The main objective of this study was to investigate how it is possible to develop a new customer concept in the middle of a global crisis, in this case the corona pandemic. How can this be done based on the customer needs, in a very short time, and in collaboration between several different government authorities? The primary question I wanted to answer was how employees and leaders communicate in a government collaboration and how they can act and deliver quick results during a crisis. The secondary question was how leadership affects the work. To answer these questions, I conducted a case study on how the project group for verksamt.se Live, in the government cooperation Starting and running a business, developed a new digital customer concept. I conducted qualitative interviews with key people in the project who could give me the information I needed to be able to answer the study's questions. The interview results gave me a picture of the factors that influenced the work with verksamt.se Live. The analysis was based on theories about leadership, crisis communication and decision-making. The material for my research was mainly from books, reports, and various websites, in addition to the interviews themselves. The results of the study show that if organisations work together during a crisis, there are several success factors to consider for the work to be as good as possible. There are also certain things to pay attention to and avoid. In the final analysis, where I discuss the connection to the theory, it shows that it is possible to get a very good result in a short time if the work is done correctly. In conclusion, it comes down to communication, trust, positive feedback, commitment, courage, drive, and having a working method to lean on.
| Identifer | oai:union.ndltd.org:UPSALLA1/oai:DiVA.org:hb-26181 |
| Date | January 2021 |
| Creators | Ruokonen, Lotta |
| Source Sets | DiVA Archive at Upsalla University |
| Language | Swedish |
| Detected Language | English |
| Type | Student thesis, info:eu-repo/semantics/bachelorThesis, text |
| Format | application/pdf |
| Rights | info:eu-repo/semantics/openAccess |
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