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[{"key": "dc.contributor.advisor", "value": "Sepp\u00e4nen, Ville", "language": "", "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "M\u00e5rd, Pinja", "language": null, "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2017-05-16T10:11:13Z", "language": "", "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2017-05-16T10:11:13Z", "language": "", "element": "date", "qualifier": "available", "schema": "dc"}, {"key": "dc.date.issued", "value": "2017", "language": null, "element": "date", "qualifier": "issued", "schema": "dc"}, {"key": "dc.identifier.other", "value": "oai:jykdok.linneanet.fi:1701854", "language": null, "element": "identifier", "qualifier": "other", "schema": "dc"}, {"key": "dc.identifier.uri", "value": "https://jyx.jyu.fi/handle/123456789/53962", "language": "", "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "T\u00e4m\u00e4n tutkimuksen tavoitteena oli selvitt\u00e4\u00e4, miten asiakaspalvelun raportoinnin avulla voidaan kehitt\u00e4\u00e4 asiakkaan saaman palvelun laatua. Tutkimus toteutettiin toimeksiantona kommunikaatioratkaisuja tarjoavalle Line Carrier Oy:lle. Tutkimuksessa tarkastellaan asiakaspalvelun raportointia osana yrityksen liiketoimintatiedon hallintaa. T\u00e4m\u00e4n lis\u00e4ksi tutkimuksessa analysoidaan liiketoimintatiedon hallintaan sek\u00e4 asiakaspalvelun raportointiin liittyvi\u00e4 k\u00e4sitteit\u00e4 sek\u00e4 arvioidaan niiden vaikutusta palvelun laatuun. Tutkimus toteutettiin kirjallisuuskatsauksena sek\u00e4 empiirinen osuus tapaustutkimuksena, jossa tiedonkeruumenetelm\u00e4n\u00e4 k\u00e4ytettiin kumulatiivisia ryhm\u00e4haastatteluita. Ryhm\u00e4haastattelut toteutettiin tutkimuksen kohdeyrityksess\u00e4 Line Carrierilla.\r\nKirjallisuuskatsauksen perusteella empiirisen tutkimuksen perustaksi luotiin viitekehys, jonka perusteella haastattelurunko rakentui ja tutkimuksen tuloksia analysoitiin. Viitekehys sis\u00e4lt\u00e4\u00e4 nelj\u00e4 teemaa: tiedonkeruun, tiedonhallinnan, asiakkuudenhallinnan sek\u00e4 asiakaspalvelun raportoinnin. N\u00e4ihin teemoihin liittyen tutkimuksessa ker\u00e4ttiin er\u00e4\u00e4nlaisia tilannekuvauksia, jotka eiv\u00e4t jostain syyst\u00e4 tutkielman kohdeyrityksess\u00e4 onnistu. Kullekin tilannekuvaukselle tehtiin arvio, ett\u00e4 johtuuko tilanteiden haasteellisuus hallinnosta, organisaatiorakenteista, prosesseista, j\u00e4rjestelmist\u00e4 vai organisaation ihmisist\u00e4. T\u00e4m\u00e4n j\u00e4lkeen arvioitiin my\u00f6s jokaisen tilanteen kriittisyys kohdeorganisaation toiminnalle. Tutkimuksessa havaittiin, ett\u00e4 raportoinnilla ja tiedonhallinnalla voidaan vaikuttaa merkitt\u00e4v\u00e4sti asiakkaan kokemaan palvelun laatuun, kun asiakaspalvelijalla on oikeanlaista tietoa asiakkaasta ja asiakkaan ongelman ratkaisusta saatavillaan. Asiakaspalvelun raportoinnissa haasteeksi nousevat tyypillisesti monikanavaisen tiedon yhdist\u00e4minen yhteen tietokantaan, asiakkaan aiempien kontaktien sujuva l\u00f6yt\u00e4minen sek\u00e4 tietokannan puuttuminen, mist\u00e4 voisi etsi\u00e4 ratkaisua asiakkaan ongelmaan. Kohdeorganisaatiossa havaittiin, ett\u00e4 suurimmat haasteet asiakaspalvelun raportoinnissa johtuvat organisaatiossa k\u00e4ytett\u00e4vist\u00e4 j\u00e4rjestelmist\u00e4.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.abstract", "value": "The purpose of this paper was to investigate how customer service reporting may influence the quality of the service. The research was commissioned by Line Carrier Oy that operates in the field of telecommunications. Customer service reporting was handled as a part of business intelligence. The paper discusses concepts regarding business intelligence and customer service reporting and evaluates their impact on service quality. The study was conducted as a literary review and the empirical part as a case study, where cumulative group interviews were used as a method of data collection. Group interviews were carried out in the target company Line Carrier. \r\nBased on the literature review we established a framework under which the interview was based on and the results of the study were analysed. The framework includes four themes: data collection, data-management, customer relationship management and customer service reporting. We collected situation descriptions concerning each theme, which do not succeed in the target company for some reason. After that we estimated if the challenges in situations stem from management, organizational structures, processes, systems or people in an organization. After that was evaluated in the criticality of the situation in each of the target organization's activities. In this study found that the reporting and data management can be influenced considerably more customer-service quality. Customer service agents must have the right kind of information about the customer and about the solutions of different problems. The challenge of the customer service reporting typically rises in multichannel-combining the data into one database, finding smoothly customer's previous contacts, as well as the lack of a database, where one could find a solution to a customer problem. In the target organization, it was found that the greatest challenges stem from used information systems.", "language": "en", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted using Plone Publishing form by Pinja M\u00e5rd (piemmard) on 2017-05-16 10:11:12.667075. 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 2017-05-16T10:11:13Z\r\nNo. of bitstreams: 2\r\nURN:NBN:fi:jyu-201705162362.pdf: 965965 bytes, checksum: 33ba114b9748c6e167a3c874acabaa9f (MD5)\r\nlicense.html: 4813 bytes, checksum: 948e3d640de805dff9f611e8329e2729 (MD5)", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2017-05-16T10:11:13Z (GMT). No. of bitstreams: 2\r\nURN:NBN:fi:jyu-201705162362.pdf: 965965 bytes, checksum: 33ba114b9748c6e167a3c874acabaa9f (MD5)\r\nlicense.html: 4813 bytes, checksum: 948e3d640de805dff9f611e8329e2729 (MD5)\r\n Previous issue date: 2017", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "1 verkkoaineisto (60 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": "Raportointi", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "asiakaspalvelu", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "tiedonhallinta", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "asiakkuudenhallinta", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "tiedonkeruu", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.title", "value": "Asiakaspalvelun raportoinnin kehitt\u00e4minen : case: Line Carrier", "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-201705162362", "language": null, "element": "identifier", "qualifier": "urn", "schema": "dc"}, {"key": "dc.type.ontasot", "value": 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