Developing self Managed Teams through Service Design Methods: Intensive Long-term Assisted Living facility Nurses` Experiences of the impact of self managed Teams on Workers`Satisfaction
Awahnde, Magdalene (2021)
Awahnde, Magdalene
2021
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-202104225411
https://urn.fi/URN:NBN:fi:amk-202104225411
Tiivistelmä
Abstract
The thesis focused on evaluating and co-developing the concept of self-management in teams of healthcare professionals and investigating its implications on workers satisfaction. The aim was to gather the employee`s experiences on self-managed teams and then co-create, with the employees and other stakeholders, a working model and service concept for future development. The goal was to use the findings to guide the development of self-managed teams in other sectors. The Commissioner, City of Helsinki, will use the findings to educate other nurse teams and improve their experiences.
Theoretically, the thesis was related to public service design in team settings and improve employee’s experience within self-managed teams. Service design tools and design thinking were centrally used. Service design process chart was used to understand gaps in the organization’s current processes, employee’s challenges and motivations, brainstorm and create a service concept together with stakeholders. Stakeholder map, personas, customer journey map, value proposition canvas, business model canvas were created to visualize aspects of the healthcare professionals needs and ways of improving their experiences and cooperation among the stakeholders.
The results of this research gave insight into the strengths of a self-managed team and the areas of development. Based on these findings, the health care team, together with other stakeholders, will be able to develop their experiences and facilitate operation under this model. Concrete suggestions and a timeline for realistically solving the pain points as a service concept were also made. As a follow up, the researcher recommends a research on the leadership experience on self-managed teams within this organization.
The thesis focused on evaluating and co-developing the concept of self-management in teams of healthcare professionals and investigating its implications on workers satisfaction. The aim was to gather the employee`s experiences on self-managed teams and then co-create, with the employees and other stakeholders, a working model and service concept for future development. The goal was to use the findings to guide the development of self-managed teams in other sectors. The Commissioner, City of Helsinki, will use the findings to educate other nurse teams and improve their experiences.
Theoretically, the thesis was related to public service design in team settings and improve employee’s experience within self-managed teams. Service design tools and design thinking were centrally used. Service design process chart was used to understand gaps in the organization’s current processes, employee’s challenges and motivations, brainstorm and create a service concept together with stakeholders. Stakeholder map, personas, customer journey map, value proposition canvas, business model canvas were created to visualize aspects of the healthcare professionals needs and ways of improving their experiences and cooperation among the stakeholders.
The results of this research gave insight into the strengths of a self-managed team and the areas of development. Based on these findings, the health care team, together with other stakeholders, will be able to develop their experiences and facilitate operation under this model. Concrete suggestions and a timeline for realistically solving the pain points as a service concept were also made. As a follow up, the researcher recommends a research on the leadership experience on self-managed teams within this organization.