<p>Wind power industry has become the world’s fastest growing renewable energy source. A firm’s information requirements can only be understood by examining their Information System (IS) through Organizational, People, Technical and Strategic perspective.  Current study focuses on the value of Information System implementation for Swedish Wind Power Industry (SWPI) that has reached to more than one billion dollars in recent decade. A well-known integrated IS i.e. Enterprise Resource Planning (ERP) used by Swedish Wind Power Industry (SWPI) for decision making activities is not without its challenges, that consumes a significant portion of their capital and resources for implementation. Exploratory and explanatory research conducted for triangulation, through quantitative and qualitative methods, with empirical data of survey, multiple case studies, interviews and extensive literature review, to highlight the problems and solutions for implementing ERP in SWPI. Several, IS are highlighted with their functionalities and critical success and failure factors. A Model of Knowledge Sharing in ERP Implementation between system users, top management and project team is proposed for critical factors of ERP implementation.</p> / <p>Vindkraftsindustrin har blivit världens snabbast växande förnybar energikälla. Ett företags krav på information kan endast förstås genom att granska deras informationssystem (IS) med hjälp av Organizational, Människor, tekniska och strategiska perspektiv. Aktuell studie fokuserar på värdet av informationssystem genomförande för svenska vindkraftsindustrin (SWPI) som har nått mer än en miljard dollar under de senaste tio åren. En välkänd integrerad dvs Enterprise Resource Planning (ERP) som används av svenska vindkraftsindustrin (SWPI) för beslutsfattande verksamhet som inte är utan dess utmaningar, som förbrukar en betydande del av sitt kapital och resurser för genomförandet. Undersökande och förklarande forskning som bedrivs för triangulering, genom kvantitativa och kvalitativa metoder, med empiriska data av undersökning, flera fallstudier, intervjuer och omfattande litteraturstudie för att belysa problem och lösningar för att genomföra ERP i SWPI. Flera är markeras med sina funktioner och kritiska framgångsfaktorer och faktorer misslyckande. En modell för utbyte av kunskap i ERP genomförande mellan systemanvändare, i högsta ledningen och projektgruppen föreslås för kritiska faktorer av affärssystem genomförandet.</p>

Made available in DSpace on 2014-06-11T19:26:43Z (GMT). No. of bitstreams: 0 Previous issue date: 2009-07-31Bitstream added on 2014-06-13T20:55:10Z : No. of bitstreams: 1 rodrigues_r_me_mar.pdf: 689285 bytes, checksum: d38aa83282f6a5f21ac969d3baab7454 (MD5) / Universidade Estadual Paulista (UNESP) / No mundo globalizado as informações têm papel extremamente importante, visto que a internacionalização da economia exige excelência em relação aos sistemas de informação e documentação, por isso mesmo as informações se tornaram um recurso de gestão extremamente importante, mas nem sempre são valorizadas corretamente por parte das organizações. Nos ambientes organizacionais é absolutamente necessária a utilização de recursos tecnológicos para mediar o acesso e uso da informação pelo usuário, bem como para apoiar as distintas atividades organizacionais, desde as atividades cotidianas, o processo decisório, até o planejamento de ações estratégicas. O foco do problema de pesquisa refere-se aos fluxos informacionais em âmbito organizacional, mais especificamente os fluxos informacionais vinculados ao processo de inteligência competitiva organizacional (ICO). O objetivo deste estudo visava a analisar a contribuição das tecnologias de informação e comunicação (TICs), através dos sistemas integrados de gestão, mais especificamente o Enterprise Resource Planning (ERP), aplicado ao processo de inteligência competitiva organizacional nas indústrias associadas ao Sindicato Calçadista da cidade de Jaú/SP. Estudou-se os conceitos, definições, métodos e técnicas relacionados ao processo de ICO e às TICs, mais especificamente o ERP, por meio da análise da literatura nacional e internacional, assim como identificou-se e analisou-se no universo pesquisado as indústrias que possuem e aplicam o sistema ERP ou outro sistema semelhante, visando a analisar a relação do uso desse tipo de sistema para a competitividade organizacional. Da mesma forma, verificou-se a ocorrência do uso de métodos e técnicas aplicados ao processo de inteligência competitiva organizacional, desde que baseados em sistemas ERP. A pesquisa é descritiva exploratória... / In the world globalized the information have seen, extremely important role that to economy and requires excellence regarding the information and documentation systems, by that even the information became a resource of extremely important management, but do not always be valued correctly on the part of organizations. In organizational environments is absolutely necessary the utilization of technological resources for mediate the access and use of information by the user, as well like for support the distinct organizational activities, since the routine activities, the decision making process, until the planning of strategic actions. The focus of problem of research refers to the information flows in organizational scope, more specifically the information flows linked to the organizational competitive intelligence process (OCI). The objective of this study aims analyze the contribution of information and communication technologies (ICTs), through the management integrated systems, more specifically the Enterprise Resource Planning (ERP), applied to the organizational competitive intelligence process in the associated industries to the Footwear Syndicate of Jaú/SP city. Intends to study the concepts, definitions, approaches and techniques related to the OCI process and ICTs, more specifically the ERP, through the analysis the international and national literature, as well as intends identify and analyze in universe researched the industries that possess and apply the system ERP or another similar system, aiming at analyze the relation of the use of that system kind for the organizational competitiveness. Similarly, intends to verify the occurrence of use of approaches and techniques applied to the organizational competitive intelligence process, since based in ERP systems. The research is descriptive exploratory, of qualitative nature, analyzes data and information collected... (Complete abstract click electronic access below)

Made available in DSpace on 2016-06-02T19:52:10Z (GMT). No. of bitstreams: 1 DissFPCS.pdf: 3175020 bytes, checksum: cd2ef75652e3937ea059b12ac168afcb (MD5) Previous issue date: 2005-06-06 / The purpose of this study is to investigate the implementation of Enterprise Resource Planning (ERP) in small and medium enterprises (SME) in whom it says respect to the Business Processes Modeling (BPM) use. Until little time behind, the SME were not using conventionals of system ERP. Observed the BPM use, for the suppliers, and verified it influence in the integration of the internal processes of the business of the customer. Due to the fact that the utilization of (ERP) in small and medium enterprises is a recent issue, most of the reviewed literature was found in articles and books addressed to big companies. Substantive matters on business processes modeling (BPM) were found in international articles and books. Hardly ever, BPM, ERP or SME issues were discussed in the same article or book. Therefore, for this inquiry, one searched the information in the suppliers and customers of ERP, by means of differentiated questionnaires, that had been applied in the national supplying greaters of systems and in some customers of the system of these suppliers. This research contributed with the systematization of theoretical information regarding the concepts of BPM and in the vision of the ERP sustem in SME. With the carried through research of field, it made possible to get real information of the main characteristics of implementation with the use of the BPM for the suppliers and of its interference in the internal processes of business of some using customers, showing indications of that the BPM contributes for a bigger integration of the internal processes of business and that this option is made by the customer and that all the suppliers of this research had conditions to take care of it. / A proposta deste trabalho é de investigar a implementação de sistemas ERP (Enterprise Resource Planning) em pequenas e médias empresas (PMEs), no que diz respeito ao uso de modelagem de processos de negócios (MPN). Até pouco tempo atrás, as PMEs não eram usuárias convencionais de sistema ERP. Observou-se o uso de modelagem de processos de negócios (MPN), pelos fornecedores, e verificou-se a influencia na integração dos processos internos do negócio do cliente. Por se tratar de um assunto recente, no que diz respeito á utilização de ERP em PMEs, a literatura encontrada foi, em grande parte, de artigos e livros direcionados para as grandes empresas. Quanto a MPN foram encontrados artigos e livros, principalmente, de publicações internacionais. Raramente, os assuntos de MPN e ERP em PMEs estavam num mesmo artigo ou livro. Portanto, para esta investigação, buscou-se as informações nos fornecedores e clientes de ERP, por meio de questionários diferenciados, que foram aplicados nos maiores fornecedores nacionais de ERP e em alguns clientes do sistema destes fornecedores. Esta pesquisa contribuiu com a sistematização de informações teóricas a respeito dos conceitos de MPN e na visão do sistema ERP nas PMEs. Com a pesquisa de campo realizada, foi possível obter informações reais das principais características de implementação com o uso da MPN pelos fornecedores e de sua interferência nos processos internos de negócio de alguns clientes usuários, mostrando indícios de que a MPN contribui para uma maior integração dos processos internos de negócio e que esta opção é feita pelo cliente e que todos os fornecedores desta pesquisa tinham condições de atendê-la.

Made available in DSpace on 2014-12-17T13:53:26Z (GMT). No. of bitstreams: 1 CristinaKNY_DISSERT.pdf: 2647899 bytes, checksum: 38fec83f99c6340d8c2475bec099d1b8 (MD5) Previous issue date: 2010-09-03 / In recent decades the public sector comes under pressure in order to improve its performance. The use of Information Technology (IT) has been a tool increasingly used in reaching that goal. Thus, it has become an important issue in public organizations, particularly in institutions of higher education, determine which factors influence the acceptance and use of technology, impacting on the success of its implementation and the desired organizational results. The Technology Acceptance Model - TAM was used as the basis for this study and is based on the constructs perceived usefulness and perceived ease of use. However, when it comes to integrated management systems due to the complexity of its implementation,organizational factors were added to thus seek further explanation of the acceptance of such systems. Thus, added to the model five TAM constructs related to critical success factors in implementing ERP systems, they are: support of top management, communication, training, cooperation, and technological complexity (BUENO and SALMERON, 2008). Based on the foregoing, launches the following research problem: What factors influence the acceptance and use of SIE / module academic at the Federal University of Para, from the users' perception of teachers and technicians? The purpose of this study was to identify the influence of organizational factors, and behavioral antecedents of behavioral intention to use the SIE / module academic UFPA in the perspective of teachers and technical users. This is applied research, exploratory and descriptive, quantitative with the implementation of a survey, and data collection occurred through a structured questionnaire applied to a sample of 229 teachers and 30 technical and administrative staff. Data analysis was carried out through descriptive statistics and structural equation modeling with the technique of partial least squares (PLS). Effected primarily to assess the measurement model, which were verified reliability, convergent and discriminant validity for all indicators and constructs. Then the structural model was analyzed using the bootstrap resampling technique like. In assessing statistical significance, all hypotheses were supported. The coefficient of determination (R ?) was high or average in five of the six endogenous variables, so the model explains 47.3% of the variation in behavioral intention. It is noteworthy that among the antecedents of behavioral intention (BI) analyzed in this study, perceived usefulness is the variable that has a greater effect on behavioral intention, followed by ease of use (PEU) and attitude (AT). Among the organizational aspects (critical success factors) studied technological complexity (TC) and training (ERT) were those with greatest effect on behavioral intention to use, although these effects were lower than those produced by behavioral factors (originating from TAM). It is pointed out further that the support of senior management (TMS) showed, among all variables, the least effect on the intention to use (BI) and was followed by communications (COM) and cooperation (CO), which exert a low effect on behavioral intention (BI). Therefore, as other studies on the TAM constructs were adequate for the present research. Thus, the study contributed towards proving evidence that the Technology Acceptance Model can be applied to predict the acceptance of integrated management systems, even in public. Keywords: Technology / Nas ?ltimas d?cadas o setor p?blico vem sofrendo press?es com vistas a melhorar seu desempenho. A utiliza??o da Tecnologia da Informa??o (TI) tem sido uma ferramenta cada vez mais empregada na tentativa de alcan?ar esse objetivo. Dessa forma, passou a ser uma importante quest?o nas organiza??es p?blicas, e em particular nas institui??es de ensino superior, verificar quais fatores influenciam a aceita??o e o uso da tecnologia, impactando no sucesso de sua implementa??o e nos resultados organizacionais almejados. O Modelo de Aceita??o da Tecnologia TAM foi utilizado como base para o presente estudo e fundamenta-se nos construtos utilidade percebida e facilidade de uso percebida. No entanto, quando se trata de sistemas integrados de gest?o, devido ? complexidade de sua implanta??o, acrescentaram-se fatores organizacionais para assim buscar maior explica??o da aceita??o desses sistemas. Assim, acrescentaram-se ao modelo TAM cinco construtos relacionados aos fatores cr?ticos de sucesso na implementa??o de sistemas ERP, s?o eles: apoio da alta administra??o, comunica??o, treinamento, coopera??o, e complexidade tecnol?gica (BUENO e SALMERON, 2008). Com base no exposto, lan?a-se o seguinte problema de pesquisa: quais fatores influenciam a aceita??o e uso do SIE/m?dulo acad?mico na Universidade Federal do Par?, a partir da percep??o dos usu?rios t?cnicos e docentes? O objetivo geral da pesquisa foi identificar a influ?ncia de fatores organizacionais e comportamentais como antecedentes da inten??o comportamental de uso do SIE/m?dulo acad?mico na UFPA sob a perspectiva dos usu?rios docentes e t?cnicos. A presente pesquisa ? aplicada, explorat?ria e descritiva, de natureza quantitativa com a aplica??o de um survey, e a coleta de dados se deu por meio de question?rio estruturado aplicado a uma amostra composta por 229 docentes e 30 t?cnico-administrativos. A an?lise de dados se deu atrav?s de estat?sticas descritivas e modelagem de equa??o estrutural com a t?cnica de m?nimos quadros parciais (Partial Least Square-PLS). Primeiramente efetuou-se a avalia??o do modelo de mensura??o, no qual foram verificadas a confiabilidade, validade convergente e discriminante para todos os indicadores e construtos. Em seguida, o modelo estrutural foi analisado, com a utiliza??o de bootstrap como t?cnica de reamostragem. Na avalia??o das signific?ncias estat?sticas, todas as hip?teses formuladas foram suportadas. O coeficiente de determina??o (R?) foi considerado alto ou m?dio em 5 das 6 vari?veis end?genas, assim o modelo consegue explicar 47,3% da varia??o da inten??o comportamental. Ressalta-se que, dentre os antecedentes da inten??o comportamental (BI) analisados no presente estudo, utilidade percebida ? a vari?vel que possui maior efeito sobre a inten??o comportamental, seguida pela facilidade de uso (PEU) e a atitude (AT). Dentre os aspectos organizacionais (fatores cr?ticos de sucesso) estudados, complexidade tecnol?gica (TC) e treinamento (TRE) foram aqueles com maior efeito sobre a inten??o comportamental de usar, apesar desses efeitos serem inferiores aos produzidos pelos fatores comportamentais (origin?rios do TAM). Destaca-se, ainda, que o apoio da alta administra??o (TMS) apresentou, entre todas as vari?veis, o menor efeito sobre a inten??o de usar (BI) e foi seguida pela comunica??o (COM) e coopera??o (CO), as quais exercem um baixo efeito sobre a inten??o comportamental (BI). Portanto, conforme outros estudos, os construtos relativos ao TAM mostraram-se adequados para a presente pesquisa. Dessa maneira, o estudo contribuiu no sentido de demonstrar ind?cios de que o Modelo de Aceita??o da Tecnologia pode ser aplicado ? predi??o da aceita??o de sistemas integrados de gest?o, mesmo em organiza??es p?blicas.

Wind power industry has become the world’s fastest growing renewable energy source. A firm’s information requirements can only be understood by examining their Information System (IS) through Organizational, People, Technical and Strategic perspective.  Current study focuses on the value of Information System implementation for Swedish Wind Power Industry (SWPI) that has reached to more than one billion dollars in recent decade. A well-known integrated IS i.e. Enterprise Resource Planning (ERP) used by Swedish Wind Power Industry (SWPI) for decision making activities is not without its challenges, that consumes a significant portion of their capital and resources for implementation. Exploratory and explanatory research conducted for triangulation, through quantitative and qualitative methods, with empirical data of survey, multiple case studies, interviews and extensive literature review, to highlight the problems and solutions for implementing ERP in SWPI. Several, IS are highlighted with their functionalities and critical success and failure factors. A Model of Knowledge Sharing in ERP Implementation between system users, top management and project team is proposed for critical factors of ERP implementation. / Vindkraftsindustrin har blivit världens snabbast växande förnybar energikälla. Ett företags krav på information kan endast förstås genom att granska deras informationssystem (IS) med hjälp av Organizational, Människor, tekniska och strategiska perspektiv. Aktuell studie fokuserar på värdet av informationssystem genomförande för svenska vindkraftsindustrin (SWPI) som har nått mer än en miljard dollar under de senaste tio åren. En välkänd integrerad dvs Enterprise Resource Planning (ERP) som används av svenska vindkraftsindustrin (SWPI) för beslutsfattande verksamhet som inte är utan dess utmaningar, som förbrukar en betydande del av sitt kapital och resurser för genomförandet. Undersökande och förklarande forskning som bedrivs för triangulering, genom kvantitativa och kvalitativa metoder, med empiriska data av undersökning, flera fallstudier, intervjuer och omfattande litteraturstudie för att belysa problem och lösningar för att genomföra ERP i SWPI. Flera är markeras med sina funktioner och kritiska framgångsfaktorer och faktorer misslyckande. En modell för utbyte av kunskap i ERP genomförande mellan systemanvändare, i högsta ledningen och projektgruppen föreslås för kritiska faktorer av affärssystem genomförandet.

Small and Medium-sized Enterprises (SMEs) have grown steadily in recent years.  SMEs generate 59.7 % of value-added and 65.5 % of employment in the ‘non-financial business economy’ in Sweden. It's important for the success of SMEs to be ready to provide high product availability to customers at minimal operation costs. The challenges faced by SMEs are tougher in global competition. There is a rapid growth in the industrial revolution to deal with the challenges as well as competition. This work mainly focuses on implementing resource planning (RP) and adapting to the latest technologies of Industry 4.0 into SMEs to face the challenges. But incorporating Industry 4.0 in a major struggle in the SMEs.  The thesis provides a view of Resource Planning implementation. The authors describe the resource planning implementation techniques and define the requirements for its successful implementation. Resource Planning (RP) adoption factors have been studied quite extensively over the years. However, this master thesis tries to investigate the less explored area of resource planning. Relatively a smaller amount of research has been conducted, when it comes to implementation of Industry 4.0 technologies especially in Small and Medium-sized Enterprises (SMEs).  Industry 4.0 provides new paradigms for the industrial management of SMEs. Supported by a growing number of new technologies, this concept appears more flexible and less expensive than traditional enterprise information systems. This paper presents a literature review of existing applied research covering different Industry 4.0 issues about SMEs. Furthermore, the analysis is done to understand the correlation between the identified factors of Industry 4.0 technologies. The research findings indicate that the use of IoT and Cloud computing are major advantages for resource planning in an SME. The results from the analysis are presented in a framework designed for the future adaptation of these technologies. Despite the research limitations, the findings show a high advantage. Finally, the author suggests a future scope of research.

ERP系統是目前相當熱門的資訊科技，應用的層面很廣，不僅各大企業已經相繼實施，就連中小企業也可以選擇較為精簡的版本導入。而企業實施ERP系統，不可能一次就全部導入實施所有的模組，這樣做不管在費用上或者是在時程上的安排都是不可行的，因此企業常常會先實施某些跟企業核心競爭力有關的模組，而生產模組就常常是企業首次導入的模組之一，因此本研究的重心就是生產模組。 本研究針對企業的實際需求來找出現行ERP系統在生產模組的不足之處以及國內企業實施ERP系統時，在生產策略規劃這方面有那些地方是需要注意的。很多企業都實施了不錯的模組，為何成效卻不好？到底是出現了何種問題？本研究將從策略規劃、IT架構與ERP運作這三個構面來尋找企業實施ERP的關鍵成功因素，希望企業能夠在實施ERP系統時能掌握到這些因素，發揮ERP系統的效能，提昇企業的競爭力。 本研究將關鍵成功因素分成三大構面，是以生產模組為例。研究架構分成策略規劃(這邊所提到的策略規劃偏重於生產策略規劃)、IT架構與ERP運作這三個研究構面，三個構面雖是分開羅列，但是彼此之間卻是密切相關，互相影響。每個構面又有數個關鍵成功因素，這些關鍵成功因素就是本研究所要探討的研究變數。 本研究採用個案研究法，研究對象是一家製帽公司。本研究除了深入訪談個案公司的人員之外，也訪問了協助個案公司建置ERP系統的資訊公司人員。在深入訪談之外，本研究閱讀了ERP實施過程的相關資料文件，並且實地觀察ERP系統生產模組的運作過程，藉以能夠更深入了解個案公司。在個案公司研究完畢之後，對個案公司提出幾點建議，這些建議分成四個部分來說明，並發現幾個可供思考的問題與方向。 本研究經過個案研究之後，初步篩選出九個關鍵因素，經過探討之後將九個因素整合成六個因素，使其更具普遍性，適合更多的製造業公司。另外本研究從企業策略、ERP建置以及IT架構這三個層面來說明企業實施ERP系統需要注意、掌握的幾個重點。企業要設法去掌握關鍵成功因素，去除會導致失敗的原因，如此才能達到成功的目標。最後本研究針對企業實施ERP系統(本研究的重心是在生產模組)的過程提出幾點建議，並且列出幾個後續研究方向。

Companies are under constant pressure to adapt and improve their processes to staycompetitive. Since most of their processes are handled by software, it also needs toconstantly change. Those improvements and changes add up over time and increase thecomplexity of the system, which in turn prevents the company from further adaption.In order to change and improve existing business processes and their implementation withinsoftware, several stakeholders have to go through a long process. Current IT methodologies arenot suitable for such a dynamic environment. The analysis of this change process shows thatfour software characteristics are important to speed it up. They are: transparency, adaptability,testability and reparability. Transparency refers to the users capability to understand what thesystem is doing, where and why. Adaptability is a mainly technical characteristic that indicatesthe capability of the system to evolve or change. Testability allows automated testing andvalidation for correctness without requiring manual checks. The last characteristic is reparability,which describes the possibility to bring the system back into a consistent and correct state, evenif erroneous software was deployed.An architecture and software development patterns are evaluated to build an overall programmingmodel that provides the software characteristics. The overall architecture is basedon microservices, which facilitates decoupling and maintainability for the software as well asorganizations. Command Query Responsibility Segregation decouples read from write operationsand makes data changes explicit. With Event Sourcing, the system stores not only the currentstate, but all historic events. It provides a built-in audit trail and is able to reproduce differentscenarios for troubleshooting and testing.A demo process is defined and implemented within multiple prototypes. The design of theprototype is based on the programming model. It is built in Javascript and implements Microservices,CQRS and Event Sourcing. The prototypes show and validate how the programmingmodel provides the software characteristics. Software built with the programming model allowscompanies to iterate faster at scale. Since the programming model is suited for complex processes,the main limitation is that the validation is based on a demo process that is simpler and thebenefits are hard to quantify. / ör att fortsatt vara konkurrenskraftiga är företag under konstant press att anpassa ochförbättra sina processer. Eftersom de flesta processer hanteras av programvara, behöveräven de ständigt förändras. Övertiden leder dessa förbättringar och förändringar till ökadsystemkomplexitet, vilket i sin tur hindrar företaget från ytterligare anpassningar. För attförändra och förbättra befintliga affärsprocesser och dess programvara, måste idag typiskt fleraaktörer vara en del av en lång och tidskrävande process. Nuvarande metoder är inte lämpade fören sådan dynamisk miljö. Detta arbete har fokuserat på fyra programvaruegenskaper som ärviktiga för att underlätta förändringsprocesser. Dessa fyra egenskaper är: öppenhet, anpassningsförmåga,testbarhet och reparerbarhet. Öppenhet, hänvisar till förmågan att förstå varför, var ochvad systemet gör. Anpassningsbarhet är huvudsakligen en teknisk egenskap som fokuserar påsystemets förmåga att utvecklas och förändras. Testbarhet strävar efter automatisk testning ochvalidering av korrekthet som kräver ingen eller lite manuell kontroll. Den sista egenskapen ärreparerbarhet, som beskriver möjligheten att återhämta systemet till ett konsekvent och korrekttillstånd, även om felaktig programvara har använts. En programmeringsmodell som rustarprogramvara med de ovan beskrivna programegenskaperna är utvecklad i detta examensarbete.Programmeringsmodellens arkitektur är baserad på diverse micro-tjänster, vilka ger brafrånkopplings- och underhållsförmåga för en programvara, samt användarorganisationerna.Command Query Responsibility Segregation (CQRS) frånkopplar läsoperationer från skrivoperationeroch gör ändringar i data explicita. Med Event Sourcing lagrar systemet inte endastdet nuvarande tillståndet, utan alla historiska händelser. Modellen förser användarna medett inbyggt revisionsspår och kan reproducera olika scenarion för felsökning och testning. Endemoprocess är definierad och implementerad i tre olika prototyper. Designen av prototypernaär baserad på den föreslagna programmeringsmodellen. Vilken är byggd i Javascript och implementerarmicro-tjänster, CQRS och Event Sourcing. Prototyperna visar och validerar hurprogrammeringsmodellen ger programvaran rätt egenskaper. Programvara byggd med dennaprogrammeringsmodell tillåter företag att iterera snabbare. De huvudsakliga begränsningarna iarbetet är att valideringen är baserad på en enklare demoprocess och att dess fördelar är svåraatt kvantifiera.

Goal of this thesis is to describe the warehouse management systems with focus on the engineering solution, software development and innovation. The evolution of warehouse management systems is very similar to that of many other software solutions. Initially a system to control movement and storage of materials within a warehouse, the role of WMS is expanding to including light manufacturing, transportation management, order management, and complete accounting systems. General point of view of this thesis is suggest the method how to implement modular (standard) solution on the premises. Project is specialized on PDA terminals and wireless access points settings. Introductory chapter of thesis offer extensive background, which reach out reader with system SAP and logistics processes. Practical part of project can divided to two parts. First one analyze software and develop system in cooperation with supplier and ITC department of ABB corporation. Follow part describe reports and dynamic programmes in programming language ABAP with a view to adoption architecture of system SAP. In fine author intend about future development of modern technology in ABB corporation and potential development of object identification method.

Providing context behind customer feedback remains a challenge for company’s who rely on approaching Customer Experience (CX) through standardized Customer Satisfaction (CS) metrics like Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES). Practical guidelines for monitoring CS throughout the customer journey are limited, creating a gap in academic research. This study addresses this gap by offering practical guidelines for CS, actionable insights, and alternative survey design strategies within the context of invoicing. Utilizing a Research-through-Design (RtD) approach guided by the Double Diamond design model, the study consists of four phases: Discover, Define, Develop, and Deliver. From a service design perspective using qualitative methods, the study acquires and analyzes both organizational and customer insights. Synthesized empirical findings emphasize the need for a more comprehensive approach that targets specific phases of the customer journey utilizing a more customer- centric approach, paving the way for alternative methods that reaches beyond just simply measuring CS. Introducing the concept of a personal companion, the study presents a dialogical approach where surveys are experienced as ongoing interactions rather mere tasks. By highlighting the importance of contextualization, alternative survey approaches, and a dialogical approach, this research aims to guide company’s in managing customer feedback strategies.