Developing the Member Application Process
Haapanen, Henriikka (2021)
Haapanen, Henriikka
2021
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-202105179037
https://urn.fi/URN:NBN:fi:amk-202105179037
Tiivistelmä
This master’s thesis development project focuses on developing the application process of the new members of the Trade Union Jyty. The current member application process needs improving because it is complicated and time consuming for the applicant and for the member registry team. The organization would benefit from more productive and more efficient process.
The organization introduced a new Enterprise Resource Planning System (ERP) a few years ago. Members of the Trade Union Jyty have contacted the Jyty’s member registry team with problems concerning logging in the application and the e-services. Also, the member registry team have noticed issues with reliability and user-friendliness. This is a good time to review the process from the perspective of service design and identify points of improvement and development.
Data for this qualitative study was collected by observing and in a workshop that was held for the member registry team. The theoretical framework consists of service design, customer journey, and process development. First the process description of the current member application process was visualized in a swim lane diagram. It was used as a base for the workshop.
Several small but meaningful areas of improvement were identified, which would make a significant difference for the customer, for the member registry team, and benefit the organisation.
Concerning the ERP, the service provider needs to address the reliability issues and fix the faults in the system much faster than they do now. The login to the application and the e-services Jässäri and Operetti creates a bottleneck that causes most inconvenience for the members and for the member registry team. Electronic trust service identification would fix the issues. Member registry team wishes for more automation and suggests some clarifications for making the filling in the application easier for the new members.
The member registry team could increase phone customer service hours to better meet the needs of the members.
The organization introduced a new Enterprise Resource Planning System (ERP) a few years ago. Members of the Trade Union Jyty have contacted the Jyty’s member registry team with problems concerning logging in the application and the e-services. Also, the member registry team have noticed issues with reliability and user-friendliness. This is a good time to review the process from the perspective of service design and identify points of improvement and development.
Data for this qualitative study was collected by observing and in a workshop that was held for the member registry team. The theoretical framework consists of service design, customer journey, and process development. First the process description of the current member application process was visualized in a swim lane diagram. It was used as a base for the workshop.
Several small but meaningful areas of improvement were identified, which would make a significant difference for the customer, for the member registry team, and benefit the organisation.
Concerning the ERP, the service provider needs to address the reliability issues and fix the faults in the system much faster than they do now. The login to the application and the e-services Jässäri and Operetti creates a bottleneck that causes most inconvenience for the members and for the member registry team. Electronic trust service identification would fix the issues. Member registry team wishes for more automation and suggests some clarifications for making the filling in the application easier for the new members.
The member registry team could increase phone customer service hours to better meet the needs of the members.