Process Improvement Analysis of Sysmex dealership in Roche Diagnostics Oy

Abstract

This thesis is a process improvement analysis of operational work processes used to manage a global dealership contract in a Finnish company. It aims to improve the efficiency of the workflow, ensure policy compliancy and identify and reduce risks embedded in the process. The changes suggested to the processes also consider minimizing the differences between other processes.

The thesis is as a practical development project and is highly pragmatic. Its deliverables are detailed process description at its current state, change plan and change control document.

The scope of the research is limited to the work performed by the Order Management Coordinator responsible of Sysmex dealership management and further limited to few relevant product groups. The process flow starts from forecasting purchases and continues in their procurement, warehousing and delivery. The process is first described as it is currently, followed by qualitative research on possible improvement areas and concludes in description of suggested changes to the process.

The research utilizes relevant operations management and process management techniques and theory. Main approach is that process is analysed in greatest detail and visualised by using flowcharts.