SERVICE DEVELOPMENT FOR FOREIGN CUSTOMERS: CASE OVV ASUNTOPALVELUT

Abstract

The aim of this thesis is to develop the application and the leasing processes of foreigners for the case company. The theoretical part focuses on service design tools, methods and satisfaction factors. A description of the current leasing process is given with the help of customer journeys. Journeys are for three parties: the company, the tenant and the landlord. The way OVV asuntopalvelut manages customers is covered, and two of the service packages are introduced. The surveys among all three parties were made to find out the satisfaction level with the present service process and potential issues.

The results show how people have responded to the survey, and the analysis uses the customer journeys in background situations. Through the analysis has come the recommendation for developing the service process.

For the development process, first suggestion is to translate all formats and webpages to English and Swedish. The second suggestion, to get better knowledge of the problems foreigners have, is that Joensuu’s OVV should ask from other OVV offices how they have dealt with the situations involving problem solving for foreigners. The third suggestion involves catering the cases into one file from all offices.