Developing a Customer Request Process
Rantala, Tapio (2015)
Metropolia Ammattikorkeakoulu
2015
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2015052510109
https://urn.fi/URN:NBN:fi:amk-2015052510109
Tiivistelmä
This thesis focuses on the improvement of the customer request process in the case company. The business problem of this study is the current customer request process which is poorly defined and lacks some of the key features. Presently, the customer request process is used to manage both the customer’s enquiries and requests. Due to the poorly functioning process, the customer’s requests and the factory replies are scattered in various places which means that the information flow is not secured and effective. To address this challenge, the objective of this thesis is to develop and implement a new customer request process.
This study is carried out by examining and evaluating the current state of the process in the case company. The challenges revealed in the current process are explored using the existing knowledge and a case example from literature. This approach leads to the suggestion of a new process model. This initial model for the customer request process is tested to ensure that the planned process features and the supportive tool are meeting the target. Based on the results, the finalized proposal for the customer request process is presented and later implemented.
The study uses quantitative methods for process performance analysis and qualitative methods for process stakeholder interviews to analyse the current state of the organization and the customer request process. The main data source is the company’s information system and personnel interviews.
The result of the Thesis is a new tool for managing customer requests. Features of the tool and existing documentation management system create the new customer request process which is presented and taught to the organization at the implementation stage of this study.
The outcome of this study is the new customer request process which helps the case company in the systematic management of customer requests and enquiries. This will improve the customer experience of the case company’s customers, which can be seen in increased NSP score. Additionally, it will support the case company’s quality-producing ability, which can be measured in cost of poor quality.
This study is carried out by examining and evaluating the current state of the process in the case company. The challenges revealed in the current process are explored using the existing knowledge and a case example from literature. This approach leads to the suggestion of a new process model. This initial model for the customer request process is tested to ensure that the planned process features and the supportive tool are meeting the target. Based on the results, the finalized proposal for the customer request process is presented and later implemented.
The study uses quantitative methods for process performance analysis and qualitative methods for process stakeholder interviews to analyse the current state of the organization and the customer request process. The main data source is the company’s information system and personnel interviews.
The result of the Thesis is a new tool for managing customer requests. Features of the tool and existing documentation management system create the new customer request process which is presented and taught to the organization at the implementation stage of this study.
The outcome of this study is the new customer request process which helps the case company in the systematic management of customer requests and enquiries. This will improve the customer experience of the case company’s customers, which can be seen in increased NSP score. Additionally, it will support the case company’s quality-producing ability, which can be measured in cost of poor quality.