Kunnonvalvonnan uudelleen organisointi

Tutkimuksen tavoitteena oli tarkastella nykyinen kunnonvalvonnan toimintomalli Eforan kunnossapitopaikkakunnilla. Tarkastelun pohjalta tutkimuksessa organisoidaan kunnonvalvonta uudelleen n��iss�� kohteissa. Kohteena ovat Eforan paikkakunnat Heinola, Imatra, Oulu, Varkaus, Veitsiluoto is Uimaharju. Teoriaosiossa k��sitell����n strategista johtamista yrityksen perustamisen n��k��kulmasta, Perustamista l��hestyt����n my��s analyysien kautta, sek�� organisaation liiketoimintamallien ja prosessien kautta. Empiirisess�� osiossa tehtiin organisaation hahmottamisen kautta portfolio-analyysi, markkinatarkastelu is toimintasuunnitelma. Ne loivat perustan uudelleen organisoitumiselle. Osioon sis��ltyv��t my��s toiminnan k��ynnist��miseen, j��rjest��ytymiseen, mittaamiseen, seurantaan ja raportointiin liittyv��t toimet.

Customer consciousness in the production process of a steel factory

The purpose of this thesis is to examine the level of customer consciousness of the production process employees in a steel factory and to investigate the methods of internal marketing in order to propose development practices to enhance the customer consciousness of the case company employees. The significance of the level of customer consciousness is discussed and practices already implemented affecting the level of customer consciousness in the company are examined. The literature review gives an insight to the role of customer consciousness in the CRM philosophy of a manufacturing company and examines the means of internal marketing in enhancing customer consciousness. In the empirical part of the study, the level and significance of customer consciousness is determined by conducting individual and focus group interviews. The interviews are also used to examine the practices that could function in enhancing the customer consciousness of the employees. Development suggestions to improve the level of customer consciousness in the production process are given based on the results. The level of customer consciousness is at a poor level in the production process and influences above all on work motivation and job satisfaction, but possibly on customer satisfaction as well. The enhancement of customer consciousness in the production process should be done e.g. by ensuring the distribution of right knowledge coherently to all of the employees, gathering large customer reference database to exploit in work and in training, using visual illustration in presenting the customer information, training proactively and letting the employees to participate in the customer oriented development activities. Customer satisfaction focused reward system can be considered.

Maksuehtojen vaikutus k��ytt��p����oman ja asiakkuuksien hallinnassa - casetutkimus

Tutkimuksen tavoitteena on tarkastella maksuehtojen ja niiden aiheuttamien kustannusten merkityst�� k��ytt��p����oman ja asiakkuuksien hallinnassa. Tavoitteena on selvitt���� maksuehtojen kohdeyritykselle mahdollisesti aiheuttamia kustannuksia ja niiden vaikutusta k��ytt��p����omaan ja asiakaskannattavuuksiin. Tutkimuksen teoriaosuuden muodostaa k��ytt��p����oman ja asiakkuuksien hallinnan kirjallisuuskatsaus. P����paino on ostovelkojen ja myyntisaatavien hallinnassa sek�� asiakaslaskentatoimen laskentamenetelmiss��. Tutkimuksen empiriaosuus k��sittelee kohdeyrityksen maksuehtojen kautta teoriaosassa esitettyj�� aihealueita. Johtop����t��ksen�� voidaan todeta, ett�� kohdeyrityksen t��m��n hetkisill�� maksuehdoilla ei ole suurta negatiivista vaikutusta yrityksen k��ytt��p����omaan. Maksuehdoista aiheutuneiden kustannusten merkitys asiakaskannattavuuksissa korostuu enemm��n pienten kuin suurten asiakkaiden kohdalla.

External knowledge transfer mechanisms in service business acquisition

In knowledge-intensive economy an effective knowledge transfer is a part of the firm���s strategy to achieve a competitive advantage in the market. Knowledge transfer related to a variety of mechanisms depends on the nature of knowledge and context. The topic is, however, very little empirical studied and there is a research gap in scientific literature. This study examined and analyzed external knowledge transfer mechanisms in service business and especially in the context of acquisitions. The aim was to find out what kind of mechanisms was used when the buyer began to transfer data e.g. their own agendas and practices to the purchased units. Another major research goal was to identify the critical factors which contributed to knowledge transfer through different mechanisms. The study was conducted as a multiple-case study in a consultative service business company, in its four business units acquired by acquisition, in various parts of the country. The empirical part of the study was carried out as focus group interviews in each unit, and the data were analyzed using qualitative methods. The main findings of this study were firstly the nine different knowledge transfer mechanisms in service business acquisition: acquisition management team as an initiator, unit manager as a translator, formal training, self-directed learning, rooming-in, IT systems implementation, customer relationship management, codified database and ecommunication. The used mechanisms brought up several aspects as giving the face to changing, security of receiving right knowledge and correctly interpreted we-ness atmosphere, and orientation to use more consultative touch with customers. The study pointed out seven critical factors contributed to different mechanisms: absorption, motivation, organizational learning, social interaction, trust, interpretation and time resource. The two last mentioned were new findings compared to previous studies. Each of the mechanisms and the related critical factors contributed in different ways to the activity in different units after the acquisition. The role of knowledge management strategy was the most significant managerial contribution of the study. Phenomenon is not recognized enough although it is strongly linked in knowledge based companies. The recognition would help to develop a better understanding of the business through acquisitions, especially in situations such as where two different knowledge strategies combines in new common company.

Hankintaj��rjestelm��n kehitt��minen liikenn��itsij��yrityksess��

T��m�� tutkielman tavoitteena on selvitt���� strategisen hankintatoimen merkityst�� yrityksen liiketoimintaan ja sen kehitt��miseen. Tutkimuksen tavoitteena on kehitt���� Veolia Transport Finland Oy:n hankintatoimen eri osa-alueita, prosesseja sek�� ty��teht��vien organisointia. Tavoitteena on auttaa my��s johtoa ja esimiehi�� ymm��rt��m����n, mill�� tavoin hankintafunktio liittyy organisaation taloudellisiin tavoitteisiin ja tuloksiin. Tutkimuksen tavoitteisiin pyrit����n vastamaan analysoimalla yrityksen toimintaa hankinta-aineiston perusteella, joka on ker��tty tuotettu yrityksen taloushallinnon ohjelmista. Tutkimuksen mukaan hankintafunktion kehitt��misprosessissa tulee huomioida hankintojen erilaisuus ja hankintaorganisaation muodostaminen yritysrakenne huomioiden. T��m��n lis��ksi yrityksen kansainv��lisyydell�� on oma t��rke�� roolinsa hankintafunktion kehitt��misprosessissa.

Riskienhallinnan strategiat ja menetelm��t pk-yrityksiss��

Kirjallisuusty��n�� toteutettu kandidaatinty�� k��sittelee riskienhallinnan strategioita ja menetelmi�� keskittyen erityisesti pienten ja keskisuurten yritysten n��k��kulmaan. Termien ja m����ritelmien j��lkeen esitell����n laskennallisia tapoja arvioida riskej�� ja esitell����n t��rkeimm��t pk-yrityksen kohtaamat riskilajit. Riskilajien p����luokat ovat strategiset riskit, operatiiviset riskit, taloudelliset riskit ja vahinkoriskit. Strategista riskienhallintaa k��sittelev�� osuus m����rittelee riskienhallinnan tyypilliset tavoitteet ja roolin, riskienhallinnan perusstrategiat, ja esittelee Enterprise Risk Management (ERM) ���konseptin ja ehdotuksen riskienhallintaprosessin viitekehykseksi, jota voidaan k��ytt���� systematisoimaan riskienhallintatoimintaa yrityksess��. Lis��ksi k��sitell����n lyhyesti strategiaty��n ja riskienhallinnan yhteytt�� ja yrityksen elinkaaren eri vaiheissa riskienhallinnan n��k��kulmasta huomioon otettavia asioita. Lopussa esitell����n riskientunnistamisen ja -arvioinnin menetelmi�� ja k��yt��nn��n toimenpiteit��, joilla riskej�� voidaan poistaa, pienent����, tai siirt����.

Asiakassuhdejohtaminen kannattavuusn��k��kulmasta

Tutkimuksessa selvitet����n miten asiakassuhteita johdetaan asiakaskannattavuuden perusteella erilaisissa yrityksiss��. Kirjallisuuskatsauksessa perehdyt����n laskentatoimen ja markkinoinnin kirjallisuuteen asiakaslaskentatoimen ja asiakassuhdejohtamisen osalta. Asiakaskannattavuusajattelua avataan eri asiakaslaskentatoimen menetelmien avulla. Asiakassuhdejohtamista taas k��sitell����n suhdemarkkinoinnin ja prosessiajattelun n��k��kulmasta sek�� tarkastellaan kannattaviin ja kannattamattomiin asiakassuhteisiin liittyvi�� mahdollisuuksia, ongelmia ja menettelytapoja. Teoriaosuuden lopuksi esitet����n yhteenveto, kuinka kannattavuusajattelun tulisi n��ky�� asiakassuhdejohtamisessa. Empiirisess�� osiossa tutkitaan nelj��n eri yrityksen tapaa johtaa asiakassuhteitaan sek�� kannattavuusajattelun n��kymist�� asiakassuhdejohtamisessa. Aineisto ker��ttiin teemahaastattelujen avulla. Kannattavuusajattelu nousee esille yritysten tavoissa johtaa asiakassuhteitaan. Kuitenkin monenlaiset rajoitukset toimialalla, markkinoilla tai yrityksen resursseissa aiheuttavat sen, ettei kannattavuusperusteinen asiakassuhteiden johtaminen ole yht�� monipuolista ja syv��llist��, kuin kirjallisuudessa esitet����n.

CRM - k��ytt����notto ja hy��dyt

T��m�� kandidaatinty�� k��sittelee CRM:���� tietoj��rjestelm��n�� ja strategiana. CRM:ll�� (Customer Relationship Management) tarkoitetaan asiakkuuksien hallintaa. Suppea m����ritys k��sitt���� CRM:n vain tietoj��rjestelm��n��, laajempi m����ritys sis��lt���� tietotekniikan lis��ksi sek�� organisaation ett�� asiakkaat eli CRM n��hd����n kokonaisvaltaisena strategiana. Tietoj��rjestelm��t ovat olennainen osa CRM:����, sill�� ne mahdollistavat asiakkuuksien hallinnan. Kun CRM ymm��rret����n strategiana, siit�� saadaan enemm��n hy��tyj��. T��ll��in k��ytt����nottoprosessista tulee kuitenkin haastavampi. K��ytt����notossa tulee huomioida CRM:n eri n��k��kulmat ja menestystekij��t sek�� organisaation kulttuurin muutos. N��iden tekij��iden aliarvioiminen johtaa usein ep��onnistumiseen. CRM:n k��ytt�� on yleistynyt viime vuosina merkitt��v��sti. T��m�� on johtunut muuttuvasta kilpailuymp��rist��st�� sek�� asiakkaiden kulutustottumusten muuttumisesta. CRM on laajemmin k��yt��ss�� isoilla yrityksill�� ja k��ytt�� vaihtelee my��s toimialan mukaan. K��ytt����nottoa ovat ajaneet CRM:st�� saatavat hy��dyt: asiakkaista saatavan voiton maksimointi, kannattavien asiakkaiden parempi tunnistaminen ja t��rke��ksi muodostuneiden pitk��aikaisten asiakassuhteiden s��ilytt��minen. Hy��tyjen mittaamiseen ei ole viel�� kehittynyt yhten��ist�� mitta-asteikkoa, mutta tulokset tulee mitata CRM-mittareiden avulla. CRM-j��rjestelmien kysynt�� lis����ntyy, mutta tavat k��ytt���� niit�� muuttuvat. Oman j��rjestelm��n hankkimisen tilalle on tullut ulkopuolisten palveluntarjoajien pilvipalvelut. CRM:st�� tulee tulevaisuudessa sosiaalisempaa ja avoimet ohjelmistoratkaisut lis����ntyv��t.

Asiakkuudenhallinta toimitusketjussa

T��ss�� kandidaatinty��ss�� tutustutaan asiakkuudenhallinnan aihepiiriin. K��sittelyss�� ovat asiakkuudenhallinta, asiakkuudenhallintaj��rjestelm��t sek�� n��iden ymp��rill�� py��riv��t k��sitteet. Aihetta k��sitell����n s��hk��isen liiketoiminnan n��k��kulmasta. Ty��ss�� kuvataan my��s kuinka asiakkuudenhallintaa toteutetaan k��yt��nn��ss�� sek�� pyrit����n vastataan kysymykseen: Mit�� hy��tyj�� ja vaikeuksia asiakkuudenhallinta voi aiheuttaa yrityksille?

Customer loyalty in DIY retailing in Russia: Innovative approaches for improving customer retention through technology

Customer satisfaction has been widely studied concept due to its importance on business performance. Customer satisfaction should ideally lead to customer loyalty and have a positive effect on business profitability and growth. This study investigates customer satisfaction and loyalty in the Do-It-Yourself retailing in Russian ��market. �����K-rauta��� ��retail ��chain ��was ��chosen ��as ��a ��focus company for this study. Goal of the study was to investigate what creates customer satisfaction in this given market and what is the role of quality, trust and satisfaction for creating customer loyalty. The role of internet in consumer purchasing process was also investigated. Furthermore, consumer preferences towards new marketing solutions such as smart phone applications were briefly examined.

Designing the transformation from a boiler supplier into a solution seller

Competition for customers in business-to-business markets is rough, and in order to survive a seller has to be able to deliver more value to its customers than its competitors. This thesis is done for the sales department of an energy technology company operating in business-to-business markets. The company is a relatively small in its field, and it aims to expand internationally and differ itself from its competitors by providing better service for its customers and selling solutions. This study aims to design the transformation from a product seller into a solution seller by defining what is a solution and how solutions are sold, and creating an action plan for sales. Data for the study is collected in ten theme interviews, and analyzed with thematic and content analysis. The action plan is constructed based both on the data and theory. According to the findings of the study, solution is defined as a specially designed unique combination of elements ��� such as products, services, knowledge, experience and thinking ��� that work with and complement each other, and bring value to a particular customer. Solution sales requires capabilities to anticipate; build relationships with customers; identify needs and define requirements; cocreate solutions by customizing and integrating elements; and provide postdeployment support. Vision for the change is to sell solution through sensing customers��� needs and responding to them, and the steps of the action plan are to (1) cascade customer-focus, (2) involve other departments in solution sales, (3) develop customer relationship management, and (4) involve the whole organization in solution business.

Analysis of value drivers behind CRM adoption projects in financial services industry

This research is focused on deriving framework for the value thought for from the Customer Relationship Management system adopted by an enterprise operating in the financial services industry. It will analyze existing academic work to derive a conceptual value model, while applying secondary industry specific case studies provided by the CRM vendors to check the validity and commonality of these drivers. Furthermore this work locates the variances and correlation between value thought for from CRM system, scope of enterprise operations and size of the enterprise.

Promoting Customer Loyalty Through a Telecommunication Specific CRM Framework

The objective of this thesis is to find new methods to promote customer loyalty in the telecommunication industry. The study was made on the appointment of Tecnotree Corporation, which operates in a telecommunication software business. This thesis comprises of a theoretical section, which includes the presentation of relevant theoretical background and of an empirical section, which is mostly based on interviews and professional opinions. One of the most important aspects of customer relationship management (CRM) is building customer loyalty. Telecommunication markets are becoming saturated in an increasing number of markets. Customer acquisition is no longer a way to grow; companies need to hold on to their existing customers. Companies are always looking for new ways to avoid churning customers. These new methods are searched from recent studies and they are discussed with marketing professionals from operators. Current CRM lacks the ability to extract data efficiently from databases. Social media���s utilization is also in its early stages. It contains a lot of possibilities, but also things that can be risky for companies. In order to obtain full advantage of the new methods companies are required to invest considerable amounts of time and money to develop new systems, but not all companies are ready for the change.

Tietojohtaminen vaatimusm����rittelyn tukena ICT-alan yrityksen toimintaymp��rist��n muutoksessa

Ty��n l��ht��kohtana on ICT-alan yrityksen AinaCom Oy:n toimintaymp��rist��n muutos, ja siihen toteutettava vaatimusm����rittely. Vaatimusm����rittelyn toteutukseen otetaan tueksi tietojohtaminen, jonka avulla saadaan syvyytt�� perinteiseen vaatimusm����rittelyyn. Sek�� vaatimusm����rittely�� ett�� toimintaymp��rist��n muutosta, tarkemmin ERP (Enteprise Resource Planning) toiminnanohjausj��rjestelm��-projektia, tehostetaan tietojohtamisen keinoin. Ty��n tavoitteena on selvitt���� miten tietojohtaminen voidaan ottaa vaatimusm����rittelyn tueksi toimintaymp��rist��n muutoksessa. Sek�� kirjallisuuskatsauksen ett�� AinaCom Oy:n vaatimusm����rittelyprojektin perusteella voidaan todeta, ett�� tietojohtamisen ja tiedon spiraalin (SECI-malli) avulla voidaan edesauttaa tiedon hallitsemista mittavissa ohjelmistoprojekteissa, kuten ERP-projektissa, sek�� vaatimusm����rittelyss��. N��in tietojohtamisen avulla voidaan saavuttaa hallittavampia aikatauluja, kohtuullisempia kustannuksia, sek�� menestyksekk����mpi�� projekteja.

The role of customer perspective in organizational renewal. A comparative case study of knowledge-intensive business services.

The objective of this thesis was to study organizational renewal from the customer orientation perspective. Customer orientation is divided into customer relationship management and customer knowledge, which both are important components of customer related organizational renewal capabilities. The study was conducted in knowledge intensive business service firms, which are required to renew their strategy, operations and processes constantly in order to gain and sustain competitive advantage. In the empirical research, two companies were studied, both offering services to their customers. The analysis was done in two phases; first each case was analyzed individually and then the cases were compared in a cross-case analysis. The most important finding was that customer orientation is considered important but it is not being utilized for organizational renewal in full capacity.