Show simple item record

dc.creatorSaari, Aliisa
dc.date.accessioned2018-09-19T05:38:49Z
dc.date.available2018-09-19T05:38:49Z
dc.identifier.urihttp://dspace.cc.tut.fi/dpub/handle/123456789/26560
dc.description.abstractThe focus of this research was to develop customer service process through knowledge management. Sales agents work in close connection with customers and each customer contact is different. The hectic nature of the work and the width of the organization bring their own challenges to the unified development of the customer service process. The aim of the research was to investigate sales agents’ work process at Nordic level and illustrate the work processes. Furthermore, intention was to identify differences and similarities of the Nordic processes. In the examined organization there was a need to study their sales and sales agents’ work processes in private distribution contact centers. The motive to research the current status is based on the future goal to develop and standardize the contact center business and to achieve better synergy benefits. The study contains two sections. The first section is a literature review which cover the-ory about information and knowledge management and business processes. The litera-ture review is conducted to introduce the theories relevant to answer the set research questions. In information management in sales organization -chapter focus was in infor-mation management model and value platform model but also in customer service. In the work process modeling -chapter the focus was in business process development and modeling. The second part of the study is an empirical study and was carried out as a pragmatism case study, and the material was collected with interviews and observations. Material was analyzed with classification, and the findings are divided to six main areas: set up, systems, workforce management, education, problem situations and information flow. Value platform, information management model and country specific process charts of the examined work process were formed and based on the empirical research. And the result of the study combined the widely researched topics of knowledge management and business process illustration. Furthermore, several sectors that could be looked into for further development and possible standardization were pointed out and based on the study. The sectors pointed out were new employees’ orientation, sales agents’ support in problem situations, workforce management including work shifts and schedule during work day and report platform. The research combines utilization of information and knowledge management and business processes in development of customer service processes in contact center environmenten
dc.format.extent123en
dc.format.mimetypeapplication/pdf
dc.language.isoenen
dc.rightsThis publication is copyrighted. You may download, display and print it for Your own personal use. Commercial use is prohibited.
dc.titleCustomer service process development through information and knowledge managementen
dc.title.alternativeAsiakaspalvelun prosessin kehittäminen tiedonhallinnan avullaen
dc.identifier.urnURN:NBN:fi:tty-201810032373
dc.contributor.laitosTuotantotalous ja tietojohtaminen – Industrial and Information Managementen
dc.contributor.tiedekuntaTalouden ja rakentamisen tiedekunta – Faculty of Business and Built Environmenten
dc.contributor.yliopistoTampereen teknillinen yliopisto - Tampere University of Technology
dc.programmeTietojohtaminenen
dc.date.published2018-10-03
dc.permissionPermission granteden
dc.contributor.thesisadvisorHelander, Nina
dc.type.ontasotDiplomityö - Master's thesis


Files in this item

Thumbnail

This item appears in the following Collection(s)

Show simple item record