Enhancing factory IT support : a factory-centric case study
Mäkelä, Milla (2025)
2025
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2025062723541
https://urn.fi/URN:NBN:fi:amk-2025062723541
Tiivistelmä
This thesis details the development and implementation of a new IT service request platform for Cargotec Finland Oy's Multilift factory, designed to supplement the existing company-level standard service solution, OneDesk. The primary objectives were to enhance IT service availability and quality at the factory, while streamlining the workload of the Information Management (IM) team. A key prerequisite for the platform was multilingual support (English and Finnish) due to perceived usability difficulties with OneDesk's lack of Finnish IT support.
The thesis consists of an initial study validating the need for a new platform, the design and implementation of the Service Request Form (SRF), and a follow-up survey evaluating its impact. Employing primarily quantitative methods, the research indicated significant improvements in overall user satisfaction, faster response times, and clarity of the service request process, with improved documentation and language options contributing to this. While Finnish language support was valued, it wasn't the main driver of perceived improvements. The thesis concludes with suggestions for future development and a summary of the project’s outcome.
The thesis consists of an initial study validating the need for a new platform, the design and implementation of the Service Request Form (SRF), and a follow-up survey evaluating its impact. Employing primarily quantitative methods, the research indicated significant improvements in overall user satisfaction, faster response times, and clarity of the service request process, with improved documentation and language options contributing to this. While Finnish language support was valued, it wasn't the main driver of perceived improvements. The thesis concludes with suggestions for future development and a summary of the project’s outcome.