Public Supervising Service : Introducing Service Design for the Hitas- process in the Asuntopalvelut-unit
Hautaviita, Aliisa (2018)
Yrkeshögskolan Novia
2018
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Julkaisun pysyvä osoite on
http://urn.fi/URN:NBN:fi:amk-2018120420051
http://urn.fi/URN:NBN:fi:amk-2018120420051
Tiivistelmä
This master thesis is examining the B2B- customers’ service process and satisfaction in the Asuntopalvelut-unit for Hitas- process. Helsinki City offers affordable housing for its citizens but because of lower selling prices the Hitas- system regulates selling and reselling prices, quality of the apartments and ownership of units. The Asuntopalvelut-unit is supervising the marketing, selling and registry process as well as calculating the maximum prices.
The aim of the study was to find out how to improve the challenges within the process such as communication and influence making. Key issues and organizational strengths were defined throughout the project that took place between January and October 2018. Service design methods were used in discovering the current stage of customer satisfactions and stakeholders’ thoughts. The results show that there is potential in developing the service towards a customer centered model as well as improving possibilities in information effectiveness.
However, possibilities in making changes for recourse efficient organization model towards flow efficient are not as easy to impact on.
The thesis is structured with preliminary information in the form of an introduction and theory, presenting methodology and results towards service development suggestions and evaluation. This thesis did not reach the point of implementation within the timeframe.
The aim of the study was to find out how to improve the challenges within the process such as communication and influence making. Key issues and organizational strengths were defined throughout the project that took place between January and October 2018. Service design methods were used in discovering the current stage of customer satisfactions and stakeholders’ thoughts. The results show that there is potential in developing the service towards a customer centered model as well as improving possibilities in information effectiveness.
However, possibilities in making changes for recourse efficient organization model towards flow efficient are not as easy to impact on.
The thesis is structured with preliminary information in the form of an introduction and theory, presenting methodology and results towards service development suggestions and evaluation. This thesis did not reach the point of implementation within the timeframe.