The purpose of this thesis was to conduct a process knowledge survey at Ruukki Finance Services (RFS), Hämeenlinna. RFS is the service center of Rautaruukki Oyj. The aim was to examine the personnel’s current and future know-how levels and possible targets for development. The subjects of the survey were the following processes: purchase invoices managing process, credit controlling process and sales receivables managing process including debt collection process.

The theoretical part of the thesis deals with the processes both from the general aspect and from the aspect of RFS. The theoretical basis also presents issues related to personnel development. The sources of information were found in trade literature and the internal network database of Rautaruukki Oyj. The research problems were to study how well the personnel know the processes at the moment and how well they should know the processes in their own opinion. Moreover, another research problem was to examine if the personnel would like to have further training in the processes and how it would be executed.

The research method of the study was quantitative. The information was gathered by a structured questionnaire and the data were analyzed statistically. The current and target levels of the personnel’s know-how were found out as a result of the knowledge survey. After comparing the levels, the targets for development were revealed.

According to the results of the research, the personnel of RFS have some targets for development concerning the credit controlling process and sales receivables managing process. At the same time, the current level of know-how in the purchase invoices managing process meets the target level of know-how. With the help of the study, the client can create and execute development plans for the personnel.