Asiakasraportointiprosessin uudistus finanssiyhtiöissä
Nykyaikaiset liiketoimintaympäristöt ovat dynaamisia ja organisaatioiden pitää jatkuvasti kehittää toimintaansa tarjotakseen asiakkailleen uusia, parempia ja joustavampia palveluja tehokkaammin. Palvelujen laatu, joustavuus ja tehokkuus ovat selkeitä kilpailuetuja markkinoilla. Finanssialan yritysten asiakasraportointi on yksi selkeimmin asiakkaille näkyvistä prosesseista. Tässä tutkielmassa toteutettiin suomalaiselle finanssiyhtiöille uusi asiakasraportoinnin kuukausittaiseen massa-ajoon tarkoitettu sovellus. Tutkielmassa rinnastettiin Business Process Reengineering-malli (BPR) suunnittelutieteellisen tutkimuksen malliin. Näiden mallien avulla uudistusprojekti pystyttiin viemään läpi systemaattisesti ja hallitusti. Tutkielma piti sisällään suunnittelutieteellisen tutkimuksen ja BPR-mallin yhden syklin ongelman identifioinnista evaluointiin asti. Tämän konstruktiivisen tutkielman tuloksena saatiin yrityksen raportointiprosessille uusi merkittävästi tehostettu konstruktio. Tämän lisäksi tutkielman pohjalta saatiin uusia toteutustekniikoita joustavien ja parametrisoitavien prosessien toteutukseen.
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Modern business environments are dynamic and organizations must continuously improve their processes to provide new, improved and more flexible services more efficientily to their clients. Quality, flexibility and efficiency are the obvious competitive advantages.
Customer reporting process of financial services provider is one of the most visible process of the organization to their clients. In this thesis, a new implementation for monthly Customer reporting mass process is presented. This thesis parallelizes Business Process Reengineering (BPR) model and design science process. Implementation process was carried out in systematic and controlled way with the help of these models. This thesis consists of one cycle of design science process and BPR model from problem identification to evaluation. As a result of this constructive study, a new and significantly improved implementation for customer reporting process was obtained. Also, a set of new implementation techniques for flexible and parameterizable processes were obtained.
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