This case study is about the description and the analysis of the Redesign, the Plan for Implementation, and the Future Development of a Business Process Reengineering (BPR) of a Company that works all over the world in the sector of Manufacturing; the company is: ”A leading engineering group that designs and manufactures automated connection and electrification systems for ports, airports and industrial applications worldwide”. This thesis aims to increase the awareness regarding service design methodology. All my work is divided in two parts: • An exploratory and qualitative approach used to gather information through a literature and interview study. • A practical part in which I describe what was my directly contribution in the redesign of the company, what I have done and how I implemented my work, method usage, process and approach. This two big part are splitted in 4 different chapters: 1. In the first chapter I start with a brief introduction about the Redesign of the Business Processes and the related fields of interest such as: ETO cycle, the evolutionary stages of the Field Service, and some technological applicability (IoT) 1 2. The third chapter is characterized by the SLR on the Field Service technologies with an analysis of Case Studies, a following analysis of the evolutionary stages of the maintenance, through the explanation of the Maintenance Matrix, and finally a particular deepening on the improvement that technologies such as sensors and smart glasses are bringing to field service. 3. The third chapter start with a description of the actual ETO cycle of the company and then focuses on the process mapping and the entire analysis that I personally conducted in the company, starting from the As-is of the business model, moving through the To-be and ending with the Best Practice. 4. The last chapter concerns the conclusions that can be drawn from my work and the future development planned. The finding in the study are discussed and are background for suggestions to how universal design aspects can be embedded in the field of service design.
Progettazione di processi di manutenzione e assistenza sul campo nella produzione
Design of Field Service and Maintenance Processes in Manifacturing
LENOCI, SIMONA
2017/2018
Abstract
This case study is about the description and the analysis of the Redesign, the Plan for Implementation, and the Future Development of a Business Process Reengineering (BPR) of a Company that works all over the world in the sector of Manufacturing; the company is: ”A leading engineering group that designs and manufactures automated connection and electrification systems for ports, airports and industrial applications worldwide”. This thesis aims to increase the awareness regarding service design methodology. All my work is divided in two parts: • An exploratory and qualitative approach used to gather information through a literature and interview study. • A practical part in which I describe what was my directly contribution in the redesign of the company, what I have done and how I implemented my work, method usage, process and approach. This two big part are splitted in 4 different chapters: 1. In the first chapter I start with a brief introduction about the Redesign of the Business Processes and the related fields of interest such as: ETO cycle, the evolutionary stages of the Field Service, and some technological applicability (IoT) 1 2. The third chapter is characterized by the SLR on the Field Service technologies with an analysis of Case Studies, a following analysis of the evolutionary stages of the maintenance, through the explanation of the Maintenance Matrix, and finally a particular deepening on the improvement that technologies such as sensors and smart glasses are bringing to field service. 3. The third chapter start with a description of the actual ETO cycle of the company and then focuses on the process mapping and the entire analysis that I personally conducted in the company, starting from the As-is of the business model, moving through the To-be and ending with the Best Practice. 4. The last chapter concerns the conclusions that can be drawn from my work and the future development planned. The finding in the study are discussed and are background for suggestions to how universal design aspects can be embedded in the field of service design.È consentito all'utente scaricare e condividere i documenti disponibili a testo pieno in UNITESI UNIPV nel rispetto della licenza Creative Commons del tipo CC BY NC ND.
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https://hdl.handle.net/20.500.14239/23915