Improvement Proposal for the Sales Account Management Process in the Case Company’s Customer Service Team
Takki, Birjetta (2022)
2022
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2022060615645
https://urn.fi/URN:NBN:fi:amk-2022060615645
Tiivistelmä
The objective of this study was to propose improvement proposal for the sales account management team in the case company’s customer service team. The case company is investing heavily and there is a need to improve the sales account management process.
The research approach was design research using qualitative methods. The study was conducted in four stages. The first stage was the current state analysis to collect data and to find out the strengths and weaknesses in the process. The chosen weaknesses were used in the second stage, in the literature review. From the literature the best practices and existing knowledge were used to create the conceptual framework of the study. The third stage was the initial improvement proposal building stage. The initial improvement proposal was co-created with the relevant stakeholders. The fourth and final stage was the validation stage. The selected managers evaluated the initial improvement proposal and gave feedback. The initial improvement proposal was adjusted accordingly and formed the final improvement proposal.
In the current stage analysis a lot of weaknesses were discovered. The weaknesses were divided into six categories. For this thesis the two selected categories were customer account handling and roles and responsibilities. The rest of the categories were left out of this study. Estimation was that the greatest benefit would be achieved by tackling the weaknesses in the selected categories.
The outcome of this study was the improvement proposal for the sales account management process. The implementation of the final improvement proposal will benefit the company if implemented correctly and planned properly.
The research approach was design research using qualitative methods. The study was conducted in four stages. The first stage was the current state analysis to collect data and to find out the strengths and weaknesses in the process. The chosen weaknesses were used in the second stage, in the literature review. From the literature the best practices and existing knowledge were used to create the conceptual framework of the study. The third stage was the initial improvement proposal building stage. The initial improvement proposal was co-created with the relevant stakeholders. The fourth and final stage was the validation stage. The selected managers evaluated the initial improvement proposal and gave feedback. The initial improvement proposal was adjusted accordingly and formed the final improvement proposal.
In the current stage analysis a lot of weaknesses were discovered. The weaknesses were divided into six categories. For this thesis the two selected categories were customer account handling and roles and responsibilities. The rest of the categories were left out of this study. Estimation was that the greatest benefit would be achieved by tackling the weaknesses in the selected categories.
The outcome of this study was the improvement proposal for the sales account management process. The implementation of the final improvement proposal will benefit the company if implemented correctly and planned properly.