Improving the Process for Add-on Service Delivery in Industrial Business-to-Business Environment
Nyqvist, Harry (2016)
Nyqvist, Harry
Metropolia Ammattikorkeakoulu
2016
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2016052710504
https://urn.fi/URN:NBN:fi:amk-2016052710504
Tiivistelmä
This thesis looks for practical methods for an equipment sales organization to improve an internal operational process to deliver add-on services to its OEM customers. The sales organization operates in an industrial business-to-business environment in the Finnish region.
The add-on services discussed within this thesis are considered as extensions to the equipment portfolio. The add-on services are viewed as a method to fill the gap between the recognized customer need and the organization’s equipment offering.
The volume of such add-on service deliveries has been increasing within the organization, but there has not been a written process to describe the activity. The lack of a written pro-cess has been identified as a limitation for a systematic improvement of the practices.
The improvement of the add-on service delivery process starts with describing the current procedures. The description of the procedures is done by interviewing the key stakeholders of the organization for the Current State Analysis. From the analysis, the strengths and the weaknesses are detected and the main findings which required most improvements are identified.
After the Current State Analysis, the existing knowledge is studied to build the Conceptual Framework for the add-on service delivery process. The Conceptual Framework is used to pinpoint the elements of the process which need improvement.
Next, based on the Current State Analysis and the Conceptual Framework, a proposal for an improved add-on service delivery is co-created with the key stakeholders of the organization. The co-creation is done by collecting ideas from workshops. The proposal is then validated with the director of the case unit to build the final proposal.
This thesis was able to deliver what it promised as it provides a proposal for an improved add-on service delivery process with an action plan on how to start the implementation.
The add-on services discussed within this thesis are considered as extensions to the equipment portfolio. The add-on services are viewed as a method to fill the gap between the recognized customer need and the organization’s equipment offering.
The volume of such add-on service deliveries has been increasing within the organization, but there has not been a written process to describe the activity. The lack of a written pro-cess has been identified as a limitation for a systematic improvement of the practices.
The improvement of the add-on service delivery process starts with describing the current procedures. The description of the procedures is done by interviewing the key stakeholders of the organization for the Current State Analysis. From the analysis, the strengths and the weaknesses are detected and the main findings which required most improvements are identified.
After the Current State Analysis, the existing knowledge is studied to build the Conceptual Framework for the add-on service delivery process. The Conceptual Framework is used to pinpoint the elements of the process which need improvement.
Next, based on the Current State Analysis and the Conceptual Framework, a proposal for an improved add-on service delivery is co-created with the key stakeholders of the organization. The co-creation is done by collecting ideas from workshops. The proposal is then validated with the director of the case unit to build the final proposal.
This thesis was able to deliver what it promised as it provides a proposal for an improved add-on service delivery process with an action plan on how to start the implementation.