What’s the hold up? A Single Case Study of Grant Thornton Sweden AB

Sammanfattning: The objective of this thesis is thereby to expand the literature regarding how companies can increase efficiency within the payroll department through the implementation of the Innovation Management Principles and the Value Proposition Canvas. By combining former and current literature with the empirical findings of this research paper, derived from in-depth interviews, efficiency obstacles were identified from Employee perspective, Customer perspective, and Industry Expert perspective. These include: Manually processed data, Limitations in balancing company objectives with customer objectives, Lack of guidelines and expectations toward customers, Lack of unitary strategies between branches, and Limited process streamlining. Whereas Grant Thornton's primary concern was the discordance between the various systems and the disdain for removing superfluous procedures in their payroll services. Individual consultants and office branches created different ways in response to service problems. Thus, the theoretical contribution of this research was to bridge the gap between the aims of the case company and the objectives of the customers by evaluating and connecting both sides. Specific suggestions were also made to the case company, completing the master thesis's practical contribution.