Operations manual creation and maintenance for Metso
Ribeiro, Miguel (2024)
2024
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2024051311416
https://urn.fi/URN:NBN:fi:amk-2024051311416
Tiivistelmä
This thesis was commissioned by a global company operating in the fields of technology and services pertaining to the mining, aggregates, recycling, and metal refining industries. The purpose of this thesis is to provide the company with a recommendation as to how to create and maintain a centralized repository/manual for all operational and procedural information to be shared with all the stakeholders.
The author of this thesis conducted an extensive theoretical review pertaining to the subject, providing an ideal structure for this project realization. The manual creation process ideally should be done in four distinct stages and for this project a project manager and several writers should be appointed. In today’s digital world the manual should be provided in an online platform using a LEGO approach. This approach allows for the manual to be constructed with individual “bricks” and these bricks are liable to be changed independently without the need to re-structure the whole document.
Based on the insights gained from the theoretical review the author developed and conducted expert interviews and a questionnaire to draw insights from both upper-level employees and from the general workforce. Both the expert inter-views and the questionnaire revealed unanimous agreement on the necessity of a centralized operational manual for Metso's DMO Quotation and Order Management teams. Participants emphasized the importance of structured project phases, optimal team composition, and iterative refinement processes. Ultimately this project would significantly improve on the current situation, where participants highlighted challenges in accessing information and the need for clarity and consistency in the instructions available.
In the end, the author presents a thorough recommendation on how this project should be undertaken by the company. Initially the company should select the team and define the scope of the creation process with a Gantt chart. Following the actual writing process, a pilot-phase should be carried out with both experienced and newly employed users to refine the document. The whole creation process should take between one and one and a half years with annual revision and updates. The efficiency of the new manual should be followed with key performance indicators such as response times, consistency of outcomes and on-time deliveries.
The author of this thesis conducted an extensive theoretical review pertaining to the subject, providing an ideal structure for this project realization. The manual creation process ideally should be done in four distinct stages and for this project a project manager and several writers should be appointed. In today’s digital world the manual should be provided in an online platform using a LEGO approach. This approach allows for the manual to be constructed with individual “bricks” and these bricks are liable to be changed independently without the need to re-structure the whole document.
Based on the insights gained from the theoretical review the author developed and conducted expert interviews and a questionnaire to draw insights from both upper-level employees and from the general workforce. Both the expert inter-views and the questionnaire revealed unanimous agreement on the necessity of a centralized operational manual for Metso's DMO Quotation and Order Management teams. Participants emphasized the importance of structured project phases, optimal team composition, and iterative refinement processes. Ultimately this project would significantly improve on the current situation, where participants highlighted challenges in accessing information and the need for clarity and consistency in the instructions available.
In the end, the author presents a thorough recommendation on how this project should be undertaken by the company. Initially the company should select the team and define the scope of the creation process with a Gantt chart. Following the actual writing process, a pilot-phase should be carried out with both experienced and newly employed users to refine the document. The whole creation process should take between one and one and a half years with annual revision and updates. The efficiency of the new manual should be followed with key performance indicators such as response times, consistency of outcomes and on-time deliveries.