Utilization of information generated by Customer Support helpdesk : Tacit knowledge in quality improvement
Koskinen, Eeva-Mari (2024)
2024
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2024121435842
https://urn.fi/URN:NBN:fi:amk-2024121435842
Tiivistelmä
The aim of this thesis was to study the case handling process of the CS Helpdesk of Cimcorp Oy and the information that is generated and used in the process. The Helpdesk has the best touch with the customers' user experience and through this, information can be gained for the use of the company's quality improvement.
The study analyzed case data from two clients over a period of more than a year. Half of the data came from issue records for a new international project, and the other half came from an old domestic customer. In addition, five thematic interviews were conducted with helpdesk officers from both domestic and international teams. The results of the study were generated using a multimethod research methodology.
The results showed that most of the cases handled by the Helpdesk fell into three main categories. Based on the data, solutions were proposed to improve the flow of information and tackle the problems. In addition to the main categories, the survey revealed some specific issues for development and the PDCA model for continuous improvement was offered as a tool to handle them.
Key proposals to improve the flow of information included a shift from communication based on personal relationships to common, officially defined communication channels. To make project handovers more extensive, it was proposed that a form of cooperation and information transfer be made through visits by the development functions to support weekly meetings when recurring problems are discussed. It was proposed that a significant way of influencing the guidance of operators would be to improve HMIs usability, which would also increase the quality of the product as its value to the customer increases.
Support's Helpdesk teams were found to be influenced by strong mutual interaction, support and shared expertise, that carry challenging and complex work through storms. The tacit knowledge possessed by Helpdesk employees is the company's intellectual capital, which must be cherished and valued. Sharing it is possible through problem solving and dealing with it.
The study analyzed case data from two clients over a period of more than a year. Half of the data came from issue records for a new international project, and the other half came from an old domestic customer. In addition, five thematic interviews were conducted with helpdesk officers from both domestic and international teams. The results of the study were generated using a multimethod research methodology.
The results showed that most of the cases handled by the Helpdesk fell into three main categories. Based on the data, solutions were proposed to improve the flow of information and tackle the problems. In addition to the main categories, the survey revealed some specific issues for development and the PDCA model for continuous improvement was offered as a tool to handle them.
Key proposals to improve the flow of information included a shift from communication based on personal relationships to common, officially defined communication channels. To make project handovers more extensive, it was proposed that a form of cooperation and information transfer be made through visits by the development functions to support weekly meetings when recurring problems are discussed. It was proposed that a significant way of influencing the guidance of operators would be to improve HMIs usability, which would also increase the quality of the product as its value to the customer increases.
Support's Helpdesk teams were found to be influenced by strong mutual interaction, support and shared expertise, that carry challenging and complex work through storms. The tacit knowledge possessed by Helpdesk employees is the company's intellectual capital, which must be cherished and valued. Sharing it is possible through problem solving and dealing with it.