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[{"key": "dc.contributor.advisor", "value": "Luoma, Eetu", "language": null, "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "Okker, Timo", "language": null, "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2016-12-13T20:29:38Z", "language": null, "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2016-12-13T20:29:38Z", "language": null, "element": "date", "qualifier": "available", "schema": "dc"}, {"key": "dc.date.issued", "value": "2016", "language": null, "element": "date", "qualifier": "issued", "schema": "dc"}, {"key": "dc.identifier.other", "value": "oai:jykdok.linneanet.fi:1644470", "language": null, "element": "identifier", "qualifier": "other", "schema": "dc"}, {"key": "dc.identifier.uri", "value": "https://jyx.jyu.fi/handle/123456789/52327", "language": null, "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Asiakastieto on palveluorganisaatiolle t\u00e4rke\u00e4 resurssi, jota hy\u00f6dynnet\u00e4\u00e4n useis-sa liiketoimintaan liittyviss\u00e4 toiminnoissa ja prosesseissa. Asiakastiedon avulla palveluita tuottavat organisaatiot pystyv\u00e4t tehostamaan omaa toimintaansa ja tarjoamaan entist\u00e4 laadukkaampia palveluita asiakkailleen. Etenkin it-palveluita tuottavat organisaatiot hy\u00f6dynt\u00e4v\u00e4t asiakastietoa laajasti. Asiakas-tiedon hankintaan, k\u00e4sittelyyn ja hy\u00f6dynt\u00e4miseen liittyy kuitenkin useita mer-kitt\u00e4vi\u00e4 haasteita. T\u00e4ss\u00e4 tutkielmassa tarkastellaan it-palveluorganisaatiossa kohdattavia asiakastiedon hankintaan, k\u00e4sittelyyn ja hy\u00f6dynt\u00e4miseen liittyvi\u00e4 haasteita teknologian, organisaation sis\u00e4isen toiminnan ja tietosuojan sek\u00e4 tieto-turvan n\u00e4k\u00f6kulmista. Tutkielma koostuu kirjallisuuskatsauksesta, joka pohjau-tuu alan tieteelliseen kirjallisuuteen sek\u00e4 tutkimuksen empiirisest\u00e4 osuudesta. Empiirinen osuus on toteutettu tapaustutkimuksena, jonka tarkoituksena on ymm\u00e4rt\u00e4\u00e4 paremmin kohdeorganisaatioissa esiintyvi\u00e4 asiakastietoon liittyvi\u00e4 haasteita. Kirjallisuuskatsauksessa m\u00e4\u00e4ritell\u00e4\u00e4n ensin asiakastiedon k\u00e4site, jon-ka j\u00e4lkeen tarkastellaan asiakastiedon merkityt\u00e4 liiketoiminnan eri prosesseissa. Kolmannessa luvussa k\u00e4sitell\u00e4\u00e4n asiakastiedon hankkimisen ja hy\u00f6dynt\u00e4misen keinoja ja nelj\u00e4nness\u00e4 luvussa tarkastellaan asiakastiedon hankintaan ja hy\u00f6-dynt\u00e4miseen liittyvi\u00e4 haasteita palveluliiketoiminnassa. Empiirinen osuus koos-tuu IT-palveluita tuottavien organisaatioiden haastatteluista. Empiirisen osuu-den rakenne ja haastattelukysymykset perustuvat kirjallisuuskatsauksen tulok-siin. Aineistonkeruumenetelm\u00e4n\u00e4 on k\u00e4ytetty puolistrukturoituja haastatteluja. Tutkimuksen tulosten perusteella asiakastietoon liittyy erityisesti lains\u00e4\u00e4d\u00e4n-n\u00f6llisi\u00e4, tiedon jakamiseen sek\u00e4 tietoturvaan ja tietosuojaan liittyvi\u00e4 haasteita.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Customer information is valuable resource for all service organizations and it is extensively used in organizations\u2019 processes. By utilizing customer data organi-zations can foster their operations and provide better services for their custom-ers. Particularly, ict-service producers use customer data and customer infor-mation in their daily processes and operations. However, the utilization of cus-tomer data involves challenges which must be taken into account. This study aims to represent challenges and problems related to collecting and using of customer information within ict-service organizations. First, this study defines the concept of customer data and customer information and some organization-al processes and functions closely connected to customer information. Next, this study reveals features related to collection and usage of customer data. Chal-lenges and problems in customer acquisition and usage are considered in the fourth chapter. In addition, some key solutions for these challenges are intro-duced. Empirical part includes case study which aims to understand challenges related to customer data and information. Used data collection method is semi-structured interview. Questions are based on literature review findigs. Findings of this study indicate that main challenges related to gathering, processing and exploiting of customer data are legislative, information sharing and data securi-ty and protection based.", "language": "en", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted using Plone Publishing form by Timo Okker (tivianok) on 2016-12-13 20:29:37.660582. Form: Pro gradu -lomake (https://kirjasto.jyu.fi/julkaisut/julkaisulomakkeet/pro-gradu-lomake). JyX data: [jyx_publishing-allowed (fi) =True]", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted by jyx lomake-julkaisija (jyx-julkaisija.group@korppi.jyu.fi) on 2016-12-13T20:29:38Z\nNo. of bitstreams: 2\nURN:NBN:fi:jyu-201612135087.pdf: 836519 bytes, checksum: 07eec334159db96522ab1744b04b3996 (MD5)\nlicense.html: 4826 bytes, checksum: c025b97e20a07f8be0467e75ac03ca04 (MD5)", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2016-12-13T20:29:38Z (GMT). No. of bitstreams: 2\nURN:NBN:fi:jyu-201612135087.pdf: 836519 bytes, checksum: 07eec334159db96522ab1744b04b3996 (MD5)\nlicense.html: 4826 bytes, checksum: c025b97e20a07f8be0467e75ac03ca04 (MD5)\n Previous issue date: 2016", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "1 verkkoaineisto (83 sivua)", "language": null, "element": "format", "qualifier": "extent", "schema": "dc"}, {"key": "dc.format.mimetype", "value": "application/pdf", "language": null, "element": "format", "qualifier": "mimetype", "schema": "dc"}, {"key": "dc.language.iso", "value": "fin", "language": null, "element": "language", "qualifier": "iso", "schema": "dc"}, {"key": "dc.rights", "value": "In Copyright", "language": "en", "element": "rights", "qualifier": null, "schema": "dc"}, {"key": "dc.subject.other", "value": "asiakastieto", "language": null, "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "hankinta", "language": null, "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "hy\u00f6dynt\u00e4minen", "language": null, "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "asiakkuudenhallinta", "language": null, "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "haas-teet", "language": null, "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "ongelmat", "language": null, "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "palveluorganisaatio", "language": null, "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "palvelutuotanto", "language": null, "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "it-palvelut", "language": null, "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "it-palvelutuotanto", "language": null, "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.title", "value": "Asiakastiedon hankkimisen ja hy\u00f6dynt\u00e4misen haasteet it-palvelutuotannossa", "language": null, "element": "title", "qualifier": null, "schema": "dc"}, {"key": "dc.type", "value": "master thesis", "language": null, "element": "type", "qualifier": null, "schema": "dc"}, {"key": "dc.identifier.urn", "value": "URN:NBN:fi:jyu-201612135087", "language": null, "element": "identifier", "qualifier": "urn", "schema": "dc"}, {"key": "dc.type.ontasot", "value": "Master\u2019s thesis", "language": "en", "element": "type", "qualifier": "ontasot", "schema": "dc"}, {"key": "dc.type.ontasot", "value": "Pro gradu -tutkielma", "language": "fi", "element": "type", "qualifier": "ontasot", "schema": "dc"}, {"key": "dc.contributor.faculty", "value": "Faculty of Information Technology", "language": "en", "element": "contributor", "qualifier": "faculty", "schema": "dc"}, {"key": "dc.contributor.faculty", "value": "Informaatioteknologian tiedekunta", "language": "fi", "element": "contributor", "qualifier": "faculty", "schema": "dc"}, {"key": "dc.contributor.department", "value": "Tietojenk\u00e4sittelytieteiden laitos", "language": "fi", "element": "contributor", "qualifier": "department", "schema": "dc"}, {"key": "dc.contributor.department", "value": "Department of Computer Science and Information Systems", "language": "en", "element": "contributor", "qualifier": "department", "schema": "dc"}, {"key": "dc.contributor.organization", "value": "University of Jyv\u00e4skyl\u00e4", "language": "en", "element": "contributor", "qualifier": "organization", "schema": "dc"}, {"key": "dc.contributor.organization", "value": "Jyv\u00e4skyl\u00e4n yliopisto", "language": "fi", "element": "contributor", "qualifier": "organization", "schema": "dc"}, {"key": "dc.subject.discipline", "value": "Information Systems Science", "language": "en", "element": "subject", "qualifier": "discipline", "schema": "dc"}, {"key": "dc.subject.discipline", "value": "Tietoj\u00e4rjestelm\u00e4tiede", "language": "fi", "element": "subject", "qualifier": "discipline", "schema": "dc"}, {"key": "dc.date.updated", "value": "2016-12-13T20:29:38Z", "language": null, "element": "date", "qualifier": "updated", "schema": "dc"}, {"key": "yvv.contractresearch.funding", "value": "0", "language": null, "element": "contractresearch", "qualifier": "funding", "schema": "yvv"}, {"key": "dc.type.coar", "value": "http://purl.org/coar/resource_type/c_bdcc", "language": null, "element": "type", "qualifier": "coar", "schema": "dc"}, {"key": "dc.rights.accesslevel", "value": "openAccess", "language": "fi", "element": "rights", "qualifier": "accesslevel", "schema": "dc"}, {"key": "dc.type.publication", "value": "masterThesis", "language": null, "element": "type", "qualifier": "publication", "schema": "dc"}, 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