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Työntekijöiden näkemys palkitsemistapojen toimivuudesta käytännössä
(Laurea-ammattikorkeakoulu, 2012)
työntekijä kuukauden parhaasta kehitysideasta sekä erilaiset työkalut henkilökunnan jatkokouluttamisen avuksi. Opinnäytetyö ja kehitysehdotukset esiteltiin organisaation johdolle....
The purpose of this study was to improve the efficiency of ways to reward in restaurants, owned by one entrepreneur, with the help of employees’ points of view. The objective was to examine the rewarding means in six different restaurants and discover their strengths and weaknesses from the perspective of the employees. The results led to the development of new ideas for the studied restaurants. The views of employees on rewarding have not been studied previously. This was one of the reasons behind the choice of this subject. The study was conducted in six different restaurants, which operate under the same entrepreneur. The rewarding systems are used in the two companies the restaurants are facilitated within to help maintain and improve the motivation of the employees. The framework of the thesis was built around these themes. Human resource management was selected as the leading theme, which included theory of commitment, motivation and ways of warding. The data were collected by questionnaire, which was designed by using the theory of concepts. Versatile material was obtained by using both multiple-choice and open questions. The survey was carried out to study the awareness, effectiveness and equity of the ways to reward in the restaurants. Respondents were also asked to mention factors that encourage them to remain working in the organization, and the factors that have had them consider changing jobs. Respondents were asked to write development proposals in the open questions. The survey was answered by employees, who have been working in the companies for at least two months. Restaurant managers were not included. 76 completed forms were received. The answers were analyzed with excel and the results were cross tabulated with some background variables. The obtained results were illustrated in the format of graphs and tables. One result is that rewarding can be developed in each restaurant. Some of the restaurants have better rewarding systems than others. Examples of strengths were the timing of rewarding and taking fairness into account in the process of rewarding. Important aspects for future development are giving feedback and praise and the appreciation of employees. Development proposals were drawn up based on the results, own experience and theory. These include, for example, information packages, the idea to reward an employee for the best development idea of the month, as well as various tools for further training of staff. The thesis and suggestions were presented to the organization's management....
The purpose of this study was to improve the efficiency of ways to reward in restaurants, owned by one entrepreneur, with the help of employees’ points of view. The objective was to examine the rewarding means in six different restaurants and discover their strengths and weaknesses from the perspective of the employees. The results led to the development of new ideas for the studied restaurants. The views of employees on rewarding have not been studied previously. This was one of the reasons behind the choice of this subject. The study was conducted in six different restaurants, which operate under the same entrepreneur. The rewarding systems are used in the two companies the restaurants are facilitated within to help maintain and improve the motivation of the employees. The framework of the thesis was built around these themes. Human resource management was selected as the leading theme, which included theory of commitment, motivation and ways of warding. The data were collected by questionnaire, which was designed by using the theory of concepts. Versatile material was obtained by using both multiple-choice and open questions. The survey was carried out to study the awareness, effectiveness and equity of the ways to reward in the restaurants. Respondents were also asked to mention factors that encourage them to remain working in the organization, and the factors that have had them consider changing jobs. Respondents were asked to write development proposals in the open questions. The survey was answered by employees, who have been working in the companies for at least two months. Restaurant managers were not included. 76 completed forms were received. The answers were analyzed with excel and the results were cross tabulated with some background variables. The obtained results were illustrated in the format of graphs and tables. One result is that rewarding can be developed in each restaurant. Some of the restaurants have better rewarding systems than others. Examples of strengths were the timing of rewarding and taking fairness into account in the process of rewarding. Important aspects for future development are giving feedback and praise and the appreciation of employees. Development proposals were drawn up based on the results, own experience and theory. These include, for example, information packages, the idea to reward an employee for the best development idea of the month, as well as various tools for further training of staff. The thesis and suggestions were presented to the organization's management....
Pakkauksen merkitys viinin valintapäätöksessä
(Laurea-ammattikorkeakoulu, 2012)
Yhteinen kiinnostus viinejä kohtaan synnytti idean viinimaailmaan sijoittuvasta opinnäytetyöstä. Halusimme löytää aiheesta jotakin uutta elintarvikemarkkinoinnin ja –myynnin näkökulmasta, jolloin kehkeytyi ajatus viinipakkauksiin liittyvästä...
The Role of the Package in Wine Selection Mutual interest in wines led to an idea of a thesis concentrating on wine industry. The core of the thesis focuses on wine packaging since it is a current topic in the field of sales and marketing of foodstuffs. In contrast to wine’s long history, the market has adopted multiple variations of packaging alongside the traditional glass bottle in a relatively short period of time. The main objective of this thesis was to research the role the package has in wine selection. The target group of this study was young adults between 18 and 29. The theoretical framework of this study is built around the term packaging. When examining packaging as a term, it is also necessary to be acquainted with the product inside which in this case is wine. Different types of wine packages and wine closures are also presented as they are integral terms of the empirical survey. The role of packaging is also examined from the perspective of marketing communications. To understand the possibilities and limitations of marketing communications it is essential to knowledge the requirements related to the packaging of food and alcoholic beverages. Buying behavior and purchase decision process are also included in the theoretical framework. The empirical data of this thesis was collected with an online survey. The survey was published on five different forums on the Internet. Overall 157 young adults completed the survey. The purpose of this study was to investigate the role packaging has when selecting a wine and what images are associated with different wine packages. The results of this study are presented with figures and tables. According to the results of the survey, it appears that wine closures do not have as significant a role as the packaging types when selecting a wine. The results of the survey revealed that the closure of wine packaging was most meaningful when it was an essential factor in the intended use or in the consumption situation. The functionality of the closure was one of the factors brought up by the respondents. Nearly half of the respondents were willing to buy wine no matter what type of packaging was used. The popularity of a glass bottle and bag-in-box among the respondents was not a surprise. There were most suspicions towards modern types of wine packaging such as metal cans and plastic bottles. For instance, the effect of the packaging on the taste or quality of wine was a meaningful matter for some and on the other hand some of the respondents considered that some types of packaging do not feel appropriate as an image for wine. Traditional and classic packaging designs were most appreciated when considering the appearance of wine packages....
The Role of the Package in Wine Selection Mutual interest in wines led to an idea of a thesis concentrating on wine industry. The core of the thesis focuses on wine packaging since it is a current topic in the field of sales and marketing of foodstuffs. In contrast to wine’s long history, the market has adopted multiple variations of packaging alongside the traditional glass bottle in a relatively short period of time. The main objective of this thesis was to research the role the package has in wine selection. The target group of this study was young adults between 18 and 29. The theoretical framework of this study is built around the term packaging. When examining packaging as a term, it is also necessary to be acquainted with the product inside which in this case is wine. Different types of wine packages and wine closures are also presented as they are integral terms of the empirical survey. The role of packaging is also examined from the perspective of marketing communications. To understand the possibilities and limitations of marketing communications it is essential to knowledge the requirements related to the packaging of food and alcoholic beverages. Buying behavior and purchase decision process are also included in the theoretical framework. The empirical data of this thesis was collected with an online survey. The survey was published on five different forums on the Internet. Overall 157 young adults completed the survey. The purpose of this study was to investigate the role packaging has when selecting a wine and what images are associated with different wine packages. The results of this study are presented with figures and tables. According to the results of the survey, it appears that wine closures do not have as significant a role as the packaging types when selecting a wine. The results of the survey revealed that the closure of wine packaging was most meaningful when it was an essential factor in the intended use or in the consumption situation. The functionality of the closure was one of the factors brought up by the respondents. Nearly half of the respondents were willing to buy wine no matter what type of packaging was used. The popularity of a glass bottle and bag-in-box among the respondents was not a surprise. There were most suspicions towards modern types of wine packaging such as metal cans and plastic bottles. For instance, the effect of the packaging on the taste or quality of wine was a meaningful matter for some and on the other hand some of the respondents considered that some types of packaging do not feel appropriate as an image for wine. Traditional and classic packaging designs were most appreciated when considering the appearance of wine packages....
Esimiehen ja työntekijöiden näkemyserot esimiehen käyttämistä johtamismenetelmistä työyksikössä
(Laurea-ammattikorkeakoulu, 2012)
Tämän opinnäytetyön tarkoituksena oli selvittää kaupan alan kahden eri marketpäällikön johtamismenetelmiä tulosyksiköissä ja kuinka nämä eroavat työntekijöiden käsityksistä.
Hankkeen pohjimmaisena tarkoituksena oli avartaa ...
Monikulttuurinen vuorovaikutus tapahtuman tuottamisessa
(Laurea-ammattikorkeakoulu, 2012)
Tämän opinnäytetyön aiheena on monikulttuurinen vuorovaikutus ja sen toimivuus tapahtuman tuottamisessa. Tutkimuksen toimintaympäristönä on Laurea Leppävaaran koulutusyksikössä kevätlukukaudella 2012 järjestettävä Event Management in Multicultural...
This thesis scrutinizes multi-cultural interaction and how it works in an event management process. The research environment was a study unit called Event Management in Multicultural Environment and it took place during spring semester 2012 at Laurea University of Applied Sciences, Leppävaara Unit. The study unit included both Finnish students and exchange students from several different countries. The objective of the study unit Event Management in Multicultural Environment is to produce a recreation day for Laurea Leppävaara staff members including everything from planning to follow-up. The purpose of this thesis was to produce information about how the interaction worked in the multi-cultural event production team. With this information the study unit can become more student- centered. The objective was to exploit comprehensively all the research methods so that the research would succeed and generate utilizable information. The study was conducted by using qualitative study methods; story writing and participant observation. The story writing was implemented in English with an e-form. The students of the study were asked to describe anonymously all the thoughts about the event planning process and how the interaction worked in the multi-cultural team. The students were also asked to answer some background information to back up the analysis. The stories were compared to the observations carried out during the lessons of the study unit during spring semester 2012. By using the e-form, 14 of the students were asked to write a story and nine of them answered. Seven of them were female and two of them male. All the respondents were young adults, the average age was 21.5. The length and the subject matter varied greatly and it could be analyzed from the text whether the respondent had taken part in the demanding event production process before. Different cultures were also reflected in the format of for example wariness. It can be concluded that the interaction worked reasonably efficiently in the study. Major challenges were lack of motivation, inexperience and language barriers. In addition, multiculturalism was also experienced to be instructive and rich in ideas. The interaction between different cultures requires time and motivation to succeed....
This thesis scrutinizes multi-cultural interaction and how it works in an event management process. The research environment was a study unit called Event Management in Multicultural Environment and it took place during spring semester 2012 at Laurea University of Applied Sciences, Leppävaara Unit. The study unit included both Finnish students and exchange students from several different countries. The objective of the study unit Event Management in Multicultural Environment is to produce a recreation day for Laurea Leppävaara staff members including everything from planning to follow-up. The purpose of this thesis was to produce information about how the interaction worked in the multi-cultural event production team. With this information the study unit can become more student- centered. The objective was to exploit comprehensively all the research methods so that the research would succeed and generate utilizable information. The study was conducted by using qualitative study methods; story writing and participant observation. The story writing was implemented in English with an e-form. The students of the study were asked to describe anonymously all the thoughts about the event planning process and how the interaction worked in the multi-cultural team. The students were also asked to answer some background information to back up the analysis. The stories were compared to the observations carried out during the lessons of the study unit during spring semester 2012. By using the e-form, 14 of the students were asked to write a story and nine of them answered. Seven of them were female and two of them male. All the respondents were young adults, the average age was 21.5. The length and the subject matter varied greatly and it could be analyzed from the text whether the respondent had taken part in the demanding event production process before. Different cultures were also reflected in the format of for example wariness. It can be concluded that the interaction worked reasonably efficiently in the study. Major challenges were lack of motivation, inexperience and language barriers. In addition, multiculturalism was also experienced to be instructive and rich in ideas. The interaction between different cultures requires time and motivation to succeed....
WÄCKO Sushin liiketoimintasuunnitelma
(Laurea-ammattikorkeakoulu, 2012)
Tämän opinnäytetyön tarkoituksena on laatia liiketoimintasuunnitelma uudelle ravintolalle. Tavoitteena on kehittää liikeidealtaan normaalista japanilaisesta sushi-ravintolasta poikkeavalle ravintolalle toteuttamiskelpoinen liiketoimintasuunnitelma. Lisäksi opinnäytetyö sisältää laajan teoriakatsauksen ravintolan perustamiseen liittyvistä asioista.
Liiketoimintasuunnitelma laadittiin käyttämällä ravintolan liiketoimintasuunnitelmaopasta, johon sisältyi suunnittelua palveleva Excel-taulukko. Taulukossa oli yrityksen laskelmia varten valmiit osiot laskentakaavoineen ja kirjan teoria ohjasi, miten taulukot tulisi täyttää. Liiketoimintasuunnitelman laatimisessa myös havainnoitiin kilpailevia sushi-ravintoloita ja käytettiin niiden tekemiään ratkaisua muun muassa menun laajuuden ja ravintolan ulko-näön suhteen. Päätöksiin vaikuttivat suuresti myös tekijän omat näkemykset tulevan ravintolan toiminnasta.
WÄCKO Sushi tarjoaa tuleville asiakkailleen yleisten japanilaisten sushi-annosten lisäksi todella poikkeavia sushi-annoksia vaihtuvalla WÄCKO-menulla. Liikeidea perustuu haluun tar-jota lisää vaihtelua sushin muodossa. Se ottaa huomioon kala- ja äyriäisallergiset sekä erot-tuu kilpailijoista poikkeavilla annoksilla. Ravintola pyrkii myymään suurimman osan annok-sistaan mukaan otettavaksi.
Tämän opinnäytetyön tuotos on uuden ravintolan liiketoimintasuunnitelma. Se on oma erillinen tiedosto, joka pidetään tekijän jatkotoimenpiteitä varten salaisena. Liiketoiminta-suunnitelma toimii tärkeänä työkaluna uuden ravintolan perustamisessa. Liiketoimintasuunnitelman arvioi tekijän lisäksi yksityisyrittäjä sekä pankki- ja rahoitusalalla työskentelevä henkilö. Arvioinnit tukivat liiketoimintasuunnitelman toimivuutta....
The purpose of this thesis is to draw up a business plan for a new restaurant. The objective is to develop a viable business plan that will be used for founding a unique Japanese sushi res-taurant. In addition, the thesis contains a comprehensive...
The purpose of this thesis is to draw up a business plan for a new restaurant. The objective is to develop a viable business plan that will be used for founding a unique Japanese sushi res-taurant. In addition, the thesis contains a comprehensive...
Ravintolakonseptointi Suomen luontokeskus Haltialle
(Laurea-ammattikorkeakoulu, 2012)
Tämän opinnäytetyön tarkoituksena oli suunnitella ja kehittää Suomen luontokeskus Haltian ravintolalle konsepti. Suomen luontokeskus Haltia on rakenteilla Nuuksion kansallispuistoon ja se valmistuu vuoden 2013 keväällä. Työ tarjoaa Suomen luontokeskus Haltialle tuotantokonseptin, jonka pohjalta voidaan kehittää luontokeskuksen ravintolapalveluita. Konseptin pohjalla käytettiin Slow Food –liikkeen pääperiaatteita, joita ovat hyvä, puhdas ja reilu. Suunnittelussa otettiin huomioon lisäksi asiakasnäkökulma sekä luontokeskuksen tarjoamat puitteet.
Työ alkoi Slow Food –käsitteen määrittelyllä ja liikkeen toimintaan tutustumisella. Teoriapohja koostui profiloinnista, palvelun suunnitteluprosessista sekä konseptoinnista. Ravintolakonseptoinnin teorian kautta saatiin pohja luontokeskuksen ravintolan kehittämiselle sekä siihen tarvittavat näkökulmat. Työhön edettiin soveltaen palvelumuotoiluprosessin vaiheiden mukaisesti ja siinä käytettiin palvelumuotoilun menetelmiä. Menetelmät auttoivat ideoiden kehittämisessä sekä konseptin testaamisessa. Käytetyt menetelmät olivat teemahaastattelu, Net Scouting, persoonat sekä skenaariot.
Luontokeskuksen ravintolan tuotantokonseptissa tarkasteltuja näkökulmia olivat ravintolatyyppi, ilmapiiri, käytettävät voimavarat, hinnoittelu sekä menun suunnittelu, jossa käsiteltiin vielä erikseen ruoka- ja juomatuotteita. Työn konseptin kehittämisessä otettiin huomioon ravintolakäyttäytyminen sekä alan trendit. Käytetyt tutkimusmenetelmät auttoivat palvelukonseptin kehittämisessä ja hahmottamisessa.
Työhön kehitetty alustava konsepti on vielä kaukana konkreettisesta ravintolatoiminnasta, mutta se tarjoaa hyvät lähtökohdat kehittää ravintolakonsepti, jossa on vaikutuksia Slow Food –ajattelusta. Jotta konsepti saisi vielä enemmän asiakaslähtöistä näkökulmaa, tulisi suunnitteluprosessin seuraavissa vaiheissa testata konseptia asiakkailla ja kehittää saatujen tulosten pohjalta palvelua....
The subject of this thesis was to plan and develop a restaurant concept for the restaurant of the Finnish Nature Centre Haltia. The Finnish Nature Centre Haltia is under construction in Nuuksio National Park and will be opened to the public...
The subject of this thesis was to plan and develop a restaurant concept for the restaurant of the Finnish Nature Centre Haltia. The Finnish Nature Centre Haltia is under construction in Nuuksio National Park and will be opened to the public...
Luomua lautaselle -seminaarin järjestäminen
(Laurea-ammattikorkeakoulu, 2012)
kautta. Vuoden kes-täneen hankkeen päätösseminaari järjestettiin Laurea Leppävaarassa marraskuussa 2012. Se-minaari kokosi yhteen noin kolmekymmentä luomutoimijaa ja luomutoiminnasta kiinnostunutta Uudenmaan alueelta. Seminaarin asiasisältö muodostui...
Laurea University of Applied Sciences launched a development project Luomua lautaselle — luomuruokaa julkisiin ruokapalveluihin at the beginning of 2012. The objective of the project was to increase the use of organic food in the public food services through better customer understanding. The final seminar of this one year-long project was held in Laurea in Leppävaara in November 2012. The Seminar connected around thirty experts, directly involved, or professionally interested in organic food production, from the Uusimaa Region. The seminar program was comprised of five expert presentations. The results of the project were published in the seminar as well. The thesis was carried out as a functional project work, whose main result was the Luomua lautaselle seminar. Project management methods were used for the implementation of the project. During the project, practical working methods, related to the theory of the event management, were likewise exploited. Through strategic and operational choices, the meaning and the objectives of the seminar were clarified, and furthermore the selected theme was justified. The underlying common factor of the project and the seminar was the notion of naturalness, which was also strongly brought to the fore in describing the operating environment. Under-standing organic food production, and the use of organic food, helped in recognizing the im-portance of the project and the seminar. Natural choices were also emphasized in planning the seminar. Less common product choices, including seminar food and venue decoration, were used to provide extra value for the seminar experience. Feedback from the seminar was collected by qualitative methods, and the obtained data was processed by using content analysis. The seminar participants were directed to an electronic feedback survey, and a separate feedback discussion session was organized for the project team. The results of the project, and the objectives, which were set in the start-up phase, were compared in this way. The overall success of the work, and the personal objectives were discussed from a professional standpoint. The study conclusions confirm that the quantitative and qualitative objectives set for the seminar were fulfilled in all areas. The substance of the seminar and networking opportunities succeeded well. Moreover, the seminar practicalities, catering and decorations were considered successful by the participants and the project group. All respondents would participate in a similar seminar also in the future. From the thesis writer’s perspective, it was important that the seminar was organized and completed with the agreed resources and in time as planned....
Laurea University of Applied Sciences launched a development project Luomua lautaselle — luomuruokaa julkisiin ruokapalveluihin at the beginning of 2012. The objective of the project was to increase the use of organic food in the public food services through better customer understanding. The final seminar of this one year-long project was held in Laurea in Leppävaara in November 2012. The Seminar connected around thirty experts, directly involved, or professionally interested in organic food production, from the Uusimaa Region. The seminar program was comprised of five expert presentations. The results of the project were published in the seminar as well. The thesis was carried out as a functional project work, whose main result was the Luomua lautaselle seminar. Project management methods were used for the implementation of the project. During the project, practical working methods, related to the theory of the event management, were likewise exploited. Through strategic and operational choices, the meaning and the objectives of the seminar were clarified, and furthermore the selected theme was justified. The underlying common factor of the project and the seminar was the notion of naturalness, which was also strongly brought to the fore in describing the operating environment. Under-standing organic food production, and the use of organic food, helped in recognizing the im-portance of the project and the seminar. Natural choices were also emphasized in planning the seminar. Less common product choices, including seminar food and venue decoration, were used to provide extra value for the seminar experience. Feedback from the seminar was collected by qualitative methods, and the obtained data was processed by using content analysis. The seminar participants were directed to an electronic feedback survey, and a separate feedback discussion session was organized for the project team. The results of the project, and the objectives, which were set in the start-up phase, were compared in this way. The overall success of the work, and the personal objectives were discussed from a professional standpoint. The study conclusions confirm that the quantitative and qualitative objectives set for the seminar were fulfilled in all areas. The substance of the seminar and networking opportunities succeeded well. Moreover, the seminar practicalities, catering and decorations were considered successful by the participants and the project group. All respondents would participate in a similar seminar also in the future. From the thesis writer’s perspective, it was important that the seminar was organized and completed with the agreed resources and in time as planned....
Myymälänäkyvyyden vaikutus asiakkaan palvelukokemuksen kehittämiseen
(Laurea-ammattikorkeakoulu, 2012)
Laurea-ammattikorkeakoulu Tiivistelmä
Leppävaara
Hotelli- ja ravintola-alan liikkeenjohdon koulutusohjelma
Block, Krister
Myymälänäkyvyyden vaikutus asiakkaan palvelukokemuksen kehittämiseen
Vuosi ...
Taustatutkimus Intranetin kehittämiseen Tallink Siljalla
(Laurea-ammattikorkeakoulu, 2012)
Opinnäytetyön aihe on taustatutkimus Intranetin kehittämiseen TallinkSiljalla. Tarkoituksena on tuoda julki työntekijöiden tarpeet ja toiveet Intranetin sisällöstä organisaation ylemmälle taholle. Työn tavoitteena on kerätä mahdollisimman paljon...
The subject for the thesis is a background research for developing the Intranet of Tallink Silja. The main purpose is to highlight the needs and wishes of the personnel on the content of the Intranet to the higher management level. The objective is to gather reliable background information for developing the Intranet. Tallink Silja Oy is a part of AS Tallink Grupp, which is one of the largest passenger and freight service shipping companies in the Baltic Sea area. Tallink Silja Oy employs about 500 persons on land and about 1,000 on sea. The Intranet is one of the best ways to communicate inside organizations. It is an excellent tool to share information and to be connected within the whole organization. The benefits of the Intranet are fast communication, low costs and it offers the access to all the important information needed for doing one’s job. The Intranet also creates security, flexibility and it increases the efficiency of organizations. To gather background information, the main method was to conduct a survey. The survey was executed on M/S Silja Europa during the summer of 2012. Benchmarking was also used. Creating a large theoretical base was crucial in creating the survey. The results based on the survey indicated that the personnel were not that satisfied with the Intranet. More functions and content were hoped for. However, access to the Intranet was prioritized as a target for development. The personnel also wanted the Intranet to be more customer-friendly....
The subject for the thesis is a background research for developing the Intranet of Tallink Silja. The main purpose is to highlight the needs and wishes of the personnel on the content of the Intranet to the higher management level. The objective is to gather reliable background information for developing the Intranet. Tallink Silja Oy is a part of AS Tallink Grupp, which is one of the largest passenger and freight service shipping companies in the Baltic Sea area. Tallink Silja Oy employs about 500 persons on land and about 1,000 on sea. The Intranet is one of the best ways to communicate inside organizations. It is an excellent tool to share information and to be connected within the whole organization. The benefits of the Intranet are fast communication, low costs and it offers the access to all the important information needed for doing one’s job. The Intranet also creates security, flexibility and it increases the efficiency of organizations. To gather background information, the main method was to conduct a survey. The survey was executed on M/S Silja Europa during the summer of 2012. Benchmarking was also used. Creating a large theoretical base was crucial in creating the survey. The results based on the survey indicated that the personnel were not that satisfied with the Intranet. More functions and content were hoped for. However, access to the Intranet was prioritized as a target for development. The personnel also wanted the Intranet to be more customer-friendly....
Asiakaspalveluprosessin laadun kehittäminen Esimerkki: Vierumäki Resort&Kitchen
(Laurea-ammattikorkeakoulu, 2012)
nykytila ja antaa kehitysehdotuksia asiakaspalveluprosessin laadun parantamiseksi. Tavoitteena on kehittää Resort&Kitchenin ravintoloiden asiakaspalveluprosessin laatua siten, että Vierumäelle saapuva asiakas valitsisi Resort&Kitchenin tarjoamat...
Quality Development of Customer Service Process Case:Vierumäki Resort&Kitchen This thesis scrutinized the quality development of the customer service process in Resort & Kitchen restaurants located in Vierumäki. The purpose of this study was to determine the current state of Vierumäki Resort & Kitchen restaurants’ customer service process and provide development proposals to improve the quality of the customer service. The objective was to develop the quality of the Resort & Kitchen restaurants’ customer service process so that the arriving customer would choose Vierumäki Resort & Kitchen restaurant in the Vierumäki area. The second objective was to list the weaknesses of the service process, so that the process could be built so that the customer would always be leaving Vierumäki satisfied. The theoretical section of the thesis describes the customer service process and the factors that affect it, the service production, the service culture and the service package. In the theoretical section the focus is also on quality and service quality improvement and the measurement of the customer’s service experience. This analysis listed the indicators of quality which are customer satisfaction, quality image and customer-orientation. The analyzed study material is customer feedback collected by Vierumäki and Scandic Vierumäki. The survey conducted by Vierumäki was answered by 308 customers and 136 customers answered Scandic Vierumäki’s survey. The collected feedback has been analyzed by quantitative research methods by using Microsoft Office Excel software. The feedback received from Scandic Vierumäki was already in a graphical form. The results of the study showed, that the quality of the service in Rresort&Kitchen restaurants is at a very high level. The study indicates targets for development that are customer segmentation, service and food quality and the improvement of marketing and sales. The results also clearly demonstrated that the negative feedback was based in most of cases on customers’ too high service expectations. The results reveal that the customer service process seems to be all right. But in order to be perfect, it requires a strong commitment from employees to maintain the quality. It is essential to develop minimum quality standards for the food and service in Vierumäki, The standards help to achieve reliability, security, responsiveness, and these set standards will raise the whole image of in the restaurants....
Quality Development of Customer Service Process Case:Vierumäki Resort&Kitchen This thesis scrutinized the quality development of the customer service process in Resort & Kitchen restaurants located in Vierumäki. The purpose of this study was to determine the current state of Vierumäki Resort & Kitchen restaurants’ customer service process and provide development proposals to improve the quality of the customer service. The objective was to develop the quality of the Resort & Kitchen restaurants’ customer service process so that the arriving customer would choose Vierumäki Resort & Kitchen restaurant in the Vierumäki area. The second objective was to list the weaknesses of the service process, so that the process could be built so that the customer would always be leaving Vierumäki satisfied. The theoretical section of the thesis describes the customer service process and the factors that affect it, the service production, the service culture and the service package. In the theoretical section the focus is also on quality and service quality improvement and the measurement of the customer’s service experience. This analysis listed the indicators of quality which are customer satisfaction, quality image and customer-orientation. The analyzed study material is customer feedback collected by Vierumäki and Scandic Vierumäki. The survey conducted by Vierumäki was answered by 308 customers and 136 customers answered Scandic Vierumäki’s survey. The collected feedback has been analyzed by quantitative research methods by using Microsoft Office Excel software. The feedback received from Scandic Vierumäki was already in a graphical form. The results of the study showed, that the quality of the service in Rresort&Kitchen restaurants is at a very high level. The study indicates targets for development that are customer segmentation, service and food quality and the improvement of marketing and sales. The results also clearly demonstrated that the negative feedback was based in most of cases on customers’ too high service expectations. The results reveal that the customer service process seems to be all right. But in order to be perfect, it requires a strong commitment from employees to maintain the quality. It is essential to develop minimum quality standards for the food and service in Vierumäki, The standards help to achieve reliability, security, responsiveness, and these set standards will raise the whole image of in the restaurants....









