Haku
Viitteet 441-450 / 1005
Maailma kylässä -festivaali 2015 : Kävijätutkimus
(Laurea-ammattikorkeakoulu, 2015)
ymmärtämiseksi.
Opinnäytetyö oli kehittämistutkimus. Kävijätutkimus toteutettiin lomakehaastatteluina festivaaliviikonloppuna 23. - 24.5.2015. Haastattelutulokset analysoitiin ja kuvattiin kysymyksittäin joko kvantitatiivisesti vastatausprosentein tai...
The purpose of this thesis was to continue the improvement of the World Village Festival by using visitor data. The purpose was to produce information about the festival visitors for the commissioner. What the visitors hope from the festival and how the event could be improved from the visitors’ point of view were the main research questions. In addition to the im-provement of the festival, the purpose was to improve the execution of the visitor survey. The objective of the thesis was to create a visitor survey for the commissioner, Kepa. The survey was used to examine the experience and consumption behaviors of the World Village 2015 festival visitors, during the festival. Their opinions on the matters that are important to Kepa ry were also investigated. The research results from 2015 were compared to the results of the two previous visitor surveys on the parts that were possible. In addition to this, the objective was to establish visitor personas and corresponding customer journeys for three dif-ferent types of visitor groups of the festival, by applying service design methods. Based on the data received from the visitor survey, improvement suggestions were drawn up for the future World Village Festivals. In the theoretical framework the main concept was consuming. Theory of consuming was added to the thesis, so that the opinions of the visitors could be analyzed from different points of view. Theory of events was covered shortly, so that the basic function of them would be comprehended. The thesis was a development research. The visitor survey was executed as form interviews during the festival weekend in May 2015. The interview results were analyzed and shown, as they were questioned, either as quantitative response rates or qualitative content analyzing. Service design was implemented in persona and customer journey figures. The research results were used to create information about the festival visitors. By comparing the results to previous results, the objective was to examine the changes in visitor behavior and also in their opinions. With three visitor profiles and their customer journey figures, in-formation about how to create an even more customer oriented festival experience was cre-ated for the commissioner. The size of the festival compared to the action going on was one of the topics that surfaced from the results. For example by opening up the walking lanes, a more pleasant festival experience would be created for the visitors. When creating the visitor survey in the future, execution should be considered more carefully....
The purpose of this thesis was to continue the improvement of the World Village Festival by using visitor data. The purpose was to produce information about the festival visitors for the commissioner. What the visitors hope from the festival and how the event could be improved from the visitors’ point of view were the main research questions. In addition to the im-provement of the festival, the purpose was to improve the execution of the visitor survey. The objective of the thesis was to create a visitor survey for the commissioner, Kepa. The survey was used to examine the experience and consumption behaviors of the World Village 2015 festival visitors, during the festival. Their opinions on the matters that are important to Kepa ry were also investigated. The research results from 2015 were compared to the results of the two previous visitor surveys on the parts that were possible. In addition to this, the objective was to establish visitor personas and corresponding customer journeys for three dif-ferent types of visitor groups of the festival, by applying service design methods. Based on the data received from the visitor survey, improvement suggestions were drawn up for the future World Village Festivals. In the theoretical framework the main concept was consuming. Theory of consuming was added to the thesis, so that the opinions of the visitors could be analyzed from different points of view. Theory of events was covered shortly, so that the basic function of them would be comprehended. The thesis was a development research. The visitor survey was executed as form interviews during the festival weekend in May 2015. The interview results were analyzed and shown, as they were questioned, either as quantitative response rates or qualitative content analyzing. Service design was implemented in persona and customer journey figures. The research results were used to create information about the festival visitors. By comparing the results to previous results, the objective was to examine the changes in visitor behavior and also in their opinions. With three visitor profiles and their customer journey figures, in-formation about how to create an even more customer oriented festival experience was cre-ated for the commissioner. The size of the festival compared to the action going on was one of the topics that surfaced from the results. For example by opening up the walking lanes, a more pleasant festival experience would be created for the visitors. When creating the visitor survey in the future, execution should be considered more carefully....
Heippa-palvelun konseptin testaaminen
(Laurea-ammattikorkeakoulu, 2015)
Tämä toiminnallinen opinnäytetyö käsittelee sähköisen Heippa -palvelun konseptitestausta. Heippa on suomalainen kehitteillä oleva yhteisöpalvelu, jonka tarkoitus on yhdistää vapaaehtoiset auttajat ja apua tarvitsevat ihmiset. Opinnäytetyön...
This practical thesis covers the concept testing of an e-service called Heippa. Heippa is a Finnish social networking service that is currently under development. The idea of the service is to connect the people in need of help with volunteers, who are willing to provide it. The objective of the thesis was to assist in the concept design of the Heippa Service by studying the simulated user experience of the service. This thesis was commissioned by the developer team of the Heippa Service. The purpose of this thesis is to study whether the potential users feel that the service is engaging, is providing added value, and are interested in building its community and culture. The theoretical framework consists of defining the thesis’ operational environment, defining the requirements for the consumer culture of an e-service and the generation of value in the service process. Information about the user experience was gathered by testing the concept in four workshops with potential users. The workshops were attended by four test users. The target group was 20-25 year old students. The concept testing was carried out by simulating the intended user experience with various existing messaging services. The prototypes and the questions asked in the workshops were developed on the basis of the theoretical framework. The results suggest that the test users with active life styles did not feel the Heippa Service is providing a sense of community, which they would not experience in their regular social networks already. However, the sense of personal guidance was perceived to be valuable by the test user, who employed the service for the purpose of seeking help. The possibility for a dialogue, which the service enabled, was also seen as valuable. In general, the interest to use Heippa and the appeal of the concept seem to be varying within the test group. Technologically the test validated that there are not any barriers preventing the adoption of the service in the tested target segment, as the use of comparable tools and services was common. The test users, who simulated the helpers of the service, felt that value was created by the opportunities of developing oneself, spending time and offering help. The appreciation of the answers and possible rewarding were also seen as important. The reasons for not joining the service were the required daily efforts, the time consumed answering the questions and the lack of motivation to use one’s free time to help strangers. The Heippa Service should continue to test the concept and examine how the elder target groups would engage with it. It is also crucial to study how people with smaller social networks experience the sense of community within the service. Lastly it is vital for the Heippa Service to discover which values allure the helpers to join the service in the future. Keywords: Concept testing, e-services, user experience, using culture, value creation...
This practical thesis covers the concept testing of an e-service called Heippa. Heippa is a Finnish social networking service that is currently under development. The idea of the service is to connect the people in need of help with volunteers, who are willing to provide it. The objective of the thesis was to assist in the concept design of the Heippa Service by studying the simulated user experience of the service. This thesis was commissioned by the developer team of the Heippa Service. The purpose of this thesis is to study whether the potential users feel that the service is engaging, is providing added value, and are interested in building its community and culture. The theoretical framework consists of defining the thesis’ operational environment, defining the requirements for the consumer culture of an e-service and the generation of value in the service process. Information about the user experience was gathered by testing the concept in four workshops with potential users. The workshops were attended by four test users. The target group was 20-25 year old students. The concept testing was carried out by simulating the intended user experience with various existing messaging services. The prototypes and the questions asked in the workshops were developed on the basis of the theoretical framework. The results suggest that the test users with active life styles did not feel the Heippa Service is providing a sense of community, which they would not experience in their regular social networks already. However, the sense of personal guidance was perceived to be valuable by the test user, who employed the service for the purpose of seeking help. The possibility for a dialogue, which the service enabled, was also seen as valuable. In general, the interest to use Heippa and the appeal of the concept seem to be varying within the test group. Technologically the test validated that there are not any barriers preventing the adoption of the service in the tested target segment, as the use of comparable tools and services was common. The test users, who simulated the helpers of the service, felt that value was created by the opportunities of developing oneself, spending time and offering help. The appreciation of the answers and possible rewarding were also seen as important. The reasons for not joining the service were the required daily efforts, the time consumed answering the questions and the lack of motivation to use one’s free time to help strangers. The Heippa Service should continue to test the concept and examine how the elder target groups would engage with it. It is also crucial to study how people with smaller social networks experience the sense of community within the service. Lastly it is vital for the Heippa Service to discover which values allure the helpers to join the service in the future. Keywords: Concept testing, e-services, user experience, using culture, value creation...
Palveluprosessin kehittäminen kauppakassi-palvelulle: Case PiggyBaggy
(Laurea-ammattikorkeakoulu, 2015)
toivomuksesta palvelun parantaminen kohdistettiin ainoastaan vanhuksiin. Tällä hetkellä palvelun parissa ei ole juurikaan vanhuksia ja tämän vuoksi tähän aihealueeseen haluttiin saada parannusta.
Yhä enemmän vanhukset asuvat yksinään kotona ja hoitavat...
The objective of this thesis was to improve the service process of PiggyBaggy’s shopping bag service to become more useful for elderly people. The thesis was commissioned by PiggyBaggy, which provides shopping bag services on the internet. The commissioner’s wish was to improve the services to become better suited for elderly people. At the moment the service is not functional for elderly people and that was the main reason to develop the service. Elderly people are living alone to a greater extent and taking care of their daily chores by themselves. Some old people are in a bad shape or immobilized and that is why they cannot manage by themselves. PiggyBaggy’s manager would like to help elderly people’s lives with their contribution in the contemporary society and that is why the target group was selected specifically as the elderly. The purpose of this thesis was to improve the company’s potentiality to work with elderly people and provide them better and more detailed service. Now the elderly are not using this exact shopping bag service. The service is hard to reach for some elderly people because they do not use the internet. This is the main reason why they do not receive enough information and get all the benefits of PiggyBaggy. The theoretical framework of the thesis covers developing services, customer’s involvement in the service development and service quality. In this thesis the service is targeted at a certain group of people. The thesis does not include any information about the technical aspects of the PiggyBaggy service. The research methods used derive from Stefan Moritz’s service design model’s three stages; understanding, generating and realizing. In the understanding stage the methods were theme interview and benchmarking. Both of these methods support well information collecting. In the generating stage the methods were personas, service path and brainstorming. In the realizing stage the method was a blueprint graph. The main problems, which were discovered during the thesis, were service ordering and safety issues. The service can only be ordered on the internet. The internet can be a too complicated way to order anything to many elderly people. Many elderly people do not even own a computer. It was also discovered that they do not think that PiggyBaggy’s service is safe. PiggyBaggy’s service can be delivered by anyone so it can also be a risk. Keywords: service, service development, service process...
The objective of this thesis was to improve the service process of PiggyBaggy’s shopping bag service to become more useful for elderly people. The thesis was commissioned by PiggyBaggy, which provides shopping bag services on the internet. The commissioner’s wish was to improve the services to become better suited for elderly people. At the moment the service is not functional for elderly people and that was the main reason to develop the service. Elderly people are living alone to a greater extent and taking care of their daily chores by themselves. Some old people are in a bad shape or immobilized and that is why they cannot manage by themselves. PiggyBaggy’s manager would like to help elderly people’s lives with their contribution in the contemporary society and that is why the target group was selected specifically as the elderly. The purpose of this thesis was to improve the company’s potentiality to work with elderly people and provide them better and more detailed service. Now the elderly are not using this exact shopping bag service. The service is hard to reach for some elderly people because they do not use the internet. This is the main reason why they do not receive enough information and get all the benefits of PiggyBaggy. The theoretical framework of the thesis covers developing services, customer’s involvement in the service development and service quality. In this thesis the service is targeted at a certain group of people. The thesis does not include any information about the technical aspects of the PiggyBaggy service. The research methods used derive from Stefan Moritz’s service design model’s three stages; understanding, generating and realizing. In the understanding stage the methods were theme interview and benchmarking. Both of these methods support well information collecting. In the generating stage the methods were personas, service path and brainstorming. In the realizing stage the method was a blueprint graph. The main problems, which were discovered during the thesis, were service ordering and safety issues. The service can only be ordered on the internet. The internet can be a too complicated way to order anything to many elderly people. Many elderly people do not even own a computer. It was also discovered that they do not think that PiggyBaggy’s service is safe. PiggyBaggy’s service can be delivered by anyone so it can also be a risk. Keywords: service, service development, service process...
2nd screen television katselukokemuksessa
(Laurea-ammattikorkeakoulu, 2015)
on kuluttajan aktiivisuus 2nd screen-laitteella television katsomiskokemuksessa. Alaongelmana tutkitaan erityisesti television roolia ärsykkeen antajana. Teoriaosuudessa käydään läpi jo olemassa olevaa informaatiota kuluttajista ja siitä, miten tietoa...
The subject of this thesis is to explore the actions of Finnish consumers while watching television, in an age where different devices have become a part of the viewing experience. The subject was restricted to 20-30-year-old consumers, who own a mobile phone, tablet or computer besides a television. The study examines the television sourced stimuli, which the con-sumer reacts to. These reviews will provide information, which is interpreted to provide deeper information on the consumer’s behavior patterns. Social Television as well as 2nd screen are rather unknown concepts to Finnish consumers. Media companies have noticed consumers’ activity to use media devices and services. The mobile internet gives broad possibilities to build services that supports the television watching. Second screen applications are made to produce a more complete experience of media events while watching television. In addition to these applications, consumers also react to multiple stimuli produced by the television. These stimulations cause a variety of actions such as seeking and sharing information or provoking to conversation. The main research question is the consumer’s activity in a 2nd screen environment while watching television. It will give information on the television as a source of stimuli. The theoretical section goes through the existing and studied consumer information and it also provides information on the methods of the data was searched for. The study is qualitative, and the method of material procurement was theme-interview and TV-watching-journal. The study scrutinizes various models of activity. Services must be personalized, give value to the consumer and also be rewarding. There are as many consumer standards of activities as there are television viewers. The Y-generation experience all the different devices and services easy to use. The interview’s results showed that television gives a great amount of stimuli causing reactions. The stimuli to which the consumer responds, are very diverse. The main action caused by the stimuli was information seeking. The actual tv-programmes' 2nd screen applications were unknown or unpopular. Television programs that offered a possibility to participate did not make the target group active....
The subject of this thesis is to explore the actions of Finnish consumers while watching television, in an age where different devices have become a part of the viewing experience. The subject was restricted to 20-30-year-old consumers, who own a mobile phone, tablet or computer besides a television. The study examines the television sourced stimuli, which the con-sumer reacts to. These reviews will provide information, which is interpreted to provide deeper information on the consumer’s behavior patterns. Social Television as well as 2nd screen are rather unknown concepts to Finnish consumers. Media companies have noticed consumers’ activity to use media devices and services. The mobile internet gives broad possibilities to build services that supports the television watching. Second screen applications are made to produce a more complete experience of media events while watching television. In addition to these applications, consumers also react to multiple stimuli produced by the television. These stimulations cause a variety of actions such as seeking and sharing information or provoking to conversation. The main research question is the consumer’s activity in a 2nd screen environment while watching television. It will give information on the television as a source of stimuli. The theoretical section goes through the existing and studied consumer information and it also provides information on the methods of the data was searched for. The study is qualitative, and the method of material procurement was theme-interview and TV-watching-journal. The study scrutinizes various models of activity. Services must be personalized, give value to the consumer and also be rewarding. There are as many consumer standards of activities as there are television viewers. The Y-generation experience all the different devices and services easy to use. The interview’s results showed that television gives a great amount of stimuli causing reactions. The stimuli to which the consumer responds, are very diverse. The main action caused by the stimuli was information seeking. The actual tv-programmes' 2nd screen applications were unknown or unpopular. Television programs that offered a possibility to participate did not make the target group active....
Markkinoinnin mahdollistaminen opetusravintolassa markkinointisuunnitelman ja ohjemanuaalin avulla - Case Á la carte ravintola Flow
(Laurea-ammattikorkeakoulu, 2015)
oppimisprosessia.
Opinnäytetyö eteni palvelumuotoilun Stefan Moritzin kolmen vaiheen mukaisesti; ymmärrä, kehitä, toteuta. Työn teoriapohja koostui toimeksiantajan ja Flow-ravintolan esittelystä, markkinoinnin suunnitteluprosessista ja sen käsitteistä...
The objective of this thesis was to build a marketing plan for the à la carte restaurant Flow. The purpose of this thesis was to increase the number of visitors in Flow, especially students. In addition, the purpose was to ensure continuous...
The objective of this thesis was to build a marketing plan for the à la carte restaurant Flow. The purpose of this thesis was to increase the number of visitors in Flow, especially students. In addition, the purpose was to ensure continuous...
Kokouspalveluiden kehittäminen
(Laurea-ammattikorkeakoulu, 2015)
Tämän laadullisena kehittämisprosessina toteutetun opinnäytetyön aiheena on suunnitella konkreettisia kehitysehdotuksia kokouspalveluiden kehittämiseksi. Opinnäytetyön tarkoituksena on kehittää kokouspalveluita asiakaslähtöisesti osaksi hotellin kokonaispalvelukattausta, ja tavoitteena on luoda tulokseksi yhtenäinen kokonaisuus, jonka avulla hotelli pääsee kehittymään yhdeksi johtavista kokoushotelleista pääkaupunkiseudulla. Kohdeyrityksenä toimii Hotelli K, joka on kokous- ja vapaa-ajan matkailuun keskittyvä hotelli Espoossa.
Opinnäytetyössä perehdytään siihen, miten Hotelli K:n kokouspalveluita voitaisiin kehittää nykyistä asiakaslähtöisemmiksi ja kuinka niille saataisiin kehitettyä yhtenäisempi ja tunnistettava ilme, joka jää asiakkaan mieleen. Ensimmäiseksi opinnäytetyössä kuvataan hotellia sekä työn kannalta keskeisiä asioita. Sen jälkeen esitellään teoreettinen viitekehys, jossa pääkäsitteitä ovat kokouspalvelut, asiakaslähtöisyys ja kehittäminen sekä konseptointi.
Opinnäytetyöprosessi jakautuu kolmeen eri vaiheeseen; nykytilanteen kartoitukseen, kehittämiseen sekä tuotoksen esittelyyn. Ensimmäisessä vaiheessa käytetään menetelminä jo olemassa olevan datan tutkimista sekä haastattelua. Tutkimusmateriaalina käytetään hotellilta saatuja kokousasiakkaiden antamia palautteita, joita on lupa käyttää työssä anonyymisti. Haastattelujen kohteena ovat vastaanottopäällikkö, vastaanottovirkailija, sekä yksi satunnaisesti valittu kokousasiakas. Tuloksia analysoidaan ja niistä poimitaan kehittämisen kannalta tärkeimmät seikat. Toisessa vaiheessa keskitytään kehittämiseen, jossa menetelmänä käytetään benchmarkingia. Benchmarking - kohteita on kolme: Kongressimessut 2015, Kokoushotelli M, sekä Elämyksiä tuottava yritys. Kolmannessa vaiheessa kehitysehdotukset esitellään ja perustellaan.
Kehittämisprosessista saadut tulokset esitetään tiivistettyinä kehitysehdotuksina, jotka yritys saa käyttöönsä. Kehitysehdotuksista käy ilmi asiakkaiden toiveet ja tarpeet, ja kuinka kehittää yksilöllisempi ilme hotellille. Tulosten avulla hotelli voi kehittää omaa toimintaansa eteenpäin. Tämän vuoden aikana hotellilla on jo alettu toteuttaa työssä ilmeneviä kehitysehdotuksia. Niillä on ollut selkeä vaikutus palvelunlaatuun sekä asiakkaiden kokemuksiin. Se ilmenee esimerkiksi negatiivisen palautteen määrän vähenemisenä ja asiakassuhteiden jatkuvuudessa....
This thesis is executed as a qualitative development process and the subject is developing meeting services in a hotel. The purpose of the thesis is to improve the meeting services to obtain a more customer oriented approach and merge the services...
This thesis is executed as a qualitative development process and the subject is developing meeting services in a hotel. The purpose of the thesis is to improve the meeting services to obtain a more customer oriented approach and merge the services...
Markkinointisuunnitelman ja brändin rakentaminen Tmahl-yhtyeelle
(Laurea-ammattikorkeakoulu, 2015)
Tämän opinnäytetyön tavoitteena oli luoda Tmahl-nimiselle musiikkiyhtyeelle ensimmäisen levyn markkinointia varten markkinointisuunnitelma sekä luoda yhtyeelle uniikki brändi.
Opinnäytetyön tarkoituksena oli edistää yhtyeen ...
Comms.-ohjauspalvelun ja –viestintäpisteen tilasuunnitelma
(Laurea-ammattikorkeakoulu, 2015)
Comms.-ohjauspalvelu, joka on uusi Laurea-ammattikorkeakoulun sisäinen palvelu opiskelijoille ja henkilökunnalle. Opinnäyte-työn tarkoituksena oli kehittää Comms.-ohjauspalvelun toimistoa niin, että se tukee ohjauspalve-lun toimintaa ja samalla myös...
The objective of thesis was to design a space plan for Laurea University of Applied Sciences' Comms. Guiding Services and Comms. Workroom which are located on Leppävaara Campus. The thesis was commissioned by Comms. Guiding Services. Comms. Guiding Services is Laurea Universi-ty of Applied Sciences' new service for Laurea students and staff. The purpose of thesis was to de-velop Comms. Guiding Services' office so that it both supports the services conducted in the room and improves the well-being of the staff. The purpose was also to merge Comms. Guiding Services and Comms. Workroom. In this way the students, while working in Comms. Workroom, would also discover Comms. Guiding Services. The theoretical framework of thesis covers space planning and user-centered design. The used research methods were semi-structured interviews with staff and questionnaire. Space planning workshops and internal benchmarking carried out in the renovated facilities of Leppävaara Cam-pus were also used as research methods. The main result was that Comms. Guiding Services' facilities could be an activity-based working office, which would have distinct zones for different functions. Three zones were created into the office. These were a public zone open for all, a semi-public zone for the staff and a private zone for working in peace. The reshaping of Comms. Workroom in the space plan was mainly cosmetic, which would improve the interior design and through this the students' well-being. The results of the questionnaire revealed that the students are quite pleased with the current Comms. Workroom although indoor air and general noise in the work-room were a problem. Further research could measure staff satisfaction in the activity-based working office. The space plan for Comms. Workroom could be developed so that the space plan would be feasible. Reducing general noise and improving indoor air quality should be taken into consideration in the realization....
The objective of thesis was to design a space plan for Laurea University of Applied Sciences' Comms. Guiding Services and Comms. Workroom which are located on Leppävaara Campus. The thesis was commissioned by Comms. Guiding Services. Comms. Guiding Services is Laurea Universi-ty of Applied Sciences' new service for Laurea students and staff. The purpose of thesis was to de-velop Comms. Guiding Services' office so that it both supports the services conducted in the room and improves the well-being of the staff. The purpose was also to merge Comms. Guiding Services and Comms. Workroom. In this way the students, while working in Comms. Workroom, would also discover Comms. Guiding Services. The theoretical framework of thesis covers space planning and user-centered design. The used research methods were semi-structured interviews with staff and questionnaire. Space planning workshops and internal benchmarking carried out in the renovated facilities of Leppävaara Cam-pus were also used as research methods. The main result was that Comms. Guiding Services' facilities could be an activity-based working office, which would have distinct zones for different functions. Three zones were created into the office. These were a public zone open for all, a semi-public zone for the staff and a private zone for working in peace. The reshaping of Comms. Workroom in the space plan was mainly cosmetic, which would improve the interior design and through this the students' well-being. The results of the questionnaire revealed that the students are quite pleased with the current Comms. Workroom although indoor air and general noise in the work-room were a problem. Further research could measure staff satisfaction in the activity-based working office. The space plan for Comms. Workroom could be developed so that the space plan would be feasible. Reducing general noise and improving indoor air quality should be taken into consideration in the realization....
Olutopas myyjien osaamisen kehittämiseen: Case Alko Oy
(Laurea-ammattikorkeakoulu, 2015)
Tämän toiminnallisen opinnäytetyön tavoitteena oli laatia olutopas, jonka avulla pyrittiin lisäämään Alkon myyjien oluttietoutta. Oppaan tarkoituksena on lisätä oluen myyntiä ja mahdollistaa myyjien lisäkoulutus sekä myymälöissä että sisäisissä...
The objective of this functional thesis was to create a beer guide book to increase Alko’s salespersons’ knowledge about beer. The purpose of the beer guide book is to increase beer sales and enable supplemental training for salespersons in shops and in-house personnel training. The commissioner was Alko Oy. It is the only retail in Finland that has the exclusive right to sell alcoholic drinks with over 4.7% alcohol. Alko Oy is owned by the Finnish government. The theoretical section in this thesis focuses on writing a guide book, developing skills, product knowledge and beer. The main sub-themes were topics on writing a guide book, which includes typography, the meaning of pictures and the importance of personnel training. The development methods used in this thesis were theme interview, netscouting and benchmarking. The theme interviews provided some ideas what kind of a guide book would be needed. The theme interview was important because the results helped to define the subject. The substance of the beer guide book depicts hops and malts used in beer production and how to use beer in cooking. Netscouting and benchmarking helped to decide what the layout of the beer guide book would be like. The objective was to create the same layout as Alko’s own publications have. The outcome of this thesis was a beer guide book in printed and digital version. The beer guide book can be used in in-house personnel trainings and also in shops to help the salespersons in their work. Reading the beer guide book is effortless and it is easy to quickly find the exact information needed. The salespersons can offer better customer service with the help of this beer guide book. The commissioner gave excellent feedback and thought that the beer guide book contains relevant information....
The objective of this functional thesis was to create a beer guide book to increase Alko’s salespersons’ knowledge about beer. The purpose of the beer guide book is to increase beer sales and enable supplemental training for salespersons in shops and in-house personnel training. The commissioner was Alko Oy. It is the only retail in Finland that has the exclusive right to sell alcoholic drinks with over 4.7% alcohol. Alko Oy is owned by the Finnish government. The theoretical section in this thesis focuses on writing a guide book, developing skills, product knowledge and beer. The main sub-themes were topics on writing a guide book, which includes typography, the meaning of pictures and the importance of personnel training. The development methods used in this thesis were theme interview, netscouting and benchmarking. The theme interviews provided some ideas what kind of a guide book would be needed. The theme interview was important because the results helped to define the subject. The substance of the beer guide book depicts hops and malts used in beer production and how to use beer in cooking. Netscouting and benchmarking helped to decide what the layout of the beer guide book would be like. The objective was to create the same layout as Alko’s own publications have. The outcome of this thesis was a beer guide book in printed and digital version. The beer guide book can be used in in-house personnel trainings and also in shops to help the salespersons in their work. Reading the beer guide book is effortless and it is easy to quickly find the exact information needed. The salespersons can offer better customer service with the help of this beer guide book. The commissioner gave excellent feedback and thought that the beer guide book contains relevant information....
Verkkokaupan asiakaslähtöinen kehittäminen - Case Decanter Oy
(Laurea-ammattikorkeakoulu, 2015)
Tämä toiminnallinen opinnäytetyö käsittelee verkkokaupan asiakaslähtöistä kehittämistä. Toimeksiantajana on helsinkiläinen viini- ja keittiötarvikkeiden maahantuontiyritys Decanter Oy. Kohdeorganisaationa Decanter on tekijälle entuudestaan tuttu...









