Open Access

Melissa Isic

• Today, digitalization, and the possibility of being cost-effectively networked worldwide, have a significant impact on many businesses. It is no longer unusual for companies to offer their customer service through a variety of communication channels. Due to increasing customer demand and competition, it is even more important to act strategically to meet all customer needs, including the employees' needs. This thesis aims to determine how Lean Management can contribute to increased workforce efficiency and employee satisfaction in the service sector. Therefore, the current situation in customer service on behalf of the Mercedes-Benz Customer Assistance Center is analysed. This thesis first examines the current internal market situation regarding processes and the well-being of the employees. Based on the surveys conducted, it can be said that Lean Management utilised in bundles can potentially contribute to Customer Service Representatives motivation and increase efficiency. The results show that 50% of the employees do not prefer working on the phone and reveals the current customer service challenges during home office and how they can be counteracted. Additionally, it becomes clear that the employees themselves are the most important, and their satisfaction contributes to the company's overall success. Nevertheless, this thesis is based more on assumptions through theory and the interpretation of the empirical data. It serves more as a recommendation for future action in a leaner way.