Developing Superior Employee Experience Model for a Team in an Organization
Savla, Namita (2020)
Savla, Namita
2020
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2020100120869
https://urn.fi/URN:NBN:fi:amk-2020100120869
Tiivistelmä
Experiences shapes human being by creating everlasting memories and relationships to feel being alive. This is directly connected to experience created at workplaces, as we spend half of our wake time at job. It is seen employee experience and success in customer experience has direct correlation, so organisations need to modernise themselves to see the world through the eyes of their employees. Also, traditional HR practices need to evolve to be working together with many of the ongoing business practices in various segments of businesses were day to day needs are supported to give seamless employee and customer experience.
The aim of the thesis is to develop the Superior Employee Experience Model (SEEM) with a team in case company ABB Oy., to deliver the best experiences by following research questions: What is the importance of employee experience in developing individual performance, How to develop a culture inside organisation so that employees in team are motivated to deliver superior customer experience and can redefining ways of working and better time management improve individual employees’ goals in future.
The thesis is studied through theoretical framework sets which are employee focus, organisational focus and identified key motivators. The thesis research topic uses design thinking principles and service design tools together with employees from identifying to designing experiences in an iterative and co-creation method. The Double Diamond is used as base structure for research process between convergent and divergent environments.
The results were analysed from the current state employee journey map, survey and face to face inter-view outcomes are used to construct the core six core sets of GAP cards. A GAP card has comprehensive information of current state of employee experience in organisation, possible ideal state, possible employee actions and expected actions from organisation.
Above processes lead to construct Superior Employee Experience Model (SEEM). The model displays six process steps information, inspire, instruct, involve, reveal and repeat to result in eliminating gaps be-tween employee and organisation expectations. Also, researcher identified eight step strategic implementation plan for SEEM developed based on Kotter’s theory on change management strategy, for successful execution of change in the case company.
By following the SEEM process steps and strategic implementation plan the case company can benefit with satisfied internal as well as external customers having superior experiences.
Keywords: Employee experience, Engagement, Customer experience, Gap, Service design
The aim of the thesis is to develop the Superior Employee Experience Model (SEEM) with a team in case company ABB Oy., to deliver the best experiences by following research questions: What is the importance of employee experience in developing individual performance, How to develop a culture inside organisation so that employees in team are motivated to deliver superior customer experience and can redefining ways of working and better time management improve individual employees’ goals in future.
The thesis is studied through theoretical framework sets which are employee focus, organisational focus and identified key motivators. The thesis research topic uses design thinking principles and service design tools together with employees from identifying to designing experiences in an iterative and co-creation method. The Double Diamond is used as base structure for research process between convergent and divergent environments.
The results were analysed from the current state employee journey map, survey and face to face inter-view outcomes are used to construct the core six core sets of GAP cards. A GAP card has comprehensive information of current state of employee experience in organisation, possible ideal state, possible employee actions and expected actions from organisation.
Above processes lead to construct Superior Employee Experience Model (SEEM). The model displays six process steps information, inspire, instruct, involve, reveal and repeat to result in eliminating gaps be-tween employee and organisation expectations. Also, researcher identified eight step strategic implementation plan for SEEM developed based on Kotter’s theory on change management strategy, for successful execution of change in the case company.
By following the SEEM process steps and strategic implementation plan the case company can benefit with satisfied internal as well as external customers having superior experiences.
Keywords: Employee experience, Engagement, Customer experience, Gap, Service design