Haku
Viitteet 571-580 / 1005
Palveluneuvojien perehdytyssuunnitelman kehittäminen, Case: Elenia
(Laurea-ammattikorkeakoulu, 2013)
Tämän opinnäytetyön aiheena oli toimeksiantajayrityksen palveluneuvojille suunnatun perehdytyssuunnitelman kehittäminen. Toimeksiantajana oli suomalainen sähkönjakelu- ja lämpöyhtiö, Elenia Oy (jatkossa Elenia), ja hankkeen taustalla oli...
The purpose of this thesis was to develop the induction program for new customer service representatives (CSRs). The thesis was carried out as a functional R&D project and it was commissioned by the Finnish electricity distribution and heating company, Elenia. The background for this thesis was the commissioner’s demand for such a study, as there was no earlier research on the topic within the company. The objective was to improve the efficiency of the induction and reduce task-related errors. The efficiency in this context was evaluated from the company’s perspective, focusing on how well the CSRs manage alone their daily tasks after the orientation. Consequentially, the project aimed to enhance internal knowledge exchange and render the learning process more appealing. The theoretical base of the research consists of the following topics: the general nature of orientation, planning the induction process, the manager’s role during the induction and mentoring. Existing induction models are also introduced. Furthermore, the theory of the implemented research and analysis methods are also presented before the results. Both group and theme interviews and a survey were implemented as qualitative research methods in this thesis. Together with the theoretical base, the results from these methods had a significant impact on the final output. The product of this thesis was a new induction program for Elenia’s CSRs that was tested in practice with a group of new employees during the spring of 2013....
The purpose of this thesis was to develop the induction program for new customer service representatives (CSRs). The thesis was carried out as a functional R&D project and it was commissioned by the Finnish electricity distribution and heating company, Elenia. The background for this thesis was the commissioner’s demand for such a study, as there was no earlier research on the topic within the company. The objective was to improve the efficiency of the induction and reduce task-related errors. The efficiency in this context was evaluated from the company’s perspective, focusing on how well the CSRs manage alone their daily tasks after the orientation. Consequentially, the project aimed to enhance internal knowledge exchange and render the learning process more appealing. The theoretical base of the research consists of the following topics: the general nature of orientation, planning the induction process, the manager’s role during the induction and mentoring. Existing induction models are also introduced. Furthermore, the theory of the implemented research and analysis methods are also presented before the results. Both group and theme interviews and a survey were implemented as qualitative research methods in this thesis. Together with the theoretical base, the results from these methods had a significant impact on the final output. The product of this thesis was a new induction program for Elenia’s CSRs that was tested in practice with a group of new employees during the spring of 2013....
Senioripalvelut vuonna 2025
(Laurea-ammattikorkeakoulu, 2013)
Tämän tutkimuksellisen opinnäytetyön tavoitteena oli selvittää, minkälaisia palveluita senioreille on tarjolla tällä hetkellä ja ennustaa, miten senioripalvelut tulevat kehittymään vuoteen 2025 mennessä. Opinnäytetyössä on tutkittu ympäri Suomea...
The objective of this thesis was to research what senior services there are in the year 2012 and how they will develop by 2025. Companies working in the same field in Finland were researched. The focus was in the senior services the city of Espoo provides. The thesis was commissioned by the ForeMassi2025 –project. The purpose of the project is to anticipate the development of the welfare and security branches by the year 2025 and organize education for future needs. The purpose of this thesis was to research how the services for the seniors should be developed in the future and what knowledge the field needs. The theoretical framework of the study consists of senior services, supply of services and social policy. Senior services are services produced for people who are over 60 years old. The purpose of the senior services is to improve the quality of life of seniors in different areas of life. The methods used in the thesis were business environment survey and future studies. In the business environment survey the current state and supply of senior services was studied. STEEPLE- and SWOT-analyses were used as tools for analyzing the material. Future studies aimed to find new trends in the future’s senior services by using for example scenario working and by studying the weak signals. Interviews and an Internet-based survey were used to scrutinize the current state of seniors’ service needs. The needs were compared to the scenario produced in the thesis earlier. With the business environment survey some weak signals were discovered, which were the maintenance of the physical condition of seniors, a need of more personal services and the increased utilization of technology. These weak signals were used in the future studies. The conclusion of the future studies was that in the future municipalities cannot keep up with the growing demand of services due to the lack of resources. Because of that, the public sector will buy more services from the private sector and finally the private sector starts replacing the public services. In the future interactive machines and new technology will replace the visits of the nursing staff. Therefore more services, which also maintain the mental condition of seniors, should be produced. The upkeep of social relationships and human contacts is important to prevent becoming lonely....
The objective of this thesis was to research what senior services there are in the year 2012 and how they will develop by 2025. Companies working in the same field in Finland were researched. The focus was in the senior services the city of Espoo provides. The thesis was commissioned by the ForeMassi2025 –project. The purpose of the project is to anticipate the development of the welfare and security branches by the year 2025 and organize education for future needs. The purpose of this thesis was to research how the services for the seniors should be developed in the future and what knowledge the field needs. The theoretical framework of the study consists of senior services, supply of services and social policy. Senior services are services produced for people who are over 60 years old. The purpose of the senior services is to improve the quality of life of seniors in different areas of life. The methods used in the thesis were business environment survey and future studies. In the business environment survey the current state and supply of senior services was studied. STEEPLE- and SWOT-analyses were used as tools for analyzing the material. Future studies aimed to find new trends in the future’s senior services by using for example scenario working and by studying the weak signals. Interviews and an Internet-based survey were used to scrutinize the current state of seniors’ service needs. The needs were compared to the scenario produced in the thesis earlier. With the business environment survey some weak signals were discovered, which were the maintenance of the physical condition of seniors, a need of more personal services and the increased utilization of technology. These weak signals were used in the future studies. The conclusion of the future studies was that in the future municipalities cannot keep up with the growing demand of services due to the lack of resources. Because of that, the public sector will buy more services from the private sector and finally the private sector starts replacing the public services. In the future interactive machines and new technology will replace the visits of the nursing staff. Therefore more services, which also maintain the mental condition of seniors, should be produced. The upkeep of social relationships and human contacts is important to prevent becoming lonely....
BarLaurea - kohti kestävää osaamista
(Laurea-ammattikorkeakoulu, 2013)
Tämän opinnäytetyön tarkoitus on tutkia, mitä Laurea-ammattikorkeakoulun Leppävaaran toimipisteessä toimiva BarLaurea-oppimisympäristö on kestävän kehityksen näkökulmasta ja miten se on kehittynyt kohti kestävää osaamista, erityisesti koulutuksen...
The purpose of this thesis was to study how BarLaurea, which operates in Laurea University of Applied Science’s (UAS) Leppävaara unit, stands from the sustainable development point of view and how it has developed towards sustainable know-how, especially from the educational perspective. Mauri Åhlberg’s theory of high quality learning has been chosen as the theoretical framework for this study that according to Åhlberg enhances sustainable development. The theory of sustainable development in general has also been used as part of the theoretical framework. The objective of this study was to present development ideas and ideas for further study based on the results. Case study has been used as the research method for the literary sources, but the most significant research method in this thesis is theme interviews, which were conducted during 2012. The results of the interviews were compared to the theory of sustainable development. Based on the information gathered through the interviews, observations were noted and used to create ideas for further study and development. Based on the conducted study, the BarLaurea learning environment works largely according to Åhlberg’s principles of high quality learning, but some issues are to be developed further to fulfill the principles of high quality learning. Research and development activities are to be developed further and more attention needs to be paid to the meaningfulness of studies. During the study, it transpired that it is hard to evaluate BarLaurea based on the learning principles and values separately from the rest of Laurea UAS as BarLaurea has been developed based on the pedagogical principles and values of Laurea UAS....
The purpose of this thesis was to study how BarLaurea, which operates in Laurea University of Applied Science’s (UAS) Leppävaara unit, stands from the sustainable development point of view and how it has developed towards sustainable know-how, especially from the educational perspective. Mauri Åhlberg’s theory of high quality learning has been chosen as the theoretical framework for this study that according to Åhlberg enhances sustainable development. The theory of sustainable development in general has also been used as part of the theoretical framework. The objective of this study was to present development ideas and ideas for further study based on the results. Case study has been used as the research method for the literary sources, but the most significant research method in this thesis is theme interviews, which were conducted during 2012. The results of the interviews were compared to the theory of sustainable development. Based on the information gathered through the interviews, observations were noted and used to create ideas for further study and development. Based on the conducted study, the BarLaurea learning environment works largely according to Åhlberg’s principles of high quality learning, but some issues are to be developed further to fulfill the principles of high quality learning. Research and development activities are to be developed further and more attention needs to be paid to the meaningfulness of studies. During the study, it transpired that it is hard to evaluate BarLaurea based on the learning principles and values separately from the rest of Laurea UAS as BarLaurea has been developed based on the pedagogical principles and values of Laurea UAS....
Asiakaskokemustutkimus ja aineeton pääoma liiketoiminnan kehittäjinä. Case: Cafe Yrjö
(Laurea-ammattikorkeakoulu, 2013)
Tämä opinnäytetyö on tehty Cafe Yrjön toimeksiannosta. Cafe Yrjö on vuonna 2003 perustettu kahvila-ravintola, joka toimii Helsingissä Yrjönkadun uimahallin yhteydessä rakennuksen toisessa kerroksessa. Opinnäytetyön tarkoituksena on tuottaa...
This study was commissioned by Cafe Yrjö. Cafe Yrjö is a café-restaurant which was founded in 2003. Cafe Yrjö is located in Helsinki inside the Yrjönkatu swimming hall and operates on the second floor of the building. The purpose of this study is to produce information about the customer satisfaction and experience to Cafe Yrjö. The research objective is to develop the business concept of Cafe Yrjö by a customer experience research and by studying intangible assets. In this study intangible assets are defined by customer understanding and customer contact. Because of feelings, premises and such, organizations can not fully be in control of the level of customer satisfaction that arises from their services. It is still possible for the organizations to decide the nature of the services they want to offer. Because a customer experience has no be-ginning or an end it changes all the time according to the presupposition the customer has and by the interaction with the customer and the organization. The memory track formed by the experience will create a new basis for the next experience. The research in studying the customer experience was conducted by theoretical framework and an empiric research. A customer survey and interviews were used as the primary research methods. In addition benchmarking a similar company, Café Maya, which operates at Flaming Spa, was used to gather further information. With these three methods the customer experience provided by Cafe Yrjö could be researched as a whole. This study is the first customer experience and satisfaction conducted for Cafe Yrjö. From the research it could be seen that the customer experience in Cafe Yrjö greatly affects the whole experience of the swimming hall visit. The regular customers of Cafe Yrjö mentioned the customer experience as a reason to why they continue to visit the swimming hall. The customer service at Cafe Yrjö was highly acknowledged but the availability of services was found as negative. In improving the business concept of Cafe Yrjö the feedback and ideas of the customers have been utilized. Other possible methods of improving the concept have also been considered in order to maximize the usage of customer contacts and understanding in the service provided. The methods presented in this thesis would enable the customer aspect to be integrated more in to every level of planning and implementing the business strategy....
This study was commissioned by Cafe Yrjö. Cafe Yrjö is a café-restaurant which was founded in 2003. Cafe Yrjö is located in Helsinki inside the Yrjönkatu swimming hall and operates on the second floor of the building. The purpose of this study is to produce information about the customer satisfaction and experience to Cafe Yrjö. The research objective is to develop the business concept of Cafe Yrjö by a customer experience research and by studying intangible assets. In this study intangible assets are defined by customer understanding and customer contact. Because of feelings, premises and such, organizations can not fully be in control of the level of customer satisfaction that arises from their services. It is still possible for the organizations to decide the nature of the services they want to offer. Because a customer experience has no be-ginning or an end it changes all the time according to the presupposition the customer has and by the interaction with the customer and the organization. The memory track formed by the experience will create a new basis for the next experience. The research in studying the customer experience was conducted by theoretical framework and an empiric research. A customer survey and interviews were used as the primary research methods. In addition benchmarking a similar company, Café Maya, which operates at Flaming Spa, was used to gather further information. With these three methods the customer experience provided by Cafe Yrjö could be researched as a whole. This study is the first customer experience and satisfaction conducted for Cafe Yrjö. From the research it could be seen that the customer experience in Cafe Yrjö greatly affects the whole experience of the swimming hall visit. The regular customers of Cafe Yrjö mentioned the customer experience as a reason to why they continue to visit the swimming hall. The customer service at Cafe Yrjö was highly acknowledged but the availability of services was found as negative. In improving the business concept of Cafe Yrjö the feedback and ideas of the customers have been utilized. Other possible methods of improving the concept have also been considered in order to maximize the usage of customer contacts and understanding in the service provided. The methods presented in this thesis would enable the customer aspect to be integrated more in to every level of planning and implementing the business strategy....
Ammattikeittiön laitteiden julkinen hankinta : Case BarLaurea
(Laurea-ammattikorkeakoulu, 2013)
tarjouspyyntölomakkeet ja onnistunut hankintaprosessi, jonka myötä uudet laitteet asennetaan toimintaan kesäkuussa 2013. BarLaurea vastaa jatkossa paremmin tämän päivän opetus- ja ammattikeittiön laatuvaatimuksia. Opinnäytetyö antaa lukijalle mahdollisuuden saada tietoa...
and analyze the achieved results. Finally conclusions and development ideas were listed. BarLaurea is an educational student restaurant in Laurea Leppävaara. BarLaurea was the commissioner of this thesis and also the target of the procurement process. In Bar...
and analyze the achieved results. Finally conclusions and development ideas were listed. BarLaurea is an educational student restaurant in Laurea Leppävaara. BarLaurea was the commissioner of this thesis and also the target of the procurement process. In Bar...
Suomalainen ruoka maaseutumatkailijoille sähköisessä markkinoinnissa
(Laurea-ammattikorkeakoulu, 2013)
yritykset jotka olivat ilmoittaneet, että he tarjoavat seuraavia palveluita: ruoka, majoitus, mökkimajoitus ja aktiviteetit. Valitut verkkosivut piti olla myös vieraalla kielellä, suomen kielen lisäksi. Tutkimuksessa analysoitiin kuutta verkkosivustoa...
The objective of this thesis was to find out how Finnish food is presented in e-marketing to people interested in rural tourism. Another objective was to give advice to rural tourism entrepreneurs. The point of interest is how food is displayed in pictures and text as well as how well it can be discovered on the websites. The most important means by which digital marketing could attract travelers to healthy and natural food were considered. The research method used was theory-driven content analysis. Based on the theory, an analysis spreadsheet was formed, which utilized the theories of digital marketing and visual design. The spreadsheet was divided into three main groups: Finnish food and visual design of the websites, pictures, colors and text and the general impression. The research questions were formed under these main groups. The results were displayed through spreadsheets. The companies chosen to the research sample were picked from Suomen Maaseutumatkailuy-rittäjät’s website (Finnish Association of Rural Tourism Entrepreneurs) based on the criteria that the services the companies offer relate to food, accommodation, cottages and activities. The websites also needed to be available in a foreign language other than Finnish. All in all, six websites were analyzed in May 2013. The research shows that Finnish food was not extensively featured on the companies’ websites. Rural tourism entrepreneurs have not highlighted culinary trends, tradition or the origin of the food. Room for improvement was found in every section analyzed. The area that most needed strengthening was improving the general visual image of the websites, which would make the companies stand out from their competitors....
The objective of this thesis was to find out how Finnish food is presented in e-marketing to people interested in rural tourism. Another objective was to give advice to rural tourism entrepreneurs. The point of interest is how food is displayed in pictures and text as well as how well it can be discovered on the websites. The most important means by which digital marketing could attract travelers to healthy and natural food were considered. The research method used was theory-driven content analysis. Based on the theory, an analysis spreadsheet was formed, which utilized the theories of digital marketing and visual design. The spreadsheet was divided into three main groups: Finnish food and visual design of the websites, pictures, colors and text and the general impression. The research questions were formed under these main groups. The results were displayed through spreadsheets. The companies chosen to the research sample were picked from Suomen Maaseutumatkailuy-rittäjät’s website (Finnish Association of Rural Tourism Entrepreneurs) based on the criteria that the services the companies offer relate to food, accommodation, cottages and activities. The websites also needed to be available in a foreign language other than Finnish. All in all, six websites were analyzed in May 2013. The research shows that Finnish food was not extensively featured on the companies’ websites. Rural tourism entrepreneurs have not highlighted culinary trends, tradition or the origin of the food. Room for improvement was found in every section analyzed. The area that most needed strengthening was improving the general visual image of the websites, which would make the companies stand out from their competitors....
Erityisruokavalioiden ruokatilauskansion päivittäminen Blue Service Partners
(Laurea-ammattikorkeakoulu, 2013)
Tänä päivänä on yhä kasvavissa määrin erityisruokavaliota tarvitsevia asiakkaita. Erityisruokavaliota noudatetaan yleisesti joko terveydellisistä, eettisistä tai uskonnollisista syistä. Erityis-ruokavalioiden runsaus tuo ...
Asiakkaan palvelukokemuksen parantaminen. Case: Café Ekberg
(Laurea-ammattikorkeakoulu, 2013)
Asiakkaan palvelukokemuksen parantaminen – Case Café Ekberg
Vuosi 2013 Sivumäärä: 41
Tämä opinnäytetyö käsitteli asiakkaan palvelukokemusta ja sen parantamista kohdeorganisaatiossa. Kohdeorganisaationa oli Café ...
Kilpailijoiden verkkopalvelun analyysi Case: Laurea Events
(Laurea-ammattikorkeakoulu, 2013)
Tämän tutkimuksellisen opinnäytetyön tarkoituksena oli analysoida Laurea Leppävaaran Laurea Events-tapahtumapalvelun kilpailijoiden verkkopalvelut. Opinnäytetyön tavoitteena oli analyysin tulosten pohjalta tuoda esiin ...
”Ateria ei ole vain ainetta.” Ruokailun miellyttävyyteen vaikuttavat tekijät vanhusten pitkäaikaishoidossa
(Laurea-ammattikorkeakoulu, 2013)
miellyttävyyteen vaikuttavia sosiaalisia, psykologisia, kulttuurillisia ja aistinvaraisia tekijöitä tutkittu, sekä mitä mahdolliset tulokset kertovat. Opinnäytetyö on osa laajempaa Gusto-projektia, joka on osa Laurea-ammattikorkeakoulun hyvinvointiosaamisen...
The purpose of this systematic literature review is to discover factors that affect the atmosphere of organized dining in Finnish elderly homes. These factors can be social, psychological, cultural or sensory -based. The objective of this research is to discover whether these factors have been studied earlier and what the results were. This research is part of the Gusto project, which is a research and development programme on wellbeing services organized by Laurea University of Applied Sciences. The results of this thesis are useful for professionals, who design, develop and execute food services in elderly homes. Many research papers about physical factors, which affect the atmosphere of dining for the elderly, have been written. This research studies other factors that can be experienced in the dining environment and event. What are the sensory-based factors that stimulate the appetite of the elderly? For them the meaning of dining is more than filling the stomach and dining can be seen as a multisensory service experience and a resource that promotes wellbeing. This research was made by using a systematic review of literature. The literature has been collected from Nelli, Helka and Google Scholar databases. The search approved literature between 1997 and 2012. In addition literature has been collected from printed publications by manual search and from archives of selected journals. The research reveals that the topic has not been studied to a great extent. This research literature consists of two researches and twenty-six articles. The literature has been analyzed by using quantitative content analysis. The results of this research prove that the topic needs to be studied more in Finland. If more emphasis is placed on factors, which the feelings of home and comfort increase, it makes the elderly feel dining more pleasant and this improves their nutrition. Pleasant dining is more than filling the stomach. It can make the elderly feel happier, healthier and brighter. Dining can be more pleasant if small changes in the dining environment, practices and approaches are executed. The elderly feel cozier, safer and cared for if they can express wishes about dining and take part in planning and implementing the dinner. Instead of big innovations, desire and ability to regard dining in elderly homes from the elderly’s point of view are needed....
The purpose of this systematic literature review is to discover factors that affect the atmosphere of organized dining in Finnish elderly homes. These factors can be social, psychological, cultural or sensory -based. The objective of this research is to discover whether these factors have been studied earlier and what the results were. This research is part of the Gusto project, which is a research and development programme on wellbeing services organized by Laurea University of Applied Sciences. The results of this thesis are useful for professionals, who design, develop and execute food services in elderly homes. Many research papers about physical factors, which affect the atmosphere of dining for the elderly, have been written. This research studies other factors that can be experienced in the dining environment and event. What are the sensory-based factors that stimulate the appetite of the elderly? For them the meaning of dining is more than filling the stomach and dining can be seen as a multisensory service experience and a resource that promotes wellbeing. This research was made by using a systematic review of literature. The literature has been collected from Nelli, Helka and Google Scholar databases. The search approved literature between 1997 and 2012. In addition literature has been collected from printed publications by manual search and from archives of selected journals. The research reveals that the topic has not been studied to a great extent. This research literature consists of two researches and twenty-six articles. The literature has been analyzed by using quantitative content analysis. The results of this research prove that the topic needs to be studied more in Finland. If more emphasis is placed on factors, which the feelings of home and comfort increase, it makes the elderly feel dining more pleasant and this improves their nutrition. Pleasant dining is more than filling the stomach. It can make the elderly feel happier, healthier and brighter. Dining can be more pleasant if small changes in the dining environment, practices and approaches are executed. The elderly feel cozier, safer and cared for if they can express wishes about dining and take part in planning and implementing the dinner. Instead of big innovations, desire and ability to regard dining in elderly homes from the elderly’s point of view are needed....









