Measuring Agility of Teams in a Contact Center Environment
Pietikäinen, Aleksi (2021)
Pietikäinen, Aleksi
2021
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2021112421445
https://urn.fi/URN:NBN:fi:amk-2021112421445
Tiivistelmä
The objective of this thesis was to produce a measuring tool that can be used for measuring the level of agility in teams in a contact center environment within the Pohjola insurances´ Customer services business unit. At the time of writing this thesis, the number of publicly available tools for measuring agile was low, and the tools available were aimed towards software development organizations. This makes the novelty of the topic of the thesis.
This thesis includes both qualitative and quantitative research methods to collect all necessary data. This thesis is conducted as an evaluation research. The theoretical framework focuses on the topics of agile working methods, measuring of agile, key areas to measure, and existing measuring tools. Together with the results from the current state analysis, it serves as the basis for the proposal building.
The outcome of this thesis is a measuring tool that improves the understanding on the level of agility of teams on a sprint iteration basis. In addition to the tool produced, the results of this thesis indicate that short-term monitoring of team’s agility improves leadership roles´ understanding on the level of agility of teams, monitoring the efficiency of teams, and provides teams with more data to analyse and adjust their actions accordingly. The results of this thesis also indicate that the measuring tool needs to be adjusted based on the way how agile working methods are implemented into the team measured and their core tasks, in order to provide the results that can be used in a more detailed level analysis.
This thesis provides one example how the principles of measuring the agility of teams can be implemented outside of software development organizations, in this case in a contact center environment. The outcome of this thesis adds to the list of publicly available tools for measuring agile working methods.
This thesis includes both qualitative and quantitative research methods to collect all necessary data. This thesis is conducted as an evaluation research. The theoretical framework focuses on the topics of agile working methods, measuring of agile, key areas to measure, and existing measuring tools. Together with the results from the current state analysis, it serves as the basis for the proposal building.
The outcome of this thesis is a measuring tool that improves the understanding on the level of agility of teams on a sprint iteration basis. In addition to the tool produced, the results of this thesis indicate that short-term monitoring of team’s agility improves leadership roles´ understanding on the level of agility of teams, monitoring the efficiency of teams, and provides teams with more data to analyse and adjust their actions accordingly. The results of this thesis also indicate that the measuring tool needs to be adjusted based on the way how agile working methods are implemented into the team measured and their core tasks, in order to provide the results that can be used in a more detailed level analysis.
This thesis provides one example how the principles of measuring the agility of teams can be implemented outside of software development organizations, in this case in a contact center environment. The outcome of this thesis adds to the list of publicly available tools for measuring agile working methods.