Delivery management process evaluation and improvement through a survey
Vilkova, Evgeniia (2025)
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2025060520742
https://urn.fi/URN:NBN:fi:amk-2025060520742
Tiivistelmä
This thesis focused on internal communication practices among the Delivery Management process stakeholders in a case company. Delivery Management team is responsible for handling the delivery process of certain products in CAPEX projects across multiple technologies. Effective communication among process stakeholders plays a key role in achieving such factors as ensuring on-time delivery, cost efficiency, and customer satisfaction.
The goal of the study was to identify the challenges in the existing internal communication and to improve an approach for detecting and evaluating them through a structured survey. The work included a literature review on the topic, quantitative and qualitative analysis of the results of a previously conducted survey, and the development of an improved survey.
The analysis of the survey responses enabled the identification of necessary modifications to the structure and content of the future survey. As a result of thesis work, updated content of the survey for process stakeholders was created. The work emphasized the importance of systematic evaluation of communication practices as a basis for continuous improvement of the Delivery Management processes.
The goal of the study was to identify the challenges in the existing internal communication and to improve an approach for detecting and evaluating them through a structured survey. The work included a literature review on the topic, quantitative and qualitative analysis of the results of a previously conducted survey, and the development of an improved survey.
The analysis of the survey responses enabled the identification of necessary modifications to the structure and content of the future survey. As a result of thesis work, updated content of the survey for process stakeholders was created. The work emphasized the importance of systematic evaluation of communication practices as a basis for continuous improvement of the Delivery Management processes.