Digitalization Consulting for SMEs : Digitalization Maturity Assessment Framework
Paloharju, Niko Akseli (2023)
2023
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-202302242797
https://urn.fi/URN:NBN:fi:amk-202302242797
Tiivistelmä
The focus of this thesis was to develop a framework for digitalizing clients´ business processes in SME context. The case company was Primanet Oy, which wanted to find repeatable and easy to use framework for the consultants to use.
The study was conducted using applied action research methodology. The study gathered data via three rounds of data collection from the interviews, experience stories and workshops. The first round of data collection was done for the current state analysis and identified strengths and weaknesses of the current ways of working in the case company. In the second round of data collection, a series of workshops were held to formulate the proposal for the framework. The proposal combined the results of data analysis with the information and best practices of the industry found during the literature search. In the third round of data collection, the proposal was piloted and validated.
The proposed framework provides a process for the case company´s consultants to handle SME clients in a unified way. The framework consists of five distinct phases: Assessing digital maturity, Analysis review with the client, Suggestions for improvement, Digitalization projects, and Impact measurement. These phases follow each other to allow the client to run through the Digitalization Maturity Assessment with the consultant, to get the improvement recommendations derived from the assessment, to implement digitalization projects based on those recommendations, and to get a measurement if the project has succeeded in delivering results. The framework is also designed to be cyclical, so after “Impact measurement” the consultant can return to “Analysis review with the client” to keep the process going continuously.
The tools and methods introduced in the framework are not new, as they have been in use in larger enterprises. However, for SMEs this framework enables the use of the same tools on a smaller scale. At the time of the writing, the framework is in use in the case company to provide digitalization benefits for the SME sector. It has opened a new channel between the case company and the clients.
The study was conducted using applied action research methodology. The study gathered data via three rounds of data collection from the interviews, experience stories and workshops. The first round of data collection was done for the current state analysis and identified strengths and weaknesses of the current ways of working in the case company. In the second round of data collection, a series of workshops were held to formulate the proposal for the framework. The proposal combined the results of data analysis with the information and best practices of the industry found during the literature search. In the third round of data collection, the proposal was piloted and validated.
The proposed framework provides a process for the case company´s consultants to handle SME clients in a unified way. The framework consists of five distinct phases: Assessing digital maturity, Analysis review with the client, Suggestions for improvement, Digitalization projects, and Impact measurement. These phases follow each other to allow the client to run through the Digitalization Maturity Assessment with the consultant, to get the improvement recommendations derived from the assessment, to implement digitalization projects based on those recommendations, and to get a measurement if the project has succeeded in delivering results. The framework is also designed to be cyclical, so after “Impact measurement” the consultant can return to “Analysis review with the client” to keep the process going continuously.
The tools and methods introduced in the framework are not new, as they have been in use in larger enterprises. However, for SMEs this framework enables the use of the same tools on a smaller scale. At the time of the writing, the framework is in use in the case company to provide digitalization benefits for the SME sector. It has opened a new channel between the case company and the clients.