Kvalitetssäkring av onboardingprocessen för nya kunder : En kvalitativ fallstudie hos en avdelning på ett företag inom finanssektorn
Sammanfattning: This study is conducted at a department, hereinafter referred to as Företaget, at a company within the financial sector. Företaget works for corporate customers and offers car administration to customers who own 20 cars or more in their business. The study aims to gain understanding for how their onboardingprocess of new customers works and how the joint customer template, that is used by several work teams, can be improved. The purpose is to provide suggestions for improvement that will assure that the information sharing about the customer in the onboardingprocess becomes clearer, quality assured and shared to a greater extent. The theory that this study is based upon includes offensive quality development, change management, leadership, and culture. The data that this study is built upon has been collected through qualitative methods in the form of interviews, a survey, the conducting of a culture analysis and the provision of internal documents. The gathered data results in a process chart that shows the current workflow, and the finding of the root cause to the experienced problem, which is that there is a lack of clarification of who is in charge of what between the different working teams at Företaget. The result further demonstrates that there is an ambiguity in the division of responsibility, deficiencies in communication, lack of follow up and quality assurance but a good sense of cooperation and a well-being between employees. Common problems that can arise when there is an ambiguity in the division of responsibility and when the definition of work roles is not well anchored, is that the employees do not know what's expected of them which can lead to tasks not being performed. To hopefully improve the experienced problem of the onboarding process, it’s suggested that the process is visualized, a clarification of roles and division of responsibilities is made, increased communication between the teams, insertion of quality assurance and follow-up as well as activities with participation from all teams that could lead to an increase in social identity and the “we” feeling.
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