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Yhteyskeskuksen asiakaspalvelun laadun kehittäminen
(Laurea-ammattikorkeakoulu, 2014)
Tämän opinnäytetyön aiheena on Finnair plus kanta-asiakasohjelman asiakaspalvelun laadun seuranta. Asiakaspalvelutilanteissa laadun merkitys korostuu, joten sen mittaamiseen ja arviointiin täytyy käyttää aikaa ja vaivaa. ...
Bränditutkimus asiakkaan näkökulmasta: Case Panimoravintola Bryggeri Helsinki
(Laurea-ammattikorkeakoulu, 2014)
Tämän tutkimuksellisen opinnäytetyön tavoitteena oli selvittää panimoravintola Bryggeri Helsingin itselleen asettamien brändikriteerien kohtaamista asiakkaan kokemusten ja näkemysten kanssa. Lisäksi tavoitteena oli selvittää Bryggerin kilpailuvaltit...
The objective of this thesis was to examine whether the brand criteria of Bryggeri Helsinki responds with the opinions and experiences that their customers have. The objective was also to list which are Bryggeri’s competitive advantages and weak spots. The purpose was to produce possible ideas for developing the commissioner’s brand and strengthening it. The theoretical framework of the research was constructed around brand and how to build it. The customer oriented way of thinking and customer experience were also important terms for the research. The concept of brand was explained from the restaurant field’s point of view and how it affects the consumer’s selection. The customer oriented way of thinking was discussed with the needs of a customer as the standpoint and how they should be noticed in the marketing. Material for the research was collected by using four different research methods, which were semi-structured interview, observation, focus group and customer survey. The person interviewed was restaurant manager of Bryggeri, who told about Bryggeri’s brand. Information about Bryggeri’s daily practices and how the customer oriented way of thinking is shown in them was collected by observation. The focus group was held as a free conversation and to complement the results of other methods. The customer survey was implemented as an internet survey and as a paper version. The purpose of the customer survey’ was to collect data about how the customers experience Bryggeri’s brand. The results of the research were that Bryggeri’s competitive advantage is their beer from their own brewery and the way they use it as a part of the menu. The graphical elements, logo and printed materials, were seen as an advantage. The weaknesses were lunch, decoration and marketing. By examining the weaknesses, ideas for developing Bryggeri’s brand were drawn up. For example, marketing the lunch via social media could strengthen its popularity....
The objective of this thesis was to examine whether the brand criteria of Bryggeri Helsinki responds with the opinions and experiences that their customers have. The objective was also to list which are Bryggeri’s competitive advantages and weak spots. The purpose was to produce possible ideas for developing the commissioner’s brand and strengthening it. The theoretical framework of the research was constructed around brand and how to build it. The customer oriented way of thinking and customer experience were also important terms for the research. The concept of brand was explained from the restaurant field’s point of view and how it affects the consumer’s selection. The customer oriented way of thinking was discussed with the needs of a customer as the standpoint and how they should be noticed in the marketing. Material for the research was collected by using four different research methods, which were semi-structured interview, observation, focus group and customer survey. The person interviewed was restaurant manager of Bryggeri, who told about Bryggeri’s brand. Information about Bryggeri’s daily practices and how the customer oriented way of thinking is shown in them was collected by observation. The focus group was held as a free conversation and to complement the results of other methods. The customer survey was implemented as an internet survey and as a paper version. The purpose of the customer survey’ was to collect data about how the customers experience Bryggeri’s brand. The results of the research were that Bryggeri’s competitive advantage is their beer from their own brewery and the way they use it as a part of the menu. The graphical elements, logo and printed materials, were seen as an advantage. The weaknesses were lunch, decoration and marketing. By examining the weaknesses, ideas for developing Bryggeri’s brand were drawn up. For example, marketing the lunch via social media could strengthen its popularity....
Digitaalisen markkinoinnin suunnitelma Bachelor’s Degree -koulutuksille
(Laurea-ammattikorkeakoulu, 2014)
Tämä opinnäytetyö oli toiminnallinen työ, jonka lopputuotoksena luotiin digitaalisen markkinoinnin suunnitelma Laurea-ammattikorkeakoulun Bachelor’s Degree –koulutuksille. Työ oli tarvelähtöinen, koska Laurea-ammattikorkeakoululla ei ole aiempaa...
This thesis was a functional study. The final result of this thesis is a digital marketing plan for Laurea University of Applied Sciences’ Bachelor’s Degree programmes. The study was need-based because Laurea University of Applied Sciences does not have a previous digital marketing plan for Bachelor’s Degree programmes. The commissioner of this study was Laurea Leppävaara unit’s marketing planner Jari Wahlström. The work was implemented during autumn 2014. The purpose of this thesis was to produce a digital marketing plan for Laurea’s Bachelor’s Degree programmes, which would increase the international visibility of Laurea University of Applied Sciences. The digital marketing plan would be implemented by using the marketing services of Google AdWords and bachelorsdegree.eu. The objective of this thesis was to determine the applicant situation of Laurea’s Bachelor’s Degree programmes and based on this knowledge create a digital marketing plan for Bachelor’s Degree programmes. The work started by defining the purpose and objective of the study with the commissioner. After defining the purpose and objective of the study the next step was to become familiar with applicant statistics of Laurea’s Bachelor’s Degree programmes. The statistics included information on all applicants, who applied for Bachelor’s Degree programmes between years 2011-2014. The statistics also included information on those applicants, who were selected to the programmes. During this phase the main task was to define the starting point for Bachelor’s Degree programmes’ foreign applicants. The next step was planning the digital marketing plan. The premise of this phase was to define where the marketing should be implemented and by which message Laurea should be marketed internationally. The target countries for marketing were found out by analyzing the applicant statistics from 2011-2014 and the statistics of those applicants, who were selected to the programmes. In addition to these statistics, the statistics of graduated students were analyzed. The before mentioned statistics included information on graduated students between years 2006–2014 and provided information on those countries from which Laurea most probably receives such applicants, who finish their studies. After defining the target countries the next step was to examine by which message Laurea should be marketed. This was scrutinized by analyzing the survey conducted with Laurea Leppävaara unit’s newcomers. The survey was conducted by Laurea Leppävaara unit’s marketing team in autumn 2014. The respondents were students, who had just begun their studies in different Bachelor’s Degree programmes. The survey offered information on the reasons for the students applying to Laurea’s Bachelor’s Degree programmes as well as information on those channels through which the students searched for information on studying in Laurea when applying. During the planning phase the theoretical framework was created by becoming familiar with the theory that was relevant to the topic of this thesis. The digital marketing plan was created based on the research results of the planning phase....
This thesis was a functional study. The final result of this thesis is a digital marketing plan for Laurea University of Applied Sciences’ Bachelor’s Degree programmes. The study was need-based because Laurea University of Applied Sciences does not have a previous digital marketing plan for Bachelor’s Degree programmes. The commissioner of this study was Laurea Leppävaara unit’s marketing planner Jari Wahlström. The work was implemented during autumn 2014. The purpose of this thesis was to produce a digital marketing plan for Laurea’s Bachelor’s Degree programmes, which would increase the international visibility of Laurea University of Applied Sciences. The digital marketing plan would be implemented by using the marketing services of Google AdWords and bachelorsdegree.eu. The objective of this thesis was to determine the applicant situation of Laurea’s Bachelor’s Degree programmes and based on this knowledge create a digital marketing plan for Bachelor’s Degree programmes. The work started by defining the purpose and objective of the study with the commissioner. After defining the purpose and objective of the study the next step was to become familiar with applicant statistics of Laurea’s Bachelor’s Degree programmes. The statistics included information on all applicants, who applied for Bachelor’s Degree programmes between years 2011-2014. The statistics also included information on those applicants, who were selected to the programmes. During this phase the main task was to define the starting point for Bachelor’s Degree programmes’ foreign applicants. The next step was planning the digital marketing plan. The premise of this phase was to define where the marketing should be implemented and by which message Laurea should be marketed internationally. The target countries for marketing were found out by analyzing the applicant statistics from 2011-2014 and the statistics of those applicants, who were selected to the programmes. In addition to these statistics, the statistics of graduated students were analyzed. The before mentioned statistics included information on graduated students between years 2006–2014 and provided information on those countries from which Laurea most probably receives such applicants, who finish their studies. After defining the target countries the next step was to examine by which message Laurea should be marketed. This was scrutinized by analyzing the survey conducted with Laurea Leppävaara unit’s newcomers. The survey was conducted by Laurea Leppävaara unit’s marketing team in autumn 2014. The respondents were students, who had just begun their studies in different Bachelor’s Degree programmes. The survey offered information on the reasons for the students applying to Laurea’s Bachelor’s Degree programmes as well as information on those channels through which the students searched for information on studying in Laurea when applying. During the planning phase the theoretical framework was created by becoming familiar with the theory that was relevant to the topic of this thesis. The digital marketing plan was created based on the research results of the planning phase....
Työsuojelusta työturvallisuusjohtamiseen
(Laurea-ammattikorkeakoulu, 2014)
Työsuojelu on osa jokaisen työpaikan perustoimintaa riippumatta toimialasta tai yrityksestä. Sen tavoitteena on parantaa työpaikan työturvallisuutta ja –terveyttä. Toiminnasta vastuussa ovat ensisijaisesti työnantaja ja työnantajan edustajat eli...
Occupational health and safety is a part of the basics of every workplace regardless of company or branch. The aim is to improve safety and health in the workplace. The employer and superiors are primarily responsible for the safety actions at work. Superiors’ task is to ensure undisturbed production. It requires continuous development and monitoring of work, working conditions and working environment, co-operated with employees and occupational safety specialists. Occupational health and safety belong to the field of management of safety at work. It affects any organization’s productivity and profitability as well as staff’s endurance at work during the entire working career. The purpose of this functional thesis is to clarify the superiors’ roles and responsibilities concerning the occupational health and safety actions in the municipal catering services. This thesis is commissioned by Espoo Catering. The project is limited to the health and safety actions of the catering services. Middle management and close management have taken part in the project. The objective of this project is to create a description of the superiors’ responsibilities concerning the occupational health and safety activities. The description has been added to Espoo Catering’s legal health and safety agenda. The methods used in this research are discussions, survey, Swot analysis and the Learning Café method. The subject of this thesis has been structured by using the 8x8 method. The method helped to form the main questions. The present state of the business environment has been drawn up with the help of discussions and survey directed at the superiors. Webropol has been used for the realization of the survey. Twenty-three superiors of the line organization participated in the survey and 14 superiors answered the survey. The results from the survey were analyzed by using Swot analysis. The summary of the health and safety tasks were covered in a workshop. The Learning Cafe method was the used method. The distribution of responsibilities was allocated based on the results of the analyses. The occupational health and safety tasks were collected in a table. Responsibilities were allocated to managers. The thesis is divided into three parts. The theoretical framework consists of catering services and caterings occupational health and safety. This section also includes a history review of occupational health and safety. The main terms defined are occupational health and safety, cooperation, management of safety at work, risk management, the roles and responsibilities in occupational health and safety. The empirical section includes the practical working process, schedule and methods. Depicting responsibilities of occupational health and safety is a tool which gives information to the employers, managers and employees about occupational health and safety tasks. Roles and responsibilities clarify the guidelines for everyday action at work. It improves occupational health and safety in the organization....
Occupational health and safety is a part of the basics of every workplace regardless of company or branch. The aim is to improve safety and health in the workplace. The employer and superiors are primarily responsible for the safety actions at work. Superiors’ task is to ensure undisturbed production. It requires continuous development and monitoring of work, working conditions and working environment, co-operated with employees and occupational safety specialists. Occupational health and safety belong to the field of management of safety at work. It affects any organization’s productivity and profitability as well as staff’s endurance at work during the entire working career. The purpose of this functional thesis is to clarify the superiors’ roles and responsibilities concerning the occupational health and safety actions in the municipal catering services. This thesis is commissioned by Espoo Catering. The project is limited to the health and safety actions of the catering services. Middle management and close management have taken part in the project. The objective of this project is to create a description of the superiors’ responsibilities concerning the occupational health and safety activities. The description has been added to Espoo Catering’s legal health and safety agenda. The methods used in this research are discussions, survey, Swot analysis and the Learning Café method. The subject of this thesis has been structured by using the 8x8 method. The method helped to form the main questions. The present state of the business environment has been drawn up with the help of discussions and survey directed at the superiors. Webropol has been used for the realization of the survey. Twenty-three superiors of the line organization participated in the survey and 14 superiors answered the survey. The results from the survey were analyzed by using Swot analysis. The summary of the health and safety tasks were covered in a workshop. The Learning Cafe method was the used method. The distribution of responsibilities was allocated based on the results of the analyses. The occupational health and safety tasks were collected in a table. Responsibilities were allocated to managers. The thesis is divided into three parts. The theoretical framework consists of catering services and caterings occupational health and safety. This section also includes a history review of occupational health and safety. The main terms defined are occupational health and safety, cooperation, management of safety at work, risk management, the roles and responsibilities in occupational health and safety. The empirical section includes the practical working process, schedule and methods. Depicting responsibilities of occupational health and safety is a tool which gives information to the employers, managers and employees about occupational health and safety tasks. Roles and responsibilities clarify the guidelines for everyday action at work. It improves occupational health and safety in the organization....
Menukonseptin suunnittelu -Case Laurea Events
(Laurea-ammattikorkeakoulu, 2014)
sidosryhmien esittelyllä. Teoreettinen viitekehys muodostuu tapahtumien järjestämisen taustatekijöistä ja ruokalistan konseptinsuunnittelun teorioista. Keskeisinä alakäsitteinä tapahtumateoria osuudessa toimivat tapahtumien määrittely ja -prosessit...
The objective of this thesis is to create a customer-oriented menu concept to Laurea Events and one that can be used in BarLaurea Living Labs. The commissioner of the thesis is Laurea Events which is a unit in Laurea University of Applied Science. Laurea Events produces organizing and planning services for internal and external customers. The beginning of the thesis includes an introduction of the commissioner, environment and stakeholders. The theoretical frame of reference consists of planning an event and planning a menu concept. Event planning theory consists of definition of an event and the process, human resources in events and the use of catering services in events. The second frame of reference consists of menu concept planning. The theory narrates menu planning, resources, and the visualization of a concept. The thesis was carried out by using service design methods. The service design process is limited to three stages of Stefan Moritz’s Service Design Models. The stages are understanding, generating and realizing. The objective of the understanding stage was to clarify the baseline of Laurea Events and customers’ needs. The understanding methods are net scouting, trend scouting, interviews, customer profiles and customer journey maps. The second stage is generating whose purpose is to create the first prototype of the menu concept. The prototype is made by using a workshop and prototyping. The last stage of service design is realizing. This stage’s objective is to evaluate and finish the prototype. TOWS-matrix and blueprint are the methods of realizing. With these methods usability and scenarios of the menu concept are evaluated. The menu concept will ease Laurea Events’ communication with customers and BarLaurea. The recipes of the menu concept will also help BarLaurea’s production. The greatest benefit of the menu concept to Laurea Events will be specific information about costs and products. The menu concept offers Laurea Events an opportunity to increase and develop marketing. Marketing creates a chance to get more customers. The menu concept created is a base for further development which is vital for ensuring customer satisfaction....
The objective of this thesis is to create a customer-oriented menu concept to Laurea Events and one that can be used in BarLaurea Living Labs. The commissioner of the thesis is Laurea Events which is a unit in Laurea University of Applied Science. Laurea Events produces organizing and planning services for internal and external customers. The beginning of the thesis includes an introduction of the commissioner, environment and stakeholders. The theoretical frame of reference consists of planning an event and planning a menu concept. Event planning theory consists of definition of an event and the process, human resources in events and the use of catering services in events. The second frame of reference consists of menu concept planning. The theory narrates menu planning, resources, and the visualization of a concept. The thesis was carried out by using service design methods. The service design process is limited to three stages of Stefan Moritz’s Service Design Models. The stages are understanding, generating and realizing. The objective of the understanding stage was to clarify the baseline of Laurea Events and customers’ needs. The understanding methods are net scouting, trend scouting, interviews, customer profiles and customer journey maps. The second stage is generating whose purpose is to create the first prototype of the menu concept. The prototype is made by using a workshop and prototyping. The last stage of service design is realizing. This stage’s objective is to evaluate and finish the prototype. TOWS-matrix and blueprint are the methods of realizing. With these methods usability and scenarios of the menu concept are evaluated. The menu concept will ease Laurea Events’ communication with customers and BarLaurea. The recipes of the menu concept will also help BarLaurea’s production. The greatest benefit of the menu concept to Laurea Events will be specific information about costs and products. The menu concept offers Laurea Events an opportunity to increase and develop marketing. Marketing creates a chance to get more customers. The menu concept created is a base for further development which is vital for ensuring customer satisfaction....
Työyhteisöviestinnän kehittäminen hypermarketissa
(Laurea-ammattikorkeakoulu, 2014)
tutkimuksellinen työ, jonka tavoitteena oli tutkia haastatteluiden avulla toimeksiantajayrityksen sisäisen viestinnän nykytilaa. Nykytila-analyysin avulla pyrittiin löytämään viestinnän heikkoja kohtia ja tuottaa niihin vaihtoehtoisia tapoja toimia...
The commissioner of this thesis was a local hypermarket, which is the largest unit in its chain. The hypermarket has 200 employees, and daily changing leased employees. This thesis was a research-based project. The objective of the thesis was to investigate the current state of the commissioner company’s organizational communication trough interviews. The analysis of the current state compiled a list of drawbacks of the existing communication and produced alternative ways for it. The commissioner company has just expanded and they have had also changes in the management. Due to the changes, it is wise to go through the functionality and needs for development of communication. The purpose was to develop the communication’s functionality and thus affect positively the workers’ job satisfaction and customer satisfaction. The research was carried out by theme interviews. The interviews were conducted with the commissioner company’s sales managers. The sales managers were selected to the interviews, because of their key role in communication. They are using a wide range of communication tools because they are working between senior management and workers. The positive aspects of theme interviews are that you can get authentic opinions and experiences and use clarifying questions. Themes for the interviews where based on the theoretical framework. These themes were purpose of the communication, channels of communication and actors of the communication. Based on the analysis of the current state of organizational communication, it can be concluded that the commissioner company has a basis for good communication. The interviewees experienced that the organizational communication is at a fairly good level, but the interviews also showed clear areas for development. These areas where the lack of uniform communication, more efficient use of communication channels, underlining roles and responsibilities from the communicational point of view, and increasing communication training....
The commissioner of this thesis was a local hypermarket, which is the largest unit in its chain. The hypermarket has 200 employees, and daily changing leased employees. This thesis was a research-based project. The objective of the thesis was to investigate the current state of the commissioner company’s organizational communication trough interviews. The analysis of the current state compiled a list of drawbacks of the existing communication and produced alternative ways for it. The commissioner company has just expanded and they have had also changes in the management. Due to the changes, it is wise to go through the functionality and needs for development of communication. The purpose was to develop the communication’s functionality and thus affect positively the workers’ job satisfaction and customer satisfaction. The research was carried out by theme interviews. The interviews were conducted with the commissioner company’s sales managers. The sales managers were selected to the interviews, because of their key role in communication. They are using a wide range of communication tools because they are working between senior management and workers. The positive aspects of theme interviews are that you can get authentic opinions and experiences and use clarifying questions. Themes for the interviews where based on the theoretical framework. These themes were purpose of the communication, channels of communication and actors of the communication. Based on the analysis of the current state of organizational communication, it can be concluded that the commissioner company has a basis for good communication. The interviewees experienced that the organizational communication is at a fairly good level, but the interviews also showed clear areas for development. These areas where the lack of uniform communication, more efficient use of communication channels, underlining roles and responsibilities from the communicational point of view, and increasing communication training....
Palvelutarjooman laajentaminen kannattavasti - Case Yritys X
(Laurea-ammattikorkeakoulu, 2014)
Opinnäytetyön aiheena oli pienen matkailualan yrityksen toiminnan laajentamisen kannattavuuden tutkiminen. Yritys tuottaa asiakkailleen kalastusmatkoja, joiden yhteydessä tarjotaan catering- ja majoituspalveluja, jotka hankitaan...
The topic of this thesis is the examination of the profitability of expanding the business activity in a small travelling business company. The company produces fishing trips to its customers, which are provided in connection with catering and accommodation services, which in turn are purchased from cooperation partners. The expansion consists of expanding the service offering and making an investment that enables it. The investment embodies business promises where the services can be produced. The purpose was to make the production of the services, which are now purchased from cooperation partners, self-contained. The purpose of the thesis was to examine the company's business resources and finance, making it possible to know the base on which the investment and service offering are planned. Consequently, planning and developing the service offering and investment as well as examining their profitability were intended to be conducted. The objective was to create a renewed service offering and plan the investments and also to make a profitability analysis of them. On the basis of this developmental and research-based study the commissioner of the thesis gets to know the level of profitability of the project and is able to take advantage of the results in expanding its business. The framework of reference consisted of four sections of theory; service companies’ business activity and profitability, business resources, investments and producing travel and accommodation services. Theme interview with commissioner company’s entrepreneur was the research method which enabled the entrepreneur’s demands and desires to be taken into account when planning the expansion of the service offering and investment. Other methods used in the thesis were stakeholder description and profitability calculations, which were used for surveying business resources. In addition, brainstorming was used for creating ideas, service paths to clarify the customer processes, benchmarking for pricing, the blueprinting method to illustrate the results of the planned service offering and marginal costing to research the profitability of the services. In determining the investment, net scouting and a description of the environment were used. Finally investment calculations were made to clarify the profitability of the planned investment. The company’s resource base and finance were discovered sustainable enough for making the investment and implementing the expansion of the service offering. As a result of the thesis, a service offering was developed. The company's renewed services were accommodation services and partially self-sufficient catering services for the company’s existing customers. It was also decided that the company's premises be rented between travel seasons. The company's investment was also determined on the basis of information retrieved from the commissioner, but its planning resulted in more profitable solutions. When the profitability of the developed services and investment were examined with calculations, it was discovered that the implementation of them is profitable. Based on the results the company can implement the expansion of the business and create a full-service concept that has been proved to be profitable....
The topic of this thesis is the examination of the profitability of expanding the business activity in a small travelling business company. The company produces fishing trips to its customers, which are provided in connection with catering and accommodation services, which in turn are purchased from cooperation partners. The expansion consists of expanding the service offering and making an investment that enables it. The investment embodies business promises where the services can be produced. The purpose was to make the production of the services, which are now purchased from cooperation partners, self-contained. The purpose of the thesis was to examine the company's business resources and finance, making it possible to know the base on which the investment and service offering are planned. Consequently, planning and developing the service offering and investment as well as examining their profitability were intended to be conducted. The objective was to create a renewed service offering and plan the investments and also to make a profitability analysis of them. On the basis of this developmental and research-based study the commissioner of the thesis gets to know the level of profitability of the project and is able to take advantage of the results in expanding its business. The framework of reference consisted of four sections of theory; service companies’ business activity and profitability, business resources, investments and producing travel and accommodation services. Theme interview with commissioner company’s entrepreneur was the research method which enabled the entrepreneur’s demands and desires to be taken into account when planning the expansion of the service offering and investment. Other methods used in the thesis were stakeholder description and profitability calculations, which were used for surveying business resources. In addition, brainstorming was used for creating ideas, service paths to clarify the customer processes, benchmarking for pricing, the blueprinting method to illustrate the results of the planned service offering and marginal costing to research the profitability of the services. In determining the investment, net scouting and a description of the environment were used. Finally investment calculations were made to clarify the profitability of the planned investment. The company’s resource base and finance were discovered sustainable enough for making the investment and implementing the expansion of the service offering. As a result of the thesis, a service offering was developed. The company's renewed services were accommodation services and partially self-sufficient catering services for the company’s existing customers. It was also decided that the company's premises be rented between travel seasons. The company's investment was also determined on the basis of information retrieved from the commissioner, but its planning resulted in more profitable solutions. When the profitability of the developed services and investment were examined with calculations, it was discovered that the implementation of them is profitable. Based on the results the company can implement the expansion of the business and create a full-service concept that has been proved to be profitable....
Yhteisöllisyyteen tähtäävien oheispalvelujen kehittäminen käyttäjälähtöisesti Esimerkkinä Lauttasaaren seurakunnan Kirkkokahvila
(Laurea-ammattikorkeakoulu, 2013)
tarjota kahvilan muiden toimintojen ohessa ja joista asiakkaat ovat kiinnostuneita myös muutoin kuin kirkolliseen toimintaan liittyvänä. Tähän asti seurakunnassa ei ole ollut kahvilapalveluita kaikkien asiakkaiden saatavilla kuin vasta koeluontoisesti...
This thesis was set to develop a work pattern of supplementary services to the Lauttasaari Church Coffee house and the objective was to create social relations between the inhabitants of Lauttasaari on a daily basis. The purpose was to find supplementary features that can be offered alongside other services and that also interest customers outside congregational functions. Coffee house services have been available as an experimental service since spring 2012 for a wider clientele. This thesis was implemented through experimental customers, observations, survey and brainstorming. Stefan Moritz’- process development was used and through that targets for further development were found. The results of the survey and interviews revealed a need and demand to find a place for inhabitants to assemble and the congregation premises were the answer to this. The theoretical viewpoint of this thesis covers services and the development of them, social relations and user-orientation. Theoretical information about brethrenship, responsible business manners, social responsibility and well-being has been included. Articles, brochures and internet pages related to the subject were covered as benchmarking. As a result of this thesis certain supplementary services were selected, like get-togethers for participants of different age-groups and backgrounds. As an example one could mention in-teractive evening events of poetry recitation or watching movies. Other supplementary services on offer were: practical organizing of timebank services, knowledge sharing and pram park. The biggest obstacle for a successful implementation of the thesis was the congregation’s demur that had a negative impact on starting the supplementary services....
This thesis was set to develop a work pattern of supplementary services to the Lauttasaari Church Coffee house and the objective was to create social relations between the inhabitants of Lauttasaari on a daily basis. The purpose was to find supplementary features that can be offered alongside other services and that also interest customers outside congregational functions. Coffee house services have been available as an experimental service since spring 2012 for a wider clientele. This thesis was implemented through experimental customers, observations, survey and brainstorming. Stefan Moritz’- process development was used and through that targets for further development were found. The results of the survey and interviews revealed a need and demand to find a place for inhabitants to assemble and the congregation premises were the answer to this. The theoretical viewpoint of this thesis covers services and the development of them, social relations and user-orientation. Theoretical information about brethrenship, responsible business manners, social responsibility and well-being has been included. Articles, brochures and internet pages related to the subject were covered as benchmarking. As a result of this thesis certain supplementary services were selected, like get-togethers for participants of different age-groups and backgrounds. As an example one could mention in-teractive evening events of poetry recitation or watching movies. Other supplementary services on offer were: practical organizing of timebank services, knowledge sharing and pram park. The biggest obstacle for a successful implementation of the thesis was the congregation’s demur that had a negative impact on starting the supplementary services....
Projektijohtaminen tapahtuman järjestämisessä, Case Suurpellon Joulutori
(Laurea-ammattikorkeakoulu, 2013)
Tässä opinnäytetyössä perehdyttiin projektin johtamiseen tapahtuman järjestämisen yhteydessä. Kyseessä oli toiminnallinen opinnäytetyö, joka jaettiin kahteen osaan; opinnäytetyön tekijät perehtyivät projektin johtamiseen ja tapahtuman järjestämiseen...
In this practice-based thesis the project management of an event is covered. The thesis consists of the theory section and the practical process of project managing a Christmas Market event that took place in Suurpelto in December 2012. Suurpelto is a residential area located in Espoo. The commissioner of the thesis was the Koulii project. The Koulii project is carried out in co-operation with Laurea University of Applied Sciences (UAS) and vocational college Omnia. The Koulii project ended in December 2012. The objective of the thesis was to organize a successful event for the residents of Suurpelto. The purpose of the thesis was to assist future project managers to perceive the entirety of the event project and support the project managers to achieve a successful project. The commissioner hopes that the Christmas Market will become an annual event that brings together residents and different operators of Suurpelto. The authors of the thesis functioned as project managers in the Christmas Market project and were responsible for the realization of the event. Nine first-year students from the Hotel and Restaurant Management programme of Laurea UAS planned and marketed the event by using Service Design methods. Therefore also the project managers utilized Service Design methods in the study. Benchmarking was used to collect information about the operational environment. Brainstorming was used with the residents of Suurpelto to plan the event. The brainstorming resulted in many useful ideas for the Christmas Market. The success of the project management was measured with the help of theme interviews. The theme interviews were arranged with the students from the Hotel and Restaurant Management programme that took part in the Christmas Market project. The theme interviews were also conducted with the manager and the project specialist of the Koulii project. The success of the event was evaluated through observation and informal interviews during the Christmas Market. Feedback was also collected after the event from the salesperson of the Christmas Market. According to the results the event and the project management were successful. Different partners considered the project management to be professional and the participants of the event were satisfied. In addition some development objectives were listed. The beginning of the project was considered to be confusing. The possibility for the cancellation of the event should have been taken into consideration more precisely. Development objectives from the point of view of the Christmas Market were product pricing, date, audio functionality and carrying on the original theme until the end of the project. By taking into consideration these development objectives it is possible to organize even a better event or a project in the future. Keywords: project management, project, event production, service design...
In this practice-based thesis the project management of an event is covered. The thesis consists of the theory section and the practical process of project managing a Christmas Market event that took place in Suurpelto in December 2012. Suurpelto is a residential area located in Espoo. The commissioner of the thesis was the Koulii project. The Koulii project is carried out in co-operation with Laurea University of Applied Sciences (UAS) and vocational college Omnia. The Koulii project ended in December 2012. The objective of the thesis was to organize a successful event for the residents of Suurpelto. The purpose of the thesis was to assist future project managers to perceive the entirety of the event project and support the project managers to achieve a successful project. The commissioner hopes that the Christmas Market will become an annual event that brings together residents and different operators of Suurpelto. The authors of the thesis functioned as project managers in the Christmas Market project and were responsible for the realization of the event. Nine first-year students from the Hotel and Restaurant Management programme of Laurea UAS planned and marketed the event by using Service Design methods. Therefore also the project managers utilized Service Design methods in the study. Benchmarking was used to collect information about the operational environment. Brainstorming was used with the residents of Suurpelto to plan the event. The brainstorming resulted in many useful ideas for the Christmas Market. The success of the project management was measured with the help of theme interviews. The theme interviews were arranged with the students from the Hotel and Restaurant Management programme that took part in the Christmas Market project. The theme interviews were also conducted with the manager and the project specialist of the Koulii project. The success of the event was evaluated through observation and informal interviews during the Christmas Market. Feedback was also collected after the event from the salesperson of the Christmas Market. According to the results the event and the project management were successful. Different partners considered the project management to be professional and the participants of the event were satisfied. In addition some development objectives were listed. The beginning of the project was considered to be confusing. The possibility for the cancellation of the event should have been taken into consideration more precisely. Development objectives from the point of view of the Christmas Market were product pricing, date, audio functionality and carrying on the original theme until the end of the project. By taking into consideration these development objectives it is possible to organize even a better event or a project in the future. Keywords: project management, project, event production, service design...
Elämyksellisyyttä etsimässä puutarhajuhlien suunnitteluun
(Laurea-ammattikorkeakoulu, 2013)
. Tapahtumakokonaisuus kuului InnoEspoo –osaajaverkoston hankkeeseen, jossa sen aikana toteutettujen tapahtumien käytännön suunnittelusta ja järjestämisestä vastasi monialaisen osaamiskeskus InnoOmnian projektiryhmä. Työn aihe rajattiin koskemaan elämyksellisten...
Creating Meaningful Experiences for a Garden Party The objective of this practice-based thesis was to create a plan aimed to enable guests to acquire meaningful experiences at a garden party held at Träskända Manor in Espoo on September 16, 2013. The thesis was commissioned by the Development Manager of InnoOmnia, an innovative development unit at the Joint Authority of Education in Espoo Region, Omnia. The subject of the thesis and the plan was determined with the commissioner to focus on creating experience-based elements for the event, Träskända Manor Garden Party. The Träskända Manor Garden Party was part of a series of events belonging to a project run by the InnoEspoo network and executed by InnoOmnia. The party was a unique event celebrating the 150th anniversary of the visit of Alexander II of Russia to Träskända Manor on September 16, 1863. The purpose of the plan was to function as a ready-to-use tool for the project organization from InnoOmnia. By utilizing the plan, the event organizers could create the ideal prerequisites for meaningful experiences for the guests at the Träskända Manor Garden Party. The practical process of creating experience elements for the event was conducted by using several service design methods and carrying out two expert interviews concerning the history of the original Träskända Manor Garden Party in 1863 as well as the development of meaningful experiences. In addition to the information received through expert interviews, mind mapping, brainwriting and SWOT-analysis were utilized during the ideation phase. Service touchpoints, relevant to the attending guests’ customer experience, were illustrated through a service blueprint. The evaluation of the plan was conducted both internally by the authors of the thesis as well as externally by an Events Assistant from Laurea Events. The evaluation was carried out by answering a questionnaire made by the authors of the thesis. The questionnaire and evaluation criteria were based on the Experience Pyramid tool developed by Lapland Centre of Expertise for the Experience Industry. Feedback on the plan received from the commissioner of the thesis served as an additional insight into external evaluation. According to the external evaluation the plan created for the event was successful, purposeful and professional even though the majority of it was not used in the organized event. The plan was thought to contain many different experience-based elements that could lead to significant meaningful experiences for the guests if executed correctly. Some development objectives arose from both the internal and external evaluations. Communication between parties involved in the project was found insufficient at times, which hampered the planning process. As for the plan, it was agreed that the service touchpoints after the event could be planned in even more detail in order to extend the guests’ experience. It was concluded that by applying the plan and taking into consideration these development objectives it is plausible to organize an event with meaningful experiences....
Creating Meaningful Experiences for a Garden Party The objective of this practice-based thesis was to create a plan aimed to enable guests to acquire meaningful experiences at a garden party held at Träskända Manor in Espoo on September 16, 2013. The thesis was commissioned by the Development Manager of InnoOmnia, an innovative development unit at the Joint Authority of Education in Espoo Region, Omnia. The subject of the thesis and the plan was determined with the commissioner to focus on creating experience-based elements for the event, Träskända Manor Garden Party. The Träskända Manor Garden Party was part of a series of events belonging to a project run by the InnoEspoo network and executed by InnoOmnia. The party was a unique event celebrating the 150th anniversary of the visit of Alexander II of Russia to Träskända Manor on September 16, 1863. The purpose of the plan was to function as a ready-to-use tool for the project organization from InnoOmnia. By utilizing the plan, the event organizers could create the ideal prerequisites for meaningful experiences for the guests at the Träskända Manor Garden Party. The practical process of creating experience elements for the event was conducted by using several service design methods and carrying out two expert interviews concerning the history of the original Träskända Manor Garden Party in 1863 as well as the development of meaningful experiences. In addition to the information received through expert interviews, mind mapping, brainwriting and SWOT-analysis were utilized during the ideation phase. Service touchpoints, relevant to the attending guests’ customer experience, were illustrated through a service blueprint. The evaluation of the plan was conducted both internally by the authors of the thesis as well as externally by an Events Assistant from Laurea Events. The evaluation was carried out by answering a questionnaire made by the authors of the thesis. The questionnaire and evaluation criteria were based on the Experience Pyramid tool developed by Lapland Centre of Expertise for the Experience Industry. Feedback on the plan received from the commissioner of the thesis served as an additional insight into external evaluation. According to the external evaluation the plan created for the event was successful, purposeful and professional even though the majority of it was not used in the organized event. The plan was thought to contain many different experience-based elements that could lead to significant meaningful experiences for the guests if executed correctly. Some development objectives arose from both the internal and external evaluations. Communication between parties involved in the project was found insufficient at times, which hampered the planning process. As for the plan, it was agreed that the service touchpoints after the event could be planned in even more detail in order to extend the guests’ experience. It was concluded that by applying the plan and taking into consideration these development objectives it is plausible to organize an event with meaningful experiences....








