Haku

. Ympäristökartoituksen lisäksi keskeisiksi asioiksi nousivat henkilökunnan tietoisuuden lisääminen kestävän kehityksen mukaiseen toimintaan ja tätä kautta ekologisuuden lisääminen päivittäisiin arkirutiineihin. Työtä lähestyttiin kvalitatiivisen eli laadullisen...
The Realization of the Environmental Program at Palmia Catering The objective of this thesis was to research the realization of the set objectives, along with possible improvements, of Palmia Catering’s Environmental program. The mapping of the current environmental state was important regarding Palmia's development in the matter, as the company received its environmental certificate in February 2010. Besides the current environmental state, the purpose of the program was to map the possibilities of taking the environmental issues into consideration. This includes waste sorting in various school estates. One of the central points was to increase the personnel's awareness and knowledge of unified and regular progress as well as, incorporating ecology into the daily work routines. The project was carried out as a qualitative research, and the material used was the "Palmia Environmental Program 2010". A research was conducted on general environmental strategies as well as how they had been implemented in the program. The used research methods were open interviews, observation and structured interviews. This material was acquired by interviewing the restaurant managers in Espoo, Helsinki and Vantaa. An overview of how the actions of consistent progress are realized within Palmia Catering was accomplished, as well as which areas require additional work to meet the requirements of the environmental certificate 14001. Besides the functional aspect, the research also shows whether the information acquired from the environmental mapping would serve the employees developing the environmental matters in their routine functions. The research showed that current general knowledge of environmental issues and the realization are excellent although follow ups on environmental issues and whether goals have been achieved were inadequate. This thesis provides with additional information on the future development of the Catering....

Opinnäytetyö toteutettiin toimeksiantona yritys X:ään. Yritys X halusi vastata asiakkaiden tarpeisiin ‎kehittämällä jo olemassa olevien aamiaisten rinnalle sekä luomu- että lähiruokaaamiaisen.lisäksi ‎opinnäytetyön tavoitteena oli tarkastella luomu...
Designing and realizing organic and locally produced breakfasts and monitoring their sales in company X The thesis was assigned by company X. Company X wanted to meet the needs of the customers by developing ‎both organic and locally produced breakfasts to complete the present supply of breakfasts. Another objective of ‎the thesis was to monitor the sales of these two breakfast products between May and December 2009. The main ‎research problem of the thesis was how to design, realize and monitor the sales of the organic and locally ‎produced breakfasts in company X. Organic and locally produced food, the product development process and ‎the competitive weapons in the marketing of services are issues discussed in the theoretical part of the thesis.‎ The design of the new service products began in December 2008. The planning advanced according to the ‎service product design, beginning with the creation, and ending with the launch of the new products in April ‎‎2009. After the launch sales were monitored with monthly reports between May and December 2009. Sales ‎were low during the initial months due to the lack of promotion. The first permanent advertisement of the new ‎breakfasts was installed in company X in October 2009. The sales of the organic and locally produced ‎breakfasts improved clearly as an effect of increased promotion. Although the thesis did not study customer ‎opinions of the new breakfasts, it was noted that verbal feedback was good.‎ The thesis was a benefit for both company X and its customers. The organic and locally produced breakfasts ‎gave company X both additional sales and competitive advantage. The customers were able to fulfill their needs ‎with the new breakfasts.‎...

aloitettiin perehtymällä valittuihin keskeisiin käsitteisiin, joita olivat asiakas-tyytyväisyys, palvelun laatu ja riskien kartoittaminen ja hallinta. Tutkimusongelmana oli selvittää, miten kehittää asiakaspalveluprosessia. Tutkimuskysymyksellä haettiin...
Development of Customer Service Process, CASE: Live Nation Finland Oy The objective of this thesis is to develop a new customer service process for a company called Live Nation Finland Oy. In practice, an online tool was developed for the target company considering both customers’ and the target company’s needs. The development assignment was started by exploring the chosen key concepts, which were customer satisfaction, service quality and risk identification and management. The research problem of the thesis was to determine how to develop the customer service process. The research question was to answer on which means it is possible for the program to achieve the best possible benefit. To achieve this development assignment both quantitative and qualitative research methods were used. The quantitative research was collected as a customer satisfaction survey which was accomplished as a total research of all 76 clients of Live Nation Finland Oy. In total 64 responses were received so the response rate was 84.2%. The survey consisted of multiple-choice questions. The qualitative research consisted of interviews and the results were used to identify the risks caused by the program. According to the results of the customer satisfaction survey the target company's clients were overall pleased with the new program. The problems that occurred during the interviews were attempted to solve already in the test period, so the complete program was as riskless as possible. Overall, the study succeeded in meeting its objectives and the target company received the necessary information....

oppilaiden ääni saataisiin paremmin kuuluviin kouluruokailuun liittyvissä asioissa. Työn lähtökohtana oli löytää näitä keinoja. Aiheen tarkentuessa parhaaksi keinoksi kouluruokailun imagon parantamiseen ja oppilaiden huomioimiseen päädyttiin...
Developing a feedback system for upper level comprehensive school meals services The background of this functional thesis is the current unfavourable image of school meals services. The purpose is to interfere with this problem. The objective is to find ways to improve the image of school meals services and to include the opinion of students in the service. As the subject of the thesis became clearer, it was discovered that the best way to improve the school meals services and to take the student opinion into account is to develop a functional feedback system to upper level comprehensive schools. Saarnilaakso school and Ruusutorppa school from Espoo were chosen as target schools for testing the feedback system. The quantitative method used in the thesis was a questionnaire and the qualitative methods were theme interviews and focus group interviews. The frame of reference for the thesis is based on theories about image, customer satisfaction, giving and processing feedback and on feedback systems. The actual work for the thesis began by carrying out theme interviews for the school meals service managers. This was followed by a student questionnaire about the current state of school meals services in the target schools and the focus group interviews. The final decision for building a functional feedback system for school meals services was based on the questionnaire and interviews. After the feedback system was completed, it was tested in the target schools. Instructions for the feedback system were given to the target schools to help the schools to complete all stages of the feedback system. Based on the test results both schools feel that the feedback system is useful and functional. Conducting the test at the end of the spring term created some challenges but the potential of the feedback system was shown clearly none the less. The test phase was all in all successful. The potential of the system was proved and the schools showed a desire to keep using the system. Giving the feedback in electronic format was done once in a testing environment. This showed that for future use the creating of a dedicated website for the feedback system can help schools to collect feedback and manage the results in a more centralised manner....

Kouluruokailu on pinnalla yleisissä keskusteluissa jatkuvasti ja aihe on ajankohtainen. Opinnäytetyön tarkoitus on kartoittaa forssalaisen kouluruokailun tilaa ja asiakkaiden, eli tässä tapauksessa oppilaiden, tyytyväisyyttä kouluruokailuun...
“School lunch is usually okay” - Customer feedback at Loimijoen Kuntapalvelut The quality of food in schools is an important subject at the moment and in the future. The goal of this thesis is to examine this factor at schools in Forssa and to clarify how satisfied the customers, in this case the pupils, are with the lunches at different schools. This research is done for Loimijoen Kuntapalvelut Oy with the co-operation of Tanja Kalliola. This subject is very important for the employer, because this kind of a survey has not been conducted at least in four years. The aim was to find out how satisfied the pupils are with the quality of school lunches. Customer satisfaction questionnaire was designed which was answered by approximately 950 students in different schools. The designing of the form and a possible feedback section for Loimijoen Kuntapalvelut Oy website are also incorporated in this thesis. Methods used were inquiry and the benchmark system. The goal is to find useable suggestions of how to improve the lunching experience at schools. The theoretic part contains, among others, the history and future of school lunching, and how it is done in other parts of the world. It also includes the theory of making the questionnaire and the concepts customer satisfaction and quality of service. Pupils were mainly satisfied with the current situation and the most satisfied students were found at Yhteislyseo. Generally students were happy with the staff and the quality of customer service. In total 71 per cent were ready to buy snacks occasionally. The most wanted snacks were rolls or sandwiches and different fruit. Good suggestions to improve the lunching experience were also found: spices at the canteen, fruit based desserts every now and then, fresh bread, new decoration and especially non-peeled potatoes....

Opinnäytetyön aihe on valittu opinnäytetyön tekijän omasta mielenkiinnosta asiakaspalveluun ja ‎sen tarjoamiin haasteisiin. Asiakastyytymättömyyden tutkiminen on tärkeää, koska yritykset ovat ‎riippuvaisia asiakkaista ja asiakkaat valitsevat...
Customer dissatisfaction, how does it show and how to deal with it. Case: Masabi Sushi ‎Ltd.‎ ‎ The idea for the thesis came from the writer´s own interest for customer service and the ‎challenges it offers. It is important to study customer dissatisfaction because companies are ‎depended on customers and more and more often choose the services they use by the quality of ‎the service. The customer service personnel have to know how to deal with problems and ‎complaints at work. When the problems are known you can learn how to deal with them better ‎and improve the quality of customer service.‎ ‎ ‎ The purpose of the research is to find out what kind of customer dissatisfaction people have come ‎across with and how they have dealt with it in Masabi Sushi Ltd. The empirical data was collected ‎by theme interviewing the managing director of the company. From the interview came the idea to ‎produce some tools for the staff that they can work with when they receive feedback from the ‎customers. A customer feedback form was made together with an instruction leaflet that both help ‎the staff with their daily work. The theoretical section investigates the definition of service, the ‎quality of service, customer relationship, the work of the customer service personnel and customer ‎dissatisfaction. There is also a section that takes a look at serious conflicts with customers and, in ‎addition, takes a look at how to behave in those situations. ‎ According to the findings the situation in terms of customer satisfaction is pretty good in Masabi ‎Sushi at the moment. The level of customer dissatisfaction is very low and if dissatisfaction exists it ‎is received properly. The customer is being listened to and his/her opinion is important. The ‎continuous developing of customer service is very important especially when the number of staff ‎increases in the future. There can never be too much training and education in this matter. New ‎directions regarding handling complaints and the customer feedback form will come in need. ‎...

Opinnäytetyö toteutettiin maa- ja metsätalousministeriön toimeksiantona. Tehtävänä oli tutkia ministeriön alaisuudessa toimivan suomalaisen ruokakulttuurin edistämisohjelman (SRE) vuoden 2009 Yhdessä Syöminen –teeman medianäkyvyyttä koko vuoden...
with children did eat in restaurants and which factors affected the deci-sions about when and where to dine. The study covered the restaurant management level employees and families with children. The theoretical section of this thesis studies communi...

Teknologian kehittymisen myötä on keskusteltu paljon henkilökohtaisen kohtaamisen merki-tyksestä ja tarpeellisuudesta. Vaikka kehittynyt tekniikka on vähentänyt yritysmaailmassa tarvetta matkustaa, ei sen vaikutus ulotu kuitenkaan kongressimaailmaan...
How to Alter Espoo into a Popular Congress City: Targets for Development in Congress Business The development of technology has raised discussion about the needs and necessity of face to face meetings. Even though high technology has decreased, the need for business travel and its influence are not visible in congress business. The purpose of congresses is not only to share information but equally important is the possibility for the delegates to network and communicate. This thesis was commissioned by Espoo Convention & Marketing (Espoon Matkailu Oy) and the purpose was to discover through theme interviews how congress professionals find Espoo as a congress city and what their expectations are on congress venues and congress cities in gen-eral. Our objective was to investigate the current situation of congress travelling in Espoo from the congress professionals’ perspective and to discover targets for development in con-gress business. This thesis is a qualitative research. Professional Congress Organizers (PCO) were theme in-terviewed mainly in the Helsinki capital region. The image and competitors of Espoo were investigated as well as the competition between congress cities from the congress profession-als’ perspective. In addition, trends and the future of congress travel were examined. The expectations of congress professionals on the congress city became the main theme in this thesis. The expectations on accommodation, congress venues, transportation and social pro-grammes were examined in detail. Based on the information gathered from the interviews a SWOT-analysis was drawn up to help organize the data into a more informative form. The interviewed congress professionals agreed on their opinions of Espoo. They related im-ages of untouched nature, sea, space and security to Espoo. Dipoli in Otaniemi was the most familiar congress venue. Large international companies in Espoo and Aalto University’s School of Science and Technology increase Espoo’s attraction. Based on the information from the interviews, Espoo is fairly unknown outside the Helsinki capital region and abroad. Espoo should consider exploiting the vicinity of the capital and as a result Espoo could be marketed more strongly as a part of the capital region....

Opinnäytetyön taustana on työpaikka kuluttajapalvelussa Valora Trade Finland Oy:ssä. Yhdessä asiakaspalvelukoordinaattorin kanssa pohdimme, mitä kehitettävää olisi Valora Trade Finland Oy:n kuluttajapalvelussa. Kehittämispisteeksi valitsimme kuluttajapalveluprosessin. Opinnäytetyön tavoitteena oli kehittää Valora Trade Finland Oy:n kuluttajapalvelua niin, että siitä tulisi yhtenevä ja toimiva kokonaisuus, josta saataisiin luotua systemaattinen kuluttajapalveluprosessi. Tavoitteena oli saada jokainen yhteydenotto samalla tavalla eteneväksi ja johdonmukaiseksi. Valora Trade Finland Oy tuo maahan yli kahdenkymmenen päämiehen tuotteita ja kaikki nämä tuoteryhmät ovat keskenään erilaisia. Valora Trade Finland Oy toimii eri tuotteiden maahan-tuojana, markkinoijana sekä jakelijana. Kaikki Valora Trade Finland Oy:n edustamat tuotteet ovat kansainvälisiä menestyviä tuotemerkkejä ja samalla myös tunnettuja tuotteita itsessään. Kuluttajapalvelun tehtävänä on vastata tuotteista tuleviin yhteydenottoihin. Yhteydenotot ovat kolmenlaisia, tuotetiedusteluja, kehitysehdotuksia ja reklamaatioita. Opinnäytetyön lähteinä on käytetty eri markkinointiin ja asiakaspalveluun liittyviä kirjoja sekä Suomen kuluttajansuojalakia 20.1.1978/38. Pääasiassa on tarkasteltu brändin merkitystä tuotteelle sekä asiakastyytyväisyyttä odotusten ja kokemusten valossa. Näiden tietojen pohjalta on rakennettu päämiehille kysely, jonka kautta on selvitetty eri päämiesten mielipide ja tapa käsitellä kuluttajayhteydenotot sekä selventää heidän näkökulmaansa palautteiden laadusta ja korvausten suuruudesta. Yhtenä tärkeänä kohtana kyselyssä oli myös perustietojen, kuten yhteystietojen, kerääminen päämiehistä. Saadut tulokset on otettu huomioon kuluttajapalveluprosessin kehittämisessä ja niitä on hyö-dynnetty tammikuusta 2010 lähtien Valora Trade Finland Oy:n kuluttajapalvelussa. Yhtenä konkreettisena hyödykkeenä on uusi kuluttajapalvelutyöhön liittyvä ohjeistus....
would be the consumer service process. The aim of this Bachelor’s thesis is to develop the consumer services of Oy Valora Trade Finland Ltd. so that the entity will be converging, systematic and functional. One of the goals is that every consumer contact...

Tutkimusten mukaan Joutsenmerkki on suomalaisten keskuudessa yksi tunnetuimmista ympäristömerkeistä. Joutsenmerkin tavoitteena on helpottaa kuluttajien valintaa ympäristöä vähemmän kuormittavan tuotteen tai palvelun valinnassa. Joutsenmerkki asettaa tuotteelle tai palvelulle tiukat kriteerit, jotka tulee saavuttaa merkin saamiseksi. Ravintolat ovat vuodesta 2006 lähtien voineet hakea Joutsenmerkkiä. Opinnäytetyön tavoitteena oli tehdä BarLaurealle alustava toimintasuunnitelma Joutsenmerkin saamiseksi. Tarkoituksena oli löytää olennaiset kehittämiskohteet, jotta Joutsenmerkki olisi saavutettavissa. BarLaurea on Laurea Leppävaaran toimipisteen oppimisympäristö, johon kuuluu opiskelijaruokala BarLaurea, Café Beat, á la carte ravintola Flow ja kokouspalvelut. Työn aihe on saatu toimeksiantona Laurea-ammattikorkeakoulun Leppävaaran yksikön kehittämispäälliköltä. Aihe on osa BarLaurean ja samalla Laurea-ammattikorkeakoulun kehittämistyötä. Alustavan toimintasuunnitelman teko aloitettiin syksyllä 2008 ja suunnitelma julkistettiin keväällä 2009. Alustava toimintasuunnitelman sisältö on muodostettu tekemällä kahdessa Joutsenmerkityssä ravintolassa teemahaastattelut. Painotus oli siinä, mitä kyseiset ravintolat ovat tehneet Joutsenmerkkinsä eteen. Toimintasuunnitelman rakenne on muodostettu Joutsenmerkin kriteerien arviointikategorien mukaisesti. Haastattelutulokset osoittivat, että Joutsenmerkin haku on onnistuessaan ravintolalle palkitseva lisä. Joutsenmerkin toiminnallinen ja taloudellinen osuus ravintolan liiketoiminnasta on kuitenkin pidettävä sellaisella tasolla, jotta muu toiminta ei kärsi....
. These are the Lunch Cafeteria BarLaurea, Café Beat, Restaurant Flow and meeting services. The thesis was commissioned by Laurea Leppävaara’s Development Manager Krista Keränen. The subject is a part of BarLaurea’s ongoing developing process. The making...