Developing a Conceptual Field Service Process for an ERP System in a Case Company
Borgström, Christian (2023)
2023
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-202302072135
https://urn.fi/URN:NBN:fi:amk-202302072135
Tiivistelmä
The objective of this work was to establish a conceptualized process for field service, to be used outside the thesis, as a basis for a supporting ERP system. The outcome is a conceptualized process.
The case company implemented a new ERP system about three years earlier, but some of the application’s useful features remained unused and some of the used modules were not customized.
The thesis started with researching process development literature. In this thesis, the conceptual framework was built around Lean tools that could be used in this project.
After the conceptual framework, a current state analysis was carried out by interviewing several ERP users in the organization in different roles. From the interviews a broad picture of the current state was gathered and the weaknesses in the process and ERP system were identified.
The initial proposal for the conceptualized process and ERP system improvements was cocreated together with the stakeholders. After validating the proposal, feedback was collected from the ERP users. This was used for fine tuning the final proposal.
This study was important for the company, as a clear picture of the current state was missing, and there was no conceptualized field service process. With the improvements, some major bottlenecks were removed, and the end-to-end process is flowing smoother.
The case company implemented a new ERP system about three years earlier, but some of the application’s useful features remained unused and some of the used modules were not customized.
The thesis started with researching process development literature. In this thesis, the conceptual framework was built around Lean tools that could be used in this project.
After the conceptual framework, a current state analysis was carried out by interviewing several ERP users in the organization in different roles. From the interviews a broad picture of the current state was gathered and the weaknesses in the process and ERP system were identified.
The initial proposal for the conceptualized process and ERP system improvements was cocreated together with the stakeholders. After validating the proposal, feedback was collected from the ERP users. This was used for fine tuning the final proposal.
This study was important for the company, as a clear picture of the current state was missing, and there was no conceptualized field service process. With the improvements, some major bottlenecks were removed, and the end-to-end process is flowing smoother.