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Kotipalveluyrityksen johtamisen haasteet muuttuvassa toimintaympäristössä
(Laurea-ammattikorkeakoulu, 2013)
Tämä toiminnallinen opinnäytetyö tehtiin osana toimeksiantajana toimineen kotipalveluyrityksen prosessikuvaushanketta. Prosessikuvaushankkeen aikana rakennettiin kotipalveluyritykselle nykyaikainen, käytännönläheinen ja helposti ylläpidettävä IT...
Challenges of Managing a Home Service Company in the Volatile Operational Environment This thesis was commissioned by a Finnish home service company. Changes in the commissioner’s operational environment challenged it to consider how to maintain its success in the future. The commissioner decided to describe all its processes to accelerate its internal operations and flow of information. A new IMS enterprise resource planning (ERP) system was procured to enable the commissioner to describe all its processes and write an operation manual of its functions. The thesis was part of the commissioner’s process description project. It focused on describing processes related to managing, planning and monitoring operations. The purpose of the thesis was to recognize and describe the commissioner’s management and strategy maps and management processes as well as to write appointed matters to the operation manual. The objective of this work was to develop management and output tools for management planning, management’s self-evaluation and internal audit. Theme interview was used as the method to gather data for creating the contents to the IMS ERP system. The commissioner’s chief executive officer was interviewed about the commissioner’s transition to process management, present assessment practices and IMS demo’s examples of visualizing management processes. Contents were created into the IMS ERP system based on the results of the first interview. Secondly, an IMS expert was interviewed in order to get feedback on the created IMS contents. The IMS contents were then developed further according to the expert’s comments and ideas. Process descriptions were described by applying the blueprint method. During the thesis process the commissioner’s management and strategy maps were visualized and both strategic and operative planning processes were described. Year clocks were created for the management group and individual managers, essential documents were brought into the IMS system and agreed contents were included in the operation manual. A new practice of quarter of a year reviews was started and instructions for the review were written. Documents and processes were linked to each other in the IMS ERP system in order to clarify contexts and improve availability of information. As a result of the thesis the orderliness of management evolved. The commissioner’s management started to use the year clocks straight after they were prepared and the strategy map is used as a tool in the strategy project. IMS management maps and processes formed a consistent ensemble and the commissioner evaluated them to be easy to use when planning and developing management operations. As a result the commissioner also got universal instructions for self-evaluation and inner audit. By editing the instructions suitable for its use, the commissioner can start the new evaluating practices. Further targets for development are starting the management’s self-evaluation and inner audits, creating other contents into the IMS ERP system and educating the commissioner’s staff to use the IMS ERP system and its various tools....
Challenges of Managing a Home Service Company in the Volatile Operational Environment This thesis was commissioned by a Finnish home service company. Changes in the commissioner’s operational environment challenged it to consider how to maintain its success in the future. The commissioner decided to describe all its processes to accelerate its internal operations and flow of information. A new IMS enterprise resource planning (ERP) system was procured to enable the commissioner to describe all its processes and write an operation manual of its functions. The thesis was part of the commissioner’s process description project. It focused on describing processes related to managing, planning and monitoring operations. The purpose of the thesis was to recognize and describe the commissioner’s management and strategy maps and management processes as well as to write appointed matters to the operation manual. The objective of this work was to develop management and output tools for management planning, management’s self-evaluation and internal audit. Theme interview was used as the method to gather data for creating the contents to the IMS ERP system. The commissioner’s chief executive officer was interviewed about the commissioner’s transition to process management, present assessment practices and IMS demo’s examples of visualizing management processes. Contents were created into the IMS ERP system based on the results of the first interview. Secondly, an IMS expert was interviewed in order to get feedback on the created IMS contents. The IMS contents were then developed further according to the expert’s comments and ideas. Process descriptions were described by applying the blueprint method. During the thesis process the commissioner’s management and strategy maps were visualized and both strategic and operative planning processes were described. Year clocks were created for the management group and individual managers, essential documents were brought into the IMS system and agreed contents were included in the operation manual. A new practice of quarter of a year reviews was started and instructions for the review were written. Documents and processes were linked to each other in the IMS ERP system in order to clarify contexts and improve availability of information. As a result of the thesis the orderliness of management evolved. The commissioner’s management started to use the year clocks straight after they were prepared and the strategy map is used as a tool in the strategy project. IMS management maps and processes formed a consistent ensemble and the commissioner evaluated them to be easy to use when planning and developing management operations. As a result the commissioner also got universal instructions for self-evaluation and inner audit. By editing the instructions suitable for its use, the commissioner can start the new evaluating practices. Further targets for development are starting the management’s self-evaluation and inner audits, creating other contents into the IMS ERP system and educating the commissioner’s staff to use the IMS ERP system and its various tools....
Tapahtumakonseptin luominen palvelumuotoilun avulla: Case Kartanokylpylä Kaisankoti
(Laurea-ammattikorkeakoulu, 2013)
, yritys lisää omalta osaltaan yhteisöllisyyttä yrityksen lähiseudun asukkaiden keskuudessa. Kaisankodilta saatiin opinnäytetyölle toimeksianto, jonka tavoitteena oli selvittää lähiseudun asukkaiden tarpeita ja toiveita tuleviin tapahtumiin liittyen sekä...
Palveluiden kiinnostavuus ikäihmisten arjessa
(Laurea-ammattikorkeakoulu, 2013)
Tämän opinnäytetyön tarkoituksena oli saada tietoa ikäihmisistä ja heidän arjestaan. Tavoitteena oli kartoittaa ja tarjota sellaisia palveluja, jotka voisivat tuoda uudenlaista sisältöä ikäihmisten arkeen. Opinnäytetyön aihe syntyi opinnäytetyön...
Elderly People`s Interest in Services as Part of Their Everyday Life The purpose of this thesis was to obtain information about older people and their daily life. The objective was to identify and provide services that could bring new content to older people's everyday life. The topic for this thesis was born out of the author’s personal idea to start planning an on-line service in which elderly people would get information about leisure facilities. The research questions were: "What leisure and recreational services would interest the older people?" and ”Do older people choose the services created for under their user profiles?” This work is a research-based thesis. The research study is qualitative. The data was collected by interviewing four retired older people. The research of the thesis was divided into three phases. In the first stage, the data collection method was telephone interviews. In the second phase of the study, the respondents were created their own user profile based on the first week’s interview results. In the third phase of the research, data was collected through theme interviews. Interviews took place in weeks eight and ten in 2013. The main result was that older people interviewed did not choose leisure facilities only in accordance with their personal user profile. Culture, art and music services were chosen from a combination of both, but own interest seemed to be associated with these choices. Noteworthy about the results were also that older people were interested in leisure, fitness enhancing services, and different information providing services. Physical services were such the interviews already choose on a regular basis, because of the health benefits. Different information services, such as courses and, lectures were also selected because the respondents wanted to be informed and to deepen their own knowledge base. The results of this study can be used for example, in other studies on older adults, and in leisure business models and service network conception and development aimed at elderly people....
Elderly People`s Interest in Services as Part of Their Everyday Life The purpose of this thesis was to obtain information about older people and their daily life. The objective was to identify and provide services that could bring new content to older people's everyday life. The topic for this thesis was born out of the author’s personal idea to start planning an on-line service in which elderly people would get information about leisure facilities. The research questions were: "What leisure and recreational services would interest the older people?" and ”Do older people choose the services created for under their user profiles?” This work is a research-based thesis. The research study is qualitative. The data was collected by interviewing four retired older people. The research of the thesis was divided into three phases. In the first stage, the data collection method was telephone interviews. In the second phase of the study, the respondents were created their own user profile based on the first week’s interview results. In the third phase of the research, data was collected through theme interviews. Interviews took place in weeks eight and ten in 2013. The main result was that older people interviewed did not choose leisure facilities only in accordance with their personal user profile. Culture, art and music services were chosen from a combination of both, but own interest seemed to be associated with these choices. Noteworthy about the results were also that older people were interested in leisure, fitness enhancing services, and different information providing services. Physical services were such the interviews already choose on a regular basis, because of the health benefits. Different information services, such as courses and, lectures were also selected because the respondents wanted to be informed and to deepen their own knowledge base. The results of this study can be used for example, in other studies on older adults, and in leisure business models and service network conception and development aimed at elderly people....
Teemallisen juhlatapahtuman tuotantoprosessin blueprint Go Experience Oy:lle
(Laurea-ammattikorkeakoulu, 2013)
:n käyttöön, opinnäytetyö toteutettiin tiiviissä yhteistyössä yrityksen kanssa. Tekijä vastasi kuitenkin itsenäisesti tarvittavan materiaalin hankinnasta, työn etenemisestä ja toteutuksesta. Materiaalia hankittiin teorian muodossa tapahtumantuotannon eri osa...
This practice-based thesis investigates the production process of theme party events and other factors related to the main topic. The thesis was commissioned by Go Experience Ltd. that sells and produces theme party events, activity programs and sailing trips mainly for corporate customers. The purpose of this thesis was to create a clear and functional blueprint of the production process of a theme party event for Go Experience Ltd. The objective was that with the help of the blueprint it is easier to clarify the big picture of the event production that Go Experience Ltd. is producing; the blueprint will function as a checklist for employees who are working on the event production. The objective was also to find out development ideas for the event production for the commissioner with the help of the newly created blueprint. Since the blueprint was designed only for Go Experience Ltd. the thesis was carried out in close co-operation with the company. Still the author independently aquired the relevant material, as well as was responsible for the implementation and progress of the work. The material was collected in the form of theory from the various sectors of event production, customer orientation and logistics. The research methods were theme interview, observation and blueprint, which was also the final output of this thesis. The customer-orientated point of view was included by researching and compiling statistics of customer feedback forms. An organizational plan for the company’s warehouse was born during the investigation of logistics. The company store all the props such as clothes, fabrics, screens, lights and tools in the warehouse that are all central items when producing theme party events, so therefore it is justified to say that the logistics of the warehouse are a key factor especially in the production stage. The organizational plan is hoped to facilitate the whole production process. The blueprint was created based on the results from the research methods and by comparing the theory to the company’s work in practice. Based on the gained results, some development ideas were composed for the company for their working methods. New ideas were created for the daily work in office but also the small factors in the production of a theme party event were drawn up. The author felt successful when it comes to planning and implementation even though some questions should have been solved differently. Still the feedback from the commissioner was positive and the settled purpose and objective were fulfilled....
This practice-based thesis investigates the production process of theme party events and other factors related to the main topic. The thesis was commissioned by Go Experience Ltd. that sells and produces theme party events, activity programs and sailing trips mainly for corporate customers. The purpose of this thesis was to create a clear and functional blueprint of the production process of a theme party event for Go Experience Ltd. The objective was that with the help of the blueprint it is easier to clarify the big picture of the event production that Go Experience Ltd. is producing; the blueprint will function as a checklist for employees who are working on the event production. The objective was also to find out development ideas for the event production for the commissioner with the help of the newly created blueprint. Since the blueprint was designed only for Go Experience Ltd. the thesis was carried out in close co-operation with the company. Still the author independently aquired the relevant material, as well as was responsible for the implementation and progress of the work. The material was collected in the form of theory from the various sectors of event production, customer orientation and logistics. The research methods were theme interview, observation and blueprint, which was also the final output of this thesis. The customer-orientated point of view was included by researching and compiling statistics of customer feedback forms. An organizational plan for the company’s warehouse was born during the investigation of logistics. The company store all the props such as clothes, fabrics, screens, lights and tools in the warehouse that are all central items when producing theme party events, so therefore it is justified to say that the logistics of the warehouse are a key factor especially in the production stage. The organizational plan is hoped to facilitate the whole production process. The blueprint was created based on the results from the research methods and by comparing the theory to the company’s work in practice. Based on the gained results, some development ideas were composed for the company for their working methods. New ideas were created for the daily work in office but also the small factors in the production of a theme party event were drawn up. The author felt successful when it comes to planning and implementation even though some questions should have been solved differently. Still the feedback from the commissioner was positive and the settled purpose and objective were fulfilled....
Selvitys kouluhedelmäohjelman nykytilanteesta Euroopassa
(Laurea-ammattikorkeakoulu, 2013)
tarkasteltiin lasten ja nuorten ravitsemuksen ja välipalarytmien kautta ja tutustuttiin syihin, joiden takia Suomi ei aikaisemmin ole liittynyt ohjelmaan. Tämä opinnäytetyö sisältää yleiskatsauksen kaikista Euroopan unionin kahdestakymmenestäneljästä...
Survey of the School Fruit Scheme in Europe The School Fruit Scheme is a European Union-funded health project, which is aimed at preventing obesity of children and youngsters, teaching healthy eating habits and advancing agriculture. The objective of this research-based study was to survey the European School Fruit Schemes that are managed by the Ministry of Agriculture and Forestry. The purpose was to make a comprehensive research study of six School Fruit Scheme activities. The research question was obtained from the commissioner, and it is: how is the School Fruit Scheme implemented in six European countries. Representatives from the Ministry of Agriculture and Forestry also included four additional questions: what impression does the School Fruit Schemes make, what success has there been and why, what failure has taken place and why, and how does the free school lunch provided in Finland affect the School Fruit Scheme’s success. This thesis focused on the European Union’s role in promoting the health of citizens. In addition, the School Fruit Scheme is examined through children’s and youngsters’ nutrition and snack rhythm and to gain and understanding of the reasons why Finland has not previously been associated with the School Fruit Scheme. This thesis provided an overview of all the European Union’s twenty-four School Fruit Schemes. A more detailed research of the six School Fruit Scheme activities was implemented using an electronic questionnaire. The survey results were analyzed with comparative analysis. The results showed that the School Fruit Scheme is a multifaceted system and its successes and failures cannot be clearly measured. To help to review it, it is rational to use a variety of perspectives in the examination to identify the success and failure in different divisions of the School Fruit Schemes. The main challenges are with budgeting, regardless of the country. The results indicate that the school lunch did not have a direct impact on the functioning of the Scheme...
Survey of the School Fruit Scheme in Europe The School Fruit Scheme is a European Union-funded health project, which is aimed at preventing obesity of children and youngsters, teaching healthy eating habits and advancing agriculture. The objective of this research-based study was to survey the European School Fruit Schemes that are managed by the Ministry of Agriculture and Forestry. The purpose was to make a comprehensive research study of six School Fruit Scheme activities. The research question was obtained from the commissioner, and it is: how is the School Fruit Scheme implemented in six European countries. Representatives from the Ministry of Agriculture and Forestry also included four additional questions: what impression does the School Fruit Schemes make, what success has there been and why, what failure has taken place and why, and how does the free school lunch provided in Finland affect the School Fruit Scheme’s success. This thesis focused on the European Union’s role in promoting the health of citizens. In addition, the School Fruit Scheme is examined through children’s and youngsters’ nutrition and snack rhythm and to gain and understanding of the reasons why Finland has not previously been associated with the School Fruit Scheme. This thesis provided an overview of all the European Union’s twenty-four School Fruit Schemes. A more detailed research of the six School Fruit Scheme activities was implemented using an electronic questionnaire. The survey results were analyzed with comparative analysis. The results showed that the School Fruit Scheme is a multifaceted system and its successes and failures cannot be clearly measured. To help to review it, it is rational to use a variety of perspectives in the examination to identify the success and failure in different divisions of the School Fruit Schemes. The main challenges are with budgeting, regardless of the country. The results indicate that the school lunch did not have a direct impact on the functioning of the Scheme...
Suosittelevan myyntityön haasteet : Case: Abc Deli
(Laurea-ammattikorkeakoulu, 2013)
Tämän opinnäytetyön tarkoituksena oli selvittää yhteistyöyrityksen suosittelevan myyntityön sekä tavoitteellisen johtamisen nykytilaa. Tavoitteena oli laatia kehitysideoita suosittelevan myyntityön kehittämiseksi ja henkilöstön motivoimiseksi. Työn...
The Challenges of Product Recommendation – Case: Abc Deli The objective of this thesis was to survey the current state of product recommendation, sales orientation and the commissioner company’s management state. The purpose of this thesis was to produce ideas to improve the motivation of the current staff and give them tools. This thesis was commissioned by Abc Deli service station chain that is part of the co-operative store Hok-Elanto. Service sector is a field which keeps on developing. Fast pace, service-mindedness and competitiveness are typical characteristics of this sector. In the service sector, employees need to be motivated to create the best possible process in the service. It is very important to differentiate from the competitors. Objectives lead the motivation and sales-orientation. It is also very important to set goals and follow them as part of maintaining motivation. This thesis was conducted as a qualitative research and theme interview was used as the method. For this research five store managers, and one assistant store manager were interviewed. The themes of the interviews were the following: service, sales, goals, personnel, and motivation. The interview results showed the current state of recommending sales and the goals. The interviews also revealed some common development proposals. When analyzing the results, it came clear that there is good team spirit in the posts, and recommending sales were used and followed often. The goals were defined and their importance understood. Following the goals needs some modernization. It is also important that the upper management support the motivation of the employees. The sales competitions seem also to be useful to help improve recommending sales. According to the results, setting a personal goal is also very important when improving recommending sales. A personal goal commits and encourages the employee in their post and when working with sales. When the whole work group is committed, it will motivate everybody in the work society towards accomplishing the set goals....
The Challenges of Product Recommendation – Case: Abc Deli The objective of this thesis was to survey the current state of product recommendation, sales orientation and the commissioner company’s management state. The purpose of this thesis was to produce ideas to improve the motivation of the current staff and give them tools. This thesis was commissioned by Abc Deli service station chain that is part of the co-operative store Hok-Elanto. Service sector is a field which keeps on developing. Fast pace, service-mindedness and competitiveness are typical characteristics of this sector. In the service sector, employees need to be motivated to create the best possible process in the service. It is very important to differentiate from the competitors. Objectives lead the motivation and sales-orientation. It is also very important to set goals and follow them as part of maintaining motivation. This thesis was conducted as a qualitative research and theme interview was used as the method. For this research five store managers, and one assistant store manager were interviewed. The themes of the interviews were the following: service, sales, goals, personnel, and motivation. The interview results showed the current state of recommending sales and the goals. The interviews also revealed some common development proposals. When analyzing the results, it came clear that there is good team spirit in the posts, and recommending sales were used and followed often. The goals were defined and their importance understood. Following the goals needs some modernization. It is also important that the upper management support the motivation of the employees. The sales competitions seem also to be useful to help improve recommending sales. According to the results, setting a personal goal is also very important when improving recommending sales. A personal goal commits and encourages the employee in their post and when working with sales. When the whole work group is committed, it will motivate everybody in the work society towards accomplishing the set goals....
Asiakaspalvelun laatu ja kehittäminen, Case: Ratsutila Wikner
(Laurea-ammattikorkeakoulu, 2013)
Tämän opinnäytetyön tarkoituksena oli tutkia Ratsutila Wiknerin ratsastuskoulun asiakaspalvelua ja asiakaspalvelun laatua. Tavoitteena oli selvittää, kuinka tyytyväisiä ratsastuskoulun asiakkaat ovat Ratsutila Wiknerin tarjoamiin palveluihin tällä...
This thesis was commissioned by Ratsutila Wikner and its objectives were to study the quality of the customer service at Ratsutila Wikner riding school and how the service should be developed. The purpose of this thesis was to conduct a research that indicates how satisfied the customers of the riding school currently are and how the quality of the customer service should be improved based on the customers’ wishes. The final results of the thesis are usable development propositions on how the customer service in Ratsutila Wikner should be developed. Ratsutila Wikner is a constantly growing company that offers riding school services to people of all ages and also full-care stalls to horses in Kirkkonummi, Southern Finland. The thesis concentrates only on the riding school services. The thesis enabled scrutinizing how the customers like the customer service in Ratsutila Wikner since this is the first time a research of this type is conducted. Ratsutila Wikner wants to provide better service for the customers than before. To reach this objective they need to hear the customers’ wishes, too. The research was made as quantitative research that included three theme interviews and a survey. One of the interviewees was the owner of the riding school and the other two interviews were performed with riding school customers. The research also included a blueprint that was compiled together with the owner of the riding school. The purpose of the blueprint was to understand the customer journey in Ratsutila Wikner and all the background processes and support processes behind the customer journey. The results of this research proved that the customers of Ratsutila Wikner are already quite satisfied with the service. The research still pointed out some weaknesses that should be de-veloped in Ratsutila Wikner’s customer service. One of them was renewing the booking system for riding lessons. Customers thought that the booking system could be done more easily than currently. The customers also hoped that it would be easier to get help before their riding lesson. This could be solved by doing some re-organizing with the stable crew by getting a member to help the customers when help is needed the most. The third target, which customers thought needed to be developed, was the whole security policy at the riding school. This thesis introduces how the security aspects should be taken into consideration, for example on the riding school web-page and the info-board inside the stable....
This thesis was commissioned by Ratsutila Wikner and its objectives were to study the quality of the customer service at Ratsutila Wikner riding school and how the service should be developed. The purpose of this thesis was to conduct a research that indicates how satisfied the customers of the riding school currently are and how the quality of the customer service should be improved based on the customers’ wishes. The final results of the thesis are usable development propositions on how the customer service in Ratsutila Wikner should be developed. Ratsutila Wikner is a constantly growing company that offers riding school services to people of all ages and also full-care stalls to horses in Kirkkonummi, Southern Finland. The thesis concentrates only on the riding school services. The thesis enabled scrutinizing how the customers like the customer service in Ratsutila Wikner since this is the first time a research of this type is conducted. Ratsutila Wikner wants to provide better service for the customers than before. To reach this objective they need to hear the customers’ wishes, too. The research was made as quantitative research that included three theme interviews and a survey. One of the interviewees was the owner of the riding school and the other two interviews were performed with riding school customers. The research also included a blueprint that was compiled together with the owner of the riding school. The purpose of the blueprint was to understand the customer journey in Ratsutila Wikner and all the background processes and support processes behind the customer journey. The results of this research proved that the customers of Ratsutila Wikner are already quite satisfied with the service. The research still pointed out some weaknesses that should be de-veloped in Ratsutila Wikner’s customer service. One of them was renewing the booking system for riding lessons. Customers thought that the booking system could be done more easily than currently. The customers also hoped that it would be easier to get help before their riding lesson. This could be solved by doing some re-organizing with the stable crew by getting a member to help the customers when help is needed the most. The third target, which customers thought needed to be developed, was the whole security policy at the riding school. This thesis introduces how the security aspects should be taken into consideration, for example on the riding school web-page and the info-board inside the stable....
Tuotelanseerauksen onnistuminen myyntipisteessä
(Laurea-ammattikorkeakoulu, 2013)
Tämän tutkimuksellisen opinnäytetyön aiheena oli selvittää lanseerauksen onnistumista myyntipisteessä. Tutkimus toteutettiin Lumene Oy:n kanssa joka on suomalainen ihonhoito- ja värikosmetiikkatuotteita valmistava yritys, joka kehittää, valmistaa...
The primary objective of this thesis was to determine the success of product launches in a shop. The study was commissioned by Lumene Oy which is a Finnish skin care and cosmetics manufacturer. It produces, develops, sells and promotes its own products. The targets of this research were two grocery stores. Department managers and two stockers were interviewed. Product launches are the largest operations that the company performs throughout the year. The importance of the product launches was the reason for conducting this research. The purpose was also to get new thoughts on how the cooperation between the company and the markets could be improved. The theoretical section of this thesis was based on literature concerning product launches, and especially for what is needed for a successful product launch. The theoretical background deals with the company's purchasing process, which has a big role when you want to know how to sell products and so that the product launch fulfills its objective. After this Lumene's product launch process were presented, and this section includes indicators that are used to measure new product launches. Theme interview was used as the research method and three department managers were interviewed. Two stockers, who work in the same shop as the department managers, but who work for Lumene were also interviewed. The objective of the interviews was to get information that would support Lumene's operations and with which new product launches could be developed. With the help of the theoretical background and theme interviews, comprehensive information was found out about the success of product launches and how they can be improved. New ideas were brought up that Lumene can start using or can study more. For future campaigns and launches, new elements are needed and these findings can be useful for them. A new product launch should always be thought of as a learning process which should be continuously improved. As the result ideas for new marketing material and product knowledge leaflets came up. New marketing materials would bring more visibility in the market and the leaflets would work as a guide for staff in the stores....
The primary objective of this thesis was to determine the success of product launches in a shop. The study was commissioned by Lumene Oy which is a Finnish skin care and cosmetics manufacturer. It produces, develops, sells and promotes its own products. The targets of this research were two grocery stores. Department managers and two stockers were interviewed. Product launches are the largest operations that the company performs throughout the year. The importance of the product launches was the reason for conducting this research. The purpose was also to get new thoughts on how the cooperation between the company and the markets could be improved. The theoretical section of this thesis was based on literature concerning product launches, and especially for what is needed for a successful product launch. The theoretical background deals with the company's purchasing process, which has a big role when you want to know how to sell products and so that the product launch fulfills its objective. After this Lumene's product launch process were presented, and this section includes indicators that are used to measure new product launches. Theme interview was used as the research method and three department managers were interviewed. Two stockers, who work in the same shop as the department managers, but who work for Lumene were also interviewed. The objective of the interviews was to get information that would support Lumene's operations and with which new product launches could be developed. With the help of the theoretical background and theme interviews, comprehensive information was found out about the success of product launches and how they can be improved. New ideas were brought up that Lumene can start using or can study more. For future campaigns and launches, new elements are needed and these findings can be useful for them. A new product launch should always be thought of as a learning process which should be continuously improved. As the result ideas for new marketing material and product knowledge leaflets came up. New marketing materials would bring more visibility in the market and the leaflets would work as a guide for staff in the stores....
Ohjelmatoimiston, tiskijukan ja yökerhon välinen toiminta
(Laurea-ammattikorkeakoulu, 2013)
Tämän tutkimuksellisen opinnäytetyön otsikkona on ohjelmatoimiston, tiskijukan ja yökerhon välinen toiminta. Opinnäytetyön tarkoitus oli yökerhojen ja ohjelmatoimistojen yhteistyön parantaminen. Päätutkimusmenetelmänä käytettiin haastatteluita. Yhtä...
Co-operation between a Program Office, DJ and Nightclub This thesis is about the co-operation between a program office, DJ and nightclub. It is a research-based thesis. The purpose of this thesis was to research and improve the selling of DJ services. How program offices and nightclubs could improve their collaboration was also studied. Program offices sell complete program packages to nightclubs. Four different interviews were conducted. One of the interviews was with a DJ and the other three interviews were with restaurateurs. The purpose of the interviews was to examine sector-specific basic information about sales, goals, expectations, pricings, price margins and events. Based on these interviews, some research and other observations improvement ideas were drawn up that could be implemented in nightclubs and program offices. The theoretical frame of reference was constructed around the topics of professional services, product creation, customer orientation and services. This thesis comprises a qualitative research. The questions used in the interviews were based on the frame of reference. Open interview was the chosen interview type. One DJ was interviewed. Good basic information about the profession of disc jockeys was received and it enabled to get a complete picture of a DJ’s job description. Three different restaurateurs were interviewed, too. How nightclubs operate and how they co-operate with the program offices was studied. The research results indicate that there is room for improvement to enhance the co-operation between nightclubs and program offices. Both parties are in the dark about what the other one wants from the co-operation. The program offices could sell more services to the nightclubs and they could also create bigger service packages. Nightclubs would buy these packages if they existed, because it would lessen their workload. The music that the DJ plays has a positive effect on how well customers are entertained. It is also good for the nightclubs cash flow. The restaurateurs were mostly well aware of how DJs operate in their nightclubs. Even though a DJs main job is to play music and keeping the party going, the restaurateurs still want disc jockeys to do a bit more like taking part in building up a themed night....
Co-operation between a Program Office, DJ and Nightclub This thesis is about the co-operation between a program office, DJ and nightclub. It is a research-based thesis. The purpose of this thesis was to research and improve the selling of DJ services. How program offices and nightclubs could improve their collaboration was also studied. Program offices sell complete program packages to nightclubs. Four different interviews were conducted. One of the interviews was with a DJ and the other three interviews were with restaurateurs. The purpose of the interviews was to examine sector-specific basic information about sales, goals, expectations, pricings, price margins and events. Based on these interviews, some research and other observations improvement ideas were drawn up that could be implemented in nightclubs and program offices. The theoretical frame of reference was constructed around the topics of professional services, product creation, customer orientation and services. This thesis comprises a qualitative research. The questions used in the interviews were based on the frame of reference. Open interview was the chosen interview type. One DJ was interviewed. Good basic information about the profession of disc jockeys was received and it enabled to get a complete picture of a DJ’s job description. Three different restaurateurs were interviewed, too. How nightclubs operate and how they co-operate with the program offices was studied. The research results indicate that there is room for improvement to enhance the co-operation between nightclubs and program offices. Both parties are in the dark about what the other one wants from the co-operation. The program offices could sell more services to the nightclubs and they could also create bigger service packages. Nightclubs would buy these packages if they existed, because it would lessen their workload. The music that the DJ plays has a positive effect on how well customers are entertained. It is also good for the nightclubs cash flow. The restaurateurs were mostly well aware of how DJs operate in their nightclubs. Even though a DJs main job is to play music and keeping the party going, the restaurateurs still want disc jockeys to do a bit more like taking part in building up a themed night....
Hotellin vastaanotto toimivana ja tehokkaana työympäristönä, case: Radisson Blu Espoo
(Laurea-ammattikorkeakoulu, 2013)
Tämän opinnäytetyön toimeksiantajana toimi Otaniemessä sijaitseva Radisson Blu Espoo. Radisson Blu Espoo hotellissa on 209 huonetta ja suurin osa sen asiakkaista on business-matkailijoita, sen sijaitessa lähellä Keilarannan yrityskeskittymää...
Hotel Reception as a Functional and Effective Working Environment, case: Radisson Blu Espoo This study was commissioned by Radisson Blu Espoo that locates in Otaniemi. There are 209 hotel rooms in Radisson Blu Espoo and most of its customers are business travelers, because of the vicinity to the offices in Keilaranta. Radisson Blu is part of the international Rezidor Hotel Group. The purpose of this study was to suggest different methods to improve the functionality and cost-efficiency of the hotel reception. In a functional reception the employees are motivated, effective and act as professionals. The costs stay under control when human resources management works. The purpose was also to create development ideas to the hotel front desk and to highlight the possible drawbacks. For the hotel it is important that the customer is 100-% satisfied with the service they receive. The employees need to be motivated and to act cost-effectively. In this study the frame of reference consists of literature on human resources management and customer relationship management as well as environmental knowledge as it is a topical subject in today’s hotel business. Interview and web survey were used in this study as the research methods. Theme interview was implemented by interviewing the Room Division Manager of Radisson Blu Espoo. The web survey was sent to the hotel front desk employees, such as receptionists and service managers. The themes of the interview covered human resources management, customer relationship management and environmental knowledge. The survey for the front desk employees was based on the results of the interview. Development ideas were drawn up based on the interview and web survey. In the results of this study feasible development suggestions are presented to the hotel to improve its operative functions. The most important development suggestions based on the results of the study were to improve the minibar, to monthly reward the employee who gets the best customer feedback, to arrange environmental training and to choose one employee who is responsible for environmental issues in the office, regular meetings between departments as well as performance appraisals between the employee and manager. The differences between the managers and employees based on the results of the interview and web survey were considered when composing the development ideas....
Hotel Reception as a Functional and Effective Working Environment, case: Radisson Blu Espoo This study was commissioned by Radisson Blu Espoo that locates in Otaniemi. There are 209 hotel rooms in Radisson Blu Espoo and most of its customers are business travelers, because of the vicinity to the offices in Keilaranta. Radisson Blu is part of the international Rezidor Hotel Group. The purpose of this study was to suggest different methods to improve the functionality and cost-efficiency of the hotel reception. In a functional reception the employees are motivated, effective and act as professionals. The costs stay under control when human resources management works. The purpose was also to create development ideas to the hotel front desk and to highlight the possible drawbacks. For the hotel it is important that the customer is 100-% satisfied with the service they receive. The employees need to be motivated and to act cost-effectively. In this study the frame of reference consists of literature on human resources management and customer relationship management as well as environmental knowledge as it is a topical subject in today’s hotel business. Interview and web survey were used in this study as the research methods. Theme interview was implemented by interviewing the Room Division Manager of Radisson Blu Espoo. The web survey was sent to the hotel front desk employees, such as receptionists and service managers. The themes of the interview covered human resources management, customer relationship management and environmental knowledge. The survey for the front desk employees was based on the results of the interview. Development ideas were drawn up based on the interview and web survey. In the results of this study feasible development suggestions are presented to the hotel to improve its operative functions. The most important development suggestions based on the results of the study were to improve the minibar, to monthly reward the employee who gets the best customer feedback, to arrange environmental training and to choose one employee who is responsible for environmental issues in the office, regular meetings between departments as well as performance appraisals between the employee and manager. The differences between the managers and employees based on the results of the interview and web survey were considered when composing the development ideas....









