Information flows in customer-oriented service development process
Jalonen, Marika (2013)
Lahden ammattikorkeakoulu
2013
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201305056316
https://urn.fi/URN:NBN:fi:amk-201305056316
Tiivistelmä
The aim of this thesis is to demonstrate the importance of information sharing and communication in the service development process in order to ensure that the customer expectations are commonly understood.
The study examines how the stakeholders are behaving in a service development process environment and how the process is supporting flows of information across functions within the case company.
The aim is to gain an understanding of the current state of the information flows in the service development process in the case company and to identify improvement areas and methods to remove the information flow barriers between the stakeholders.
In order to support the empirical part of the thesis the theoretical framework discusses two main concepts: customer-oriented service development and organizational information management, which are closely related.
This thesis has characteristics of a case study as it investigates a service development process and its information flows in a case company. The emphasis is to gain understanding of the object through meaningful data gathering from different sources and in the case study the data collecting methods are observation, written material analysis and unstructured interview.
This study provides an insight on the service development process from the perspective of information flow by demonstrating the state of the information sharing and communication between the stakeholders.
The study examines how the stakeholders are behaving in a service development process environment and how the process is supporting flows of information across functions within the case company.
The aim is to gain an understanding of the current state of the information flows in the service development process in the case company and to identify improvement areas and methods to remove the information flow barriers between the stakeholders.
In order to support the empirical part of the thesis the theoretical framework discusses two main concepts: customer-oriented service development and organizational information management, which are closely related.
This thesis has characteristics of a case study as it investigates a service development process and its information flows in a case company. The emphasis is to gain understanding of the object through meaningful data gathering from different sources and in the case study the data collecting methods are observation, written material analysis and unstructured interview.
This study provides an insight on the service development process from the perspective of information flow by demonstrating the state of the information sharing and communication between the stakeholders.