Haku
Viitteet 4031-4040 / 5020
Säästötuotteiden myynnin kehittäminen puhelinpalvelussa – Case Toimeksiantajayritys
(Laurea-ammattikorkeakoulu, 2012)
Tämän opinnäytetyön päätavoite on kartoittaa toimeksiantajayrityksen puhelinpalvelun säästötuotteiden myynnin nykytila sekä laatia kehitysehdotus säästötuotteiden myynnin parantamiseksi. Opinnäytetyön johtopäätöksistä ja kehitysehdotuksista...
The main objective of this study is to clarify the current state of sales of savings products in the client company’s telephone service. The purpose is also to develop a proposal for improving the sales of savings products. From the conclusions of the thesis and the development proposals the client company will receive useful information on how to develop its staff and processes in order to achieve more sales of savings products. The empirical study was conducted as a qualitative survey of the employees and by listening to the customer contacts. The current state of the sales of savings products in the call center was determined by listening to customer contacts. The survey of the employees provided a good basis for developing the proposals. As the theoretical framework of the thesis, the concepts of customer service, sales, marketing, and savings were used. The theoretical section of the report examines the fundamental principles of marketing, the sales process, customer service, and qualitative research theory. The research showed that the current state of the sales of savings products among the telephone centers bank employees is at a reasonable level. The insurance advisors’ knowledge of the savings products and ability to sell them is at a poor level. The bank employees` sales skills should be developed and the insurance advisors should receive more education about savings products. The study revealed that the client company should also try to motivate its staff to accomplish better results in the sales of savings products and improve company`s phone and sales processes....
The main objective of this study is to clarify the current state of sales of savings products in the client company’s telephone service. The purpose is also to develop a proposal for improving the sales of savings products. From the conclusions of the thesis and the development proposals the client company will receive useful information on how to develop its staff and processes in order to achieve more sales of savings products. The empirical study was conducted as a qualitative survey of the employees and by listening to the customer contacts. The current state of the sales of savings products in the call center was determined by listening to customer contacts. The survey of the employees provided a good basis for developing the proposals. As the theoretical framework of the thesis, the concepts of customer service, sales, marketing, and savings were used. The theoretical section of the report examines the fundamental principles of marketing, the sales process, customer service, and qualitative research theory. The research showed that the current state of the sales of savings products among the telephone centers bank employees is at a reasonable level. The insurance advisors’ knowledge of the savings products and ability to sell them is at a poor level. The bank employees` sales skills should be developed and the insurance advisors should receive more education about savings products. The study revealed that the client company should also try to motivate its staff to accomplish better results in the sales of savings products and improve company`s phone and sales processes....
Asiakastyytyväisyys Suomen Polkupyörätukku Oy Olarin myymälässä
(Laurea-ammattikorkeakoulu, 2012)
Tämän opinnäytetyön aiheena on asiakastyytyväisyystutkimus Suomen Polkupyörätukku Oy:lle. Suomen Polkupyörätukku Oy toimii myös tutkimuksen toimeksiantajana. Opinnäytetyön tavoitteena oli selvittää asiakkaiden tyytyväisyys, ...
Asiakasnäkökulma palveluprosessin kehittämiseen Case: Kotikolmoset Oy
(Laurea-ammattikorkeakoulu, 2012)
Tämän opinnäytetyön tavoitteena oli kehittää asiakasnäkökulmasta avaimet käteen -remontteja tarjoavan Kotikolmoset Oy:n palveluprosessia ja toteuttaa asiakastyytyväisyystutkimus. Asiakastyytyväisyystutkimuksen avulla selvitettiin asiakkaiden...
Customer perspective on development of service process Case: Kotikolmoset Ltd. The purpose of this thesis was to develop Kotikolmonen Ltd service process from the customer’s viewpoint and to execute a customer satisfaction survey. The customer satisfaction survey clarified the customers’ and the company’s different viewpoints about the customer service path. By describing the customer service path and the service process, the Kotikolmonen Ltd:s operations were analyzed. The analysis was based on the theory of service design. The theoretical frame of reference includes service process, service design, customer satisfaction and customer satisfaction management. The absence of the customers’ opinions was the key problem. This problem leads to the main question: what are the main quality components of the Kotikolmonen Ltd. customer service path? This research was performed for the first time in the history of the company and it was carried out as a quantitative research. The customer satisfaction survey was sent to all their customers. The received feedback was analyzed with the help of SPSS Inc. software. Three hundred and seventy eight forms were sent to the customers and 150 forms were returned. The return rate was 40 per cent. According to the survey results, customer satisfaction was very high. Eighty nine per cent of the customers were satisfied with the company. Eighty six per cent of them could recommend the company to their friends or acquaintances. The workers’ professional and customer service skills were considered high. According to the customers, there were some problems in the company’s after service, the limited variety of products and in the internal communication. In conclusion, the research shows that the internal flow of information and after service can be improved. By improving these factors, the number of satisfied customers will increase. It is also important for customers to recommend the Kotikolmonen Lts. services, in order to create continuity and growth of the company. As a topic of further study, Kotikolmonen Ltd. could research the influence of employee sales and customer service training on different stages of the service process....
Customer perspective on development of service process Case: Kotikolmoset Ltd. The purpose of this thesis was to develop Kotikolmonen Ltd service process from the customer’s viewpoint and to execute a customer satisfaction survey. The customer satisfaction survey clarified the customers’ and the company’s different viewpoints about the customer service path. By describing the customer service path and the service process, the Kotikolmonen Ltd:s operations were analyzed. The analysis was based on the theory of service design. The theoretical frame of reference includes service process, service design, customer satisfaction and customer satisfaction management. The absence of the customers’ opinions was the key problem. This problem leads to the main question: what are the main quality components of the Kotikolmonen Ltd. customer service path? This research was performed for the first time in the history of the company and it was carried out as a quantitative research. The customer satisfaction survey was sent to all their customers. The received feedback was analyzed with the help of SPSS Inc. software. Three hundred and seventy eight forms were sent to the customers and 150 forms were returned. The return rate was 40 per cent. According to the survey results, customer satisfaction was very high. Eighty nine per cent of the customers were satisfied with the company. Eighty six per cent of them could recommend the company to their friends or acquaintances. The workers’ professional and customer service skills were considered high. According to the customers, there were some problems in the company’s after service, the limited variety of products and in the internal communication. In conclusion, the research shows that the internal flow of information and after service can be improved. By improving these factors, the number of satisfied customers will increase. It is also important for customers to recommend the Kotikolmonen Lts. services, in order to create continuity and growth of the company. As a topic of further study, Kotikolmonen Ltd. could research the influence of employee sales and customer service training on different stages of the service process....
Hyvejohtajuus
(Laurea-ammattikorkeakoulu, 2012)
Tässä opinnäytetyössä käsitellään hyvejohtajuutta, joka on johtajuuskouluttaja Alexandre Havardin kehittämä hyveoppiin pohjautuva johtajuusmalli. Työssä käydään läpi sekä luonnolliset että yliluonnolliset hyveet hyve kerrallaan ja jotta...
Virtuous leadership This thesis deals with virtuous leadership which is a leadership model based on virtue knowledge. It has been developed by a leadership trainer Alexandre Havard. This thesis describes all the virtues, both natural and supernatural, one by one. To make the virtuous leadership concrete, the thesis presents virtue leaders from Finland and abroad. The virtuous leadership is also connected to the history of leadership by going through the history of leadership and it was compared to the opposite leadership model, authoritarian leadership. A survey was made for this thesis and the purpose of it was to find out if a virtuous leader is the same as a good leader. The survey was conducted in e-form and was sent to Laurea Kerava and Laurea Hyvinkää students. The survey was answered by 157 students. The survey was based on a variety of sources which deal with the characteristics of a good leader. The purpose of this thesis was to find out if virtuous leadership is a permanent and essential leading model. These subjects were studied by the help of written sources and the self-made research. The comprehensiveness and religiousness of the virtuous leadership was discussed in the final chapter. The position of the Finnish church was also discussed because it has an effect on the stability of the virtuous leadership. On the basis of these considerations it was concluded that vir-tuous leadership is necessary but in its perfect form it is not stabile....
Virtuous leadership This thesis deals with virtuous leadership which is a leadership model based on virtue knowledge. It has been developed by a leadership trainer Alexandre Havard. This thesis describes all the virtues, both natural and supernatural, one by one. To make the virtuous leadership concrete, the thesis presents virtue leaders from Finland and abroad. The virtuous leadership is also connected to the history of leadership by going through the history of leadership and it was compared to the opposite leadership model, authoritarian leadership. A survey was made for this thesis and the purpose of it was to find out if a virtuous leader is the same as a good leader. The survey was conducted in e-form and was sent to Laurea Kerava and Laurea Hyvinkää students. The survey was answered by 157 students. The survey was based on a variety of sources which deal with the characteristics of a good leader. The purpose of this thesis was to find out if virtuous leadership is a permanent and essential leading model. These subjects were studied by the help of written sources and the self-made research. The comprehensiveness and religiousness of the virtuous leadership was discussed in the final chapter. The position of the Finnish church was also discussed because it has an effect on the stability of the virtuous leadership. On the basis of these considerations it was concluded that vir-tuous leadership is necessary but in its perfect form it is not stabile....
Osaamiskeskustelun kehittäminen
(Laurea-ammattikorkeakoulu, 2012)
Osaamiskeskustelu on yksi osaamiskartoituksen menetelmä. Sen tarkoituksena on saada selville, millaista osaamista yrityksessä on ja mitkä osaamiset tuottavat kilpailuetua. Tässä opinnäytetyössä osaamiskeskustelulla tarkoitetaan ryhmässä pidettäviä...
Developing the Know-How Discussion The know-how discussion is one of the methods in the knowledge survey. The purpose of the know-how discussion is to find out what kind of know-how there is in the company and what types of knowledge produce the competitive advantage. In this thesis the know-how discussions are held in a group. The subject of this thesis was to clarify how to develop the know-how discussion. The purpose was to study how the know-how discussion used as a method has been experienced in the case company as a form of knowledge survey. The thesis begins with the theory section in which knowledge management and knowledge development will be first dealt with. After this the concentration is on the knowledge survey and finally also on the development discussion. The second section of the thesis is an empiristic section in which it is clarified how the know-how discussion has been experienced. The research method was a qualitative study. Both superiors and workers were chosen to the research from the case company. The research material was collected by theme interviews. The themes were informing about the know-how discussion, objectives and expectations, experiences and evaluations of the know-how discussion, development discussion, development of the know-how and know-how discussions in the future. The results of the research show that the know-how discussion was seen as a positive matter. This is in spite of the fact that not everybody experienced the situation of the know-how discussion itself in a positive way. By developing the know-how discussion and by establishing its state in the knowledge development, it can be used more effectively than before. The most central subjects for development are informing about the know-how discussion and also clarifying the matters which are related to the know-how discussion. The success of the future know-how discussions also depends much on the fact whether the superiors get enough support and help to run the know-how discussions....
Developing the Know-How Discussion The know-how discussion is one of the methods in the knowledge survey. The purpose of the know-how discussion is to find out what kind of know-how there is in the company and what types of knowledge produce the competitive advantage. In this thesis the know-how discussions are held in a group. The subject of this thesis was to clarify how to develop the know-how discussion. The purpose was to study how the know-how discussion used as a method has been experienced in the case company as a form of knowledge survey. The thesis begins with the theory section in which knowledge management and knowledge development will be first dealt with. After this the concentration is on the knowledge survey and finally also on the development discussion. The second section of the thesis is an empiristic section in which it is clarified how the know-how discussion has been experienced. The research method was a qualitative study. Both superiors and workers were chosen to the research from the case company. The research material was collected by theme interviews. The themes were informing about the know-how discussion, objectives and expectations, experiences and evaluations of the know-how discussion, development discussion, development of the know-how and know-how discussions in the future. The results of the research show that the know-how discussion was seen as a positive matter. This is in spite of the fact that not everybody experienced the situation of the know-how discussion itself in a positive way. By developing the know-how discussion and by establishing its state in the knowledge development, it can be used more effectively than before. The most central subjects for development are informing about the know-how discussion and also clarifying the matters which are related to the know-how discussion. The success of the future know-how discussions also depends much on the fact whether the superiors get enough support and help to run the know-how discussions....
Esihautomoiden vertailu : Kehitysehdotuksia InnoVillalle
(Laurea-ammattikorkeakoulu, 2012)
Opinnäytetyön aihe syntyi Hyvinkään Laurea-ammattikorkeakoulun esihautomon InnoVillan tarpeesta kartoittaa esihautomotoiminnan nykytilaa ja saada ehdotuksia oman toimintansa kehittämiseen. Ammattikorkeakoulujen tärkeä tehtävä on kannustaa...
Comparing pre-incubators : suggestions for developing InnoVilla The theme for this thesis was chosen after InnoVilla, the pre-incubator in Hyvinkää Laurea University of Applied Sciences, wanted to examine the current trends of pre-incubational processes and from that receive new ideas for developing their own processes. These days one of the key targets for universities is to encourage students towards entrepre-neurship and entrepreneurial thinking and as this view is increasing in importance in national educational goals, the significance of university-based pre-incubators can also be expected to grow. Therefore it is necessary that InnoVilla’s current activities are evaluated and new ways of operating and for achieving its goals are found. The aim of this thesis is to achieve a proper insight into what pre-incubators are like in Finland today, and to compare InnoVilla to other pre-incubators. This thesis discovers different ways of doing pre-incubation and finds new methods for InnoVilla to use. In the comparison we examine nine pre-incubators, including InnoVilla, and define their key aspects; then four of those are looked into more thoroughly using different methods. The theories of benchmarking are used as the backdrop for the comparison so that best practices can be found. For learning about pre-incubation, the theoretical background is based on the innovation development process and on what is required when becoming an entrepreneur. Entrepreneurship education and entrepreneurship in universities are also main themes, since the whole pre-incubation method has been developed to support these ideas. As a result of this study there are both actual suggestions for InnoVilla on how to improve its operations and also overall views on Finnish pre-incubators and university-based entrepreneurship in general....
Comparing pre-incubators : suggestions for developing InnoVilla The theme for this thesis was chosen after InnoVilla, the pre-incubator in Hyvinkää Laurea University of Applied Sciences, wanted to examine the current trends of pre-incubational processes and from that receive new ideas for developing their own processes. These days one of the key targets for universities is to encourage students towards entrepre-neurship and entrepreneurial thinking and as this view is increasing in importance in national educational goals, the significance of university-based pre-incubators can also be expected to grow. Therefore it is necessary that InnoVilla’s current activities are evaluated and new ways of operating and for achieving its goals are found. The aim of this thesis is to achieve a proper insight into what pre-incubators are like in Finland today, and to compare InnoVilla to other pre-incubators. This thesis discovers different ways of doing pre-incubation and finds new methods for InnoVilla to use. In the comparison we examine nine pre-incubators, including InnoVilla, and define their key aspects; then four of those are looked into more thoroughly using different methods. The theories of benchmarking are used as the backdrop for the comparison so that best practices can be found. For learning about pre-incubation, the theoretical background is based on the innovation development process and on what is required when becoming an entrepreneur. Entrepreneurship education and entrepreneurship in universities are also main themes, since the whole pre-incubation method has been developed to support these ideas. As a result of this study there are both actual suggestions for InnoVilla on how to improve its operations and also overall views on Finnish pre-incubators and university-based entrepreneurship in general....
Verkkokaupan perustaminen
(Laurea-ammattikorkeakoulu, 2012)
Tässä opinnäytetyössä tarkastellaan verkkokaupan perustamiseen ja sen toiminnan aloittamiseen liittyviä haasteita. Esimerkkiyritys on naisten liikepukeutumiseen ja luksuskäsilaukkujen vuokrapalveluun erikoistunut verkkokauppa.
Kuten minkä tahansa yrityksen, myös verkkokaupan perustamiseen liittyy monia erilaisia ongelmia ja haasteita. Opinnäytetyön päätavoitteena on johdattaa lukija yritystoiminnan perusteisiin ja käydä läpi onnistuneen liiketoiminnan menestystekijöitä. Lisäksi tavoitteena on antaa realistinen kuva verkkokaupan kohtaamista haasteista ja ehdottaa niihin erilaisia ratkaisumalleja. Markkinatutkimus on oleellinen osa verkkokaupan perustamista, brändäys, PR ja mainonta yhtälailla. Koska Pohjoismaiden markkinoilla ei tällä hetkellä ole luksuslaukkuja vuokralle tarjoavia verkkokauppoja, voi tähän niche-markkinaan keskittyminen olla erittäin kannattavaa.
Opinnäytetyön lopputuloksena on perustamista vaille valmis verkkokauppa....
difficulties and challenges so the assumption is that an e-commerce site will face just as many obstacles. The goal of this thesis is to provide basic guidelines for entrepreneurs to get started and succeed in this type of business. A secondary goal is to give...
difficulties and challenges so the assumption is that an e-commerce site will face just as many obstacles. The goal of this thesis is to provide basic guidelines for entrepreneurs to get started and succeed in this type of business. A secondary goal is to give...
Brändäys internetissä
(Laurea-ammattikorkeakoulu, 2012)
harjoitetaan ja mitä tuloksia sillä on saavutettu. Työhön kuuluu tutkimus, jonka avulla selvitetään internetbrändäykseen vaikuttavia taustatekijöitä kuten internetin käyttötottumuksia ja ihmisten toiveita ja mieltymyksiä internetissä harjoitettavaa viestintää...
Branding in internet The subject of this thesis is brand building in the Internet. Brand building in the Internet aims at building brand equity. This thesis will explain what branding in the Internet consists of, what its goals are, what the background factors that affect it are, how it is implemented and what results have been achieved. A study is made as a part of this thesis that will reveal some of the background factors, for example customer behavior in the Internet and customer’s attitudes towards customer related communication in the Internet. This study will also reveal what impacts brand building in the Internet has had regarding customer’s image of brands, and purchase decisions. The study was conducted by using a web form on a single page website. The sample was collected by guiding visitors to this website by using Google Adwords CPC-search engine marketing program. Thus the search engine used was Google. Collected sample size was 103 answers and from that sample the results were processed. The results of this study show that the Internet is an essential channel for brand building. The information from the Internet has a clear impact on customers’ images of brands and on customers’ purchase decisions. People actively seek information about products and services from the Internet and general information seeking is one of the main reasons to use Internet. The more active the people are the more impact the Internet has on their associations and purchase decisions. Active people also hope for a more active presence from companies regarding their visibility and participation in social media. It is essential for companies to be present in the Internet and to use it for brand building. The Internet provides a variety of tools for brand building and according to the results of this thesis study brand building in the Internet has been successful....
Branding in internet The subject of this thesis is brand building in the Internet. Brand building in the Internet aims at building brand equity. This thesis will explain what branding in the Internet consists of, what its goals are, what the background factors that affect it are, how it is implemented and what results have been achieved. A study is made as a part of this thesis that will reveal some of the background factors, for example customer behavior in the Internet and customer’s attitudes towards customer related communication in the Internet. This study will also reveal what impacts brand building in the Internet has had regarding customer’s image of brands, and purchase decisions. The study was conducted by using a web form on a single page website. The sample was collected by guiding visitors to this website by using Google Adwords CPC-search engine marketing program. Thus the search engine used was Google. Collected sample size was 103 answers and from that sample the results were processed. The results of this study show that the Internet is an essential channel for brand building. The information from the Internet has a clear impact on customers’ images of brands and on customers’ purchase decisions. People actively seek information about products and services from the Internet and general information seeking is one of the main reasons to use Internet. The more active the people are the more impact the Internet has on their associations and purchase decisions. Active people also hope for a more active presence from companies regarding their visibility and participation in social media. It is essential for companies to be present in the Internet and to use it for brand building. The Internet provides a variety of tools for brand building and according to the results of this thesis study brand building in the Internet has been successful....
Ostolaskujen tarkastuksen automatisointi projektitöissä
(Laurea-ammattikorkeakoulu, 2012)
Tämä opinnäytetyö käsittelee eri prosessivaiheita projektitöissä. Opinnäytetyö on tehty toi-meksiantona pääkaupunkiseudulla toimivalle talotekniikkayritykselle Amplit Oy:lle. Tutkimuksen tavoitteena on kuvata projektin eri prosessivaiheita ja tehdä...
Automatic Checking of Purchase Invoices in Project Works This bachelor’s thesis deals with the various process steps in a project work. This thesis was commissioned by Amplit Oy which operates in the metropolitan area. The aim of this study is to describe the project in different phases of the process and make development proposal for the inspection of the delivery notes and compare them to a purchase order. In addition, the meaning is to become familiar with the amount of work in the invoice control and with the checking quality of the delivered goods. This thesis is a qualitative case study, which was carried out as theme interviews. The interviews were conducted in March 2012 in the construction site and office of Amplit Oy. There were eight persons who were interviewed including technical director, financial manager, project managers, project engineer, project leader and head electrician. The theoretical section of this thesis explores the process control, purchase process and logistic process. Sources for the theoretical section of this study include professional literature, the Internet and company source materials. The empirical section of this thesis includes a qualitative part which deals with the process phases of the Amplit’s project. The development proposals were made by analyzing the process descriptions, and participatory observation. Based on the theme interviews, the company made a lot of incomplete purchase orders, in which case the staff has to make a lot of small additional orders. As a result the number of the purchase orders is large so that the checking and accepting take a long time. Due to these observations the company could try the weekly orders, when the purchases would be better planned. Another development proposal would be that the accountant could compare the delivery notes with purchase orders. In that way the company could immediately notice the differences between the ordered and delivered goods....
Automatic Checking of Purchase Invoices in Project Works This bachelor’s thesis deals with the various process steps in a project work. This thesis was commissioned by Amplit Oy which operates in the metropolitan area. The aim of this study is to describe the project in different phases of the process and make development proposal for the inspection of the delivery notes and compare them to a purchase order. In addition, the meaning is to become familiar with the amount of work in the invoice control and with the checking quality of the delivered goods. This thesis is a qualitative case study, which was carried out as theme interviews. The interviews were conducted in March 2012 in the construction site and office of Amplit Oy. There were eight persons who were interviewed including technical director, financial manager, project managers, project engineer, project leader and head electrician. The theoretical section of this thesis explores the process control, purchase process and logistic process. Sources for the theoretical section of this study include professional literature, the Internet and company source materials. The empirical section of this thesis includes a qualitative part which deals with the process phases of the Amplit’s project. The development proposals were made by analyzing the process descriptions, and participatory observation. Based on the theme interviews, the company made a lot of incomplete purchase orders, in which case the staff has to make a lot of small additional orders. As a result the number of the purchase orders is large so that the checking and accepting take a long time. Due to these observations the company could try the weekly orders, when the purchases would be better planned. Another development proposal would be that the accountant could compare the delivery notes with purchase orders. In that way the company could immediately notice the differences between the ordered and delivered goods....
Tuloskortin hyödynnettävyys julkisella sektorilla
(Laurea-ammattikorkeakoulu, 2012)
tuomaan esiin tasapainotetun mittariston käytön edut ja haitat toiminnanohjauksessa julkisella sektorilla, sekä sen pystytäänkö tasapainotetun mittariston avulla tuottamaan lisäarvoa asiakkaille ja toteuttamaan kohdeorganisaation uutta strategiaa, jonka...
Scorecard Recoverability on the Public Sector The purpose of this Bachelor’s is to examine the ERP (Enterprise Resource Planning) system used in the balanced scorecard (BSC) exploitable in the public sector operating in the target organization personnel point of view. The study aims to highlight the balanced scorecard’s advantages and disadvantages in the use of operations management in the public sector, as well as on it capability of the balanced scorecard to deliver value to customers and to implement the target organization's new strategy, which aims to become customer-oriented. The first theoretical section focuses on strategy as a concept and the Balanced Score-card. The section highlights the manager's role in implementing the strategy, and explains the challenges and what the leadership and managerial work can be in the future. A key part of the section is a balanced scorecard, which is also used in the target organization's enterprise resource planning tool. The second section deals with the Balanced Scorecard benefits, as well as the criticism of public organizations and support operations. This part also discusses the importance of generate added value and how it can be created for customers. The criticism is based on Tero J. Kauppinen`s investigations, operations management and the Balanced Scorecard to use. A Part of the study also presents a value-added business model, and the Vision Into Action, a leadership model created by Kauppinen. A balanced scorecard based on the use of theories has been used in order to bring out the examination of the target company's operations under the guidance used in the Balanced Scorecard functionality of the target organization's efforts towards a customer-focused activity. The research has been carried out as a descriptive quantitative study. The survey has been conducted with a questionnaire completed by an electronic e-form. Based on the results observed in the target organization's strategy and goals provided by it appears that strategy deployment in the target company has mainly succeeded. The examination of personal work to benefit the customer gave the most divergent opinions on. The responses indicate that a customer the opportunity to your day to day work, which was 55.6% somewhat agree and 44.4% somewhat disagree. When asked about measuring one’s work, none of the respondents felt that work where measured from customer perspective, but mostly in the economic and process perspective. Job evaluation is measured according of seven of the defendant by the number of solutions, and according to two of the defendant's requests to help lead times. None of the respondents felt that work was measured according by quality i.e. clarity of solutions. All respondents somewhat or completely agreed with the appropriateness of the work indicators. Using the scorecard may give too much emphasis on target company’s internal processes instead of controlling the expense. Measurement of a quality and the target organi-zation seems to be a barrier to dynamic value-creating activities....
Scorecard Recoverability on the Public Sector The purpose of this Bachelor’s is to examine the ERP (Enterprise Resource Planning) system used in the balanced scorecard (BSC) exploitable in the public sector operating in the target organization personnel point of view. The study aims to highlight the balanced scorecard’s advantages and disadvantages in the use of operations management in the public sector, as well as on it capability of the balanced scorecard to deliver value to customers and to implement the target organization's new strategy, which aims to become customer-oriented. The first theoretical section focuses on strategy as a concept and the Balanced Score-card. The section highlights the manager's role in implementing the strategy, and explains the challenges and what the leadership and managerial work can be in the future. A key part of the section is a balanced scorecard, which is also used in the target organization's enterprise resource planning tool. The second section deals with the Balanced Scorecard benefits, as well as the criticism of public organizations and support operations. This part also discusses the importance of generate added value and how it can be created for customers. The criticism is based on Tero J. Kauppinen`s investigations, operations management and the Balanced Scorecard to use. A Part of the study also presents a value-added business model, and the Vision Into Action, a leadership model created by Kauppinen. A balanced scorecard based on the use of theories has been used in order to bring out the examination of the target company's operations under the guidance used in the Balanced Scorecard functionality of the target organization's efforts towards a customer-focused activity. The research has been carried out as a descriptive quantitative study. The survey has been conducted with a questionnaire completed by an electronic e-form. Based on the results observed in the target organization's strategy and goals provided by it appears that strategy deployment in the target company has mainly succeeded. The examination of personal work to benefit the customer gave the most divergent opinions on. The responses indicate that a customer the opportunity to your day to day work, which was 55.6% somewhat agree and 44.4% somewhat disagree. When asked about measuring one’s work, none of the respondents felt that work where measured from customer perspective, but mostly in the economic and process perspective. Job evaluation is measured according of seven of the defendant by the number of solutions, and according to two of the defendant's requests to help lead times. None of the respondents felt that work was measured according by quality i.e. clarity of solutions. All respondents somewhat or completely agreed with the appropriateness of the work indicators. Using the scorecard may give too much emphasis on target company’s internal processes instead of controlling the expense. Measurement of a quality and the target organi-zation seems to be a barrier to dynamic value-creating activities....









