The purpose of this thesis was to concentrate on OP Group’s orientation process in the non-life insurance services department and to build a highquality and functional orientation plan. The aim of this study was to find out about the existing orientation plan, how orientation affects productivity and efficiency, what are the most important factors in successful orientation and how the customer experience can be considered in orientation.

This study combines both qualitative and quantitative research. The research method uses the existing framework of reference and the survey of the current state of orientation. The survey was conducted in the autumn of 2016. The quantitative study consisted of two surveys, one for trainers and the other for learners. Invitations were sent to a total of 49 people. The trainer’s survey gave the response rate of 60 percent and the learner’s survey of 62 percent. The survey showed that the quality of orientation is already good. The targets for development included the lack of time and materials, quality control, feedback and support and revision after training.

Based on this research it can be stated that orientation has a significant impact in productivity and well-being of the employees, which in turn affect the success of the company. There has to be arranged enough time for the orientation, so the goals and benefits are realized. In the worst case, a hasty training session can reduce the enthusiasm and motivation of employees and contribute to the emergence of errors and negative customer experience. Good and up-to-date plans can minimize the time needed for the preparation of orientation. According to the findings, more attention should also be paid to the orientation materials. Based on this study, an induction manual for orientation as well as a meter of learning success will be compiled. The induction manual aims to provide practical tips to trainers and the aim of the meter of learning success is to facilitate and harmonize the evaluation of knowledge after training.