Improving Learning and Knowledge Sharing in a Technical Support Team : The Learning Curve in the Technical Support Organization of a Telecom Vendor
Otieno, Daniel (2015)
Metropolia Ammattikorkeakoulu
2015
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201505219539
https://urn.fi/URN:NBN:fi:amk-201505219539
Tiivistelmä
The aim of this thesis was to improve learning and knowledge sharing in a technical support organization in case company involved in the design manufacture and sales of telecommunications equipment to mobile operators worldwide. Some of the equipment the case company sells requires high availability rates and as such a knowledgeable team is needed to maintain the up time of these systems. This thesis explores the current learning and knowledge sharing challenges that could be limiting the support team in meeting its obligation to the customers.
The study adopts the action research methodology as a way to involve the key stake-holders in the process to help initiate a meaningful change that they could all feel part of. Its flexible nature also allowed several iterations until favorable solutions were found. Moreover, the researcher wanted to be an agent for change for his organization.
The outcome of this study is an all-inclusive proposal set in three parts: recommendations based on key learning indicators that are directly matched to the current challenges to guide the organization from its current state to where it needs to be, a set of tools to accelerate meeting the objectives of the key learning indicators and an action plan to drive the process.
It is hoped that a positive change will be realized over time if the action plan is followed through. Some of the improvements that are likely to occur for the case company include faster case resolution times with better quality which will in turn lead to customer satisfaction. Subsequently, the company will realize its vision of being a customer centric along with an improved bottom line.
The study adopts the action research methodology as a way to involve the key stake-holders in the process to help initiate a meaningful change that they could all feel part of. Its flexible nature also allowed several iterations until favorable solutions were found. Moreover, the researcher wanted to be an agent for change for his organization.
The outcome of this study is an all-inclusive proposal set in three parts: recommendations based on key learning indicators that are directly matched to the current challenges to guide the organization from its current state to where it needs to be, a set of tools to accelerate meeting the objectives of the key learning indicators and an action plan to drive the process.
It is hoped that a positive change will be realized over time if the action plan is followed through. Some of the improvements that are likely to occur for the case company include faster case resolution times with better quality which will in turn lead to customer satisfaction. Subsequently, the company will realize its vision of being a customer centric along with an improved bottom line.