Implementing MCCS Crusher product line into Salesforce system : lean projects in B2B services
Laukkanen, Anna (2022)
2022
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-202204135135
https://urn.fi/URN:NBN:fi:amk-202204135135
Tiivistelmä
The purpose of this work was to measure and analyze efficiency or processing customer requests in the point of view of accelerating processing and having more diverse data. Work was done along Metso Outotec Crusher product line’s processing reorganization. Changes in efficiency were studied by measuring weekly count and rolling four-week average for two 20-week test periods; one before and one after project of implementing cases into Salesforce. After this, data was compared not only by numeric count but also by diversity of data provided.
MCCS crusher product line is a part of Metso Outotec product support services. In modern business environment improving efficiency and flow of the processing is essential for surviving in competition. MCCS product line renewed processing requests by implementing email-based workflow into Salesforce system to improve collecting data and search properties.
Lean-philosophy and Six Sigma-principle are both widely used in projects targeted to improving process flow. Core idea of Lean is to reduce waste and improve value in process. In 6 Sigma thinking, target is to increase value of the process by executing project steps that measure and improve process flow. Constant improvement of efficiency is essential according to both philosophies and developing better ways to work should never be stopped.
Overall implementing process has had positive effect to MCCS crusher PL after launching was executed, yet before that point progress done in creating new system left a lot to hope for, mainly because launching was three months late.
Results shoved that product line employees adapted new workflow well and standard deviation between weekly count of cases remained in same level. Total count of cases reduced after implementation which can be explained by reduction in amount of non-relevant cases and customers still getting used to addressing new e-mail.
Most significant advantage in new process flow is collecting more diverse data in real time onto Power BI dashboard. Versatile graphic data eases detecting changes and points of development.
MCCS crusher product line is a part of Metso Outotec product support services. In modern business environment improving efficiency and flow of the processing is essential for surviving in competition. MCCS product line renewed processing requests by implementing email-based workflow into Salesforce system to improve collecting data and search properties.
Lean-philosophy and Six Sigma-principle are both widely used in projects targeted to improving process flow. Core idea of Lean is to reduce waste and improve value in process. In 6 Sigma thinking, target is to increase value of the process by executing project steps that measure and improve process flow. Constant improvement of efficiency is essential according to both philosophies and developing better ways to work should never be stopped.
Overall implementing process has had positive effect to MCCS crusher PL after launching was executed, yet before that point progress done in creating new system left a lot to hope for, mainly because launching was three months late.
Results shoved that product line employees adapted new workflow well and standard deviation between weekly count of cases remained in same level. Total count of cases reduced after implementation which can be explained by reduction in amount of non-relevant cases and customers still getting used to addressing new e-mail.
Most significant advantage in new process flow is collecting more diverse data in real time onto Power BI dashboard. Versatile graphic data eases detecting changes and points of development.