Syfte – Syftet med studien är att undersöka vilka utmaningar som finns i orderprocessen för företag, som tillverkar kundanpassade produkter med höga kundkrav och därefter kunna hantera dessa. Syftet bröts ner i tre stycken frågeställningar, som alla krävde svar innan syftet kunde uppnås. 1. Hur är orderprocessen utformad, för företag som tillverkar kundanpassade produkter med höga kravspecifikationer? 2. Vilka problem finns i orderprocessen, för företag som tillverkar kundanpassade produkter med höga kravspecifikationer? 3. Hur kan dessa problem hanteras och därmed effektivisera orderprocessen för företag som tillverkar kundanpassade produkter med höga kravspecifikationer? Metod – Studiens empiriska data har samlats in genom en fallstudie på fallföretaget Mastec Components AB. Det utfördes genom intervjuer, observationer och dokumentstudier. Utifrån den empirin valdes sedan lämplig teori ifrån litteraturen ut för att göra det möjligt att jämföra de båda i en analys. Resultatet av studien kunde sedan hämtas ifrån analysen. Resultat – Varje företags orderprocess är unik, men det går för den skull att illustrera en generell bild över hur en orderprocess för företag, som tillverkar kundanpassade produkter ser ut. Tack vare att varje orderprocess är unik är också dess problem unika, men det går att sortera in dessa problem i de mer generella kategorierna: variationer, ej värdehöjande aktiviteter och bristande informationsutbyte. Är problemen unika, så är också hanteringen av dem det, men det visade sig vara möjligt att sortera in även lösningsförslagen i mer generella kategorier. Nämligen: eliminera slöserier, standardisera och att effektivisera informationsutbytet. Implikationer – Studiens implikation ligger i att det inte med säkerhet går att peka på några specifika problem eller lösningar till problemen, som går att överföra till orderprocesser i företag, som tillverkar kundanpassade produkter med höga kravspecifikationer. Studien visar istället på att det finns mer generella problem- och problemlösningsmetoder, som går att använda. Begränsningar – Studien begränsas i att lösningsförslagen just bara är förslag. Även om det troligen är förslag, som skulle ta bort många av problemen, så har de inte testats och därmed inte visat sig vara fungerande lösningar. Nyckelord – Orderprocess, processkartläggning, variationer, ej värdehöjande aktiviteter, standardisering, eliminera slöseri, informationsutbyte. / Purpose – The purpose of this thesis is to highlight the challenges that exist within an order fulfillment process, in companies that produce customer adapted products with high requirement specifications and how to manage these challenges. The purpose was decomposed into three questions, that all demanded an answer before the thesis could be considered as finished. 1. How is an order fulfillment process designed in companies that produce customer adapted products with high requirement specifications? 2. Which problems can be found in the order fulfillment process for companies that produce customer adapted products with high requirement specifications? 3. How can these problems be managed and thereby achieve a more efficient order fulfillment process in companies that produce customer adapted products with high requirement specifications? Method – The thesis empirical data was collected from a case study on the company Mastec Components AB. The data came through interviews, observations and document studies. From that data the best fitted theories were decided, so it became possible to analyze the empiric data with the theories, by comparing them to each other. The thesis result was then able to get from that analyze. Findings – Each company’s order fulfillment process is unique, but it is possible to illustrate a general picture of order fulfillment process in companies that produce customer adapted products with high requirement specifications. Because of that every order fulfillment process is unique; its problems also are unique, but you can sort these problems into the general categories: variety, not value added activities and lacking exchange of information. If the problem unique, so is there solutions, but the thesis shows that the solution propositions also can be sorted into more general categories: eliminate waste, standardize and to streamline the exchange of information. Implications – This thesis implication is that you can´t, with 100 % certainty, point out any specific problem or solutions to the problems that could be transferred into other order fulfillment processes in companies that produce customer adapted products with high requirement specifications. What this thesis shows instead is that there are more general problems and solutions that can be used. Limitations – This thesis is limited because of its propositions of solutions just is propositions. Even if the propositions probably solves most of the problems, they are not tested and therefore you can´t say that they are really working. Keywords – Order fulfillment process, process mapping, variety, not value adding activities, standardization, eliminate waste, exchange of information

Det offentliga Sverige digitaliseras i en snabb takt och om fördelarna med den tekniska utvecklingen ska kunna tas tillvara krävs det tillgång till ett antal grundläggande funktioner. En viktig grundfunktion är möjligheten att på ett säkert sätt kunna identifiera användare av e-tjänster och att kunna kontrollera att elektroniskt underskrivna handlingar är äkta. En nödvändig del av den grundläggande infrastrukturen för såväl e-förvaltning som för kommersiella aktörer är därmed elegitimering och e-underskrift. Den här studien syftar till att utforska processen för hantering av hyreskontrakt hos Uppsala kommun. För att utforska den här processen utgår studien från tre frågeställningar – (1) hur processen ser ut idag, (2) hur processen kan förbättras, samt (3) hur den förbättringen kan implementeras i organisationen. De problem som finns i processen idag är att processen är väldigt papperstung. Anledningen till att processen är papperstung är den stora mängden hyreskontrakt som hanteras. Hyreskontrakten hanteras i flera olika steg och de ska undertecknas i skrift av flera olika personer på flera olika exemplar. Teorin i den här studien är uppbyggt främst från kvalitetsteknikens egna teorier och modeller, men även från andra områden, såsom digitalisering. Kvalitetsteknikens teorier och modeller användes som en grund till förbättringsarbetet där digitaliseringen kom in och användes för att stärka upp förbättringen av det specifika fokusområdet. De metoder som användes vid datainsamlingen var främst intervjuer. De genomfördes i form av ostrukturerade intervjuer. Vid datainsamlingen gjordes även en insamling av kvantitativa data. Dataanalysen gjordes med hjälp av ett fiskbensdiagram där huvudkategorierna utgick från de olika typer av slöseri som Lean-konceptet använder. För att analysera de identifierade problemen i fiskbensdiagrammet ännu mer användes ”fem varför?” för att hitta rotorsakerna till problemen. Resultatet visade att den dåvarande processen var väldigt omfattande med alla dess steg samt komplicerad då hyreskontrakten skulle skickas mellan både interna och externa parter. Resultatet visar även att grundorsaken till majoriteten av problemen berodde på att Uppsala kommun inte har digitala funktioner som kan hantera underskrifter av hyreskontrakten. Slutsatsen av den här studien är att genom en digitalisering av processen skulle stora förbättringar kunna göras. Antal steg i processen skulle minska och hanteringen av varje avtal skulle bli enklare då processen skulle slippa hantering av papper. / Public Sweden is digitised at a rapid pace and if the benefits of technological development would be utilised, access to a number of basic functions is required. An important base is the possibility that in an appropriate way identify users of e-services and to verify that acts have electronic signatures. Electronic identification and e-signatures are a necessary infrastructure for both e-administration and commercial actors. This study leads up to explore the process for administration of rental agreements at Uppsala kommun. To be able to explore this process, the study is based on three question formulations - (1) how the process is working today, (2) how the process can be improved and (3) how the improvement can be implemented in the organisation. The current problem with the process is that it is mainly based on paper. The reason for that is the big amount of rental agreements being handled. The rental agreements are handled in many different steps and need to be manually signed by many different persons in many copies. This study is based on various theories and models from the Quality Technology, and also from the digitalisation area. The theories and models from the Quality Technology was used as a base for the work of improvements, where the digitalisation was used as a complement to strengthen the improvement of the specific area. The methods that have been used for the data collection were foremost interviews. They were made in an unstructured form. Through the data collection, quantitative data were also collected. The analyse of data was made through a fishbone diagram where the main categories were originated from the different kinds of waste from the Lean concept. To further analyse the identified problems in the fishbone diagram, the method 5 Whys were used to find the root cause of the problem. The result showed that the former process was extensive containing a lot of steps and also complicated because the rental agreements were distributed between internal and external parts. The result also shows that the main cause of the majority of the problems was caused by the fact that Uppsala kommun does not have digital functions that can handle signatures of the rental agreements. The conclusion of the study is that big improvements can be done if a digitalisation of the process would be done. The number of steps in the process would be reduced and the handling of every agreement would be easier if the process got rid of all papers.

The bullwhip effect is defined as an upstream amplification of demand variability and has received interest within multinational companies for decades. As early as in the 1950’s, Forrester (1958) discussed what is today known as the bullwhip effect, which has a negative impact on the customer service, costs, and inventory investment in a supply chain (Lee et al., 1997). Even though the bullwhip effect has been noticed in various industries, the consequences, in form of decreased availability and increased costs the further up the supply chain the bullwhip goes, still remain. The employees at Volvo Group Service Market Logistics suspect that their supply chain has been affected by the bullwhip effect and want to know if it is correct and subsequently know why it has occurred. Therefore, this master’s thesis highlights the root causes of the bullwhip effect and presents strategies to mitigate it. To understand how the bullwhip effect affected the Volvo Group Service Market Logistics’ supply chain, the purpose was formulated as follow: The purpose of this study is to identify events in the Volvo Group Service Market Logistics’ supply chain where the bullwhip effect has occurred, its root causes, and how to reduce or eliminate the bullwhip effects.  The studied flow was from the Central Distribution Center (CDC) in Ghent, to the Regional Distribution Center (RDC) in Brazil, to the Dealers associated to the RDC in Brazil, and the customers. Data was collected from each node and events were studied to find bullwhip events. After sorting out the part numbers that passed the criteria for bullwhip events, the amount of data had to be reduced even more. A couple of different conditions were applied which resulted in four suitable bullwhip events. Thereafter, the authors conducted interviews with Logistics Managers at each node of the supply chain to find the root causes of the bullwhip effect in each studied event.  Among the several found root causes, lack of information transparency was the most frequent occurring root cause, found in three out of four studied bullwhip events. Insufficient communication and lack of information sharing cause bullwhip effects, and the authors found that improved communication both between and within the nodes will contribute to better planning, and consequently avoided bullwhip effects. Other root causes found were issues with the ordering system, lack of learning and experience, neglected lead times, fear of empty stock, price fluctuations, and phase-out of the spare part.  To reduce or eliminate the bullwhip effect, the focus was on mitigating the root causes since the root causes create opportunities for the bullwhip effect to occur. Four suggestions were given with suitable mitigation strategies found in the literature, where the four suggestions were sales campaigns, prepare for boosts, keep track of manually placed orders, and ordering system and Logistics Manager behavioural issues. The suggestions could then be connected to the different found root causes. The stated suggestions and mitigation strategies focused on mitigating the root causes in a long-term perspective and consequently the bullwhip effect itself.