Haku
Viitteet 801-810 / 2981
Johtamisen vaikutus työhyvinvointiin ja työssä jaksamiseen : case: ProAgria Etelä-Suomi ry
(Laurea-ammattikorkeakoulu, 2017)
Opinnäytetyön aiheena oli työhyvinvointi ja sen johtaminen. Työhyvinvoinnin osa-alueista keskityttiin etenkin työssä jaksamiseen. Opinnäytetyön toimeksiantajana toimi ProAgria Etelä-Suomi ry. Opinnäytetyön muoto oli tutkimus. Kyselytutkimus...
The topic of this Bachelors thesis was the wellbeing of work and its management. Particular area of well-being at work was focusing on endurance at work. The mandator of this thesis work was ProAgria Etelä-Suomi Registered Association (from here...
The topic of this Bachelors thesis was the wellbeing of work and its management. Particular area of well-being at work was focusing on endurance at work. The mandator of this thesis work was ProAgria Etelä-Suomi Registered Association (from here...
Digitaalisen palvelupolun kehittäminen
(Laurea-ammattikorkeakoulu, 2017)
Onnistunut asiakaskokemus digitaalisessa ympäristössä voi olla merkittävä kilpailukeino. Asiakkaan näkökulmasta mietityt pienet sekä loppuun asti hiotut yksityiskohdat voivat tehdä suuren vaikutuksen. Tämän opinnäytetyön yhteistyöyritys oli Elite Varainhoito Oyj, joka tarjoaa asiakkailleen yksilöllisiä ja monipuolisia säästämis-, sijoitus- ja varainhoitopalveluja. Elite Varainhoidon verkkokaupan palvelupolkuun luodaan kokonaan uusi linja ja toimintamalli. Opinnäytetyön tehtävänä oli tuottaa tarvittavaa taustatietoa ja tuoda esiin kehitysehdotuksia asiakaslähtöisesti suunnitellun palvelupolun luomiseksi. Yhteistyöyrityksen taholta oli määritelty kuusi muuta alan toimijaa, joiden palvelupolkuja ja asiakaspalveluprosesseja tässä opinnäytetyössä havainnoitiin sekä analysoitiin aloittelevan kuukausisäästäjän näkökulmasta.
Opinnäytetyön teoreettinen viitekehys rakentui digitaalisen asiakaskokemuksen, palvelumuotoilun ja palvelupolun ympärille. Palvelumuotoilun eri menetelmistä käsiteltiin erityisesti tutkimuksessa käytettyä Benchmarkingia ja Service blueprint-prosessimallia. Tutkimus toteutettiin laadullisena kehittämistutkimuksena, joka sisälsi piirteitä toimintatutkimuksesta. Kaikissa tarkasteltavissa yrityksessä avattiin asiakkuus ja aloitettiin kuukausisäästäminen. Kaikki palvelupolut ja asiointiprosessit dokumentoitiin huolellisesti vaihe vaiheelta. Lisäksi teemahaastatteluiden avulla kartoitettiin kokemuksia digitaalisten asiointiprosessien tärkeimmistä piirteistä. Kerättyä aineistoa analysoitiin ja vertailtiin samankaltaisuuskaavioiden avulla.
Tutkimuksen tulokset osoittivat, että tärkeimpiä piirteitä digitaalisessa asiointiprosessissa ovat helppokäyttöisyys ja yksinkertaisuus sekä palvelun toimintavarmuus. Palvelun tulee olla visuaalisesti selkeä ja navigoitavuuteen tulee kiinnittää huomiota. Kaikissa prosessin vaiheissa käyttäjää tulee ohjeistaa eteenpäin oikeilla termeillä ja yksinkertaisilla ohjeilla. Havainnointien ja haastatteluiden perusteella saatiin selvä käsitys yhteistyöyrityksen nykyisen palvelupolun kriittisimmistä kehitystä vaativista vaiheista. Yksi Eliten vahvuuksista oli prosessin teoreettinen yksinkertaisuus. Toimintamalli oli yksinkertaisempi kuin monilla kilpailijoista. Suurimpia puutteita palvelupolulla olivat sijoitustuotteiden löydettävyys sekä vähäinen jälkipalvelu. Kaikista havainnoista eri palvelupoluilla laadittiin kuvakaappauksiin perustuvat ja palvelukertomuksen muotoon työstetyt PowerPoint-koosteet, joita voidaan hyödyntää uutta palvelupolkua suunniteltaessa.
Tuloksiin pohjautuen laadittiin kehitysehdotelma uutta palvelupolkua ja verkkopalvelua varten. Kaikista tarkastelluista palvelupoluista oleellisimmat piirteet koottiin yhteenvetolomakkeisiin toimintamallien vertailemiseksi. Tutkimuksen tuloksia voidaan hyödyntää vastaavanlaisia verkkopalveluita suunniteltaessa....
Successful customer experience in the digital environment can be a significant competitive advantage. From the client's point of view, the small and thought through details can make a great impression. This Bachelor’s thesis’ partner in cooperation...
Successful customer experience in the digital environment can be a significant competitive advantage. From the client's point of view, the small and thought through details can make a great impression. This Bachelor’s thesis’ partner in cooperation...
Maksuvalmiuden hallinta pienissä franchiseyrityksissä : case: X
(Laurea-ammattikorkeakoulu, 2017)
Opinnäytetyön tavoitteena oli selvittää case -ketjuun kuuluvien franchiseyrittäjien maksuvalmiuden hallinnan tilaa ja tuoda esille mahdollisia ongelmakohtia, jotka heikentävät yrittäjien maksuvalmiutta. Tutkimusosuus antaa case -ketjulle näkemyksen, miten franchiseyrittäjät hallinnoivat maksuvalmiuden eri osa-alueita ja missä maksuvalmiuden hallinnassa epäonnistutaan.
Teoreettinen tietoperusta käsittelee alussa hieman franchising liiketoimintamuotoa, jotta lukijalle selventyy yleisesti franchising ketjuyrityksen suhde franchisingyrittäjiin. Teorian pääpaino on kuitenkin staattisessa ja dynaamisessa maksuvalmiudessa, jossa esitellään maksuvalmiuden mittaukseen tarkoitettuja tunnuslukuja sekä tuodaan esille maksuvalmiuteen vaikuttavia tekijöitä.
Työn tutkimusosuus toteutettiin kvalitatiivisena tapaustutkimuksena, jossa pyrittiin saamaan vastauksia, miten franchiseyrittäjät hallinnoivat maksuvalmiuteen liittyviä osatekijöitä. Aineistonkeruumenetelmänä toimi haastattelu viideltä eri franchiseyrittäjältä sekä saadut tilinpäätöstiedot kolmelta haastatteluun osallistuneelta yrittäjältä. Haastatteluista saatujen tietojen pohjalta pyrittiin konkretisoimaan mahdollisia maksuvalmiutta heikentäviä osatekijöitä. Tilinpäätös hyödynnettiin tarkastelemalla maksuvalmiuden tunnuslukuja, joiden avulla pyrittiin tukemaan haastattelutuloksia ja esiin tulleita ongelmakohtia.
Tutkimustulokset osoittivat, että tarkasteltavien yritysten maksuvalmiuden hallinta tapahtuu enimmäkseen tulojen ja menojen silmämääräisenä tarkasteluna kirjanpidosta, eikä varsinaisia työkaluja maksuvalmiuden seurantaan ja suunnitteluun ole käytössä. Tilinpäätöksistä lasketut tunnusluvut paljastivat kahden yrityksen maksuvalmiuden olevan heikolla tasolla, mutta kaikkien yritysten osalta myyntisaamisten ja varaston kiertoaikojen olevan kuitenkin tehokkaita. Ongelmakohdaksi osoittautui ostovelkojen kiertoaika, joka oli poikkeuksellisen pitkä erityisesti kahden yrityksen osalta. Maksuvalmiuden kassavirtapohjaisen seurannan voidaan todeta tarpeelliseksi, jotta kuluja saataisiin paremmin hallintaan ja maksuvalmiutta ylläpidettyä vakaana....
The aim of the thesis was to examine the state of liquidity management of franchise entrepreneurs that are part of the case chain and bring up potential issues that undermine entrepreneurs' liquidity. Research section gives the case chain a view...
The aim of the thesis was to examine the state of liquidity management of franchise entrepreneurs that are part of the case chain and bring up potential issues that undermine entrepreneurs' liquidity. Research section gives the case chain a view...
Henkilötietojen käsittelystä majoitusliikkeessä
(Laurea-ammattikorkeakoulu, 2017)
Asioidessaan majoitusliikkeessä asiakkaasta kerätään erilaisia tietoja ja tiedot talletetaan majoitusliikkeen eli rekisterinpitäjän ylläpitämään henkilörekisteriin. Tietoja myös hyödynnetään eri tarkoituksiin. Opinnäytetyön tarkoituksena...
Different kinds of data is collected about customers when they do business at a hotel and all the data is saved into a register that the hotel keeps of its customers. The data is also used for different purposes. The aim of this thesis is to find...
Different kinds of data is collected about customers when they do business at a hotel and all the data is saved into a register that the hotel keeps of its customers. The data is also used for different purposes. The aim of this thesis is to find...
Muutoskokemusten hyödyntäminen muutosjohtamisessa : case: Organisaatio X
(Laurea-ammattikorkeakoulu, 2017)
muutosvastarinnan hyödyntäminen. Tietoperusta perustui suurelta osin aiheisiin liittyviin tutkimuskirjallisuuteen. Opinnäytetyö toteutettiin sekä kvantitatiisella että kvalitatiivisellä tutkimusmenetelmällä. Aineistoa kerättiin henkilöstöltä kyselytutkimuksella ja...
The aim of this thesis was to research change management practicies in organisation X based on input from organisation’s staff and its leaders, and to look into how staff’s experience in change can be utilized and how changes can be brought closer...
The aim of this thesis was to research change management practicies in organisation X based on input from organisation’s staff and its leaders, and to look into how staff’s experience in change can be utilized and how changes can be brought closer...
Vakuutusten ostopäätökseen vaikuttavat tekijät
(Laurea-ammattikorkeakoulu, 2017)
Tämän opinnäytetyön tarkoituksena on tutkia vakuutuksien ostopäätökseen vaikuttavia tekijöitä vakuutusasiamiesten ja asiakkaiden näkökulmasta sekä vertailla näitä tuloksia keskenään. Halusimme tietää toimivatko vakuutusasiamiehet OPn arvojen...
The purpose of this thesis was to explore factors which impact customer purchase decisions from both the customer's and insurance company agent's point of view. The aim was establish if agents act according to OP's values when meeting customers and clarify customer satisfaction of the process. In addition, the aim was to help agents to understand the factors impacting customer's decisions and improve their sales skills. The research was conducted using both qualitative and quantitative methods. The source material was based on field-specific literature, Internet sources and the authors' own experience in the insurance business field. The research was started in autumn 2016 and the research surveys were conducted during spring 2017. Customers were interviewed over the phone and insurance agents filled in an Internet questionnaire. In total 47 responses were received, 31 from agents and 16 from customers. The response amount was sufficient for making conclusions. These responses were compared with each other to understand both sides of the purchase process. Responses from both survey categories (customers and agents) were analyzed on a detailed level. The analysis revealed the least and most important factors impacting customer purchase decisions. The result of the analysis were also presented to OP Vakuutus agents. The analysis clearly demonstrated that both customers and agents’ answers were almost identical. Both rated a professional insurance agent and the insurance price as the most important factors impacting the purchase decision. The Biggest difference between the answers was the offering of centralized bank and insurance services. In addition, it became clear that insurance agents acted according to OP values when meeting customers. however customer highly valued the support they received after the purchase decision had been made. There were different improvement ideas that arose from thesis which were collected and documented to improve the sales process. These were summarized and presented to OP Vakuutus offices and agents in the Helsinki area....
The purpose of this thesis was to explore factors which impact customer purchase decisions from both the customer's and insurance company agent's point of view. The aim was establish if agents act according to OP's values when meeting customers and clarify customer satisfaction of the process. In addition, the aim was to help agents to understand the factors impacting customer's decisions and improve their sales skills. The research was conducted using both qualitative and quantitative methods. The source material was based on field-specific literature, Internet sources and the authors' own experience in the insurance business field. The research was started in autumn 2016 and the research surveys were conducted during spring 2017. Customers were interviewed over the phone and insurance agents filled in an Internet questionnaire. In total 47 responses were received, 31 from agents and 16 from customers. The response amount was sufficient for making conclusions. These responses were compared with each other to understand both sides of the purchase process. Responses from both survey categories (customers and agents) were analyzed on a detailed level. The analysis revealed the least and most important factors impacting customer purchase decisions. The result of the analysis were also presented to OP Vakuutus agents. The analysis clearly demonstrated that both customers and agents’ answers were almost identical. Both rated a professional insurance agent and the insurance price as the most important factors impacting the purchase decision. The Biggest difference between the answers was the offering of centralized bank and insurance services. In addition, it became clear that insurance agents acted according to OP values when meeting customers. however customer highly valued the support they received after the purchase decision had been made. There were different improvement ideas that arose from thesis which were collected and documented to improve the sales process. These were summarized and presented to OP Vakuutus offices and agents in the Helsinki area....
Turvapaikkaprosessi Suomessa : opas muutoksenhakuun hallintotuomioistuimessa
(Laurea-ammattikorkeakoulu, 2017)
hallintotuomioistuimissa. Työn lopputuloksena syntyi suomenkielinen opas turvapaikka-asioiden muutoksenhakuun hallinto-oikeudessa sekä korkeimmassa hallinto-oikeudessa. Oppaaseen on kerätty oleellisimmat ja tärkeimmät kohdat menettelyyn liittyvistä laeista. Lisäksi siinä...
The number of international protection applications increased multiple times from 2014 to 2015. The reason for the increase was the conflict situations and civil wars particularly in the Middle East. Because of the situation a large number of the inhabitants of the region were forced to leave their homes and escape to Europe. Due to the increased number of the international protection applications and appeals of asylum decisions, the Finnish legislation had to be amended for the management of the situation. The admendments are concerning with both the substance of the matter and procedures. The aim of my thesis is to examine the progress of the asylum process by starting at the beginning of making an asylum application and continuing into the possible appealing procedure which happens in administrative courts. The outcome of the practical part of my thesis is a Finnish language guide for the appealing procedure concerning asylum appeals in the administrative court and the supreme administrative court. The guide contains essentials and the most important points of laws regarding the procedure in administrative courts. In addition the guide takes into account the latest changes in legislation regarding the processing of foreign matters in Finland. The idea was to make a guide which is clear and easy to read so that people who don’t have the experience of reading laws would understand the procedure. The guide is primarily intended for people who are somehow involved with asylum seekers. The idea is that they could help and advise asylum seekers by using the guide as a tool. The guide is also useful to asylum seekers themselves. However, the requirement is that they know at least a little bit about how to read the Finnish language. The topic is current which may also interest people who would want to know more about the procedure of asylum matters and the procedure in administrative courts. The theoretical part of my thesis covers the entire asylum process from the asylum seeking process in Finnish Immigration Center to the appeal procedure in administrative courts. The latest legislation changes are also discussed in the theory. Although the guide is focussing on how to appeal from the negative decision of an authority, there is also a theory part about processing an asylum application to understand the process as a whole....
The number of international protection applications increased multiple times from 2014 to 2015. The reason for the increase was the conflict situations and civil wars particularly in the Middle East. Because of the situation a large number of the inhabitants of the region were forced to leave their homes and escape to Europe. Due to the increased number of the international protection applications and appeals of asylum decisions, the Finnish legislation had to be amended for the management of the situation. The admendments are concerning with both the substance of the matter and procedures. The aim of my thesis is to examine the progress of the asylum process by starting at the beginning of making an asylum application and continuing into the possible appealing procedure which happens in administrative courts. The outcome of the practical part of my thesis is a Finnish language guide for the appealing procedure concerning asylum appeals in the administrative court and the supreme administrative court. The guide contains essentials and the most important points of laws regarding the procedure in administrative courts. In addition the guide takes into account the latest changes in legislation regarding the processing of foreign matters in Finland. The idea was to make a guide which is clear and easy to read so that people who don’t have the experience of reading laws would understand the procedure. The guide is primarily intended for people who are somehow involved with asylum seekers. The idea is that they could help and advise asylum seekers by using the guide as a tool. The guide is also useful to asylum seekers themselves. However, the requirement is that they know at least a little bit about how to read the Finnish language. The topic is current which may also interest people who would want to know more about the procedure of asylum matters and the procedure in administrative courts. The theoretical part of my thesis covers the entire asylum process from the asylum seeking process in Finnish Immigration Center to the appeal procedure in administrative courts. The latest legislation changes are also discussed in the theory. Although the guide is focussing on how to appeal from the negative decision of an authority, there is also a theory part about processing an asylum application to understand the process as a whole....
Yhdistyksen kassahallinta ja opas taloudenhoitoon
(Laurea-ammattikorkeakoulu, 2017)
Tämä opinnäytetyö käsittelee Urheilu- ja voimisteluseura Hyvinkään Ponteva ry:n maksuvalmiuden hallintaa ja taloudenhoitoa. Opinnäytetyölle asetettu tärkein tavoite oli luoda työväline kassavirran seurantaan. Opinnäytetyöstä saadun kassavirran...
This thesis is about the liquidity management and financial management and it was written for the Sports and the gymnastics Club Hyvinkään Ponteva (the Association). The main objective was to create a tool for managing and following the cash flow. With the tool the cash flow and liquidity can be managed better in the Association. There was also created a guide to manage the Association's finances. Within this guide, there can be found guidelines for the most common management tasks with practical examples. This thesis is divided into two parts, which are attached to the work of the treasury ; established theory and the monitoring of the budget and a financial management guide. The theory deals with the Association's financial management and liquidity management. The knowledge base is from the literature, as well as from the accounting and tax legislation. The guide applies theory to practice and gives instructions for managing and following the finances. At the end of the thesis the importance of the cash flow management for the liquidity of the Association is analysed – does more accurate cash flow management ease the following of the Association's liquidity ; through which means can liquidity be managed, what about whether there is a need for greater managing and following of the finances? In this thesis the qualitative research method was used with case studies. The findings obtained from the theory and personal interviews with the treasurer. The research of the thesis as well as the theory, demonstrate that managing the liquidity of the cash flow is very important to the Association. Based on the results of the thesis, it can be concluded that managing and following the cash flow will improve the liquidity. However, the budget made at the beginning of the season is the most important action of the Association's financial year....
This thesis is about the liquidity management and financial management and it was written for the Sports and the gymnastics Club Hyvinkään Ponteva (the Association). The main objective was to create a tool for managing and following the cash flow. With the tool the cash flow and liquidity can be managed better in the Association. There was also created a guide to manage the Association's finances. Within this guide, there can be found guidelines for the most common management tasks with practical examples. This thesis is divided into two parts, which are attached to the work of the treasury ; established theory and the monitoring of the budget and a financial management guide. The theory deals with the Association's financial management and liquidity management. The knowledge base is from the literature, as well as from the accounting and tax legislation. The guide applies theory to practice and gives instructions for managing and following the finances. At the end of the thesis the importance of the cash flow management for the liquidity of the Association is analysed – does more accurate cash flow management ease the following of the Association's liquidity ; through which means can liquidity be managed, what about whether there is a need for greater managing and following of the finances? In this thesis the qualitative research method was used with case studies. The findings obtained from the theory and personal interviews with the treasurer. The research of the thesis as well as the theory, demonstrate that managing the liquidity of the cash flow is very important to the Association. Based on the results of the thesis, it can be concluded that managing and following the cash flow will improve the liquidity. However, the budget made at the beginning of the season is the most important action of the Association's financial year....
Selvitys digitaalista asiakaspalvelua koskevista asiakaskokemuksista ja kehittämisehdotukset Case: Lohjan kaupungin verkkosivut
(Laurea-ammattikorkeakoulu, 2017)
Tämän opinnäytetyön tavoitteena oli Lohjan kaupungin verkkosivujen digitaalisten asiakaspalvelukokemuksien selvittäminen. Tarkoituksena oli selvittää, kuinka voidaan hyödyntää ja kehittää digitaalista asiakaspalvelua hyödyntäen Lohjan kaupungin...
The aim of this thesis was to explore the digital customer service experiences of Lohja city's website. The purpose of this study was to figure out how to utilize and develop the digital customer service based on the customer experience results. Lohja city’s website will be reformed completely. The commissioner wants to launch a digital customer service reform as a part of the website reform. The reason for this thesis was to produce information for the commissioner, as a support for the website reform. The theoretical framework focuses on customer service, customer service experiences and the trends of digital development. In addition, the theoretical framework explored literature for website development. The thesis was carried out by triangulation using both qualitative and quantitative methods. Initially the qualitative methods included an interview to the commissioner of the thesis. The aim of the interview was to add to preliminary understanding of the topic, and to clarify the objectives of the commissioner for the thesis. After the interview an electronic survey of the Lohja city website was conducted. The survey examined the opinions of the visitors to the website and the digital customer service. The survey revealed that functionality and ease of use are the most important factors in website usability. A digital customer service can be considered to support the web site, on the condition that the website itself will be developed to be functional. The study revealed several problem areas, as well as suggestions for the web pages. There were 83 answers to the questionnaire. In conclusion, the thesis presented development proposals to the digital customer service that allow the commissioner to start developing their websites to a more functional entity. The development proposals presented various options for the websites digital customer service, including customer service chat function and improvement for the search function....
The aim of this thesis was to explore the digital customer service experiences of Lohja city's website. The purpose of this study was to figure out how to utilize and develop the digital customer service based on the customer experience results. Lohja city’s website will be reformed completely. The commissioner wants to launch a digital customer service reform as a part of the website reform. The reason for this thesis was to produce information for the commissioner, as a support for the website reform. The theoretical framework focuses on customer service, customer service experiences and the trends of digital development. In addition, the theoretical framework explored literature for website development. The thesis was carried out by triangulation using both qualitative and quantitative methods. Initially the qualitative methods included an interview to the commissioner of the thesis. The aim of the interview was to add to preliminary understanding of the topic, and to clarify the objectives of the commissioner for the thesis. After the interview an electronic survey of the Lohja city website was conducted. The survey examined the opinions of the visitors to the website and the digital customer service. The survey revealed that functionality and ease of use are the most important factors in website usability. A digital customer service can be considered to support the web site, on the condition that the website itself will be developed to be functional. The study revealed several problem areas, as well as suggestions for the web pages. There were 83 answers to the questionnaire. In conclusion, the thesis presented development proposals to the digital customer service that allow the commissioner to start developing their websites to a more functional entity. The development proposals presented various options for the websites digital customer service, including customer service chat function and improvement for the search function....
Pa-Hu Oy:n asiakaspalvelun kehittäminen
(Laurea-ammattikorkeakoulu, 2017)
Tämän opinnäytetyön aiheena on Pa-Hu Oy:n asiakaspalvelun kehittäminen. Pa-Hu toimii myös tutkimuksen toimeksiantajana. Opinnäytetyön tavoitteena oli selvittää asiakkaiden tyytyväisyys tuotteiden ja palvelun laatuun, sekä saada...
This thesis was commissioned by Pa-Hu Oy and to develop the customer service of Pa-Hu Oy focusing on the quality of products and service. The aim was to provide a reliable and up-to-date picture of customer satisfaction. Another aim was to discover possible shortcomings in the operations and to find ways to solve them. The quantitative research was conducted with a customer satisfaction survey made with SurveyMonkey web platform. The survey was sent by e-mail which included a covering letter and a link that lead to the actual survey. The theoretical part of the thesis examines factors that affect customer satisfaction and overall role of customer satisfaction. The theoretical part includes four parts which are the customer-oriented business model, lifespan of customer relations, customer satisfaction and service quality. The information received from the study showed that the customers of Pa-Hu Oy were mainly very satisfied with the quality of the products and service. The feedback from the survey also showed a few matters that could be developed. Those matters were communication, accessibility and the measuring of customer satisfaction from different customer encounters....
This thesis was commissioned by Pa-Hu Oy and to develop the customer service of Pa-Hu Oy focusing on the quality of products and service. The aim was to provide a reliable and up-to-date picture of customer satisfaction. Another aim was to discover possible shortcomings in the operations and to find ways to solve them. The quantitative research was conducted with a customer satisfaction survey made with SurveyMonkey web platform. The survey was sent by e-mail which included a covering letter and a link that lead to the actual survey. The theoretical part of the thesis examines factors that affect customer satisfaction and overall role of customer satisfaction. The theoretical part includes four parts which are the customer-oriented business model, lifespan of customer relations, customer satisfaction and service quality. The information received from the study showed that the customers of Pa-Hu Oy were mainly very satisfied with the quality of the products and service. The feedback from the survey also showed a few matters that could be developed. Those matters were communication, accessibility and the measuring of customer satisfaction from different customer encounters....









