This thesis is improving a support process with lean in a fast-growing IT startup. It investigates how processes in the service area can benefit from process improvement with lean, and the challenges and similarities that already exists in a startup with a background of agile and lean development. This is studied with both qualitative and quantitative data in order to create a broad point of departure. Common lean tools are used such as value stream mapping, 5S and, Pareto diagrams, but also from the quality management toolbox such as process mapping. The resulting analysis creates the foundation for a more efficient process which the startup can use to scale, measure and control. Lean is found to be a very suitable theoretical framework for this purpose, but some main concepts are found to not translate very well from the manufacturing industry where Lean once originated.

Podemos perceber muitos avanços e progressos na sistemática de gestão e controle de sistemas produtivos. Estes avanços têm sido reportados tanto por especialistas acadêmicos quanto por gestores e formadores de opinião. Técnicas inovadoras de administração e gestão em diversas áreas e processos de negócio (tais como desenvolvimento de produtos, logística integrada e cadeias de suprimentos, gestão da qualidade, estratégias de vendas diferenciadas, etc.) têm impulsionado melhores resultados de forma cada vez mais dinâmica. Fazem parte deste contexto, em especial, os conceitos da Produção Enxuta, que não se limitam aos aspectos técnicos e podem permear os diversos níveis e áreas de uma organização. No entanto, podem ser relatados diversos problemas (e, portanto, oportunidades) relacionados à falta de um tratamento sistêmico para lidar com a variação (ou desnivelamento) na utilização da capacidade produtiva, dentre os quais podemos destacar: vendas desbalanceadas em relação à capacidade do sistema produtivo (em termos de volume e/ou variedade), desnivelamento de vendas ao longo de determinados períodos (ao longo do mês, por exemplo), sistemas de premiação e desempenho que desencorajam a adoção de comportamentos nivelados, etc. Este trabalho explora referências bibliográficas acerca das principais fontes causadoras deste tipo de comportamento desnivelado e, em seguida, será apresentado um modelo simplificado para representação das entidades envolvidas e seus relacionamentos associados à geração de variabilidade. As principais causas e problemas serão relacionados neste modelo e, por fim, são apresentadas as principais soluções, ferramentas e dicas identificadas na literatura e em aplicações práticas na busca pela eliminação destes problemas. / Several advances and progress may be noticed regarding management and control issues of productive systems. These advances have been reported both by managers and by academic experts and opinion formers. Innovative techniques of administration and management in various areas and business processes (such as product development, integrated logistics and supply chain, quality management, sales strategies, differentiated, etc.) have driven to increasingly better results. Included in this context, are the Lean Production Principles, which are not limited to technical aspects and can permeate several areas and business processes of an organization with significant gains. However, they may be reported several problems (and opportunities) related to the lack of a systemic treatment to deal with the variability (or unevenness) of the demand for productive resources, among which we highlight: sales unbalanced in relation to the capacity of the production system (in terms of volume and/or variety of products mix), great variation of total sales among certain periods (during the month, for example), performance and reward systems that discourage the adoption of leveled behaviors. This paper explores bibliographical references on the variation of demand for productive resources and then will be presented a simplified model for representing the involved entities and their relationships associated with the generation of demand variation. The main causes and problems related to the creation of variability of demand will be related to this model. Finally, we present some solutions, tips and tools identified in the literature and practical applications in the quest to eliminate these problems.

The content of this thesis is a set of approaches that lead to a leaner enterprise. Besides the basic lean methods that are described in the theoretical part of this paper, the most attention is devoted to total productive maintenance (TPM). The practical part of this paper primarily focuses on a complete analysis of the maintenance system in Parker Hannifin and then on a project designed to implement the basic elements of TPM in the above mentioned enterprise. At the end of the piece, the project is evaluated and further ideas and recommendations for the future development of TPM in the enterprise are proposed.

Abstract Continuous software engineering (CSE) has instigated academic debate regarding the rapid, parallel cycles of releasing software and customer experimentation. This approach, originating from Web 2.0 and the software-as-a-service domain, is widely recognised among software-intensive companies today. Earlier studies have indicated some challenges in the use of CSE, especially in the context of business-to-business and product-oriented, embedded systems development. Consequently, research must address more explicit definitions and theoretical models for analysing the prerequisites and organisational capabilities related to the use of CSE. This dissertation investigates various approaches to conducting empirical evaluations related to CSE. The study aims to improve existing models of CSE and to empirically validate them in the context of software companies. The study also aims to accumulate knowledge regarding the use of CSE, as well as its impacts. The case study method is applied for the collection and analysis of empirical data. Twenty-seven interviews are conducted at five companies. In addition, a systematic literature review is used to synthesise the empirical research on agile release engineering practices. Design science research is used to portray the model design and the evaluation process of this dissertation. Three approaches for evaluating CSE are constructed: (1) LESAT for software focuses on enterprise transformation using an organisational self-assessment approach, (2) STH+ extends the “Stairway to Heaven” model and evaluates company practices with respect to evolutionary steps towards continuous experimentation-driven development, and (3) CRUSOE defines 7 key areas and 14 diagnostic questions related to the product-intensive software development ecosystem, strategy, architecture, and organisation, as well as their continuous interdependencies. This dissertation states the relevance of CSE in the context of product-intensive software development. However, more adaptations are anticipated in practices that involve business and product development stakeholders, as well as company external stakeholders. / Tiivistelmä Jatkuva ohjelmistotuotanto on herättänyt keskustelua nopeasta, samanaikaisesta ohjelmistojulkaisemisesta ja asiakaskokeiluista. Toimintatapa on peräisin Web 2.0 ja software-as-a-service yhteydestä, mutta se tunnetaan nykyään yleisesti ohjelmistoja kehittävissä yrityksissä. Aiemmat tutkimukset ovat osoittaneet haasteita jatkuvan ohjelmistotuotannon käytössä. Erityisesti haasteita on havaittu yritykseltä yritykselle liiketoiminnassa ja tuotepainotteisten sulautettujen järjestelmien yhteydessä. Näin ollen on havaittu tarve tutkimuksen avulla kehittää täsmällisempiä määritelmiä ja teoreettisia malleja, joilla voidaan analysoida jatkuvan ohjelmistotuotannon käyttöön liittyviä edellytyksiä ja organisaatioiden kyvykkyyksiä. Tässä väitöskirjassa tutkitaan malleja, joilla voidaan empiirisesti arvioida jatkuvaa ohjelmistotuotantoa. Tutkimuksella pyritään parantamaan nykyisiä malleja ja arvioimaan niiden käyttöä ohjelmistoyrityksissä. Lisäksi tutkimuksella pyritään kasvattamaan tietoa jatkuvasta ohjelmistotuotannosta ja sen vaikutuksista. Tiedon keräämiseen ja analysointiin käytettiin tapaustutkimus menetelmää. Kaksikymmentäseitsemän haastattelua tehtiin viidessä yrityksessä. Lisäksi tehtiin ketterään ohjelmistojulkaisuun keskittyvä systemaattinen kirjallisuuskatsaus. Väitöskirjassa käytetään Design Science Research menetelmää kuvaamaan tutkimuksen eri vaiheita, joissa malleja suunniteltiin ja arvioitiin. Tutkimuksessa rakennettiin kolme tapaa jatkuvan ohjelmistotuotannon arvioimista varten: (1) LESAT for Software keskittyy organisaation muutoskyvykkyyden arviointiin käyttäen itsearviointimenetelmää, (2) STH+, laajentaa ”Stairway to Heaven” mallia ja arvioi yrityksen käytäntöjä eri evoluutioaskelmilla matkalla kohti kokeilupainotteista tuotekehitystä, (3) CRUSOE määrittelee seitsemän pääaluetta ja 14 kysymystä liittyen tuotekehityksen ekosysteemiin, strategiaan, arkkitehtuuriin, organisointiin sekä näiden välisiin jatkuviin riippuvuuksiin. Väitöskirja osoittaa jatkuvan ohjelmistokehityksen olevan merkityksellinen myös tuotepainotteisessa ohjelmistokehityksessä. Nähtävissä kuitenkin on, että useita nykykäytäntöjä on tarvetta muokata. Erityisesti muokkaustarvetta on tuotekehityksen ja liiketoiminnan sidosryhmiin ja yrityksen ulkoisiin sidosryhmiin liittyvissä käytännöissä.

Magister Commercii - MCom / Political and economic sanctions between 1970 and 1994 isolated the inward-oriented economy of South Africa from global trends. A variety of factors, such as a challenging new global competitive environment, production overcapacity, falling protectionist tariff barriers in a period of liberalisation, world-class manufacture and globalisation, are contributing to the reform of the economy and the automotive industry. The South African automotive industry therefore faces a major reform in trade policy. The South African government introduced the Motor Industry Development Plan (MIDP) in 1995, to create the necessary levels of competitiveness, promote world class manufacture practices, increase levels of investments and exports that would consequently lead to the successful reconstruction and development of this sector of the South African economy. Subsequent research has shown that the successful adoption of world-class manufacture (or lean production) processes in the South African automotive industry is necessary not only for survival, but also for increased competitiveness of the industry and the improved economic performance of automotive firms. However, complicated links exist between the adoption of world-class manufacture for improved levels of operational competitiveness. for firm-level success, on the one hand, and long-term sustainability of the industry, on the other hand. Combined firm level economic success and long-term sustainability of the industry depend on factors such as international trends, connectivity to global value chains, modern technological capabilities, lean production and enterprise systems, substantial investments, increased exports, world-wide quality standards, as well as customer satisfaction, human resource development, advanced education, skills development, worker participation, government policy and institutional support. This is borne out by a recent study of the auto component sector, utilising a lean , production 'market driver' toolkit. The study found that although component manufacturers significantly improved their operational competitiveness, they have not necessarily experienced improved economic performance levels. More important is connectedness and integration into global value chains, via intermediaries, mergers and acquisitions. The changing political economy of automotive value chains is also important in shaping fum-level operational success and industry sustainability. In this research paper, we review global automotive industry trends which influenced the introduction of the government's visionary MIDP. We then discuss their impact on the performance of the South African assembly and component sectors at industry and finn level. This leads to a series of recommendations for improved performance to world-class manufacture, world-wide quality standards and global competitiveness

Magister Commercii - MCom / Political and economic sanctions between 1970 and 1994 isolated the inward-oriented economy of South Africa from global trends. A variety of factors, such as a challenging new global competitive environment, production overcapacity, falling protectionist tariff barriers in a period of liberalisation, world-class manufacture and globalisation, are contributing to the reform of the economy and the automotive industry. The South African automotive industry therefore faces a major reform in trade policy. The South African government introduced the Motor Industry Development Plan (MIDP) in 1995, to create the necessary levels of competitiveness, promote worldclass manufacture practices, increase levels of investments and exports that would consequently lead to the successful reconstruction and development of this sector of the South African economy. Subsequent research has shown that the successful adoption of world-class manufacture (or lean production) processes in the South African automotive industry is necessary not only for survival, but also for increased competitiveness of the industry and the improved economic performance of automotive firms. However, complicated links exist between the adoption of world-class manufacture for improved levels of operational competitiveness. for firm-level success, on the one hand, and long-term sustainability of the industry, on the other hand. Combined firm level economic success and long-term sustainability of the industry depend on factors such as international trends, connectivity to global value chains, modern technological capabilities, lean production and enterprise systems, substantial investments, increased exports, world-wide quality standards, as well as customer satisfaction, human resource development, advanced education, skills development, worker participation, government policy and institutional support. This is borne out by a recent study of the auto component sector, utilising a lean , production 'market driver' toolkit. The study found that although component manufacturers significantly improved their operational competitiveness, they have not necessarily experienced improved economic performance levels. More important is connectedness and integration into global value chains, via intermediaries, mergers and acquisitions. The changing political economy of automotive value chains is also important in shaping fum-level operational success and industry sustainability.