Competence development in customer experience and event management
Puttonen, Anne (2022)
Puttonen, Anne
2022
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2022112925045
https://urn.fi/URN:NBN:fi:amk-2022112925045
Tiivistelmä
This thesis focuses on the author’s job as a customer service coordinator and event manager. The purpose of this thesis is to analyse author’s professional skills, capabilities and professional development over nine weeks between April 11th and June 10th 2022. The thesis is written as a diary-based thesis, where each working day over nine weeks is documented and later analysed in weekly analysis.
The thesis starts by analysing the current situation in the author’s professional environment and progresses to weekly diary entries and analyses. The last chapter of the thesis focuses on professional development and how the authors skills developed during the thesis, as well as future career goals. The main professional development goals discussed in this thesis are the author’s time- and self-management skills, the author’s development as an event manager, and the author’s work in developing customer service function.
Theoretical framework consists of time- and task-management practices and theories, event management best practices, and customer service design and best practices. Theoretical framework has been collected from professional publications and expert blogs.
During this diary thesis the author’s time and task management improved significantly and the weeks became more structured. Finding better ways to manage time and tasks increased author’s productivity and resulted better focus. Researching different event management practices and theories helped to discover new working methods and ideas for event and grew author’s professionalism as an event manager. Working within the phone system update helped the author to think about best practices for customer service and understand the customer journey better. In addition, a job analysis also helped to clarify the author’s role and responsibilities and future career objectives.
The thesis starts by analysing the current situation in the author’s professional environment and progresses to weekly diary entries and analyses. The last chapter of the thesis focuses on professional development and how the authors skills developed during the thesis, as well as future career goals. The main professional development goals discussed in this thesis are the author’s time- and self-management skills, the author’s development as an event manager, and the author’s work in developing customer service function.
Theoretical framework consists of time- and task-management practices and theories, event management best practices, and customer service design and best practices. Theoretical framework has been collected from professional publications and expert blogs.
During this diary thesis the author’s time and task management improved significantly and the weeks became more structured. Finding better ways to manage time and tasks increased author’s productivity and resulted better focus. Researching different event management practices and theories helped to discover new working methods and ideas for event and grew author’s professionalism as an event manager. Working within the phone system update helped the author to think about best practices for customer service and understand the customer journey better. In addition, a job analysis also helped to clarify the author’s role and responsibilities and future career objectives.