Restructuring of Reporting
This paper serves as an advisory report for the client to improve its reporting structure in relation to Quality Management. The main areas of improvement have been determined as customer satisfaction, employee satisfaction, punctuality as well as overall managerial and organizational topics.
Arnold Marco Paul & Schmid Alexandra Andrea, 2020
Bachelor Thesis, Swiss Urban Transportation Company
Betreuende Dozierende: Marco Hürsch
Keywords: Reporting, Quality Management, Controlling, Customer Satisfaction, Employee Satisfaction, Punctuality, Public Transportation, Strategic Management, Overall Managerial, Trust in Management, Employee Relationship Management, Communication, Company Culture
According to the clients’ expectations, this bachelor thesis should be an advisory report. The focus will be on the areas of controlling and quality management. The optimizations should make an active contribution and improvement to the company’s business success and stakeholder satisfaction. Furthermore, it is desired that the authors pay attention to the level and preciseness of the reporting. Besides the reporting structure, the company should also be examined from an overall managerial approach and provided with suggestions for improvements in a small scope.
A literature review has been conducted for the areas of Controlling and Quality Management. Overall managerial topics such as company culture, organizational communication, and trust in management also, needed to be reviewed. Additionally, the definition, measurement, and importance of customer satisfaction, employee satisfaction, and punctuality have been examined. An in-depth situation analysis of the client has been developed by interviewing employees and studying the internal documentation and reporting respectively controlling documents to provide the client with recommendations.
Based on this procedure, several issues have been found. A clear problem in communication especially the silo effect was detected. Additionally, trust in management and a clear company culture is lacking, which is reflected in low employee satisfaction. Furthermore, the customers are displeased mainly due to the often unpunctual and unpredictable vehicles of the urban transportation company. Hence, suggestions on how to improve those issues have been provided by authors proposed in form of action items with an active advisory approach. Those include recommendations on how to use quality management methods, but also which figures should be included in the reporting are suggested. An important implication is that organizational communication is a great overall topic that impacts all the other stated issues. Therefore, fostering interdepartmental activities and communication such as Job Shadowing or Job Rotation programs is major to increase the overall company performance. All the given recommendations are specially tailored to the needs of the client and listed in the appendix in a handy checklist.
Studiengang: Business Administration International Management (Bachelor)
Fachbereich der Arbeit: Strategie, Marketing & Kommunikation
Art der Arbeit
Swiss Urban Transportation Company, Switzerland
Autorinnen und Autoren
Arnold Marco Paul & Schmid Alexandra Andrea
Sprache der Arbeit
Business Administration International Management (Bachelor)
Reporting, Quality Management, Controlling, Customer Satisfaction, Employee Satisfaction, Punctuality, Public Transportation, Strategic Management, Overall Managerial, Trust in Management, Employee Relationship Management, Communication, Company Culture