Developing Feedback Culture as Part of Client Work: Case Creative Agency X
Kuisma, Kati (2020)
2020
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2020121027407
https://urn.fi/URN:NBN:fi:amk-2020121027407
Tiivistelmä
The purpose of feedback is development and learning - at every level; organizational, team or individual. Feedback impacts also motivation, creativity and engagement. Feedback culture is related to organizational culture and includes how feedback is given, received, and sought every day, as well as a shared vision of the ideal feedback. Feedback practices build the feedback culture every day.
This thesis consists of work-oriented development research, where the target is to drive change for better feedback culture and practices in a creative agency. The aim was to find solutions for developing feedback culture and practices as part of client work.
This thesis consists of two parts: research and development. First, the research part studied employees’ experiences about feedback culture. This was conducted with semi-structured focus interviews, which were clustered with content analysis and visualized as a feedback journey with a mapping tool. The second, development work part included an online questionnaire and co-creation workshop. The online survey was designed to validate interview results and collect new information and experiences about remote work. The co-creation workshop facilitated ideas about chosen focus points. Employees exchanged ideas and developed them further as well as voted for the best ones for future implementation.
The results were ideas for more regular feedback practices, on how to involve more client feedback, on how to develop retrospective meetings and how to increase the amount of positive feedback. All the ideas were good suggestions for developing feedback culture as part of client work. Suggestions were created to work in a hybrid working model with an increased amount of remote work.
This thesis consists of work-oriented development research, where the target is to drive change for better feedback culture and practices in a creative agency. The aim was to find solutions for developing feedback culture and practices as part of client work.
This thesis consists of two parts: research and development. First, the research part studied employees’ experiences about feedback culture. This was conducted with semi-structured focus interviews, which were clustered with content analysis and visualized as a feedback journey with a mapping tool. The second, development work part included an online questionnaire and co-creation workshop. The online survey was designed to validate interview results and collect new information and experiences about remote work. The co-creation workshop facilitated ideas about chosen focus points. Employees exchanged ideas and developed them further as well as voted for the best ones for future implementation.
The results were ideas for more regular feedback practices, on how to involve more client feedback, on how to develop retrospective meetings and how to increase the amount of positive feedback. All the ideas were good suggestions for developing feedback culture as part of client work. Suggestions were created to work in a hybrid working model with an increased amount of remote work.