Improving the long-term decision-making in a customer support centre
Rautiainen, Riikka-Liisa (2021)
Lataukset:
Rautiainen, Riikka-Liisa
2021
All rights reserved. This publication is copyrighted. You may download, display and print it for Your own personal use. Commercial use is prohibited.
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2021052310512
https://urn.fi/URN:NBN:fi:amk-2021052310512
Tiivistelmä
The objective of this thesis was to improve the long-term decision-making in the case organization, a customer support centre in a global retail company in Finland. The target group was the management team of the customer support centre.
The primary expected outcome for this research was to provide development suggestions to improve the decision-making. Other expected outcomes were identifying decision criteria and criteria prioritization, identified obstacles, and proposals to reduce the impact of cognitive biases if identified during the research.
The main part of the theoretical framework of this research focuses on decision-making in organizations, with supporting literature from knowledge management and service management areas.
The research strategy for this research was action research, and the primary data collection methods were semi-structured interviews, with observation and secondary company data as supporting methods. A current state analysis was made based on the collected data. Workshops were the chosen method for the development phase of this research.
This research showed that the case organization's long-term decision-making could be improved by introducing a structured way of working and increasing the awareness of cognitive biases. The results also showed that the case company's values should be embedded in the decision-making. These findings were used in formulating the suggested new way of working with long-term decisions. In addition, the case organization was provided with recommendations for further development.
The primary expected outcome for this research was to provide development suggestions to improve the decision-making. Other expected outcomes were identifying decision criteria and criteria prioritization, identified obstacles, and proposals to reduce the impact of cognitive biases if identified during the research.
The main part of the theoretical framework of this research focuses on decision-making in organizations, with supporting literature from knowledge management and service management areas.
The research strategy for this research was action research, and the primary data collection methods were semi-structured interviews, with observation and secondary company data as supporting methods. A current state analysis was made based on the collected data. Workshops were the chosen method for the development phase of this research.
This research showed that the case organization's long-term decision-making could be improved by introducing a structured way of working and increasing the awareness of cognitive biases. The results also showed that the case company's values should be embedded in the decision-making. These findings were used in formulating the suggested new way of working with long-term decisions. In addition, the case organization was provided with recommendations for further development.