Effektivitetsförbättringar i interna serviceprocesser : En fallstudie inom massa- och pappersindustrin

Sammanfattning: Effective and reliable delivery of services provides long-term performance to an organization. Inorder to create effective and reliable deliveries, activities that do not create value for the customer,namely the wastes, need to be reduced or eliminated. Value Stream mapping is a Leanmanagement tool that aims to clean processes from the wastes. With this as a starting point, studieshave previously been conducted to customize the tool for use on service processes. The studyresulted in Service value stream management, a model implemented in six steps. When the modelis applied in service processes, there is a wide variety of problems that may occur, it is therefore considered not possible to collect all problems in order to provide suggestions for improvements. This study aims to investigate whether the tool can be modified to better suit an internal serviceprocess in the pulp and paper industry. The literature review that has been conducted, revealedthat the existing model does not contain certain, according to the theory, important elementsadapted for Lean service. Beside the waste and tools that the model already consists of, fourrelevant wastes and twelve tools were found during the literature review. Other interestingcomponents that emerged through the literature review, were the views of what an organizationshould learn about and how successes should be measured. In order to fulfill the purpose of ourstudy, the Lean tool Service value stream management, was tested with the additions found duringthe literature review. The test was conducted at an internal service process at a case company tosee if there is evidence to add or remove some of the new wastes, tools or components to themodel. At the case company, data was collected through interviews and observations as well asthrough a survey. The study resulted in the 5K-model which consists five steps to eliminate andreduce wastes. With this model, organizations in the pulp and paper industry should be able tocreate higher efficiency in their internal service processes. To visualize and measure efficiency, amathematical formula was developed that could be considered useful even outside the 5K model.