Streamlining the customer service process
Korpela, Alisa (2018)
Korpela, Alisa
Tampereen ammattikorkeakoulu
2018
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201803293968
https://urn.fi/URN:NBN:fi:amk-201803293968
Tiivistelmä
Kemira, a Finnish company has its domestic customer service based in Gdansk, Poland. The customer service is divided into front- and back offices. The aim of this thesis was to conduct a research on customer service streamlining based on consolidating the Finnish customer service’s front- and back offices into one unit at Kemira Gdansk. The research hypothesized that the efficiency and speed of customer service will be improved with this consolidation, and this hypothesis is based on the theory of lean thinking.
The research used quantitative and qualitative data gathered on-site by the front- and back office employees, both before and after the consolidation. This data was then analysed, and the average times of order completion were calculated and measured to compare the order-to-delivery process speed before and after the consolidation.
It was found that the streamlined, consolidated form of combined front- and back office has been a success, and lead to savings in time and man-hours. The results of this thesis could be used by companies looking to streamline their customer service or order-to-delivery process.
The research used quantitative and qualitative data gathered on-site by the front- and back office employees, both before and after the consolidation. This data was then analysed, and the average times of order completion were calculated and measured to compare the order-to-delivery process speed before and after the consolidation.
It was found that the streamlined, consolidated form of combined front- and back office has been a success, and lead to savings in time and man-hours. The results of this thesis could be used by companies looking to streamline their customer service or order-to-delivery process.