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Viitteet 1-5 / 5
Hybridiviestinnän johtamisen kehittäminen tilitoimistossa
(2024)
Opinnäytetyön tavoitteena oli kehittää Tilitoimisto Vahtivuori Oy:lle ja Jotava Oy:lle yhtenäinen toimintamalli hybridiviestinnän johtamiselle eri tilanteita varten. Onnistuneella hybridiviestinnällä ja sen johtamisella on tulevaisuudessa suuri...
The aim of the thesis was to develop a unified operational model for managing hybrid communication for Tilitoimisto Vahtivuori Oy and Jotava Oy. Successful hybrid communication and its management will be of great importance in the future, as the accounting industry increasingly embraces remote work. With such an operational model, the offices could collaborate more efficiently and smoothly regardless of distance, and the management would be more accessible to meet the needs of each employee. One of the leadership challenges was the dispersed work locations due to the changed situation caused by the COVID pandemic. Another challenge was that not all employees wanted to be in close contact with the manager, instead they felt that they could work independently just as well. The thesis was carried out by utilizing personal observations and identified development needs related to both the current and previous work environments. Theoretical information on various forms of leadership and communication was acquired from relevant literature and various research materials. The thesis was conducted as a quantitative research project and the methods of communication and management were analyzed in the operational environments of accounting firms of various sizes. The survey was conducted using a questionnaire that was sent to employees working both remotely and on-site at different accounting firms. Based on the research findings, remote management presents challenges, particularly in terms of interaction and onboarding new employees. The outcome of the development task was guide to support hybrid leadership. This guide helps to regularly assess, for example, the work situation of an accounting firm employee as well as any other development needs and wishes....
The aim of the thesis was to develop a unified operational model for managing hybrid communication for Tilitoimisto Vahtivuori Oy and Jotava Oy. Successful hybrid communication and its management will be of great importance in the future, as the accounting industry increasingly embraces remote work. With such an operational model, the offices could collaborate more efficiently and smoothly regardless of distance, and the management would be more accessible to meet the needs of each employee. One of the leadership challenges was the dispersed work locations due to the changed situation caused by the COVID pandemic. Another challenge was that not all employees wanted to be in close contact with the manager, instead they felt that they could work independently just as well. The thesis was carried out by utilizing personal observations and identified development needs related to both the current and previous work environments. Theoretical information on various forms of leadership and communication was acquired from relevant literature and various research materials. The thesis was conducted as a quantitative research project and the methods of communication and management were analyzed in the operational environments of accounting firms of various sizes. The survey was conducted using a questionnaire that was sent to employees working both remotely and on-site at different accounting firms. Based on the research findings, remote management presents challenges, particularly in terms of interaction and onboarding new employees. The outcome of the development task was guide to support hybrid leadership. This guide helps to regularly assess, for example, the work situation of an accounting firm employee as well as any other development needs and wishes....
Palauteprosessien kehittäminen asiantuntijaorganisaatiossa
(2020)
Opinnäytetyön aihe on sisäisten palauteprosessien kehittäminen asiantuntijaorganisaatiossa ja työ on tehty toimeksiantona OP Ryhmälle, jossa on käynnissä merkittävä työkulttuurin muutos kohti Enterprise Agile -mallin mukaista itseohjautuvaa tapaa...
Kirjallisen asiakaspalvelun kehittäminen – case Kelan yhteyskeskus
(2020)
Organisaatioiden asiakaspalvelussa kirjallinen vuorovaikutus on tulevaisuudessa kasvussa. Kirjallisen neuvonnan hyötyjä ovat muun muassa joustavuus, kustannustehokkuus, saavutettavuus sekä riippumattomuus ajasta ja paikasta. Palvelukanavan pitää...
In the customer service of organizations, interaction in writing will play an increasing role in the future. The benefits of written customer service include flexibility, cost-effectiveness, accessibility, and independence from time and place. The service channel must also be efficient so that the customer gets the answer they need as effortlessly and quickly as possible. The best situation is when the customer service situation is successful in the opinion of both the customer and the customer service representative. This important role of the customer service representative in the research has been studied from the perspective of written customer service. The purpose of this thesis was to develop Kela's customer service by researching the possibilities of written customer service as a service channel and to find development ideas for the organization to develop its operations from this perspective. In my thesis, I investigated the interest and ability of Kela's customer contact centre employees to do more written customer service in a changing work environment. The results achieved from the thesis can also help in future recruitment, as they provide a better picture of whether more attention should be paid to the readiness of jobseekers to produce a written text during the recruitment phase. The information bases examined the characteristics of written customer service and the importance of interaction in customer work. In the research section, written customer service was examined by means of a case study, among other things, from the point of view of competence development. The key finding was that the organization has existing potential for doing written customer service and an interest in adding it to telephone service in the future. Written customer service brought variation to the job description, which was perceived as a factor increasing well-being at work....
In the customer service of organizations, interaction in writing will play an increasing role in the future. The benefits of written customer service include flexibility, cost-effectiveness, accessibility, and independence from time and place. The service channel must also be efficient so that the customer gets the answer they need as effortlessly and quickly as possible. The best situation is when the customer service situation is successful in the opinion of both the customer and the customer service representative. This important role of the customer service representative in the research has been studied from the perspective of written customer service. The purpose of this thesis was to develop Kela's customer service by researching the possibilities of written customer service as a service channel and to find development ideas for the organization to develop its operations from this perspective. In my thesis, I investigated the interest and ability of Kela's customer contact centre employees to do more written customer service in a changing work environment. The results achieved from the thesis can also help in future recruitment, as they provide a better picture of whether more attention should be paid to the readiness of jobseekers to produce a written text during the recruitment phase. The information bases examined the characteristics of written customer service and the importance of interaction in customer work. In the research section, written customer service was examined by means of a case study, among other things, from the point of view of competence development. The key finding was that the organization has existing potential for doing written customer service and an interest in adding it to telephone service in the future. Written customer service brought variation to the job description, which was perceived as a factor increasing well-being at work....
Ostolaskujen käsittelyyn liittyvän viestinnän kehittämisellä tehokkuutta ja laatua menojen käsittelyprosessiin
(2019)
mielivaltaista toimintaa ja siksi toimintoja on kehitettävä yhtenäisemmiksi. Ostolaskujen kiertäminen edestakaisin Palkeiden, Puolustusvoimien palvelukeskuksen ja hallintoyksiköiden välillä epäselvien kommenttien vuoksi voi aiheuttaa taloudellisia menetyksiä...
Henkilöstöviestintä hajautetussa organisaatiossa
(2021)
Opinnäytetyön tavoitteena oli kuvata, miten tärkeää onnistunut henkilöstöviestintä on työn tekemiselle ja organisaation toiminnalle. Henkilöstöviestintä on organisaation johdon viestintää henkilöstölle työhön liittyvistä asioista ja se on kaiken...




