Spårbarhet och standardisering i en internstödprocess : En fallstudie av hantering av arbetsutrustning i en svenskkollektivtrafikorganisation

Sammanfattning

This study examines the handling of work equipment in an internal support process within aSwedish public transport organization. The background of the study is that internal supportprocesses are important for organizational quality, efficiency and the ability to create stableworkflows. The problem addressed in the study is that internal support processes involvingseveral functions can be characterized by variation, unclear responsibility distribution andlimited traceability.The purpose of the study is to analyze how internal support processes for work equipmentmanagement can be organized to create conditions for traceability, standardization andeffective information flows between involved actors. The theoretical framework is based onTotal Quality Management, Business Process Management, Business ProcessStandardization, Lean, internal customers and standardized work. The study was conducted asa qualitative case study using interviews, a survey, observations and document analysis.The results show that the process involves several functions and that the handling is carriedout through several handovers, manual activities and different work methods depending onthe type of equipment and situation. Documentation is handled through several systems,documents and manual records, which makes follow-up and traceability more difficult.The study concludes that the shortcomings are mainly caused by the lack of a common overallstructure. The improvement needs therefore concern a common reference process, clearerresponsibility distribution, more consistent documentation and a digital case managementwith a receipt flow.