Improving Customer Change and Project Scope Management in Order-To-Delivery Process
Lappalainen, Joel (2022)
2022
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-202205159344
https://urn.fi/URN:NBN:fi:amk-202205159344
Tiivistelmä
The objective of the study is to recommend improvements for the processing of customer change requests in the case company. The case company production unit sees increasing levels of order intake, and with that an increasing workload for the personnel handling the change requests. Currently, the customer change requests are handled by individual project managers of order-to-delivery projects, with no unified methods or process in place to back up their efforts. With an increasing order volume there is a risk that handling of change requests experiences a turn for worse. The business problem is that poor customer change request handling causes issues and disturbances in the production unit order-to-delivery process.
The study uses qualitative methods for process performance analysis and stakeholder interviews to analyze the current state of the organization and the customer request handling. The main source of data is personnel interviews and feedback from main stakeholders.
The study consists of four stages. The first stage is a current state analysis (CSA), in which a set of multiple individual interviews are conducted, resulting in the strengths and weaknesses of the customer request handling process and methods. The second stage is a literature review of the existing knowledge and best practices, based on the identified weakness areas, and the outcome is them compiled into the conceptual framework (CF). The third stage is a co-creation of the initial recommendations for the customer change request handling methods and related processes. The fourth and last stage of the study is validating the initial recommendations by the members of the operating unit’s executive board. The outcome of the study is validated recommendations for improving the customer change request handling, including a set of best practices and implementation plans for future development and managing the weakness areas found in CSA.
The study uses qualitative methods for process performance analysis and stakeholder interviews to analyze the current state of the organization and the customer request handling. The main source of data is personnel interviews and feedback from main stakeholders.
The study consists of four stages. The first stage is a current state analysis (CSA), in which a set of multiple individual interviews are conducted, resulting in the strengths and weaknesses of the customer request handling process and methods. The second stage is a literature review of the existing knowledge and best practices, based on the identified weakness areas, and the outcome is them compiled into the conceptual framework (CF). The third stage is a co-creation of the initial recommendations for the customer change request handling methods and related processes. The fourth and last stage of the study is validating the initial recommendations by the members of the operating unit’s executive board. The outcome of the study is validated recommendations for improving the customer change request handling, including a set of best practices and implementation plans for future development and managing the weakness areas found in CSA.