Service Agreements from Start to Delivery : process analysis of Wärtsilä’s service agreements
Cavcic, Nerim (2025)
2025
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2025061122402
https://urn.fi/URN:NBN:fi:amk-2025061122402
Tiivistelmä
This thesis was conducted for Wärtsilä Oy.
The purpose of this thesis was to analyze Wärtsilä’s service agreement process, identify potential bottlenecks and inefficiencies. To explore improvement opportunities, the study examined whether VSM (Value Stream Mapping) and principles from CI (Continuous Improvement) could be applied to visualize the workflow and support actionable suggestions.
The study was conducted using a qualitative research approach, primarily through semi structured interviews with employees from various departments involved in the process. The interview data were thematically analyzed and used to construct a Current State Map to visualize the contractual workflow.
Several potential areas for improvement were identified, including communication gaps, workload challenges, and challenges related to service scopes and the mobilization process. However, due to data limitations, no definitive bottlenecks could be confirmed.
The study concludes that while the process is generally well understood among employees, inefficiencies and variations may still affect performance. Suggestions for further improvement include enhancing communication across departments, reviewing staff capacity and workload distribution, and exploring the standardization of service related documentation. These findings may serve as a foundation for future process development and internal improvements.
The purpose of this thesis was to analyze Wärtsilä’s service agreement process, identify potential bottlenecks and inefficiencies. To explore improvement opportunities, the study examined whether VSM (Value Stream Mapping) and principles from CI (Continuous Improvement) could be applied to visualize the workflow and support actionable suggestions.
The study was conducted using a qualitative research approach, primarily through semi structured interviews with employees from various departments involved in the process. The interview data were thematically analyzed and used to construct a Current State Map to visualize the contractual workflow.
Several potential areas for improvement were identified, including communication gaps, workload challenges, and challenges related to service scopes and the mobilization process. However, due to data limitations, no definitive bottlenecks could be confirmed.
The study concludes that while the process is generally well understood among employees, inefficiencies and variations may still affect performance. Suggestions for further improvement include enhancing communication across departments, reviewing staff capacity and workload distribution, and exploring the standardization of service related documentation. These findings may serve as a foundation for future process development and internal improvements.