How to Handle Intermediary Customer Requests : Process Development for a Small Consultancy Company
Puhakka, Samu (2019)
Puhakka, Samu
2019
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201905098544
https://urn.fi/URN:NBN:fi:amk-201905098544
Tiivistelmä
The objective of this Thesis was to develop an appropriate process to handle intermediary customer requests for a small consultancy company. The purpose was to address the cur- rent inefficient ways of working, lack of process description and lack of role and responsibility descriptions.
This Thesis was based on qualitative research methodology, design research in the form of current state analysis with literature research from relevant areas to create a conceptual frame work. The data collection was done in three separate rounds, based on stakeholder interviews and workshops to produce a proposal of a process to handle intermediary customer requests.
The proposed process for handling intermediary customer requests consists of process flow description, a RACI matrix-based responsibility area matrix to indicate roles and responsibilities during the process execution to clarify, for the relevant participants, what kind of actions need to take place during the process execution.
The final proposed process for handling intermediary customer requests is relevant for the case company to improve the current ways of working and offering tools to mature the company culture and to offer clear descriptions for roles and responsibilities.
This Thesis was based on qualitative research methodology, design research in the form of current state analysis with literature research from relevant areas to create a conceptual frame work. The data collection was done in three separate rounds, based on stakeholder interviews and workshops to produce a proposal of a process to handle intermediary customer requests.
The proposed process for handling intermediary customer requests consists of process flow description, a RACI matrix-based responsibility area matrix to indicate roles and responsibilities during the process execution to clarify, for the relevant participants, what kind of actions need to take place during the process execution.
The final proposed process for handling intermediary customer requests is relevant for the case company to improve the current ways of working and offering tools to mature the company culture and to offer clear descriptions for roles and responsibilities.