This thesis aims to evaluate measurement techniques for delivery precision at Holmen Paper (HP). Delivery precision is an important KPI for a business, because it gives an indication of how well the company’s  supply chain is performing. At HP, the Operation and Logistics division, wants to use the result  to  assess  that  if  they  are  doing  a  good  job  planning  HP’s  production  and  transportation.   The purpose of the thesis: “The  purpose  of  the  thesis  is  to  determine  how  the  KPI  delivery  precision ought to be measured for  various  order  types  in  Holmen  Paper’s  supply  chain.” A great deal of literature was initially reviewed on the subject of delivery precision, and different sources suggested alternative ways in which it may be determined. To understand the logistics and information flow, two flow-charts where constructed. This was done in order to obtain a holistic overview  of  HP’s  order-delivery process, and furthermore, to see where the required data could be retrieved from the system. After evaluating the supply chain, it was concluded   that   the   SCOR   models’   pre-defined Key Performance Indicator Perfect Order Fulfillment (POF) and Perfect Order Index (POI), were the best way to measure the delivery precision. Both theories are well known in the logistics sector and both are built upon lower level metrics. The metrics measure if an order is delivered satisfactorily to a customer, according the parameters of time, quantity, quality and documentation. The thesis, however, rejected the parameter of documentation in dialogue with HP (and because the parameter has little to do with the operators work at Operation and Logistics). Data  was  collected  from  HP’s  database  in  an  attempt  to  measure  the  delivery  precision  according  to   both the theories. However, it was concluded that the calculated value was unreliable. This was mainly due to fact that the data required did not exist, and the data that did exist was not reliable. The data was seen as unreliable because there was no information of when the data was collected along the supply chain. Therefore, the thesis presents a model that will help HP implement the KPI delivery precision in the future. At the completion of the study, it was concluded that HP, initially, needs to implement a system to save data regarding the reason and source of order modifications. Additionally, it is suggested that HP should try to measure the delivery precision as close to the customer as possible. Currently, the data required to do this does not exist. To obtain this data, HP needs to implement some sort of receipt when the customer receives the goods.

In a world where everything is facing continuous improvements and everything is to be measured companies are needed to use key performance indicators (KPI), to follow up their changes and track what different decisions are impacting. A great deal of these continuous improvements is to be used in the company’s logistic department and for the sake of being able to concentrate on core competencies many firms choose to outsource whole or parts of their processes.   This bachelor thesis describes the process before an outsourcing of the delivery process and how a company’s KPIs changes during the outsourcing. The thesis is based on a case study where data has been collected and analyzed. After the analysis section a discussion on why the KPIs have changed takes place.   The goal of this thesis was to clarify if there is some significant changes in KPIs for the period before and after the outsourcing. The data is presented and compared to each other along with analysis on reasons why the changes has taken place. Found in this thesis is that the KPIs have changed, and in many cases for the better on behalf of the company. Why that change has taken place on the other hand, is hard to finger point, since the company has changed some of its parameters in the data collection.   During the result it’s confirmed that there is variations between the time before and after the outsourcing, and also variations between the two logistic service providers that are contracted. These findings are discussed during the analysis section and some views on the reasons for the variations are presented.   Finally, some conclusions from the work on this thesis is presented and some recommendations for the future work in the company is given. / I en omvärld där allting ska effektiviseras och mätas så är det av yttersta vikt att snabbt kunna följa upp sin verksamhet, kunna följa upp sina nyckeltal och spåra de förändringar som företaget implementerar. En stor del i detta förbättringsarbete ligger i företags logistiska verksamhet och för att kunna koncentrera sig på sina kärnkunskaper väljer många att outsourca delar av sin verksamhet.   Denna kandidatuppsats beskriver arbetet före en outsourcing och hur ett företags nyckeltal förändras i och med denna. Uppsatsen är upplagd som en fallstudie där företaget presenteras och bakgrund till händelserna redogörs för. Data har samlats in och analyserats och därefter diskuterats.   Målet med uppsatsen var att klargöra om det går att se några markanta, mätbara förändringar i företagets nyckeltal för perioden före och perioden efter outsourcingen. Dessa presenteras och jämförs tillsammans med analyser kring vad förändringarna kan bero på. Funnet i arbetet är att det har skett en ekonomisk förändring för transportavdelningens del, men vad denna förändring beror på är svårt att klarlägga då de ändrat på vissa parametrar i sin avräkning.   Under resultatet så bekräftas att det finns variationer för tiden före och tiden efter outsourcingen, men även variationer mellan de två åkerierna som verksamheten har outsourcats till. Dessa behandlas djupare under analysen där vissa synpunkter på anledningen till variationerna och skillnaderna mellan åkerierna tas upp.   Slutligen presenteras några slutsatser från arbetet och även rekommendationer till företaget för hur de bör göra i framtiden.

El principal objetivo de este trabajo de memoria es definir, especificar requerimientos y modelar todos los elementos, componentes, relaciones y dependencias que dan forma a una arquitectura SOA, para la capa VAS de una empresa de telefonía móvil. Sobre esta arquitectura, se definirá y planteará la estructura y organización necesaria para la implantación de un sistema BAM, de manera de cubrir las necesidades técnicas y de negocio que la arquitectura SOA no logra cubrir.

Introduction In our Bachelor’s thesis we wrote about the advantages, risks, strategies and methods useful when working with Green IT. But there still were difficulties delimiting the field of Green IT. This was mostly because of the lack of previous research, unestablished definitions of the term Green IT as well as nonexistent methods to measure the accomplished work. Furthermore the recent changes in the environment, with escalating pressure from stakeholders with environmental concerns and increased costs of investments and maintenance, have forced IT-companies to measure the effects of IT and its financial impact. Purpose The purpose of our research study is to further clarify the field of Green IT by establishing a definition and constructing a KPI-setting. Method We first established a definition of the term Green IT by gathering available definitions and analysing them. The analysis resulted in two definitions; one for Green IT (a technology product used to support information gathering, processing, distribution and use, and which is or contributes to environmental sustainability) and one for a Green IT Company (manages the process of producing technology used to support information gathering, processing, distribution and use, and which is or contributes to environmental sustainability). These definitions made us realise that there are users and manufacturers of Green IT, with distinctive perspectives and needs when measuring it. According to our definitions we found respondents to interview in order to construct two KPI-settings instead of one. Conclusions The first KPI-setting constructed focuses on producers of Green IT and their production activities along with the financial impact. The second KPI-setting focuses on users of Green IT and looks at the usage of Green IT, and also includes financial indicators to measure financial impact.

Magíster en Gestión de Operaciones / Ingeniero Civil Industrial / El presente trabajo de título se centra en la falta de herramientas de control para el desempeño y la estimación de conexiones de clientes nuevos en el proceso de densificación de la empresa Metrogas S.A., el cual se encarga de las conexiones a la red de gas de clientes residenciales. Esto produce retrasos en la generación de reportes y discrepancias entre lo controlado por el área comercial y el área operacional. El objetivo de este trabajo de tesis, es disminuir el tiempo de obtención de Key Performance Indicator (KPI s) en el proceso de densificación, a partir del desarrollo de un Sistema de Control y Pronóstico (SCP) basado en Business Intelligence (BI), que reflejen la eficiencia del proceso de densificación. Para su desarrollo se utilizaron herramientas de Business Intelligence (BI) apoyado con Data Mining (DM). Para esto se tomó como directriz principal la metodología CRISP-DM (Cross Industry Standard Process for Data Mining). Para el análisis del negocio y la definición de KPI s se utilizó el enfoque de Balances Scorecard (BSC) y su modelamiento con herramientas de BPMN (Businness Process Management Notation). Con esto se realizaron técnicas de ETL (Extract, Transform and Load), almacenando la información en un Data Mart (DM). Luego se generaron modelamientos descriptivos en base a métricas, y predictivos a partir de modelos de series de tiempo. La aplicación de minería de datos, permitió diseñar indicadores de gestión y pronóstico para el proceso de conexión, lo que entregó herramientas para la toma de decisiones fundamentadas, tales como solicitud de materiales o redistribución de cuadrillas de conexión, y realizar las adaptaciones en la asignación de cargas de trabajo a cada contratista, para lograr el cumplimiento de las metas definidas. El principal resultado obtenido con el diseño del Sistema de Control y Pronóstico, fue entregar una herramienta de gestión, que permite pronosticar las conexiones futuras con un margen de error del 5%, y estimar brechas de forma automática. Esto disminuye el tiempo de obtención de KPI s en un 90%, logrando llevar a nueve horas un trabajo antes desarrollado en noventa horas, estableciendo el tiempo para la generación de reportes en un día, entregando información útil y confiable.

Práce se zaměřuje na reportingový systém v nebankovní hypotéční instituci. Důraz je kladen na klíčové ukazatelé výkonnosti, které se používají ve firmách daného typu.

This diploma thesis deals with implementation of key performance indicators by means of Balanced Scorecard in a selected manufacturing company. The aim of the thesis is to design a strategic map and propose key performance indicators based on Balanced Scorecard system which will lead to improved management of the company. Afterwards the outputs of the designed Balanced Scorecard are used for implementation of an initial Business Intelligence solution using currently available data of the company. The thesis is divided into theoretical part, which is introduced by research of available literature. Next the author describes approaches to business performance measurement, Balanced Scorecard itself and key performance indicators. In the practical part, the author performs a strategic analysis of the company and designs the Balanced Scorecard with key performance indicators for the company. In the second part of the practical part, implementation of the initial Business Intelligence solution in Qlikview application is described.

No description available.

Bakgrund: Livsmedelsbranschen är tuff för många producenter. Konkurrensen är hård och säljarens ställning är svag. Trenden i branschen rör sig emot att effektivisera företaget, såväl organisatoriskt som operativt. Prestationsmätning är en viktig del vid effektiviseringar men trots detta har få studier genomförts inom livsmedelsindustrin. Syfte: Syftet med studien är att utvärdera Scans prestationsmätningssystem och identifiera faktorer som kan öka jämförbarheten mellan produktionsenheter med olika produktionskontext. Ett bisyfte blir därmed att utveckla förbättringsförslag kring Scans prestationsmätningssystem. Metod: Uppsatsen är en kvalitativ studie bestående av en fallstudie med utvärderingsinriktning kring hur Scan arbetar med sin prestationsmätning. Datainsamlingen har primärt bestått av intervjuer med anställda som är ansvariga och operativt arbetar med prestationsmätningssystemet på produktionsnivå. Intervjuer har genomförts med personer från alla Scans anläggningar och på olika nivåer av företaget. Även årsredovisningar och företagsekonomiska teorier har varit en del av studien. Resultat och slutsatser: Studien visar att drivande styrtal lämpar sig bättre än utfallsmått vid jämförelser av produktionsenheter med olika produktionskontext samt att det är viktigt med en likriktad kommunikation när avdelningar skall jämföras. Studien visar även på flertalet förbättringsmöjligheter med Scans prestationsmätning. / Background: The food industry is tough for many producers. The competition is hard and the sellers position in the supply chain is weak. Trends in the industry mentions a more effective company, both organizational and operative. Performance measurement is a vital part to reach higher efficiency but it has despite that been few research studies on the subject. Purpose: The purpose of this study was to evaluate Scans performance measurement system and identify factors which can increase benchmarking between production units with different production contexts. Another purpose is to come up with improvements for Scans performance measurement system. Methodology: This report is a qualitative study consisting of how Scan are working with their performance measurement system. Data collection has primarily consisted of interviews of people that work with the performance measurement system. Also studies in annual reports and business economic theories have been part of the report. Results and conclusions: The study shows that leading indicators is better suited for benchmarking between production units with different production contexts. It is also important that the communication is unified throughout the company.

I had taken many classes at NCCU and learned a lot of knowledge, skills and insights from professors and classmates. I truly appreciate with their lectures, discussions, helps and behavior. The knowledge and skill that I gained from this program, indeed help a lot in my present job. I worked in a telecommunication company for more than 15 years. My present role in the company is to run the Software Service Operation department. Part of the job function is to ensure smooth operation of customer helpdesk service to maintain and enhance customer satisfaction on our company post sales technical support service. The thesis begins with the brief summary of the company background. Analysis of its current customer case handling organization and customer case handling performance in relation to its major competitor ABC and pin point bottlenecks on its present setup. Via the finding of bottlenecks, the thesis then elaborate various proposal of action plan to improve the efficiency and effectiveness of the company’s customer case handling organization to shorten the customer case handling run time, in order to catch up with the industry benchmark and further improve customer satisfaction with our service. This thesis ended with the Case Run Time Reduction Program time line, management of its program risk and the forecast of the outcome of those proposed action plans.