Improving internal customer relationship in IT Purchases Case: Helsinki Metropolia University of Applied Sciences
Haikonen, Tuomas (2013)
Haikonen, Tuomas
Metropolia Ammattikorkeakoulu
2013
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2013102016205
https://urn.fi/URN:NBN:fi:amk-2013102016205
Tiivistelmä
The study was designed to find out what Metropolia’s internal customers expect of the IT purchasing departments services. The study was made based on a case study format. The topic was chosen because of inside information of the processes, a genuine demand for the information in IT Services and general interest in service management and purchasing.
The thesis consists of two theoretical parts and a primary research part. The primary research is considered as the focal point of the research, with the secondary research providing a basis for the new discoveries. The primary research was implemented in the form of a survey that was sent to Metropolia University of Applied Sciences internal customers. The survey consisted of questions related to the role of the purchasing department, how internal customers perceive its services and what expectations they have.
The results of the study show us that the flow of information plays a key role in providing excellent service. It also became clear that service quality could be improved by understanding the internal customers expectations and what they value. Furthermore, customers with different backgrounds value different qualities in service, which should be considered when providing a service.
The thesis consists of two theoretical parts and a primary research part. The primary research is considered as the focal point of the research, with the secondary research providing a basis for the new discoveries. The primary research was implemented in the form of a survey that was sent to Metropolia University of Applied Sciences internal customers. The survey consisted of questions related to the role of the purchasing department, how internal customers perceive its services and what expectations they have.
The results of the study show us that the flow of information plays a key role in providing excellent service. It also became clear that service quality could be improved by understanding the internal customers expectations and what they value. Furthermore, customers with different backgrounds value different qualities in service, which should be considered when providing a service.