Case Study:Case Study:

UNIC-Services LtdUNIC-Services Ltd

UNIC-Services LtdUNIC-Services Ltd

Established in 1993 by IT Saara Remes-Established in 1993 by IT Saara Remes-UlkunniemiUlkunniemi

The company offers training services The company offers training services across the whole of Finlandacross the whole of Finland

16 employees, with an extra 4 employees 16 employees, with an extra 4 employees who work for according to the company’s who work for according to the company’s needsneeds

More details about Unic- ServicesMore details about Unic- Services

The company’s average age is The company’s average age is approximately 35approximately 35 and employees are and employees are mostly womenmostly women

In recent years the company’s labour force In recent years the company’s labour force has increased by close to 40 % and its has increased by close to 40 % and its turnover has tripledturnover has tripled

Stress Factors (owner and Stress Factors (owner and management of the companyt)management of the companyt)

Uncertainty connected with the company’s Uncertainty connected with the company’s operationsoperations

Difficulty to predict personnel requirements Difficulty to predict personnel requirements (fluctuating workload)(fluctuating workload)

Increased demands of customersIncreased demands of customers CompetitionCompetition Continuous changeContinuous change

Stress Factors (Stress Factors (the company’s the company’s staff’s) staff’s)

The nature of company activitiesThe nature of company activities Customers and the operational Customers and the operational

environmentenvironment Compatibility of personal and professional Compatibility of personal and professional

lifelife Uncertainty and continuous difficulties with Uncertainty and continuous difficulties with

making predictionsmaking predictions Long working hoursLong working hours and business trips and business trips

More stress factors More stress factors

A threat of physical violence connected to A threat of physical violence connected to the work the work

Working aloneWorking alone Work loadWork load Large amount of work (occasionally)Large amount of work (occasionally)

What are the main problems that can be identified in this SME?

How do management and personnelstress factors differ from each other?

In what way can customers affectthe increase of work related stress?

In what way does uncertainty concerningjob security affect an individual?

Risk assessment methodology and Risk assessment methodology and implementationimplementation

A quality development projectA quality development project ISO 9001:2000 quality system and ISO 9001:2000 quality system and

personnel related issues in internal auditspersonnel related issues in internal audits Personnel meetings Personnel meetings A personnel questionnaire (QPS Nordic)A personnel questionnaire (QPS Nordic) Open dialog inside the company (the Open dialog inside the company (the

company’s culture)company’s culture)

What was the importance of thecompany’s culture in the risk assessment?

What are the benefits of comparingthe questionnaire carried out in the workcommunity to other companies in thesame field?

Prevention and intervention Prevention and intervention techniquestechniques

Open communication between members Open communication between members of staffof staff

Investment to communication equipments Investment to communication equipments (mobile phones, wireless computer (mobile phones, wireless computer connections)connections)

Internal networkInternal network Role of team leaders (service producers)Role of team leaders (service producers) Organizational structure Organizational structure

Prevention and intervention Prevention and intervention techniquestechniques

Systematically collected internal feedbackSystematically collected internal feedback Team meetingsTeam meetings A personnel profile for every employeeA personnel profile for every employee Face to face discussions between Face to face discussions between

employees and the personnel manageremployees and the personnel manager Policy of flexibilityPolicy of flexibility ( (in scheduling holiday in scheduling holiday

times, moving days off and bank holidays times, moving days off and bank holidays together to give longer rest periods, together to give longer rest periods, flexible work times)flexible work times)

What good work related stress managementpractices can you recognise in Unic-Servicesway of operating?

What is your perception of these goodpractices, which could benefit your ownwork community?

Why is support from colleagues soimportant in situations of work stress?

Evaluation of risk management Evaluation of risk management

process and interventionprocess and intervention company has established different ways to company has established different ways to

recognise stress factors, (discussions, recognise stress factors, (discussions, meetings, feedback, common time meetings, feedback, common time together, quality assurance work) > Good together, quality assurance work) > Good example 1example 1

The company has succeeded to partly The company has succeeded to partly integrate risk assessments into the integrate risk assessments into the company’s normal operations > Good company’s normal operations > Good example 2example 2

continuous improvement operations model continuous improvement operations model also in relation to personnel affairsalso in relation to personnel affairs > Good > Good example 3example 3

ISO ISO 9001:2000 quality programme9001:2000 quality programme as a as a tool in managing stress at work > Good tool in managing stress at work > Good example 4example 4

What kind of indicators would assess work related stress in work communities?

How could the appraisal results be handled?

What benefit is the quality programme to personnel and the personnel’s ability to cope?

Thank you!