Haku

NUORI YRITTÄJÄ Kyselytutkimus Riihenmäen koulun yrittäjyysluokan oppilaiden yrittäjyysasenteista Tutkimuksen tavoitteena oli kartoittaa Mäntsälän Riihenmäen koulun yrittäjyysluokalla opiskelevien oppilaiden yrittäjyysasenteita ja...
to entrepreneurial attitudes. Intention was also to research, whether the entrepreneur person is already recognised in some young people. This Bachelor’s thesis consists of a theory section and a survey. Questions of the survey are made on the grounds of the causal...

Hotelli- ja ravintola-alan perustutkinto on jatkuvan tarkastelun alla ja kehittämisen kohteena. Työskentelen ravintola- ja hotellipalvelualan tutkintotoimikunnassa, jonka tehtävänä on mm. toimia aloitteellisesti ...

Idea opinnäytetyölle syntyi omasta kiinnostuksesta ja rakkaudesta kahviin. Taustalla on myös työkokemukseni kahvin parissa. Teoriaosiossa kuvataan kahvia tuotteena ja palvelutuotteena. Opinnäytetyön tavoitteena oli selvittä, miten kahvilan asiakkaat...
Coffee as a serving product experienced by café’s customers The idea for the thesis was generated out of my own interest and love for coffee. It was also backed by my working experience with the product. The aim of this thesis is to find out how café customers experience coffee as a service product. Although Finland is one of the top countries of coffee consumption, the café culture is still in a relatively undeveloped state. In the theory section of the thesis, coffee is being described as a product and as a service product. The study was qualitative. The basis for the questionnaire form was the figure of Layers of Service Product by Ylikoski. The questionnaire was formulated by using the technical of indirect sentence filling. The data was collected in Lohja in autumn 2008 at cafés Konditoria St. Honoré and Torikahvila, and it was conducted by delivering the customers questionnaire forms. There were altogether 50 forms delivered of which 44 came back filled; 34 from St. Honoré and 10 from Torikahvila. The answers were altogether very similar regardless of age, sex or café. Coffee is a service product, a nucleus product around which assistance services and support services are formed. The results revealed that coffee was considered an important although not necessarily the crucial factor in choosing a café. The results indicate that the other heavily influential factors are location, company and previous positive experiences. The results of this thesis can be used in further studies of this subject. This data can also be exploited in founding a new café....

Opinnäytetyön tavoitteena oli tehdä omavalvontasuunnitelma Keravan Kartanolle. Keravan Kartano oli Laurea-ammattikorkeakoulun opiskelijoiden hoitama kokous- ja juhlapalveluyritys, jossa päivittäin ylläpidettiin myös kahvilaa. Keravan kaupungin...
Making a self-control plan for Keravan Kartano The purpose of the thesis was to make a self-control plan for Keravan Kartano. Keravan Kar-tano was a conference and banqueting service runned by students from Laurea University of Applied Sciences. There was also a cafeteria which was runned daily. Kartano, which is owned by the city of Kerava, has been active only in summers and the students, who have taken care of Kartano for six years, have been from the unit of Laurea Järvenpää. The writer of this the-sis worked for Kartano in summer 2008 as entrepreneurial student with six other entrepreneur students. Responsibilities included the updating of the old self-control plan of Kartano. The old self-control plan required comprehensive renewal so in the end it became the topic of this thesis. Making a self-control plan is statutory on every viand enterprises. The purpose of this project was to make a functional and practical self-control plan. Another aim was also to tell the basic facts how to work in the kitchen, banqueting hall and cafeteria of Keravan Kartano, and in that way facilitate the annually changing student group running the enterprise. This self-control plan is written so, that it can be used in Keravan Kartano in the future. Only the updates for self-control plan are annually required. The thesis is functional and it contains for drafting directions a self-control plan, the self-control plan, self-control forms and also a cleaning plan. Elaboration part contains theoretical facts for the self–control plan. It contains current information on continually changing hygi-enic and self-control matter. The different parts of the self-control plan have presented the self-control theory connected to Keravan Kartano’s action routines. The plan furthermore describes how should file the self-control and which forms are the right ones for it. It was necessary to have the operational self-control plan for Keravan Kartano as soon as pos-sible and the intention was to make it practical and explicit. When the self-control plan was made, it was approved by Kerava’s health inspector. The self-control plan was in Keravan Kartano last summer. During summer 2008 entrepreneur students evaluated the functionality of the plan so changes were made based on feedback and altered legislation for the final self-control plan. The theory part for the thesis was made after the functional part....

Laurea-ammattikorkeakoulu Tiivistelmä Laurea Leppävaara Palvelujen tuottamisen ja johtamisen koulutusohjelma Sari Fiessinger Henkilöstöravintola Apollon kokoustarjoilu –ja palvelukonseptin kehittäminen Vuosi 2009 Sivumäärä 35 Opinnäytetyön tarkoitus oli tutkia ja kehittää Fazer Amican henkilöstöravintola Apollon kokous –ja palvelukonseptia asiakastyytyväisyyskyselystä saatavien tuloksien avulla. Apollo sijaitsee oikeusministeriön tiloissa ja tarjoaa catering-palveluja valtion hallinnossa työskenteleville. Työn teoriaosuudessa kuvattiin palvelukonseptia ja sen osatekijöitä ja toimintaa kokonaisvaltaisesti. Työ kertoo, miten tärkeää yrityksessä on panostaa asiakasystävälliseen palvelukokonaisuuden toteuttamiseen ja sen jatkuvaan kehittämiseen. Opinnäytetyössä asiakkailta tiedusteltiin kyselylomakkeen avulla, että minkälaisia asioita he pitävät tärkeinä kokoustarjoilu- ja palvelukonseptiin liittyvissä asioissa. Kysely toteutettiin Amican omalla survette- kyselypohjalla. Kysely lähetettiin internetin välityksellä 80.lle oikeusministeriössä työskentelevälle henkilölle. Kyselyyn vastasi 34 henkilöä. Tutkimus oli määrällinen tutkimus. Vastauksista saatiin selville, että suurin osa vastanneista oli tyytyväisiä kokouskahvitustuotteisiin ja siihen liittyvään palveluun. Avoimista vastauksista saatiin selvemmin kehitysideoita, joita tullaan hyödyntämään jatkossa. Parhaimmat tulokset saatiin palvelutapahtumaan liittyvistä vastauksista, kuten kokouspalvelujen suunnitteluvaiheeseen liittyvissä asioissa. Kokoustuotteiden keveyteen ja kokoon haluttiin selkeimmin parannusta. Suurin osa vastaajista oli naisia ja 50 - 59 vuoden ikäisiä. Opinnäytetyötä tullaan hyödyntämään henkilöravintola Apollossa, jossa on jo tehty kokoustarjoiluun– ja palvelukonseptiin parannuksia opinnäytetyön tuloksia hyödyntämällä. Asiasanat: palvelu, palvelukonsepti, asiakastyytyväisyys...
consisted mostly of women in the age of 50-59 years. The bachelor’s thesis will be utilised in the staff restaurant Apollo where improvements in the conference catering and service concept have already been made based on the results of the thesis...

Opinnäytetyön aiheena oli asiakastyytyväisyyskyselyn suunnittelu ja toteutus. Tavoitteena oli selvittää kyselyn avulla Vantaalla sijaitsevan VTI Technologies Oy:n henkilökunnan tyytyväisyys yrityksen tilojen siivoukseen, siivoustyöntekijöihin sekä...
Customer Contentment Survey about the Quality of Cleaning Case: VTI Technologies Oy The subject of this study was to plan and carry out a survey for customer contentment. The target was to find out the contentment with cleaning in the company premises, cleaners and the cleaning management in VTI Technologies in Vantaa from the point of view of the personnel. The special interests on the matter were the things which respondents were not content with in the cleaning. SOL Services Inc is responsible for cleaning the premises of VTI Technologies. The results of the survey are meant for SOL to use for help improve services in VTI Technologies. One the writers of this thesis works at OL Services as a supervisor for the cleaners. The topic of this study was very personal for her, because it concerned also her own work as an instructor. The survey was targeted for the whole personnel in VTI Technologies n Vantaa. The personnel consists of 272 employees. Due to the large size of the target group, we decided to carry out the inquiry as a form survey. The questionnaire contained multiple choice questions and open questions. An English version of the form was made for foreign employees. The customer contentment questionnaire was delivered between the 16th of March and the 3rd of April 2009. At first a week and a half was given for response, but due to the low percentage of response, the length of time to respond was prolonged. Altogether we got 74 answers. The answering percentage was 27,2 per cent. In the frame of reference in this study service, the quality of service and customer contentment were discussed. According to the esults of the survey, most improvements to be made were in the interaction skills of the cleaners, the track of their work and in the reachability. In the matters concerning the premises, improvements must happen for example in toilets, stairs, lunch rooms and in raising the quality of cleaning in dressing rooms. The most emphasis in the open questions were put on wiping dusts and reassuring the sufficiency of the toilet and handpapers. The most surprising matter of the results was that the majority of respondents had no experience concerning the cleaning management....

Ny Nordisk Mat, NNM, on Pohjoismaisen ministerineuvoston rahoittama määräaikainen hanke vuosille 2007 - 2009. Kyseessä on kaikki Skandinavian maat yhdistävä ruokakulttuurihanke. NNM:n tarkoituksena on vahvistaa Pohjolan imagoa ruoka- ja...
The future of Ny Nordisk Mat project Ny Nordisk Mat, NNM, is a Scandinavian food culture project running between 2007 and 2009. The project is financed by the Nordic Council of Ministers. The purpose of NNM is to improve food culture and tourism in the Nordic countries as well as to increase knowledge and raise the atractiveness of local ingredients. This thesis is based on the need to think about the prospects of Ny Nordisk Mat. I have researced how NNM could be run in the future, and I got this assignment from a Finnish member of the project’s executive group and Finland’s Food Ambassador. A central part of my work has been to get to know the project and food culture as well as to map future threats and opportunities. In my work, which has a futurology nature, I have used methods like literature reviews, theme interviews, e-interviews with the specialists, futuretables, scenarios and megatrends. The goal of my research has been not only to build a picture of Ny Nordisk Mat but also to understand those internal and external factors that affect the project. It was especially challenging to combine multiple research results into a clear and inclusive picture of the project. Futurology is a challenging but interesting method to do research. Because of the unstable nature of the future it is not possible to get a completely right answer to the research questions. As a futurologist I have kept my eyes open and examine different possibilities. As a result I get an assortment of scenarios and development ideas. While doing this research I got a positive view of NNM –projects opportunities in the future. In the beginning it took a while to build up a picture of a project’s dimensions, realization and organization, but in the end I found out that the ideology behind the project has a balanced base. I think in the future it would be important to update the project by focusing more on certain sectors. Development should be based on the goals of the project and achievements done so far. Even though the project is completed it would be desirable not to stop the promotion of Scandinavian food culture when its financing is finished. In July 2009 the Council of Ministers will decide whether to continue NNM or not. Despite the decision some constructive plans for the future should be made already now. Examples of considerable ideas are to strengthen the project brand and productize it, and let for example students to analyze impressiveness and results of the project....

Opinnäytetyön toimeksiantajana toimi Laurea ammattikorkeakoulu. Opinnäytetyö on osa Mmm.. (Moniaistisuus Matkailun Markkinointiviestinnässä)-hanketta. Hanke on Laurea-ammattikorkeakoulun ja Valtion teknillinen tutkimuskeskusen(myöhemmin VTT...
of multiple senses, in this thesis, is the use of more than two senses simultaneously as a supportive marketing method. The use of multiple senses is limited to tourism marketing communications. Tourism consists of hotel and restaurant industry, different...

Työssä tutkittiin kuluttajien mielikuvia punaviinin terveysvaikutuksista. Opinnäytetyössä kerrotaan punaviinin historiasta, jonka jälkeen kerrotaan punaviinin tekotavoista ja tekovaiheista. Tässä osiossa myös kerrotaan, mistä punaviinin ainesosat...
How red wine affects your health: consumers’ images The objective of this thesis is to find out consumers’ images of health effects of red wine. This thesis includes studies of the history of red wine and the phases of making red wine. First section of the thesis also includes what red wine contains, where all the ingredients comes from and what are their effects on red wine. As well as all the nutrients are listed, this part of the thesis includes energy content of red wine and how all these nutrients and energy con-tent effects on human body. Therefore these nutrients are classified in basicnutrients, carbohydratefractions, fats, minerals and trace elements and vitamins. In this thesis there are listed the good effects and bad effects that has influence on health. Which nutrients are the good and which are bad for health. The nutrients that are bad for health are ethylcarbamate, biogenic amines, sulfur and microbes like molds and yeasts. The nutrients which are good for health are phenolic compounds. In this thesis there are studies of phenolic compounds in human health and effects of alcohol on human health. There were articles and researches to pave the way for another research that were made for this thesis. This research made for this thesis is about consumers images of health effects of red wine. Questionnaires were used in this research. The results of this questionnaire were received by answers of 82 persons. The results were analyzed in diagrams and separated headings that included response rate of all respondents. From the results became clear that the knowledge of consumers in Finland about health ef-fects of red wine is good and consumers in Finland believes that red wine is on a certain degree good for health. However, Finnish consumers are not willing to buy red wine because of the good components included in red wine....

palvelutarjontaa tullaan laajentamaan ja ulkoilualueena kehittämään sekä kansallisesti että kansainvälisesti tulevaisuudessa. Espoon Solvallan urheiluopiston läheisyyteen rakennettava Nuuksiokeskus on arvioitu avattavan vuonna 2011 ja sen kohderyhmäksi...
Laurea University of Applied Sciences Leppävaara Service Management Programme Consumer Studies Liisa Pietilä The international travellers' expectations of the National Park's nourishment services The service supply of Nuuksio National Park, located in Espoo, will be expanded, and it will be developed as an outdoor exercise area in the future both nationally and internationally. The Nuuksio Centre, which will be built near the Solvalla Sports College in Espoo, is estimated to be opened in 2011, and its primary focus group among the leisure travellers is defined as the foreign and congress guests. This dissertation's purpose was to produce new information for the Nuuksio National Park about what kind of nourishment services international travellers appreciate. The goal was to find out what kind of nourishment services the international travellers expect from a National Park. This study was implemented with a quantitative study action by using a survey questionnaire. The material was gathered through questionnaire from the basic group, which is formed by the Congress Hotel Radisson SAS Seaside's 443 international customers. The study's sample was chosen from the Radisson SAS Seaside's customer register by using a simple random selection. The sample obtained from the basic group contains one hundred international customers, who visited the hotel when the survey was done. The results obtained from the study were handled through cross tabling, at the same time by searching dependencies between the variables by using the Chi square-test. From the hundred of international travellers who attended to this research regarded that very important nourishment services in the Nuuksio National Park were journey dining (60 %), café (40 %) and dining restaurant (36 %). The restaurant where food and the place are ordered was considered a mainly important service (37 %) but the grocery shop (41%) and the café where coffee and place are ordered (38 %) were considered unimportant services. The bar (53 %) and night club (86 %) were not regarded at all as important nourishment services in the Nuuksio National Park. According to all the hundred of participants, the personnel's professional skill and friendliness (53 %) and high quality of product (49 %) were noted as very important quality factors of the service. Quick service (47 %), the cheapness of product and service (45 %), many-sided selection of products (49 %) and the place's cosiness (45 %) were mainly experienced as the nourishment services' quality factors. Service provider's reputation and credibility (33 %) was mainly experienced as not important quality factor in nourishment services. Some other things that were revealed were the emphasis on Finnishness and Finnish traditions in the services. Key words: the Nuuksio National Park, international travellers, customer expectations and nourishment services....