Processbaserat arbetssätt i tjänsteföretag: En fallstudie på HSB Stockholm
Independent thesis Advanced level (professional degree), 20 credits / 30 HE creditsStudent thesis
Increasing competition amongst companies, results in companies need to improve the quality of the products they are producing. To remain competitive the production has to be more efficient. A first step is to focus more on how they produce their products, instead of what they produce. Companies should already in their production try to develop and improve their output. To get control of the production it is important to understand the processes and the relations among them, which can be achieved with for example the method of process management. In this study the aim is to find difficulties and problems that service companies could perceive when they implement and adapt to a process based way of working. A case study has been carried out at the housing society HSB Stockholm, one of 31 societies of the housing enterprise HSB. The aim of the case study is to find different approaches and improvements to implement a process based method of working. The case study is mainly focusing on the so called “New Customer Process”, which in the current situation needs to be revised.The study has mainly an explorative approach, but also includes a descriptive approach. Interviews, observations, archive studies and literature studies have been used for data collection. By this data collection, process maps could be established to create an overall picture as well as an analysis of how HSB Stockholm can integrate improvement work in one of the established processes. The literature study has shown how important it is that service companies apply methods to rationalize and get control over their processes. This is because service companies often are in contact with the customer in a much earlier stage than, for example, a manufacturing company. HSB Stockholm has earlier started some process based activities which are included in the method of process management where, for example, process mapping has been performed and certain process roles have been established. Unfortunately the process based activities have not been completed, which is considered to be mainly due to the lack of knowledge, engagement, communication, collaboration as well as clear objectives regarding the process work. Furthermore there is a strong focus on the hierarchical organizational structure within the company and not on the processes themselves. The study has shown that there are many factors that can contribute to difficulties and problems when implementing and adapting process management. If it is implemented with careful planning and with great engagement and collaboration, process management is considered to contribute to a process oriented organization, with the result of effective processes that could satisfy customers, owners and employees.
Place, publisher, year, edition, pages
2014. , 92 p.
Social Behaviour Law
Samhälls-, beteendevetenskap, juridik, Processer, processorientering, processledning, processkartor, PDCA, processförbättring
IdentifiersURN: urn:nbn:se:ltu:diva-45826Local ID: 37d426ca-749a-43e3-977e-9e7736971bceOAI: oai:DiVA.org:ltu-45826DiVA: diva2:1019124
Subject / course
Student thesis, at least 30 credits
Industrial and Management Engineering, master's level
Validerat; 20140908 (global_studentproject_submitter)2016-10-042016-10-04Bibliographically approved