Banking personnel 's experiences on a bank's organizational and operational change: Case company Bank X

Abstract

The thesis was done in cooperation with Bank X. The thesis was implemented to find out how the employees of Bank X experienced the organizational and operational changes done at Bank X’s five banking offices in a specific area. The purpose of the study was to find challenges which came with the change and how the change affected working motivation of the employees and how they could be improved.

The thesis theory was limited to familiarize the reader to banking operations, organizational and operational change and to working motivations, all these to support the empirical study. The research method of the study was qualitative. The study was conducted by an employee survey and an interview with a customer relationship manager of Bank X.

The results of the thesis indicate that the organizational and operational change went well and into a right direction from the employees’ point of view. The change was experienced as a motivating factor. The team spirit, management work and working motivation were the three biggest positive factors to come from the change. The conclusions made regarding the study were that all in all the organizational and operational change went well. No major challenges have appeared, and the working motivation can be improved by making some changes to the mode of operations within Bank X’s offices.