Arbetsmodell vid förändringsarbete
Hur intern och extern kund tillfredsställelse kan bibehållas, genom ett systematisktarbetssätt före och under ett förändringsarbete i praktiken.
Internal customer experienceExternal customer experienceDeploymentIntern kundupplevelseExtern kundupplevelseInförandeFörändring
The purpose of this study is to develop and practically evaluate a new approach for the introduction of changes in internal and external processes in a customer front, but with the aim of maintaining or increasing customer perceived quality during insertion. A working model has been developed and is used in a qualitative research in the form of a case study carried out in a customer front, on a customer group in Telia's mobile customer service in Sweden. There is currently little research that has studied the implementation phase.The results of the study show that the designed working model works satisfactorily, but also that it can be developed more. Employees are satisfied and the sale was a positive boost, however, declined the customer experience a little bit. Employees raises questions as leader behavior, confidence in the group ahead, everyone's different circumstances and desire for the individual choice.The biggest challenge for future leaders will be to manage and lead continuous change. By creating opportunities for employees so that the customer experience should not be adversely affected during the introduction of the ever ongoing change.