Orientation Handbook for a case company

Abstract

This thesis was conducted to create a precise orientation handbook for customer service employees in a case company. The Orientation Handbook was made to help and support employees in getting uniform orientation. The purpose was to make sure that all employees get the same information, and nothing is forgotten from the orientation.

In the theoretical background, key aspects of orientation and customer service were defined together with employment issues. In the topic employment, parts of the Collective Agreement of the Service Union (TES) were handled as it is used in most of Finland’s commercial sector’s service employees’ contracts. The case company also uses the TES in their contracts. The case company’s orientation practices were compared with the found theory. Based on the findings of the theory, the base of the Orientation Handbook was created.

A small questionnaire was sent to the customer service employees of the case company, but the results didn’t bring new information to the creation of the Orientation Handbook. The Orientation Handbook was the compound of theoretical background, employee expertise and guidance of the case company’s supervisor. The thesis produced the Orientation Handbook with the checklist and an external Quick Guide that is meant for the easy usage of the operations at the cash register system. The Orientation Handbook contains thorough job survival guidance and tools for customer service employees of the case company to develop themselves as professionals.

The products will be handed over to the case company for inspection and possible development.