Avvägning mellan arbetsmiljö och effektivitet med hjälp av multikriterieanalys : Hur komplettering av kundtjänst påverkar kundnöjdhet och effektivitet

A public organization has a section for customer service which is responsible of order entry from customers concerning errands within real estate and business equipment, cleaning, transport operations and handicap appliance. According to the co-ordinators in hospitals within the organisation the customers are requesting for staff to talk to physically, meaning a person to speak with face to face. The customers experiencing that it’s sometimes difficult to call customer service or use the web form, which is the only communication paths in the current situation. Proposed changes presented claim that a complement to customer service with local service centers in every hospital. The purpose of this study is to evaluate a change proposition by weigh between efficiency and working environment, this by using multi-criteria analysis. To achieve the goal a decision model is designed in the decision tool DecideIT. The aim of the study is to recommend decision makers to choose one of the options based on as rational grounds as possible. The result of the study showed that the preferred alternative is not to supplement customer service with local service centers. For the most part, the result depending on the survey (represented result from working environment criteria) which showed that the majority of customers do not request a person to speak with face to face at all.

Lageroptimering med hjälp av multikriterieanalys : En fallstudie hos KUBALs centrallager

This thesis deals with control of stock in an inventory, focusing on inventory placement. The purpose of this thesis is to reduce the transport distance within the main stock house while gathering inventory. This will be achieved by reconstructing the inventory placement in consideration with how frequently the inventories get picked and mass of the inventory. In particular, the literature and the data that is collected from the company´s business system have laid the foundation for the thesis. In general, interviews and observations also contributed to the data collection. To fulfill the aim and to produce arbitrary results, two issues have been developed regarding which attributes that should determine the position of the inventory in the stock house and how to obtain a more effective inventory structure? The authors have jointly produced a result of suggestions for future inventory placement in terms of picking frequency and weight. Initially a situation analysis was conducted to identify known problems with the inventory´s placement and storage systems. The problems that were identified were that the inventory placement has no consideration regarding picking frequency. To determine the most frequent picked inventory an ABC analysis was conducted. All of the inventories were spread out throughout the whole stock house. To take in account, the additional criterion, which was weight, a multi-criteria analysis was performed in combination with the ABC analysis. The results of the combined analysis provided that the basis for drawing up concepts for future inventory placement. The proposal includes optimized inventory placements in different zones of the most frequently picked inventory with weight as an additional criterion.

Värdering av kriterier vid stora investeringar : En jämförelse mellan olika intressenters uppskattningar av kriterier

In what way does different stakeholders assess a decision and its consequences, and how do these assessments differ? When a company stands before a big decision, they need to consider aspects that are economic, ecologic and social. To make a good decision they need to consider the society and its different stakeholder groups. This study examined how different groups values and weights different criteria. The study has been done with the project Sundsvall logistics park as a case, with criteria related to that project. The goal of the study was to find a way to value and weight different criteria and then compare how the company and the stakeholders assesses these criteria. This has been done through interviews with relevant people that has got extra knowledge about the project Sundsvall logistics park, and through a survey that has been sent out to residents of Sundsvall. The informants and respondents got to assess values and weights to the criteria relative to an indirect alternative where the logistics park isn’t built. The data was then compiled using multi attribute utility theory as a tool to present the comparison. The result of the study suggests that the differences between the valuations and weightings of the criteria is partly due to an uncertainty in how the logistics park would affect the criteria, but that the biggest reason probably depends on what perspective the person is viewing the logistics park from. If the person is viewing the logistics park from an industrial perspective, the criteria related to industrial development is getting more important and is going to take up more room in the analysis. If the person is viewing the logistics park from an individual and social perspective, the criteria related to that is more important and takes up more room in the analysis.