Optimising workflow efficiency of end-to-end service delivery process: A constructive case study in a larger corporation

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School of Engineering | Master's thesis
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2025-08-12

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International Design Business Management

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Master's Programme in International Design Business Management

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en

Pages

108

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Abstract

This thesis investigates why end-to-end service delivery process becomes less agile and efficient after a large company acquires smaller firms. The study applies Socio-Technical System (STS) theory as a main theoretical lens supported by Lean Thinking and Design Thinking to achieve a synergistic service system that balances efficiency, customer centricity and organizational adaptability. The study follows a qualitative single-case design, grounded in constructivist and interpretivist paradigms, and structured using the CIMO logic (Context, Intervention, Mechanism, Outcome). A Finnish company specializing in providing process technologies is chosen for case study. Seventeen stakeholders from Finland and across Europe participated in data collection sessions conducted in different phases. Empirical data were collected through participatory process mapping, adapted value stream mapping, risk prioritization and semi-structured interviews. The study identified several workflow inefficiencies, prioritized using Risk Priority Number (RPN) and Pareto analysis, and grouped into themes such as communication, decision-making, and resource allocation. Root cause analysis revealed a system pattern of interdependence where inefficiencies in one reinforce challenges in other. The study proposes short-term interventions such as deadline tagging and a quick action plan template, as well as long-term interventions including a lead prioritization matrix and a shared leadership model emphasizing task sharing. These interventions triggered mechanisms such as improved clarity and realization of uneven workload distribution. The lead prioritization matrix was piloted in practice, where the strengths and weaknesses of leads became instantly visible, helping practitioners make clear go/no-go decisions. The results revealed better lead evaluation, faster decision-making, and enhanced coordination, with practitioner feedback indicating potential for broader application.

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Supervisor

Akmal, Jan

Thesis advisor

Saarelainen, Minna

Keywords

end to end service delivery, STS, CIMO, efficiency, lean thinking, design thinking

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https://urn.fi/URN:NBN:fi:aalto-202508196290

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[dipl] Insinööritieteiden korkeakoulu / ENG