”Hoppas jag inte glömt nått!” – En analys av informationsprocesser inom kunskapsintensiva tjänsteorganisationer

Sammanfattning: Title: “I hope I didn’t forget anything!” An analyze of information processes within knowledge intensive service organizations. Level: Master thesis in Service Management (15 credits) at Campus Helsingborg, Lund University. Keywords: Information process, communication, boundary-spanning work, healthcare, medical record, computer system and customer perspective. Authors: Ninni Cronberg, Linn Haugen and Åsa Hellman. Advisors: Lars Nordgren and Jan E Persson. Research question: How and in which way is it problematical to create a well functioning information process within a knowledge intensive service organization? Purpose: The purpose of the paper is to analyze the information processes within knowledge intensive service organizations. We will discuss which impact the process theory, communication and boundary-spanning work have on an organizations information processes. Methodology: The paper is based on a patient’s story that illustrates our subject. We have analyzed previous research and collected empirical material with two different approaches; survey and interview. Based on this we have compared, discussed and analyzed the results in our conclusion. Conclusions: The result indicates that there is a lack of a Service Management perspective within information processes. We believe it is necessary to apply a customer perspective on processes to generate a value adding service.