Aligning Organization Stakeholders : To Operate towards a Common Service Goal
Kamau, Kevin (2017)
Metropolia Ammattikorkeakoulu
2017
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201705249940
https://urn.fi/URN:NBN:fi:amk-201705249940
Tiivistelmä
The objective of this study is to develop an approach for the case company to align its organization’s roles and key performance indicators(KPIs) for a new service. The case company has started a new service which requires three business units to work together to provide the service. Previously, these business units have been operating independently and in silos, and it is therefore crucial to have alignment between them as they work towards a common service goal.
This study uses a qualitative case study approach. The study is done, by conducting qualitative analysis for the pilot customer with an aim of identifying (1) roles and responsibilities of stakeholders in the service and (2) KPIs for the service. The study revealed collaboration challenges within the case company due to ineffective communication and undefined roles that contribute to lack of ownership and accountability for KPIs.
The outcome of this thesis is an approach which the case company can utilize to enhance communication, ensure accountability and build KPIs that intend to serve the purpose of the service. The study on existing literature, synthesized to a conceptual framework, offer the case company concrete steps in implementing the approach proposal. The proposal will in effect ensure the case company crystallizes the service offering internally to ensure the customer promise is met.
This study uses a qualitative case study approach. The study is done, by conducting qualitative analysis for the pilot customer with an aim of identifying (1) roles and responsibilities of stakeholders in the service and (2) KPIs for the service. The study revealed collaboration challenges within the case company due to ineffective communication and undefined roles that contribute to lack of ownership and accountability for KPIs.
The outcome of this thesis is an approach which the case company can utilize to enhance communication, ensure accountability and build KPIs that intend to serve the purpose of the service. The study on existing literature, synthesized to a conceptual framework, offer the case company concrete steps in implementing the approach proposal. The proposal will in effect ensure the case company crystallizes the service offering internally to ensure the customer promise is met.