Developing Team Leadership at OP Claim Services
Saraketo, Maria (2018)
Tampereen ammattikorkeakoulu
2018
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2018120219516
https://urn.fi/URN:NBN:fi:amk-2018120219516
Tiivistelmä
This thesis was commissioned by OP Claim Services. OP Claim Services is a part of the OP Financial Group, working with insurances and claims. Their main function is to handle incoming claims from clients regarding their already existing insurances. The aim was to study the current leadership methods used at Claim Services in three teams in specific and find out the working aspects as well as misfunctioning qualities and then make suggestions about how to develop the leadership and overall working at the teams in question.
The company has been through co-determinations in spring 2018 and has faced them again, still ongoing as this research was conducted. There has been a lot of personnel changes and critical working pressure while overall service level to customers has been critically low. This thesis tried to figure out the reasons behind these problems and took a look at what could be improved from the leadership side.
The topic has been approached with theoretical framework by examining leadership from three different categories; Motivation, LEAN and Teamwork. To analyze the current situation a questionnaire was conducted to the employees of the three teams via Google Survey. The survey was anonymous and open for answers from 17th October to 24th of October 2018. The answers were both qualitative and quantitative. In addition, the three managers of the teams were interviewed with a semi-structured interview. After these interviews there was one discussion with the head of unit at Claim Services, who gave insight about the future plans. The main problematics were chosen based on these three sources.
The analyzed results showed that the biggest problems at the moment are concerning performance tracking, communication and lack of teamwork. In addition, Morningstarts were analyzed and found as a clear subject to develop. These results were handed to the coaches for further analysis and not discussed furthermore in this thesis. The problems were presented to the head of unit, the managers and the coaches.
The thesis will give some new ideas about solving these main problems at Claim Services. In short, the suggestions were a mix of theoretical framework combined with the ideas which came from the employees and the managers themselves. Performance tracking was already under development, according to the head of unit. Other solutions will be together with the managers analyzed and planned on how could they be brought into concrete actions. The recommendations will be implemented later on.
The company has been through co-determinations in spring 2018 and has faced them again, still ongoing as this research was conducted. There has been a lot of personnel changes and critical working pressure while overall service level to customers has been critically low. This thesis tried to figure out the reasons behind these problems and took a look at what could be improved from the leadership side.
The topic has been approached with theoretical framework by examining leadership from three different categories; Motivation, LEAN and Teamwork. To analyze the current situation a questionnaire was conducted to the employees of the three teams via Google Survey. The survey was anonymous and open for answers from 17th October to 24th of October 2018. The answers were both qualitative and quantitative. In addition, the three managers of the teams were interviewed with a semi-structured interview. After these interviews there was one discussion with the head of unit at Claim Services, who gave insight about the future plans. The main problematics were chosen based on these three sources.
The analyzed results showed that the biggest problems at the moment are concerning performance tracking, communication and lack of teamwork. In addition, Morningstarts were analyzed and found as a clear subject to develop. These results were handed to the coaches for further analysis and not discussed furthermore in this thesis. The problems were presented to the head of unit, the managers and the coaches.
The thesis will give some new ideas about solving these main problems at Claim Services. In short, the suggestions were a mix of theoretical framework combined with the ideas which came from the employees and the managers themselves. Performance tracking was already under development, according to the head of unit. Other solutions will be together with the managers analyzed and planned on how could they be brought into concrete actions. The recommendations will be implemented later on.