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[{"key": "dc.contributor.advisor", "value": "Sajasalo, Pasi", "language": null, "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "Rusanen, Anna", "language": null, "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2024-12-19T13:31:24Z", "language": null, "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2024-12-19T13:31:24Z", "language": null, "element": "date", "qualifier": "available", "schema": "dc"}, {"key": "dc.date.issued", "value": "2024", "language": null, "element": "date", "qualifier": "issued", "schema": "dc"}, {"key": "dc.identifier.uri", "value": "https://jyx.jyu.fi/handle/123456789/99116", "language": null, "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Organisaatiot ovat yh\u00e4 eneneviss\u00e4 m\u00e4\u00e4rin kohdanneet paineita muuttaa ja tehostaa prosessejaan. Muutospaineiden taustalla vaikuttavat uudet odotukset ja vaatimukset organisaatioita kohtaan sek\u00e4 toimintaymp\u00e4rist\u00f6ss\u00e4 tapahtuneet muutokset, kuten digitalisaation ja automatiikan lis\u00e4\u00e4ntyminen. N\u00e4m\u00e4 paineet muutokselle ovat vaikuttaneet my\u00f6s julkisen sektorin organisaatioihin. Julkisen sektorin organisaatiot ovatkin pyrkineet tehostamaan prosessejaan muun muassa lis\u00e4\u00e4m\u00e4ll\u00e4 niihin automatiikkaa sek\u00e4 itsepalvelullistamalla niit\u00e4. Prosessien sujuvuus vaatii lis\u00e4ksi organisaatioilta hyv\u00e4\u00e4 sis\u00e4ist\u00e4 asiakaspalvelua. Organisaation sis\u00e4isten prosessien johtamiseen tulisikin kiinnitt\u00e4\u00e4 huomiota, koske ne vaikuttavat olennaisesti organisaation menestykseen. (Ahmad et al., 2024; Braun & Hadwich, 2016; Ehrhart et al., 2011; Jurczuk, 2021.)\n\nT\u00e4ss\u00e4 Pro gradu -tutkielmassa selvitet\u00e4\u00e4n, miten prosessijohtamisen metodit, erityisesti organisaation sis\u00e4inen asiakaspalvelu ja itsepalvelu ilmenev\u00e4t tutkimuksen kohteena olevassa julkisen sektorin organisaatiossa ja sen pitk\u00e4lti automatisoidussa Excel-laskutusprosessissa. Tarkastelun keski\u00f6ss\u00e4 ovat tutkittavien kokemukset. Tutkielma on toteutettu laadullisin menetelmin ja aineistona toimivat teemahaastattelut sek\u00e4 tutkittavan organisaation prosessikuvaus Excel-laskutusprosessista.\n\nTutkielman tulokset ovat yhtenev\u00e4iset aiempien tutkimusten kanssa. Tulosten perusteella sis\u00e4isell\u00e4 asiakaspalvelulla on oma t\u00e4rke\u00e4 paikkansa pitk\u00e4lti automatisoiduissa ja itsepalvelullistetuissa prosesseissa. Sek\u00e4 sis\u00e4inen asiakaspalvelu ett\u00e4 itsepalvelu ovat t\u00e4m\u00e4n tutkielman perusteella osa nykyaikaista ty\u00f6kulttuuria. Tutkielman tulokset my\u00f6s tukevat aiemmissa tutkimuksissa esille tuotua k\u00e4sityst\u00e4 yksityiselle sektorille kehitettyjen k\u00e4sitteiden ja ty\u00f6kalujen soveltumattomuudesta julkisen sektorin organisaatioiden kontekstiin sellaisinaan. Prosessijohtamisen keinojen avulla on puolestaan tulosten perusteella mahdollista pyrki\u00e4 parantamaan organisaation prosesseja kokonaisvaltaisesti.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted by jyx lomake-julkaisija (jyx-julkaisija.group@korppi.jyu.fi) on 2024-12-19T13:31:24Z\nNo. of bitstreams: 0", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2024-12-19T13:31:24Z (GMT). No. of bitstreams: 0", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "65", "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": "CC BY-NC-ND 4.0", "language": "en", "element": "rights", "qualifier": null, "schema": "dc"}, {"key": "dc.title", "value": "Sis\u00e4inen asiakaspalvelu ja itsepalvelu er\u00e4\u00e4ss\u00e4 julkisen sektorin organisaatiossa", "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-202412197926", "language": null, "element": "identifier", "qualifier": "urn", "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.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": "Management and Leadership", "language": "en", "element": "subject", "qualifier": "discipline", "schema": "dc"}, {"key": "dc.subject.discipline", "value": "Johtaminen", "language": "fi", "element": "subject", "qualifier": "discipline", "schema": "dc"}, {"key": "dc.type.coar", "value": "http://purl.org/coar/resource_type/c_bdcc", "language": null, "element": "type", "qualifier": "coar", "schema": "dc"}, {"key": "dc.rights.copyright", "value": "\u00a9 The Author(s)", "language": null, "element": "rights", "qualifier": "copyright", "schema": "dc"}, {"key": "dc.rights.accesslevel", "value": "openAccess", "language": null, "element": "rights", "qualifier": "accesslevel", "schema": "dc"}, {"key": "dc.type.publication", "value": "masterThesis", "language": null, "element": "type", "qualifier": "publication", "schema": "dc"}, {"key": "dc.format.content", "value": "fulltext", "language": null, "element": "format", "qualifier": "content", "schema": "dc"}, {"key": "dc.rights.url", "value": "https://creativecommons.org/licenses/by-nc-nd/4.0/", "language": null, "element": "rights", "qualifier": "url", "schema": "dc"}]
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