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Optimierung der Kundenzufriedenheit trotz Stellenabbau am Schalter. Praxisbeispiel einer kleinen Stadtverwaltung

Optimierung der Kundenzufriedenheit trotz Stellenabbau am Schalter. Praxisbeispiel einer kleinen Stadtverwaltung

          
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About the Book

Masterarbeit aus dem Jahr 2015 im Fachbereich BWL - Unternehmensführung, Management, Organisation, Note: 1.1, Fachhochschule Burgenland (aim), Veranstaltung: Studiengang EMBA/MBA, Sprache: Deutsch, Abstract: Als Ziel dieses Forschungsprojektes wurde wissenschaftlich geprüft, ob und wie die Zufriedenheit der Einwohnerinnen und Einwohner trotz des bevorstehenden Stellenabbaus aufrechterhalten oder gar erhöht werden kann. Die Arbeit dreht sich dabei rund um das Thema Change Management. Es wurden zwei Best-Practice-Beispiele erarbeitet, wie das Stadtbüro auf gleichbleibendem Niveau funktionieren kann. Dies unter Berücksichtigung sämtlicher Stakeholder. Die Gemeindeverwaltung Birsfelden steht vor grossen finanziellen Herausforderungen. Im Vergleich mit den weiteren 85 Gemeinden des Kantons Basel-Landschaft verzeichnet Birsfelden sehr tiefe Steuereinnahmen und das jährliche strukturelle Defizit beläuft sich auf jährlich über vier Millionen Euro. Die Geschäftsleitung hat aus diesem Grund im Auftrag des Gemeinderates ein Sanierungspaket entwickelt. Eine Massnahme davon betrifft den Stellenabbau in der Abteilung Stadtbüro. Best Practice Beispiel Nr. 1 beinhaltet die Optimierung der Kundenströmung: Die Öffnungszeiten wurden um einen Drittel und die telefonische Erreichbarkeit um die Hälfte reduziert. Trotz der Reduzierung der Öffnungszeiten wurde der Fokus auf eine kundenfreundlichere, vereinheitlichte Regelung gelegt. Dies durch ausgedehntere Zeitfenster und neue telefonische Erreichbarkeiten. Dank dieser Massnahme lassen sich die personellen Ressourcen innerhalb der Abteilung Stadtbüro gezielter einsetzen. Best Practice Beispiel Nr. 2 beinhaltet das Projekt Infopoint: Durch die neuen Öffnungszeiten ist damit zu rechnen, dass die Kunden neu "geballter" am Schalter erscheinen werden und es somit zu Anstehzeiten kommen wird. Den Kundinnen und Kunden soll eine Alternative zum Schalter angeboten werden. Entstanden ist mit dem Infopoint eine Selbstservicestation, bei welcher s


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Product Details
  • ISBN-13: 9783668120600
  • Publisher: Grin Verlag
  • Binding: Paperback
  • Language: German
  • Returnable: N
  • Spine Width: 6 mm
  • Width: 210 mm
  • ISBN-10: 3668120609
  • Publisher Date: 08 Jan 2016
  • Height: 297 mm
  • No of Pages: 106
  • Series Title: German
  • Weight: 276 gr


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Optimierung der Kundenzufriedenheit trotz Stellenabbau am Schalter. Praxisbeispiel einer kleinen Stadtverwaltung
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Optimierung der Kundenzufriedenheit trotz Stellenabbau am Schalter. Praxisbeispiel einer kleinen Stadtverwaltung
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