Improving the Quotation Process of an After-Sales Unit
Matilainen, Janne (2013)
Matilainen, Janne
Metropolia Ammattikorkeakoulu
2013
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201305168855
https://urn.fi/URN:NBN:fi:amk-201305168855
Tiivistelmä
The purpose of this study was to model and analyze the quotation process of area managers at a global company. Process improvement requires understanding the fundamentals of the process.
The study was conducted a case study. Data comprised of internal documentation of the case company, literature, and semi-structured, themed interviews of process performers and stakeholders. The objective was to produce model of the current state of the process. The focus was to establish a holistic view of the roles and overall composition of the pro-cess. The analysis of the current state utilized principles of business process management. The identified challenges were evaluated by their criticality to produce a condensed body for the analysis. Each challenge was addressed individually against theories of process improvement. The study progressed iteratively. The output was a list of suggested improvement points with appropriate methods of achieving the desired changes.
It was found that processes are utilitarian and effective, but require planning and continuous improvement. The intra-connectedness of multiple processes forms complex entities, thus validating the need for business process management. The transformation of business strategy requires reformations in the everyday functions and processes. This study aims to bridge the successful processes of today with those in the strategic scope of the future.
The study has use as an informative document to communicate the purpose and structure of the process. The findings of the study received confirmation from the results of a yearly customer survey and a concurrent operational improvement project.
The study was conducted a case study. Data comprised of internal documentation of the case company, literature, and semi-structured, themed interviews of process performers and stakeholders. The objective was to produce model of the current state of the process. The focus was to establish a holistic view of the roles and overall composition of the pro-cess. The analysis of the current state utilized principles of business process management. The identified challenges were evaluated by their criticality to produce a condensed body for the analysis. Each challenge was addressed individually against theories of process improvement. The study progressed iteratively. The output was a list of suggested improvement points with appropriate methods of achieving the desired changes.
It was found that processes are utilitarian and effective, but require planning and continuous improvement. The intra-connectedness of multiple processes forms complex entities, thus validating the need for business process management. The transformation of business strategy requires reformations in the everyday functions and processes. This study aims to bridge the successful processes of today with those in the strategic scope of the future.
The study has use as an informative document to communicate the purpose and structure of the process. The findings of the study received confirmation from the results of a yearly customer survey and a concurrent operational improvement project.