Profitability Development of Value-Added Services in the Case Company
Svahn, Marianne (2013)
Svahn, Marianne
Saimaan ammattikorkeakoulu
2013
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2013061314099
https://urn.fi/URN:NBN:fi:amk-2013061314099
Tiivistelmä
The objective of this thesis was to analyse the current situation of a specific value-added service in terms of profitability in the case company. The specific value-added service cannot be revealed in the thesis. A further goal was to examine the specific value-added service itself, and how the process of the service is executed. The purpose of the research was to gain in-depth understanding of the value-added service and the cost structure as well as the processes used to produce the service.
The research for this case study was carried out by using qualitative methods. The following research methods were used: document analysis, participant observation and semi-structured interviews. These research methods were chosen to examine employers, employees and customers’ insights. Data for the document analysis was gathered from the company’s income statements and internal reports. Semi-structured interviews were held to employees as development discussions to receive information on profitability and processes used. Customer insight was gathered via six mystery shoppers who participated in the survey conducted. Part of the data concerning the case company was declared confidential.
The results of the study show that there are several actions that can be taken to improve the profitability, the practices used in processes and also in customer satisfaction. The findings of the study will benefit the management and the decision making process in the future. The thesis created a good basis for the continuous development process in the specific value-added service in the case company.
The research for this case study was carried out by using qualitative methods. The following research methods were used: document analysis, participant observation and semi-structured interviews. These research methods were chosen to examine employers, employees and customers’ insights. Data for the document analysis was gathered from the company’s income statements and internal reports. Semi-structured interviews were held to employees as development discussions to receive information on profitability and processes used. Customer insight was gathered via six mystery shoppers who participated in the survey conducted. Part of the data concerning the case company was declared confidential.
The results of the study show that there are several actions that can be taken to improve the profitability, the practices used in processes and also in customer satisfaction. The findings of the study will benefit the management and the decision making process in the future. The thesis created a good basis for the continuous development process in the specific value-added service in the case company.