Need for support personnel – analysing the need and the economic impact of a service assistant in Company X
Kauppinen, Anna-Maria (2020)
Kauppinen, Anna-Maria
2020
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2020112323830
https://urn.fi/URN:NBN:fi:amk-2020112323830
Tiivistelmä
This thesis studied if there was need for a service assistant in Company X by studying the managers’ tasks, the time the tasks take, and the nature of the tasks. This thesis studied also the possible economic impact a service assistant would have by estimating how much of the managers’ time would be released for the managers’ core competences and e.g. other value-creating tasks. This thesis was conducted as a case study for Company X.
The topic was discussed with the managers prior the start of thesis work, and the need for a service assistant rose to as the management felt there was not enough time but to only complete the most necessary functions, impairing certain tasks that were felt less necessary.
This thesis looked into managers’ and assistants’ general functions, and the possible advantages and disadvantages an assistant can create. The empirical data was gathered though interviews and observations. There were three separate interviews, one for service assistants to gather data about their duties, second for managers who have a service assistant in their unit to gather data on how the need for a service assistant is viewed, and third for the two main units’, Units 1 and 2, managers to list their tasks and the time tasks take to be able to evaluate the possible need for a service assistant and how much time the assistant would release for their core competences, and therefore add value for the units.
The main analysis concentrates on the need and the economic impact a service assistant would have for the Units 1 and 2 in Company X.
The topic was discussed with the managers prior the start of thesis work, and the need for a service assistant rose to as the management felt there was not enough time but to only complete the most necessary functions, impairing certain tasks that were felt less necessary.
This thesis looked into managers’ and assistants’ general functions, and the possible advantages and disadvantages an assistant can create. The empirical data was gathered though interviews and observations. There were three separate interviews, one for service assistants to gather data about their duties, second for managers who have a service assistant in their unit to gather data on how the need for a service assistant is viewed, and third for the two main units’, Units 1 and 2, managers to list their tasks and the time tasks take to be able to evaluate the possible need for a service assistant and how much time the assistant would release for their core competences, and therefore add value for the units.
The main analysis concentrates on the need and the economic impact a service assistant would have for the Units 1 and 2 in Company X.