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The objective of this Master’s Thesis case study is to find out how the working methods of Team Leaders in B2C department of Company X could be unified. Additionally, the survey on Team Leaders’ working methods aims to portray the current situation and identify the possible problem areas. Further, the survey is not only designed to discover means to unify the working methods of B2C Team Leaders but to enhance communication between them as well as stress team work and collaboration, and to find the ways to improve their job satisfaction and motivation.
In the introduction the case company Company X and its B2C department are presented and the basis for the research is explained in accordance with the investigative questions.
The theoretical part of this Master’s Thesis introduces and discusses issues of communication, team work and collaboration, knowledge management, and cross-cultural issues. Moreover, the importance of employees in an organization are presented and evaluated.
The empirical part introduces and discusses the research method used and the whole research process which included compiling a questionnaire in Webropol, which in turn was used as a base for interviews of all the Team Leaders in Company X’s B2C departments’ in Finland and in Estonia.
The survey findings propose that the B2C Team Leaders’ working methods are somewhat unified and many factors contribute to their cohesiveness. Subsequently the B2C Team Leaders should, however, receive more training in order to obtain more unified and coherent knowledge base which would help them improve the promptness of resolving the problems displayed by their subordinates.