Developing operational support
Törmälä, Sanna (2021)
Törmälä, Sanna
2021
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2021082417110
https://urn.fi/URN:NBN:fi:amk-2021082417110
Tiivistelmä
This thesis idea was to analyze the state of unit managers’ back office support before organization changed in spring 2021 and produce a plan how the new chosen support model can be improved with data-driven management at the thesis employer company. Many organizational changes during the past few years has led to unclear situation with different support channels and support teams. Both unit managers as support seekers and different support teams as support givers are struggling.
By analyzing five different data sources my aim was to indicate what was good and bad with past support model and how could it thus be developed for future purposes.
Analysis was performed with both qualitative and quantitative methods in order to gather and process all the material available and increase the validity and reliability of the research. With service design methods personas, user stories and system maps were produced to demonstrate more clearly the findings of the research.
Main outcomes were the speed of answers, easy electric ways to contact, positive feedback on outsourced support services and clear contact points. Support was needed on monthly basis, generally about five main themes: system usage support, new things/tasks/systems, orientation, HR related issues and marketing related issues. By looking at the service design outcomes, it could be said that the whole organization can be seen as stakeholders to operational support and that there are different types of support seekers that need to be taken into consideration when developing support services. The importance of gathering the data about support tasks can’t be highlighted enough. With the help of real data, the model can developed further to right direction and employees can be highly engaged to it.
By analyzing five different data sources my aim was to indicate what was good and bad with past support model and how could it thus be developed for future purposes.
Analysis was performed with both qualitative and quantitative methods in order to gather and process all the material available and increase the validity and reliability of the research. With service design methods personas, user stories and system maps were produced to demonstrate more clearly the findings of the research.
Main outcomes were the speed of answers, easy electric ways to contact, positive feedback on outsourced support services and clear contact points. Support was needed on monthly basis, generally about five main themes: system usage support, new things/tasks/systems, orientation, HR related issues and marketing related issues. By looking at the service design outcomes, it could be said that the whole organization can be seen as stakeholders to operational support and that there are different types of support seekers that need to be taken into consideration when developing support services. The importance of gathering the data about support tasks can’t be highlighted enough. With the help of real data, the model can developed further to right direction and employees can be highly engaged to it.