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[{"key": "dc.contributor.advisor", "value": "Sajasalo, Pasi", "language": "", "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "Varakas, Saara", "language": "", "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2021-11-17T06:22:12Z", "language": null, "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2021-11-17T06:22:12Z", "language": null, "element": "date", "qualifier": "available", "schema": "dc"}, {"key": "dc.date.issued", "value": "2021", "language": "", "element": "date", "qualifier": "issued", "schema": "dc"}, {"key": "dc.identifier.uri", "value": "https://jyx.jyu.fi/handle/123456789/78678", "language": null, "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Rahan ja laadun suhde on jatkuvasti keskustelussa ja usein v\u00e4itell\u00e4\u00e4n siit\u00e4, voiko laatua tarjota pienell\u00e4 budjetilla. T\u00e4m\u00e4 sama l\u00e4ht\u00f6kohta on sosiaalipoliittisessa keskustelussa: voidaanko tarjota laadukkaita julkisia palveluita samalla, kun taloudellinen ajattelu on supistunut yh\u00e4 lyhytn\u00e4k\u00f6isemm\u00e4ksi ja vaatii leikkauksia resursseihin. Ajankohtaista onkin mietti\u00e4, miten tuottaa uudelleenjaettavaa hyv\u00e4\u00e4 yhteiskunnassa pienemmill\u00e4 resursseilla. \nT\u00e4ll\u00e4 tutkimuksella on haluttu tuoda t\u00e4m\u00e4 keskustelu osaksi liiketalouden ja johtamisen tutkimusta. Tutkimusteht\u00e4v\u00e4n\u00e4 on ensisijaisesti lis\u00e4t\u00e4 ymm\u00e4rryst\u00e4 siit\u00e4, mink\u00e4laisessa asemassa ja mink\u00e4laisin keinoin asiakaspalvelun l\u00e4hiesimiehet julkisella sektorilla toimivat laadun ja budjettiraamien saavuttamiseksi. Paremman ymm\u00e4rryksen saamiseksi on lis\u00e4ksi haluttu selvitt\u00e4\u00e4 miten he kokevat rahan ja laadun suhteen julkisten palveluiden tuotannossa.\nKoska tutkimuksessa on haluttu tuoda esille uusia n\u00e4k\u00f6kulmia ja se koskee kokemuksia, on se toteutettu laadullisin menetelmin. Tutkimuksessa on haastateltu 12 Kansanel\u00e4kelaitoksen asiakaspalvelun l\u00e4hiesimiest\u00e4 teemahaastattelun keinoin ja aineisto on analysoitu sis\u00e4ll\u00f6nanalyysi\u00e4 k\u00e4ytt\u00e4en.\nAineiston perusteella l\u00e4hiesimiehet kokivat asemansa ja mahdollisuutensa vaikuttaa yleisesti hyv\u00e4n\u00e4. Tosin he kokivat my\u00f6s, ett\u00e4 l\u00e4hiesimiehell\u00e4 on julkisessa organisaatiossa enemm\u00e4n mahdollisuuksia vaikuttaa laadun toteutumiseen, kuin budjettiin. Laadukkaan asiakaspalvelun, eli ammattitaitoisen, asiakaspalveluhenkisen, saavutettavan ja luotettavan palvelun koettiin kuitenkin edesauttavan my\u00f6s budjetinmukaisen toiminnan toteutumista. Viestint\u00e4 ja resurssien kohdistaminen n\u00e4htiin t\u00e4rkeiksi keinoiksi vaikuttaa, mutta hyvin vahvasti nousi esille valmentava johtaminen ja sen hy\u00f6dyt erityisesti laadun varmistamisessa. Aineiston ja teorian vuoropuhelun avulla voitiinkin p\u00e4\u00e4tell\u00e4, ett\u00e4 valmentava kulttuuri julkisissa organisaatioissa hy\u00f6dytt\u00e4isi koko yhteiskuntaa mahdollistaen laadukkaan palvelun ja sit\u00e4 kautta budjetinmukaisen toiminnan.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.abstract", "value": "The relationship between money and quality is under constant discourse, and it is often debated if quality can be offered with a low budget. The same premise applies to discourse on social policy; is it possible to offer high quality public services when, at the same time, economic thinking has become more short-sighted, demanding more cutbacks on resources. Therefore, a topical problem is to figure out how to produce redistributable benefits in society with smaller resources.\nThe aim of this study is to link this discourse to management and leadership research. The research task of the study is to offer a better understanding of what kind of positions and means of influence public service front-line managers have when aiming to meet quality expectation and budgetary frameworks. To further deepen this understanding, it was also important to find out also how they experience the relationship between quality and budget.\nSince the study focuses on bringing forth new viewpoints and charting experiences, qualitative research methods were used. The data was collected by interviewing 12 front-line managers of The Social Insurance Institution of Finland via themed interviews and the collected data was analysed using content analysis.\nBased on the data, the front-line managers experienced their position and means of influence to generally be quite good. However, they felt that they mostly had power to influence to the quality of service rather than the budget. Nonetheless, the managers felt that high quality customer service, which was described as professional, customer orientated, reachable and reliable, also helps meet budgetary requirements. Good communication and correct allocation of resources were seen as important means of influence, but coaching leadership and its\u2019 benefits stood out even stronger. Based on the intercourse between theory and the data, it was determined that a coaching culture in public organisations could yield society-wide benefits by improving the quality of customer service and with it, assuring actions that are in concordance with the budgetary framework.", "language": "en", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted by Paivi Vuorio (paelvuor@jyu.fi) on 2021-11-17T06:22:12Z\nNo. of bitstreams: 0", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2021-11-17T06:22:12Z (GMT). No. of bitstreams: 0\n Previous issue date: 2021", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "83", "language": "", "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.title", "value": "L\u00e4hijohtamisella laadukasta asiakaspalvelua budjettiraamien sis\u00e4ll\u00e4 : Kelan l\u00e4hiesimiesten kokemuksia", "language": "", "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-202111175689", "language": "", "element": "identifier", "qualifier": "urn", "schema": "dc"}, {"key": "dc.type.ontasot", "value": "Pro gradu -tutkielma", "language": "fi", "element": "type", "qualifier": "ontasot", "schema": "dc"}, {"key": "dc.type.ontasot", "value": "Master\u2019s thesis", "language": "en", "element": "type", "qualifier": "ontasot", "schema": "dc"}, {"key": "dc.contributor.faculty", "value": "Jyv\u00e4skyl\u00e4 University School of Business and Economics", "language": "en", "element": "contributor", "qualifier": "faculty", "schema": "dc"}, {"key": "dc.contributor.faculty", "value": "Jyv\u00e4skyl\u00e4n yliopiston kauppakorkeakoulu", "language": "fi", "element": "contributor", "qualifier": "faculty", "schema": "dc"}, {"key": "dc.contributor.department", "value": "Taloustieteet", "language": "fi", "element": "contributor", "qualifier": "department", "schema": "dc"}, {"key": "dc.contributor.department", "value": "Business and Economics", "language": "en", "element": "contributor", "qualifier": "department", "schema": "dc"}, {"key": "dc.contributor.organization", "value": "Jyv\u00e4skyl\u00e4n yliopisto", "language": "fi", "element": "contributor", "qualifier": "organization", "schema": "dc"}, {"key": "dc.contributor.organization", "value": "University of Jyv\u00e4skyl\u00e4", "language": "en", "element": "contributor", "qualifier": "organization", "schema": "dc"}, {"key": "dc.subject.discipline", "value": "Johtaminen", "language": "fi", "element": "subject", "qualifier": "discipline", "schema": "dc"}, {"key": "dc.subject.discipline", "value": "Management and Leadership", "language": "en", "element": "subject", "qualifier": "discipline", "schema": "dc"}, {"key": "yvv.contractresearch.collaborator", "value": "public", "language": "", "element": "contractresearch", "qualifier": "collaborator", "schema": "yvv"}, {"key": "yvv.contractresearch.funding", "value": "0", "language": "", "element": 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