Harnessing Human Capital : Improving business value and promoting innovation through motivational management in Ovenia Reception & Business Services
Riihiaho, Matias (2016)
Riihiaho, Matias
Laurea-ammattikorkeakoulu
2016
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201601141335
https://urn.fi/URN:NBN:fi:amk-201601141335
Tiivistelmä
A problem the case company Ovenia has identified is the lack of satisfaction in receptionists’ work. Receptionists often felt dissatisfied, due to the lack of working tasks, personal challenge and development. In addition, it was unclear how knowledge among staff in this unit is shared, since most of the staff work in isolation from other staff and from their managers. This research project plans to show that improving staff motivation would result not only in improved performance in this group, but would also lead to opportunities to innovate, and thus improve the business value for Ovenia from this business unit.
This thesis purpose is to identify the key factors affecting motivation and innovation management in the case company and to analyze these factors utilizing current research and theoretical frameworks, and to identify opportunities and possible actions for short- and long-term development.
The case study approach was selected for this research, as this method best fits the execution of the research, since motivation and innovation are best understood by examination of the subjects in their normal environment. Research methods include both quantitative and qualitative methods, such as surveys, contextual interviews and service design tools. Conclusions are supported by theory, which includes research and insights collected from peer-reviewed journals, consultancy publications, academic and business school publications and as well of empirical data gathered from field research.
When more than 45% of the reception team report that they are unlikely to be in the company one year from now, it is clear that something should be done. The results suggest that actions should be taken to increase motivation and thus retain the value that Ovenia has invested in its human capital.
Based on the analysis of the results, a data-driven development proposal was created. The proposal includes practical solutions for managers embodied in an action plan and supported by a gearbox for assisting management in follow-up.
The recommendations of this thesis project has only scratched the surface of this topic, and its recommendations are based on identifying the biggest gaps between management and employees contributing to motivation and demotivation as well as areas in which there is consensus on the need for improvement.
Findings focused on actions that should be taken in the areas of reward and recognition, development, collaboration and innovation. The findings have significance for the company’s financial position, as addressing employee retention will decrease costs. Indirect benefits include limiting the loss of innovation and value related to employee experience, and retaining a high level of employee performance in the customer interface which translates into improved value for the customer.
This thesis purpose is to identify the key factors affecting motivation and innovation management in the case company and to analyze these factors utilizing current research and theoretical frameworks, and to identify opportunities and possible actions for short- and long-term development.
The case study approach was selected for this research, as this method best fits the execution of the research, since motivation and innovation are best understood by examination of the subjects in their normal environment. Research methods include both quantitative and qualitative methods, such as surveys, contextual interviews and service design tools. Conclusions are supported by theory, which includes research and insights collected from peer-reviewed journals, consultancy publications, academic and business school publications and as well of empirical data gathered from field research.
When more than 45% of the reception team report that they are unlikely to be in the company one year from now, it is clear that something should be done. The results suggest that actions should be taken to increase motivation and thus retain the value that Ovenia has invested in its human capital.
Based on the analysis of the results, a data-driven development proposal was created. The proposal includes practical solutions for managers embodied in an action plan and supported by a gearbox for assisting management in follow-up.
The recommendations of this thesis project has only scratched the surface of this topic, and its recommendations are based on identifying the biggest gaps between management and employees contributing to motivation and demotivation as well as areas in which there is consensus on the need for improvement.
Findings focused on actions that should be taken in the areas of reward and recognition, development, collaboration and innovation. The findings have significance for the company’s financial position, as addressing employee retention will decrease costs. Indirect benefits include limiting the loss of innovation and value related to employee experience, and retaining a high level of employee performance in the customer interface which translates into improved value for the customer.