Paperwork operations in the Maritime Industry: A Case Study of New Service Development for the Danish Maritime
Translated title
Paperwork operations in the Maritime Industry
Author
Lindved, Mailin
Term
4. term
Education
Publication year
2019
Submitted on
2019-01-24
Pages
122
Abstract
Dette kandidatspeciale i Service System Design undersøger de ineffektive papirprocesser i håndteringen af officielle certifikater om bord på skibe i den maritime sektor. Service System Design forstås her som at designe samspillet mellem mennesker, processer og teknologi i en service. Specialet følger en trinvis proces: at opdage problemet, definere og skærpe indsigter, udvikle en serviceidé og beskrive, hvordan en løsning kan leveres. Målsætninger fra Søfartsstyrelsen og relevante internationale retningslinjer har guidet arbejdet. Tilgangen bygger på dybdegående kvalitative interviews og co-design sammen med brancheeksperter. Det foreslåede resultat er eDocs, en digital service, der skal gøre den daglige håndtering af certifikater og relaterede procedurer mere smidig. Arbejdet trækker på design thinking, multi-level service design, driftsledelse og co-design.
This M.Sc. thesis in Service System Design examines the inefficient paperwork involved in handling official certificates on ships in the maritime industry. Service System Design here means designing how people, processes, and technology work together in a service. The thesis follows a step-by-step process: discovering the problem, defining and narrowing insights, developing a service idea, and detailing how a solution could be delivered. Goals from the Danish Maritime Administration and relevant international guidelines guided the work. The approach relied on in-depth qualitative interviews and co-design with industry experts. The proposed result is eDocs, a digital service intended to streamline the daily handling of certificates and related procedures. The work draws on design thinking, multi-level service design, operational management, and co-design.
[This abstract was generated with the help of AI]
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