Excellent After-sales Service Processes : Utilising the business possibilities through Business Process Management

Hvidberg, Anders

10. term

International Technology Management, M.Sc.

2012

2012-07-02

110 pages

Denne tese havde det oprindelige fokusområde for at undersøge de to områder af Business Process Management (BPM) og eftersalgsservice (AS), til at forstå og specificere deres forbindelse. AS har erhvervet en strategisk rolle for organisationer og BPM kan bidrage til at erhverve de muligheder for det. Denne viden blev brugt i analysen af ​​Vestas Wind System A / S, som viste, at begge områder var funktionelle på et teoretisk niveau. For at bekræfte dette en ISO 9001-revisionen er blevet anvendt til at evaluere den praktiske del af opsætningen. Dette viste en mangel i BPM tilgang håndtering vedligeholdelse og videndeling på det operationelle AS processer, der fører til fald i organisatorisk gennemsigtighed. Den anden del af afhandlingen, den vigtigste analyse fokuseret på at løse problemet gennem fem faser: For det første, at skabe en forståelse, gennem en konference og LEGO Serious Play værksted. For det andet udvikling af en løsning, der anvendes input fra det første trin sammen med eksisterende værktøjer til at skabe en BPM-Forum, der består af operationelle servicemedarbejdere, der er forbundet med et team-site. For det tredje blev det foreslået sende til en tast brugeren og tjenesten ledelsesteam for evaluering, som konkluderede, at ideen var nyttige på begge niveauer. Det fjerde, baseret på yderligere tilbagemeldinger begrebet opbygge business cases som en motiverende faktor blev skabt sammen med forslag til en implementeringsplan. For det femte blev fire retningslinjer for global anvendelse udviklet.

This thesis had the initial focus of examine the two areas of Business Process Management (BPM) and After-sales Service (AS), to understand and specify their connection. AS has acquired a strategic role for organisations and BPM can help to acquire the opportunities of it. This knowledge was used in the analysis of Vestas Wind System A/S, which showed that both areas were functional on a theoretical level. To confirm this an ISO 9001 audit were used to evaluate the practical part of the setup. This showed a lack in the BPM approach handling maintenance and knowledge sharing at the operational AS processes leading to decrease in organizational transparency. The second part of thesis, the main analysis, focused on solving the issue, through five stages: Firstly, create an understanding, through a conference and LEGO Serious Play workshop. Secondly, development of a solution, used the input from the first stage together with existing tools to create a BPM-Forum, consisting of operational service employees, associated with a team-site. Thirdly, the suggestion was send to a key user and the service management team for evaluation, whom concluded that the idea were useful at both levels. Fourthly, based on additional feedback the concept of building business cases as a motivating factor was created together with suggestion to an implementation plan. Fifthly, four guidelines for global use were developed.

After-sales service ; Business Process Management ; Knowledge Management ; Tranparency

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