{"id":25950,"date":"2024-10-17T16:41:54","date_gmt":"2024-10-17T14:41:54","guid":{"rendered":"https:\/\/www.topdesk.com\/hu\/?p=25950"},"modified":"2024-10-17T16:42:15","modified_gmt":"2024-10-17T14:42:15","slug":"itsm-trendek-mi-a-munkavallaloi-elmeny","status":"publish","type":"post","link":"https:\/\/www.topdesk.com\/hu\/blog\/itsm-trendek-mi-a-munkavallaloi-elmeny\/","title":{"rendered":"ITSM trendek: mi a munkav\u00e1llal\u00f3i \u00e9lm\u00e9ny?"},"content":{"rendered":"

A munkav\u00e1llal\u00f3i \u00e9lm\u00e9ny m\u00e1r egy ideje nagy n\u00e9pszer\u0171s\u00e9gnek \u00f6rvend az \u00fczleti \u00e9letben. De mi is az a munkav\u00e1llal\u00f3i \u00e9lm\u00e9ny? \u00c9s mi\u00e9rt kellene a szervizr\u00e9szlegeknek t\u00f6r\u0151dni\u00fck vele?<\/span>\u00a0<\/span><\/p>\n

A mai versenyhelyzetben a szervezetek felismerik, hogy az \u00fcgyf\u00e9lszolg\u00e1latuk sikere az alkalmazottaik boldogs\u00e1g\u00e1n \u00e9s elk\u00f6telezetts\u00e9g\u00e9n m\u00falik.<\/span>\u00a0<\/span><\/p>\n

Mi az a munkav\u00e1llal\u00f3i \u00e9lm\u00e9ny?<\/span><\/b>\u00a0<\/span><\/h2>\n

A munkav\u00e1llal\u00f3i \u00e9lm\u00e9ny mag\u00e1ban foglalja a munkav\u00e1llal\u00f3 szervezeten bel\u00fcli \u00fatj\u00e1nak minden aspektus\u00e1t, a kezdeti felv\u00e9teli folyamatt\u00f3l kezdve a mindennapi munkak\u00f6rnyezetig, a fejl\u0151d\u00e9si lehet\u0151s\u00e9gekig \u00e9s az \u00e1ltal\u00e1nos j\u00f3l\u00e9tig. Ez t\u00falmutat a munkahelyi el\u00e9gedetts\u00e9gen, \u00e9s a termel\u00e9kenys\u00e9get, egy\u00fcttm\u0171k\u00f6d\u00e9st \u00e9s innov\u00e1ci\u00f3t el\u0151seg\u00edt\u0151, pozit\u00edv \u00e9s teljes \u00e9rt\u00e9k\u0171 munkahelyi kult\u00fara kialak\u00edt\u00e1s\u00e1ban nyilv\u00e1nul meg.<\/span>\u00a0<\/span><\/p>\n

Mi\u00e9rt kellene teh\u00e1t a szolg\u00e1ltat\u00e1si r\u00e9szlegeknek t\u00f6r\u0151dni\u00fck a munkat\u00e1rsak tapasztalat\u00e1val? Egyszer\u0171 – az el\u00e9gedett alkalmazottak el\u00e9gedett \u00fcgyfeleket eredm\u00e9nyeznek.<\/span>\u00a0<\/span><\/p>\n

Munkav\u00e1llal\u00f3i \u00e9lm\u00e9ny kontra \u00fcgyf\u00e9l\u00e9lm\u00e9ny<\/span>\u00a0<\/span><\/h2>\n

Ha m\u00e1r a hasonl\u00f3 fogalmakn\u00e1l tartunk – a munkat\u00e1rsi \u00e9lm\u00e9ny nem csak \u00fcgyf\u00e9l\u00e9lm\u00e9ny (CX) a koll\u00e9g\u00e1k sz\u00e1m\u00e1ra? Egyszerre igen \u00e9s nem. Igen, mert ha egy bels\u0151 szolg\u00e1ltat\u00e1si r\u00e9szlegr\u0151l van sz\u00f3, akkor a koll\u00e9g\u00e1id az \u00fcgyfeleid. \u00c9s nem, egy d\u00f6nt\u0151 k\u00fcl\u00f6nbs\u00e9g miatt: ha a <\/span>munkat\u00e1rsaid munkahelyi \u00e9lm\u00e9ny\u00e9nek jav\u00edt\u00e1s\u00e1r\u00f3l<\/span><\/a> van sz\u00f3, sokkal nagyobb hat\u00e1st tudsz gyakorolni.<\/span>\u00a0<\/span><\/p>\n

L\u00e1ssunk egy p\u00e9ld\u00e1t. Ha rendelsz valamit egy web\u00e1ruh\u00e1zb\u00f3l, a kiskeresked\u0151nek a lehet\u0151 legg\u00f6rd\u00fcl\u00e9kenyebb\u00e9 kell tennie a rendel\u00e9s \u00e9lm\u00e9ny\u00e9t. Ez az \u00e9lm\u00e9ny legfeljebb n\u00e9h\u00e1ny percig tart, \u00e9s csak n\u00e9h\u00e1ny \u00e9rintkez\u00e9si ponton kereszt\u00fcl.<\/span>\u00a0<\/span><\/p>\n

A munkav\u00e1llal\u00f3i \u00e9lm\u00e9ny jav\u00edt\u00e1s\u00e1ra t\u00f6rekv\u0151 szervezeti egys\u00e9gk\u00e9nt befoly\u00e1solhatja koll\u00e9g\u00e1i munka\u00e9let\u00e9nek minden perc\u00e9t. A c\u00e9ges aut\u00f3val val\u00f3 munk\u00e1ba j\u00e1r\u00e1st\u00f3l kezdve a k\u00e1v\u00e9ig, amit meg\u00e9rkez\u00e9skor kortyolgatnak, a programokig \u00e9s a laptopig, amivel dolgoznak.<\/span>\u00a0<\/span><\/p>\n

Az \u00fcgyf\u00e9l\u00e9lm\u00e9ny az \u00fcgyf\u00e9llel val\u00f3 interakci\u00f3k optimaliz\u00e1l\u00e1s\u00e1r\u00f3l sz\u00f3l, amikor akt\u00edvan kapcsolatba ker\u00fcl veled. Ez is fontos. A munkav\u00e1llal\u00f3i \u00e9lm\u00e9ny azonban holisztikusabb megk\u00f6zel\u00edt\u00e9st ig\u00e9nyel.<\/span>\u00a0<\/span><\/p>\n

Nem a HR-nek kellene agg\u00f3dnia a munkav\u00e1llal\u00f3i \u00e9lm\u00e9ny miatt?<\/span>\u00a0<\/span><\/h2>\n

Nos, igen, a HR-nek is gondolnia kell a munkav\u00e1llal\u00f3i \u00e9lm\u00e9nyre. A munkav\u00e1llal\u00f3k bevon\u00e1sa az egyik legnagyobb kih\u00edv\u00e1s minden HR-csapat sz\u00e1m\u00e1ra. A munkav\u00e1llal\u00f3i \u00e9lm\u00e9ny jav\u00edt\u00e1sa azonban t\u00f6bbr\u0151l sz\u00f3l, mint HR-ir\u00e1nyelvek megfogalmaz\u00e1sa.<\/span>\u00a0<\/span><\/p>\n

Csak n\u00e9zz\u00fck meg a kor\u00e1bban eml\u00edtett p\u00e9ld\u00e1kat. A koll\u00e9ga k\u00e9nyelmesen \u00e9rzi mag\u00e1t az \u00e1ltalad biztos\u00edtott c\u00e9ges aut\u00f3ban, vagy izzad, mert 3 h\u00f3napja elromlott a l\u00e9gkondicion\u00e1l\u00f3? Szeretik az \u00e1ltalad k\u00edn\u00e1lt k\u00e1v\u00e9t, vagy csak az\u00e9rt issz\u00e1k, mert ingyen van, \u00e9s nincs a k\u00f6zelben Starbucks? Tudnak-e hat\u00e9konyan dolgozni a laptopjukon, vagy 20 percet kell v\u00e1rniuk, am\u00edg az elindul?<\/span>\u00a0<\/span><\/p>\n

E k\u00e9rd\u00e9sek megv\u00e1laszol\u00e1s\u00e1hoz a szolg\u00e1ltat\u00e1si r\u00e9szlegeknek egy\u00fctt kell m\u0171k\u00f6dni\u00fck – az informatik\u00e1t\u00f3l \u00e9s a karbantart\u00e1st\u00f3l kezdve a p\u00e9nz\u00fcgy\u00f6n \u00e1t a HR-ig.<\/span>\u00a0<\/span><\/p>\n

A munkav\u00e1llal\u00f3i \u00e9lm\u00e9ny jav\u00edt\u00e1s\u00e1nak kulcsa? V\u00e1llalati szolg\u00e1ltat\u00e1smenedzsment<\/span>\u00a0<\/span><\/h2>\n

Annak felismer\u00e9se, hogy az \u00f6sszes szolg\u00e1ltat\u00e1si r\u00e9szlegnek egy\u00fctt kell m\u0171k\u00f6dnie a nagyszer\u0171 munkav\u00e1llal\u00f3i \u00e9lm\u00e9ny biztos\u00edt\u00e1sa \u00e9rdek\u00e9ben, az els\u0151 l\u00e9p\u00e9s annak jav\u00edt\u00e1sa fel\u00e9: Ezt nevezz\u00fck <\/span>v\u00e1llalati szolg\u00e1ltat\u00e1smenedzsmentnek<\/span><\/a>.<\/span>\u00a0<\/span><\/p>\n

A legt\u00f6bb szervezetn\u00e9l az egyes r\u00e9szlegek el\u00e9g j\u00f3l kiszolg\u00e1lj\u00e1k a saj\u00e1t \u00fcgyfeleiket. A dolgok csak akkor v\u00e1lnak zavaross\u00e1, amikor egy h\u00edv\u00e1st vagy k\u00e9r\u00e9st egyn\u00e9l t\u00f6bb csapatnak vagy r\u00e9szlegnek kell kezelnie. Ezek a csapatok gyakran sil\u00f3k\u00e9nt m\u0171k\u00f6dnek. A h\u00edv\u00e1sok a csapatok k\u00f6z\u00f6tt ping-pongoznak, vagy elvesznek a szervizasztalok k\u00f6z\u00f6tt. Nem kifejezetten kellemes munkav\u00e1llal\u00f3i \u00e9lm\u00e9ny.<\/span>\u00a0<\/span><\/p>\n

Ha teh\u00e1t jav\u00edtani szeretn\u00e9d a dolgoz\u00f3i \u00e9lm\u00e9nyt, akkor kezdj akt\u00edvan egy\u00fcttm\u0171k\u00f6dni a karbantart\u00f3-, a HR- vagy az IT-s koll\u00e9g\u00e1kkal. Nem kommunik\u00e1ltok gyakran? Besz\u00e9lgessetek egy b\u00f6gre k\u00e1v\u00e9 mellett. M\u00e1r rendszeresen egy\u00fctt dolgoztok? \u00dclj le egy napra a m\u00e1sik csapattal – sokat fogsz tanulni.<\/span>\u00a0<\/span><\/p>\n

Munkav\u00e1llal\u00f3i \u00fat felt\u00e9rk\u00e9pez\u00e9se<\/span>\u00a0<\/span><\/h2>\n

Egy m\u00e1sik dolog, ami seg\u00edt a munkav\u00e1llal\u00f3i \u00e9lm\u00e9ny jav\u00edt\u00e1s\u00e1ban, az a munkav\u00e1llal\u00f3i \u00fat felt\u00e9rk\u00e9pez\u00e9se. Ez ugyanaz, mint a <\/span>customer journey mapping\/v\u00e1s\u00e1rl\u00f3i \u00fat felt\u00e9rk\u00e9pez\u00e9se<\/span>, csak a koll\u00e9g\u00e1k eset\u00e9ben. Kicsit nehezebb lehet eld\u00f6nteni, hogy az alkalmazottak \u00fatj\u00e1nak melyik r\u00e9sz\u00e9t \u00e9rdemes felt\u00e9rk\u00e9pezni, mivel olyan sok \u00e9rintkez\u00e9si pont van, de v\u00e1lassz egy olyan r\u00e9szt, amelyr\u0151l \u00fagy \u00e9rzed, hogy jav\u00edt\u00e1sra szorul. Esetleg az onboarding folyamat? Vagy a k\u00e9relmek bejelent\u00e9s\u00e9nek folyamata a szervizasztaln\u00e1l?<\/span>\u00a0<\/span><\/p>\n

Ha az alkalmazottak \u00fatja felt\u00e9rk\u00e9pezett, jobban l\u00e1that\u00f3v\u00e1 v\u00e1lnak a szolg\u00e1ltat\u00e1sok haszn\u00e1lat\u00e1val kapcsolatos “pain pontok”. Emellett pedig a fejleszt\u00e9si javaslatok pillanatok alatt eljutnak hozz\u00e1d.<\/span>\u00a0<\/span><\/p>\n

\u00daton az alkalmazottak elk\u00f6telezetts\u00e9ge fel\u00e9<\/span>\u00a0<\/span><\/h2>\n

Ha k\u00f6vetkezetesen j\u00f3 munkav\u00e1llal\u00f3i \u00e9lm\u00e9nyt ny\u00fajtasz, akkor a modern szervezet szent gr\u00e1lj\u00e1hoz juthatsz: elk\u00f6telezett munkav\u00e1llal\u00f3khoz. Ahogy ez az <\/span>infografika<\/span><\/a> is mutatja, a fokozottan elk\u00f6telezett dolgoz\u00f3kkal rendelkez\u0151 v\u00e1llalatok t\u00f6bb ter\u00fcleten is jobban teljes\u00edtenek. Nyeres\u00e9gesebbek, magasabb \u00fcgyf\u00e9l-el\u00e9gedetts\u00e9gi pontsz\u00e1mokat \u00e9rnek el, \u00e9s \u00e1ltal\u00e1ban fel\u00fclm\u00falj\u00e1k versenyt\u00e1rsaikat.<\/span>\u00a0<\/span><\/p>\n

Emeld a k\u00f6vetkez\u0151 szintre a munkav\u00e1llal\u00f3i \u00e9lm\u00e9nyt<\/span>\u00a0<\/span><\/h2>\n

Szeretn\u00e9l t\u00f6bbet megtudni a munkav\u00e1llal\u00f3i \u00e9lm\u00e9nyr\u0151l, m\u00e1s n\u00e9ven a munkaer\u0151-hat\u00e9konys\u00e1gr\u00f3l? Olvasd el ezt az e-bookot, amelyben h\u00e1tt\u00e9rinform\u00e1ci\u00f3kat \u00e9s tippeket tal\u00e1lsz a kezd\u00e9shez.<\/span>\u00a0<\/span><\/p>\n

\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

A munkav\u00e1llal\u00f3i \u00e9lm\u00e9ny m\u00e1r egy ideje nagy n\u00e9pszer\u0171s\u00e9gnek \u00f6rvend az \u00fczleti \u00e9letben. De mi is az a munkav\u00e1llal\u00f3i \u00e9lm\u00e9ny? \u00c9s mi\u00e9rt kellene a szervizr\u00e9szlegeknek t\u00f6r\u0151dni\u00fck vele?\u00a0 A mai versenyhelyzetben a szervezetek felismerik, hogy az \u00fcgyf\u00e9lszolg\u00e1latuk sikere az alkalmazottaik boldogs\u00e1g\u00e1n \u00e9s elk\u00f6telezetts\u00e9g\u00e9n m\u00falik.\u00a0 Mi az a munkav\u00e1llal\u00f3i \u00e9lm\u00e9ny?\u00a0 A munkav\u00e1llal\u00f3i \u00e9lm\u00e9ny mag\u00e1ban foglalja a munkav\u00e1llal\u00f3 szervezeten<\/p>\n","protected":false},"author":1,"featured_media":25959,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_searchwp_excluded":"","inline_featured_image":false,"editor_notices":[],"footnotes":""},"class_list":["post-25950","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry"],"acf":{"blog_author":"","blog_hubspot_cta_link":"","toc_display":"not-visible","blog_promotion_overwrite":false,"blog_promotion":false},"yoast_head":"\nITSM trendek: mi a munkav\u00e1llal\u00f3i \u00e9lm\u00e9ny? | TOPdesk<\/title>\n<meta name=\"description\" content=\"Fedezd fel, mi\u00e9rt fontos a munkav\u00e1llal\u00f3i \u00e9lm\u00e9ny az IT szolg\u00e1ltat\u00e1si r\u00e9szlegek sz\u00e1m\u00e1ra, \u00e9s hogyan befoly\u00e1solja az elk\u00f6telezetts\u00e9get. 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