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Identifiering av processmognad i en kundtjänst
Uppsala University, Disciplinary Domain of Science and Technology, Technology, Department of Engineering Sciences.
2019 (Swedish)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesisAlternative title
Identifying process maturity within a customer service (English)
Abstract [en]

Maturity models can help organizations understand their processes and thereby improve them.  The Capability Maturity Model (CMM) is a framework with five index-based levels that describes key elements in an effective software process. By identifying a level of process maturity, the model's guidelines can be followed for improvement in process performance.

The aim of the study has been to study the performance of a customer service process and identify its process maturity, in order to find proposals for process improvements. By measuring the current performance with the help of combination of methods the process has been compared with CMM's two first levels. The study is based on the questions (1) How does the process perform today? (2) Which level of maturity in relation to CMM does the process have? and (3) How can the processes maturity be improved?

Data has been collected through questionnaires from which the mean values have been compared with the company’s specified goals. Causes of process variation have been studied with the help of regression analyses, employee surveys, interviews with leaders and participatory observations. The performance and maturity of the process has been analysed using CMM's guidelines and the quality tool capability analysis.

The study shows (1) that the process varies considerably and that there are assignable causes of variation in the process. The process is not consistent with the target values. The target values ​​have not been updated in recent years and therefore do not match the actual process capability. There are no well-defined routines to manage the process. (2) The Capability Index is estimated to 0.7 which places the process on the first level of CMM. This would indicate that the process is as unstable and uncontrolled. (3) In order to develop from the first level of CMM, process management principles and target values should be implemented. Control parameters should be implemented in the process both from an organizational perspective and as a customer perspective in order to create the conditions for a more stable process. The organization itself should also implement process work, new goals and routines for improvement work in the daily work.

Place, publisher, year, edition, pages
2019. , p. 38
Series
TVE-LKF ; 19002
Keywords [en]
CMM, improvement, performance, process, process maturity, response rate, SPS.
Keywords [sv]
CMM, förbättring, prestation, process, processmognad, svarsfrekvens, SPS
National Category
Other Engineering and Technologies
Identifiers
URN: urn:nbn:se:uu:diva-388535OAI: oai:DiVA.org:uu-388535DiVA, id: diva2:1333681
External cooperation
Payex
Educational program
Bachelor Programme in Leadership - Quality Management - Improvement
Supervisors
Examiners
Available from: 2019-08-13 Created: 2019-07-01 Last updated: 2019-08-13Bibliographically approved

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