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Opinnäytetyö Ohjeet LAPPEENRANTA UNIVERSITY OF TECHNOLOGY School of Engineering Science Department of Industrial Engineering and Management Roope Kulmala DEVELOPMENT OF THE NOTIFICATION AND RECLAMATION PROCESS IN A MARITIME SYSTEMS SUPPLIER Tampere 27.5.2019 Examiner: Professor Janne Huiskonen Instructors: Akseli Kukkonen, M.Sc. Ville Nummisalo, M.Sc ABSTRACT Author: Roope Kulmala Title: Development of the notification and reclamation process in maritime systems supplier Year: 2019 Place: Tampere Master’s Thesis. Lappeenranta University of Technology, Industrial Engineering and Management. 119 pages, 2 tables, 50 figures and 1 appendix. Examiner: Professor Janne Huiskonen Keywords: Complaint management, process development, service business, quality notification, reclamation process, procurement Circular economy pioneers have extended their operations from only manufacturing and selling products to new service models. The approach aims at a more stable source of rev- enue and value creation throughout the product lifecycle. This study discusses the process- oriented development of the service business from the perspective of the marine systems supplier. Thus, theoretical framework consists of information management, business pro- cess development and quality notification characteristics in the context of a maritime ser- vice business. The studied process is part of the ABB Marine & Ports Propulsion Solutions quality man- agement and concerns the notification process carried out by procurement team of propul- sion service. The aim of this research is twofold. First, to identify and recognize problem areas in reclamation and complaint processes and second, to create development proposals based on the problems detected. In addition, the goal is to develop improvement measures in the form of more precise guidelines and accurate process descriptions. The study is based on a general notion that the number of quality notifications made per year is too low. In addition, they are often made inadequately, and/or their lead time is remarkably long. Responses to these assumptions are sought by analyzing the history data of the enterprise resource planning software, conducting semi-structured interviews with process-related personnel and utilizing the knowledge learned by work experience of the author. The case study revealed a wide range of challenges that are related to the supply chain, information management and prioritizing limited resources of the company. During the study, it was discovered that many challenges are related to the lack of systematical train- ing, lack of monitoring of the reclamations and incomplete communication. As a result, development proposals and recommendations for their implementation were made. TIIVISTELMÄ Tekijä: Roope Kulmala Työn nimi: Poikkeama- ja reklamaatioprosessin kehittäminen merenkulkujärjestelmiä toimittavassa yrityksessä Vuosi: 2019 Paikka: Tampere Diplomityö. Lappeenrannan teknillinen yliopisto, tuotantotalous. 119 sivua, 2 taulukkoa, 50 kuvaa ja 1 liite. Tarkastaja: Professori Janne Huiskonen Hakusanat: Reklamaatioprosessi, laatupoikkeama, prosessikehitys, palveluliiketoiminta, hankinta Yritykset laajentavat toimintaansa yhä enemmissä määrin tuotteiden myynnistä ja valmistamisesta uusiin palvelumalleihin. Tämän toimintatavan avulla pyritään tasaisempaan liikevaihtoon ja arvonluomiseen koko tuotteen elinkaaren ajan. Tässä tutkimuksessa käsitellään palveluliiketoiminnan prosessilähtöistä kehittämistä merenkulkulaitteita toimittavan yrityksen näkökulmasta. Tutkimuksen teoreettinen viitekehys koostuu tiedonhallinnasta, liiketoimintaprosessin kehittämisestä ja laatupoikkeamien ominaisuuksista merenkulun palveluliiketoiminnan kontekstissa. Tutkittava toiminta koskee ABB PS Servicen hankintaosaston laatupoikkeamaprosessia, joka on osa kohdeyrityksen laadunhallintajärjestelmää. Tutkimuksen tavoitteena on kartoittaa ja tunnistaa ongelmakohdat poikkeama- ja reklamointiprosesseissa, joissa servicen hankintatiimi on osallisena. Havaittujen ongelmien pohjalta tehdään toimintaa tehostavia ehdotuksia sekä luodaan täsmälliset ohjeet ja prosessikuvaukset toiminnan kehittämiseksi. Tutkimusta edeltää yleinen käsitys siitä, että vuodessa tehtyjen laatupoikkeamien määrä on liian alhainen, poikkeamia tehdään huolimattomasti ja/tai niiden läpimenoaika on huomattavan pitkä. Ongelmakohtia kartoitetaan analysoimalla yrityksen toiminnanohjausjärjestelmän historiadataa, järjestämällä puolitrukturoituja teemahaastatteluita yrityksen henkilökunnan kanssa sekä hyödyntämällä työelämässä kartutettua kokemuspohjaista tietoa. Tutkimus paljasti monenlaisia haasteita, jotka liittyvät servicen toimitusketjuun, tiedonhallintaan sekä rajallisten resurssien priorisointiin. Tutkimuksen aikana havaittiin, että suuri osa haasteista johtuu systemaattisen koulutuksen puutteesta, vaillinaisesta laatupoikkeamien seurannasta sekä riittämättömästä kommunikoinnista. Lopputuloksena esitettiin parannusehdotuksia ja luotiin entistä täsmällisemmät ohjeet prosessin läpiviemiselle. ACKNOWLEDGEMENTS I would like to thank ABB Marine & Ports and especially my instructors Akseli Kukkonen and Ville Nummisalo for providing the opportunity to make this master’s thesis and guid- ing me through the research. Many thanks also to all interviewees. Without them this re- search would not have been possible. Secondly, would like to thank my supervising professor Janne Huiskonen for all the help and guidance during this thesis. Finally, I would like to thank Antti for being an excellent host in Lappeenranta and Jarna for giving me vital feedback and ideas. Last but definitely not least, I want to express my heartfelt gratitude to Krista for constant support during these years. Roope Kulmala 27.5.2019 Tampere, Finland TABLE OF CONTENTS INTRODUCTION ................................................................................................... 12 1.1 BACKGROUND........................................................................................................ 12 1.2 CASE COMPANY ..................................................................................................... 13 1.2.1 ABB Business Unit Marine & Ports ................................................................ 14 1.2.2 Propulsion Solutions and Marine services ...................................................... 15 1.2.3 Propulsion solutions procurement and supply chain management ................. 17 1.3 THE AIM AND SCOPE OF RESEARCH ........................................................................ 18 1.4 STRUCTURE OF THE THESIS .................................................................................... 19 2 REVIEW OF THE RELEVANT LITERATURE ............................................... 21 2.1 CHARACTERISTICS OF MARITIME INDUSTRY ........................................................... 22 2.1.1 Classification societies .................................................................................... 22 2.1.2 Ruling process .................................................................................................. 23 2.1.3 Maritime suppliers ........................................................................................... 24 2.1.4 Lifecycle of the ship ......................................................................................... 25 2.2 INFORMATION MANAGEMENT ................................................................................ 26 2.2.1 Data, information and knowledge ................................................................... 27 2.2.2 Enterprise Content Management ..................................................................... 28 2.2.3 Business Intelligence ........................................................................................ 29 2.3 SUPPLY CHAIN MANAGEMENT OF SERVICE BUSINESS ............................................. 30 2.3.1 The evolution of production and supply chains ............................................... 31 2.3.2 Servitization ..................................................................................................... 32 2.3.3 Service business supply chains ........................................................................ 34 2.3.4 Warranty .......................................................................................................... 35 2.4 BUSINESS PROCESS MANAGEMENT ......................................................................... 37 2.4.1 Process development and standardization ...................................................... 38 2.4.2 Quality management ........................................................................................ 40 2.4.3 Interaction and people management ................................................................ 42 2.5 COMPLAINT MANAGEMENT .................................................................................... 42 2.5.1 Complaint, reclamation and notification ......................................................... 43 2.5.2 Sourcing and contracts .................................................................................... 46 3 CASE ABB MARINE - RECLAMATION & NOTIFICATION PROCESS ....... 49 3.1 INFORMATION MANAGEMENT AND STORAGE NETWORKS ....................................... 50 3.1.1 ERP .................................................................................................................. 50 3.1.2 Other systems ................................................................................................... 51 3.1.3 Information sharing ........................................................................................
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