Optimizing Resources and Production in Call Center Service
Lappi, Anne-Mari (2014)
Savonia-ammattikorkeakoulu
2014
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2014060612031
https://urn.fi/URN:NBN:fi:amk-2014060612031
Tiivistelmä
The main goal of this thesis was to develop production efficiency and study Enterprise Resource Planning programs for a contact center. The goal was to find out the main aspects which needed improvement and develop resource scheduling.
The study was carried out by interviewing employees and superiors of the target company and other companies. For Enterprise Resource Planning program, the study was implemented by testing several programs and presentations by companies.
Originally benchmarking was planned to be carried out by interviewing different companies. The willingness to share knowledge became a problem and interviews were carried out inside the target company. The results from the interviews were illustrative and similarity in answers was surprising. According to the results, the main problem was that employees felt that their work was not valued.
These interviews give a good start for the company to study deeper ways to improve problems which came up during the interviews. The client will have better idea what should be done to achieve their goal as a constantly developing company.
The study was carried out by interviewing employees and superiors of the target company and other companies. For Enterprise Resource Planning program, the study was implemented by testing several programs and presentations by companies.
Originally benchmarking was planned to be carried out by interviewing different companies. The willingness to share knowledge became a problem and interviews were carried out inside the target company. The results from the interviews were illustrative and similarity in answers was surprising. According to the results, the main problem was that employees felt that their work was not valued.
These interviews give a good start for the company to study deeper ways to improve problems which came up during the interviews. The client will have better idea what should be done to achieve their goal as a constantly developing company.