Improving international child benefit processes with Lean method : Case: Kela
Kuokka, Anniina (2016)
Kuokka, Anniina
Haaga-Helia ammattikorkeakoulu
2016
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2016060712196
https://urn.fi/URN:NBN:fi:amk-2016060712196
Tiivistelmä
The purpose of this study was to improve processes of Kela’s international child benefit with Lean tools. The idea was to reduce and eliminate the parts form the process that brought no additional value to the customer and to simplify the process in order to make it more efficient and fluent and to reduce the lead time.
The theoretical part of the thesis consists about process development and process management as one would need to understand the function of processes since they play a much centred role in this study. In addition the theoretical framework discusses about the lean method and lean leading as a tool for improving efficiency in the process. Furthermore change management is being issued as developing processes and implementing lean requires a perspective of this.
The empirical part of the study was conducted as an action research with using sequential, multiphase design, mixed method research. The data collection consisted of multiple phases of data collection and analysis. First there was a quantitative questionnaire where data of the problem points in the process was gathered, after this a Kaizen workshop was held where primary qualitative data was collected in in-depth investigations, and finally a second quantitative questionnaire with the aim of assessing the successfulness of the study.
As a result of first questionnaire and the workshop we found out many problem points that were seen as slowing down the process or preventing fluent application processing and also cooperation matters that needed improving. Consequently many of these issues were changed and several obstacles removed. When assessing the successfulness of the study with the second questionnaire, most of the respondents felt that their work had become more fluent and all respondents felt that the process development with lean was beneficial.
Some problem points and development suggestions are still under progress and there is an aim to thrive for continuous improvement. In addition there has been discussions about do-ing similar process improvement project also to other benefits.
The theoretical part of the thesis consists about process development and process management as one would need to understand the function of processes since they play a much centred role in this study. In addition the theoretical framework discusses about the lean method and lean leading as a tool for improving efficiency in the process. Furthermore change management is being issued as developing processes and implementing lean requires a perspective of this.
The empirical part of the study was conducted as an action research with using sequential, multiphase design, mixed method research. The data collection consisted of multiple phases of data collection and analysis. First there was a quantitative questionnaire where data of the problem points in the process was gathered, after this a Kaizen workshop was held where primary qualitative data was collected in in-depth investigations, and finally a second quantitative questionnaire with the aim of assessing the successfulness of the study.
As a result of first questionnaire and the workshop we found out many problem points that were seen as slowing down the process or preventing fluent application processing and also cooperation matters that needed improving. Consequently many of these issues were changed and several obstacles removed. When assessing the successfulness of the study with the second questionnaire, most of the respondents felt that their work had become more fluent and all respondents felt that the process development with lean was beneficial.
Some problem points and development suggestions are still under progress and there is an aim to thrive for continuous improvement. In addition there has been discussions about do-ing similar process improvement project also to other benefits.