Implementing a change process in a customer service team
Rantamäki, Päivi (2025)
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2025052314985
https://urn.fi/URN:NBN:fi:amk-2025052314985
Tiivistelmä
This master’s Thesis focuses on improving the daily operations of the customer service team at the client company. The customer service team currently has several manual tasks that consume unnecessary time, making their work inefficient.
The project began by identifying and defining the problem. The current state analysis revealed the challenges faced by the customer service team. The current situation was assessed through interviews with customer service team members. The analysis showed that the daily work of the customer service team was inefficient and involved many manual processes. To enhance the efficiency of the customer service team, changes were necessary to increase productivity and successfully implement the change process within the team.
Literature on change management models and automation project implementations was reviewed to address these challenges. Two change projects were initiated to improve the customer service team's operations: the order handling project and the loading plan tool project.
As a result of this work, two automation projects were completed, significantly improving the efficiency of the customer service team. Additionally, the thesis describes how the implementation of these change projects was successfully carried out within the team.
The project began by identifying and defining the problem. The current state analysis revealed the challenges faced by the customer service team. The current situation was assessed through interviews with customer service team members. The analysis showed that the daily work of the customer service team was inefficient and involved many manual processes. To enhance the efficiency of the customer service team, changes were necessary to increase productivity and successfully implement the change process within the team.
Literature on change management models and automation project implementations was reviewed to address these challenges. Two change projects were initiated to improve the customer service team's operations: the order handling project and the loading plan tool project.
As a result of this work, two automation projects were completed, significantly improving the efficiency of the customer service team. Additionally, the thesis describes how the implementation of these change projects was successfully carried out within the team.