Improving the Solution Generation Process of an ICT Service Company

Abstract

This study concentrates on improving the solution generation process as part of the sales process in the case company. This improvement is needed for meeting the requirements the current markets set for satisfying rapidly changing customer needs. The key target is to develop a more efficient solution generation process primary in Finland, but the developed process should also provide the opportunity to be adopted in the whole Nordic region of the case company. Additionally, this process should meet the requirements of the global compatibility with other units of the case company and be seamlessly integrated into its global customer engagement operations.

The research strategy chosen for this study is a case study. The data is collected from multiple sources including interviews, workshops and the case company internal documentation. The interviewees and the participants of the workshops are chosen to present the deep knowledge of the phenomenon within the case company.

As a result a new solution generation process is proposed to be applied in the Finnish country organisation of the case company. This proposal includes some new activities that have not been part of this process previously. It is expected that these new activities would increase the quality of the solutions and lower the risks involved because of more disciplined risk management. The information collected and the analysis conducted give useful information about the process, people and tools used in the process, so that the case company benefits from the results of this Thesis regardless of the implementation of the proposed process.