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Från internkund till hockeyspelare: En innovativ studie om samarbete på ICA Logistik
Mälardalen University, School of Innovation, Design and Engineering.
Mälardalen University, School of Innovation, Design and Engineering.
2012 (Swedish)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
Abstract [sv]

Syftet med denna uppsats är att hitta en innovativ definition av begreppet interna kunder samt föreslå en implementeringsstrategi för en av den svenska matvarugrossisten ICAs lagerenheter. Vi har nått våra slutsatser genom kreativa studiebesök, interaktiva intervjuer, en innovativ workshop och litteraturstudier. Vi har utgått från leanfilosofin och teorier om kulturer, förtroende och kommunikation i organisationer. Inom samtliga områden har vi stött på kopplingar till inre och yttre effektivitet. Under intervjuerna upptäckte vi att ICA står inför vissa utmaningar när det gäller de anställdas förtroende, kommunikation och individualistiska tankesätt. Vi har därför försökt integrera dessa problem i vårt koncept Team Logistik inom vilket vi refererar till interna kunder och leverantörer som Centrar och Backar, med inspirationen från ishockeyrinken. Vi rekommenderar att ICA använder positiva incitament i sin implementering för att bygga upp förtroendet och kicka igång dialogen mellan avdelningarna i logistikkedjan. Målet med konceptet är att höja den inre och yttre effektiviteten.

Abstract [en]

This paper aims to come up with an innovative definition of the internal customer construct as well as an implementation strategy for a logistics unit of the Swedish grocery wholesaler ICA. We have reached our conclusions through creative study visits, interactive interviews, an innovative workshop, and by reading up on research. We have focused on lean management and theories about organizational culture, trust and communication and found connections to efficiency and effectiveness in all fields. During our interviews we discovered that ICA was facing some challenges concerning trust, communication and an individualistic mindset among the workers. We therefore tried to incorporate these problems into our concept Team Logistics in which the internal customers and suppliers are referred to as Centers and Backs, all in line with our ice hockey approach. As for the implementation strategy we recommend ICA to use positive incentives to build trust and boost the dialogue between in-chain departments. The goal is for the concept to increase efficiency and effectiveness.

Place, publisher, year, edition, pages
2012. , 59 p.
Keyword [en]
internal customer, organizational trust, organizational communication, lean, efficiency, effectiveness.
Keyword [sv]
internkund, kommunikation, lean, inre effektivitet, yttre effektivitet
National Category
Other Engineering and Technologies not elsewhere specified
Identifiers
URN: urn:nbn:se:mdh:diva-14247OAI: oai:DiVA.org:mdh-14247DiVA: diva2:504475
Subject / course
Innovation Technology
Uppsok
Technology
Supervisors
Examiners
Available from: 2012-02-21 Created: 2012-02-20 Last updated: 2012-02-21Bibliographically approved

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CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf