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.
Andrea Rippstein, 2022
Bachelor Thesis, Planzer Transport AG
Betreuende Dozierende: Anke Kundert
Keywords: Self-service, Self-service technologies, process optimisation
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)
Fachbereich der Arbeit: