Improving the Ticketing Process of the Case Company
Tolvanen, Suvi (2023)
2023
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-202305109065
https://urn.fi/URN:NBN:fi:amk-202305109065
Tiivistelmä
The objective of this study was to improve the ticketing process of the case company. The ticketing process did not provide entirely desirable and accurate data to produce valuable analysis directly. This study was targeted to find strengths and weaknesses in the ticketing process.
The research design of this study consisted of four stages. The first stage covered the current state analysis, the second stage covered the conceptual framework, the third stage covered the initial improvement recommendations and the final stage covered the validation of the initial improvement recommendations.
The choices of this study grounded on the research plan and data analysis plan. The first data collection consisted of strengths and weaknesses of the ticketing process. According to the current state analysis, communication related matters were selected as the key strengths and weaknesses of this study. The conceptual framework was built on communication including three elements: documentation, training and channel. The second data collection consisted of initial improvement recommendations and the third the validation of the recommendations.
After the validation, approved improvements were implemented in the production use. Implementing means that the final improvements were delivered to the process management team for them to use when there is an opportunity.
The outcome of this study is an improved ticketing process. The implemented improvements had a direct impact on communication related weaknesses and may have a positive impact on other weaknesses in the ticketing process. In the best scenario, this study will enable a more communicative culture in the case company.
The research design of this study consisted of four stages. The first stage covered the current state analysis, the second stage covered the conceptual framework, the third stage covered the initial improvement recommendations and the final stage covered the validation of the initial improvement recommendations.
The choices of this study grounded on the research plan and data analysis plan. The first data collection consisted of strengths and weaknesses of the ticketing process. According to the current state analysis, communication related matters were selected as the key strengths and weaknesses of this study. The conceptual framework was built on communication including three elements: documentation, training and channel. The second data collection consisted of initial improvement recommendations and the third the validation of the recommendations.
After the validation, approved improvements were implemented in the production use. Implementing means that the final improvements were delivered to the process management team for them to use when there is an opportunity.
The outcome of this study is an improved ticketing process. The implemented improvements had a direct impact on communication related weaknesses and may have a positive impact on other weaknesses in the ticketing process. In the best scenario, this study will enable a more communicative culture in the case company.