Improving the Help-desk Service of the Facility Superintendents at Laurea Leppävaara
Thieu, Nguyen (2014)
Thieu, Nguyen
Laurea-ammattikorkeakoulu
2014
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2014060311536
https://urn.fi/URN:NBN:fi:amk-2014060311536
Tiivistelmä
The subject of the thesis project is the facility management help-desk service of the Facility Superintendents at Laurea University of Applied Sciences, Leppävaara campus. The main purpose of the thesis is to develop the help-desk service by examining the experiences of customers. The strategy of the research included three stages. Initially, information about the current situation of the service was investigated and then problems were identified. After that, based on literature and the results of research, suggestions for improvements were formulated.
The theoretical background consist of three main sections. Firstly, basic knowledge of facility management, including a definition, description of the functions and models of facility man-agement are provided. Subsequently, the roles and management procedures of the help-desk service are discussed. In additions, consideration is given to theories relating to the customer's perspective, particularly in the field of facility services.
Both quantitative and qualitative research methods were applied in the research process. Analysis of questionnaires and a service record yielded quantitative research data, while observation, interviews and service design tools provided qualitative research data. These research methods took place during a two and a half month period from March 3rd 2014 to May 9th 2014.
The empirical study is constructed as an upside-down pyramid. The initial segments describe the general information of the help-desk service of the Facility Superintendents, such as the main functions, customer groups and their expectations. In deeper segments, two significant requests relating to asking for information and technical support are selected for further researches. Moreover, three problems explored in these researches studies relate to providing information about stydy units and computer rooms, as well as audio-visual technology support in the classroom.
The theoretical background consist of three main sections. Firstly, basic knowledge of facility management, including a definition, description of the functions and models of facility man-agement are provided. Subsequently, the roles and management procedures of the help-desk service are discussed. In additions, consideration is given to theories relating to the customer's perspective, particularly in the field of facility services.
Both quantitative and qualitative research methods were applied in the research process. Analysis of questionnaires and a service record yielded quantitative research data, while observation, interviews and service design tools provided qualitative research data. These research methods took place during a two and a half month period from March 3rd 2014 to May 9th 2014.
The empirical study is constructed as an upside-down pyramid. The initial segments describe the general information of the help-desk service of the Facility Superintendents, such as the main functions, customer groups and their expectations. In deeper segments, two significant requests relating to asking for information and technical support are selected for further researches. Moreover, three problems explored in these researches studies relate to providing information about stydy units and computer rooms, as well as audio-visual technology support in the classroom.