Developing the English service process : case: accounting company X
Varjanto, Oona (2021)
2021
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2021120323668
https://urn.fi/URN:NBN:fi:amk-2021120323668
Tiivistelmä
The number of customers who need accounting services in English is presumably constantly increasing in Finland, hence it is crucial to ensure the quality of service is equivalent to every customer. The purpose of the thesis was to investigate the current service process for the English speaking customers in accounting company x, and define improvement areas within it.
The methodology used was case study and data was collected from interviews and questionnaires. Experiences from accountants and customers from one team were heard and the results are based on those viewpoints.
The results indicate that the current service process of the accounting company x is mainly appreciated because of professionalism and personalized service from the accountants. Nevertheless, improvement areas were extracted from the responses, main ones being the lack of translation in document templates, reports and programs, co-operation between departments and support from employer for the English language skills of accountants.
As the research was conducted in one team within the company, it does not give comprehensive results about the whole organization. If more extensive results are aspired to accomplish, research concerning whole organization including employees from different departments and customers from different fields of businesses is needed.
The methodology used was case study and data was collected from interviews and questionnaires. Experiences from accountants and customers from one team were heard and the results are based on those viewpoints.
The results indicate that the current service process of the accounting company x is mainly appreciated because of professionalism and personalized service from the accountants. Nevertheless, improvement areas were extracted from the responses, main ones being the lack of translation in document templates, reports and programs, co-operation between departments and support from employer for the English language skills of accountants.
As the research was conducted in one team within the company, it does not give comprehensive results about the whole organization. If more extensive results are aspired to accomplish, research concerning whole organization including employees from different departments and customers from different fields of businesses is needed.