Proposal to Improve the Project Management Communication Process with the Customer in Intralogistics
Al-Ithawi, Mustafa (2025)
2025
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-202505048926
https://urn.fi/URN:NBN:fi:amk-202505048926
Tiivistelmä
In this study, the focus was on proposing improvements to the communication process between the project department and the customer for the case company. The communication process lacked standardization in the past. This led to confusion between departments, especially when a different project manager had to take over an existing project or manage another project for the same customer. The study used qualitative methods, including stakeholder interviews, document analyses, literature review and co-creation workshops, chosen specifically to apply practical, stakeholder-informed proposals.
The study revealed issues such as a lack of standardized communication models, templates, and protocols across the project management department. To propose improvements to the process, relevant literature was first reviewed to develop a conceptual framework. This framework then served as the basis for the co-creation and validation workshops, which aimed to generate a proposal for improving the case company’s communication process with its customers.
The outcome of this thesis is a proposal for improvements to the communication process between the project department of the case company and the customer. It can help the case company to improve efficiency and thus increase customer satisfaction.
The study revealed issues such as a lack of standardized communication models, templates, and protocols across the project management department. To propose improvements to the process, relevant literature was first reviewed to develop a conceptual framework. This framework then served as the basis for the co-creation and validation workshops, which aimed to generate a proposal for improving the case company’s communication process with its customers.
The outcome of this thesis is a proposal for improvements to the communication process between the project department of the case company and the customer. It can help the case company to improve efficiency and thus increase customer satisfaction.