Electrolux är ett ledande globalt företag inom vitvaror och hushållsprodukter. Electroluxutvecklar, konstruerar och tillverkar varma, kalla och våta hushållsprodukter samt annansmåelektronik under olika varumärken. Varumärket Electrolux står för hög kvalitet som äveninkluderar en världsledande serviceorganisation för att tillhandahålla bra kundservice.Electrolux har på senaste tiden sett en trend i ökande andelar returer av reservdelar frånservicegivarna. Det identifieras som en möjlig kvalitetsrisk inom serviceprocessen. För attförebygga detta har det här examensarbetet utvärderat kvalitén i serviceprocessen ochrekommenderar förändringar för att bibehålla och öka kvalitén inom kundservice.Målet med arbetet har varit att öka kvalitén inom serviceprocessen på alla nivåer, till varje externoch intern kund. För att identifiera förbättringsområden genomfördes enverksamhetskartläggning med fokus på arbetsrutiner och hanteringen av reservdelar inomserviceprocessen. En grundorsaksanalys genomfördes för att identifiera underliggande orsakertill de olika problemområdena och för att ta fram förbättringsåtgärder som sedan utvärderats.Arbetet har varit avgränsat till att bara studera den svenska serviceorganisationen ochgarantireparationer för vitvaror och hushållsmaskiner. Andra avgränsningar för arbetat har varitatt resultatet inte ska påverka dagens målvärden negativt och inte heller påverka dagenstransportflöde.Resultatet av projektet är presenterat i form utav ett framtidsläge för serviceprocessen. För attuppnå detta framtidsläge så har en aktivitetsplan tagits fram med rekommenderade förbättringarsom är utformade för att åtgärda problemen i serviceprocessen. De rekommenderadeförbättringarna eliminerar dubbelt arbete, reducerar antalet arbetsmoment, samlar all tekniskinformation i en informationskanal och gör det möjligt att materialplanera reservdelar som äröverblivna från tidigare uppdrag.Tidsbegränsningen har gjort att fokus har legat på att ta fram konkreta och implementerbaraförbättringsåtgärder. Förbättringsområden har identifierats inom IT-system och organisation,något som diskuteras för fortsatta arbeten. / Electrolux is a leading global company in home and kitchen appliances. Electrolux develops,designs and manufactures home appliances for hot, cold and water applications and other smallhome appliances under different brands. The Electrolux brand stands for high quality whichincludes an excellent service organization to provide good quality in customer care.Electrolux have lately seen a trend with increasing returns of unused spare parts from serviceproviders. This is identified as a possible quality risk in the service process. To prevent this tooccur this Master´s Thesis has evaluated the quality in the service process and recommendsactions to maintain and increase the level of quality in customer care.The aim of the project has been to increase the quality in the service process in every level, toevery internal and external customer. To identify improvement areas a business mapping of theservice process was performed, focusing on the different procedures within the service processand spare part management. A root cause analysis was made to find the underlying causes ofdifferent problem areas and ideas for improvements have been generated and evaluated.The project was limited to only include the Swedish service organization of guarantee repairs ofhome appliances within the Electrolux group. Other limitations of the project were to not affectthe key performance indexes adversely and to not include the supply chain of spare parts in theproject.The result of the project is presented as a future state for the service process. To reach this futurestate an action plan was made were recommended improvements are combined to address theproblems in the service process. The identified problems can be improved by eliminatingduplication of work, reducing the number of steps, gathering all technical information to oneplatform and to make surplus spare parts available for material planning.The outcome of the project was limited by time and therefore focus was to develop concrete andimplementable improvements. On a concept level the IT-system and organization relatedimprovement areas were evaluated, which are discussed and recommended for future work.

Corporate expenses for IT support of marketing are surging every year, and therefore the processes of marketing support, which contain all the technical aspects of marketing campaign execution and measurement, are attracting more attention than before. The diploma thesis introduces a basic overview of direct marketing and marketing support operations in corporations and presents a reference model to help optimize the marketing support processes. The thesis contains a research of theoretical fundamentals of process modelling and reference model building, a basic overview of corporate direct marketing, an analysis of direct marketing processes and the most relevant processes of marketing support. The reference model, which is based on the outputs from both theoretical parts, includes a detailed description of marketing support processes and outlines the process boundaries in the form of SLA. The model is then tested on two case studies, which emphasize the practical opportunities as well as the major benefits of using the model.

Les travaux présentés dans ce mémoire s’inscrivent dans une problématique d’aide à l’élaboration d’offres, en adoptant le point de vue de l’entreprise soumissionnaire lors d’un processus de réponse à appel d’offres. Ces offres peuvent concerner indifféremment des produits, des services ou des systèmes produit-service (PSS). Dans le cadre de nos travaux, nous regroupons cette diversité sous le terme « PvSS ». Nous nous intéressons donc à la problématique suivante : «Comment maîtriser et assister l’élaboration d’offres en réponse à appel d’offres ?». Notre première contribution consiste en un cadre de modélisation et d’exploitation des connaissances. Ce cadre est composé d’un modèle générique de structure d’offre, ainsi que d’un modèle d’exploitation des connaissances. Le modèle générique de structure d’offre permet de modéliser à la fois (1) la solution technique (ce que l’entreprise propose au client) et (2) son processus de réalisation (comment l’entreprise fournit cette solution). Il intègre également les notions de contexte d’élaboration, d’exigences client, d’indicateurs d’évaluation (coût, délai de réalisation, confiance, etc.) et de risques. Ce modèle est formalisé et exploité à l’aide d’une taxonomie, d’un problème de satisfaction de contraintes (CSP) et de raisonnement à partir de cas (CBR). Notre deuxième contribution porte sur la caractérisation d’une méthodologie de déploiement et d’exploitation du cadre proposé. Cette méthodologie, appelée ISIEM, intègre des phases d’adaptation et de déploiement du cadre en entreprise (phases d’Initialisation, Spécialisation et Implémentation), mais également des phases d’utilisation (phases d’Exploitation et Mise à jour). Les travaux présentés dans ce mémoire s’inscrivent dans le cadre du projet ANR OPERA. Nos deux contributions sont illustrées par un cas d’étude provenant de l’une des entreprises partenaires du projet. / The work presented in this thesis deals with assistance in bid elaboration, by adopting the point of view of the bidder during a tendering response process. These bids may concern products, services or product-service systems (PSS). As part of our work, we group this diversity under the term“PvSS”. We are therefore interested in the following problem: “How to master and assist in bid elaboration in response to calls for tenders?”. Our first contribution is a framework for modelling and exploiting knowledge. This framework is composed of a generic model of bid structure, as well as a knowledge exploitation model. The generic model of bid structure allows the modelling of both (1) the technical solution (what the company proposes to the customer) and (2) its realization process (how the company provides this solution to the customer). It also integrates the elaboration context, customer requirements, the evaluation indicators (cost, delivery time, confidence, etc.) and risks. This model is formalized and exploited using a taxonomy, a constraint satisfaction problem (CSP) and case-based reasoning (CBR). Our second contribution deals with the characterization of a methodology for deploying and exploiting the proposed framework. This methodology, called ISIEM, includes phases of adaptation and deployment of the framework in enterprise (Initialization, Specialization and Implementation phases), but also phases of use (Exploitation and Maintenance phases). The work presented in this thesis is part of the ANR OPERA project. Our two contributions are illustrated by a case study from one of the project’s partner companies.

Lean is an umbrella term for a powerful combination of techniques to maximize customer value by minimizing waste and achieving continuous flow through a sustainable culture of continuous improvement. The term ―lean is used in the U.S. for what was originally created as the "Toyota Production System" by the Japanese carmaker. It is so fashionable since it was born that it’s been widely used in the manufacturing industry during the past decades all over the world. No matter in the opinion of insiders or outsiders, this is a magical word stands for discovering and eliminating discreet wastes, reducing resources requirement and time demand for production, making the manufacturing process efficient and cost effective and eventually building the sustainable competitive advantage of the organization. There’s already a world of books discussing the implementations. But as for the service delivery process, especially within the telecom industry, there’s no qualitative research carried out to check the validation of lean tool yet. Most researchers still remain on the theoretical level, arguing and debating on the applicability. The objective of this research is to fill in this research niche, check the possibility of using lean tool, naming VSM, to study and redesign the service delivery process in a qualitative way. The research question comes to how to apply the tool in a qualitative way and exam the both sides of the coin. The author investigated on the service delivery process performance in the Business-As-Usual projects and the key performance indicators of the case company business unit to find out any inconsistencies. One of the powerful lean tools - VSM is used step by step, node by node to identify existing discreet wastes. Based on the lean philosophy and literature reviews, potential possible improvements are proposed to eliminate the wastes, afterwards an ideal new VSM is created, with which it is able to dramatically reduce the resources required to seize customer value, satisfy the same amount of customer demand, increase customer satisfaction, make the company focusing on continuous improvement, and in the end move the company to a higher position in the field with stronger competence to win more market share. This research work is conducted as a single case study under the lean philosophy by collecting and studying qualitative data using various semi-structured interviews and archival data analysis. Six applicable solutions to lead the organization lean is proposed, and based on which, a brand new Optimization Focus Matrix is introduced to have a broader applicability. Possible benefit, difficulties in implementation and potential risks are also presented. The thesis ends with conclusion, answer to the research questions and discussion on the thesis limitation & future research direction.

長久以來，企業核心競爭能力早已被公認是企業獲利以及維繫的驅動者，對於服務業當然也不例外。為了有效生存於現今惡劣的商業環境，服務業必須維護其服務能力之成熟度，以使用者為服務的核心，並以消費者的需求為服務的出發點。唯有以客戶為本，才能使企業永續經營，故台灣服務業若要加入國際市場營運，企業服務能力將扮演一個相當重要的角色。 隨著人類壽命的延長、以及關心個人健康的中產階級崛起，健康檢查已逐漸成為新全民運動。由於市場龐大與需求旺盛，為了服務有健康意識且經濟條件佳的客群，全台醫院和專業診所紛紛設立健康管理中心，提供燈光美、氣氛佳、餐點好、服務親切的健檢環境，其中不少醫院更是砸下重金，重新改造內部裝潢與購買最新式的檢查儀器。因此，高階健檢產業如雨後春筍般的蓬勃成長。 本研究認為，為了實現更高的服務品質，高階健康檢查事業應適當的進行商業流程再造。藉由不斷地改善流程，企業得以回應並滿足顧客的需求，增加企業服務顧客的能力，持續提升服務品質。因此，本研究引用服務企業流程模式的架構，以高階健康檢查事業為研究對象，主要的研究問題分為三大部分：一為適用高階健康檢查事業的服務能力評量模式發展，其二為編輯符合實務用詞的流程領域描述說明，其三為提供高階健康檢查事業品質成長的參考軌跡。 本研究之結果，定義了高階健康檢查事業服務能力等級與成熟等級之表述方式，主動性的給予被評鑑機構一個品質提升的建議與參考的軌跡。本研究設計一套『高階健康檢查事業服務能力成熟度之自我評鑑與改善建議系統』，協助高階健康檢查事業自我評量服務成熟等級，並提供透過資訊科技應用來提升等級的建議。透過階段性的資訊科技應用採納，可妥善配置資訊科技採納進程並編製預算執行順序，來強化醫療照護服務的能力成熟度等級。 / Core competitiveness of enterprise has long been recognized as the driver of profits and sustainability of a business. Service industry is certainly in no exception. In order to effectively survive in today's harsh business environment, services business must maintain its maturity of service capabilities, treat consumer as the core of the services and serve the consumer need as the basic of services. Such consumer-oriented strategy is the key to ensure the long term prosperity of business. It is also essential to Taiwan's service industry for her successful operations in international market. With the extended human lifespan, as well as the rise of the middle class with concern about personal health, health checkup service has become a new national sport. In order to serve customers, who have health-conscious mind and favorable financial affordability, hospitals in Taiwan provide specialized clinics and health management centers. They offer soothing lights and good atmosphere as well as healthy meals and friendly services. Such reformation in health checkup business has seen vigorous market growth and received significant investment on both medical equipment and interior remodeling of examination facility. This study suggests that in order to achieve a higher quality of advanced health checkup service, adequate business process reengineering should be carried out as per need. With constantly improving processes, the service unit would be able to respond and fulfill the customer needs, increase the customer service capacity of the enterprise, and continue to improve service quality. Therefore, this study adapts service business process model as research framework and chooses advanced health checkup business as the research subject. The main research questions are divided into three parts: first is developing a service capability evaluation model for advanced health checkup business; second is editing descriptions of process areas in line with practical terms; third is providing a roadmap of advanced health checkup business to improve their service quality. Results of this study helps to define the capability level representations and maturity level representations for advanced health checkup business. It could proactively provide suggestions to and also be adopted as a reference roadmap for service quality improvement by the evaluated companies. This study also implements a “self-evaluation and improvement recommendation system for advanced health checkup service capability maturity level”, which assists advanced health checkup business to self-assess the maturity level of service capability, and provide recommendations to enhance the level through IT applications. Through the stage-wise IT application adoption, it could properly arrange IT adoption schedule, prepare budget execution order and strengthen the maturity level of health care services capability.