Haku
Viitteet 401-410 / 1005
Terassitoiminnan kehittäminen palvelumuotoilun keinoin: Case: ravintola Nuevo
(Laurea-ammattikorkeakoulu, 2015)
Opinnäytetyön tarkoituksena oli kehittää ravintola Nuevon terassitoimintaa. Työn tavoitteena oli luoda terassille uusia toimintatapoja ja käytänteitä, joiden avulla palvelun laatu ja asiakaskokemus paranisi, ja henkilökunnan olisi mukavampi työskennellä terassilla. Tavoitteena oli, että terassilta saataisiin karsittua turhat työtehtävät pois, jotta henkilökunnan toiminta olisi ripeämpää ja täten mielekkäämpää.
Ravintola Nuevo on yksi Royal Ravintolat Oy:n ravintoloista. Nuevolla on käytössään kesäisin terassi, jonka toimintaan on kaivattu ehostusta. Nuevo on à la carte –ravintola, jossa on tarjolla espanjalaisia ruokia ja juomia.
Työn toteuttamiseksi oleellisia teoksia olivat Tuulaniemen Palvelumuotoilu (2013) ja Moritzin Service Design (2005) -teokset. Aluksi oli tärkeää perehtyä terassisäädöksiin ja vaatimuksiin. Teoria pohjautuu palveluun liittyviin käsitteisiin, kuten laadukkaaseen palveluun, palvelutapahtumaan, palvelumuotoiluun, asiakasymmärrykseen ja –kokemukseen. Asiakkaista tarvittiin ymmärrystä, sillä asiakas on keskeisessä osassa palvelua.
Opinnäytetyö tehtiin toiminnallisena työnä, ja se toteutettiin palvelumuotoilun menetelmiä käyttäen. Työn tutkimusmenetelminä käytettiin haastatteluja, benchmarkingia, varjostusta ja aivoriihtä. Saatujen tulosten perusteella terassille luotiin palvelupolku, Service Blueprint ja käyttäjäprofiilit. Hanke etenee viisiportaisen mallin, jonka osat ovat asiakasymmärrys ja määrittely (1), tutkimus (2), suunnittelu ja ideointi (3), toteutus (4) ja arviointi (5). Malli on mukaelma Tuulaniemen (2013) ja Moritzin (2005) malleista. Opinnäytetyön lopussa on hankkeen arviointia, jossa pohditaan työn onnistumista. Viimeisessä luvussa on yhteenveto ja johtopäätöksiä työstä....
The purpose of this thesis was to improve the terrace services of restaurant Nuevo. The objective was to create new ways to work and minimize unnecessary work tasks. As a result of these, service quality and customer experience are better...
The purpose of this thesis was to improve the terrace services of restaurant Nuevo. The objective was to create new ways to work and minimize unnecessary work tasks. As a result of these, service quality and customer experience are better...
Hotellivastaanottohenkilökunnan turvallisuuskartoitus
(Laurea-ammattikorkeakoulu, 2015)
Tämän opinnäytetyön tavoitteena oli tehdä kartoitus hotellien vastaanottovirkailijoiden työturvalli-suustilanteesta ja selvittää sen hallintaan liittyviä keinoja. Tavoitteena oli selvittää vastaajien ko-kemuksia heidän työturvallisuudestaan...
The objective of this thesis was make a survey about a hotel´s receptions staff´s working safety and to find methods for controlling it. The research questions were written to find out the re-spondent´s experiences on their working safety by using...
The objective of this thesis was make a survey about a hotel´s receptions staff´s working safety and to find methods for controlling it. The research questions were written to find out the re-spondent´s experiences on their working safety by using...
Elämyksen tuotteistaminen - Prototyyppi lounasravintolaan
(Laurea-ammattikorkeakoulu, 2015)
Tämän toiminnallisen opinnäytetyön aihe keskittyy elämykseen. Työn tarkoituksena oli tuotteistaa lounasravintolalle elämyksellinen tapa tarjota lounaspalveluita. Opinnäytetyön tavoitteena oli luoda lounasravintolalle uusi ja erilainen tapa lähestyä...
This operational thesis focuses on experience. The purpose was to productize a memorable way to provide lunch services in a lunch restaurant. The objective was to establish a new and different way to approach customers, commit them as users...
This operational thesis focuses on experience. The purpose was to productize a memorable way to provide lunch services in a lunch restaurant. The objective was to establish a new and different way to approach customers, commit them as users...
Liiketoimintasuunnitelma muusikoita vuokraavalle yritykselle
(Laurea-ammattikorkeakoulu, 2015)
Tämän opinnäytetyön tarkoituksena oli luoda liiketoimintasuunnitelma uudentyyppiselle muusikoita välittävälle yritykselle. Toimeksiantajina olivat kaksi keikkamuusikkoa. Tarve tähän uudentyyppiseen musiikkialan yritykseen lähti toimeksiantajien ja...
The purpose of this thesis was to create a business plan for a new type of company that provides musicians. The commissioners were two musicians. The need for this new type of company in the field of music industry was based on the commissioners’, and their musician colleagues’ experiences. In the music industry the musicians, who have not reached an artist status, and who play in a variety of events, often suffer from the industry’s project oriented nature, which leads to randomness in work assignments. The problem is often that supply and demand do not meet, unless the musicians happen to be at the right place at the right time. Several ideation talks held with different musicians were used as the framework for this thesis. Observations and suggestions that arose in these ideation talks were then used as the base for the new business plan. All ideas that were presented were carefully examined from a realistic viewpoint, in order to ensure that the business plan as a whole would be realistically feasible. In the beginning there was a slight risk that the business plan would be unprofitable or even completely impossible to carry out due to functionality based problems. In this thesis the content received from the ideation talks was placed into a business model wireframe. The business model wireframe for this thesis was chosen to be the Business Model Canvas. The Business Model Canvas was discovered to be suitable for a project of this type, because it relocated all the ideas into a group of different slots. It ended up piecing together a disconnected group of random ideas. The business plan produced in this thesis was analyzed by three different people from the music industry: a freelance musician, a musician playing in a band and an event producer. With these analyses it was possible to verify the functionality of the business plan in the field of music industry from multiple viewpoints. Even though the analyses pointed out a few solutions in the business plan that were not optimal, the end result was that a company running this business plan could have good prerequisites for operation in the field....
The purpose of this thesis was to create a business plan for a new type of company that provides musicians. The commissioners were two musicians. The need for this new type of company in the field of music industry was based on the commissioners’, and their musician colleagues’ experiences. In the music industry the musicians, who have not reached an artist status, and who play in a variety of events, often suffer from the industry’s project oriented nature, which leads to randomness in work assignments. The problem is often that supply and demand do not meet, unless the musicians happen to be at the right place at the right time. Several ideation talks held with different musicians were used as the framework for this thesis. Observations and suggestions that arose in these ideation talks were then used as the base for the new business plan. All ideas that were presented were carefully examined from a realistic viewpoint, in order to ensure that the business plan as a whole would be realistically feasible. In the beginning there was a slight risk that the business plan would be unprofitable or even completely impossible to carry out due to functionality based problems. In this thesis the content received from the ideation talks was placed into a business model wireframe. The business model wireframe for this thesis was chosen to be the Business Model Canvas. The Business Model Canvas was discovered to be suitable for a project of this type, because it relocated all the ideas into a group of different slots. It ended up piecing together a disconnected group of random ideas. The business plan produced in this thesis was analyzed by three different people from the music industry: a freelance musician, a musician playing in a band and an event producer. With these analyses it was possible to verify the functionality of the business plan in the field of music industry from multiple viewpoints. Even though the analyses pointed out a few solutions in the business plan that were not optimal, the end result was that a company running this business plan could have good prerequisites for operation in the field....
Markkinoinnin suunnittelu - Case IT-Päivät 2015
(Laurea-ammattikorkeakoulu, 2015)
suunnittelusta ja toteutuksesta. IT-Päivät on vuosittainen tapahtuma korkeakoulujen IT-ammattilaisille. Tapahtuman järjestäjävastuu vaihtuu vuosittain kuten myös tapahtuman teemat. Opinnäytetyön tuli tuottaa lisäarvoa tapahtuman markkinointiin.
Tarkoituksena...
The subject of this thesis was planning the marketing of an event. This thesis was commissioned by Laurea Events, which provides event services to Laurea and also to external customers. Laurea Events is responsible for the planning and implementation of the IT Days 2015 event. IT Days is an annual event for IT professionals working in higher education institutions. The responsible party for organizing the event varies from year to year, as well as the themes of the event. The thesis was written in order to create added value for the event marketing. The objective was to generate a marketing plan for the IT Days 2015 event. The idea was to reach the target group and obtain the designated headcount. The objective also included finding cost effective marketing channels and creating a marketing schedule. The marketing plan was meant to be used as a template in marketing planning in the coming years. The theoretical framework focused on marketing and its planning. The key terms included marketing, marketing plan and marketing operations. The theoretical knowledge was transferred into practice and the marketing plan was generated. While implementing the plan several methods were used. These included meetings with Laurea Events, interviewing, benchmarking, a piece of marketing research as well as SWOT, competitor and stakeholder analyses. The marketing channels to be used were described in the marketing plan and a schedule was also included. The commissioner and the writer evaluated the marketing plan and the conclusions are described at the end of the thesis. According to good company practices the marketing plan is only for the commissioner’s use....
The subject of this thesis was planning the marketing of an event. This thesis was commissioned by Laurea Events, which provides event services to Laurea and also to external customers. Laurea Events is responsible for the planning and implementation of the IT Days 2015 event. IT Days is an annual event for IT professionals working in higher education institutions. The responsible party for organizing the event varies from year to year, as well as the themes of the event. The thesis was written in order to create added value for the event marketing. The objective was to generate a marketing plan for the IT Days 2015 event. The idea was to reach the target group and obtain the designated headcount. The objective also included finding cost effective marketing channels and creating a marketing schedule. The marketing plan was meant to be used as a template in marketing planning in the coming years. The theoretical framework focused on marketing and its planning. The key terms included marketing, marketing plan and marketing operations. The theoretical knowledge was transferred into practice and the marketing plan was generated. While implementing the plan several methods were used. These included meetings with Laurea Events, interviewing, benchmarking, a piece of marketing research as well as SWOT, competitor and stakeholder analyses. The marketing channels to be used were described in the marketing plan and a schedule was also included. The commissioner and the writer evaluated the marketing plan and the conclusions are described at the end of the thesis. According to good company practices the marketing plan is only for the commissioner’s use....
Yövuorolaisten hyvinvointi hotelli- ja ravintola-alalla
(Laurea-ammattikorkeakoulu, 2015)
Tämän toiminnallisen opinnäytetyön tarkoituksena oli selvittää hotelli- ja ravintola-alan yötyöläisten hyvinvointiin ja jaksamiseen liittyviä kokemuksia. Tavoitteena oli tuottaa työntekijöille ja heidän esimiehilleen yötyöläisen tietopaketti, joka...
The purpose of this functional thesis was to research experiences of the wellbeing and energy levels of night shift workers in the field of restaurant- and hospitality management. The objective was to produce a compact informative package, which...
The purpose of this functional thesis was to research experiences of the wellbeing and energy levels of night shift workers in the field of restaurant- and hospitality management. The objective was to produce a compact informative package, which...
Markkinointisuunnitelma ammattikorkeakoulun rekrytointitapahtumalle Case: Network to get work
(Laurea-ammattikorkeakoulu, 2015)
Tämän toiminnallisen opinnäytetyön tavoitteena oli tuottaa markkinointisuunnitelma ja kehit-tää markkinointia asiakaspalautteiden pohjalta Laurea-ammattikorkeakoulun urapalveluiden Network to get work -tapahtumalle. Työn tarkoituksena oli tuottaa...
The objective of the thesis was to produce a marketing plan and develop the marketing of an event based on the customer feedback on the event, Network to Get Work. This thesis was a functional study commissioned by Laurea University of Applied Sciences. The purpose of the research was to produce a functional marketing plan for the commissioner, since there was no written marketing plan. The marketing plan is a practical and structured manuscript for the use of a variety of marketing measures. The author of this thesis participated in the implementation of the event in 2014, with mar-keting as the area of responsibility and was in charge of the operative planning and execution of marketing. This is how the commission for drawing up a marketing plan for the event to be held in 2015 was born. The theoretical section of the thesis consists of theory about marketing measures and the lifespan of an event. Different marketing measures and the phases of an event play an impor-tant role in the creation of a marketing plan. Qualitative research methods were used in this thesis. The methods used were observation, questionnaire and interview. It is vital for an event to collect customer experiences to im-prove the event with a customer-oriented view. The results of the research showed that the marketing of the event in 2014 was fairly successful. In the functional section of the thesis a marketing plan was created based on the results of the research. The marketing plan contains all the marketing measures from the planning of an event to its closing. The output of the thesis includes an event description and participant groups, a situational analysis, a marketing strategy, an action plan and a guide for follow-up and supervision of the marketing measures. In the marketing plan the different marketing measures have been described on a practical level and realization has been illustrated with the help of pictures. The commissioner can start the marketing process with the help of the marketing plan as the marketing plan has a structure for the use of time and marketing measures. The persons re-sponsible for the marketing can utilize the marketing plan in practice. The commissioner and other organizations that are planning their marketing for an event are able to benefit of the thesis in their marketing planning in the future....
The objective of the thesis was to produce a marketing plan and develop the marketing of an event based on the customer feedback on the event, Network to Get Work. This thesis was a functional study commissioned by Laurea University of Applied Sciences. The purpose of the research was to produce a functional marketing plan for the commissioner, since there was no written marketing plan. The marketing plan is a practical and structured manuscript for the use of a variety of marketing measures. The author of this thesis participated in the implementation of the event in 2014, with mar-keting as the area of responsibility and was in charge of the operative planning and execution of marketing. This is how the commission for drawing up a marketing plan for the event to be held in 2015 was born. The theoretical section of the thesis consists of theory about marketing measures and the lifespan of an event. Different marketing measures and the phases of an event play an impor-tant role in the creation of a marketing plan. Qualitative research methods were used in this thesis. The methods used were observation, questionnaire and interview. It is vital for an event to collect customer experiences to im-prove the event with a customer-oriented view. The results of the research showed that the marketing of the event in 2014 was fairly successful. In the functional section of the thesis a marketing plan was created based on the results of the research. The marketing plan contains all the marketing measures from the planning of an event to its closing. The output of the thesis includes an event description and participant groups, a situational analysis, a marketing strategy, an action plan and a guide for follow-up and supervision of the marketing measures. In the marketing plan the different marketing measures have been described on a practical level and realization has been illustrated with the help of pictures. The commissioner can start the marketing process with the help of the marketing plan as the marketing plan has a structure for the use of time and marketing measures. The persons re-sponsible for the marketing can utilize the marketing plan in practice. The commissioner and other organizations that are planning their marketing for an event are able to benefit of the thesis in their marketing planning in the future....
Leiriruokailun suunnittelu ja toteutus
(Laurea-ammattikorkeakoulu, 2015)
Tämän toiminnallisen opinnäytetyön aiheena on leiriruokailun suunnittelu ja toteutus Stadium Sports Camp –leirillä. Toimeksiantajana opinnäytetyössä toimii Laurea Leppävaaran opiskelijara-vintola BarLaurea, joka toimi ruokailutilana Stadium Sports...
The subject of this functional thesis is the planning and implementation process of camp food ser-vices at the Stadium Sports Camp. The commissioner of this thesis is Laurea Leppävaara’s student restaurant BarLaurea, which serves as a dining space...
The subject of this functional thesis is the planning and implementation process of camp food ser-vices at the Stadium Sports Camp. The commissioner of this thesis is Laurea Leppävaara’s student restaurant BarLaurea, which serves as a dining space...
Kohti laadukasta ja luotettavaa lipunmyynnin hallintaa
(Laurea-ammattikorkeakoulu, 2015)
Laurea-ammattikorkeakoulu Tiivistelmä
Leppävaara
Palvelujen tuottamisen ja johtamisen koulutusohjelma
Kujala, Kaisa
Kohti laadukasta ja luotettavaa lipunmyynnin hallintaa – Helsinki International Porsche Horse Show
Vuosi 2015 Sivumäärä...
Laurea University of Applied Sciences Abstract Leppävaara Degree Programme in Service Management Kujala, Kaisa Towards Quality and Reliable Ticket Sales Management in Helsinki International Porsche Horse Show Year 2015 Pages 45 The objective of this thesis was to draw up a handbook on ticket sales for Helsinki International Porsche Horse Show (Horse Show). The handbook was to include both a process description and a process map and toolkit for the persons in charge of ticket sales and customer service during the event. The purpose of this thesis was to develop the customer service of ticket sales and to provide some guidelines for the event’s board of managers on Customer Relationship Management (CRM). This functional thesis was commissioned by the CEO of the company organizing the event. This person is also the President of Horse Show. This thesis was commissioned as a result of the organizer’s perspective on the ticket sales process. Consequently, the commissioner’s partner’s viewpoint was also noticed in every phase of the process description. This partner operates in ticket sales and marketing branch. The research material was gathered by interviewing the persons responsible for ticket sales both from the organizer’s and partner’s viewpoint. Altogether four interviews were conducted. First two of them were mostly based on the strategic level of the ticket sales process. The other two interviews covered the operative level. The research material was analyzed according to different themes based on the theoretical framework, which consists of CRM, customer service and productisation of a sport event. The process description and map were created based on the analysis and a handbook was collected from the information of the process description. The outcome of the process of creating the handbook were several suggestions as how to develop customer service and upgrade CRM when planning ticket sales and marketing. In conclusion, all the objectives that were set for this thesis were fulfilled. The commissioner has evaluated the handbook very high when the question is developing the customer service process and ticket sales management. Keywords: Customer Relationship Management, customer service, productisation of a sport event...
Laurea University of Applied Sciences Abstract Leppävaara Degree Programme in Service Management Kujala, Kaisa Towards Quality and Reliable Ticket Sales Management in Helsinki International Porsche Horse Show Year 2015 Pages 45 The objective of this thesis was to draw up a handbook on ticket sales for Helsinki International Porsche Horse Show (Horse Show). The handbook was to include both a process description and a process map and toolkit for the persons in charge of ticket sales and customer service during the event. The purpose of this thesis was to develop the customer service of ticket sales and to provide some guidelines for the event’s board of managers on Customer Relationship Management (CRM). This functional thesis was commissioned by the CEO of the company organizing the event. This person is also the President of Horse Show. This thesis was commissioned as a result of the organizer’s perspective on the ticket sales process. Consequently, the commissioner’s partner’s viewpoint was also noticed in every phase of the process description. This partner operates in ticket sales and marketing branch. The research material was gathered by interviewing the persons responsible for ticket sales both from the organizer’s and partner’s viewpoint. Altogether four interviews were conducted. First two of them were mostly based on the strategic level of the ticket sales process. The other two interviews covered the operative level. The research material was analyzed according to different themes based on the theoretical framework, which consists of CRM, customer service and productisation of a sport event. The process description and map were created based on the analysis and a handbook was collected from the information of the process description. The outcome of the process of creating the handbook were several suggestions as how to develop customer service and upgrade CRM when planning ticket sales and marketing. In conclusion, all the objectives that were set for this thesis were fulfilled. The commissioner has evaluated the handbook very high when the question is developing the customer service process and ticket sales management. Keywords: Customer Relationship Management, customer service, productisation of a sport event...
Perehdyttämismateriaali hotelliravintolalle
(Laurea-ammattikorkeakoulu, 2015)
Tämän toiminnallisen opinnäytetyön aiheena oli perehdyttämismateriaalin laatiminen hotelli-ravintolalle ja sen kautta perehdytysprosessin kehittäminen. Toimeksiantajayritys opinnäytetyölle oli Scandic-hotelliketjuun kuuluva helsinkiläinen Scandic Marski. Tämän opinnäytetyön tarkoituksena on kehittää Scandic Marskin ravintolan iltavuoron perehdyttämisprosessia luoden sen tueksi toimiva tukimateriaali. Tavoitteena oli tutkia ravintolan tämän hetkisen perehdyttämisen toimivuutta ja laatua ja tuoda kehittämismahdollisuuksia esiin. Opinnäytetyön tuotoksena luotiin Marskin ravintolan iltavuoron uusien työntekijöiden käyttöön uusi, kaksiosainen perehdyttämismateriaali. Prosessin aikana kehitettiin ja hyödynnettiin olemassa olevaa pe-rehdyttämismateriaalia sekä tuotettiin kokonaan uutta sisältöä.
Toimeksiantajan tilauksesta ja oman työkokemukseni kautta lähdettiin suunnittelemaan kak-siosaista perehdytysmateriaalia Marskin iltavuoron uusien työntekijöiden käyttöön. Tarve perehdyt-tämisen kehittämiselle luomalla sille apuväline/materiaali oli todettu, sillä Marskilla ei ollut uusille työntekijöilleen selkeää materiaalia työnoppimisen tueksi. Materiaali on suunniteltu uusien a la carte-työntekijöiden oppimisen ja ammatillisen kehintyksen tueksi. Se edesauttaa työntekijän sopeutumista talon tavoille ja tutustumista työhön ja sen käytäntöihin. Materiaali on sähköisessä muodossa ja se lähetetään työntekijän sähköpostiin ennen ensimmäistä työvuoroa. Näin uusi työntekijä pystyy tutustumaan materiaalin sisältöön ennen työsuhteen alkua. Perehdytysmateriaali kokonaisuudessaan auttaa työntekijää tutustumaan yrityksen arvomaailmaan, hotellin yleisiin toimintatapoihin ja työn rutiineihin. Sen ensimmäinen osa käsittelee organisaatioperehdytykseen liittyviä asioita, kuten yrityksen toimintatapoja yleisesti, työsuhdeasioita ja yleisasioita hotellista. Toinen osa keskittyy työnopastuksen kannalta oleellisiin seikkoihin. Vaikka materiaali lähetetään ennakoiden työntekijälle sähköpostiin, perehdyttäjä käyttää samaa materiaalia apuvälineenään uuden työntekijän perehdyttämisprosessissa.Tämän vuoksi materiaalin liitteenä on muistilista, joka tukee järjestelmällistä perehdyttämistä ja asioiden läpikäyntiä perehdyttämisprosessissa. Uusi perehdyttämismateriaali parantaa Marskin uusien työntekijöiden perehdyttämistä ja helpottaa työhön tutustumista.
Perehdyttämismateriaalin pohjana on käytetty olemassa olevaa materiaalia niiltä osin, kuin ne olivat hyödynnettävissä. Teoreettisena viitekehyksenä toimi aiheeseen soveltuva kirjallisuus, kuten esimerkiksi henkilöstöjohtamiseen ja perehdyttämiseen liittyvät teokset. Tutkimusmenetelminä käytettiin teemahaastatteluja ja osallistuvaa havainnointia sekä varjostusta. Osallistuva havainnointi ja varjostus toteutuivat toimeksiantajayrityksessä iltavuorojen aikana. Syntynyt perehdyttämismateriaali on tarkoituksella tiivis ja verrattain suppea ja sisältää kaikista olennaisimmat asiat, jotta se palvelisi uuden työntekijän oppimista ja uuden omaksumista parhaalla mahdollisella tavalla....
The topic and purpose of this thesis was to improve the orientation process of Scandic hotel Marski’s à la carte restaurant by drawing up new orientation material to be used by new em-ployees. The objective of this functional thesis was to research...
The topic and purpose of this thesis was to improve the orientation process of Scandic hotel Marski’s à la carte restaurant by drawing up new orientation material to be used by new em-ployees. The objective of this functional thesis was to research...









