Outsourcing of Debt Collection : Case Company X
Samuli, Aada (2023)
2023
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2023060421180
https://urn.fi/URN:NBN:fi:amk-2023060421180
Tiivistelmä
This thesis was implemented for a client company that wished to remain anonymous. The target of this thesis was to research the client company’s goals for the outsourcing of their debt collection. As the client company has previously outsourced other financial functions, the outsourcing of debt collection was also expected to happen at some point. The research examines the reasoning behind the outsourcing, the effects the outsourcing has on the debt collection procedures, and what kind of actions are required from the outsourcing company’s employees.
Outsourcing and debt collection created the foundation for the theoretical framework for this thesis. Outsourcing was covered extensively to gain a comprehensive understanding of the topic, whereas debt collection focused on voluntary corporate debt collection. This is due to the company’s customer base consisting of other businesses.
This thesis was conducted between February and May of 2023, with the research taking place in April. The research consisted of two interviews and participant observation, which are all considered to be qualitative research methods. In total, there were two interviewees in both of the interviews, and they were chosen to participate based on their involvement and expertise with the outsourcing project. The participant observation focused on team meetings where the writer of the thesis was listed as an attendant.
The client company did not previously have an organised debt collection process, and through outsourcing, they wanted to implement a structured and efficient new process. The objectives also relied heavily on financial aspects, as in the past, the company has had problems with cash flow and the amount of overdue receivables. In addition, the outsourcing highlighted an issue with the quality of data, which the company has started to work on extensively. There is still uncertainty about how successfully the goals of the outsourcing will be reached, as the new colle-tion process is still in its early stages. However, it can be stated that the goals are achievable.
Outsourcing and debt collection created the foundation for the theoretical framework for this thesis. Outsourcing was covered extensively to gain a comprehensive understanding of the topic, whereas debt collection focused on voluntary corporate debt collection. This is due to the company’s customer base consisting of other businesses.
This thesis was conducted between February and May of 2023, with the research taking place in April. The research consisted of two interviews and participant observation, which are all considered to be qualitative research methods. In total, there were two interviewees in both of the interviews, and they were chosen to participate based on their involvement and expertise with the outsourcing project. The participant observation focused on team meetings where the writer of the thesis was listed as an attendant.
The client company did not previously have an organised debt collection process, and through outsourcing, they wanted to implement a structured and efficient new process. The objectives also relied heavily on financial aspects, as in the past, the company has had problems with cash flow and the amount of overdue receivables. In addition, the outsourcing highlighted an issue with the quality of data, which the company has started to work on extensively. There is still uncertainty about how successfully the goals of the outsourcing will be reached, as the new colle-tion process is still in its early stages. However, it can be stated that the goals are achievable.