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Viitteet 4481-4490 / 5020
Itsearviointi julkisella sektorilla : CAF-mallin pilotointi Viestintäviraston yksikössä
(Laurea-ammattikorkeakoulu, 2011)
Opinnäytetyön tarkoituksena oli tutkia itsearvioinnin käyttämistä organisaation kehittämisen työkaluna julkisella sektorilla. Työssä tutkittiin valtion viraston yhden yksikön toimintoja CAF-itsearviointimallin avulla sekä arvioinnilla saavutettuja hyötyjä ja toiminnan kehittymistä. Työssä arvioidaan myös CAF-mallin soveltuvuutta koko viraston toimintojen arviointiin. Työ jakaantuu kolmeen eri osaan, jossa ensimmäinen osa käsittää katsauksen käytettyihin tutkimusmenetelmiin. Toisessa osassa käsitellään julkisen sektorin tilaa ja muutoksia sekä itsearvioinnin käyttöä julkisella sektorilla. Kolmannessa osassa on esitelty tutkimuksen kohde sekä tutkimuksen tulokset.
Itsearvioinnilla tarkoitetaan organisaation sisällä tehtävää oman toiminnan arviointia ja se perustuu tavallisesti yhteisen arviointikriteeristön käyttöön. Yrityksissä itsearviointia on käytetty jo kauan johdon apuvälineenä organisaation kehittämisessä ja nyt myös julkisella sektorilla toimintojen arviointi on tullut osaksi johtamista ja kehittämistä.
CAF (Common Assessment Framework) on EU-jäsenmaiden yhteistyönä kehitetty julkisen sektorin organisaatioiden laadunarviointimalli, jonka ensimmäinen pilottiversio ilmestyi toukokuussa 2000, ja uusin itsearviointimallin versio CAF 2006 julkistettiin Tampereella järjestetyssä Euroopan unionin neljännessä julkisen sektorin laatukonferenssissa.
Itsearviointikokeilu toteutettiin Viestintäviraston Kaupanpidon valvontayksikössä. Viestintävirasto on sähköisen viestinnän asiantuntijaviranomainen, jonka toiminnan ydin on viestintämarkkinoiden toimivuuden ja tehokkuuden turvaaminen sekä häiriöttömien ja turvallisten viestintäyhteyksien takaaminen. Arviointia tehtäessä Kaupanpidon valvontayksikkö kuului Viestintäviraston Radiohallinnon tulosalueeseen ja sen tehtäviä olivat radio- ja telepäätelaitteiden markkinavalvonta, suojauksen purkujärjestelmien markkinavalvonta sekä viestintämarkkinalaissa säädetyn hintakytkysäännöksen valvonta.
CAF-mallin avulla tehty itsearviointikokeilu Viestintäviraston Kaupanpidon valvontayksikössä toi esille monia kehittämiskohteita sekä arvioita siitä, miten arviointimalli sopii julkisen sektorin organisaation itsearviointiin. Näitä kokemuksia voitiin käyttää hyväksi koko Viestintäviraston toimintojen arvioinnissa.
Organisaation toiminnan kehittäminen voidaan suunnitella ja toteuttaa monella eri tavalla. Jokainen kehittämisprojekti on ainutlaatuinen, joten CAF-mallin soveltuvuutta arviointityökaluna tulee tarkastella huolella. Hyvin suoritettu itsearviointi tukee organisaation kehittämistarpeiden ja –valmiuksien kartoittamista järjestelmällisellä tavalla ja sopii hyvin ensimmäiseksi vaiheeksi kehitysohjelman käynnistämiseen ja kehitysprojektin etenemisen seuraamiseen sekä tulosten ja niiden pysyvyyden mittaamiseen....
and ensures that everyone in Finland has access to versatile, effective and secure communications. At the time of the experimental self-assessment the unit was operating under Division of Radio Frequencies managing the market surveillance of radio...
and ensures that everyone in Finland has access to versatile, effective and secure communications. At the time of the experimental self-assessment the unit was operating under Division of Radio Frequencies managing the market surveillance of radio...
Työhyvinvoinnin kartoitus : case: Vetelin kunnan henkilöstö
(Laurea-ammattikorkeakoulu, 2011)
Tämän opinnäytetyön tarkoituksena oli kartoittaa Vetelin kunnan työntekijöiden tämän hetkistä työhyvinvointia. Työhyvinvointikartoitus suoritettiin kvantitatiivisella kyselylomaketutkimuksella keväällä 2010. Tiedonkeruumenetelmänä ...
Vuonna 2008 alkaneen taantuman vaikutukset Hyvinkään asukkaiden maksuhäiriöihin
(Laurea-ammattikorkeakoulu, 2011)
Tutkimme opinnäytetyössämme vuonna 2008 alkaneen taantuman vaikutuksia Hyvinkään asukkaiden maksuhäiriöihin. Työmme teoreettisessa osiossa käymme läpi pankkien ja pienlainyhtiöiden luotonantoa kuluttajille, maksuhäiriömerkintöjä, velkojen...
The effects of downturn that began in year 2008 on Hyvinkää’s inhabitants defaults In our thesis we research the effects of the downturn that began in 2008 on Hyvinkää’s inhabitants defaults. In the theoretical part of our work we explore the credit allocation of banks and small credit companies, payment defaults, debt recovering on free basis and on legal basis and private people’s restructuring of debts. Since our thesis is a part of our studies in Judicial Expertise, we used legal references which are insolvency legislation and literature. In the research part of our thesis we examine with interviews and questionnaires the problems of payment and defaults of Hyvinkää’s inhabitants. We interviewed Hyvinkää town’s financial and debt counselors, East and Middle Uusimaa’s enforcement office’s bailiff and two different banks’ personnel who handle loans in Hyvinkää. Moreover we did e-mail questionnaires to a company that maintains consumer credit data and to a small credit company. As the review period we used the year 2006 when the general economic situation was normal, year 2008 when economic downturn dominated the market and the year 2010 when the general economic situation in Finland had normalized. Analyzing the results caused some difficulties but it appears to be so that private people’s ability to pay during downturn did weaken in Hyvinkää because for example loan arrears, consumer credit data entries, contacts to financial and debt counselors and execution applications did increase. The effects of downturn are partially delayed and our review period shows mostly the direct effects....
The effects of downturn that began in year 2008 on Hyvinkää’s inhabitants defaults In our thesis we research the effects of the downturn that began in 2008 on Hyvinkää’s inhabitants defaults. In the theoretical part of our work we explore the credit allocation of banks and small credit companies, payment defaults, debt recovering on free basis and on legal basis and private people’s restructuring of debts. Since our thesis is a part of our studies in Judicial Expertise, we used legal references which are insolvency legislation and literature. In the research part of our thesis we examine with interviews and questionnaires the problems of payment and defaults of Hyvinkää’s inhabitants. We interviewed Hyvinkää town’s financial and debt counselors, East and Middle Uusimaa’s enforcement office’s bailiff and two different banks’ personnel who handle loans in Hyvinkää. Moreover we did e-mail questionnaires to a company that maintains consumer credit data and to a small credit company. As the review period we used the year 2006 when the general economic situation was normal, year 2008 when economic downturn dominated the market and the year 2010 when the general economic situation in Finland had normalized. Analyzing the results caused some difficulties but it appears to be so that private people’s ability to pay during downturn did weaken in Hyvinkää because for example loan arrears, consumer credit data entries, contacts to financial and debt counselors and execution applications did increase. The effects of downturn are partially delayed and our review period shows mostly the direct effects....
Esimiestyön kehittämiskohteet : Case: Kohdepankki
(Laurea-ammattikorkeakoulu, 2011)
Opinnäytetyö tehtiin Länsi-Uudellamaalla toimivalle Kohdepankille. Tutkimuksen tarkoituksena oli kartoittaa Kohdepankin esimiestyön tämänhetkinen laatu ja toimivuus alaisten näkökulmasta. Tutkimuksen aihe on määräytynyt jatkotutkimusaiheesta, joka...
Developing the leadership Case: Target bank The thesis was carried out for the target bank based in the province of Länsi-Uusimaa in Finland. The purpose of this thesis was to investigate the current quality and functionality of the work of the superiors in the target bank from the perspective of the employees. The topic of this thesis was determined by the topic of a further research that was performed upon the target bank in 2008 and also presented in a Master’s thesis by university of applied sciences. The main focus of the thesis was to investigate the employees’ views on the work performance of their superiors at the target bank and the ways in which it could be improved in the future. The basis of this thesis is a pilot study from which the themes of the research interview were derived. The topics of the knowledge basis of this thesis were the work performance of the superiors, the quality of their work and an affluent working environment. The chosen research method was the qualitative research method. The material was gathered by a theme interview carried out through a focus group consisting of 17 employees of the target bank. The research results showed that from the employees’ point of view, the work of the superiors was seen inadequate and weak, in some parts. The research revealed that leadership skills such as clarifying the basic tasks, communication and interaction skills, motivation, organising and supporting of the work tasks, dealing with conflicts and evaluating the work tasks were considered the most important areas that needed improving amongst the superiors at the target bank. The most important ways to improve the work of the superiors were found to be communications and interaction such as giving and receiving feedback. According to the research the theory based on the theoretical framework of leadership, work of the superiors and a positive working environment can be applied to the work of the superiors within the banking industry. The theories used in the thesis are partly similar to the research participants’ reflections on good and functional leadership. The development proposal of this thesis will provide the target bank with information on how the superior work ought to be improved. The proposal will provide aid for the target bank with clarifying which fields should be focused on in order to improve the work of the superiors at the target bank. The most important subject suggested for a further research was to perform a quantitative research on studying the quality and functionality of the work of the subordinates of the target bank....
Developing the leadership Case: Target bank The thesis was carried out for the target bank based in the province of Länsi-Uusimaa in Finland. The purpose of this thesis was to investigate the current quality and functionality of the work of the superiors in the target bank from the perspective of the employees. The topic of this thesis was determined by the topic of a further research that was performed upon the target bank in 2008 and also presented in a Master’s thesis by university of applied sciences. The main focus of the thesis was to investigate the employees’ views on the work performance of their superiors at the target bank and the ways in which it could be improved in the future. The basis of this thesis is a pilot study from which the themes of the research interview were derived. The topics of the knowledge basis of this thesis were the work performance of the superiors, the quality of their work and an affluent working environment. The chosen research method was the qualitative research method. The material was gathered by a theme interview carried out through a focus group consisting of 17 employees of the target bank. The research results showed that from the employees’ point of view, the work of the superiors was seen inadequate and weak, in some parts. The research revealed that leadership skills such as clarifying the basic tasks, communication and interaction skills, motivation, organising and supporting of the work tasks, dealing with conflicts and evaluating the work tasks were considered the most important areas that needed improving amongst the superiors at the target bank. The most important ways to improve the work of the superiors were found to be communications and interaction such as giving and receiving feedback. According to the research the theory based on the theoretical framework of leadership, work of the superiors and a positive working environment can be applied to the work of the superiors within the banking industry. The theories used in the thesis are partly similar to the research participants’ reflections on good and functional leadership. The development proposal of this thesis will provide the target bank with information on how the superior work ought to be improved. The proposal will provide aid for the target bank with clarifying which fields should be focused on in order to improve the work of the superiors at the target bank. The most important subject suggested for a further research was to perform a quantitative research on studying the quality and functionality of the work of the subordinates of the target bank....
Tehokkaan mainonnan muodon löytäminen : Case: Tilitoimisto Oy
(Laurea-ammattikorkeakoulu, 2011)
Työn teoriatausta pyöri tiiviisti ulkoisen markkinoinnin termien ympärillä. Tilitoimisto Oy halusi markkinointivalinnoilleen perusteltuja ja kustannustehokkaita ratkaisuja. Vuosien 2004–2009 aikana Tilitoimisto Oy:n markkinointivalintoja ohjasi...
Finding an effective form of advertising Case: Tilitoimisto Ltd The external marketing terms forms the theoretical background in this thesis. Tilitoimisto Ltd wished to gain cost-effective and valid solutions for marketing. Tilitoimisto Ltd´s marketing decisions were guided by the company’s current financial situation, the CEO´s feeling or hunch and advantage advertising offers in years 2004-2009. No systematic measures of marketing timing, dimension, costs or choosing the advertising medium were used. The target of the thesis was to find an effective advertising form and medium in order to reach potential customers. The starting point was clarified by using Tilitoimisto Ltd´s accounting data, scientific literature, articles and information from previous studies. Because the goal was to accomplish statistical and measurable data the research was made by utilizing methods of quantitative research. The data was collected through questionnaire which was sent to current customers of Tilitoimisto Ltd. The research showed that the most effective form of advertising was media and the most conductive advertising mediums were newspapers and internet search engines. The research reveals that rumors have significant meaning when starting companies are looking for bookkeeping firms. It also appeared that Tilitoimisto Ltd´s advertisement in the sport club premises had not achieved any attention. Based on the results Tilitoimisto Ltd should consider removing the advertisement from the sport club´s premises and keep advertising in newspapers and internet search engines. Tilitoimisto Ltd should also continue aiming at influencing rumors with professional competence and customer-oriented attitude in everyday working life. ...
Finding an effective form of advertising Case: Tilitoimisto Ltd The external marketing terms forms the theoretical background in this thesis. Tilitoimisto Ltd wished to gain cost-effective and valid solutions for marketing. Tilitoimisto Ltd´s marketing decisions were guided by the company’s current financial situation, the CEO´s feeling or hunch and advantage advertising offers in years 2004-2009. No systematic measures of marketing timing, dimension, costs or choosing the advertising medium were used. The target of the thesis was to find an effective advertising form and medium in order to reach potential customers. The starting point was clarified by using Tilitoimisto Ltd´s accounting data, scientific literature, articles and information from previous studies. Because the goal was to accomplish statistical and measurable data the research was made by utilizing methods of quantitative research. The data was collected through questionnaire which was sent to current customers of Tilitoimisto Ltd. The research showed that the most effective form of advertising was media and the most conductive advertising mediums were newspapers and internet search engines. The research reveals that rumors have significant meaning when starting companies are looking for bookkeeping firms. It also appeared that Tilitoimisto Ltd´s advertisement in the sport club premises had not achieved any attention. Based on the results Tilitoimisto Ltd should consider removing the advertisement from the sport club´s premises and keep advertising in newspapers and internet search engines. Tilitoimisto Ltd should also continue aiming at influencing rumors with professional competence and customer-oriented attitude in everyday working life. ...
Tuotesijoittelu tositelevisio-ohjelmassa : esimerkkinä Gastronautti Big Brotherissa
(Laurea-ammattikorkeakoulu, 2011)
Tuotesijoittelu on lähtöisin Yhdysvalloista ja näkyvintä tuotesijoittelua tapahtuu tositelevisio-ohjelmissa. Markkinoinnin yhtenä muotona tuotesijoittelu on varsin uusi ilmiö Suomessa. Tositelevisio-ohjelmien yleistyessä myös tuotesijoittelu on...
Product placement in reality TV show, Case Gastronautti in Big Brother Product placement, one form of marketing communication, originally invented in the United States is quite a new phenomenon in the Finnish market. However, as reality TV-shows are continuously conquering the prime time in television, also the role of product placement has significantly changed. The objective of this thesis was to find out how the viewers of the Finnish reality show Big Brother experienced the product placement of Gastronautti. In addition, the thesis aimed to find out how the product placement carried out by Gastronautti affected to the viewers’ conception of the company and how well, if at all, did the viewers acknowledge the product placement while watching the TV–show. The theory part of this thesis concentrates on the marketing theory of product placement, as well as other marketing forms used in TV, including brand perception and image formation. The empirical part of the thesis was realized as a quantitative study by personally approaching the final customers, the TV-show viewers in a Finnish shopping mall, Jumbo. The target group included 25 – 40 year old Big Brother viewers living in the Finnish metropolitan area. The answers were collected with a questionnaire and analyzed with the data-analyzing program Excel. Based on the findings of this thesis, the product placement of Gastronautti was successful in the Big Brother TV–show. The viewers estimated that the program suited very well for product placement and did not perceive it to be interfering. Also, the viewers evaluated, that the product placement did not have any negative effects on their image of the Gastronautti as a company. Still, the majority of all replies has acknowledged the product placement, and -however, found the TV–show a suitable setting for Gastronautti to appear. ...
Product placement in reality TV show, Case Gastronautti in Big Brother Product placement, one form of marketing communication, originally invented in the United States is quite a new phenomenon in the Finnish market. However, as reality TV-shows are continuously conquering the prime time in television, also the role of product placement has significantly changed. The objective of this thesis was to find out how the viewers of the Finnish reality show Big Brother experienced the product placement of Gastronautti. In addition, the thesis aimed to find out how the product placement carried out by Gastronautti affected to the viewers’ conception of the company and how well, if at all, did the viewers acknowledge the product placement while watching the TV–show. The theory part of this thesis concentrates on the marketing theory of product placement, as well as other marketing forms used in TV, including brand perception and image formation. The empirical part of the thesis was realized as a quantitative study by personally approaching the final customers, the TV-show viewers in a Finnish shopping mall, Jumbo. The target group included 25 – 40 year old Big Brother viewers living in the Finnish metropolitan area. The answers were collected with a questionnaire and analyzed with the data-analyzing program Excel. Based on the findings of this thesis, the product placement of Gastronautti was successful in the Big Brother TV–show. The viewers estimated that the program suited very well for product placement and did not perceive it to be interfering. Also, the viewers evaluated, that the product placement did not have any negative effects on their image of the Gastronautti as a company. Still, the majority of all replies has acknowledged the product placement, and -however, found the TV–show a suitable setting for Gastronautti to appear. ...
Kustannusperusteinen hinnoittelu : Case: Yritys X Oy
(Laurea-ammattikorkeakoulu, 2011)
Opinnäytetyön tavoitteena oli tutustua kustannuslaskennan ja hinnoittelun monipuoliseen maailmaan. Ajatuksena oli selvittää, miten kustannukset otetaan hinnoittelussa huomioon ja miten hinnoittelu käytännössä toimii. Opittujen asioiden pohjalta oli...
The purpose of this thesis is to understand the diverse world of cost accounting and pricing. In particular, the thesis examines how expenses are taken into account in pricing, and how pricing works in practice. Based on these issues, the objective was to create a pricing counter for Yritys X Oy which could be used as assistance in pricing different projects. Yritys X Oy is based in Helsinki, and specializes in the production and installation of natural stone. The thesis consists of a theoretical section and an empirical selection in which the case company is analysed. The theoretical section deals with the company’s accounting transactions on a practical level and provides a deeper view of pricing methods. In the section of cost accounting, the relevant terms are defined and the process and different methods of cost accounting are elaborated. In the pricing section the process and most common methods used for pricing are explained. The section on the case company provides information about expenses and pricing in practice through the example of the case company. The theory creates the framework for the practical analysis of the case company and the pricing statement. The pricing counter was prepared as an excel-based spreadsheet to ensure that the company can use the pricing counter in the future as figures change yearly. As a result of the thesis the company gained information on the cost structure of projects and on how expenses affect pricing....
The purpose of this thesis is to understand the diverse world of cost accounting and pricing. In particular, the thesis examines how expenses are taken into account in pricing, and how pricing works in practice. Based on these issues, the objective was to create a pricing counter for Yritys X Oy which could be used as assistance in pricing different projects. Yritys X Oy is based in Helsinki, and specializes in the production and installation of natural stone. The thesis consists of a theoretical section and an empirical selection in which the case company is analysed. The theoretical section deals with the company’s accounting transactions on a practical level and provides a deeper view of pricing methods. In the section of cost accounting, the relevant terms are defined and the process and different methods of cost accounting are elaborated. In the pricing section the process and most common methods used for pricing are explained. The section on the case company provides information about expenses and pricing in practice through the example of the case company. The theory creates the framework for the practical analysis of the case company and the pricing statement. The pricing counter was prepared as an excel-based spreadsheet to ensure that the company can use the pricing counter in the future as figures change yearly. As a result of the thesis the company gained information on the cost structure of projects and on how expenses affect pricing....
Kirkes-kirjastojen imago : Palvelukokemuksen ja palvelun laadun vaikutus syntyviin mielikuviin
(Laurea-ammattikorkeakoulu, 2011)
Tämän opinnäytetyön tavoitteena oli selvittää, millainen imago Kirkes-kirjastoilla on ja miten palvelukokemus- ja palvelun laatu vaikuttavat käyttäjissä syntyneisiin mielikuviin. Tutkimukseen avulla pyrittiin selvittämään millaisena asiakkaat...
Image of Kirkes libraries - how Service Experience and the Quality of Service effects on the customers mental image The purpose of this Bachelor’s thesis is to analyze the image of Kirkes libraries among the customers, and find out how Service Experience and the Quality of Service effects on the customers mental image. With the help of the research we will be able to find out how the customers experience the service and what kind of opinions the Kirkes libraries customers have of the organizations properties and its employees. The goal was to investigate how well the existing image of Kirkes libraries among the people meets with the real identity of Kirkes libraries. The research strives to clarify which parts of the Quality of Service are successful and in what there still are improvements to establish. The theoretical section of this thesis discusses corporate image, focusing on identity, profile and image. It also approaches the concept of mental images and how they arise, develop and their possible problems. The image of Kirkes libraries is explained using theory about Service Experience and the Quality of Service. The Kirkes libraries image research was executed as a quantitative research in form of a questionnaire. The questionnaire consists of seven different sections, which measured the customer’s library behaviour, Kirkes libraries properties, the libraries as transact environment, its employees, the volume of the collections and the benefits Kirkes cooperation creates to the customers. In the last section the customers had a chance to send their greetings or improvement suggestions in their own words to the Kirkes libraries. The questionnaire was executed in November – December in the year of 2008 in every Kirkes library business place. The SPSS (Statistical Package for the Social Sciences) statistics program was used to analyze the result of the research. The results indicate that the customers of Kirkes libraries are satisfied with the offered services and the Service Experience and the Quality of Service in experienced in a positive way. The results and improvement propositions were presented in the form of a SWOT analysis....
Image of Kirkes libraries - how Service Experience and the Quality of Service effects on the customers mental image The purpose of this Bachelor’s thesis is to analyze the image of Kirkes libraries among the customers, and find out how Service Experience and the Quality of Service effects on the customers mental image. With the help of the research we will be able to find out how the customers experience the service and what kind of opinions the Kirkes libraries customers have of the organizations properties and its employees. The goal was to investigate how well the existing image of Kirkes libraries among the people meets with the real identity of Kirkes libraries. The research strives to clarify which parts of the Quality of Service are successful and in what there still are improvements to establish. The theoretical section of this thesis discusses corporate image, focusing on identity, profile and image. It also approaches the concept of mental images and how they arise, develop and their possible problems. The image of Kirkes libraries is explained using theory about Service Experience and the Quality of Service. The Kirkes libraries image research was executed as a quantitative research in form of a questionnaire. The questionnaire consists of seven different sections, which measured the customer’s library behaviour, Kirkes libraries properties, the libraries as transact environment, its employees, the volume of the collections and the benefits Kirkes cooperation creates to the customers. In the last section the customers had a chance to send their greetings or improvement suggestions in their own words to the Kirkes libraries. The questionnaire was executed in November – December in the year of 2008 in every Kirkes library business place. The SPSS (Statistical Package for the Social Sciences) statistics program was used to analyze the result of the research. The results indicate that the customers of Kirkes libraries are satisfied with the offered services and the Service Experience and the Quality of Service in experienced in a positive way. The results and improvement propositions were presented in the form of a SWOT analysis....
Asiakastyytyväisyys laadunhallinnan ohjaamisessa
(Laurea-ammattikorkeakoulu, 2011)
Opinnäytetyön tarkoituksena oli selvittää, miten asiakastyytyväisyyskysely toimii sosiaali- ja terveydenhuollon erityistyöntekijöiden palvelun laadun mittarina. Kirjallisuuden ja aikaisempien tutkimusten avulla määriteltiin erityistyöntekijöiden...
Customer Satisfaction in the Guidance of Quality Management The aim of the Bachelor's thesis was to clarify how the customer satisfaction survey serves as an indicator of special workers' service quality in public social and health care service. With the help of literature and of earlier studies the areas that describe the quality of special workers' service were defined and the questionnaire of customer satisfaction survey was built. Six areas, which affect to the quality of service were found: 1) correct timing and adequacy of service, 2) special workers' know-how 3) trustworthiness and safety 4) communication, 5) physical environment and 6) service as a whole as well as the usefulness of the service. The focus of the research was to observe the special workers’, such as speech therapists, nutritionists and social workers, customers' satisfaction and significance experiences of the service. A customer satisfaction survey was carried out from 1st May to 15th June 2011 at the Hospital of Hyvinkää. During this period all special workers' customers were offered the possibility to answer to the questionnaire. 64 answers were given and the survey response rate was 26 %. 20 % of the respondents were met in the ward and 77 % of the respondents in the outpatient department. Customers were satisfied with the service of the special workers' and approximately 90 % of the respondents felt that the service situation was successful on the whole. Based on the research results communication is the key point for success in the customer service situation and the role of the expert is also important. Customers hope for information about the progress of their treatment and situations as well as for personal guidance. Physical environment affects experiences of the service. Even though the premises themselves were not considered as significant, a proper reception area affects the experience of the privacy. This is a precondition for confidential and safe service experience and thus an important factor, which affects success of the service situation on the whole. In the future the sectors to be observed in the service quality management are development of the communication, maintenance and development of the expertise and the service environment, which secures the privacy. The developed questionnaire served well as the indicator of service quality and it was possible to analyse customer satisfaction with it. Based on the research material the key areas of the future development are related to the communication and to the special workers' process knowledge....
Customer Satisfaction in the Guidance of Quality Management The aim of the Bachelor's thesis was to clarify how the customer satisfaction survey serves as an indicator of special workers' service quality in public social and health care service. With the help of literature and of earlier studies the areas that describe the quality of special workers' service were defined and the questionnaire of customer satisfaction survey was built. Six areas, which affect to the quality of service were found: 1) correct timing and adequacy of service, 2) special workers' know-how 3) trustworthiness and safety 4) communication, 5) physical environment and 6) service as a whole as well as the usefulness of the service. The focus of the research was to observe the special workers’, such as speech therapists, nutritionists and social workers, customers' satisfaction and significance experiences of the service. A customer satisfaction survey was carried out from 1st May to 15th June 2011 at the Hospital of Hyvinkää. During this period all special workers' customers were offered the possibility to answer to the questionnaire. 64 answers were given and the survey response rate was 26 %. 20 % of the respondents were met in the ward and 77 % of the respondents in the outpatient department. Customers were satisfied with the service of the special workers' and approximately 90 % of the respondents felt that the service situation was successful on the whole. Based on the research results communication is the key point for success in the customer service situation and the role of the expert is also important. Customers hope for information about the progress of their treatment and situations as well as for personal guidance. Physical environment affects experiences of the service. Even though the premises themselves were not considered as significant, a proper reception area affects the experience of the privacy. This is a precondition for confidential and safe service experience and thus an important factor, which affects success of the service situation on the whole. In the future the sectors to be observed in the service quality management are development of the communication, maintenance and development of the expertise and the service environment, which secures the privacy. The developed questionnaire served well as the indicator of service quality and it was possible to analyse customer satisfaction with it. Based on the research material the key areas of the future development are related to the communication and to the special workers' process knowledge....
Yrittäjyysasenteiden kehittyminen yrittäjyysluokalla Case: Riihenmäen koulu
(Laurea-ammattikorkeakoulu, 2011)
Tämä opinnäytetyö tutkii Mäntsälän Riihenmäen koulun vuonna 2008 aloittaneen yrittäjyysluokan oppilaiden yrittäjäasenteiden kehitystä. Opinnäytetyö on jatkoa vuonna 2008 Riihenmäen koulun yrittäjyysluokan oppilaiden yrittäjyysasenteita, opintojen...
The development of entrepreneurial attitudes at entrepreneurship class Case: Riihenmäki School The purpose of this Bachelor’s thesis was to study the development of entrepreneur attitudes of the entrepreneurship class which was founded in 2008 of the Riihenmäki school of Mäntsälä. This thesis is an addition to a study which was carried out in 2008 showing the attitudes towards entrepreneurship at the beginning of entrepreneurship class studies at Riihenmäki School. The aim of this thesis was to find out how studying in the entrepreneurship class has influenced entrepreneurship attitudes in the entrepreneurship class. The focus was on the following questions; what are the current motives and attitudes toward entrepreneurship and students’ self-image. Finally the results obtained were compared to the results of the study carried out in 2008. The study was carried out to the entrepreneurship class and also to its parallel class to enable comparison between the groups. The pupils of entrepreneurship class were also asked about their views of the function of the entrepreneurship class. The theoretical section of the thesis defines the terms that were essential for the survey. The focus was on the forms, characteristics, attitudes and motives of entrepreneurship. The section also covers an entrepreneurship education from the point of view of the upper level of comprehensive school, co-operation with companies and the role of the teacher. In the theoretical section there is also a part that reviews an association supporting entrepreneurship education in different curriculums. The empirical section of the thesis was carried out through a survey among the classes taking part in the study October 2010. The survey was carried out as a quantitative study. The survey included open questions and multiple choice questions. Excel spreadsheet application was used to analyze the results of the study. There were 18 entrepreneurship class pupils and 18 parallel class pupils taking part in this study. The results from the study show that entrepreneur attitudes of the pupils of the entrepreneurship class have developed during two years. The pupils of the entrepreneurship class have got concrete experience of entrepreneurship. In the course of their education the pupils have become more realistic whit their thoughts of becoming an entrepreneur. The pupils of the entrepreneurship class now have an idea about entrepreneurship in working life which is more advanced, more realistic and more congruent than a few years ago....
The development of entrepreneurial attitudes at entrepreneurship class Case: Riihenmäki School The purpose of this Bachelor’s thesis was to study the development of entrepreneur attitudes of the entrepreneurship class which was founded in 2008 of the Riihenmäki school of Mäntsälä. This thesis is an addition to a study which was carried out in 2008 showing the attitudes towards entrepreneurship at the beginning of entrepreneurship class studies at Riihenmäki School. The aim of this thesis was to find out how studying in the entrepreneurship class has influenced entrepreneurship attitudes in the entrepreneurship class. The focus was on the following questions; what are the current motives and attitudes toward entrepreneurship and students’ self-image. Finally the results obtained were compared to the results of the study carried out in 2008. The study was carried out to the entrepreneurship class and also to its parallel class to enable comparison between the groups. The pupils of entrepreneurship class were also asked about their views of the function of the entrepreneurship class. The theoretical section of the thesis defines the terms that were essential for the survey. The focus was on the forms, characteristics, attitudes and motives of entrepreneurship. The section also covers an entrepreneurship education from the point of view of the upper level of comprehensive school, co-operation with companies and the role of the teacher. In the theoretical section there is also a part that reviews an association supporting entrepreneurship education in different curriculums. The empirical section of the thesis was carried out through a survey among the classes taking part in the study October 2010. The survey was carried out as a quantitative study. The survey included open questions and multiple choice questions. Excel spreadsheet application was used to analyze the results of the study. There were 18 entrepreneurship class pupils and 18 parallel class pupils taking part in this study. The results from the study show that entrepreneur attitudes of the pupils of the entrepreneurship class have developed during two years. The pupils of the entrepreneurship class have got concrete experience of entrepreneurship. In the course of their education the pupils have become more realistic whit their thoughts of becoming an entrepreneur. The pupils of the entrepreneurship class now have an idea about entrepreneurship in working life which is more advanced, more realistic and more congruent than a few years ago....









