Developing components of communication through service design:case study Radisson Blu Royal
Junbah, Jaree Ullah; Ranjit, Sandip (2015)
Laurea-ammattikorkeakoulu
2015
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2015120920043
https://urn.fi/URN:NBN:fi:amk-2015120920043
Tiivistelmä
The purpose of this project is to develop the current communication process of ordering catering service in the room at the case company Radisson Blu Royal by the use of service design tools. The importance of communication should not be ignored or underrated as it directly affects the experience of employees and the end user. The research was carried out by two students, where one had experience of internal communication in the organization through work as an intern and the other had been able to observe the room service process externally, as a customer. Due to this combination of internal and external observations, a new service product was innovated as an application. The result of this research will make the communication flow better and assist the core business of the organization.
The theoretical framework of this report explains about the understanding of communication, its components and channels. In addition, this chapter also reviews the communication in the organizations, reasons for communication gap and the significant role of digital media that affect the buying behavior of consumers. It also explains the flow of communication within the organization.
The project was conducted by using the tools of service design. The service design approach offers the users a wide range of research methods in different phases. According to the need of the project, methods such as contextual interview, persona, brainstorming and service de-sign were selected. Service design tools are effective in creating innovative solutions in the service field.
The implementation of this project in the case company will reduce the workload of employees in the reception and restaurant department of the hotel with the help of an application that we have innovated during the project, the kitchen chef will receive the food orders directly from the customers. At the same time, the customers will also get real-time information about their orders. This research will help in reducing the touch points like reception and restaurant department in the room service process and make the service smooth and fast.
The theoretical framework of this report explains about the understanding of communication, its components and channels. In addition, this chapter also reviews the communication in the organizations, reasons for communication gap and the significant role of digital media that affect the buying behavior of consumers. It also explains the flow of communication within the organization.
The project was conducted by using the tools of service design. The service design approach offers the users a wide range of research methods in different phases. According to the need of the project, methods such as contextual interview, persona, brainstorming and service de-sign were selected. Service design tools are effective in creating innovative solutions in the service field.
The implementation of this project in the case company will reduce the workload of employees in the reception and restaurant department of the hotel with the help of an application that we have innovated during the project, the kitchen chef will receive the food orders directly from the customers. At the same time, the customers will also get real-time information about their orders. This research will help in reducing the touch points like reception and restaurant department in the room service process and make the service smooth and fast.