Haku
Viitteet 4381-4390 / 5020
Työnohjauksen vaikutus työhyvinvointiin - Case Länsi-Uudenmaan hätäkeskus
(Laurea-ammattikorkeakoulu, 2011)
Tämän opinnäytetyön tarkoituksena on kuvata Länsi-Uudenmaan hätäkeskuksen työhyvinvoinnin kehittymistä työnohjauksen myötä. Työnohjaus on yksi työnantajan tarjoamista keinoista, jonka avulla henkilöstö voi kokea saavansa ...
Sähköposti mielikuvamarkkinoinnin välineenä B to B -markkinoinnissa
(Laurea-ammattikorkeakoulu, 2011)
Markkinointiviestintä on viime vuosina muuttunut digitaalisten markkinointikanavien yleistyttyä. Yritysten on niin kuluttaja- kuin yritysten välisessä markkinoinnissakin ollut omaksuttava uusia markkinointiviestinnän välineitä. Sähköpostimarkkinoinnista on tullut vakiintunut osa yritysten markkinointiviestintää. Opinnäytetyön toimeksiantaja on EFG Toimistokalusteet Oy. Yritys aloitti sähköpostimarkkinoinnin asiakasrekisterissä sijaitseville kontakteille. Tämän tutkimuksen tarkoituksena oli selvittää, millainen merkitys mielikuvien muodostumisella on sähköpostimarkkinoinnissa.
Opinnäytetyön teoreettisessa viitekehyksessä käsiteltiin viestinnän rakennetta ja digitaalista markkinointiviestintää. Viestinnän tavoitteita käsiteltiin yritysten välisen eli B to B -markkinoinnin näkökulmasta. Tutkimusmenetelmäksi valittiin kvalitatiivinen tutkimus. Tutkimus toteutettiin haastattelemalla EFG Toimistokalusteet Oy:n myynnin ja markkinoinnin henkilöstöä. Tavoitteena oli selvittää, millaisia mielikuvia sähköpostimarkkinointiin kohdistetuista tavoitteista ja mahdollisuuksista on. Johtopäätöksenä haastatteluiden perusteella selvitettiin, millaisena mahdollisuutena mielikuvamarkkinointi voi olla, kun viestintäkanavana käytetään sähköpostimarkkinointia.
Keskeisenä johtopäätöksenä haastattelujen perusteella todettiin, että toimiminen B to B –markkinoilla tuntuu rajaavan mahdollisuuksia käyttää mielikuvallisuutta markkinoinnissa. Tämän tutkimuksen perusteella mielikuvien luominen sähköpostin avulla on kuitenkin mahdollista visuaalisuutta ja kuvia tehokeinoina käyttäen. Haastatteluista nousi myös johtopäätös, että yrityskuvaa on mahdollista muuttaa sähköpostimarkkinoinnin avulla viestimällä yrityksen tuotteiden nykyaikaisuudesta.
Opinnäytetyössä on esitetty, että integroimalla sähköpostimarkkinointi muuhun sähköiseen markkinointiviestintään, voidaan siitä saada tehokkaampaa. Kehitysehdotuksena ja jatkotut-kimuksen aiheena on ehdotettu sähköpostimarkkinoinnin integroimista sosiaalisen median verkostoihin. Facebookin yritysprofiilin luomisen ohella on ehdotettu B to B –yritysblogin perustamista....
and in business-to-business marketing, have had to adopt the new means of marketing communications. E-mail marketing has become an established part of companies’ marketing communications. This thesis was commissioned by EFG Toimistokalusteet Oy. EFG...
and in business-to-business marketing, have had to adopt the new means of marketing communications. E-mail marketing has become an established part of companies’ marketing communications. This thesis was commissioned by EFG Toimistokalusteet Oy. EFG...
Hankintalainsäädännön uudistus 1.6.2010 ja sen vaikutukset hankintayksiköiden toimintaan
(Laurea-ammattikorkeakoulu, 2011)
Opinnäytetyö käsittelee hankintalainsäädännön uudistamista vuonna 2010 ja sen keskeisiä vaikutuksia hankintayksikön näkökulmasta katsottuna. Hankintalainsäädännön uudistukset viime vuosikymmenen aikana ovat liittyneet pääosin kansallisen...
Reform of the pubtie procurement act 1.6.2010 and its implications to operation of the contracting entity The thesis deals with the reform of the public procurement act in year 2010 and its central implications from the contracting entity point of view. Reforms of the public procurement act in last ten years are affiliated mainly to coordination of national legislation and EU-directives. The purpose of the study is what kind of changes reform of the procurement act brings to the contracting entity different kind of commitments and form of sanctions that the market court can be ordered to the contracting entity. The research was carried out as document study with different kind of literature books and also literature material that be part of the reform of the public procurement act from the market court, ministry of employment and the economy and ministry of justice lean on oneself on government proposition from public procurement act and its reform. The thesis has been binomial in that way that author of this thesis have present education occasion to the contracting entity in 26.5.2010. In the theory section author examine the background reform of the public procurement act and its causations to operation of the contracting entity. The thesis however take little pit a stance on to the reform of the public procurement act from the market court point of view. The conclusion of the research is that especially small contracting entity has difficulty to assimilate all commitment that reform of the public procurement act 1.6.2010 put to them. Furthermore aspiration to save administrative expenses in the contracting entity and the market court that is mention in government proposition of the reform the public procurement act is not actualize as wanted because public procurement cases are now more complicated to handle in the market court because of the reform of the public procurement act....
Reform of the pubtie procurement act 1.6.2010 and its implications to operation of the contracting entity The thesis deals with the reform of the public procurement act in year 2010 and its central implications from the contracting entity point of view. Reforms of the public procurement act in last ten years are affiliated mainly to coordination of national legislation and EU-directives. The purpose of the study is what kind of changes reform of the procurement act brings to the contracting entity different kind of commitments and form of sanctions that the market court can be ordered to the contracting entity. The research was carried out as document study with different kind of literature books and also literature material that be part of the reform of the public procurement act from the market court, ministry of employment and the economy and ministry of justice lean on oneself on government proposition from public procurement act and its reform. The thesis has been binomial in that way that author of this thesis have present education occasion to the contracting entity in 26.5.2010. In the theory section author examine the background reform of the public procurement act and its causations to operation of the contracting entity. The thesis however take little pit a stance on to the reform of the public procurement act from the market court point of view. The conclusion of the research is that especially small contracting entity has difficulty to assimilate all commitment that reform of the public procurement act 1.6.2010 put to them. Furthermore aspiration to save administrative expenses in the contracting entity and the market court that is mention in government proposition of the reform the public procurement act is not actualize as wanted because public procurement cases are now more complicated to handle in the market court because of the reform of the public procurement act....
Laskutusprosessien kehittäminen - Case SOK Palveluässä
(Laurea-ammattikorkeakoulu, 2011)
Tämä opinnäytetyö käsittelee Case-yrityksenä toimivan SOK Palveluässän hoitaman Inex Partnersin käyttötavara eli Kt-laskutusprosessia. Työn tavoitteena on kartoittaa laskutusprosessin nykytila ja pyrkiä löytämään teemahaastatteluiden kautta...
This thesis concentrates on the invoicing process of articles of daily use in the case company SOK Palveluässä. The purpose of the work is to survey the current state of the process and to determine solutions to possible problems in the process. The objective was to determine how to speed up and develop the process, and at the same time reduce the number of errors and faulty invoices. The main target of the development process was the working habits and procedures of the people working in invoicing and acquisition. As a part of the research an enquiry was also conducted into the opinions of the employees regarding consolidated invoices and the possibilities of increasing the number of consolidated invoices. The atmosphere and attitude towards new development ideas within the company was also surveyed among the employees. The theoretical chapter of the thesis is divided into two main sections. The first section focuses on business processes and financial management, and the second section focuses on processes and process development in general, and change management. This section elaborates the process development models and how to manage change in an organization. The empirical research data was acquired using qualitative research methods, including surveys and interviews aimed at employees working with the invoicing process in the invoicing and buying departments. Themes in the interviews related to the invoicing process, the current state of the invoicing process, the most critical problems and challenges and suggestions for areas of development. The results of the interviews indicated that by improving its current procedures, the company could increase efficiency in its invoicing processes. To do this the organization could, for example, use and capitalize on scanning more effectively in the billing process; keep its IT-system databases updated; and improve cross- functional communication between the billing and buying department. In addition, committed change management is needed to implement current suggestions in practice....
This thesis concentrates on the invoicing process of articles of daily use in the case company SOK Palveluässä. The purpose of the work is to survey the current state of the process and to determine solutions to possible problems in the process. The objective was to determine how to speed up and develop the process, and at the same time reduce the number of errors and faulty invoices. The main target of the development process was the working habits and procedures of the people working in invoicing and acquisition. As a part of the research an enquiry was also conducted into the opinions of the employees regarding consolidated invoices and the possibilities of increasing the number of consolidated invoices. The atmosphere and attitude towards new development ideas within the company was also surveyed among the employees. The theoretical chapter of the thesis is divided into two main sections. The first section focuses on business processes and financial management, and the second section focuses on processes and process development in general, and change management. This section elaborates the process development models and how to manage change in an organization. The empirical research data was acquired using qualitative research methods, including surveys and interviews aimed at employees working with the invoicing process in the invoicing and buying departments. Themes in the interviews related to the invoicing process, the current state of the invoicing process, the most critical problems and challenges and suggestions for areas of development. The results of the interviews indicated that by improving its current procedures, the company could increase efficiency in its invoicing processes. To do this the organization could, for example, use and capitalize on scanning more effectively in the billing process; keep its IT-system databases updated; and improve cross- functional communication between the billing and buying department. In addition, committed change management is needed to implement current suggestions in practice....
Asiakastyytyväisyys Pentik Oy Sellon ja Iso Omenan myymälöissä
(Laurea-ammattikorkeakoulu, 2011)
Opinnäytetyömme tavoitteena oli tutkia Pentik Oy Sellon ja Iso Omenan myymälöiden asiakkaiden tyytyväisyyttä saamaansa palveluun sekä myymälöiden kokonaismielikuvaan. Tavoitteena oli myös laatia kehitysehdotuksia, joissa huomioitaisiin toteuttamamme...
Customer Satisfaction at the Pentik Ltd stores in Sello and Iso Omena The objective of this thesis was to study customer satisfaction in the customer service of the Pentik Ltd stores in Sello and Iso Omena shopping centres. The objective was also to compile development proposals, in which the results of the survey were considered. One of the most important aims of the thesis was to provide the employer Pentik Ltd with as much added value as possible in its monitoring of customer satisfaction. In the theoretical section of the study the terms customer, customer satisfaction, customer loyalty and different dimensions of services and products were closely analysed. The research method used was quantitative and the questionnaire contained a mixture of multiple choice questions and open questions. The survey was conducted at the Sello store between 14 February and 6 April 2011 and at the Iso Omena store between 14 February and 14 March 2011. The respondents were drawn from the clientele of the Pentik Ltd stores in the Sello and Iso Omena shopping centres, and the sample of the study was executed with discretionary method. 96 usable answers were collected from the Sello store and 99 from the Iso Omena store. The results of the study indicated that the customers in both Sello and Iso Omena stores were relatively satisfied with the service provided. The sex distribution of the respondents indicated that the clientele consists mostly of women in both stores as expected. As for the age distribution, the clients’ average age is between 26 and 60 years. One of the abnormal factors regarding customer satisfaction was for kindness of the staff, where the Iso Omena store clearly received a better average value than Sello. There were only a small number of unsatisfied responses in the results but these are exactly the points which Pentik Ltd needs to focus on and develop further. In accordance with the results of the study the most valuable development proposals were compiled. These include for example mystery shopping, comprehensive induction training for new staff, training of superiors and the continuous collection of customer feedback. As a conclusion it can be said that customer satisfaction in both stores was at a good or excellent level. However, Pentik Ltd must pay attention to details and consider the customers’ needs even more carefully to achieve a better level of customer satisfaction....
Customer Satisfaction at the Pentik Ltd stores in Sello and Iso Omena The objective of this thesis was to study customer satisfaction in the customer service of the Pentik Ltd stores in Sello and Iso Omena shopping centres. The objective was also to compile development proposals, in which the results of the survey were considered. One of the most important aims of the thesis was to provide the employer Pentik Ltd with as much added value as possible in its monitoring of customer satisfaction. In the theoretical section of the study the terms customer, customer satisfaction, customer loyalty and different dimensions of services and products were closely analysed. The research method used was quantitative and the questionnaire contained a mixture of multiple choice questions and open questions. The survey was conducted at the Sello store between 14 February and 6 April 2011 and at the Iso Omena store between 14 February and 14 March 2011. The respondents were drawn from the clientele of the Pentik Ltd stores in the Sello and Iso Omena shopping centres, and the sample of the study was executed with discretionary method. 96 usable answers were collected from the Sello store and 99 from the Iso Omena store. The results of the study indicated that the customers in both Sello and Iso Omena stores were relatively satisfied with the service provided. The sex distribution of the respondents indicated that the clientele consists mostly of women in both stores as expected. As for the age distribution, the clients’ average age is between 26 and 60 years. One of the abnormal factors regarding customer satisfaction was for kindness of the staff, where the Iso Omena store clearly received a better average value than Sello. There were only a small number of unsatisfied responses in the results but these are exactly the points which Pentik Ltd needs to focus on and develop further. In accordance with the results of the study the most valuable development proposals were compiled. These include for example mystery shopping, comprehensive induction training for new staff, training of superiors and the continuous collection of customer feedback. As a conclusion it can be said that customer satisfaction in both stores was at a good or excellent level. However, Pentik Ltd must pay attention to details and consider the customers’ needs even more carefully to achieve a better level of customer satisfaction....
Tilitoimiston tietojärjestelmät
(Laurea-ammattikorkeakoulu, 2011)
Tämä opinnäytetyö perustuu Taloushallintoliiton toimeksiantoon vuodelta 2009 ja tässä käytetään hyödyksi silloin kerättyä aineistoa. Työn tarkoituksena oli selvittää, miten tilitoimistot vastaavat asiakaskunnasta nouseviin haasteisiin...
Information systems in an accounting company This thesis was commissioned by Taloushallintoliitto ry, using material which was collected in 2009. The purpose of this thesis was to clarify how the information processing systems of accounting firms meet challenges from the clientele. The computerization of financial management services has brought about widespread changes in the operations of accounting companies. Many companies in the sector have at least partly changed their operations into an electronic form. However, much of the operation still takes place following the traditional model of archiving and handling of materials in paper form in many companies. The theoretical section of the thesis provides an overview of electronic financial management, information processing systems and information security issues in this area. The section dealing with electronic financial management concentrates on the subject of electronic filing and billing. The section also deals with ERP systems and software rental. At the end of the theory section there are two new studies of Taloushallintoliitto ry. In the research section of the thesis the collected research material from 2009 was analysed for the information processing systems, filing, back-up copying and information security. There are also results of theme interviews that have been done for this thesis. According to the results of the study the accounting firms are moving to an electronic way of operating in the near future. The customers of accounting firms have a crucial influence on the schedule of this transition. Accounting firms mostly still operate according to traditional models. Digital archiving is mainly used for the filing of personal ledgers but other material is filed usually as paper vouchers. The accounting companies have often outsourced security questions which are related to the systems. Network invoicing is a part of the digital financial management. The study made by Taloushallintoliitto ry shows that the accounting companies are interested in introducing network invoicing. Some accounting companies are already utilising network invoicing. Before using it with customers tests are made to ensure bigger problems will be avoided. The theme interviews that were made for this thesis supported the results of the study made by Taloushallintoliitto ry....
Information systems in an accounting company This thesis was commissioned by Taloushallintoliitto ry, using material which was collected in 2009. The purpose of this thesis was to clarify how the information processing systems of accounting firms meet challenges from the clientele. The computerization of financial management services has brought about widespread changes in the operations of accounting companies. Many companies in the sector have at least partly changed their operations into an electronic form. However, much of the operation still takes place following the traditional model of archiving and handling of materials in paper form in many companies. The theoretical section of the thesis provides an overview of electronic financial management, information processing systems and information security issues in this area. The section dealing with electronic financial management concentrates on the subject of electronic filing and billing. The section also deals with ERP systems and software rental. At the end of the theory section there are two new studies of Taloushallintoliitto ry. In the research section of the thesis the collected research material from 2009 was analysed for the information processing systems, filing, back-up copying and information security. There are also results of theme interviews that have been done for this thesis. According to the results of the study the accounting firms are moving to an electronic way of operating in the near future. The customers of accounting firms have a crucial influence on the schedule of this transition. Accounting firms mostly still operate according to traditional models. Digital archiving is mainly used for the filing of personal ledgers but other material is filed usually as paper vouchers. The accounting companies have often outsourced security questions which are related to the systems. Network invoicing is a part of the digital financial management. The study made by Taloushallintoliitto ry shows that the accounting companies are interested in introducing network invoicing. Some accounting companies are already utilising network invoicing. Before using it with customers tests are made to ensure bigger problems will be avoided. The theme interviews that were made for this thesis supported the results of the study made by Taloushallintoliitto ry....
Yritysoston onnistumiseen vaikuttavat tekijät
(Laurea-ammattikorkeakoulu, 2011)
Opinnäytetyön tarkoituksena oli tutkia yritysostoja ostajan näkökulmasta ja selvittää, mitkä tekijät vaikuttavat yritysoston onnistumiseen. Onnistumiseen vaikuttavia tekijöitä käsiteltiin teoreettisesta viitekehyksestä esille nousseiden ennakko...
Factors Affecting Acquisitions’ Success The purpose of this Bachelor’s thesis was to explore company acquisitions from the buyer’s point of view and to find out the key factors that matter to success. The matter was dealt from standpoints which transpired from the theoretical context. Furthermore, other factors which affect to the acquisition’s success were explored. The standpoints from the theoretical context were strategic and financial synergies, valuating, change management and corporate culture. The study was made by qualitative research method and the study material was gathered with half-structured theme interviews. Participating in the interviews was a total of three representatives from small and medium-sized companies and two from listed companies which have done acquisitions. Furthermore, one representative from expert company of ac-quisitions was interviewed. The material which was gathered from the interviews was ana-lyzed by searching similarities and differences for research the factors that affect to the suc-cess of acquisition. The findings of the study indicate that the standpoints about the factors that affect the suc-cess of acquisitions were right because the meaning of them was quite relevant. To the com-panies, acquisition is a challenging makeover for which companies can prepare themselves by planning and doing sufficient research. Strategic and business synergies are more important to the success of the acquisition instead of financial synergies. Other things that affect to the acquisitions’ success were business executives’ commitment to the process, know-how from experience and thorough planning and actualization of the integration....
Factors Affecting Acquisitions’ Success The purpose of this Bachelor’s thesis was to explore company acquisitions from the buyer’s point of view and to find out the key factors that matter to success. The matter was dealt from standpoints which transpired from the theoretical context. Furthermore, other factors which affect to the acquisition’s success were explored. The standpoints from the theoretical context were strategic and financial synergies, valuating, change management and corporate culture. The study was made by qualitative research method and the study material was gathered with half-structured theme interviews. Participating in the interviews was a total of three representatives from small and medium-sized companies and two from listed companies which have done acquisitions. Furthermore, one representative from expert company of ac-quisitions was interviewed. The material which was gathered from the interviews was ana-lyzed by searching similarities and differences for research the factors that affect to the suc-cess of acquisition. The findings of the study indicate that the standpoints about the factors that affect the suc-cess of acquisitions were right because the meaning of them was quite relevant. To the com-panies, acquisition is a challenging makeover for which companies can prepare themselves by planning and doing sufficient research. Strategic and business synergies are more important to the success of the acquisition instead of financial synergies. Other things that affect to the acquisitions’ success were business executives’ commitment to the process, know-how from experience and thorough planning and actualization of the integration....
Koulukohtainen budjetointi : Case: Espoon kaupunki
(Laurea-ammattikorkeakoulu, 2011)
käsitellään aluksi kuntaa yleisellä tasolla ja kuntalähtöistä talousjohtamista. Teoriaosassa vertaillaan myös kunnan talousjohtamista yrityksen talousjohtamiseen. Lisäksi teoriaosiossa käydään läpi Espoon kaupunki ja Espoon koulukohtainen budjetointimenetelmä...
The objective of this thesis is to acquire an understanding of how the new budgeting method in schools functions in the city of Espoo, and to gather information about the opinions of principals on this subject. The thesis comprises a theoretical section and a case study section. In the theoretical section the management of finances by municipalities is first described in general terms. This is then compared to the financial management of a company. The theoretical section also examines the budgeting method used in schools in the city of Espoo. The empirical section of the thesis presents the results of interviews with three principals about the budgeting in Espoo’s schools. All three principals are from different levels. The method used in each of these interviews is the semi-structured interview, meaning that all the interviewees are asked the same questions, but with a possibility for some digression in the conversation. The interview was the most natural method to conduct this research as the purpose of the research was to obtain information about how principals feel about the new budgeting method. The research supports the view that the new budgeting method in Espoo’s schools is seen in a positive way by the principals interviewed, as it provides flexibility for principals planning how the school budget will be formed. The introduction of the budgeting method has been difficult in some respect, but there is a belief that this will ultimately be a positive development. The importance of the role of the school secretaries was also raised in the interviews, as the school secretary works closely with the principal when the budget is being planned and also on everyday matters concerning the school’s finance....
The objective of this thesis is to acquire an understanding of how the new budgeting method in schools functions in the city of Espoo, and to gather information about the opinions of principals on this subject. The thesis comprises a theoretical section and a case study section. In the theoretical section the management of finances by municipalities is first described in general terms. This is then compared to the financial management of a company. The theoretical section also examines the budgeting method used in schools in the city of Espoo. The empirical section of the thesis presents the results of interviews with three principals about the budgeting in Espoo’s schools. All three principals are from different levels. The method used in each of these interviews is the semi-structured interview, meaning that all the interviewees are asked the same questions, but with a possibility for some digression in the conversation. The interview was the most natural method to conduct this research as the purpose of the research was to obtain information about how principals feel about the new budgeting method. The research supports the view that the new budgeting method in Espoo’s schools is seen in a positive way by the principals interviewed, as it provides flexibility for principals planning how the school budget will be formed. The introduction of the budgeting method has been difficult in some respect, but there is a belief that this will ultimately be a positive development. The importance of the role of the school secretaries was also raised in the interviews, as the school secretary works closely with the principal when the budget is being planned and also on everyday matters concerning the school’s finance....
Irtisanoutumissyiden kartoitus - Case vähittäiskaupan alalla toimiva Yritys Y
(Laurea-ammattikorkeakoulu, 2011)
Organisaatioiden kilpailukyky riippuu niiden kyvystä sitouttaa henkilöstö strategiansa toteuttajaksi. Suomea uhkaa lähivuosina työvoimapula, jonka seurauksena kilpailu hyvistä ammattitaitoisista työntekijöistä kiristyy. ...
Hiljainen tieto - Case: Nordean keskitetty yksikkö.
(Laurea-ammattikorkeakoulu, 2011)
Tämän raportin tarkoituksena oli määritellä hiljaisen tiedon esiintymistä Nordean keskitetyssä yksikössä, ja esittää ehdotuksia hiljaisen tiedon tehokkaalle eteenpäin siirtämiselle. Hiljaisen tiedon merkitys nousee tulevaisuudessa korkeammalle...
The purpose of this thesis was to establish the existence of tacit knowledge in a centralized department at Nordea Bank Ltd, and to give the department in question some suggestions regarding how this knowledge could be transferred to the next generation of employees. In the future the significance of tacit knowledge will grow ever greater, as the post-war generation begins retirement from work places all around Finland. In the worst case scenario much valuable know-how will be lost with these retiring employees. Tacit knowledge means non-verbal knowledge, which is accumulated over time through practical experiences in working life. The frame of reference of this thesis consists of four parts. The parts are the following: organizational learning, tacit knowledge, mentoring and Nordea account product services. The research was conducted as a qualitative case-study. The research methods used in this research were a series of themed interviews and participatory observations. Six employees of Nordea APS were interviewed during the spring of 2011. The interviews lasted roughly twenty minutes each. The student himself works as an employee at Nordea APS, and he has therefore accumulated a great deal of information regarding Nordea and its policies. As a conclusion it was observed that tacit knowledge does appear in Nordea APS in numerous ways. Some of this knowledge will inevitably stay tacit and not be transferred, but a significant part of it can be transferred as long as the atmosphere for learning is kept favorable. Several suggestions were made to enhance the transferring process. The key methods in transferring the knowledge include, for example, work circulation and the maintenance of a learning-oriented mentoring culture....
The purpose of this thesis was to establish the existence of tacit knowledge in a centralized department at Nordea Bank Ltd, and to give the department in question some suggestions regarding how this knowledge could be transferred to the next generation of employees. In the future the significance of tacit knowledge will grow ever greater, as the post-war generation begins retirement from work places all around Finland. In the worst case scenario much valuable know-how will be lost with these retiring employees. Tacit knowledge means non-verbal knowledge, which is accumulated over time through practical experiences in working life. The frame of reference of this thesis consists of four parts. The parts are the following: organizational learning, tacit knowledge, mentoring and Nordea account product services. The research was conducted as a qualitative case-study. The research methods used in this research were a series of themed interviews and participatory observations. Six employees of Nordea APS were interviewed during the spring of 2011. The interviews lasted roughly twenty minutes each. The student himself works as an employee at Nordea APS, and he has therefore accumulated a great deal of information regarding Nordea and its policies. As a conclusion it was observed that tacit knowledge does appear in Nordea APS in numerous ways. Some of this knowledge will inevitably stay tacit and not be transferred, but a significant part of it can be transferred as long as the atmosphere for learning is kept favorable. Several suggestions were made to enhance the transferring process. The key methods in transferring the knowledge include, for example, work circulation and the maintenance of a learning-oriented mentoring culture....









