Implementation of a new reporting system
Renqvist, Ida (2024)
2024
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2024120934115
https://urn.fi/URN:NBN:fi:amk-2024120934115
Tiivistelmä
This thesis was commissioned by Company X in the spring of 2024. The original objective of the thesis was the development/betterment of current process of using Management report as a tool for Client Executives in the case organization so that the report would be more useful towards the Client Executives working in the organization as the organization was in the process of im-plementing a new reporting system. Although there wasn’t a strict timeline for the implementation process as some issues were faced and the implementation was taking its time, the approach of the thesis changed more into understanding of the actual process and different aspects of it.
The theoretical framework was mostly gathered from theories relating to CRM and change in organizations. The theoretical framework for example examines CRM’s definition and it’s use in organizations and change management models that can be used supporting change processes in organizations. The theoretical framework was gathered from different electronical sources.
The used research method was qualitative research with semi-structured interviews and observation as methods of data collection. The interviews were recorded and transcribed using Microsoft Teams. The findings were analyzed against John Kotter’s change management model that’s called 8 steps for Leading Change.
The findings from the interviews and observation showed that there were issues experienced with the data in the new reporting system, which had lowered the enthusiasm towards the on-going change. The gathered theoretical framework and analysis against Kotter’s model offered insights regarding the findings and offered examples regarding what kind of issues can be faced while implementing a new reporting system and what kind of factors on the other hand can contribute into making implementations more successful. The theoretical framework offers for example communication and trainings as key aspects that should be emphasized in change management. The findings on the other hand show that different circumstances don’t always allow reserving needed time for change processes. Based on this the researcher created an internal checklist that considers the key aspects offered by the theoretical framework and combines them with the findings of the thesis. Change management models can also serve as valuable tools in managing change and based on this thesis could be recommended for organizations to use.
The theoretical framework was mostly gathered from theories relating to CRM and change in organizations. The theoretical framework for example examines CRM’s definition and it’s use in organizations and change management models that can be used supporting change processes in organizations. The theoretical framework was gathered from different electronical sources.
The used research method was qualitative research with semi-structured interviews and observation as methods of data collection. The interviews were recorded and transcribed using Microsoft Teams. The findings were analyzed against John Kotter’s change management model that’s called 8 steps for Leading Change.
The findings from the interviews and observation showed that there were issues experienced with the data in the new reporting system, which had lowered the enthusiasm towards the on-going change. The gathered theoretical framework and analysis against Kotter’s model offered insights regarding the findings and offered examples regarding what kind of issues can be faced while implementing a new reporting system and what kind of factors on the other hand can contribute into making implementations more successful. The theoretical framework offers for example communication and trainings as key aspects that should be emphasized in change management. The findings on the other hand show that different circumstances don’t always allow reserving needed time for change processes. Based on this the researcher created an internal checklist that considers the key aspects offered by the theoretical framework and combines them with the findings of the thesis. Change management models can also serve as valuable tools in managing change and based on this thesis could be recommended for organizations to use.