Analysis and design of process-optimising self-services at Planzer

Self-check-in, e-banking or self-scanning - automated self-services are integral to our everyday lives. However, self-services are becoming increasingly popular for processes within companies. This thesis covers the process from analysis to design of process-optimising self-services at Planzer.

Rippstein, Andrea, 2022

Art der Arbeit Bachelor Thesis
Auftraggebende Planzer Transport AG
Betreuende Dozierende Kundert, Anke
Keywords Self-service, Self-service technologies, process optimisation
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The corporate intranet of Planzer is currently not exploiting its full potential in terms of accessibility and automated employee self-services. At the beginning of 2022, a project was initiated to optimise the existing intranet and replace the current version completely. However, no fundamental concept has been elaborated yet, and although certain self-services exist, many processes are still initiated manually. Therefore, the idea came up to further expand and improve the self-service offer at Planzer.
First, the intranet was analysed in detail, and a collection of the existing self-services was created. Next, interviews with seven departments were conducted to gather their needs and identify the potential for further development of their self-services. Based on the output of the analysis phase, the focus was set on one department with which a workshop was organised. The workshop aimed to collect ideas for optimisations and further use of self-services within the department. Different business cases and optimisation proposals were elaborated, and one prototype was designed.
The core objectives of this bachelor thesis were to evaluate which employee self-services are currently available at Planzer. Further, seven different departments have been interviewed to clarify additional needs regarding their self-service offering. Based on the output of the interviews, the focus was placed on one department to approach the topic of self-services in a more targeted way. In a workshop with the respective department, different business cases that could be supported by the use of self-service technologies were elaborated, and possible solutions were discussed. Lastly, a prototype for one business case has been designed. The analysis provides the company with a starting point to fundamentally build the strategy for its intranet. This thesis creates awareness for the topic of self-services, and the developed prototype optimises the existing process. In addition, a pilot project was launched through this thesis, in which the development of self-services is being continued.
Studiengang: Business Information Technology (Bachelor)
Vertraulichkeit: vertraulich
Art der Arbeit
Bachelor Thesis
Auftraggebende
Planzer Transport AG, Dietikon
Autorinnen und Autoren
Rippstein, Andrea
Betreuende Dozierende
Kundert, Anke
Publikationsjahr
2022
Sprache der Arbeit
Englisch
Vertraulichkeit
vertraulich
Studiengang
Business Information Technology (Bachelor)
Standort Studiengang
Basel
Keywords
Self-service, Self-service technologies, process optimisation