1. Museum of Art and design By M98U0102 卓佳怡

2. Museum of Art and Design (1/2) Used to be a school A beautiful three-stroy 19th century A small privately owned museum Last spring, brought the DalaiLama for a Tibet exhibit 20th century Educate the public about design In the 1950s Foused on Finnish design recently International exhibits

4. Museum of Art and Design (2/2) Customers include professional design people as well as lay people 60% from government funding 40% from admission tickets sold, the café, the gift shop and exhibits Major competition form the specialist museums: Design forum, university of design museum, and the Finnish National Museum

6. Walk-through audit Conducted by a team of students from the MBA program A survey questionnaire used to evaluate a service from the perspective of the customer’s experience Used to uncover misconceptions the perceptions of what customers are experiencing during the service delivery process

7. Gap analysis (1/6) Awareness of exhibits Visitors to the museum obtained information Played s smaller role newspapers Accurate about the influence magazines Significantly more important word-of-mouth

8. Gap analysis (2/6) Information First gap: There are a different opinion between management and customers the contact personnel do not perceive that visitors would have any problem Second gap: Management was more critical in its assessment of clarity and adequacy of information and explanations Visitors might have a preference for human contact

9. Gap analysis (3/6) Experience Managers underestimated how much the visitors noticed and appreciated them, such as music The visitors and the museum staff were not sure about experimenting with new experiences This factor is explained by lack of familiarity with these types of interaction

10. Gap analysis (4/6) Visitor habits 38% of the visitors saw all the exhibits, the remaining visitors came for one of the main exhibits The permanent exhibit received the smallest number of visitors Conclude that each exhibit attracts different visitors

12. Gap analysis (5/6) Facilities Visitors rated food value, gift selection, signage, and cleanliness of restrooms favorably Perhaps the expectations of visitors were not as museum management and personnel thought

13. Gap analysis (6/6) Language Primarily in Finnish and Swedish Only three were nonnative speakers and, therefore, the majority did not identify language as a problem area More visitors would probably identify the limitations of information, during the summer tourist season

14. Thanks for listening