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  • How can Atos improve the business performance regarding customer Boehringer Ingelheim?
    Publication . Woudt, Tobias; Gomes, Luis Soromenho
    Atos is a French multinational and a global leader in digital transformation with over 120.000 employees in 73 countries and an annual revenue of around € 11 billion. It specializes in hi-tech transactional services, unified communications, cloud, big data and cybersecurity. Atos Canarias is one of the 8 Atos Global Delivery Centers (GDC) of Atos and based in Santa Cruz de Tenerife, Canary Islands, Spain. Atos GDC Canarias provides computer related services and consulting. The company grew from 20 employees in 2007 to more than 800 employees in 2019. Additionally, Atos GDC Canarias is an international service desk and supports more than 120 clients in 14 languages. The Atos Global Delivery Center is providing the IT (Information Technology) services for the German multinational Boehringer Ingelheim with 125 agents from 4 different GDC’s in respectively Manila (Philippines), Chengdu (China), Bydgoszcz (Poland) and Tenerife (Spain). The service desk performance of Atos GDC regarding customer Boehringer Ingelheim is degrading and the goal is to improve the service desk performance. A qualitative research method together with a descriptive design is used to analyze the service desk performance of Atos GDC concerning one of their most important customers; Boehringer Ingelheim. Boehringer Ingelheim is a German pharmaceutical company. After using the key performance indicators and identifying all possible causes in the Ishikawa diagram the shortage of staff members is identified as the main cause of the problem. The staffing problem concerns the German and English-speaking agents spread over the locations Atos GDC Canarias, Atos GDC Poland and Atos GDC Philippines. The knowledge, quality and efficiency of the agents turn out to be proficient. Possible solutions for Atos GDC are focusing on online presence through social media to be more attractive for potential employees. Besides this, Atos GDC has several options to recruit potential employees (online) through expat communities, tourists, mobility programs and career sites.
    2020-07-22Master thesis Open access Show more