Developing an Action Plan to Make Critical Customer Service Information Internally Available
Dunets, Oleksiy (2017)
Dunets, Oleksiy
Metropolia Ammattikorkeakoulu
2017
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201705229429
https://urn.fi/URN:NBN:fi:amk-201705229429
Tiivistelmä
This Thesis builds an Action plan to make critical customer service information internally available within the case organization. The organization is a multi-international company that conducts its operations globally. The company faces strong competition in the market trying to improve its position. However, the company management is seeking resources and business instruments for improvements and, two ways are possible. The first way is engaging the external resources from external sources and, the second way is engaging the internal resources and use own strengths. The Thesis proposes to focus on the second approach and identifies the ways to help in the sales process by making the internal critical information easily available to the staff, when it is most needed, in the sales situations.
Strengths and weaknesses of the current information sharing were identified as findings from the current state analysis. The literature review was performed for revising the existing knowledge / best practice to treat the issues identified in the current state. The conceptual framework is focused on three issues that necessary to be fixed and for constructing the final action plan.
The outcome of the Thesis is the action plan developed for the local branch. The actions plan is developed for (a) making the necessary critical information internally available, and (b) improving the information sharing process within the organization. The action plan is constructed by collecting data from the interviews, internal software and documentation, group discussions with the core stakeholders and also the company internal documents. The final action plan is constructed as the universal instrument that can be copied to other sites. In this way, the company utilizes only available internal resources at the time of implementation the plan. In this way, the Thesis aims to evoke improvements within the company by utilizing own resources and based on what is already available.
Strengths and weaknesses of the current information sharing were identified as findings from the current state analysis. The literature review was performed for revising the existing knowledge / best practice to treat the issues identified in the current state. The conceptual framework is focused on three issues that necessary to be fixed and for constructing the final action plan.
The outcome of the Thesis is the action plan developed for the local branch. The actions plan is developed for (a) making the necessary critical information internally available, and (b) improving the information sharing process within the organization. The action plan is constructed by collecting data from the interviews, internal software and documentation, group discussions with the core stakeholders and also the company internal documents. The final action plan is constructed as the universal instrument that can be copied to other sites. In this way, the company utilizes only available internal resources at the time of implementation the plan. In this way, the Thesis aims to evoke improvements within the company by utilizing own resources and based on what is already available.