Refining Internal Process for Finance Product
Rönkkö, Nora (2019)
Rönkkö, Nora
2019
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2019061216618
https://urn.fi/URN:NBN:fi:amk-2019061216618
Tiivistelmä
The purpose of this thesis was to refine an internal process for a finance product in the case company and to create work instructions to support and to ensure the business in future. The case company is an international corporation in the financing sector working in the Nordics and serving both personal and corporate customers. The target unit of the thesis project assists exporting and importing customers with payment, financing and risk management services. The need to refine the internal process arose after the company noticed a long process time and unclear instructions for a specific finance product. The importance for this project was becoming more important after increasing the product volume and changing the requirements in the business sector. Within increasing volumes, the process needed to be well described and the knowledge of the proceedings had to be spread for more employees in the unit.
The conceptual framework focused on business and process development. Qualitative research methods were applied in the thesis. Data was collected by interviewing the employees working with the product and the process. The company’s internal documents and instructions were also part of the data collection.
The research revealed several issues in the current process which were causing delays and the process was ineffective. The output of this project was a refined internal process with new work instructions and the final proposal was validated with the case company key stakeholders.
The final proposal was as expected and the case company was pleased with the outcome. The refined process could not be implemented in time because of internal changes in the case company but as soon as it will, the refined process should affect positively to process handling times and it should raise satisfaction of the employees and the customers.
The conceptual framework focused on business and process development. Qualitative research methods were applied in the thesis. Data was collected by interviewing the employees working with the product and the process. The company’s internal documents and instructions were also part of the data collection.
The research revealed several issues in the current process which were causing delays and the process was ineffective. The output of this project was a refined internal process with new work instructions and the final proposal was validated with the case company key stakeholders.
The final proposal was as expected and the case company was pleased with the outcome. The refined process could not be implemented in time because of internal changes in the case company but as soon as it will, the refined process should affect positively to process handling times and it should raise satisfaction of the employees and the customers.