Analýza efektivnosti využívání pracovních týmů externích pracovníků v podniku služeb

Abstract

HUDECZKOVÁ, M.: Analysis of the effectiveness of the external staff work teams use in business services – RWE Customer services, Ltd. – Faculty of Metallurgy and Materials Engineering; Department of Economics and Management in Metallurgy. – Dissertation supervisor: Ing. Ivan Dlugoš, Ph.D. – Ostrava: FMMI, 2010. The goal of the dissertation is to analyze weak points in work performance of external workers (temporary workers) and to introduce new measures leading to the increasing efficiency of both providing customer services and efficiency as regards the number of processed requests. The work contains two parts: theoretical and practical one, graphs, pictures and attachments. The first part of the diploma thesis is focused on the theoretical grounds associated with teamwork, stimulating and motivating staff to ensure better performance. The second part is aimed at describing the current situation in RWE, at comparing the performance of the Call center permanent staff and temporary workers, and the evaluation of performance of temporary workers in the years to come. The conclusion contains a factual summary and labor benefits.