The commissioner of this thesis was educational organization AEL. The main task of this thesis was to improve and to model customer service process for reporting and documentation of operating in collaboration with external apprentices agencies. The aim was also to create a schedule for reporting and documentation. The improved process is intended to unify the AEL’s customer service process and to create the regularity of marketing. The subject is in AEL topical, as an organization, reporting and documentation process had not been described with sufficient accuracy.

The theoretical backround of this thesis is based on the processes and the quality of services and quality of service problems and has been applied in the literature. Information on apprenticeship training has been applied in various publications of the Finnish National Board of Education.

This study is a qualitative case study. The research method was a qualitative survey research, which surveyd the opinions of apprenticeship agencies importance and timing of reporting and documentation. The questinnaire was also sought new opportunies for co-operation.

The result of this thesis is an improved process and schedule for reporting and documentation. Marketing actions allocated to apprenticeship agencies is also defined. As a result of this thesis problems in the area of quality services was found, but on the other hand, new opprotunities for co-operation was found also. An improved process and the schedules can be taken into use. Work with customer service quality issues begins when thesis is completed. Opportunities for deeper co-operation with apprenticeship will be also evaluated when thesis is completed.