Improving Service Design & Service Transition Phases of Service Management System
Nylund, Alex (2016)
Metropolia Ammattikorkeakoulu
2016
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201605198595
https://urn.fi/URN:NBN:fi:amk-201605198595
Tiivistelmä
The objective of this thesis is to propose improvements to the Service Design and Service Transition phases in the Service Management System of the case company. The proposed improvements aim to get the maximum benefit from the perspective of the production. Therefore, all commercial matters are left out of the scope of this study.
This study was conducted using action research method. When this study was initiated, the most important development area was not known. Strengths and weaknesses of the case company regarding the Service Design and Service Transition were found through current state analysis, and the lack of Operative Service Transition Model was chosen as the focal weakness for this study. Conceptual framework of Service Design and Service Transition was compiled after studying the best practice. This framework was used to build the initial and final proposal of this study.
The most important output of this thesis is the Operative Service Transition Model, which consists of two documents. The first document illustrates the Service Design and Service Transition in parallel in the case company. The second document lists all operative requirements that must be met before a new service is approved for sales.
When the proposed model is introduced in the case company, it is expected to have a positive impact in providing services to customers. This effect stems from the fact that with this model the provided services are more systematically designed and transitioned. Therefore, the amount of service-specific operational activities is reduced.
This study was conducted using action research method. When this study was initiated, the most important development area was not known. Strengths and weaknesses of the case company regarding the Service Design and Service Transition were found through current state analysis, and the lack of Operative Service Transition Model was chosen as the focal weakness for this study. Conceptual framework of Service Design and Service Transition was compiled after studying the best practice. This framework was used to build the initial and final proposal of this study.
The most important output of this thesis is the Operative Service Transition Model, which consists of two documents. The first document illustrates the Service Design and Service Transition in parallel in the case company. The second document lists all operative requirements that must be met before a new service is approved for sales.
When the proposed model is introduced in the case company, it is expected to have a positive impact in providing services to customers. This effect stems from the fact that with this model the provided services are more systematically designed and transitioned. Therefore, the amount of service-specific operational activities is reduced.