Service Blueprinting in Irregularity Service Improvement, case Swissport Finland Ltd
Halttula, Teemu (2013)
Pro gradu -tutkielma
Halttula, Teemu
2013
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi-fe201312167649
https://urn.fi/URN:NBN:fi-fe201312167649
Tiivistelmä
The trend of concentrating to core competencies leads to outsourcing of
non-core activities. One such activity is logistics, where the responsibility is
given to third-party service providers. This means the service provider acts
as an intermediary between the buyer and the end customer.
This thesis concentrates on depicting the operational environment of one
such service provider, Swissport Finland Ltd, and the improvement of their
checked baggage irregularity service. The tools used for this work were
service blueprinting, an illustrative method for service mapping, and failure
modes and effects analysis. The theoretical part of the thesis offers a
framework for using these tools for logistics services, while the empirical
part consists of a study mostly qualitative in nature. Action research
method was used for the service improvement research.
According to the results of this study the combination of service
blueprinting and FMEA can be used successfully for irregularity service
improvement. The most important result was an enhanced irregularity
process that has been found to alleviate earlier problems.
non-core activities. One such activity is logistics, where the responsibility is
given to third-party service providers. This means the service provider acts
as an intermediary between the buyer and the end customer.
This thesis concentrates on depicting the operational environment of one
such service provider, Swissport Finland Ltd, and the improvement of their
checked baggage irregularity service. The tools used for this work were
service blueprinting, an illustrative method for service mapping, and failure
modes and effects analysis. The theoretical part of the thesis offers a
framework for using these tools for logistics services, while the empirical
part consists of a study mostly qualitative in nature. Action research
method was used for the service improvement research.
According to the results of this study the combination of service
blueprinting and FMEA can be used successfully for irregularity service
improvement. The most important result was an enhanced irregularity
process that has been found to alleviate earlier problems.