T-shaped model as a tool for personal development – Case software industry company’s Customer Service Function
Ruokonen, Anu (2020)
2020
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2020120927003
https://urn.fi/URN:NBN:fi:amk-2020120927003
Tiivistelmä
The fourth industrial revolution is changing the way’s businesses operate and customer experience is more and more central in the organization’s success. An integral part influencing the experience is the skills and knowhow of the experts. In today’s world reskilling is a must. The aim of this thesis was to create a T-shaped model as a tool for personal development for the customer service function of the case company. The study examined the skills and know-how required in customer service, and literature and theory concerning T-shaped models. The thesis was done for a case company operating in a software industry. The work was done together with a project group consisting of six experts operating with different products within the customer service function.
This study was conducted in two parts, a literature review, and an empirical re-search. Literature and theory were studied about T-shaped models, T-shaped model development, soft- and hard skills and know-how in general and of a T-shaped professional (TSP), and customer experience. The aim was to study theory about T-shaped models in the customer service field, but nothing was found. The empirical research was done in two stages using two methods. The first stage investigated the skills and knowhow possessed now in the case company’s customer service function, and future skills and knowhow. The data was collected with a questionnaire survey. Based on the literature findings and the questionnaire survey findings, the T-shaped model draft was formed. In the second stage, the draft was presented and discussed with the managers of the customer service function via focus group interview. The idea of the interview was to gain new ideas for the model and check the direction before the final version of the T-shaped model was created.
Based on the learnings of theory, literature and the empirical part, a T-shaped model was formed for the case company’s customer service function. Further study is required in the customer service field on T-shaped model development, as there were no previous research concerning this specific field.
This study was conducted in two parts, a literature review, and an empirical re-search. Literature and theory were studied about T-shaped models, T-shaped model development, soft- and hard skills and know-how in general and of a T-shaped professional (TSP), and customer experience. The aim was to study theory about T-shaped models in the customer service field, but nothing was found. The empirical research was done in two stages using two methods. The first stage investigated the skills and knowhow possessed now in the case company’s customer service function, and future skills and knowhow. The data was collected with a questionnaire survey. Based on the literature findings and the questionnaire survey findings, the T-shaped model draft was formed. In the second stage, the draft was presented and discussed with the managers of the customer service function via focus group interview. The idea of the interview was to gain new ideas for the model and check the direction before the final version of the T-shaped model was created.
Based on the learnings of theory, literature and the empirical part, a T-shaped model was formed for the case company’s customer service function. Further study is required in the customer service field on T-shaped model development, as there were no previous research concerning this specific field.