Lean Design for an Online Banking Service
Lehtimäki, Topias (2019)
2019
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2019061416968
https://urn.fi/URN:NBN:fi:amk-2019061416968
Tiivistelmä
The purpose of this thesis is to find a way how to improve the service quality provided by the principal’s digital signature platform. There are two key objectives ‒ to reduce the principal’s promise to serve from three days to one, and to introduce a method for urgent cases to be handled before non-urgent cases.
By its nature, the thesis is a qualitative case study. It makes use of Lean thinking and improvement tools. Quantitative data was collected from the company’s IT systems to support the analysis. Qualitative data was collected with an unstructured interview with the responsible service manager, but also by participant observation of the author.
It was found out that there was in fact not so much that had to be changed in the working processes. Rather, the question became about dedicating enough employee resources to be able to withhold the new service level. The matter of priority tasks can be solved with technologies already used by the principal.
The findings indicate that there is a need to redesign how to collect data in real-time about the principal’s performance. This real-time information should then be used in forecasting daily demand, and in allocating just-enough labour for the amount of work.
This version of the thesis contains only the information that was deemed undis-closed, publishable content.
By its nature, the thesis is a qualitative case study. It makes use of Lean thinking and improvement tools. Quantitative data was collected from the company’s IT systems to support the analysis. Qualitative data was collected with an unstructured interview with the responsible service manager, but also by participant observation of the author.
It was found out that there was in fact not so much that had to be changed in the working processes. Rather, the question became about dedicating enough employee resources to be able to withhold the new service level. The matter of priority tasks can be solved with technologies already used by the principal.
The findings indicate that there is a need to redesign how to collect data in real-time about the principal’s performance. This real-time information should then be used in forecasting daily demand, and in allocating just-enough labour for the amount of work.
This version of the thesis contains only the information that was deemed undis-closed, publishable content.