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Ketterässä toimintatavassa tiimiytyminen : ja uuden toimintatavan omaksuminen

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Ketterässä toimintatavassa tiimiytyminen : ja uuden toimintatavan omaksuminen

The thesis was commissioned by OP Financial Group, Compensation Services and Special investigation unit. In September 2020 a new team, called Fraud desk, started operating in Investigation Services. The purpose of the team was to co-operate with insurance investigators and claims services teams to verify the damage event in accordance with the compensation conditions. The team members were intended to become multi-skilled allowing the team members to replace each other in dealing with different types of claims. An agile method that was gradually introduced in OP Financial Group supports the team operations.

The goal of this thesis was to describe the adoption process of Agile method and teamwork skills in the Fraud desk unit. At the same time the work highlighted how the team achieved the goals set for it and expanded its expertise. Agile approach is based on Lean method because the Agile team works partly in accordance with Scrum theory, but it also applies Kanban method. Thus, the theories of Lean, Scrum and Kanban were presented in the theoretical framework.

The work was carried out as a qualitative study. During the study, the team activities were observed. In addition to observation, three surveys were conducted for the team using Forms to find out team members' opinions on competence expanding, agile approach and teaming up forms and the name of a person usually comes before the title. The following persons were interviewed for the thesis: Mika Kivistö, Head of Special Investigations Unit of the team and Satu Puhakka, Risk Specialist, as well as Silja Koski, Agile Coach of the team. The interviews have been unpacked inside the theoretical reference.

Based on the surveys and observations made about the team members, the team is well teamed up and acts in a self-driving manner in accordance with an agile approach using Kanban. In connection with the expansion of competence an Excel base for the team was made intended to be used an Excel base for the team, which is intended to be used as a personal knowledge profile.

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