Method analysis of service process in case company Z
Korkalainen, Timo-Pekka (2019)
2019
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Julkaisun pysyvä osoite on
http://urn.fi/URN:NBN:fi:amk-2019111821494
http://urn.fi/URN:NBN:fi:amk-2019111821494
Tiivistelmä
This Bachelor’s thesis concentrated on the process analysis of the case company, using SAP data and comparing it with the current service process of the company.
The case company is this study was a multinational publicly listed company that operates in field of building technologies. The company HQ and most of its support services are located in the metropolitan area of Helsinki.
The objective for this quantitative study was to find the current state of the case company’s maintenance service process map through observations and SAP analysis and to find out if the process is compliant with the company’s new strategy. As the maintenance service process is the same in the entire company, all improvement points can be multiplied to extend to international business units.
The author of this study was in a key position to evaluate the process and performance. Therefore the analysis contains information that would have been otherwise inaccessible for study and analysis. The main data used for this thesis included company’s SAP data and first hand observations by the author.
The SAP data and the maintenance service process were evaluated carefully so that no con-fidential information was disclosed and the data and service process are only referred to on a general level or through information that is publicly accessible due to Finnish legislation con-cerning publicly listed companies.
The process analysis was implemented by using tools such as a method study based on principles of motion economy and validated by using the DMAIC process tool. The analysis included critically observing the current process and recording all known factors from the pro-cess under evaluation. After all factors were recorded, the process went through a multiple stage analysis and was finally compared against the SAP data previously collected and refined.
The results of the SAP analysis indicated that the current process or service performance is not entirely supporting the company strategy and the study identified some possible causes for that. This indicates that the process of the company is not compliant with the strategy.
The outcome of this study is the acknowledgement that the current maintenance service pro-cess and performance are not compliant with the company strategy
The case company is this study was a multinational publicly listed company that operates in field of building technologies. The company HQ and most of its support services are located in the metropolitan area of Helsinki.
The objective for this quantitative study was to find the current state of the case company’s maintenance service process map through observations and SAP analysis and to find out if the process is compliant with the company’s new strategy. As the maintenance service process is the same in the entire company, all improvement points can be multiplied to extend to international business units.
The author of this study was in a key position to evaluate the process and performance. Therefore the analysis contains information that would have been otherwise inaccessible for study and analysis. The main data used for this thesis included company’s SAP data and first hand observations by the author.
The SAP data and the maintenance service process were evaluated carefully so that no con-fidential information was disclosed and the data and service process are only referred to on a general level or through information that is publicly accessible due to Finnish legislation con-cerning publicly listed companies.
The process analysis was implemented by using tools such as a method study based on principles of motion economy and validated by using the DMAIC process tool. The analysis included critically observing the current process and recording all known factors from the pro-cess under evaluation. After all factors were recorded, the process went through a multiple stage analysis and was finally compared against the SAP data previously collected and refined.
The results of the SAP analysis indicated that the current process or service performance is not entirely supporting the company strategy and the study identified some possible causes for that. This indicates that the process of the company is not compliant with the strategy.
The outcome of this study is the acknowledgement that the current maintenance service pro-cess and performance are not compliant with the company strategy