Workflow Digitalization: Blocked Order Release and Credit Limit Change Process Development
Szatmári, Mirtill (2026)
2026
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-202604075705
https://urn.fi/URN:NBN:fi:amk-202604075705
Tiivistelmä
Credit assessment plays a critical role in ensuring efficient cash flow, reducing financial risk, and supporting business performance. In the commissioning company, the approval workflows for blocked order releases and credit limit changes are handled with email communications, which leads to inefficiencies, lack of transparency, increased administrative workload and the risk of lost requests. These challenges highlight the need for a more structured and digitally supported workflow.
The objective of this thesis was to analyze and evaluate the current approval processes of the Credit Management Team and to identify opportunities for improvement. The study aimed to propose a user-centered and system-supported workflow. The research addressed three key questions: identifying the main inefficiencies in the current processes, determining relevant digitalization and user-centered design principles, and proposing recommendations for a digitalized approval workflow.
Within a qualitative case study approach, data was collected through interviews, brainstorming sessions, process mapping, and internal documentation, enabling the analysis of both operational and managerial perspectives. The research was supported by a theoretical framework, including digitalization concepts, Business Process Management principles, and user-centered design theories, such as the Technology Acceptance Model, Cognitive Load Theory, and Human–Computer Interaction.
The findings showed that the current processes are highly manual, fragmented, and dependent on individual coordination, resulting in delays, reduced traceability, and increased risk of errors. Based on these findings, a conceptual prototype was developed. The proposed solution introduces a centralized ticketing system with automated approval assignment, real-time status tracking, and an audit log for documenting the decisions. The results provide a theoretically grounded and practically relevant basis for future development in the commissioning company’s processes, which ultimately contributes to improved process efficiency, compliance, and user experience.
The objective of this thesis was to analyze and evaluate the current approval processes of the Credit Management Team and to identify opportunities for improvement. The study aimed to propose a user-centered and system-supported workflow. The research addressed three key questions: identifying the main inefficiencies in the current processes, determining relevant digitalization and user-centered design principles, and proposing recommendations for a digitalized approval workflow.
Within a qualitative case study approach, data was collected through interviews, brainstorming sessions, process mapping, and internal documentation, enabling the analysis of both operational and managerial perspectives. The research was supported by a theoretical framework, including digitalization concepts, Business Process Management principles, and user-centered design theories, such as the Technology Acceptance Model, Cognitive Load Theory, and Human–Computer Interaction.
The findings showed that the current processes are highly manual, fragmented, and dependent on individual coordination, resulting in delays, reduced traceability, and increased risk of errors. Based on these findings, a conceptual prototype was developed. The proposed solution introduces a centralized ticketing system with automated approval assignment, real-time status tracking, and an audit log for documenting the decisions. The results provide a theoretically grounded and practically relevant basis for future development in the commissioning company’s processes, which ultimately contributes to improved process efficiency, compliance, and user experience.