-ammattikorkeakoulu, 2012)
Opinnäytetyöni aihe liittyy kihlakunnanulosottomiehen velvollisuuksiin maksusuunnitelmien ja -ohjelmien seurannassa. Tein opinnäytetyöhöni liittyvänä harjoitteluaikanani kerran vuodessa laadittavan maksusuunnitelmien ...
Reklamaatiojärjestelmä asiakaspalvelun työkaluna, Case: Siisti Piha Oy
(Laurea-ammattikorkeakoulu, 2012)
Tämä opinnäytetyö käsittelee asiakaspalvelua ja laadukkaan asiakaspalvelun yhteyttä yritysten vastaanottamiin reklamaatioihin. Opinnäytetyössä pureudutaan pintaa syvemmälle asiakaspalveluun ja sen teoriaan. Opinnäytetyön tarkoituksena on selostaa...
service theory more deeply. Meaning of this thesis is report what customer service really is and how all steps in customer service is affecting to Company’s business and success. Furthermore this thesis handles also feedback and how feedback is bounded...
service theory more deeply. Meaning of this thesis is report what customer service really is and how all steps in customer service is affecting to Company’s business and success. Furthermore this thesis handles also feedback and how feedback is bounded...
Aistien hankkeen hallinnointi - prosessit ja opiskelijatoiminta
(Laurea-ammattikorkeakoulu, 2012)
Aistien - avoimia oppimisympäristöjä kehittämässä -hanke on kaksi ja puolivuotinen, Laurea-ammattikorkeakoulun hallinnoima kansallinen hanke, jossa kehitetään moniaistisuutta hyödyntävää pedagogista mallia pilotoimalla ...
Markkinatiedon kerääminen markkinakartoituksen avulla, Case: Yritys X
(Laurea-ammattikorkeakoulu, 2012)
Opinnäytetyön tavoitteena oli kartoittaa Suomen OHC-markkinoita (Out of Home Consumption, kodin ulkopuolella tapahtuva kulutus) ruokapalveluiden näkökulmasta. Opinnäytetyön toimeksiantajana toimi Suomalainen ruokapalveluyritys, ...
Neuromarkkinoinnin mahdollisuudet Suomessa
(Laurea-ammattikorkeakoulu, 2012)
Neuromarkkinointi on vielä toistaiseksi Suomessa melko uusi ja tuntematon ala. Ensimmäiset ”neuromarketing” -termiä käyttäneet yritykset perustettiin ulkomailla vuonna 2002 ja ensimmäinen julkinen neuromarkkinointitutkimus toteutettiin vuonna 2004...
Prospects of Neuromarketing in Finland Currently, neuromarketing is still a relatively new and unknown field in Finland. The first companies abroad which used the term ”neuromarketing” were established in 2002, and the first public neuromarketing research was conducted in 2004. The amount of information available about the subject has increased rapidly, but this is mostly in English. Furthermore, gaining a comprehensive general view requires profound investigation. From the perspective of interested companies, this is inconvenient because obtaining enough competence to be able to plan the use of the service would be time-consuming. The purpose of this thesis was to gather basic information about neuromarketing for Finnish companies. The prospects for the service in Finland were examined by means of different analyses such as PESTE and SWOT. Previous equivalent documentation was not found during the research. In addition, attitudes towards neuromarketing were researched through qualitative investigation among foreign neuromarketing experts (n=7), Finnish representatives for companies (n=7) and former Finnish functional magnetic resonance imaging (fMRI) research test subjects (n=12). The sample was picked to include respondents who had enough knowledge about the subject to express their opinion. Other references for the research consisted of articles, Internet sources and knowledge collected during a project of the Neuroeconomics Lab in spring 2011. The results show that Finnish companies are interested in the service and have ideas for how neuromarketing could be used in their businesses. The problem most emphasised was the cost of neuromarketing and the insufficient proof regarding the profits to be gained from utilising it. In addition to lowering the price level, more information is needed. Companies want to know how neuromarketing could benefit them in practice so that the use of service would be conceived as cost-effective. Finnish consumers, on the other hand, would need basic information about neuromarketing. This would be to avoid the impression of manipulation as a consequence of perceptions that neuromarketing involves changing the behaviour of consumers against their will. Provided that the above mentioned issues could be resolved, neuromarketing service would appear to have a future market in Finland. Researchers, foreign neuromarketing experts, representatives of Finnish companies and Finnish consumers alike seem to have faith in the future of neuromarketing....
Prospects of Neuromarketing in Finland Currently, neuromarketing is still a relatively new and unknown field in Finland. The first companies abroad which used the term ”neuromarketing” were established in 2002, and the first public neuromarketing research was conducted in 2004. The amount of information available about the subject has increased rapidly, but this is mostly in English. Furthermore, gaining a comprehensive general view requires profound investigation. From the perspective of interested companies, this is inconvenient because obtaining enough competence to be able to plan the use of the service would be time-consuming. The purpose of this thesis was to gather basic information about neuromarketing for Finnish companies. The prospects for the service in Finland were examined by means of different analyses such as PESTE and SWOT. Previous equivalent documentation was not found during the research. In addition, attitudes towards neuromarketing were researched through qualitative investigation among foreign neuromarketing experts (n=7), Finnish representatives for companies (n=7) and former Finnish functional magnetic resonance imaging (fMRI) research test subjects (n=12). The sample was picked to include respondents who had enough knowledge about the subject to express their opinion. Other references for the research consisted of articles, Internet sources and knowledge collected during a project of the Neuroeconomics Lab in spring 2011. The results show that Finnish companies are interested in the service and have ideas for how neuromarketing could be used in their businesses. The problem most emphasised was the cost of neuromarketing and the insufficient proof regarding the profits to be gained from utilising it. In addition to lowering the price level, more information is needed. Companies want to know how neuromarketing could benefit them in practice so that the use of service would be conceived as cost-effective. Finnish consumers, on the other hand, would need basic information about neuromarketing. This would be to avoid the impression of manipulation as a consequence of perceptions that neuromarketing involves changing the behaviour of consumers against their will. Provided that the above mentioned issues could be resolved, neuromarketing service would appear to have a future market in Finland. Researchers, foreign neuromarketing experts, representatives of Finnish companies and Finnish consumers alike seem to have faith in the future of neuromarketing....
Hiljaisen tiedon siirtäminen kuntaorganisaatioissa Case: Karkkila, Lohja ja Vihti
(Laurea-ammattikorkeakoulu, 2012)
Tämän opinnäytetyön tarkoituksena oli tutkia kuntaorganisaatioiden toimistotyöntekijöiden näkemyksiä hiljaisesta tiedosta, siihen liittyvistä siirtämisen keinoista sekä haasteista. Hiljaisesta tiedosta ja sen merkityksestä käydään paljon...
Transfer of tacit knowledge in municipal organizations Case: Karkkila, Lohja and Vihti The purpose of this thesis was to examine how the office workers in municipal organizations understand the tacit knowledge as well as methods and challenges in its transfer. Tacit knowledge and its meaning are widely discussed. The purpose of this thesis was to found out how tacit knowledge is taken into account in municipal organizations in cities of Karkkila, Lohja and Vihti. The theoretical framework of the thesis was based on the municipal organization, tacit knowledge and the methods of transferring knowledge. The research method was based on theme interviews and the narrative text analysis. The theme interviews were made in groups. Two interviews were made in Vihti, one in Karkkila and one in Lohja. Nineteen office workers participated in the interviews: three in Karkkila, nine in Lohja and seven in Vihti. To improve the validity of the results the interviewees were also asked to answer the questions also in writing. The purpose of the narrative analysis was to create a story from the subjects mentioned in the interviews. The results showed that there are some common factors which are perceived as significant for the transfer of tacit knowledge. The results showed some requirements which helps to save the tacit knowledge in the organization. These requirements would also enable the office workers to detach themselves from the organization. The results presented the following five requirements for transfer of the tacit knowledge: long-term arrangements for substitutes, preparations, knowledge may not stop actions, welfare at work and paying attention to matters which are relevant to the work. In conclusion, it can be said that directors and managers as well as organizational culture have a significant effect on transferring the tacit knowledge in municipal organizations. In the future the organizations should pay more attention to tacit knowledge and take direct tangible measures for transferring it. Suggested topics for further research include the transfer of relevant information associated with the tacit knowledge when changes happen in the organization. In further research, the tacit knowledge could be examined through another office worker in the same organization. It was difficult for the office workers to notice their own tacit knowledge but a co-worker could see things differently and bring up matters which did not come up in this research....
Transfer of tacit knowledge in municipal organizations Case: Karkkila, Lohja and Vihti The purpose of this thesis was to examine how the office workers in municipal organizations understand the tacit knowledge as well as methods and challenges in its transfer. Tacit knowledge and its meaning are widely discussed. The purpose of this thesis was to found out how tacit knowledge is taken into account in municipal organizations in cities of Karkkila, Lohja and Vihti. The theoretical framework of the thesis was based on the municipal organization, tacit knowledge and the methods of transferring knowledge. The research method was based on theme interviews and the narrative text analysis. The theme interviews were made in groups. Two interviews were made in Vihti, one in Karkkila and one in Lohja. Nineteen office workers participated in the interviews: three in Karkkila, nine in Lohja and seven in Vihti. To improve the validity of the results the interviewees were also asked to answer the questions also in writing. The purpose of the narrative analysis was to create a story from the subjects mentioned in the interviews. The results showed that there are some common factors which are perceived as significant for the transfer of tacit knowledge. The results showed some requirements which helps to save the tacit knowledge in the organization. These requirements would also enable the office workers to detach themselves from the organization. The results presented the following five requirements for transfer of the tacit knowledge: long-term arrangements for substitutes, preparations, knowledge may not stop actions, welfare at work and paying attention to matters which are relevant to the work. In conclusion, it can be said that directors and managers as well as organizational culture have a significant effect on transferring the tacit knowledge in municipal organizations. In the future the organizations should pay more attention to tacit knowledge and take direct tangible measures for transferring it. Suggested topics for further research include the transfer of relevant information associated with the tacit knowledge when changes happen in the organization. In further research, the tacit knowledge could be examined through another office worker in the same organization. It was difficult for the office workers to notice their own tacit knowledge but a co-worker could see things differently and bring up matters which did not come up in this research....
Teknisen tuen palvelun kehittäminen
(Laurea-ammattikorkeakoulu, 2012)
toimintaympäristössä. Samanaikaisesti teollisuuden valmistusmenetelmät ja tehokkuus ovat enää harvoin uniikkeja tekijöitä, joiden kautta yritys löytää merkittävää kilpailuetua. Hyvä palvelu on tekijä, josta asiakas on valmis maksamaan ja toisaalta keino erottua...
indicates there is a demand for establishing new channels to manage and deliver the information. Thus the company’s extranet pages could be improved to satisfy the needs mentioned in the results of the thesis. More innovative Service Design methods could...
indicates there is a demand for establishing new channels to manage and deliver the information. Thus the company’s extranet pages could be improved to satisfy the needs mentioned in the results of the thesis. More innovative Service Design methods could...









