Haku

Tämä opinnäytetyö pohjautuu vuonna 2007 toteutetulle hankkeelle, jonka tavoitteena oli tutkia Café Picnic kahviloiden asiakaspalvelun laatua. Kyseisessä hankkeessa kartoitettiin yrityksen 20 toimipistettä. Yrityksen edustajat toivoivat...
Improving the service quality in Café Picnic at Helsinki-Vantaa Airport This thesis is based on a project, executed in 2007, that aimed at examining the customer service quality in the cafés of the Café Picnic chain. Twenty cafés were charted in the project. Representatives of the Café Picnic chain hoped the thesis would focus on the café located in Helsinki- Vantaa Airport, because there have been noticeable problems in the service quality at that specific café. The café is different from other cafés in the chain because it is open 24 hours a day and also because of its international setting. The research question was: How can the service quality be improved in Café Picnic at Helsinki-Vantaa Airport? The research was carried out by the mystery shopping process and by filling out observation forms. Those service quality factors that were specifically focused on were decided together with the representatives of the Café Picnic chain. The factors were the appearance of the personnel, politeness and friendliness towards customers, activeness, the level of professionalism, customer service attitude, general cleanness of the café, and the freshness of the products. Observations – in the form of mystery shopping – were made at lunch time, in the afternoon, in the evening, and at night, and the results of the observations were compiled as diary entries. The weaknesses in the service quality and the problems in the customer service process could be pointed out and examined based on these diary entries. There were many weaknesses in the service quality that were noticeable to the customers. The airport is a demanding setting for the café, because the arrival and departure times tend to cause peaks in demand, forming lines. At times, long lines cause possible customers to leave empty-handed. Peaks and long lines certainly also cause more stress to the employees, which is sure to affect the service quality in a negative way. It is important to give the employees a thorough basic training for the job because that might prepare them better to handle and prevent situations that create difficulties like those mentioned in the observations. The service quality can be improved by emphasizing the importance of a good customer service attitude, the importance of knowing good and efficient ways to handle things, and good knowledge of the products. It can be improved, particularly in Café Picnic at Helsinki-Vantaa Airport, also by considering of hiring more employees to make things work more efficiently. The problems and weaknesses found in the research can be addressed and improved, and, thus, the customers can be served better and gradually the Café Picnic chain can gain more and more trust from its clients. A lot of work has to be made in order to improve the service quality, and the entire staff has to be willing to commit to the common goal of improving the customer service quality....

määräytyvät opetussuunnitelmien sisältöjen mukaan. Tuotteiden valmistuksessa on monta vaihetta, ennen kuin ne päätyvät myymälään. Tavoitteena olisi, että tuotteet olisivat mahdollisimman laadukkaita ja asianmukaisesti pakattuja, niin että ne ovat myymälään...
Developing the Operation of Grocery Store Oppipuoti at the Vocational School of Oulu The purpose of this Bachelor's thesis was to develop the operation of the grocery store Op-pipuoti at the Vocational school of Oulu. A grocery store in a vocational school is important for the students who need to do practical work. The store's priority is not to fulfil customers' needs. It operates according to the syllabus and prioritizes the needs of the students. Never-theless, the customers are important as they make the economical production of student works possible. The service students of the Vocational school of Oulu (Oulun seudun ammattiopisto) prepare products in the school kitchen that are taken to the grocery store Oppipuoti. The products are done according to the syllabus. There are many steps in the production process of the prod-ucts before they are taken to the store. The aim is to make the products of as good quality as possible and well packed so that they are ready for the customers. The primary purpose of this study was to develop the actions between teaching and the store so that they would sup-port the learning and customer service. In this study I wanted to find out the process of pre-paring the products from planning to selling to find the targets of developing from the store's point of view. Two interviews were made to research the process. The bases for a store staff’s interview were the descriptions of the process and store staff's duties. The store staff was interviewed as well as some people who used to work in the store. The interviews indicated things that need developing in every step of the process. Those development points were the base for a theme interview that was made for the teachers. I interviewed 20 teachers, in groups of five persons, who operate in the school kitchen. The targets of the research were divided into four sections: planning the teaching and operation, packing the products, student work in the store and the cooperation between teaching and the store. The interviews showed that the communication and cooperation between teaching and the store needs attention. The cooperation must happen already when the product planning is started. Also informing and the last steps of preparing the products are important from the point of view of the store. The interviews gave good points of view and patterns for develop-ing the store. The improvements will happen if all the people in the progress commit to obey the procedures modelled in this research....

, paikallisvartioinnin sekä aula-palvelut. Turvatiimi kehittää palvelun laatua sekä sen mittaamista. Opinnäytetyössäni keskityin kehittämään Turvatiimin laadun mittaamisen sisäisen auditoinnin ja asiakastyytyväisyyden osalta. Opinnäytetyöni on toiminnallinen ja...
Development of service quality assessment Case: Turvatiimi Oyj The main processes of Turvatiimi Oyj, in the metropolitan area, have been awarded an ISO 9001:2000 quality certificate. The security services of the metropolitan area, within the scope of the quality system, include 24/7 alarm center services, patrol guarding services, static guarding services and receptionist services. Turvatiimi is working on developing the quality of its services and their assessment. The focal point of this thesis is the development of Turvatiimi quality assessment in respect to internal auditing and customer satisfaction. This thesis is both functional and based on work experience. I mapped out the present situation of the assessment of the quality of services provided by Turvatiimi Oyj and their customer satisfaction in order to identify areas requiring development. This was done using a qualitative survey. Data was gathered using a structured interview, also known as a questionnaire. The questionnaire was given to a sample of 35 members of Turvatiimi personnel who are either the contact person or in charge of customers, 26 of these replied. Upon analyzing the answers to the questionnaires, I decided to develop the internal auditing system of Turvatiimi, its functionality and its similarity independent of external factors, such as company branch or personnel. Another area requiring improvement was the assessment of customer satisfaction. During this thesis, Turvatiimi management began to prepare a wide ranged customer satisfaction survey aimed at most of its metropolitan area customers. For this reason, I decided to develop a short, customized questionnaire regarding the services provided by a particular branch. This questionnaire was designed to be carried out in unison with internal auditing....

Idea opinnäytetyöhön syntyi työharjoittelujaksoillani Primulan Leipomot Oy:n palveluksessa. Yhdessä Primulan Leipomot Oy:n markkinointipäällikön kanssa päädyimme tulokseen, että Artesaani-tuotemerkistä voisi tehdä ...

2008 haastattelemalla teemahaastattelurungon avulla kolmea helsinkiläistä ja yhtä porilaista Fazer Amican ravintolapäällikköä. Kolme teemahaastattelua taltioitiin tietokoneella Audacity-ohjelman avulla ja yksi sanelimella, josta haastattelu siirrettiin...
Fazer Amica’s snacking service in schools: health, co-operation and customer service. Proposals for developing and restaurant managers’ thoughts This thesis studies how the snack serving of Fazer Amica could be developed so that the school catering staff would promote better the health of pupils in co-operation with other interested parties like parents, teachers, headmaster and school nurse. The thesis had three special theoretical viewpoints: health promotion, customer service and co-operation. The empirical data was collected in November 2009 by theme interviewing three Fazer Amica’s restaurant managers in Helsinki and one restaurant manager in Pori. Three of the theme interviews were recorded with a computer and one of them was recorded with a dictation device. The interviews were listened from the computer and written down. The results indicated that the importance of snacking service was related to improving nutrition, giving energy and bright mind or satisfying hunger. Each of the restaurants had healthiness as a criterion for purchasing or preparing snacks. According to the restaurant managers, the school catering staff has educational and directional responsibilities that, however, are difficult to put into practice due to lack of time or due to school principles for example. The relationship between the pupils and the school catering staff was considered to be good. In addition to the daily feedback system the restaurants investigated customer satisfaction and feedback by using Fazer Amica’s annual survey which did not include questions about snacks. There was also co-operation in different kinds of cafeteria committees for customers. The school catering staff had attended parents’ evening in school only in one case. As a proposition for developing the snack serving, it is suggested that cafeteria committees could consist of the school catering staff, teachers, headmaster, pupils, parents, school nurse and other possible customers. The restaurant managers could also have conversations with headmasters and teachers about how the school catering staff would attend to educational responsibilities. They could also discuss with their staff what it means for them to be educators, directors and models and how it could be implemented also in the snacking service. There should be questions about snacks in the Fazer Amica’s questionnaire....

Opinnäytetyön tarkoituksena oli kehittää Järvenpään kaupungin Terveyskeskuksen ja Pihlavistokodin ravitsemispalveluita ravitsemisprosessien osalta asiakkaan näkökulmasta. Kokonaisuutta pyrittiin katsomaan moniammatillisesta lähtökohdasta...
Instruction for Modelling Preliminary the Nutrition Process in the City Of Järvenpää, case Meals Of Terveyskeskus And Pihlavistohome The purpose of the Master’s Thesis Pro Gradu was to develop the town of Järvenpää catering services, case Terveyskeskus and Pihlavistokoti for nutrition processes from the customer's point of view. An attempt was made to look at the wholeness from multivocational point of departure. The objective of the Master’s Thesis Pro Gradu was to make the preliminary mod-elling of nutrition process in Terveyskeskus and Pihlavistokoti supported by which the model-ling of the processes of the town of Järvenpää can be begun to. The work was done as a model, which gives instructions so that its extension use would be as clear as possible. The Master’s Thesis Pro Gradu was lined to contain catering services of Terveyskeskus and Pihlavistokoti in the nutrition process. The staff of Terveyskeskus and Pihlavistokoti take part of the Modelling Preliminary the Nutrition Process. First was thought the processes, which affect to the customer. At the following stage the job descriptions of the staff were opened. With their help one is able to see which in the organisation is done to satisfy the customer's need for services. This way the process map of the organisation was formed gradually. Based on the general view it was possible to describe individual processes. The process modelling was made using the QPR software....

Tutkimuksen tavoitteena oli saada alan työnantajien, työntekijöiden ja koulutuksen edustajien käsitykset siitä, mitä pääkaupunkiseudulla tulee suurtalouskokkien osata nyt ja tulevaisuudessa.Tavoitteena oli myös tuottaa opinnäytetyö, jota voi...
Working as an institutional catering cook in the Helsinki metropolitan area Changing qualifications in catering The purpose of this thesis is to gain an insight into the options of employers, employees and education providers on what the institutional catering cooks in the Helsinki metropolitan area should be able to do now and in the future. This thesis is meant to be used in the school-specific curriculum, starting 1 August 2010, based on the National Core Curriculum in Hotel, Restaurant and Catering Services, the focus especially in the Helsinki metropolitan area. The thesis also sets forth the change in the catering qualification between the years 1995 – 2010. The material concerning the Helsinki metropolitan area was collected from carefully selected persons using a questionnaire, and the answers were examined by applying a comparison method. Up-to-date research material was used in the investigation, as well as personal knowledge. As a result, a report was comprised of the options of key employers, employees and education providers on the requirements for institutional catering cooks. Furthermore, the change in the catering services, as a whole, emerged on the basis of the investigation. Those participated in the investigation showed that catering professionals are active, skilled and willing to develop the education in the field of catering and institutional catering cooks....

Palveluiden kehitys on tärkeä osa yritystä, joka haluaa pysyä markkinoilla ja myydä tuotettaan. Palvelukehitys on tärkeää kilpailun ja yrityksen kasvun kannalta. Tuotteistaminen on noteerattu myös kiinteistö- ja toimitila-alalla menestyksekkään...
Productization – services to product description The development of services is an essential part of a company’s ability to hold on to markets. Development is important considering competitiveness and the growth of the company. Productization has been noted as essential in facility management and the service management industry and it is part of successful entrepreneurship. Service productization is the key element of this thesis and the target is to find out how it is possible to stimulate the sales of services with product descriptions. This thesis is made for a company called Coor Service Management Oy. The company’s core service is to help other companies/customers to concentrate on their own core business. The thesis consists of five different areas of existing services the development of which can increase sales. The selected services are switchboard-, removal-, reception-, archive-, and fire alarm system service. The research method of this thesis is interviews. Altogether seven different kind of specialists and managers were interviewed. Based on the information from theory and the specialist interviews the productization was divided into smaller sectors; service, competitors, pricing and selling. In each sector a tool was created which helped forming the final product description. There are two different product descriptions model. One is for the salesman to sell the service to the client and the other one is for the customer to demonstrate what kind of services this exact company is offering to them. In this thesis the service description models created a base which will be further developed in the future. When a service is defined, planned, developed, specified, priced and documented productization has been made. One can conclude that every service can be productized....

-telututkimuksessa käsiteltiin arvoja ja arvojohtamista käytännönläheisestä näkökulmasta ja pohdittiin, kuinka arvoja voidaan tuoda Palmiassa enemmän esille. Toiminnallisena opinnäyte-työnä tehtävän työn tarkoituksena oli löytää keinot, joilla autetaan arvojen jalkauttamista...
Developing Palmia´s value based management The aim of this thesis is to find out how the values of the company Palmia appear in its every-day work. Palmia´s values were defined in 2003. The research project handles values and value-based management from a practical viewpoint. Trying to do away with the elusiveness often associated with values, different practical measures to present company values are introduced in the research. The point of virew for values and values-based management is very practical. As a practical thesis, the goal of the research project was to discover ways to define values in a more comprehensible way, and to enable their grounding throughout the organisation. The theoretical framework is focuses on theories of values as a part of organizational culture and theories concerning values-based management. The empirical research was carried out with a qualitative research method by using e-mail interviews. The data was compiled during winter 2009. The aim of the research was to find out how the personnel of Palmia relate to the company's values: to what extent the values are comprehendible and practical. The results indicate that Palmia´s values are familiar and understandable for the managerial personnel. No significant differences between different units appeared: values were not consid-ered too vague of a subject. Values were also seen as an important part of everyday manage-ment. The actual grounding process of values in Palmia is conducted through management, training programs, communication and various projects....

Henkisesti kuormittava työ on lisääntynyt viime vuosina ja se vaatii vastapainokseen hyvinvointia edistävää palautumista. Tämän opinnäytetyön tavoitteena oli suunnitella liikematkustajille suunnattu hyvinvointikonsepti Sokos Hotel Tapiola Gardeniin...
, the restaurant, coffee shop, lobby bar, sauna and a gym. In addition some services within the hotel grounds have been designed with outside cooperative companies as well as contract prices for the ser-vices of cooperative companies. As a result to the thesis...