Bakgrund: Ur en logistisk synvinkel är order-till-leveransprocessen en av de viktigaste processerna ett företag förfogar över, då processen inkluderar flera aktörer och samarbetet mellan dessa är av stor vikt. Ett företags processer bör granskas så att kvalitetsbrister kan identifieras för att sedan eliminera dubbelaktiviteter samt icke-värdeadderande aktiviteter som återfinns i processerna. En processkartläggning underlättar identifieringen av kvalitetsbrister i en process samt att den skapar en förståelse hur företagets olika delar hänger ihop för att skapa det slutliga kundvärdet. Syfte: Syftet med denna studie är att genom en processkartläggning av JGAs order-till-leveransprocess identifiera kvalitetsbrister som uppstår från godshämtning av sågat och torkat virke till avsändning mot kund. Vidare kommer syftet ta fram grundläggande orsaker till kvalitetsbristerna i JGAs produktförädling samt ge rekommendationer till hur dessa kan minimeras. Metod: Studien är en fallstudie för JGAs order-till-leveransprocess med ett positivistiskt synsätt och deduktivt angreppsätt. Den empiri som studien bygger på har samlats in genom semi- och ostrukturerade intervjuer, deltagande observationer samt en fokusgrupp. Teorin kring processkartläggning, kvalitetsbrister och orsak-verkandiagram har samlats in från litteratur från Linneuniversitetets bibliotek och genom databaser. Urval för intervjupersoner har skett genom ett snöbollsurval. Slutsatser: Kvalitetsbrister i JGAs order-till-leveransprocess har identifierats med hjälp av den processkartläggning som gjorts för studien. Dessa kvalitetsbrister har tillsammans med JGA diskuterats för att se vad som krävs för att åtgärda dessa och vilken effekt de skulle få för verksamheten. För varje kvalitetsbrists har författarna listat flera förbättringsförslag som de rekommenderar för JGA. / Background: Form a logistics point of view the order-to-delivery process is one of the most important processes in a company. Due to the number of operators included in the process, cooperation between them is of great importance. Company’s processes should be evaluated in order to identify quality defects and to eliminate dual activities and non-value adding activities. A process mapping help the company to identify quality defects within the process and to create a better understanding on how the company’s different activities connect in order to create value for the customer. Purpose: The purpose of this study is through a process mapping of JGA’s order-to-delivery process identify quality defects arising within the process, starting with sawed and dried lumber to delivery to customer. Furthermore, the purpose is to identify the cause to the defects within the process and give recommendations on how these can be minimized. Method: This study is a case study on JGA’s order-to-delivery process with a positivistic and deductive approach. The empirical data has been collected though semi and unstructured interviews, participant observation and a focus group. The theory regarding process mapping, quality deficiencies and cause-effect has been collected from literature from Linnaeus University library and different databases. Selections of interviewees have been through a snowball selection. Conclusions: Quality deficiencies within JGAs order-to-delivery process has been identified though the process mapping that has been done in the study. These quality deficiencies have been discussed together with JGA to se what effort it takes to solve them and the effect it would have on the business. For each quality deficiency the authors have listed a number of improvement proposals that they recommend to JGA.

~ 3 ~ Abstract Master Program in Business process and Supply Chain Management Degree Project in Logistics 15 hp, Course 4FE06E Authors: Alexandra Dagberg, Alexander Thorén, Giovanni Tozzi, Kalin Velichkov Tutor: Roger Stokkedal Examiner: Helena Forslund Title: “Minimizing the risk of material shortage and waiting times via an improved order to delivery process – A study conducted within IV Produkt in Växjö” Background: Inventory Management activities have gained a relevant importance over the time in reducing uncertainties at both upstream as well as downstream levels of the supply chain, allowing a smooth material flow between chain members while responsively meeting customer demand. Control activities over the inventory represent a challenged and controversial aspect for most of today’s companies, including IV Produkt. Problem discussion: IV Produkt has, due to the rapid growth during the last ten years, fallen behind the area of inventory management as well as internal material handling process. The reason is that the company has not been able to develop these functions with the same pace as the economic growth. Consequently, the firm is facing difficulties to efficiently supply assembly lines, causing material shortage and waiting times. Research questions: RQ1: - How is the order to delivery process, from material supply functions to the Assembly line 2, at IV Produkt built up today? RQ2: - How can the order to delivery process of raw material and semi-finished products, between material supply functions and the Assembly line 2, be improved in order to minimize the risk of material shortage and waiting times? RQ3: - How can the physical storage of raw material and semi-finished products be structured within the studied area in order to support RQ2? Method: This thesis represents a descriptive case study conducted via a positivistic perspective and a deductive approach. Data was collected by interviews, observations and questionnaires, as well as via academic literature procured via a research in Linnaeus University’s library and via the use of approved web databases. Results are based on quantitative data collected from the studied company, guaranteeing the scientific credibility of the thesis. The respect of ethical principles were ensured by a discussion with company to mutually agree on the confidentiality of the presented information. Conclusion: The conclusion shows how the studied order to delivery process is built up today, highlighting several kind of waste in the current material and information flows. As a result, several actions, such as an extended use of the data system, the application of Kanban and the implementation of the ABC logic, in combination with a new proposed storage layout, were identified and proposed in order to minimize the risk of material shortage and waiting times.

Kurs: Examensarbete i logistik och controller för Civilekonomprogrammet, 30 hp. 4FE18E & 4FE19E, VT17 Författare: Viktor Lööf och Rasmus Tandrup Handledare: Hana Hultén Examinator: Helena Forslund Titel: Tvärorganisatoriska förbättringsmöjligheter – En fallstudie om kvalitetsbrister inom order-till-leveransprocessen Bakgrund: Leverantörer har fått en allt viktigare roll i försörjningskedjan och order-till leveransprocessen har därför beskrivits som en av företagets viktigaste processer. Genom att identifiera kvalitetsbrister inom E-handelsföretagets order-till-leveransprocess och utveckla förbättringsåtgärder för att minimera dessa kan en mer välfungerande process uppnås. För att säkerställa resultatet av en genomförd kvalitetsförbättring måste företag även utveckla styrning för den berörda processen, där det inom order-till- leveransprocessen kan finnas hinder vid utformningen av prestationsmätning mellan leverantör och köpare. Syfte: Syftet med denna studie är att identifiera kvalitetsbrister inom E-handelsföretagets order-till-leveransprocess samt att utveckla förbättringsåtgärder som reducerar de förekommande bristerna. Vidare är syftet att identifiera de hinder som finns vid utformning av prestationsmätning mellan köpare och leverantör inom order-till- leveransprocessen. Metod: Denna studie grundar sig på en kvalitativ ansats. I linje med studiens syfte har en fallstudie gjorts hos E-handelsföretaget. Empiri har insamlats genom observationer, intervjuer och en fokusgrupp. Slutsats: Merparten av de kvalitetsbrister som identifierats inom E-handelsföretagets order-till-leveransprocess härleds till aspekten informationskvalitet. För att reducera dessa kvalitetsbrister presenteras en EDI-lösning mellan köpare och leverantör som en möjlig förbättringsåtgärd, vilket ger förutsättningar för att skapa och kommunicera information vid rätt tillfälle. Majoriteten av de hinder som identifierats vid utformning av prestationsmätning inom order-till-leveransprocessen kan kopplas till vem och hur själva mätningen genomförs mellan köpare och leverantör. Studiens resultat sammanställs i tabell 8 och figur 30, se avsnitt 6.1. / Course: Thesis in logistics and controller for the MBA program, 30 hp. 4FE18E & 4FE19E, VT17 Authors: Viktor Lööf and Rasmus Tandrup Supervisor: Hana Hultén Examiner: Helena Forslund Title: Interorganizational improvements - A case study of quality deficiencies within the order-to-delivery process Background: Due to the increased role of suppliers within the supply chain the order-to- delivery process has been described as one of the most important processes in a company. By identifying quality deficiencies within the order-to-delivery process and developing measures addressing how these can be minimized the overall quality of the process can be improved. To ensure the results of quality improvements companies also need to manage the performance of the process. Managing performance is however connected to obstacles when integrating performance measurement between buyer and supplier within the order-to-delivery process. Purpose: The purpose of this study is to identify quality deficiencies within the case company’s order-to-delivery process and develop improvement measures addressed to reduce the identified deficiencies. Furthermore, the purpose is to create an understanding of obstacles to integrating performance measurement between buyer and supplier within the order-to-delivery process. Method: This study is based on a qualitative approach. In line with the purpose of the study a case study has been conducted at an E-commerce company. The empirical data has been collected through observations, interviews and a focus group. Conclusions: The majority of quality deficiencies found within the studied order-to- delivery process are related to the dimension information quality. To reduce these deficiencies an EDI-solution between buyer and supplier is proposed, providing conditions to create and communicate accurate information at the right time. Most of the obstacles to integrating performance measurement within the order-to-delivery process identified were connected to how the actual measurement is performed. The results of the study are summarized in table 8 and figure 30.

Thesis, civilekonomprogrammet, School of Management and Economics at Växjö University, Logistics, FE3094, spring 2009 Author: Patrik Schultz 840222 Tutor: Helena Forslund Title: Performance management process at Wica Cold – towards an improved performance in the order-to-delivery process Background: Performance measurement and the management of it have become of great importance for organizations in order to compete in today’s business environment. The performance management process at Wica Cold AB is not very well developed and they would know like to know how it can be developed in order to improve performance in the order-to-delivery process. Performance in this thesis covers the aspects of efficiency, quality, deliveries, time, flexibility and improvements. The PM-process is in this thesis seen as measures used, collection and analyzing of data and make use and take action based on the measures. How to make use of the measurement information, what should be measured and that lack of resources is an important aspect for the PM-process in SMEs like Wica are the main problems identified. Objectives: The objectives are to describe the PM-process at Wica Cold and the corresponding performance in the OTD-process. Furthermore the objectives are to find ways to develop the PM-process in order to improve performance in the OTD-process, also taking into consideration the characteristics of a SME regarding the PM-process. Methodology: This thesis is a case study and it is both descriptive and explanatory. The main scientific perspective in this thesis is the positivistic and it has a deductive approach. Data is mostly collected through semi-structured interviews. The scientific credibility is secured by interviewing employees at different positions, consider many views (theory, the benchmark study at Getinge Disinfection and the variety of data collection at Wica) and by gather all relevant information for the thesis on my hard drive. Results, conclusions: The current PM-process only has a few measures and it is not communicated to the employees very well. The performance in the order-to-delivery process is satisfying but can in many ways be improved. The PM-process can develop with some new measures and some small changes and additions in the current measures. One main aspect in this regard is to measure the amount of guarantee claims and percentage of orders delivered on time instead of only costs for backorders and guarantee claims. The measures should be published on a board on the shop floor as a way to make use and take action based on the measures. Meetings every other week should be in place to discuss ideas from employees and the value-added time. This improves performance since it highlights important aspects and common problems and a way to improve that performance can be found. The characteristics of a SME are taken into consideration for instance by limiting the amount of measures used and by making them simple and easy to collect.

<p> </p><p> </p><p><strong>Thesis, civilekonomprogrammet, School of Management and Economics at Växjö University, Logistics, FE3094, spring 2009</strong></p><p><strong>Author:</strong> Patrik Schultz 840222</p><p><strong>Tutor:</strong> Helena Forslund</p><p><strong>Title:</strong> Performance management process at Wica Cold – towards an improved performance in the order-to-delivery process</p><p><strong>Background:</strong> Performance measurement and the management of it have become of great importance for organizations in order to compete in today’s business environment. The performance management process at Wica Cold AB is not very well developed and they would know like to know how it can be developed in order to improve performance in the order-to-delivery process. Performance in this thesis covers the aspects of efficiency, quality, deliveries, time, flexibility and improvements. The PM-process is in this thesis seen as measures used, collection and analyzing of data and make use and take action based on the measures. How to make use of the measurement information, what should be measured and that lack of resources is an important aspect for the PM-process in SMEs like Wica are the main problems identified.</p><p><strong>Objectives:</strong> The objectives are to describe the PM-process at Wica Cold and the corresponding performance in the OTD-process. Furthermore the objectives are to find ways to develop the PM-process in order to improve performance in the OTD-process, also taking into consideration the characteristics of a SME regarding the PM-process.</p><p><strong>Methodology:</strong> This thesis is a case study and it is both descriptive and explanatory. The main scientific perspective in this thesis is the positivistic and it has a deductive approach. Data is mostly collected through semi-structured interviews. The scientific credibility is secured by interviewing employees at different positions, consider many views (theory, the benchmark study at Getinge Disinfection and the variety of data collection at Wica) and by gather all relevant information for the thesis on my hard drive.</p><p><strong>Results, conclusions:</strong> The current PM-process only has a few measures and it is not communicated to the employees very well. The performance in the order-to-delivery process is satisfying but can in many ways be improved. The PM-process can develop with some new measures and some small changes and additions in the current measures. One main aspect in this regard is to measure the amount of guarantee claims and percentage of orders delivered on time instead of only costs for backorders and guarantee claims. The measures should be published on a board on the shop floor as a way to make use and take action based on the measures. Meetings every other week should be in place to discuss ideas from employees and the value-added time. This improves performance since it highlights important aspects and common problems and a way to improve that performance can be found. The characteristics of a SME are taken into consideration for instance by limiting the amount of measures used and by making them simple and easy to collect.</p>

Title: Collaborative Supply Chain Performance Measurement Systems. A multiple case study on the OTD-process of manufacturing SMEs in the Swedish lighting industry. Authors: Arvid Svensson, Frida Gustafsson and Julien Guillaume. Background: Even though the multiple stated benefits of Supply Chain Performance Measurement Systems (SCPMS) to enhance the collaboration, there is a lack of research, especially regarding the presence among Small and Medium-sized Enterprises (SME). Closely associated with the presence of a SCPMS are the challenges. Research on SCPMS and the accompanied challenges have been made in multiple fields and contexts. Yet, SCPMS in the Order to Delivery (OTD)-process between a SME lighting manufacturer and their key customers is missing. Purpose: The purpose of this thesis is to investigate to what level collaboration regarding SCPMS is present in the OTD-process among the cases studied as well as explain this level of collaboration by studying the challenges of SCPMS. The aim is to contribute to existing literature with an explanatory model that highlights the challenges for a highly collaborative SCPMS with their key customers. This model should also give practical contributions to the case companies. Method: A multiple case study have been conducted. Qualitative data has been gathered through semi-structured interviews. Findings and Conclusion: The findings show that the level of collaboration in the SCPMS differs from no presence at all to an almost total high presence in the cases studied. The criteria that were found in previous literature for high collaboration in the SCPMS were overall similar to the practices found in the cases. Most of the challenges found in previous research were able to explain the difference in level of collaboration in the SCPMS. The two major challenges were lack of knowledge and lack of will. Lack of knowledge was present where the will to progress was clear, while also in one case, there was not even a will to progress. Overall, the company with low level and will to progress was most likely to perceive challenges, while the company with the highest level perceived the least challenges.