Haku

Opinnäytetyön aiheena oli asiakastyytyväisyyskyselyn suunnittelu ja toteutus. Tavoitteena oli selvittää kyselyn avulla Vantaalla sijaitsevan VTI Technologies Oy:n henkilökunnan tyytyväisyys yrityksen tilojen siivoukseen, siivoustyöntekijöihin sekä...
Customer Contentment Survey about the Quality of Cleaning Case: VTI Technologies Oy The subject of this study was to plan and carry out a survey for customer contentment. The target was to find out the contentment with cleaning in the company premises, cleaners and the cleaning management in VTI Technologies in Vantaa from the point of view of the personnel. The special interests on the matter were the things which respondents were not content with in the cleaning. SOL Services Inc is responsible for cleaning the premises of VTI Technologies. The results of the survey are meant for SOL to use for help improve services in VTI Technologies. One the writers of this thesis works at OL Services as a supervisor for the cleaners. The topic of this study was very personal for her, because it concerned also her own work as an instructor. The survey was targeted for the whole personnel in VTI Technologies n Vantaa. The personnel consists of 272 employees. Due to the large size of the target group, we decided to carry out the inquiry as a form survey. The questionnaire contained multiple choice questions and open questions. An English version of the form was made for foreign employees. The customer contentment questionnaire was delivered between the 16th of March and the 3rd of April 2009. At first a week and a half was given for response, but due to the low percentage of response, the length of time to respond was prolonged. Altogether we got 74 answers. The answering percentage was 27,2 per cent. In the frame of reference in this study service, the quality of service and customer contentment were discussed. According to the esults of the survey, most improvements to be made were in the interaction skills of the cleaners, the track of their work and in the reachability. In the matters concerning the premises, improvements must happen for example in toilets, stairs, lunch rooms and in raising the quality of cleaning in dressing rooms. The most emphasis in the open questions were put on wiping dusts and reassuring the sufficiency of the toilet and handpapers. The most surprising matter of the results was that the majority of respondents had no experience concerning the cleaning management....

Ny Nordisk Mat, NNM, on Pohjoismaisen ministerineuvoston rahoittama määräaikainen hanke vuosille 2007 - 2009. Kyseessä on kaikki Skandinavian maat yhdistävä ruokakulttuurihanke. NNM:n tarkoituksena on vahvistaa Pohjolan imagoa ruoka- ja...
The future of Ny Nordisk Mat project Ny Nordisk Mat, NNM, is a Scandinavian food culture project running between 2007 and 2009. The project is financed by the Nordic Council of Ministers. The purpose of NNM is to improve food culture and tourism in the Nordic countries as well as to increase knowledge and raise the atractiveness of local ingredients. This thesis is based on the need to think about the prospects of Ny Nordisk Mat. I have researced how NNM could be run in the future, and I got this assignment from a Finnish member of the project’s executive group and Finland’s Food Ambassador. A central part of my work has been to get to know the project and food culture as well as to map future threats and opportunities. In my work, which has a futurology nature, I have used methods like literature reviews, theme interviews, e-interviews with the specialists, futuretables, scenarios and megatrends. The goal of my research has been not only to build a picture of Ny Nordisk Mat but also to understand those internal and external factors that affect the project. It was especially challenging to combine multiple research results into a clear and inclusive picture of the project. Futurology is a challenging but interesting method to do research. Because of the unstable nature of the future it is not possible to get a completely right answer to the research questions. As a futurologist I have kept my eyes open and examine different possibilities. As a result I get an assortment of scenarios and development ideas. While doing this research I got a positive view of NNM –projects opportunities in the future. In the beginning it took a while to build up a picture of a project’s dimensions, realization and organization, but in the end I found out that the ideology behind the project has a balanced base. I think in the future it would be important to update the project by focusing more on certain sectors. Development should be based on the goals of the project and achievements done so far. Even though the project is completed it would be desirable not to stop the promotion of Scandinavian food culture when its financing is finished. In July 2009 the Council of Ministers will decide whether to continue NNM or not. Despite the decision some constructive plans for the future should be made already now. Examples of considerable ideas are to strengthen the project brand and productize it, and let for example students to analyze impressiveness and results of the project....

Opinnäytetyön toimeksiantajana toimi Laurea ammattikorkeakoulu. Opinnäytetyö on osa Mmm.. (Moniaistisuus Matkailun Markkinointiviestinnässä)-hanketta. Hanke on Laurea-ammattikorkeakoulun ja Valtion teknillinen tutkimuskeskusen(myöhemmin VTT...
of multiple senses, in this thesis, is the use of more than two senses simultaneously as a supportive marketing method. The use of multiple senses is limited to tourism marketing communications. Tourism consists of hotel and restaurant industry, different...

Työssä tutkittiin kuluttajien mielikuvia punaviinin terveysvaikutuksista. Opinnäytetyössä kerrotaan punaviinin historiasta, jonka jälkeen kerrotaan punaviinin tekotavoista ja tekovaiheista. Tässä osiossa myös kerrotaan, mistä punaviinin ainesosat...
How red wine affects your health: consumers’ images The objective of this thesis is to find out consumers’ images of health effects of red wine. This thesis includes studies of the history of red wine and the phases of making red wine. First section of the thesis also includes what red wine contains, where all the ingredients comes from and what are their effects on red wine. As well as all the nutrients are listed, this part of the thesis includes energy content of red wine and how all these nutrients and energy con-tent effects on human body. Therefore these nutrients are classified in basicnutrients, carbohydratefractions, fats, minerals and trace elements and vitamins. In this thesis there are listed the good effects and bad effects that has influence on health. Which nutrients are the good and which are bad for health. The nutrients that are bad for health are ethylcarbamate, biogenic amines, sulfur and microbes like molds and yeasts. The nutrients which are good for health are phenolic compounds. In this thesis there are studies of phenolic compounds in human health and effects of alcohol on human health. There were articles and researches to pave the way for another research that were made for this thesis. This research made for this thesis is about consumers images of health effects of red wine. Questionnaires were used in this research. The results of this questionnaire were received by answers of 82 persons. The results were analyzed in diagrams and separated headings that included response rate of all respondents. From the results became clear that the knowledge of consumers in Finland about health ef-fects of red wine is good and consumers in Finland believes that red wine is on a certain degree good for health. However, Finnish consumers are not willing to buy red wine because of the good components included in red wine....

palvelutarjontaa tullaan laajentamaan ja ulkoilualueena kehittämään sekä kansallisesti että kansainvälisesti tulevaisuudessa. Espoon Solvallan urheiluopiston läheisyyteen rakennettava Nuuksiokeskus on arvioitu avattavan vuonna 2011 ja sen kohderyhmäksi...
Laurea University of Applied Sciences Leppävaara Service Management Programme Consumer Studies Liisa Pietilä The international travellers' expectations of the National Park's nourishment services The service supply of Nuuksio National Park, located in Espoo, will be expanded, and it will be developed as an outdoor exercise area in the future both nationally and internationally. The Nuuksio Centre, which will be built near the Solvalla Sports College in Espoo, is estimated to be opened in 2011, and its primary focus group among the leisure travellers is defined as the foreign and congress guests. This dissertation's purpose was to produce new information for the Nuuksio National Park about what kind of nourishment services international travellers appreciate. The goal was to find out what kind of nourishment services the international travellers expect from a National Park. This study was implemented with a quantitative study action by using a survey questionnaire. The material was gathered through questionnaire from the basic group, which is formed by the Congress Hotel Radisson SAS Seaside's 443 international customers. The study's sample was chosen from the Radisson SAS Seaside's customer register by using a simple random selection. The sample obtained from the basic group contains one hundred international customers, who visited the hotel when the survey was done. The results obtained from the study were handled through cross tabling, at the same time by searching dependencies between the variables by using the Chi square-test. From the hundred of international travellers who attended to this research regarded that very important nourishment services in the Nuuksio National Park were journey dining (60 %), café (40 %) and dining restaurant (36 %). The restaurant where food and the place are ordered was considered a mainly important service (37 %) but the grocery shop (41%) and the café where coffee and place are ordered (38 %) were considered unimportant services. The bar (53 %) and night club (86 %) were not regarded at all as important nourishment services in the Nuuksio National Park. According to all the hundred of participants, the personnel's professional skill and friendliness (53 %) and high quality of product (49 %) were noted as very important quality factors of the service. Quick service (47 %), the cheapness of product and service (45 %), many-sided selection of products (49 %) and the place's cosiness (45 %) were mainly experienced as the nourishment services' quality factors. Service provider's reputation and credibility (33 %) was mainly experienced as not important quality factor in nourishment services. Some other things that were revealed were the emphasis on Finnishness and Finnish traditions in the services. Key words: the Nuuksio National Park, international travellers, customer expectations and nourishment services....

yritysten kiristynyt kilpailu ja talouden taantuma. Koska matkailu- ja ravitsemisala on hyvin sesonkiluontoista, yritykset vuokraavat tilapäistyövoimaa vakituisen henkilökunnan sijaan. Tutkimuksen tarkoituksena on ollut tutkia, miksi työntekijä on valinnut...
Choosing temporary work and being committed to it in the field of tourism and hospitality The use of leased manpower has increased at service workers and a growing number of people are hired through personnel renting agencies. In the 1990s the number of full-time employ-ments decreased in Finland and temporary work became more popular. The reason for this was tightened competition between companies and regression in the economy. Because the field of tourism and hospitality is very seasonal, companies tend to hire temporary workers instead of full-time staff. The aim of this study is to find out why employees have chosen temporary work and how committed and motivated temporary workers are. The study was carried out with qualitative methods. The theme interviews took place in au-tumn 2008. All interviewees were at that moment temporary workers within tourism and hos-pitality in the metropolitan area. Fifteen people took part in the theme interview and they represented various age classes. The study was collected by themes in Word files, where the material was sorted for later analysis. According to the results, the reasons for choosing temporary work were very diverse. There were people who hadn't found a full-time job, students earning some extra alongside their studies and people who hadn't found a job within their own field. Temporary work was also chosen by people who said it was a lifestyle not to commit themselves to one company. They also felt that the freedom given by temporary work was a good alternative. It was, however common, for most of the interviewed that they dreamed of finding a steady job and believed to have better chances to it through the temporary work they had done. Especially within the service field the use of temporary work has come to stay and it may increase in the coming years if the economic downturn continues. When the big age classes start to retire, companies may begin to recruit full-timers again, which would naturally mean that the use of temporary work decreases. The subject of a possible follow-up study could be to examine, how temporary workers man-age economically despite the changing working opportunities within the field of tourism and hospitality. An other interesting subject would be to study the differences in how temporary workers, for example, in Lapland and in Southern Finland experience the work....

Tämä toiminnallinen opinnäytetyö on kuvaus siitä, minkälainen projekti oli Maailman lapset kylään –tapahtumien taustalla. Tavoitteena oli opinnäytetyön muodossa ohjata opintojakso, jossa ammattikorkeakouluopiskelijat suunnittelevat ja toteuttavat...
WORKING AS A PROJECT MANAGER IN INVITING OVER THE CHILDREN OF THE WORLD -EVENTS This functional Barchelor’s thesis is a description of a project called Inviting over the children of the world- events. The purpose of this thesis was to direct a study module, where poly-technic students conceived and carried out four service events with the theme Inviting over the children of the world. These events took place in secondary schools in the area of KUUMA-boroughs. The purpose was also to increase the knowledge of young students in secondary schools about children’s conditions and rights in Finland and around the world. The theoretical part is based on theory around project management. More specifically it in-cludes research about project organisation, planning, carrying through and finishing a pro-ject, risk managing and meaning of intrapreneurship in project working. The author of this thesis was the project manager herself. The plan of the functional part in this thesis was built based on the theoretical part. The functional part of this thesis is about the role of project manager who was guiding this study module. It informs about the role of the project manager in the planning and in the execution phases of the actual project and also gives a detailed description of the project. The description is written from the perspective of the project manager. The last chapter of the thesis consist of project evaluation and the development proposals for the study module in question. The evaluation consists of self-evaluation of the author as a project manager and of the feedback that students gave considering the study module and the guidance given in it....

Opinnäytetyön tarkoituksena oli tutkia valmistuvien restonomien mielikuvaa franchisingista ja franchising- yrittäjyydestä ja heidän kiinnostustaan ajatellen franchising-yrittäjyyttä uravaihtoehtona. Opinnäytetyössä haluttiin selvittää, miksi valmistuvat restonomit ovat kiinnostuneita franchising-yrittäjyydestä uravaihtoehtona tai miksi he eivät ole kiinnostuneita franchising-yrittäjyydestä uravaihtoehtona. Teoriaosassa kerrotaan franchisingista, sen historiasta, määritelmistä, franchising-yrittäjyydestä ja siihen liittyvistä asioista kuten franchising-yrittäjyyden edut ja haitat, franchising-yrittäjän ominaisuudet, koulutus ja rahoitusmahdollisuudet. Lisäksi teoriaosassa esitellään kolme ravitsemisalalla toimivaa franchising-ketjua. Opinnäytetyössä tehty empiirinen tutkimus on kvantitatiivinen tutkimus, jossa käytettiin kyselylomaketta tietojen keräämiseen. Teoriaosan pohjalta laadittiin sähköinen kyselylomake (e-lomake), joka lähetettiin Laurea-ammattikorkeakoulussa vuosina 2005 – 2006 aloittaneille restonomiopiskelijoille. Koulutusohjelmiksi valittiin Palvelujen tuottamisen ja johtamisen koulutusohjelma, Hotelli- ja ravintola-alan koulutusohjelma ja Matkailun koulutusohjelma. Potentiaalisia vastaajia oli 188. Vastauksia saatiin 31 kappaletta ja vastausprosentti oli 16,5 %. Kokonaisuudessaan vastaukset tukivat melko hyvin teoriaosaa ja saatiin myös selville, miksi valmistuvat restonomit ovat kiinnostuneita tai eivät ole kiinostuneita franchising-yrittäjyydestä uravaihtoehtona. Franchising-yrittäjyys uravaihtoehtona kiinnostaa, koska se on helppo tapa aloittaa yrittäjyys, riski on pienempi eikä tarvitse itse miettiä liikeideaa. Toisaalta taas franchising-yrittäjyys ei kiinnosta, koska konsepti on liian sitova, ketju sanelee mitä pitää tehdä, ei voi luoda mitään uutta, vapaus puuttuu, yksityisyrittämisessä on aina riskinsä, ei ole mikään rahasampo, maine ketjuna....
on the theoretical part of this thesis and it was sent to selected Programmes at Laurea University of Applied Sciences.The selected Programmes were the Programme in Hospitality Management, the Programme in Hotell- and Restaurant Management and the Programme...

Tämän tutkimuksen tarkoituksena oli selvittää kauppakeskus Sellon ja Ison Omenan asiakkaiden sekä työntekijöiden turvallisuuden tunteeseen vaikuttavia tekijöitä ja näiden tekijöiden merkittävyyttä kauppakeskusten kilpailukyvyssä. Tutkimuksen aihetta...
Factors Affecting Sense of Security in Order to Enhance Competitiveness in Shopping Center The purpose of this study was to pinpoint the factors affecting the sense of security of employees and customers of shopping center Sello and Iso Omena. Furthermore, this study aims to find out how significant these factors are in the sense of competitiveness of shopping centers. The topic of the study is approached from five different perspectives which each discuss the factors affecting people’s sense of security as broadly as possible. This study is part of a collaborative project called Safety and Competitiveness of Commercial Centers’ Program (Kaupallisten keskusten turvallisuus- ja kilpailukykyhanke), which is conducted by Helsinki School of Economics and the National Consumer Research Centre (Kuluttajatutkimuskeskus). The first perspective examines the indoor factors affecting shopping center employees. The second perspective looks at the same factors from the customers’ side. The third perspective focuses on comparing factors affecting consumers’ and employees’ sense of security in shopping center environment. The fourth perspective examines shopping centers’ security’s affect on employee motivation. The fifth and final perspective examines shopping centers’ security’s affects on consumers’ shopping behavior. The population of this study conducts of the customers and employees of the two shopping centers. The population of shopping center Sello was 17,8 million customers (N=170) and 2000 employees (N=200). The population of shopping center Iso Omena was 8,4 million customers (N=230) and 2000 employees (N=260). The answering activity was 69 %. The study uses a quantitative approach. The material was gathered in structured manner with a questionnaire and it was handled with the five following statistical methods: 1) factor analysis 2) regression analysis 3) correspondence analysis 4) crosstabulation 5) cluster analysis. The inner consistency of the study has been assessed with Cronbach’s alpha coefficient. The most important factor enhancing customers’ and employees’ sense of security was considered the presence of security guards and police. The most important independent factors affecting the sense of security outdoors were surrounding traffic and car park and its lighting. The most important independent causes for insecurity were the distance between home and shopping center, and the coherence of public transportation. The consumers’ shopping behavior was affected negatively by tensed atmosphere, tight car parks, and constant disturbance. The employees found security guard presence and security training to be the most motivating factors. In general both shopping centers, Sello and Iso Omena, were found out as safe environments to take care of running errands....

uudelle työhyvinvointipaketille on kysyntää markkinoilla. Aiheen toimeksiantajina on kolme (3) yritystä: WiseLead Oy, FysioSporttis Oy ja Lääkärikeskus-Yhtymä, joiden jo olemassa olevista palveluista hyvinvointipaketti muodostuu. Opinnäytetyöhöni sisältyy...
Productization of service package, CASE WLC-work wellness package The topic of my thesis is productization of work wellness service package, which I call WLC-work wellness package. This thesis is continuation of market analysis. Results from the market analysis show that it is in great demand at the moment. Behind this assignment there are three (3) organizations: WiseLead Ltd, FysioSporttis Ltd and LääkärikeskusYhtymä. The wellness package consists of their existing services. The target group for the service is managers. My thesis also includes an appendix. The appendix is the actual work I made for the organizations and it´s secret, because they wanted so. Mangers do demanding and challenging work and to be successful they need to be in good shape. This means that they need to develop their wellness comprehensively. Comprehensive wellness includes physical, psychological and social components. These components are connected to each other. It means that if one of them goes bad it affects the other components. WLC-work wellness package focuses and supports developing all these components at once. Productization of WLC-work wellness package is also about developing totally new service package. This service package consists of many different services. It includes the main service, support services and added services. This service has not been tested so it is difficult to tell its realistic value. The value of a service forms from customers’ expectations, corporate image, interaction (between a customer and an employee) and the customers’ benefit at the end of the service process. The target group is the managers, who are normally quite busy with their work. This has been considered when developing the service. Developing a product starts from a customer’s problem. The idea is to create a solution to this problem. In this case the problem is busy, demanding and tiring work which can lead to a burn out. The solutions to this problem are the tools how to manage wellness comprehensively. Service developing consists from different phases. In this thesis I divide it into four parts. The first part is idea creation. The second part is starting project. The third part is developing the service package. The fourth part is commercialization. I focused on the third part, developing the service package. Developing the service consists of starting a developing process, designing the content, service design, making the contract (between a customer and the service providers) and ending the project. These parts can change depending on the needs. The result is a service package, which is ready to go on market....