Integrating Document Management with Business Processes through Service Management
Pukki, Virve (2024)
2024
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2024051411592
https://urn.fi/URN:NBN:fi:amk-2024051411592
Tiivistelmä
This study focuses on improving the document management process within the Case Company. Its primary aim is to integrate document management seamlessly into the organization's business processes, clarifying the scope and responsibilities of document management through the ITIL service management framework.
Utilizing the applied action research method involved gathering data through stakeholder interviews, studying relevant literature, and validating findings through workshops. During the Current State Analysis, various weaknesses were identified in the existing document management process, which led to the recognition of three main root causes impacting the entire process. To address these root causes, best practices and ideas were collected during the Literature Research.
To improve the integration of document management with business processes and to clarify the scope of documents to be managed and the associated responsibilities, guidelines were developed and presented for validation and further implementation within the company.
Overall, this study provides a comprehensive understanding of the relationship between document management and business processes and service management principles. By addressing these key areas, the study presents ideas and proposals for effectively utilizing document management to improve organizational efficiency and effectiveness.
Utilizing the applied action research method involved gathering data through stakeholder interviews, studying relevant literature, and validating findings through workshops. During the Current State Analysis, various weaknesses were identified in the existing document management process, which led to the recognition of three main root causes impacting the entire process. To address these root causes, best practices and ideas were collected during the Literature Research.
To improve the integration of document management with business processes and to clarify the scope of documents to be managed and the associated responsibilities, guidelines were developed and presented for validation and further implementation within the company.
Overall, this study provides a comprehensive understanding of the relationship between document management and business processes and service management principles. By addressing these key areas, the study presents ideas and proposals for effectively utilizing document management to improve organizational efficiency and effectiveness.