Enabling coaching leadership for retail sales managers through service design
Syreeni, Tero (2024)
2024
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2024061923717
https://urn.fi/URN:NBN:fi:amk-2024061923717
Tiivistelmä
The aim of this thesis was to identify what tasks sales managers could delegate or centralize to improve time management to better implement the Sokos Myyn mielihyvää model for service and customer management. The frame of reference for the thesis was based on three principles: service design, coaching leadership, and time management. The thesis was built upon the Design Council’s Double Diamond model. The thesis investigated futures studies, retail theory, and leadership theory.
In-depth interviews of Sokos managers from different local cooperatives as well as utilizing service design tools and techniques were used to create personas and empathy maps. The main research problem of the thesis which was how to better enable Sokos sales managers to focus on coaching leadership was answered by identifying the main time constraints for managers.
The thesis recommends four key ideas for delegation and centralizing tasks to help Sokos sales managers to focus on Myyn mielihyvää. The thesis also presents future areas of study that were not part of the thesis but are considered advantageous for sales management in the future.
In-depth interviews of Sokos managers from different local cooperatives as well as utilizing service design tools and techniques were used to create personas and empathy maps. The main research problem of the thesis which was how to better enable Sokos sales managers to focus on coaching leadership was answered by identifying the main time constraints for managers.
The thesis recommends four key ideas for delegation and centralizing tasks to help Sokos sales managers to focus on Myyn mielihyvää. The thesis also presents future areas of study that were not part of the thesis but are considered advantageous for sales management in the future.