Skillnaden i produktivitet samt arbetsmiljöfaktorers betydelse vid arbete på plats och hemifrån : En studie av ett företags kundsupport före och under Covid-19 pandemin

Sammanfattning: Since the Covid-19 pandemic, teleworking has gone from an unusual working form to standard practice in everyday life. Continuous studies have shown that there are a lot of advantages related to productivity from teleworking. Needless to say, productivity is a complex concept and hard to measure, especially in a service company. Therefore, the purpose of this essay is to research this further, how teleworking under the Covid-19 pandemic has affected productivity. To gather empiric data a company was chosen, they gave us their statistics measurement of their productivity, in their customer service department. This was referred to as the actual productivity. Another way to gather empiric data was interviews with the employees on how they felt teleworking affected their productivity, referred to as the experienced productivity. There were eight interviews and they were semi-structured, an interview guide was used, it was based on the theoretic framework. The study also aims to gather information about which work environment factors are most important to promote productivity, which was also studied in the interviews.  This study produces information about the different work environment factors of what promote productivity, both in a general sense and from teleworking. A factor that was both recurring in our study and the ones before us was that the lack of social interaction, this was seen as a negative factor of working from home. A positive factor from working from home was the silence and the calm, this made it easier to focus. One thing all the respondents had in common was that a combination of working from home and in the office would be the optimal solution. When it came to actual and experienced productivity, there were some differences. The employees thought that their productivity was greater from teleworking, though the actual productivity showed barely any difference. There could not be an exact reason for this incidence, one theory was that the employees have overestimated their productivity when working from home.