Improving Operating Performance of a Service Desk Through Work Engagement
Chmilevskyy, Roman (2014)
Chmilevskyy, Roman
Metropolia Ammattikorkeakoulu
2014
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201405198575
https://urn.fi/URN:NBN:fi:amk-201405198575
Tiivistelmä
This Master’s Thesis investigates how to improve operating performance of a case company’s Service Desk through the discipline of work engagement. The case company is an international service provider of networking and data security solutions that requires improvements in the performance of its Service Desk. This is especially topical, because company’s SD engineers often fail to complete their basic duties despite being given detailed guidelines on how to fulfill their daily responsibilities.
Therefore, the aim of this Thesis is to determine strengths and weaknesses in a daily operation of a case company’s Service Desk and to provide practical guidelines for Service Production management team on how to improve operating performance of SD engineers through enhanced work engagement.
For this purpose, the Thesis starts with conducting a current state analysis of the case organization accompanied by the first round of data collection. Further, numerous literature sources about employee engagement is analyzed and discussed on macro level to identify tools or drivers of work engagement that can be utilized to tackle the challenges identified in the current state analysis on micro level, which consequently results in conceptual framework of this study. As soon as the conceptual framework is built, the second round of data collection is conducted in order to affirm the results of the previous data collection round and to generate provisional proposal of this study. When provisional proposal is ready, it is presented to the internal stakeholder of the case company for reviewing, which contributes to the third round of data collection and consequently to producing the final proposal of this study.
In terms of the outcomes, this Thesis aims to generate a proposal of practical guidelines for Service Production management team for improving the performance of the case company Service Desk through increased work engagement. Equipped with the proposal, managerial team can increase the performance of its Service Desk members, which will positively influence customer satisfaction and secure competitive advantage of the case company.
Therefore, the aim of this Thesis is to determine strengths and weaknesses in a daily operation of a case company’s Service Desk and to provide practical guidelines for Service Production management team on how to improve operating performance of SD engineers through enhanced work engagement.
For this purpose, the Thesis starts with conducting a current state analysis of the case organization accompanied by the first round of data collection. Further, numerous literature sources about employee engagement is analyzed and discussed on macro level to identify tools or drivers of work engagement that can be utilized to tackle the challenges identified in the current state analysis on micro level, which consequently results in conceptual framework of this study. As soon as the conceptual framework is built, the second round of data collection is conducted in order to affirm the results of the previous data collection round and to generate provisional proposal of this study. When provisional proposal is ready, it is presented to the internal stakeholder of the case company for reviewing, which contributes to the third round of data collection and consequently to producing the final proposal of this study.
In terms of the outcomes, this Thesis aims to generate a proposal of practical guidelines for Service Production management team for improving the performance of the case company Service Desk through increased work engagement. Equipped with the proposal, managerial team can increase the performance of its Service Desk members, which will positively influence customer satisfaction and secure competitive advantage of the case company.