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Variation i tjänsteprocesser: Hur kan variationer hanteras
Mid Sweden University, Faculty of Science, Technology and Media, Department of Quality Management and Mechanical Engineering.
2018 (Swedish)Independent thesis Advanced level (degree of Master (One Year)), 10 credits / 15 HE creditsStudent thesis
Abstract [sv]

Syftet med studien var att bidra med kunskap kring hur variation yttrar sig och kan hanteras i tjänsteverksamheter.

Genom en kvalitativ studie har det empiriska materialet samlats in genom intervjuer på ett skandinaviskt fintech-bolag.

Resultatet av studien visade efter jämförelse med tillgänglig forskning att organisationen kunde utvecklas på flera områden för bättre hantering av variation. Detta innebar bland annat att:

 

• Använda ett systematiskt förbättringsarbete vid problemlösning.

 

• Införande av intranät.

 

• Kartlägga verksamhetens processer.

 

• Sammanhållen mätstrategi som skapar en koppling mellan datafångst, sammanställning, presentation, kommunikation, analys och åtgärd.

 

• Implementera ett statistiskt synsätt på en eller flera processer för att bedöma variation.

 

Av undersökningen konstaterades att förståelsen för mätning och förbättringsarbete förefaller minska desto närmare den operativa organisationen respondenten arbetar.

Vidare slår författaren fast att det finns en stark drivkraft i verksamheten bland både chefer och medarbetare om att utveckla verksamheten processer och att företagskulturen förefaller som god för detta. Det får betraktas som en god utgångspunkt för att driva igenom de förändringar som krävs för att i framtiden bli bättre på att hantera variation i processer.

Abstract [en]

The purpose of the study was to generate an understanding about how variation is expressed and can be managed in service companies. Through a qualitative study, empirical material has been collected via interviews at a Scandinavian FinTech company. The result of the study showed, in comparison to available research, that the organization could develop in several areas to better manage variation. Some of the main identified areas for improvement was:

 

• Map the business processes.

 

• Coherent strategy for measurement that creates a link between data capture, compilation, presentation, communication, analysis and action.

 

• Introduction of an Intranet.

 

• Use of systematic improvement work when solving problems.

 

• Implement a statistical approach to one or more processes to determine variation.

 

Findings from the study indicated that the understanding of measurement and improvement work seems to decrease, the closer the operational organization the respondent is working. Furthermore, the author concludes that there is a strong driving force in the organization including both managers and employees to develop business processes and that corporate culture seems to be well developed for this. It may be considered as a good starting point to push through the changes that are required to be better manage future variations in processes.

Place, publisher, year, edition, pages
2018. , p. 50
Keywords [en]
Quality management, variation, processes, measurement, statistical process control, organizational culture
Keywords [sv]
Kvalitet, variation, processer, mätning, statistisk processtyrning, organisationskultur
National Category
Reliability and Maintenance
Identifiers
URN: urn:nbn:se:miun:diva-34831Local ID: KA-V18-A1-011OAI: oai:DiVA.org:miun-34831DiVA, id: diva2:1259036
Subject / course
Quality Management and Leadership LO1
Educational program
Master Degree in Quality Management and Leadership TKLEA 60 higher education credits
Supervisors
Examiners
Note

2018-06-27

Available from: 2018-12-10 Created: 2018-10-26 Last updated: 2018-12-10Bibliographically approved

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CiteExportLink to record
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