Creating and implementing an orientation plan for Helpdesk employees at company X
Tikka, Tiia (2022)
2022
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2022120927564
https://urn.fi/URN:NBN:fi:amk-2022120927564
Tiivistelmä
The goal of this study is to develop an orientation plan for customer service department, Helpdesk, for a case company. The thesis focuses on how to develop an orientation plan that will ensure a sufficient level of customer service for the future of the company.
In this thesis theoretical frameworks of orientation are studied to gain understanding of the importance of a good orientation plan. The need for orientation is established through surveying employees. As there is not an orientation plan in place for Helpdesk employees, one is created. It is designed to give future employees the tools they need to succeed at Helpdesk and thus maintain the high level of customer service. The orientation plan is implemented, and the first orientation program for ten new summer employees is held during the summer 2022.
The research findings are shared with the case company. The orientation plan is found to be approved by employees, but further improvements are necessary.
In this thesis theoretical frameworks of orientation are studied to gain understanding of the importance of a good orientation plan. The need for orientation is established through surveying employees. As there is not an orientation plan in place for Helpdesk employees, one is created. It is designed to give future employees the tools they need to succeed at Helpdesk and thus maintain the high level of customer service. The orientation plan is implemented, and the first orientation program for ten new summer employees is held during the summer 2022.
The research findings are shared with the case company. The orientation plan is found to be approved by employees, but further improvements are necessary.