Improving the Service Development and Delivery Processes : For Better Internal Customer Involvement

This Thesis focused on improving the service development and service delivery processes of one unit in the case company to take internal customers better into account in these processes. The case business unit serves other business units within the case company as internal customers by offering datacenter, platform and hosting services to the other business units. The Thesis approached the issues identified through the current state analysis using the action research due to the collaborative nature of the research and the need for a change. Research data was collected through interviews, workshops and via validation feedback. The current state analysis revealed a lack of cross-organizational collaboration and insufficient co-creation structures and these were identified as key weaknesses to be tackled. By the guidance from relevant literature and the help of stakeholder suggestions, several specific improvements were proposed to increase co-creation and cross-organizational collaboration within the case company. Furthermore, the improvements help co-create comprehensive solutions to customer needs. The outcome of this thesis is a proposal to improve the current service delivery and development processes. In addition, the study provides a realistic and readily implementable action plan for implementing the proposal. Once the proposed improvements are implemented, they will provide the case business unit with a structured way to improve its customer centricity