This thesis is focused on optimizing processes at Air Bank, a.s. The aim will be to analyze the banking process called. "Completing the new framework agreement" with the subsequent design optimization for faster problem solving. The first part will be presented theoretical insights that are intended to familiarize the reader with the basic concepts relating to the processes and their optimization. The next part will be focused on analysis of existing activities. Contribution of thesis will be in the analysis of selected processes and propose solutions that will have a real benefit for the operation of the entire department.

Real estate development (RED) businesses are critical to closing the housing deficit gap in Nigeria. The purpose of this multiple case study was to explore the strategies that successful business managers used to improve and sustain their business performance in Nigeria. The 7FE business process management framework was the conceptual framework used. Primary research data were collected through semistructured interviews held with a purposive population sample of 5 business managers who successfully improved and sustained their business performance in the Nigeria real estate sector. Secondary data were collected from company and public documents and extant literature. Data were analyzed using computer-aided data analysis software and methodological triangulation. Ten emergent themes were identified: business strategy; commitment to quality and building trust; industry and market research; training and knowledge acquisition; innovation and reward systems; operational effectiveness and project portfolio management; minimizing costs and financial leverage; marketing, promotions, and strategic partnerships; measuring business performance and assessing strategic success; and change management and documenting lessons learned. The implications of this study for positive social change include the potential to increase the number of sustainable RED businesses in Nigeria, providing more employment, housing for more people, offering better living conditions, improving quality of life, and contributing to both local and national economies.

Thesis (MTech (Business Administration))--Cape Peninsula University of Technology, 2019 / Over the last decade, business process outsourcing (BPO) has become increasingly important in the South African context. For economic and strategic reasons, organisations have embraced an outsourcing strategy as one of their core activities in order to be competitive in the business arena. On this matter, the standard of services delivered by BPOs is crucial to achieve customer satisfaction. However, the lack of effective quality management practices, which impact on service delivery negatively, ultimately paves the way for customer dissatisfaction with service quality in BPOs. This issue needs to be considered carefully by BPOs. Thus, this study has investigated employee perceptions in relation to the key measurements for service quality, namely reliability, responsiveness, assurance, empathy and tangibles through the SERVQUAL model to measure the quality of service delivery at a BPO in Cape Town, South Africa. A quantitative research method was applied and data were collected through a semi-structured survey questionnaire from the group of employees (n=188) at the selected BPO in Cape Town. The statistical software program SPSS Version 25 and Microsoft Excel were used for data analysis. Descriptive statistical results were generated as well as the validity and reliability of the dataset determined. The research findings revealed that the key factors to which particular attention needs to be given are reliability, responsiveness, assurance and empathy. It is revealed that it is imperative for the BPO to intensify continual training and skills development for their employees. Given the findings of these key factors as focus areas for good practice, this study has drawn special attention to the selected BPO and other BPOs in the South African context to advance their service quality to maintain their services up to standard and to remain competitive. The research could benefit BPOs in South Africa and Africa in general as more and more companies are outsourcing their services on the continent.

Mobile B2E-applications (business-to-employee) can add significant value to a company’s business, when large workforce divisions are involved in the execution of certain business processes. From a technical point of view, the major issues are solved (e.g. solutions for connectivity, broadband mobile networks, synchronization mechanisms, secure protocols etc.). But from a business point of view there is a lack of methodology regarding the alignment of technical solutions to the business needs. As companies face a continuously faster change in business models, legal constraints and customer needs, highly flexible systems are needed to react to changing business processes. Furthemore, the introduction of new mobile systems is often a technologydriven process, pushing the alignment of software and systems to the highly specific, fast changing business needs into the background. This paper introduces a framework summarizing the findings from earlier research and case studies related to this topic. The framework consists of a general reference process for mobile work and of a model explaining influencing factors, optimization goals and their relationships for mobile processes. The framework can be applied for process modeling, simulation and optimization as well as for requirements analysis and return on investment calculations.

This article describes the method of Mobile Process Landscaping by example of a project in which the service processes of a company from the housing industry were analyzed regarding their mobile potential. This analysis was conducted with the aim to organize these processes more efficiently in order to realize cost savings. Therefore, the method of Mobile Process Landscaping, which is introduced in this article, was used. The method refers to the stage of requirements engineering in the software process. It is shown how the initial situation of the company was analyzed, which alternative process models on the basis of mobility supporting technology were developed and how these alternatives were economically evaluated. Furthermore, it is shown how first restrictions for the software and system design were made on the basis of one process model. Finally, it is shown how the Mobile Process Landscaping method can be used to verify whether the adoption of mobility supporting technology is suitable to obtain a defined goal and which requirements such a solution needs to fulfill.

In dieser Arbeit wird ein Ansatz zur automatischen Berechnung und Ausführung von strukturellen Anpassungsmöglichkeiten für Workflows auf Basis von Kontextinformationen entwickelt. Zur Sicherstellung der semantischen Korrektheit der Anpassungsmöglichkeiten werden zwei Arten von Einschränkungen berücksichtigt: Zustandsbezogene Einschränkungen (ZBE) und Aktivitätsabhängigkeiten (AA). ZBEs spezifizieren Einschränkungen zwischen Anpassungsoperationen und dem Ausführungszustand des Workflows. AAs beschreiben temporale Beziehungen zwischen Aktivitäten eines Workflows.

Multiple enterprise system instances in organizations with multiple business units are quite costly to maintain and causes the lack of common business processes. To consolidate these systems into one or fewer instances has the benefits of reduce costs, centralize IT and standardize business processes. But a consolidated model may not be the best choice for every company. To help companies with this decision making process, we studied relevant papers and provided several consideration factors that companies should concern before conducting a system consolidation program. By analyzing their situation according to these factors, companies will get a clearer view on whether they should consolidate their enterprise systems or not. In this thesis a case study is conducted with Holmen Paper. Our study with Holmen Paper focused on the maintenance area of theirs three paper mills. By analyzing these paper mills’ situations based on three of our consideration factors, we made the conclusion that Holmen Paper should consolidate their systems in the maintenance area when they are ready.

Information technology (IT) is becoming the primary factordetermining the survival of most organizations. The differenttypes of systems and the wide range of objectives suggest thatdiverse evaluation methods are needed. There is a critical needfor a new approach to managing IT investments, and solving theinformation paradox should be a business imperative for allmanagers today. Evaluating IT investments introduces different types ofproblems that investment in traditional assets does notconsider. The focal point shifts from measuring hard andquantifiable benefits that appear on a firm’s incomestatement to measuring soft, diffuse, and qualitativeimpact. The decision to acquire new information technology poses anumber of serious evaluation problems for managers because theavailable methods for IT investment evaluation are mostlystatic and they do not consider dynamism in decision-makingprocesses. Common problems with the methods for evaluating ITinvestments are related to their inability to take account ofthe full range of potential benefits. There is a gap betweentheory and practice in relation to the use of any method formaking decisions and for continuous evaluation of ITinvestments. This thesis presents a new approach to evaluating benefitsof IT investments in a dynamic way, an approach consisting of acombination of dynamic information workflow models and businessprocess simulation techniques. The proposed approach givesmanagers and organizations the possibility of implementingother models for measuring different metrics and aspects of ITinvestments. A dynamic information workflow model of an electric utilityandsimulation essays are presented in order to show how theproposed approach is applied. The performance measure selectedfor running experiments was efficiency, which was characterizedby the following selected performance indicators: cycle time,resource utilization, and activity costs. Empirical data wascollected from case studies of different utilities in CentralAmerican countries. <b>Key words:</b>Business Process Modeling and Simulation,Evaluating IT Investments, Dynamic Information Workflow Model,Electric Utilities. / NR 20140805

Offentlig verksamhet har historiskt legat i den digitala utvecklingens kölvatten. Delvis på grund av ett lägre intresse för effektivisering och lönsamhet, men också på grund av dess komplexitet i form av storlek, politiska förutsättningar och regulatoriska ramar. Denna utveckling har i olika grad börjat vända och offentlig verksamhet lägger allt större vikt vid intern utveckling och underhåll av digitala processer, vilket föranleder ett ökat intresse för hur metoder och verktyg som uppstått ur den privata sektorn, kan tillämpas inom offentlig verksamhet. Studien utgår från hur verktyg och metoder inom Business Process Management (BPM) tidigare använts i forskningssyfte för att förbättra processer inom offentlig sektor, också skulle kunna användas i ett fall av incidenthanteringsprocess i en medelstor svensk kommun. Denna fallstudie bygger på en kvalitativ metodansats för att få djupare insikt i processen och förstå sambandet mellan olika faktorer som påverkar möjligheten att nyttja simulationsbaserad processanalys enligt BPM. Resultatet visar på vilka förutsättningar som finns eller behövs för att använda simulationsbaserad processanalys, i syfte att förstå och vidare utveckla processen för incidenthantering i fallet. Det framgår av resultatet att en god grund finns för anammandet av verktyget, med potential att vidare utveckla processen i syfte att uppnå centrala nyckeltal. Resultatet visar också på relevanta nyckeltal att utgå från vid simulationer alternativt andra utvecklingssyften. Dock fanns processen ha vissa potentiella hinder, i form av begränsad loggning av de aktiviteter som utförs.

Titel: Den ofrivilligt digitala ledaren – en studie om den av Covid-19 pandemin påtvingade digitala omställning av ledarskap och styrning i kommunikations- och informationsväxling Nivå: Kandidatuppsats i företagsekonomi (Examensarbete på grundnivå) Författare: Mats Andersson &amp; Marcus Bjuhr Handledare: Akmal Hyder Examinator: Aihie Osarenkhoe Datum: 2022-05-25   Syfte: Syftet är att undersöka och förstå hur Covid-19 pandemin påverkat ledarskapets digitala omställning i svenska företag samt att förklara hur verksamheterna hanterat den snabba förändringen av kommunikations- och informationskanaler. Metod: Denna studie använder en kvalitativ metod med en hermeneutisk kunskapssyn vilken erkänner komplexiteten i sociala strukturer och tolkar möjliga sanningar genom verkligheten. Vidare används en flerfallsstudie för att undersöka hur ledarskap och styrning förändrats, detta genom att intervjua chefer med personalansvar via semi-strukturerad intervjumetod. Resultat &amp; Slutsats: De resultat som studien påvisar menar att den problematik som den påtvingade omställningen inneburit har varit mindre än förväntad och snarare inneburit förbättringspotentialer genom den ökade användningen av digitala verktyg. Detta relateras till den rapport som EU-kommissionen presenterat kring Sveriges högpresterande och digitala utveckling som land samt det ökade informationsflöde som detta möjliggjort. Examensarbetets bidrag: Arbetets bidrag till den aggregerade kunskapen relateras främst till att stödja VUCA-teorin som avser ökad komplexitet kring ledarskap i en volatil omvärld. Ett andra bidrag är att ge stödjande argument till att satsa på ökad digital infrastruktur verkar positivt för konkurrenskraft i relation till digitaliseringen samt den anpassningsbarhet som moderna ledare och organisationer behöver enligt aktuell forskning. Förslag till fortsatt forskning: Denna studies förslag till framtida forskning är att undersöka andra länder, särskilt sådana som har en lägre digital mognad enligt EU-kommissionens bedömningsmatris (Digitaliseringsrådet, 2022).  Nyckelord: Business process management, Covid-19, Digitalization, Digital economy, Process innovation, Leadership, Manager / Title: The involuntary digital leader – a study on the Covid-19 pandemic´s forced digital transformation of leadership and organization in communication and information exchange  Level: Bachelor’s degree in business administration (student thesis) Authors: Mats Andersson &amp; Marcus Bjuhr Supervisor: Akmal Hyder Examiner: Aihie Osarenkhoe Date: 2022-05-25   Aim: The purpose of the thesis is to investigate and understand how the Covid-19 pandemic has affected the leadership digital transformation in Swedish businesses and explain how the organizations managed the rapid change of communication and information channels. Method: The thesis applies a qualitative method with a hermeneutic view of knowledge in which identifies the complexity of social structures and interpret the potential truths. The method also implements a multi-case study to examine the leadership and organizational change by interviewing managers with personnel responsibilities with a semi-structured method. Results and conclusions: The results this thesis presents point towards smaller problems with the forced digital transformations than expected. It also tends towards improvement potentials due to the increased usage of digital tools. This can be linked to the report that the EU-commission revealed where Sweden is a high-performance country with a high level of digital maturity. Contribution of the thesis: The contribution this thesis offers to the aggregated knowledge relates foremost towards the VUCA-theory which explain the complexity of leadership in a volatile world. A second contribution is the supportive claim of investing in a country’s digital infrastructure which affects the competitiveness in relation top the digitalization and the adaptability of modern leaders and organizations. Keywords: Business process management, Covid-19, Digitalization, Digital economy, Process innovation, Leadership, Manager