Improvement of the Process for Handling Customer Inquiries : A Study at NVM Arkitektur

Sammanfattning

This study examines the customer inquiry handling process within NVM Arkitektur with a focus on variation related to information handling, documentation practices, communication, and process execution. The purpose of the study is to analyse how the current process operates in practice and to identify factors contributing to inconsistent handling of customer inquiries. The study also aims to identify improvement opportunities based on process-oriented quality management theories.A qualitative case study approach is applied. Data is collected through semi-structured interviews, document analysis, and observations. The empirical material is analysed using process-oriented theories together with quality management tools such as process mapping, SIPOC analysis, Ishikawa diagrams, and 5 Whys analysis.The findings show that the process is characterised by unclear requirements, inconsistent documentation practices, lack of standardised work methods, unclear responsibilities, and variation in communication practices. The analysis indicates that these problems are interconnected and originate from underlying structural conditions within the process rather than isolated operational issues.The study concludes that a more standardised and structured process could reduce undesirable variation and improve consistency in information handling and documentation practices. The proposed improvements include clearer process structures, standardised templates, defined responsibilities, and improved communication routines.