Creating Guidelines for Strategic Process for Program Service Provider
Maganova, Anna (2014)
Saimaan ammattikorkeakoulu
2014
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2014052910941
https://urn.fi/URN:NBN:fi:amk-2014052910941
Tiivistelmä
The purpose of the thesis was to design a guideline of creating the strategy for a program service provider operating within natural visitor attraction. Another objective was to explicate strategic process phase by phase and present a possible strategy.
Theoretical part was gathered from literature. Empirical part of the thesis was based on two interviews with a general manager of a case company. The results were used to develop a strategy. Due to the extent of the bachelor’s thesis, the work includes only implementation of one strategic decision focusing on managing customer relationship (CRM).
This study results in the guideline which presents a current strategy. In addition, it provides an outline of strategic process, introduces implementation of CRM decision, and suggests a framework that can be used for future analysis. Strategy was adapted and adopted to meet needs and capabilities of the case company. Balanced Scorecard is also covered in the course of implementation and evaluation stages.
Theoretical part was gathered from literature. Empirical part of the thesis was based on two interviews with a general manager of a case company. The results were used to develop a strategy. Due to the extent of the bachelor’s thesis, the work includes only implementation of one strategic decision focusing on managing customer relationship (CRM).
This study results in the guideline which presents a current strategy. In addition, it provides an outline of strategic process, introduces implementation of CRM decision, and suggests a framework that can be used for future analysis. Strategy was adapted and adopted to meet needs and capabilities of the case company. Balanced Scorecard is also covered in the course of implementation and evaluation stages.