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Viitteet 631-640 / 1002
Selvitys pääkaupunkiseudun matkailuhenkilöstön Espoo-tuntemuksesta
(Laurea-ammattikorkeakoulu, 2013)
Tämän opinnäytetyön aiheena oli pääkaupunkiseudun matkailuhenkilöstön Espoo-tuntemuksen tason selvittäminen. Työn toimeksiantaja on Espoon Matkailu Oy, ja aihe syntyi yrityksen tarpeesta saada tietoa, jonka avulla se voi kehittää järjestämäänsä...
Espoo Knowledge of Tourism Industry Personnel in the Metropolitan Area The purpose of this thesis was to evaluate the customer servants’ knowledge of their working environment in the city of Espoo. The results of this thesis are used to improve the quality of the tourism training organized by Visit Espoo. The primary objective of this thesis was to assess the knowledge about Espoo city among future candidates for tourism training. The secondary objective was to report how well-known Visit Espoo and its products are and which aspects of knowledge about Espoo city and its attractions the target group needs to improve their knowledge upon. Keywords are quality of service, professional expertise and training and they form the theoretical framework of this thesis. The quality of service consists of different parts. One of the key parts is professional expertise. Professional expertise means capability to perform in a certain field of work. It can be increased through training and education. Questionnaire was used as the research method to gather the information for the report. Knowledge audit method was used as the base for the questionnaire. The questionnaire had three parts; preliminary survey, knowledge audit part and open questions. Personal information of the respondents was gathered to be used in the process of reviewing the results. The main part was the knowledge audit part that was used to report the level of Espoo knowledge of the re-spondents. The purpose of the open questions was to obtain ideas and suggestions to improve the products of Visit Espoo. Theme interview was used to canvass the background of Visit Espoo’s tourism training. The interviewee was the trainer of the tourism training. The level of Espoo knowledge of the tourism industry personnel in the metropolitan area varies between different subjects, but the background of the respondents had no observable effect on the level of knowledge. The least known subjects were program service businesses and some of the sea destinations. Culture events were more known than sport events. The products and services offered by Visit Espoo received positive feedback. However, many stated that they were not previously aware that such products or services are available. There is also demand for more training and products to support the local knowledge of the tourism industry personnel. The main improvement points for the content of Visit Espoo’s tourism training are the least known subjects of the knowledge audit part of the questionnaire. Marketing would also need more attention, so that it reached the target group better. Respondents wished for new products and services that would improve their local knowledge and Visit Espoo could go over the possibilities to implement these ideas....
Espoo Knowledge of Tourism Industry Personnel in the Metropolitan Area The purpose of this thesis was to evaluate the customer servants’ knowledge of their working environment in the city of Espoo. The results of this thesis are used to improve the quality of the tourism training organized by Visit Espoo. The primary objective of this thesis was to assess the knowledge about Espoo city among future candidates for tourism training. The secondary objective was to report how well-known Visit Espoo and its products are and which aspects of knowledge about Espoo city and its attractions the target group needs to improve their knowledge upon. Keywords are quality of service, professional expertise and training and they form the theoretical framework of this thesis. The quality of service consists of different parts. One of the key parts is professional expertise. Professional expertise means capability to perform in a certain field of work. It can be increased through training and education. Questionnaire was used as the research method to gather the information for the report. Knowledge audit method was used as the base for the questionnaire. The questionnaire had three parts; preliminary survey, knowledge audit part and open questions. Personal information of the respondents was gathered to be used in the process of reviewing the results. The main part was the knowledge audit part that was used to report the level of Espoo knowledge of the re-spondents. The purpose of the open questions was to obtain ideas and suggestions to improve the products of Visit Espoo. Theme interview was used to canvass the background of Visit Espoo’s tourism training. The interviewee was the trainer of the tourism training. The level of Espoo knowledge of the tourism industry personnel in the metropolitan area varies between different subjects, but the background of the respondents had no observable effect on the level of knowledge. The least known subjects were program service businesses and some of the sea destinations. Culture events were more known than sport events. The products and services offered by Visit Espoo received positive feedback. However, many stated that they were not previously aware that such products or services are available. There is also demand for more training and products to support the local knowledge of the tourism industry personnel. The main improvement points for the content of Visit Espoo’s tourism training are the least known subjects of the knowledge audit part of the questionnaire. Marketing would also need more attention, so that it reached the target group better. Respondents wished for new products and services that would improve their local knowledge and Visit Espoo could go over the possibilities to implement these ideas....
Pizza-online-palvelun kehittäminen ravintoloiden näkökulmasta
(Laurea-ammattikorkeakoulu, 2013)
Tämän opinnäytetyön tarkoituksena on laatia toimeksiantaja SLM Finland Oy:lle kehitysehdotuksia yrityksen Pizza-online-palvelusta asiakkaan eli Pizza-onlinen sopimusravintoloiden näkökulmasta. Kehitysehdotukset perustuvat neljän sopimusravintolan ravintolapäällikön haastatteluun Pizza-online-palvelusta. Tavoitteena on laadittujen kehitysehdotusten avulla edistää palvelun toimivuutta.
Opinnäytetyön toimeksiantaja SLM Finland Oy on ohjelmointialan yritys, joka on perustettu vuonna 2005. Yritys ylläpitää Pizza-online-palvelua, joka on useiden ravintoloiden käyttämä ruoan online-tilausjärjestelmä. Yrityksen Toni Toijanaho sekä Henrik Bamford omistivat palvelun vuoden 2012 kesään saakka, jolloin saksalainen Delivery Hero osti palvelun. Keravalla toimiva SLM Finland Oy on kuitenkin edelleen palvelun ylläpitäjä. Yrityksen liikevaihdon kasvu on ollut räjähdysmäinen, sillä vuoden 2008 liikevaihto oli 614 000 euroa ja vuoden 2012 liikevaihto oli 11 miljoonaa euroa.
SLM Finland Oy:n tarkemman esittelyn jälkeen on vuorossa online-tilausjärjestelmän avaaminen sekä järjestelmän palvelulupaukset, tilausprosessit sekä markkinointi. Tarkastelussa ovat myös aiemmat Pizza-onlinesta tehdyt tutkimukset ja lyhyt analyysi näistä. Työn teoriaosuus koostuu palvelun kehittämisestä, jossa tarkastelussa on tuotekehitys, palvelun laadun kehittäminen sekä asiakastyytyväisyyden parantaminen.
Menetelmänä käytettiin puolistrukturoitua haastattelua, joka sisältää 10 kysymystä Pizza-onlineen liittyen. Haastatteluista saatu aineisto purettiin nauhurilta Word-tiedostoon tekstiksi ja analysoitiin ravintolakohtaisesti. Haastattelutulosten perusteella laadittiin kehitysehdotukset toimeksiantajalle.
Haastatteluista saadut tulokset olivat kaikki hyödyllisiä ja ravintoloittain erilaisia. Hieman ongelmia tuottivat haastateltujen kielitaito, sillä kaikki haastateltavat olivat kotoisin Suomen ulkopuolelta. Tuloksista oli kuitenkin mahdollista laatia käyttökelpoisia kehitysehdotuksia toimeksiantajalle.
Vaikka SLM Finland Oy:n kehittämä Pizza-online-palvelu on yksi lähiaikojen menestyksekkäimmistä tarinoista ravintolabisneksessä, palvelussa on kehittämisen varaa. Kehitettävää löytyy sekä palvelun toimivuuden että palvelun tarjoaman rahallisen vastineen suhteen. Aika näyttää, johtavatko työn aikana laaditut kehitysehdotukset muutoksiin palvelussa....
The purpose of this thesis is to make development proposals for SLM Finland Oy’s Pizza-online service from the perspective of partner restaurants. The development proposals are based on four interviews with the restaurant managers of the partner...
The purpose of this thesis is to make development proposals for SLM Finland Oy’s Pizza-online service from the perspective of partner restaurants. The development proposals are based on four interviews with the restaurant managers of the partner...
Kahvilakonseptin kehittäminen prosessina osana Fazer Contract Catering -konseptia
(Laurea-ammattikorkeakoulu, 2013)
Tämän opinnäytetyön tarkoituksena on kuvata uuden kahvilakonseptin kehittäminen osana uutta Fazer Contract Catering –konseptia. Tavoitteena on saada aikaan hyödyllistä tietoa uusien Fazer Contract Catering -konseptiin tulevien ravintoloiden ja...
Developing a Café Shop Concept as a Process and Part of the Fazer Contract Catering Concept The purpose of this thesis is to describe the development of a new café shop concept as part of the new Fazer Contract Catering concept. The main objective is to produce useful information for the new restaurant development that is carried out as the Fazer Contract Catering concept and to find the development targets for the development process of the café shop concept. The main problem was to clarify how the new café shop concept was developed as part of the development process of the Fazer Contract Catering concept. The sub problems incorporated considering which parts the business development concept and development process consists of, and what is the development process of the services like and what the café culture, café business concept position and the challenges of a café business concept are like in Finland. In this thesis the components of the development process of the Fazer Contract Catering concept were also listed. The theoretical discussion consists of the development of a business concept, the process model of the business concept and the development of the concept process. The empirical data were collected with the help of Fazer Food Services Oy’s internal material and from interviews, observation and customer journey. The results resulted in a description of the development of a café shop concept as part of the Fazer Contract Catering concept. The conceptualizing in Fazer Food Services is different in restaurant services, service models, operating models, brand and offering and the development of their content. According to the results, the development process of the Fazer Contract Catering concept consists of drawing up the brand criteria and concept description. The target group and customer promise must be specified. The offering, service, milieu and marketing must also be designed. The results also indicate that the development of the café shop concept as part of the Fazer Contract Catering concept includes a definition and examination period, planning period, service production period and evaluation period. As a conclusion, it can be said that the development of Fazer Food Services Oy’s new Fazer Contract Catering concept and café shop concept were logical and systematic. The new café shop concept was successful. The café concept plays a significant role in the new Fazer Contract Catering concept just like it was originally planned. A carefully written plan document has been drawn up about the development process of the café shop concept. It would have been possible to record the progress of the process also from the point of view of the future and from the point of view of further development. The development of the offering was begun from scratch and the biggest challenge was the schedule for the project. The offering should have been worked on at an earlier stage. A challenge also became recruiting and how to find suitable and professional people for this specific café shop. This thesis benefits when the new Fazer Contract Catering and café shop concepts are being built together with the brand. The description of the process of the devel-opment of the café shop concept and its challenges helps developing new cafés when perceiving the matters that need to be taken into consideration....
Developing a Café Shop Concept as a Process and Part of the Fazer Contract Catering Concept The purpose of this thesis is to describe the development of a new café shop concept as part of the new Fazer Contract Catering concept. The main objective is to produce useful information for the new restaurant development that is carried out as the Fazer Contract Catering concept and to find the development targets for the development process of the café shop concept. The main problem was to clarify how the new café shop concept was developed as part of the development process of the Fazer Contract Catering concept. The sub problems incorporated considering which parts the business development concept and development process consists of, and what is the development process of the services like and what the café culture, café business concept position and the challenges of a café business concept are like in Finland. In this thesis the components of the development process of the Fazer Contract Catering concept were also listed. The theoretical discussion consists of the development of a business concept, the process model of the business concept and the development of the concept process. The empirical data were collected with the help of Fazer Food Services Oy’s internal material and from interviews, observation and customer journey. The results resulted in a description of the development of a café shop concept as part of the Fazer Contract Catering concept. The conceptualizing in Fazer Food Services is different in restaurant services, service models, operating models, brand and offering and the development of their content. According to the results, the development process of the Fazer Contract Catering concept consists of drawing up the brand criteria and concept description. The target group and customer promise must be specified. The offering, service, milieu and marketing must also be designed. The results also indicate that the development of the café shop concept as part of the Fazer Contract Catering concept includes a definition and examination period, planning period, service production period and evaluation period. As a conclusion, it can be said that the development of Fazer Food Services Oy’s new Fazer Contract Catering concept and café shop concept were logical and systematic. The new café shop concept was successful. The café concept plays a significant role in the new Fazer Contract Catering concept just like it was originally planned. A carefully written plan document has been drawn up about the development process of the café shop concept. It would have been possible to record the progress of the process also from the point of view of the future and from the point of view of further development. The development of the offering was begun from scratch and the biggest challenge was the schedule for the project. The offering should have been worked on at an earlier stage. A challenge also became recruiting and how to find suitable and professional people for this specific café shop. This thesis benefits when the new Fazer Contract Catering and café shop concepts are being built together with the brand. The description of the process of the devel-opment of the café shop concept and its challenges helps developing new cafés when perceiving the matters that need to be taken into consideration....
Palvelujen kehittämissuunnitelma Hotelli Kulkurille
(Laurea-ammattikorkeakoulu, 2013)
Opinnäytetyön aiheena on palvelujen kehittäminen toimeksiantajalle Hotelli Kulkurille. Night Club Kulkurin Kievari toimii Hotelli Kulkurin yhteydessä, joka sijaitsee Oulun läänissä Haapajärvellä. Tarkoituksena oli kartoittaa ...
Kotisivujen kehittämissuunnitelma
(Laurea-ammattikorkeakoulu, 2013)
helppokäyttöiset, sisällöltään kattavat ja mielenkiintoiset sekä visuaalisesti näyttävät ja omaperäiset. Lauritsalan Kartano hyötyy uusista kotisivuista saamalla muun muassa enemmän asiakkaita ja tilastotietoa asiakkaistaan varauksien, palautteiden ja kommenttien...
Improvement plan for a homepage The topic of this thesis is to make an improvement plan for a homepage. The objective was to make an improvement plan which the commissioner, Lauritsalan Kartano (Lauritsala Manor House), could use to make a new and improved version of its homepages. The purpose was that the homepages would not only be easy to use, have interesting content and sufficient amount of information, but also be visually original and spectacular. Lauritsalan Kartano will benefit from the new homepages, for example by getting more customers and statistics of their reservations, feedback and comments. In the beginning of the thesis there is an introduction to the mansion and also to their homepages. Next, there is a theory section about customer-oriented homepages that is divided into three categories. The content of the homepages is the most important category but for functional and customer-oriented homepages, it is vital that the homepages also fulfill the criteria for usability and layout. In addition to the customer-oriented homepages, a theory section is also written to explain what service design is and how it applies to a development project. The main concepts of this thesis are customer-oriented homepages, service design and improvement plan. Of the many stages of service design in this thesis the following three were used: understanding, generating and realizing. Among the many development methods associated to these stages the following have been used in this thesis: benchmarking, netscouting, 8x8, brainstorming, guidelines and blueprinting. With these methods it was possible to find out what homepages are recommendable, what are the customers’ expectations of homepages as well as to generate improvement ideas and structure them and in addition to explain and clarify the new improved homepages. The most meaningful results were generated with the idea generation methods. Lauritsalan Kartano must add content to their homepages significantly in order to make it more useful and comprehensive. A proper front page will be made for the website on which there will be interesting content related to the Manor and its services. Usability will be improved, for example, by two navigation panels and by a search bar. In addition, the layout will be made cohesive and persuasive. To the existing color scheme of red, gold and white, the color of rose sparkling wine will be added to increase liveliness and softness. As for the pages in foreign languages, the English and Russian versions will be properly made and improved. Thus, the Manor can reach as wide an audience as possible of potential foreign customers. The methods of service design selected for the improvement plan worked exceptionally well for the execution of the plan. With the help of the service design theory it was possible to make the most of the methods. The theory about homepages helped to focus on the essential things on the homepages. In order for the Lauritsalan Kartano to put the improvement plan into action, the Mansion will need to hire an expert to construct the new and improved homepages....
Improvement plan for a homepage The topic of this thesis is to make an improvement plan for a homepage. The objective was to make an improvement plan which the commissioner, Lauritsalan Kartano (Lauritsala Manor House), could use to make a new and improved version of its homepages. The purpose was that the homepages would not only be easy to use, have interesting content and sufficient amount of information, but also be visually original and spectacular. Lauritsalan Kartano will benefit from the new homepages, for example by getting more customers and statistics of their reservations, feedback and comments. In the beginning of the thesis there is an introduction to the mansion and also to their homepages. Next, there is a theory section about customer-oriented homepages that is divided into three categories. The content of the homepages is the most important category but for functional and customer-oriented homepages, it is vital that the homepages also fulfill the criteria for usability and layout. In addition to the customer-oriented homepages, a theory section is also written to explain what service design is and how it applies to a development project. The main concepts of this thesis are customer-oriented homepages, service design and improvement plan. Of the many stages of service design in this thesis the following three were used: understanding, generating and realizing. Among the many development methods associated to these stages the following have been used in this thesis: benchmarking, netscouting, 8x8, brainstorming, guidelines and blueprinting. With these methods it was possible to find out what homepages are recommendable, what are the customers’ expectations of homepages as well as to generate improvement ideas and structure them and in addition to explain and clarify the new improved homepages. The most meaningful results were generated with the idea generation methods. Lauritsalan Kartano must add content to their homepages significantly in order to make it more useful and comprehensive. A proper front page will be made for the website on which there will be interesting content related to the Manor and its services. Usability will be improved, for example, by two navigation panels and by a search bar. In addition, the layout will be made cohesive and persuasive. To the existing color scheme of red, gold and white, the color of rose sparkling wine will be added to increase liveliness and softness. As for the pages in foreign languages, the English and Russian versions will be properly made and improved. Thus, the Manor can reach as wide an audience as possible of potential foreign customers. The methods of service design selected for the improvement plan worked exceptionally well for the execution of the plan. With the help of the service design theory it was possible to make the most of the methods. The theory about homepages helped to focus on the essential things on the homepages. In order for the Lauritsalan Kartano to put the improvement plan into action, the Mansion will need to hire an expert to construct the new and improved homepages....
Tasa-arvo ravintola-alalla
(Laurea-ammattikorkeakoulu, 2013)
Tasa-arvo tarkoittaa henkilön tasa-arvoista ja oikeudenmukaista kohtelua riippumatta suku-puolesta, iästä, etnisestä taustasta tai muusta henkilökohtaisesta ominaisuudesta. Tässä työssäni tarkoitukseni on tutkia sitä, miten tasa-arvo miehen ja...
Equality means equal and fair treatment regardless of a person’s gender, age, ethnic background or other personal trait. In this thesis I intend to examine how equality between men and women is realized in a certain restaurant chain. This thesis employs quantitative research methods. I will briefly map out general theories of equality, such as its meanings, history, and varied nature. Finally, I have analyzed the results of my research. I have chosen this topic because equality is, even today, very topical. It is noteworthy that, for example in the light of the history of women’s rights, it is possible to question whether women have achieved an equal standing with men in society. I present the results for the reader through the help of various graphs. I have strived to create a clear a picture of equality, and for the research results to be clear and easily read. I have used Excel in the interpretation of the research. The objective of the enquiry was to map out how equality is fulfilled in the selected company. I distributed questionnaires to five different restaurants, all of which are located in the metropolitan area. I distributed a total of 60 questionnaires and got replies to 46 of them. On the basis of the enquiry, equality is fulfilled well, although small improvement in certain areas could be achieved. Bullying or sexual harassment taking place in the workplace were investigated as well as whether recruitment is fulfilled in a non-discriminatory way and if the equality plan in the workplace is obeyed....
Equality means equal and fair treatment regardless of a person’s gender, age, ethnic background or other personal trait. In this thesis I intend to examine how equality between men and women is realized in a certain restaurant chain. This thesis employs quantitative research methods. I will briefly map out general theories of equality, such as its meanings, history, and varied nature. Finally, I have analyzed the results of my research. I have chosen this topic because equality is, even today, very topical. It is noteworthy that, for example in the light of the history of women’s rights, it is possible to question whether women have achieved an equal standing with men in society. I present the results for the reader through the help of various graphs. I have strived to create a clear a picture of equality, and for the research results to be clear and easily read. I have used Excel in the interpretation of the research. The objective of the enquiry was to map out how equality is fulfilled in the selected company. I distributed questionnaires to five different restaurants, all of which are located in the metropolitan area. I distributed a total of 60 questionnaires and got replies to 46 of them. On the basis of the enquiry, equality is fulfilled well, although small improvement in certain areas could be achieved. Bullying or sexual harassment taking place in the workplace were investigated as well as whether recruitment is fulfilled in a non-discriminatory way and if the equality plan in the workplace is obeyed....
Isännöintiyrityksen asiakaspalveluprosessin kehittäminen : Case: Helsinkiläinen isännöintitoimisto
(Laurea-ammattikorkeakoulu, 2013)
Tämä opinnäytetyö on helsinkiläiselle isännöintitoimisto Jarmo Rantamäki Oy:lle luotu hanke, jonka tavoitteena oli saada konkreettista ja mitattua tietoa isännöintitoimistoon saapuvien yhteydenottojen määrästä ja laadusta asiakaskontaktikartoituksen...
This thesis is a project created for a property management company, Jarmo Rantamäki Oy located in central Helsinki. Jarmo Rantamäki Oy was also the commissioner of the thesis. The objective of the thesis was to obtain concrete and measured information concerning the quantity and quality of all incoming calls to the company by using a customer contact mapping method. The purpose of the thesis was to develop the company’s customer service process, service quality and to create a customer contact guidance model, whose purpose is to cause a decline in the incoming management related phone customer calls that are not relevant and guide the customers to contact the right people instead. In this thesis the author studied the development methods of the customer service process in service companies. This functional thesis is divided into three sections. These sections are the theoretical section, the planning and execution section of the customer contact mapping and the creation and presentation section of the created customer contact guidance model on the basis of the mapping results and conclusions. The theoretical framework consists of topics concerning customer service processes, service quality and customer orientated services. Brainstorming and structured observation were the chosen research methods. Brainstorming was used as a tool in the planning of the thesis and also as a creation tool for development ideas. Structured observation was utilized in the customer contact mapping phase by creating a unique chart for transcribing the incoming calls. The customer contact mapping was conducted during a two month observation period in spring 2013 in cooperation with the commissioner of the thesis. On the basis of the results gathered in the course of the observation period it was discovered that from the customer service's point of view internal operation in the company was functional and no actions for major developments were required at this point, but room for improvement was found regarding the issues of informing the customers and conveying information more efficiently. The most noticeable problem between the property management company and its customers was the uncertainty. The customers were not aware which tasks belonged to the property management company. This was partly due to customers who were provided out of date information, but also due to ill-informed customers concerning the job description of a property manager and the services a property management office offers. As a result and a suggestion of development on the basis of the research, it can be concluded that the cooperation between the property management company and its customers is possible to develop by improving communication between the two parties. It would be advisable to create contact guidance instructions for customers regarding the tasks and services a property management office provides for its customers where, in particular, the differences between the services provided by a maintenance company and a property management office are clearly demonstrated for the reader....
This thesis is a project created for a property management company, Jarmo Rantamäki Oy located in central Helsinki. Jarmo Rantamäki Oy was also the commissioner of the thesis. The objective of the thesis was to obtain concrete and measured information concerning the quantity and quality of all incoming calls to the company by using a customer contact mapping method. The purpose of the thesis was to develop the company’s customer service process, service quality and to create a customer contact guidance model, whose purpose is to cause a decline in the incoming management related phone customer calls that are not relevant and guide the customers to contact the right people instead. In this thesis the author studied the development methods of the customer service process in service companies. This functional thesis is divided into three sections. These sections are the theoretical section, the planning and execution section of the customer contact mapping and the creation and presentation section of the created customer contact guidance model on the basis of the mapping results and conclusions. The theoretical framework consists of topics concerning customer service processes, service quality and customer orientated services. Brainstorming and structured observation were the chosen research methods. Brainstorming was used as a tool in the planning of the thesis and also as a creation tool for development ideas. Structured observation was utilized in the customer contact mapping phase by creating a unique chart for transcribing the incoming calls. The customer contact mapping was conducted during a two month observation period in spring 2013 in cooperation with the commissioner of the thesis. On the basis of the results gathered in the course of the observation period it was discovered that from the customer service's point of view internal operation in the company was functional and no actions for major developments were required at this point, but room for improvement was found regarding the issues of informing the customers and conveying information more efficiently. The most noticeable problem between the property management company and its customers was the uncertainty. The customers were not aware which tasks belonged to the property management company. This was partly due to customers who were provided out of date information, but also due to ill-informed customers concerning the job description of a property manager and the services a property management office offers. As a result and a suggestion of development on the basis of the research, it can be concluded that the cooperation between the property management company and its customers is possible to develop by improving communication between the two parties. It would be advisable to create contact guidance instructions for customers regarding the tasks and services a property management office provides for its customers where, in particular, the differences between the services provided by a maintenance company and a property management office are clearly demonstrated for the reader....
Menuanalyysi - Case: Ravintola Ilona Kattilassa
(Laurea-ammattikorkeakoulu, 2012)
Tämän opinnäytetyön tarkoituksena oli laatia menuanalyysi ravintolalle Ilona Kattilassa. Menuanalyysi on tapa analysoida ravintola-annosten tuotekohtaista kannattavuutta tarkastelemalla tuotteen hintaa, myyntiä ja sille laskettua myyntikatetta. Tavoitteena oli kerätä Ilonasta tiedot kesä- ja heinäkuun ruokamyynnistä ja verrata myyntiä annoksille laskettuihin kateprosentteihin. Analyysin apuna käytettiin Bostonin matriisia, jossa markkinaosuuden avulla ryhmitellään tuotteita ja tuoteryhmiä nelikenttään. Toinen analysointimenetelmä oli Kasavanan ja Smithin malli. Se on taulukko, mihin kerättiin ravintola Ilonasta saadut myynnit sekä myyntikatteet. Tämän avulla voitiin jakaa ruoka-annokset neljään eri Bostonin matriisin mukaiseen kategoriaan. Toimeksiantaja työlle oli Marcante Oy, joka on vuonna 2002 perustettu perheyritys. Ravintola Ilonan virallinen nimi on Ilona Kattilassa, mutta tässä työssä siitä kirjoitetaan pelkästään ravintola Ilonana, sillä se on nimi, jolla siitä puhutaan muun muassa mediassa.
Opinnäytetyön teoreettinen viitekehys koostuu keskeisistä käsitteistä: hinnoittelu, ravintolan resurssit ja katelaskenta. Työssä esitellään Linnanmäen uusi keittiömaailma Kattila, jossa ravintola Ilona sijaitsee. Ilona on suomalainen ravintola, joten työssä esitellään myös suomalaisen ruoka- ja ravintolakulttuurin ominaisuuksia. Analysointimenetelmät, Bostonin matriisi ja Kasavanan ja Smithin malli, tukevat analyysiä ja niiden avulla tuloksista saatiin selkeät.
Tutkimusosuus sijoittui kesä- ja heinäkuulle 2012. Tuolta ajalta kerättiin ravintolan ruokamyynnit, joita tutkija analysoi työssään. Analyysissä kävi ilmi, että suurin osa Ilonan asiakaskunnasta oli lapsiperheitä, jotka söivät vain yhden ruokalajin, yleensä pääruoan. Alkuruokien kohdalla jokaisen tuotteen myyntikatetta tulisi nostaa, jotta ne olisivat kannattavampia ravintolalle. Pääruoista kolme oli niin sanottuja tähtituotteita. Niiden myyntikate ja kysyntä ylittivät keskiarvon. Muiden tuotteiden kohdalla joko katetta tai kysyntää tulisi saada korkeammaksi. Jälkiruoista kolme neljästä oli tähtituotteita, joten niiden kohdalla ei tarvitse tehdä suuria muutoksia. Lastenannosten kysyntä joidenkin ruoka-annosten kohdalla oli suurempi kuin osan à la carte –pääruoista. Lastenannosten kysyntä oli siis erittäin hyvä, mutta niiden kompastuskivi oli hinnoittelu, joka muutetaan ensi kesäksi.
Tutkijan mielestä työ oli onnistunut ja tulokset hyödyllisiä toimeksiantajalle. Tutkimus oli toisinaan haastava, sillä menuanalyysi esimerkiksi opinnäytetyönä on harvinainen. Lähdeteoksia siitä löytyi myös hyvin vähän. Tutkija oppi analyysiä tehdessään erityisesti paljon uutta ravintola-alasta keittiön näkökulmasta katsottuna ja siitä, mitä kaikkea pitää ottaa huomioon uutta à la carte –listaa suunniteltaessa....
The purpose of this thesis was to make a menu analysis for the restaurant Ilona Kattilassa. The menu analysis is a way to analyze different portions and their profitability by scrutinizing the product’s selling price, sales and sales margin...
The purpose of this thesis was to make a menu analysis for the restaurant Ilona Kattilassa. The menu analysis is a way to analyze different portions and their profitability by scrutinizing the product’s selling price, sales and sales margin...
Markkinointiviestinnän kehittäminen sosiaalisessa mediassa
(Laurea-ammattikorkeakoulu, 2012)
tarjoaa majoitus-, kokous-, ja ravintolapalveluita yksityis- ja yritysasiakkaille. Hotellina Best Western Premier Hotel Katajanokka on toiminut vuodesta 2007 lähtien toimien tätä ennen Helsingin lääninvankilana. Historiallinen tausta näkyy vahvasti...
The purpose of the thesis was to develop the marketing communication of Best Western Premier Hotel Katajanokka in social media. The result of the thesis is a marketing communications plan whose objective is to increase sales and recognizability. The marketing plan is based on marketing communication, planning communication and social media. The commissioner is Best Western Premier Hotel Katajanokka, which is a historical and modernized hotel located in the property of former Helsinki county jail. The hotel has provided accommodation, restaurant and meeting amenities since 2007. The former history can be seen in the hotel’s services and marketing communication. Hotel Katajanokka is part of the group Best Western. The project was kicked off with interviews hotel Katajanokka’s staff. The interviews gave the outline for the marketing communications plan in social media. The themes for the interviews were the history of social media, target groups, utilization of social media and aims. For the development ideas three corporations were benchmarked. Those were Hotel Klaus K, Hotel GLO and Fazer, which all of them have Facebook, Twitter and Pinterest profiles. They were benchmarked in August and the content was explored one year backward. The explored content was the content of the profile, posts and posting frequency. With benchmarking and interviews the marketing communications plan for social media was formed and the objective was for it to be in line with the other communications plan of Hotel Katajanokka. Other important factors were easiness and the requirements of capacity and timing. Multiple development ideas were discovered with benchmarking. New methods to use social media channels and ways to take along customers were also discovered. The plan consists of two main channels and two support channels. The main channels to be used are Facebook and Twitter. The support channels are Pinterest and blogs....
The purpose of the thesis was to develop the marketing communication of Best Western Premier Hotel Katajanokka in social media. The result of the thesis is a marketing communications plan whose objective is to increase sales and recognizability. The marketing plan is based on marketing communication, planning communication and social media. The commissioner is Best Western Premier Hotel Katajanokka, which is a historical and modernized hotel located in the property of former Helsinki county jail. The hotel has provided accommodation, restaurant and meeting amenities since 2007. The former history can be seen in the hotel’s services and marketing communication. Hotel Katajanokka is part of the group Best Western. The project was kicked off with interviews hotel Katajanokka’s staff. The interviews gave the outline for the marketing communications plan in social media. The themes for the interviews were the history of social media, target groups, utilization of social media and aims. For the development ideas three corporations were benchmarked. Those were Hotel Klaus K, Hotel GLO and Fazer, which all of them have Facebook, Twitter and Pinterest profiles. They were benchmarked in August and the content was explored one year backward. The explored content was the content of the profile, posts and posting frequency. With benchmarking and interviews the marketing communications plan for social media was formed and the objective was for it to be in line with the other communications plan of Hotel Katajanokka. Other important factors were easiness and the requirements of capacity and timing. Multiple development ideas were discovered with benchmarking. New methods to use social media channels and ways to take along customers were also discovered. The plan consists of two main channels and two support channels. The main channels to be used are Facebook and Twitter. The support channels are Pinterest and blogs....
Vapaaehtoistyömatkan lanseeraus Suomen markkinoille
(Laurea-ammattikorkeakoulu, 2012)
. Opinnäytetyö tuotti hyötyä BDRI:lle ja Ekomatkaajille. Uudet asiakkaat tuovat molemmille osapuolille tuottoa, jonka organisaatiot voivat sitouttaa tavoitteisiinsa ja toimintansa ylläpitämiseen....
Volunteer tourism is constantly growing as a form of tourism. The emerging travel industry and growing globalization have created demand for international product launches. The objective of this thesis was to launch a volunteer travel product onto the Finnish market. There is a private research and education center located in Sardinia, Italy called Bottlenose Dolphin Research Institute (BDRI). This nonprofit organization focuses on conservation of Sardinian cetaceans, dolphin research, and the ocean. Their goal is to influence local decision-makers through their research. BDRI finances its functions by offering chargeable volunteering programs and student internships. Ecotravellers Finland provides volunteer projects for Finnish consumers and this work was commissioned by it. The purpose was to make BDRI’s project an Ecotravellers product. In finding a sufficient way of marketing the product many strategies were considered. Marketing nonprofit organizations and marketing for volunteers were the key concepts of this thesis. When investigating how to market this product the following were considered: experiential travelling, ethical tourism, and ecotourism. A weeklong period was spent among BDRI’s research group to detect how the product could best fit into the commissioner organization’s product range. The chief biologist of the BDRI was also interviewed. Any issues that arose regarding the product between BDRI and Ecotravellers were resolved during the interviewing process. The conceptions that potential customers had about the product were studied. A survey was drawn up to help explore the best methods of how to sell the product to its target group. The implementation of the product launch marketing was based on the information gained using observation and interview. The marketing was executed by following the marketing models presented in the studied literature. The positive aspects gained from the survey answers were emphasized in the product description. The experiential aspect of the product was brought out to the description both verbally and visually. Both organizations agreed on the means of marketing the volunteer project, the procedure of the application phase, and the provision for handling these processes. This thesis is considered to be beneficial to both parties and the product has been added to Ecotravellers’ product range. New customers bring revenue for both parties, which will help the organizations to sustain their functions and achieve their goals....
Volunteer tourism is constantly growing as a form of tourism. The emerging travel industry and growing globalization have created demand for international product launches. The objective of this thesis was to launch a volunteer travel product onto the Finnish market. There is a private research and education center located in Sardinia, Italy called Bottlenose Dolphin Research Institute (BDRI). This nonprofit organization focuses on conservation of Sardinian cetaceans, dolphin research, and the ocean. Their goal is to influence local decision-makers through their research. BDRI finances its functions by offering chargeable volunteering programs and student internships. Ecotravellers Finland provides volunteer projects for Finnish consumers and this work was commissioned by it. The purpose was to make BDRI’s project an Ecotravellers product. In finding a sufficient way of marketing the product many strategies were considered. Marketing nonprofit organizations and marketing for volunteers were the key concepts of this thesis. When investigating how to market this product the following were considered: experiential travelling, ethical tourism, and ecotourism. A weeklong period was spent among BDRI’s research group to detect how the product could best fit into the commissioner organization’s product range. The chief biologist of the BDRI was also interviewed. Any issues that arose regarding the product between BDRI and Ecotravellers were resolved during the interviewing process. The conceptions that potential customers had about the product were studied. A survey was drawn up to help explore the best methods of how to sell the product to its target group. The implementation of the product launch marketing was based on the information gained using observation and interview. The marketing was executed by following the marketing models presented in the studied literature. The positive aspects gained from the survey answers were emphasized in the product description. The experiential aspect of the product was brought out to the description both verbally and visually. Both organizations agreed on the means of marketing the volunteer project, the procedure of the application phase, and the provision for handling these processes. This thesis is considered to be beneficial to both parties and the product has been added to Ecotravellers’ product range. New customers bring revenue for both parties, which will help the organizations to sustain their functions and achieve their goals....









