Improving household cleaning service for РRN-Kiintеistösiivоus
Kеrоnеn, Erikа (2016)
Laurea-ammattikorkeakoulu
2016
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201604043825
https://urn.fi/URN:NBN:fi:amk-201604043825
Tiivistelmä
The topic for this thesis has been provided by a small cleaning enterprise, РRN-Kiintеistösiivоus Ky. The company has acknowledged having difficulties within their household cleaning sector, which they wanted to improve. The aim of this thesis to identify, what problems are there exactly on the household cleaning sector, and how could they be corrected. The household cleaning service production will be evaluated by investigating both operational and managemental levels to identify the actual problems and suggest potential corrections for them. The goal is to seek a reachable compromise between the company’s ability to provide desirable service to its customer and the fulfillment of actual customer expectations.
The data-gathering is conducted using three different qualitative research methods. First, people’s writings on the ideal household cleaning service on the Internet forums will be analyzed to find out their general opinions and expectations of good service. Following this, there will be conducted an overt observation on case company’s workers when they implement the cleaning to determine the actual quality of service. Finally, case company’s received reclamations will be analyzed, cross-checked with the aforementioned researches and based on that it will be determined; what is the most efficient way to improve case company’s service.
It was found out that most commonly, people expect a good quality service and adequate cleaner to be the key of ideal household cleaning service. The observation found out, that the quality issues are met at the case company, so there were no particular problems on the operation level. Finally, the findings on reclamation analysis showed that the company’s problems lay in the following issues: customer not permitting the substitute cleaner; management being unaware of customer’s and cleaner’s agreements; not having the keys to the customer’s premises, which is why some customers demand exact arrival times for the cleaners. These problems were solved by renewing the household cleaning service contract.
The data-gathering is conducted using three different qualitative research methods. First, people’s writings on the ideal household cleaning service on the Internet forums will be analyzed to find out their general opinions and expectations of good service. Following this, there will be conducted an overt observation on case company’s workers when they implement the cleaning to determine the actual quality of service. Finally, case company’s received reclamations will be analyzed, cross-checked with the aforementioned researches and based on that it will be determined; what is the most efficient way to improve case company’s service.
It was found out that most commonly, people expect a good quality service and adequate cleaner to be the key of ideal household cleaning service. The observation found out, that the quality issues are met at the case company, so there were no particular problems on the operation level. Finally, the findings on reclamation analysis showed that the company’s problems lay in the following issues: customer not permitting the substitute cleaner; management being unaware of customer’s and cleaner’s agreements; not having the keys to the customer’s premises, which is why some customers demand exact arrival times for the cleaners. These problems were solved by renewing the household cleaning service contract.